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About the Role

The Shelter Case Manager provides critical support to clients in the shelter, ensuring they are safe and supported as they move towards sustainable housing. This role offers care coordination to vulnerable and chronically homeless women through assessments, planning, facilitation, care coordination, evaluation, and advocacy, empowering them and promoting an improved quality of life.

Responsibilities

• Completes intakes, admissions, and orientations with new shelter clients.
• Assesses and assists with client personal needs such as hygiene, nutrition, medical, and emotional well-being.
• Provides case planning services using a person-centered, anti-oppression, harm reduction approach.
• Makes appropriate referrals, provides information, and advocates with support services to help clients achieve their personal goals.
• Identifies, intervenes, and effectively manages crisis, conflict, and emergency situations.
• Facilitates system navigation, referrals, and collaboration with appropriate organizations.
• Conducts reviews of clients’ immediate needs and develops individual case plans that are reviewed regularly.
• Communicates assessments, interventions, progress, and ongoing client contact through timely record keeping and verbal communication.
• Attends case conferences with partner agencies as needed.
• Advocates for the needs of individual clients and systemic change for those experiencing homelessness.
• Advises clients of their rights and responsibilities.
• Facilitates client transitions from shelter to housing, providing follow-up and support.
• Plans and promotes workshops and trainings to support clients.
• Promotes a mutually supportive environment emphasizing collaborative approaches and valuing contributions.
• Provides frontline support to other staff and clients when needed.
• Monitors the safety, security, and general welfare of clients and the facility during shifts.
• Documents shelter happenings and client activities as necessary.
• Works within a multi-disciplinary team, liaising to promote a supportive and respectful environment.
• Ensures the flow of critical information, including documentation and shift changes, to address issues and occurrences.
• Uses the Street Haven ticket system for IT and property management support.
• Maintains and completes required housekeeping maintenance.
• Performs clean-up duties using Street Haven sanitation and cleaning procedures.
• Manages client admission, discharge, and profile creation in the database.
• Develops and maintains accurate, confidential user records in accordance with privacy guidelines and policies.
• Maintains accurate real-time case notes, client data, and other records.

Requirements

• Post-secondary degree or diploma in Human Services, Social Work, Addictions, or Mental Health.
• Minimum of 2 years of professional experience in social services or related fields, or a combination of relevant education and experience.
• Experience working in a women-centered organization is an asset.
• Certificates in First Aid, CPR, crisis intervention and prevention, and harm reduction are an asset.
• Ability to safely lift, carry, transfer, or pivot up to 23 kg (50 lbs) unassisted.
• Ability to perform frequent standing, walking, bending, crouching, reaching, and other physical movements.
• Ability to respond promptly to emergencies, including assisting clients during falls, evacuations, or crisis situations.
• Ability to work safely in a physically demanding, fast-paced, and unpredictable environment.
• Ability to safely operate or assist with client-support equipment where applicable.
• Commitment to the mission of Street Haven, principles of Housing First and Harm Reduction, and diversity and inclusion.

Skills

• Care coordination
• Client-centered approach
• Community capacity building
• Crisis intervention
• Harm reduction
• Interpersonal communication
• Record keeping
• Advocacy
• System navigation
• Conflict resolution

Location

• Downtown Toronto

Work Type

• Part-Time
• Permanent
• Overnight

Experience Level

• Minimum 2 years of professional experience

Education Level

• Post-secondary degree or diploma in Human Services, Social Work, Addictions, or Mental Health

Salary/Compensations

• $25.90 Hourly plus $1 per hour overnight premium

About the Company

• Street Haven at the Crossroads is a multidisciplinary agency dedicated to supporting women on their journey toward safety, stability, and personal empowerment.
• The organization provides a continuum of care including emergency shelter services, supportive housing, addiction recovery programs, mental health supports, and skills training.
• Since 1965, Street Haven has served women across the Greater Toronto Area through onsite and outreach community-based programs.
• Street Haven helps women rebuild their lives with dignity, resilience, and hope through an integrated and compassionate approach.

Equal Opportunity

• We are committed to diversity, equity and inclusion.
• Street Haven is an equal opportunity employer and candidates from diverse communities are strongly encouraged to apply.
• We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.