MADISON COMMUNITY SERVICES

POSITION DESCRIPTION :

POSITION TITLE : Full Time Engagement and Support Worker (12 Lansdowne Program)

PAY RATE : $26.80 per Hour

REPORTS TO : Manager, Housing Programs

ABOUT MADISON:

Madison Community Services is a non-profit organization dedicated to promoting independence, health, recovery, and community integration for individuals living with mental health challenges. We achieve this through the delivery of client-centered, recovery-oriented case management, supportive housing, and a wide array of mental health and settlement services.

Madison is committed to achieving high standards of care that are evidence-based, client-centered, recovery-focused, and aligned with Accreditation Canada's standards. We are dedicated to continuously improving our quality of services through measurable outcomes and performance indicators.

POSITION SUMMARY

Engagement and Support Workers provide residential support to clients and play a vital role in delivering recovery-oriented, client-focused care that is consistent with Accreditation Canada's standards on Mental Health and Addictions Services.

The worker is responsible for supporting clients in areas such as promoting health and safety, meal preparation, activities of daily living (ADLs), facilitating group supports, and encouraging cleanliness and life skills—all aligned with best practices in Safe and Effective Care and Service Excellence.

This position reports to the Program Manager, Housing Programs. However, senior management in Madison Community Services in relations to Operations responsibilities, funding compliance, and accreditation standards may also provide guidance.

DUTIES, RESPONSIBILITIES, AND RELATED TASKS

1. Organizational

- Promote and monitor health and safety in accordance with Accreditation Canada's Work life and Workforce standards, including psychological safety.
- Ensure compliance with Madison’s policies, procedures, and supportive housing guidelines.
- Report safety hazards promptly to management to maintain a safe environment for staff and clients.
- Support Madison’s mission to foster client autonomy, inclusion, and mental wellness through all services.
- Uphold client rights, dignity, and confidentiality in line with the Ethics Framework and Client Safety Standards from Accreditation Canada.
- Comply with Madison’s policies, standards, guidelines and procedures.
- Encouraging and supporting clients to maintain a clean and appropriate apartment, including developing a schedule and support for various ADL’s of clients.
- Other work related duties that may be developed or assigned by the Program Manager, Housing Programs as needed.
- Work from a recovery framework in achieving the organization’s mission, which is: to promote the health, independence, recovery and community integration of persons with mental health and/or addictions challenges through advocacy, education and the provision of a broad range of community based and housing support services.

2. Client Support Functions

- Meet and conduct interviews to potential clients and their support team before move-in using approved intake and assessment tools.
- Orient new residents to the building, emergency protocols, and expectations.
- Follow infection prevention and pest control protocols per Infection Prevention and Control (IPC) standards.
- Provide support with daily routines, meal planning, and wellness strategies.
- Facilitate group coaching, peer-led activities, and psychoeducation in accordance with recovery principles

3. Support Functions

- Meet with the potential clients and their Support Team prior to moving them into the residence. Utilize designated assessment tools
- Work safely and report any work safety concerns to management.
- Participate in the orientation of new residents to the building.
- Follow Madison’s policies with respect to infection control and pest control.
- Maintain ongoing support with clients in their housing.
- Assisting with various ADL’s as defined by each Client’s assessment of needs
- Assist with group supports, coaching, life skills and ADLs.

4. Community Support Functions

- Collaborate with the case manager to assess client needs using evidence-informed tools (e.g., Ontario Common Assessment of Need).
- Support development of individualized care plans that reflect client preferences, cultural identity, and trauma history.




- Provide health education and harm reduction strategies per Health Promotion and Chronic Disease Management standards.
- Communicate client progress and risks regularly to the support team.
- Participate with case manager in completing an assessment of client needs and abilities through information obtained from the client, his/her informal supports and the referral source, utilizing agency and/or funder tools.
- Assist case manager in developing a comprehensive individualized plan, which incorporates client’s goals, values and identifies all skills, resources and service requirements.
- Provide information and strategies for health promotion and prevention
- Liaise frequently with case manager/support network regarding client needs.

5. Monitoring and Evaluation

- Participate in case reviews and team huddles to support ongoing quality improvement.
- Report housing or behavioral concerns and ensure these are documented for audit and evaluation purposes.
- Collect and relay client feedback to support Madison’s client experience and engagement measures.
- Follow up regularly with case manager and other partner organizations support team.
- Report housing needs to management for follow up.
- Maintain a record of client feedback, concerns and report to management.

6. Administrative

- Maintain accurate documentation in TREAT and secure client files per privacy and documentation standards.
- Update and review individual crisis and wellness plans regularly to support safety and risk mitigation protocols and end of shift reports
- Maintain a communication log to inform colleagues of any issues or trends.
- Other related duties as required.
- Document daily interactions with clients and groups utilizing TREAT
- Maintain client files onsite in a secure location.
- Maintain an up to date crisis plan for all tenants and ensure immediate access at all times.
- Be on call via cell phone for building staff and clients throughout each shift.

7. Community Relations

- Maintain community relations and partnerships within the community that will benefit clients.
- Represent the mission, values and philosophy of Madison in the community including particular networks or meetings as requested.

8. Career development

- Set annual performance and professional development goals.
- Participate in regular supervision with supervisor.
- Attend relevant workshops and other in-service events as approved.
- Participate in agency internal consultations and committees as requested.
- Become fluent in Madison’s policies, procedures, standards and guidelines of operation.

9. Other

- Performs other job related duties as assigned by the Program Manager, Housing Programs or other management team members as appropriate.
- Work independently and collaboratively in accordance with interdisciplinary team-based care standards

KNOWLEDGE, SKILLS AND QUALIFICATIONS

- Bachelor’s degree; college diploma in a related field or a combination of education/experience.
- Minimum 2 years’ experience as a Social Service Worker/ Developmental Service Worker and working directly with clients dealing with substance use and mental health issues.
- Awareness of and sensitivity to the philosophies of supports and services with people who have mental health challenges.  Effective conflict resolution, crisis intervention and de-escalation skills.
- Excellent communication skills.
- Commitment to excellence in support and services.
- Familiarity with harm reduction, recovery-oriented practice, and housing-first models.
- Strong crisis intervention and de-escalation skills consistent with Accreditation Canada's Crisis and Emergency Preparedness standards.
- Knowledge of trauma, stigma, and systemic barriers experienced
- Experience supporting people who have mental health challenges; experience related to supporting persons with schizophrenia an asset.
- Life Skills Certification an Asset.

Preferred Assets & Certifications

- ASIST and/or SafeTALK Training




- Mental Health First Aid
- Nonviolent Crisis Intervention (NVCI) / CPI Certification
- Naloxone Administration & Overdose Response Training
- Trauma-Informed Care Training
- Motivational Interviewing Training
- WHMIS & Occupational Health & Safety Training
- Valid Ontario G-Class Driver’s License considered an asset

Core Competencies

- Trauma-Informed Care
- Harm Reduction & Recovery-Oriented Practice
- Mental Health & Concurrent Disorders Support
- Client Advocacy & System Navigation
- Crisis Intervention & Conflict Resolution
- Housing Stability & Eviction Prevention
- Risk Assessment & Safety Planning
- Anti-Oppressive & Culturally Safe Practice
- Community Engagement & Relationship Building
- Documentation & Case Management
- Collaboration & Interdisciplinary Teamwork
- Communication & De-escalation Skills
- Quality Improvement & Accreditation Compliance
- Professional Ethics & Boundaries

CONFIDENTIALITY & PRIVACY

- Maintain strict confidentiality and privacy standards in accordance with PHIPA, MFIPPA, organizational policies, and professional ethical standards.
- Ensure all client information, records, and communications are handled securely and appropriately.

WORKPLACE ENVIRONMENT

This role operates within a high-acuity supportive housing environment serving individuals with complex mental health, addictions, behavioural, and social challenges.

Employees may encounter

- Mental health crises and emotional dysregulation
- Substance use and overdose situations
- Verbal aggression, threats, or behavioural escalation
- Exposure to second-hand smoke and substance use environments
- Unsanitary living conditions, pests, bed bugs, bodily fluids, and environmental hazards
- Clients experiencing psychosis, trauma responses, paranoia, or instability
- High-pressure situations requiring immediate response and critical decision-making
- Frequent interruptions, competing priorities, and crisis-driven workflow

The position requires resilience, professionalism, emotional intelligence, adaptability, and strong crisis management skills.

Why Join Madison Community Services?

At Madison Community Services, you will join a compassionate and mission-driven organization committed to improving lives and strengthening communities through supportive housing and mental health services. We offer:

- Meaningful and rewarding work
- Supportive and collaborative team environment
- Ongoing professional development and training
- Opportunities for growth and advancement
- Inclusive, equity-focused workplace culture
- Opportunity to contribute to recovery-oriented and trauma-informed care

COMMITMENT TO EQUITY, DIVERSITY, AND INCLUSION

Madison Community Services is an equal opportunity employer committed to building an inclusive, accessible, and equitable workplace. We strongly encourage applications from individuals who identify as Francophone, BIPOC, Indigenous, LGBTQ2S , persons with disabilities, and newcomers. Accommodation is available throughout the recruitment and selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA)

COMMITMENT TO QUALITY AND ACCREDITATION STANDARDS

This role is integral to Madison’s ongoing commitment to quality care and meeting the Accreditation Canada Qmentum standards related to:

- Client-centered service delivery
- Cultural competence and safety
- Staff training and supervision
- Performance measurement
- Risk management and continuous quality improvement

HOURS OF WORK

- Monday to Friday (subject to operational needs) from 11 AM -7 PM
- Ability to work in high-demand, crisis-responsive environments is essential
- Travel between Madison program sites and community locations may occasionally be required
- Staff may be required to support emergency responses and critical incidents outside regular duties Madison Community Services reserves the right to modify job duties and responsibilities based on operational requirements

We encourage all applicants to review Madison’s website to learn more about us at www.madisoncs.org

Applicants are requested to submit their resume and cover letters to [email protected] expressing their interest in the position on or before September 28th 2026

We thank all applicants for their interest, however only those candidates selected for an interview will be contacted

Pay: $26.80 per hour

Work Location: In person

📌 Full Time Engagement and Support Worker (12 Lansdowne Program) (Toronto)
🏢 Madison Community Services
📍 Toronto