Intensive Case Manager

About Us

At the Calgary Drop-In and Rehab Centre (the DI), we are dedicated to serving our community with kindness. Our mission – to work with community to end homelessness, one person at a time – goes beyond providing immediate support; we strive to create an environment where individuals can regain their confidence and rebuild their lives.

We are more than an emergency shelter.

Our dedicated team of staff and volunteers work tirelessly to ensure that everyone who walks through our doors feels welcomed, respected, and valued. What sets us apart is our holistic approach to support. We offer not only safe and comfortable accommodation and meals but also access to essential resources such as health and recovery services, and housing supports.

All of our programs, including emergency shelter, are low-barrier, trauma-informed, housing-focused, and recovery-oriented, aimed at supporting Calgary's most vulnerable citizens. And our doors are always open.

Department:

Housing

Job Category:

Salary

Reports To:

Coordinator, Housing Support

Position Type:

Full Time Contract

Direct Reports:

N/A

Schedule:

5 days on/2 days off

Indirect Reports:

N/A

Location:

Main Building

Position Summary

The Intensive Case Manager will play a critical role in supporting individuals with complex needs who face significant barriers to housing. This position is part of a specialized initiative at the DI focused on providing intensive, person-centered support to a small cohort of high-acuity participants—often those with prolonged shelter stays and co-occurring mental health, physical health, and substance use challenges. 

Using the DI's internal triage and assessment tool, the Case Manager will collaborate with internal teams and external community partners to develop and implement shared care plans tailored to each participant. The role emphasizes relationship-building, advocacy, and coordinated service delivery to reduce barriers and improve housing readiness. 

This position requires a strong understanding of trauma-informed care, harm reduction, and housing-first principles, along with the ability to navigate complex systems and foster collaborative partnerships. The Support Worker will also contribute to program evaluation, documentation, and continuous improvement efforts. 

Time Commitment

40 hours per rotation, with 5 days on and 2 days off. Some unusual hours may be required from time to time as the need arises. Schedule may be altered at the discretion of management.

Primary Responsibilities

Comprehensive Case Management 

Provide intensive, individualized case management to 10–20 high-acuity participants annually. Develop and maintain detailed care plans in collaboration with internal teams and external partners. Conduct regular reassessments using the DI internal triage and assessment tool to monitor progress and adjust support strategies. 

 Collaborative Care Coordination 

Facilitate shared care planning meetings with community partners (e.g., health services, housing providers, addiction support). Ensure consistent communication and coordination among all stakeholders involved in a participant's care. 

Participant Engagement & Support 

Build trusting relationships with participants to support engagement and long-term stability. Assist participants in accessing mental health services, addiction treatment, medical care, and housing resources. Advocate for participant needs within the broader system of care. 

Documentation & Reporting 

Maintain accurate and timely documentation of all interactions, assessments, and care plans. Track progress toward barrier reduction and housing readiness. Contribute to program evaluation and reporting metrics. 

Crisis Intervention & Stabilization 

Respond to participant crises with appropriate de-escalation techniques and referrals. Support stabilization efforts through consistent follow-up and wraparound services. 

Program Development & Improvement 

Provide feedback on program design and implementation. Participate in training and professional development to stay current with best practices in trauma-informed care, harm reduction, and housing-first approaches. 

Required Competencies

Diploma or degree in Social Work, Psychology, Human Services, or a related field  Minimum 2–3 years of experience in case management, housing support, or working with individuals experiencing homelessness, mental health challenges, or substance use. Experience working within a trauma-informed, harm reduction, and housing-first framework. A genuine commitment to the mission, vision, values, and work of the agency.

Knowledge & Skills: 

Strong understanding of the social determinants of health, mental health systems, addiction services, and housing supports. Familiarity with collaborative case management models and inter-agency coordination. Proficient in using assessment tools and documenting case notes and care plans. Excellent interpersonal, communication, and conflict resolution skills. Ability to work independently and as part of a multidisciplinary team. 

Certifications & Requirements: 

Current First Aid/CPR and Non-Violent Crisis Intervention (or willingness to obtain). Satisfactory Criminal Record and Vulnerable Sector Check – dated within the last 6 months. Copy required.Valid driver's license and access to a reliable vehicle (if outreach is required). 

Assets: 

Knowledge of local community resources and service providers in Calgary. Lived experience or peer support training is considered an asset. Proficiency in a second language or cultural competency in working with diverse populations. 

Working Conditions

The individuals we serve are experiencing homelessness or precarious housing and may also be facing substance use disorders and/or mental or physical health challenges. Many have a history of significant trauma.These experiences can influence their interactions with both staff and one another. By recognizing these behaviors as responses to past experiences, we are able to engage with our guests in a manner that is empathetic and respectful.

This role may involve high-stress situations that require resilience, compassion, and composure. At the DI we are deeply committed to the well-being of our staff, implementing policies and providing resources that support both physical and psychological safety, as well as mental health. We address the immediate challenges faced by our team to provide the highest level of support as well as the cumulative impacts of this vital work. By prioritizing staff well-being, we empower our team to provide the highest level of support to those in need, fostering a culture of care and understanding throughout our organization.

While the work is demanding and requires a strong commitment, those who are drawn to this field often find it to be one of the most impactful and rewarding careers they can pursue. It's about making a difference – one person at a time. 

Although the DI is a smoke-free work environment, there may be occasional exposure to secondhand smoke from designated smoking areas nearby.

Why the DI?

The DI aims to be an "Employer of Choice" and affords each employee an opportunity to help make a real difference in our community, and more importantly in the lives of those who rely on our services. We take great care in hiring the right people who fit, and who share our outlook on the value of people. We believe in living our values in every work we speak and in every action we take, and we want people who share this commitment.

Our Culture

Our values form the cornerstone of our culture:

RESPECT: Our actions honour the rights, differences, and dignity of others

COMMUNITY: Through collaborative partnerships, we work together as a team, building inclusive communities

KINDNESS: We accept each person's uniqueness with compassion and empathy

WELLNESS: We promote, provide and support holistic wellbeing

ACCOUNTABILITY: We operate with transparency and integrity in both our relationships and our commitments.     

What we Offer
 
Staff at the DI enjoy competitive compensation packages, including employer-paid benefits depending on role and employment type.

Some of the employer-paid group benefits include:

Vacation daysSick daysWellness daysExtended Health & Dental coverageEmployer Matching RRSP ProgramHomewood EFAPLife Insurance and Accidental Death & Dismemberment (AD&D) Employees will be enrolled in Long-Term Disability and Critical Illness insurance, paid for by the employee. This is mandatory and may not be opted out of.

Benefits are based on employment type and usually available on the 1st of the month following your start date. If you are successful in obtaining employment with the DI, People & Culture will discuss your eligibility for benefits with you.

Vulnerable Sector Check

A satisfactory vulnerable sector clearance is require prior to resumption at the DI.

Alberta Living Wage Employer

The DI is an Alberta Living Wage Employer. This means we are committed to paying our employees a living wage that allows them to meet their basic needs and participate in their communities. A living wage is different from minimum wage in that minimum wage is mandatory and the same throughout the province while a living wage reflects what people need to cover the actual costs of living in their communities. Payment of a living wage is a voluntary commitment from employers to go beyond the minimum. Visit  to learn more about the living wage.

The DI is an equal employment opportunity employer. We are committed to and support equal employment opportunity for all individuals without regard to race, religion, color, national or ethnic origin, gender, age, sexual orientation, gender identity, disability, or veteran status.

If you are an applicant in need of accommodations or special assistance throughout the interview process, please submit a request by email to  

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