Intensive Case Manager - The Hope Centre

ABOUT US

Since 1974, The Hope Centre has helped to build and strengthen Welland by supporting the most vulnerable in our community with food security, housing stability and wellness programs. We offer a wide range of services that help individuals and families in Welland that are facing challenges related to poverty, including mental health, addictions, food insecurity and housing instability.

Our mission is to assist, support, empower and advocate for the most vulnerable members of our community. We do this by providing essential services including homelessness prevention, housing-focused shelter, emergency food bank, daily lunches, counselling and more. Our vision is a community where every person has their basic needs met through support and compassion.

POSITION SUMMARY

Reporting to the Shelter Manager, the Intensive Case Manager plays a key role in the operation of our Housing-Focused Shelter. This position is responsible for providing comprehensive support to clients experiencing homelessness, mental health challenges, addictions, and other health-related issues. The role includes assessing client needs, assisting with necessities, and making appropriate referrals to community service agencies. Guided by The Hope Centre’s values, vision, and goals, the staff will use a trauma-informed approach to ensure dignity, respect, and hospitality while supporting clients in working toward progressive housing goals.

KEY RESPONSIBILITIES

• Serve individuals experiencing homelessness with high acuity needs.
• Complete client intakes and discharges.
• Enter new client information into HIFIS.
• Work with clients to secure a source of income when necessary.
• Support individuals to ensure basic needs are met such as food, medications, hygiene, etc.
• Ensure client is on Niagara Regional Housing waitlist.
• Assist clients with housing search by coaching them on how to search for, contact, and interact with landlords; assist with acquiring relevant documentation and arrange transportation to housing appointments.
• Conduct ongoing assessments of client needs.
• Meet with each guest daily to review housing plan.
• Provide harm reduction service delivery and supports as needed.
• Provide crisis intervention when needed.
• Provide supportive counselling and active listening when needed.
• Assist in helping clients to develop and maintain necessary life skills.
• Assess client’s needs for services to support their transition to housing.
• Connect clients with community support services.
• Document and input information into HIFIS on a regular basis, to ensure accurate service statistics and client records.
• Discuss situations with clients that could result in their exit from program or future housing.
• Ensure the proper exchange of information, e.g. shift change.
• Deliver service with safety, respect, and effectiveness.
• Some light cleaning when needed.
• Light meal service when needed.
• Participate in ongoing training when necessary.
• Ensure that all policies and procedures of The Hope Centre are followed.
• Ensure that you are maintaining records and following appropriate record keeping practices.
• Perform other duties as assigned.

QUALIFICATIONS

• Completion of post-secondary education in related field of study, or equivalent experience, required.
• Experience working in a shelter or with unhoused populations, preferred.
• Experience providing support and action planning to women, men, and families who are homeless and living in poverty, preferred.

KEY CANDIDATE COMPETENCIES

• Ability to work in a fast-paced environment.
• Ability to work well under pressure.
• Flexible and able to multi-task.
• Strong skills in crisis intervention, dispute resolution, negotiation.
• Ability to analyze issues, identify opportunities, and anticipate potential problems.
• Ability to maintain confidentiality in all aspects of the work environment.
• Ability to function and thrive in a team setting.
• Excellent written and oral communication skills.
• Excellent active listening skills.
• Above average reporting skills – accurate, timely, thorough.
• Ability to plan and prioritize work and remain adaptable/flexible.
• Strong computer knowledge with proven ability to learn new systems.
• Must be bondable.

OUR EMPLOYEE PROMISE

• A supportive, friendly and dedicated team environment.
• Potential for growth within company.
• A chance to make a positive impact in your community through meaningful work.

HOW TO APPLY

If you think your experience, skills and career aspirations are aligned with this opportunity – please send your resume to careers@hroffsite.ca with “The Hope Centre – ICM” in the subject line.

We are an equal opportunity employer and encourage applications from all qualified individuals. We are committed to providing a safe, healthy, and inclusive work environment where every employee feels valued and respected. We will consider accessibility accommodations to applicants upon request.