Care Manager, Mental Wellness with Dalton and Wsib

The Care Manager, Mental Wellness with Dalton and WSIB Services will primarily support clients through the Mental Wellness with Dalton and Rehabilitation Services divisions.

Our Mental Wellness with Dalton division offers support to individuals, couples and families through social work services, psychotherapy, supervised psychological services, and some direct psychological services as well.

Through our Rehabilitation Services division, Dalton Associates provides psychological assessment, diagnosis, and counselling/therapy for individuals who have experienced a workplace injury (WSIB), have a Short
The Care Manager, Mental Wellness with Dalton and WSIB Services is integral to the care of DA’s clients. They are the primary point of contact for client and client-related requests (such as registering for services, discussing service options, facilitating referrals and service connection, requesting information, providing ongoing case management support, etc.) and they oversee the client’s case from beginning to end. This includes the coordination of appropriate support, information management related to the case, resolving client concerns, and facilitating relationships between the client and appropriate service providers/partners.
- Have an ability to work across programs (Mental Wellness with Dalton and Rehabilitation Services), while maintaining high quality of care and adhering to different workflows and standard operating procedures.

**Key Responsibilities**:
In addition to providing exceptional client care, the Care Manager, Mental Wellness with Dalton and WSIB Services will provide support to both the clinical and administrative operations teams of Mental Wellness with Dalton and Rehabilitation Services. Responsibilities include, though are not limited to, the following:

- Conduct a thorough initial intake to determine challenges and needs;
- Collaborate with other Care Managers, the Rehabilitation Services Administration Lead, and managers in the delivery of exceptional client service;
- Receive and input registrations for clients engaging in a variety of services and programs;
- Provide tailored support for clients throughout their lifecycle with the program(s), including systems navigation, care coordination, communication, and collaboration with the client’s circle of care to ensure best outcomes for client wellness;
- Proactively engage in predetermined points of contact with the client, and when required, initiate action with clients and their circle of care. Points of contact and actions required depend on services engaged, client status, progress, etc.;
- Respond to client concerns, challenges, feedback/complaints, and suggestions on an ad hoc basis and help to manage issues as they arise including escalating complex issues to the Manager as required;
- Maintain and update client and provider records in accordance with practice standards;
- Collect and participate in summarizing data on an ongoing basis to support initiatives and goals;
- Perform regular file audits to consistently enable excellence in record management standards; and,
- Other administrative duties as assigned.

**Key Skills and Characteristics**:

- Compliant in maintaining strict confidentiality with respect to clients and among colleagues.
- Compassionate about the well-being of others and good natured.
- Excellent communicator with solid written and verbal skills.
- Confident, calm and able to manage difficult and highly sensitive conversations.
- Proactive, creative, resourceful and solution-focused; able to influence change in support of client service excellence.
- Excellent attention to detail.
- Highly collaborative and work well with a variety of work/personality styles.
- Able to think critically with an eye for continuous improvement.
- Able to navigate and strive in a fast-paced, ever changing work environment.
- Highly organized and excel at keeping client files and information accurate/complete.

**Qualifications**:

- Bachelor’s degree in relevant field e.g., mental health, healthcare, sales/marketing, etc.); or equivalent academic and professional experience.
- Professional experience in Healthcare Coordination, Social Services, Rehabilitation Administration, or Legal Administration.
- A high level of cultural competence, humility, and safety demonstrated.
- Strong knowledge of best practices in diversity, equity, inclusion, accessibility, intersectionality and anti-oppression.
- Detail oriented.
- Excellent organizational and time management skills.
- Exceptional client service skills.
- Ability to effectively and efficiently problem solve and multi-task.
- Able to work independently and as part of a team.
- Demonstrated high computer proficiency, including MS Office (Word, Excel, Outlook, and PowerPoint).

**Employment Terms**: Full-time (37.5 hours/week) - 9:00am - 5:00pm Monday through Friday (12 month contract)
- This is a hybrid role with a minimum of 2 days per week at the Dalton Associates he