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Client Services Manager
3 weeks ago
To Apply Provide a Resume and Cover Letter. Applications without a cover letter will not be considered.
Vision: All people have access to permanent and suitable housing.
Mission: Transition House Emergency Shelter provides temporary, short-term crisis housing in Northumberland. The shelter alleviates immediate housing crises as a first step to helping clients secure permanent housing.
Values: Dignity, Flourishing, Autonomy, Collaboration, Compassion
Position Summary
The Client Services Manager provides individualized, housing-focused supports to individuals and families experiencing homelessness within the shelter setting. This position ensures that services are housing-focused, trauma-informed, as low-barrier as possible, and person-centred.
Working within a Housing First framework, the Client Services Manager collaborates with participants to rapidly secure permanent housing, navigate coordinated access systems, and connect with the supports necessary to maintain long-term housing stability and wellness.
Key Duties and Responsibilities
Housing-Focused Case Management
- Conduct housing-focused intake and assessment, ensuring participants are added to the By-Name List and engaged with Coordinated Access in accordance with local requirements.
- Develop individualized housing plans that reflect participant strengths, needs, and goals, with a focus on rapid rehousing.
- Provide direct housing support, including assistance with housing searches, landlord engagement, rental applications, and lease signings.
- Offer tenancy support (budgeting, household management, understanding tenant rights under the Residential Tenancies Act, and eviction prevention).
- Deliver follow-up case management post-housing to support stability.
Trauma-Informed, Person-Centred Practice
- Build trust and partnership with participants, respecting their autonomy and lived expertise.
- Apply trauma-informed principles (safety, choice, collaboration, trustworthiness, empowerment) to all service delivery.
- Deliver services with cultural humility, equity, and harm reduction principles, ensuring accessibility for participants with diverse needs.
Shelter Best Practices & Collaboration
- Contribute to a housing-focused shelter environment, minimizing barriers to service and supporting rapid exits from homelessness.
- Collaborate with shelter staff to align daily operations with a housing-focused, trauma-informed, as low-barrier as possible, and person-centred approach.
- Participate in case conferencing, HCRT, service navigation, and Coordinated Access meetings, ensuring participants are prioritized appropriately for housing and supports.
- Work closely with community partners, landlords, housing providers, and municipal staff to expand housing opportunities.
Systems Navigation & Advocacy
- Connect participants to income supports (Ontario Works, ODSP), healthcare, addictions/mental health supports, and other community resources.
- Advocate with landlords, housing providers, and service systems to reduce barriers to housing stability.
- Provide crisis intervention and conflict resolution to help participants maintain shelter stability and achieve housing goals.
Documentation & Compliance
- Maintain accurate case files, housing plans, and service notes in accordance with HIFIS, organizational policy, and municipal/provincial reporting requirements.
- Track housing outcomes and contribute to shelter performance indicators.
- Uphold privacy and confidentiality in compliance organizational standards.
Qualifications, Skills, and Experience
- Diploma, degree, or certificate in social services or related field, with relevant experience in case management.
- Experience in shelter or social service environments, including supervisory or management roles.
- Knowledge of homelessness, affordable housing issues, and strategies to end chronic homelessness in Northumberland.
- Strong interpersonal, communication, coaching, and team-building skills.
- Ability to apply Housing First, Trauma-Informed Care, Harm Reduction, and shelter diversion principles in practice.
- Proficiency with Microsoft Outlook, Word, Excel, and client database systems.
- Ability to work independently, handle multiple priorities, and respond to emergency situations effectively.
- Basic First Aid and CPR certification.
- Valid driver's license and access to a reliable, insured vehicle.
- Clear Vulnerable Sector Police Check, renewed annually.
Working Conditions and Physical Requirements
- Some moderate lifting of supplies, groceries, and furniture may be required.
- Participation in household and facility maintenance activities.
- Busy, sometimes noisy environment with frequent interruptions.
- Shared office and program spaces with limited personal space.
- Some evening, shift, and on-call work required.
Job Type: Part-time
Pay: From $28.50 per hour
Expected hours: 22.5 per week
Benefits:
- Casual dress
- Dental care
- Extended health care
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match
Work Location: In person
