Lead Intensive Case Manager - The Hope Centre

Join our team as a Lead Intensive Case Manager and make a meaningful impact in the community, supporting those in need with dedication and compassion.

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 Lead Intensive Case Manager (LICM) plays a key role in supporting the operation of the Housing Focused Shelter through intensive case management and addressing clients’ basic needs. This position assists clients facing homelessness, mental health challenges, addictions, and health issues by conducting assessments and facilitating referrals to community service agencies. Following the trauma-informed approach of The Hope Centre, the LICM ensures dignity, respect, and hospitality in all interactions. Additionally, the role supports the Shelter Manager in overseeing daily shelter activities, programming, scheduling, and staffing. The LICM also acts as the designated leader in the Manager's absence, fostering positive relationships with clients, community partners, and staff.

KEY RESPONSIBILITIES

• Assign work and provide direction to the Intensive Case Management team.
• Act as the team leader by providing functional guidance, leadership, direction, and consultation to the Intensive Case Management team; inform the Shelter Manager of any issues that might arise.
• Keep the Shelter Manager advised about any concerns or issues amongst employees.
• Assist Shelter Manager in training and orientation of new staff.
• In the absence of the Shelter Manager, take the lead to ensure day-to-day operations are being performed.
• Assist the Shelter Manager in planning and implementing programs for clients targeting the social determinants of health and development in terms of emotional and social needs.
• 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 clients 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 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 arise that could result in their exit from the program or future housing.
• Ensure the proper exchange of information, i.e. 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.
• First Aid Training, required.
• Naloxone Training, 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.
• Experience working with men and women from diverse racial, cultural, and religious backgrounds, preferred.
• Prior experience in supervisory role, preferred.
• Working knowledge of mental and physical illnesses, and addictions, including experience with harm-reduction approaches.
• Knowledge of Welland/Niagara community, and awareness of local social services.

KEY CANDIDATE COMPETENCIES

• Ability to work in a fast-paced environment.
• Ability to work well under pressure.
• Flexible and able to multi-task.
• Solution-focused and organized.
• Strong skills in crisis intervention, dispute resolution, and 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 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 – LICM” 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.