Manager, Coordinated Care

**Navigate Complexities. Create Change. Together.**

This is our purpose at CUPS. Our unique integrated approach to care empowers people to work holistically to create and achieve goals that support their well-being and builds readiness to navigate and access support in the community. As a formative presence, we work together to build better systems and a stronger community.

Clients depend on us, supporters trust us, and partners count on our collaboration. We do not take this responsibility lightly - **we are accountable for our words, our actions, our relationships, and most importantly, ourselves**. Through a compassionate lens, we afford every person dignity in their interactions with us. We proactively seek opportunities for continuous learning with open minds and transformative spirits. Through our culture, rooted in our values, we will achieve our purpose and ambition.

**Position Overview: Manager, Coordinated Care (RSW)**

**Location**: Calgary, AB -CUPS Office 1001 10 Ave SW, 1-2 days remote as approved
**Reports To**: Director, Programming

**Scope**:Manager level; 9+ Direct Reports,

**Schedule**: Full-time, 1.0 FTE. 37.5 hours per week Mon-Fri 8am-4pm. Overtime hours may be occasionally required to meet the demand of program reporting.

**The Role**

At CUPS, we are committed to **creating an inclusive, trauma-informed, and compassionate first point of entry** for individuals seeking care and support.

As the **Manager, Coordinated Care**, you will play a pivotal role in ensuring clients receive a caring and coordinated experience from the moment they walk through our doors. This position oversees the **Welcome Team, Care Coordination, and Basic Needs Fund (BNF) administration**, ensuring seamless service delivery aligned with CUPS’ **integrated care approach**. If you are a **seasoned people leader** with expertise in **program design, mentorship, and community collaboration**, we encourage you to apply

**Why Join Us?**

At CUPS, you will lead a **dynamic and impactful team** that serves as the first point of contact for clients accessing our services. You will oversee program development, staff mentorship, and service coordination, **ensuring high-quality, trauma-informed care** that fosters trust and stability. Working alongside **external partners and internal leadership**, you will help shape a **welcoming and effective service environment** that meets the needs of structurally marginalized individuals. This is your opportunity to lead **meaningful change** while supporting **collaboration, innovation, and client-centered programming** in a mission-driven organization.

**Your Impact**

**Leadership & Team Development**
- Model and create an **approachable, trauma-informed, and client-centered** first point of contact for workers, clients, and guests.
- Provide **direct supervision** to the **Team Lead, Client Navigation, Care Coordinators, and Basic Needs Fund Coordinator**, ensuring alignment with CUPS standards and program goals.
- Develop and implement **program objectives, action plans, and continuous improvement initiatives** that enhance service delivery.
- Mentor and coach employees to **strengthen skills, identify gaps, and create development plans** for a high-performing team.
- Foster a **collaborative and values-driven culture**, reinforcing CUPS’ mission and **integrated care model**.
- Engage with external partners to **enhance CUPS’ Welcome Program**, strengthening **collaboration and service accessibility**.
- Oversee **recruitment, training, and engagement strategies** to develop and retain a compassionate and effective team.

**Program Operations & Service Delivery**
- Lead the **continuous improvement** of Welcome to CUPS Programs, ensuring services support **client success and team engagement**.
- Provide **daily guidance and workload planning**, supporting goal setting, team meetings, and performance management.
- Ensure program employees **integrate evidence-based approaches** like **Brain Science and CUPS’ Integrated Care Tool** into client interactions.
- Maintain **accurate and timely client documentation** in **electronic records systems (CHR, HMIS, etc.)**.
- Develop and oversee the **annual operating budget**, ensuring **fiscal responsibility and program sustainability**.
- Ensure **Health & Safety compliance** within the building, creating a secure and supportive environment.

**Stakeholder & Relationship Management**
- Champion **CUPS’ integrated care philosophy**, collaborating internally and externally to improve service coordination.
- Build and maintain **effective partnerships** with agency providers, community organizations, and service collaborators.
- Create a **safe and supportive work environment**, addressing **staff and client concerns** proactively.
- Represent CUPS in **committees, community forums, and partnerships**, furthering **advocacy and client services**.
- Provide mentorship and share expertise with **students, volunteers, and guests*