Community Case Manager

About Us

At the Calgary Drop-In and Rehab Centre (the DI), we are dedicated to serving our community with kindness. Our mission – to work with community to end homelessness, one person at a time – goes beyond providing immediate support; we strive to create an environment where individuals can regain their confidence and rebuild their lives.

We are more than an emergency shelter.

Our dedicated team of staff and volunteers work tirelessly to ensure that everyone who walks through our doors feels welcomed, respected, and valued. What sets us apart is our holistic approach to support. We offer not only safe and comfortable accommodation and meals but also access to essential resources such as health and recovery services, and housing supports.

All of our programs, including emergency shelter, are low-barrier, trauma-informed, housing-focused, and recovery-oriented, aimed at supporting Calgary’s most vulnerable citizens. And our doors are always open.

Department: Housing

Job Category:

Reports To:

Position Type: Full Time

Direct Reports: N/A

Schedule: Monday-Friday

Indirect Reports: N/A

Location: Main Building

Position Summary

Utilizing a team structured approach, Community Case Managers endorse a shared responsibilities approach to managing a team's case load of clients who recently ended their homelessness and have found housing. The team utilizes its members' strengths to provide the most appropriate and efficient continuum of care. They follow the activities outlined in the Theory of Change to achieve their ultimate outcome of helping clients build capacity and achieve independence and community integration while following the principles of case management and housing first.

Reporting to the Coordinator, Case Management, the Case Managers coordinate services for clients who have obtained housing. Case Managers have the ability to: elicit compassion for people in difficult circumstances; actively and constructively listen; apply creative solutions to clients' problems; manage time effectively; resolve conflicts through effective negotiation as well as other means; and are comfortable and able to use technology proficiently.

Time Commitment

Not less than 40 hours per rotation; with 5 days on and 2 days off. Some unusual hours may be required from time to time as the need arises. These hours may be altered at the discretion of management.

Job Duties and Responsibilities

• This is a community-based program. All client meetings and interactions will be in the community or the clients' home.
• Case Planning:
• Develops a comprehensive client-driven housing plan.
• Completes a client-driven assessment to determine motivation and areas of change.
• Monitors progress towards self-sufficiency goals in regularly scheduled sessions.
• Evaluates and adjusts case plans as needed and necessary provides documentation.
• Empowers clients to become involved in their own planning and goal setting.
• Refers clients to appropriate resources to assist with meeting self-sufficiency goals.
• Recordkeeping and Reporting:
• All case notes are to be entered in the appropriate database within 48 hours of client meeting.
• HMIS data collection and input in accordance with the schedule set by the Coordinator Case Management.
• Maintains client files to include conversations, progress towards goals and documentation of any incidents – Case notes must be updated within 24 hours of client meeting.
• Report critical incidents immediately to the Manager, Overflow Shelter and follow critical incident reporting processes.
• Collects data necessary to meet funding requirements and statistical reports.
• Completes daily or weekly reports as per the request of the Manager, Overflow Shelter or the Sr. Manager, Housing & Employment.
• Attend all relevant case load review meetings.
• Community Partnerships:
• Learn and disseminate knowledge of community programs that will help our clients achieve independence.

Required Competencies and Qualifications

• A valid class 5 Alberta driver’s license and be eligible for DI insurance is preferred.
• Degree or diploma in social work is preferred; relevant experience can be considered.
• Satisfactory Criminal Record and Vulnerable Sector Check – dated within the last 6 months. Copy required.
• Three to five years’ experience working in the homeless serving sector is preferred.
• Knowledge of Housing First, Harm Reduction, and Trauma Informed Care.
• Experience working in distress and/or high-stress situations, which may include emergency response.
• Volunteer or work experience in the community with high-risk and vulnerable populations.
• Strong customer service orientation would be ideal.
• Resiliency and stress tolerance and the ability to maintain composure, remain calm and focused when dealing with a high volume of volatile and stressful situations.
• The ability to make sound rational decisions based on information provided and employ critical thinking where information may not be clear.
• Resourcefulness and knowledge of community resources and social support systems.
• High morals, ethics, and integrity.
• Energetic and self-directed, with effective time management and organizational skills including the ability to deal with several priorities at the same time.
• Strong strategically focused analytical skills, good common sense; and capacity to provide leadership.
• Well-developed interpersonal, conflict resolution, and negotiating skills.
• Strong problem-solving skills and the ability to improve projects, programs, and processes.
• Excellent communication skills, both verbal and written.
• Proficient in Office365 and Microsoft Office Suite 2016.
• Eager to learn new systems and adopt improved best practices.
• Must demonstrate initiative and work autonomously.
• A genuine commitment to the mission, vision, values, and work of the agency.

Working Conditions

The individuals we serve are experiencing homelessness or precarious housing and may also be facing substance use disorders and/or mental or physical health challenges. Many have a history of significant trauma. These experiences can influence their interactions with both staff and one another. By recognizing these behaviors as responses to past experiences, we are able to engage with our guests in a manner that is empathetic and respectful.

This role may involve high-stress situations that require resilience, compassion, and composure. At the DI, we are deeply committed to the well-being of our staff, implementing policies and providing resources that support both physical and psychological safety, as well as mental health. We address the immediate challenges faced by our team to provide the highest level of support as well as the cumulative impacts of this vital work. By prioritizing staff well-being, we empower our team to provide the highest level of support to those in need, fostering a culture of care and understanding throughout our organization.

While the work is demanding and requires a strong commitment, those who are drawn to this field often find it to be one of the most impactful and rewarding careers they can pursue. It’s about making a difference– one person at a time.

Although the DI is a smoke-free work environment, there may be occasional exposure to secondhand smoke from designated smoking areas nearby.

Why the DI?

The DI aims to be an "Employer of Choice" and affords each employee an opportunity to help make a real difference in our community, and more importantly in the lives of those who rely on our services. We take great care in hiring the right people who fit, and who share our outlook on the value of people. We believe in living our values in every work we speak and in every action we take, and we want people who share this commitment.

Our Culture

Our values form the cornerstone of our culture:

RESPECT : Our actions honour the rights, differences, and dignity of others.
COMMUNITY : Through collaborative partnerships, we work together as a team, building inclusive communities.
KINDNESS : We accept each person’s uniqueness with compassion and empathy.
WELLNESS : We promote, provide and support holistic wellbeing.
ACCOUNTABILITY : We operate with transparency and integrity in both our relationships and our commitments.

What we Offer

Staff at the DI enjoy competitive compensation packages, including employer-paid benefits depending on role and employment type.

Some of the employer-paid group benefits include:

• Sick days
• Wellness days
• Extended Health & Dental coverage
• Employer Matching RRSP Program
• Homewood EFAP
• Life Insurance and Accidental Death & Dismemberment (AD&D)

Employees will be enrolled in Long-Term Disability and Critical Illness insurance, paid for by the employee. This is mandatory and may not be opted out of.

Benefits are based on employment type and usually available on the 1st of the month following your start date. If you are successful in obtaining employment with the DI, Human Resources will discuss your eligibility for benefits with you.

Vulnerable Sector Check

A satisfactory vulnerable sector clearance is required prior to resumption at the DI.

Alberta Living Wage Employer

The DI is an Alberta Living Wage Employer. This means we are committed to paying our employees a living wage that allows them to meet their basic needs and participate in their communities. A living wage is different from minimum wage in that minimum wage is mandatory and the same throughout the province while a living wage reflects what people need to cover the actual costs of living in their communities. Payment of a living wage is a voluntary commitment from employers to go beyond the minimum. Visit https://livingwagealberta.ca/living-wage/ to learn more about the living wage.

The DI is an equal employment opportunity employer. We are committed to and support equal employment opportunity for all individuals without regard to race, religion, color, national or ethnic origin, gender, age, sexual orientation, gender identity, disability, or veteran status.

If you are an applicant in need of accommodations or special assistance throughout the interview process, please submit a request by email to hr@thedi.ca.