24-Hour Services Case Manager

Fred Victor Centre • Toronto, ON

3d • CA$0 - CA$29 • Onsite

About The Position

Fred Victor's 24-Hour Services department includes emergency and transitional shelters, Women’s 24-Hour Drop In, 24-Hour Respite, and the Edward Hotel Temporary Shelter programs. Edward Village Hotel, a temporary Shelter operated by Fred Victor, is an emergency shelter with specialized supports for homeless women, men and couples who face barriers due to mental health issues, substance use, social isolation, immigration status, unemployment/underemployment challenges and history with the criminal justice system. The clients come from racially, culturally, and ethnically diverse backgrounds who can access on site enhanced case management and housing services, mental health and addictions counselling, trauma informed care support, harm reduction interventions provided by staff and Peers, access to primary health care and referrals and continuous one-on-one check in supports. The main goal of the program is to assist clients with securing permanent affordable and safe housing with service connections to the community of their choice. The 24-HR Services Case Manager will work with clients with mental health and substance use issues. They have extensive experience in this area of work and are dynamic and creative in their approach to housing access, support, and case management. Good knowledge of settlement systems and barriers that newcomers face is an asset. The position requires respect for, and expertise working with people who face barriers to service due to mental health, substance use, abuse, social isolation, immigration, unemployment/underemployment and history with the criminal justice system. The clients come from racially, culturally, and ethnically diverse backgrounds.

Requirements

• 2-3 years in mental health and addictions case management.
• Educational background in social services with a mental health and harm reduction focus, including continuing education aimed at deepening practice in working with vulnerable individuals.
• Experience in homeless and/or residential services, focusing on recovery and strength-based support.
• Knowledge of housing services and community resources.
• Proven ability in intensive case management, life skills programming, and a client-centered, anti-oppressive, harm reduction framework.
• Understanding of Case Management functions including assessment, service planning, skills teaching, referrals, and monitoring.
• Familiarity with psychosocial rehabilitation, recovery principles, and trauma-informed care.
• Strong counseling, crisis intervention, conflict resolution, and negotiation skills.
• Ability to handle crisis situations and make sound decisions under pressure.
• Commitment to social justice, anti-racism, and anti-discrimination practices.
• Excellent written, interpersonal, and oral communication skills.
• Proficiency in Microsoft 365 (Outlook, Word, Excel, OneDrive) and client database programs (SMIS).
• Administrative skills including recordkeeping, data management, and organizational tasks.
• Training in Shelter Standards, First Aid, CPR, Crisis Prevention Intervention, and trauma-informed service.
• Experience in a residential setting and working with diverse populations, including those facing barriers due to mental health, substance use, abuse, or social isolation.
• Ability to work independently and within a team, provide constructive feedback, and develop productive relationships.
• Knowledge of community-based resources, supportive housing, and homelessness sector dynamics.
• Understanding of factors contributing to homelessness, poverty, and discrimination.
• Awareness of health issues in diverse communities and sensitivity to disenfranchised populations.
• Commitment to community development and empowering individuals living on a low income.
• Flexibility for shift work and experience in crisis intervention and conflict resolution.

Nice To Haves

• Good knowledge of settlement systems and barriers that newcomers face is an asset.

Responsibilities

• Implement harm reduction, client-centered recovery philosophy and community service엡rvice delivery.
• Conduct community outreach and advocacy: identify housing opportunities for harm reduction community.
• Foster engagement with harm reduction programs including workshops and social activities.
• Harm reduction kit ordering, making, storage and distribution.
• Ensure safe disposal of used harm reduction equipment in accordance with established protocols.
• Provide overdose prevention education and support.
• Work with the Harm Reduction Committee, clients and peers to explore, support, and create opportunities for harm reduction programming and services.
• Ensure the overall mental health and well-being of clients.
• Liaise clients with community resources connected to the provision of mental health and addiction services.
• Assist clients with symptom management through the knowledge of mental illness, and addictions.
• Implement trauma informed practices by ensuring the physical safety of clients and awareness of potential triggers to avoid re-traumatization.
• Collaborate with the creation of a predictable environment that allows clients to rebuild a sense of efficacy and personal control.
• Use a strengths-based approach, focused on skills building to further develop resiliency.
• Review and adjust goals from the perspective of both the member and worker, as well as member satisfaction with service and achievements.
• Record client notes, intake forms, and discharge plans in accordance with Toronto Shelter Standards and FVC’s policies and procedures.
• Report in writing: all accidents, injuries, and occurrences and other reports as requested.
• Collect data, including clients’ demographics, service statistics, and goal achievement, as well as other systems that may be developed.
• Provide appropriate referrals, information and advocacy to other support services to assist clients to meet the goals outlined in their case plans.
• Provide staff back-up for any agency programs and daily routine activities as needed.
• Work in cooperation with other staff clients in the provision of efficient and coordinated services.
• Process client intakes, transfers and support clients with daily needs.
• Responsible for resolving client’s complaints when appropriate, including timely follow up.
• Lead and support external agency staff while they are onsite delivering support services to clients.
• Ability to participate side by side with individuals to accomplish tasks and develop meaningful activities.
• Conduct crisis interventions, de-escalate potentially violent situations, practice conflict resolution and able to conduct group facilitation.
• Communicate and demonstrate appropriate professional boundaries with clients, staff, and community partners and abide by all the Fred Victor Centre’s policies and procedures.
• Work in accordance with the Ontario Occupational Health and Safety Act.
• Participate in regular meetings and evaluations with Program Manager/Senior Manager.
• Observe work-related requirements such as punctuality, attending staff meetings, meeting deadlines and working with or without direct support.
• Other duties as required.

Benefits

• Group benefits with Life Insurance, AD&D, Extended Health and Dental Care with 100% premiums paid by the employer
• LTD with premiums 100% paid by employees
• Paid sick leave and float day
• RRSP with 6.5% employer contribution and 4% employee contribution after successful completion of probation
• Access to employee and family assistance plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree