Client Support Case Manager

A HomeFront Client Support Case Manager is responsible for the daily management of their assigned client caseload while ensuring that HomeFront's Mission, Vision, Values and protocols are followed and incorporated into daily case practice and file management.

This includes but is not exclusive to: working with clients, and their families, through the specialized domestic violence justice process from charge up to the end of probation; provide ongoing risk assessments, safety planning, support, information and referrals to HomeFront clients; work collaboratively within HomeFront's continuum of services; work collaboratively with HomeFront working partners, specifically the Royal Canadian Mounted Police (RCMP), Crown Prosecutors, Alberta Corrections(P.O.) and Child and Family Services (CFS), providing updates and feedback within the bounds of HomeFront & professional protocols; Acting on committees, internal and external of the agency as require; administrative duties as required to maintain case files and program support.

RESPONSIBILITIES:

Case Management:

• Contact new clients and conduct assessments (Abuse History, B-SAFER, etc.)
• Provide professional and proactive support to HomeFront clients (and their families when required) from inception of case through to transition within continuum or the file is closed. Remain in tune and responsive to client needs and file complexity to provide comprehensive support that enhances client safety and empowerment.
• Through powerful client engagement and interview strategies gain client information necessary to build:
• a comprehensive safety plan which is reviewed regularly.
• a clear evaluation of current risk level which is monitored often and communicated to the client.
• an accurate historical context of the family dynamics and stressors for case manager knowledge and for dissemination to the collaborative.
• a trusting and empathetic professional space in which client's express needs and any ongoing concerns.
• a space where domestic violence education & justice process information is provided, and reality of the relationship/family dynamics are integrated.
• Provide trusted and appropriate community referrals to clients and their families to increase safety, provide for basic needs, build community support system, provide mental health support and increase client confidence.
• Expediently provide summary of relevant client and case manager assessment information to D.V. justice response partners (Crown, RCMP, CFS, and Probation) to create the most efficient and effective justice response to each individual case.
• Participate in specialized domestic violence court room by:
• attending weekly docket (Thursday).
• assisting in the collection of relevant case decisions to provide up to date information to HomeFront clients as soon as possible.
• check in with all individuals attending court by providing direction to any accused with questions and ensuring any present HomeFront clients are connected to a case manager and all information is up to date.
• contribute to Case Conferencing (ECR) proceedings by ensuring Crown partners have all up to date information from HomeFront and CS.
• assisting proceedings by working to connect with client in the moment for clarification to questions from Crown or Defense ensuring the court matter may go forward.
• be an active and equal participant in the specialized domestic violence court in line with the mission to move the files through the court as efficiently as possible to reduce stress on family and begin treatment as soon as possible.
• Provide crisis intervention for clients when necessary for suicidal ideation, homicide or familicide concerns; activating appropriate response from RCMP, Treatment & EMS.
• Provide outreach support to clients when deemed necessary and coordinated with the Program Manager for client safety and engagement.

·Administrative Duties:

• Ensure confidentiality protocols are followed and communicated to HomeFront clients and consent received.
• Ensure all SharePoint / frontline file information: demographics, intake, history, case notes, referrals, are accurate and timely.
• Create Homefront reports for Crown files for easy access to information.
• Other administrative duties as required by the Program Manager, or agency personnel.

Relationships:

• Develop and maintain excellent working relationships with HomeFront staff based on trust, professional respect and the HomeFront Ways of Being.
• Ensure positive and mutually beneficial relationships with all HomeFront partners and community organizations.
• Build and maintain collaborative relationships with Crown, Probation Officers, RCMP, Children's Services, and key stakeholders.
• Share knowledge with new staff, volunteers, and students to support team success and development.
• Participate in education events/booths in support of HomeFront programs and initiatives as needed.

QUALIFICATIONS:

• United and aligned with the Vision, Mission and Values of HomeFront.
• Strong knowledge regarding community support systems, resources, Justice System, and protection orders.
• Ability to seek understanding and to serve others.
• Ability to work effectively in a team environment and independently.
• Maintain professional demeanor with all team members and working partners.
• Excellent organizational, verbal & written communication skills.
• Well-developed, non-judgmental, listening skills.
• Knowledge and ability to create Safety Plans.
• Creative problem-solving skills.
• Ability to manage complexity.
• Ability to multi-task in a fast-paced environment and take initiative.
• Ability to work with diverse individuals and communities.