Case Manager (Coordinated Access/HIFIS Lead)

Municipality of Chatham-Kent • Chatham, ON

9d • Hybrid

About The Position

The Municipality of Chatham-Kent has an opening for a permanent full-time Case Manager (Coordinated Access/HIFIS Lead) in the Housing Services division. This base position is Case Manager; however this role consists of specialized duties related to Coordinated Access and HIFIS, including providing technical assistance, data management, user training, analysis of service gaps, and reporting. The role also involves drafting and managing the Coordinated Access system community framework and guidelines, participating in the Built for Zero campaign, coordinating enumeration efforts, and developing policies and procedures. The Case Manager responsibilities include assisting participants in transitioning to and maintaining permanent housing through a person-centered, trauma-informed approach, providing case planning, eviction prevention strategies, participant eligibility assessment, individual and group counselling, advocacy, and liaising with housing providers and community partners. The position requires crisis intervention, follow-up with clients, participation in committees, and potentially transporting clients.

Requirements

• Good decision making skills
• Proven ability to problem solve using creativity and innovation
• Excellent communication skills
• Excellent time management skills
• Strong organization skills
• Ability to work independently in a team environment
• Self-motivated
• Readily adapts and adjust to change
• Experience in casework and case management an asset
• Excellent customer service skills with an ability to establish and maintain effective working relationships with participants, service providers, community agencies, the public and/or staff to address service inquiries, requests and/or complaints
• Experience with Homeless Individuals and Families Information System (HIFIS) software program is preferred
• Experience with collecting, documenting, investigating, and evaluating information
• Strong communication skills, written and verbal
• Strong administrative skills (i.e. ability to maintain accurate records and file management systems)
• Excellent problem solving, organizational, and time management skills
• Ability to interpret and accurately apply complex legislation
• Strong computer skills, specifically Microsoft Office (Word, Excel, PowerPoint, Outlook) (or similar software program)
• University degree in Social Work or Social Sciences program, with two (2) to four (4) years of related experience
• Experience in casework, case management and property management preferred
• Direct experience in assisting homeless or precariously housed persons with psycho, social, physical, emotional and/or environmental problems in an emergency shelter or social services settings
• Strong background in non-violent crisis intervention and de-escalation techniques, as well as creative problem solving
• Strong knowledge of the principles of harm reduction, anti-oppression, housing first, and trauma-informed care; relevant experience may be substituted
• Strong knowledge of best practices in family violence, gender-based violence and intimate-partner violence intervention
• Current knowledge of community services, resources, policies/procedures, and programs
• Experience with Homeless Individuals and Families Information System (HIFIS) software program is preferred
• Experience in social housing programs providing affordable housing options preferred
• Knowledge of legislation, community services, resources, policies, programs, procedures and social issues affecting client population
• Ability to provide crisis intervention
• Working knowledge of Property Management software programs (i.e. Yardi or Arcari PM), and internet/web-based programs
• Valid Province of Ontario driver's licence with a reliable motor vehicle

Nice To Haves

• Valid First Aid/CPR is an asset
• Motivational Interviewing training is an asset
• Non-Violent Crisis Intervention/Prevention training is an asset
• Knowledge of Housing Services Act, Residential Tenancies Act, Landlord Tenant Board and other related legislation would be an asset
• Knowledge of related Provincial and Federal regulations for social and affordable housing programs is an asset
• Experience in facilitating individual and/or group counselling is an asset

Responsibilities

• Provides ongoing HIFIS technical assistance to CK CARES door agencies and Coordinated Access participating staff, including data management and user training.
• Provide analysis and recommendations regarding service gaps, data needs, and areas for support related to the Coordinated Access and CK CARES functions: access, assessment, prioritization and matching.
• Use databases to maintain statistics: track and analyze various performance indicators and complete reports necessary for program functioning, evaluation and funding.
• Manage data sharing, privacy protection agreements and memorandums of understanding as they relate to CK CARES agencies and partners participating in HIFIS.
• Identify data requirements, utilize and make custom report design recommendations, to meet the reporting and data sharing requirements of stakeholders.
• Update and develop training materials to improve data collection and maintain consistency across the CA system and client service programs.
• Draft and manage Coordinated Access system community framework and guidelines, with direction from Housing Services supervisors and management.
• Participate in the Built for Zero campaign program, data collection and analysis efforts, and local initiatives to reduce homelessness and reach functional zero.
• Coordinate and facilitate enumeration efforts as required by municipal or provincial mandates and direction.
• Develop and implement coordinated access, HIFIS, and enumerations policies and procedures.
• Support the implementation of CA policies and procedures among CA participating agencies and referral partners, including a community coordinated access framework and guide.
• Identify and assess complex problems including systems flow and work processes, and apply analytical and investigative skills to resolve end user issues of the CA system and HIFIS application.
• Support community agency coordination and partnerships as they interface with CA and ESS.
• Conduct presentations and trainings to existing and prospective CK CARES participating agencies and referral partners.
• Maintain up-to-date knowledge of system components (interim housing, rapid re-housing), best practices in homeless services, and regional, provincial and national resources.
• Prepare periodic reports to track progress of strategic goals and evaluate work performed.
• Understand other municipal department roles, identify cross-functional support, and engage necessary departments in service integration where possible.
• Demonstrate Chatham-Kent’s core values and competencies.
• Assist in the delivery and administration of a variety of housing programs and services, including social housing programs (public housing, rent supplement, private non-profit and co-operative housing), affordable housing initiatives, and transitional housing programs.
• Use sound judgment and discretion to ensure participants receive effective service within a complex legislative and policy environment that incorporates the unique circumstances of each individual participant.
• Provide effective case planning and eviction prevention strategies.
• Provide participant eligibility assessment, which may include income testing, and assist individuals in examining alternative housing programs, support or medical services that enable applicant/tenant to live independently.
• Provide individual counselling, facilitate group counselling, implement eviction prevention strategies, provide advocacy for tenants/applicants, and liaise with housing providers and community partners.
• Work collaboratively to assist in achieving self-reliance and independence through rent-geared-to-income assistance, transitional, or affordable housing programs while identifying and addressing barriers to housing.
• Collect, document, investigate and evaluate information to determine client's ongoing eligibility.
• Resolve conflict situations including client complaints and disputes; listens, mediates, negotiates and provides support and guidance.
• Provide crisis intervention for emergency situations involving clients by assessing the situation, then presenting and implementing solutions.
• Assist applicants/tenants in need of affordable housing by providing individual/group counselling, crisis intervention, case planning collaboration, referrals for community supports, and implementing eviction prevention strategies to facilitate successful tenancies and prevent homelessness.
• Liaise with housing providers and community partners.
• Conduct follow up with clients by phone/in person at various locations such as offices, community centres, and clients' homes.
• Participate on internal/external committees to enhance client services and business operations.
• Act as a representative by preparing for, attending hearings and court cases, presenting information and testifying.
• Support all Housing Services team members in achieving departmental objectives while continually seeking new methods and procedures to increase personal and organizational efficiency and effectiveness.
• Develop and implement life skills training; work with participants to teach and enhance life skills, including cleaning, laundry, landlord/tenant rights and responsibilities, budgeting, being a good tenant/neighbour, hygiene, medical, financial and emotional needs and refer to appropriate community supports etc.
• Transport and/or accompany participants when necessary to apartment viewings, appointments (mental health, court appearances, income support, Children’s Services), and/or other relevant commitments.
• Monitor ongoing eligibility, including program participation requirements and ensure compliance with program discharge if required.

Benefits

• Participation in the OMERS pension plan (mandatory)
• Sick and vacation entitlements
• Comprehensive group benefits package (following successful completion of a 3-month waiting period)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level