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Reporting to the Supervisor, Human Services – Homelessness System Operations or the Supervisor, Human Services – Community Social Housing, the Residential Care Facilities & Homelessness System Caseworker is responsible for managing a complex caseload of clients who require focused, specialized supports and services, including financial, residential and employment assistance. The role involves the homeless serving system and Ontario Works program, acting as a subject‑matter expert and responding to client, staff and community inquiries, and delivering specialized supports while guiding internal and external stakeholders.

Responsibilities

Provide immediate response, crisis intervention and safety planning for emergencies such as domestic violence, mental health crises, addictions, evictions, disasters, encampments and disruptive behaviours, ensuring safety of clients, staff and the public.

Collaborate with relevant stakeholders to ensure timely and appropriate responses to emergencies while maintaining ongoing support for affected individuals.

Maintain a specialized caseload of individuals and families experiencing homelessness and complex barriers; conduct comprehensive assessments and provide intensive, client‑centred, housing‑focused case management, including development and implementation of individualized case and outcome plans.

Assess and monitor eligibility for Ontario Works and related advantages, assisting clients in accessing all applicable income supports, and review, authorize and reconcile financial transactions within approved budgets.

Act as liaison and subject‑matter expert for complex inquiries and escalations from staff, leadership, community agencies, elected officials and the public; provide informed analysis, recommendations and coordinated responses.

Design, develop and deliver training and community presentations; provide mentoring and professional development; contribute to policy, procedure and system improvements.

Collaborate with the Province via the Hamilton Homeless application pilot project to provide application support for unhoused Ontario Works applicants and their families in local offices and community locations.

Respond to hospital and detention centre discharges, attending hospitals and/or detention centres to complete Ontario Works and other applications.

Assist the Housing Services Supervisor with complex and emergency applications, walk‑ins and severe barriers to accessing traditional supports.

Provide front‑counter, phone and e‑mail support related to complex public inquiries, payments and crisis assistance.

Review serious incident reports and complaints in partnership with community agencies, Licensing, Fire and Health Departments.

Write reports, compile statistics and records, compose correspondence, develop and maintain tracking logs such as Hotel Placement, Emergency Drug Card, Out‑of‑Town Transportation, Taxi Transportation, DARTS, Bus Passes and Residential Care Facilities Subsidy Wait List.

Review and determine eligibility for each client’s subsidy application within Residential Care Facilities, calculate and notify client and staff of resident contributions towards home fees.





Open and close confidential client files; maintain case information via the Homeless Individuals and Families Information System (HIFIS), Social Assistance Management System (SAMS) and Residential Care Facilities Database.

Recommend appropriate housing, employment‑related programs, activities and supports.

Participate in the Coordinated Access System and in case conferences with Housing Services, Ontario Works, ODSP, shelter and Residential Care Facility staffs to facilitate coordinated supports and address delivery concerns.

Promote collaboration and empowerment among colleagues and clients.

Advocate on behalf of applicants/clients, providing accompaniment in the community to ensure equitable access to supports and resources.

Maintain detailed knowledge of legislation, policies, procedures and current changes to ensure compliance with Ontario Works, ODSP, Emergency Shelters System, homeless operations, coordinated access system and encampment protocols.

Assist clients with the ODSP application process, including accompaniment to monthly income clinics and guidance to promote equitable access to benefits services and community resources.

Ensure compliance with R‑Zone policy by monitoring and addressing trespassing community members.

Collaborate with leadership to address and resolve daily issues related to applications, absences, coverage, walk‑ins and complex clients.

Provide efficient office coverage and support in absence of leaders, managing emergencies and answering inquiries to ensure continuity of services.

Provide coverage for staff in office and in the community as needed for unplanned, vacation or training absences.

Engage in case conferences with colleagues and leadership to assess challenges, emerging trends and systemic issues related to Housing Services, Ontario Works, ODSP and the unhoused Pilot Program, contributing to strategy development.

Testify in court as required.

Utilize SAMS, BAM, CAM and HIFIS to inform case management and ensure accurate and timely reporting.

Respond to emergency evacuations such as major fires and chemical spills by staffing shelters, obtaining food supplies and assisting in transportation of disabled persons.

Assist the Program Manager/Supervisor with eligibility criteria for a new Operator of a Residential Care Facility.

Work in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies related to Occupational Health and Safety.

Perform other duties as assigned that are directly related to the major responsibilities of the job.

Qualifications

Demonstrated knowledge of principles, theories and code of ethics normally gained through a University degree in Health, Human Services or Social Services, or a diploma from a two‑year Community College program in Health,



Social Services or Human Services, and extensive experience counseling clients, conducting interviews, and assisting individuals and families experiencing chronic homelessness, mental health and substance use.

Knowledge gained by successful completion of training for an Ontario Works Case Aide or Ontario Works Case Worker, with progressive on‑the‑job experience as a Case Aide or Case Worker.

Demonstrated expertise and proficient knowledge of the Ontario Works Act, regulations, policies, Special Supports guidelines, ODSP guidelines, coordinated access and homelessness system operations, emergency shelters and encampment policies, procedures, and directives; ability to comprehend and interpret legislation for communication and education purposes.

Strong working knowledge of SAMS and HIFIS.

Exceptional client service and interpersonal skills, proven ability to support clients, staff and community agencies in challenging situations, respond calmly to manage emergencies and defuse conflicts effectively.

ASIST: Applied Suicide Intervention Skills training and nonviolent intervention training is an asset.

Demonstrated ability to mentor and support staff, students and new employees within the homeless supporting system.

Proven ability to apply innovative problem‑solving with a solution‑focused lens in escalated or specialized cases, assessing needs and providing person‑centred services.

Advanced interpersonal skills to navigate sensitive and complex interactions with colleagues, clients and community agencies.

Proven ability in conflict resolution, including de‑escalation and effective management of challenging situations.

In‑depth knowledge of community agencies and related resources, with exceptional knowledge of housing, chronic homelessness, substance use and mental health services.

Excellent verbal communication, facilitation and presentation skills to conduct meetings and community presentations.

Strong time management, planning and organizational skills demonstrated through extensive case management and outreach supports.

Ability to meet tight deadlines, manage multiple projects, client cases and community partner inquiries.

Strong work ethic with a creative and progressive perspective.

Proactive, results‑driven self‑starter with a strong focus on achieving positive outcomes.

Excellent written communication skills with demonstrated ability to write case notes, reports and compile statistics.

Must possess a class G driver’s licence with access to a reliable vehicle; ability to conduct client interviews three or more times per week at locations other than the assigned office.

French language skills would be an asset.

THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE.

The City of Hamilton is an equal‑opportunity employer that is committed to inclusive, barrier‑free recruitment and selection processes. Consistent with our values and corporate culture pillars, the City provides equitable treatment to all and offers accommodation for applicants during the hiring process up to the point of undue hardship.

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Apply on Kit Job: kitjob.ca/job/2w95ne

📌 Job ID #32025: Residential Care Facilities & Homelessness System Caseworker (PERIODIC) (Ontario)
🏢 Hamilton Insurance Group
📍 Ontario