Salary Range: $60,000.00 To $64,000.00 Annually

Position Title: Case Manager
Location: Wardlaw Residences (51-Unit Supportive Housing Program)
Employment Type: Full-Time
Reports To: Program Director

Position Summary
The Case Manager plays a key role in supporting residents at Wardlaw Residence, a 51-unit supportive housing program serving youth, newcomers and seniors who have experienced or are at risk of homelessness. Working within a person-centered, trauma-informed, and harm reduction framework, the Case Manager fosters a safe, respectful, and inclusive living environment while supporting residents to maintain housing stability, improve well-being, and achieve their personal goals.

The Case Manager provides day-to-day support, crisis intervention, community referrals, life skills coaching, and tenant engagement while promoting independence, dignity, and community inclusion.

Key Responsibilities
Resident Support

Build positive, professional relationships with residents based on respect, trust, and collaboration.

Conduct intake, assessment and orientation for new residents.

Assist residents in identifying strengths, goals, and developing individualized support plans.

Provide ongoing emotional support, encouragement, and practical assistance.

Support residents in maintaining successful tenancies and understanding their rights and responsibilities.

Assist youth residents in developing life skills, independence, self-advocacy, educational engagement, and employment readiness.

Assist residents with developing daily living skills including budgeting, meal planning, housekeeping, personal organization, and accessing transportation.

Provide age-appropriate and culturally responsive support tailored to the unique needs of youth, newcomers, and seniors.

Support newcomer residents in understanding and navigating Canadian systems, including housing, healthcare, education, income supports, transportation, and community services.

Assist residents in overcoming barriers related to language, cultural adjustment, social isolation, and community integration.

Support senior residents in maintaining independence, health, mobility, and community connections.

Encourage resident participation in programming, community activities, and social connections.

Promote opportunities for intergenerational engagement and positive relationships among residents while respecting individual boundaries, cultures, and lived experiences.

Housing Stability

Monitor resident well-being and identify early signs of housing instability.

Support conflict resolution between residents using restorative and trauma-informed approaches.

Assist residents in maintaining safe and clean-living spaces.

Collaborate with management & property services regarding maintenance concerns while maintaining resident confidentiality.

Promote a healthy, respectful, and welcoming living environment.

Work collaboratively with residents to develop individualized housing plans that support long-term housing stability and future housing goals.

Assist residents in preparing for successful transitions to permanent or more independent housing when appropriate.

Support residents in identifying suitable housing opportunities within the community based on their needs, preferences, and eligibility.

Case Management and Community Connections

Provide information and referrals to community resources including:
Healthcare providers





Mental health and addiction services

Employment and education supports

Income assistance programs

Legal services

Cultural and recreational resources

Provide education to residents regarding tenancy rights and responsibilities.

Advocate alongside residents to access services and remove barriers.

Participate in case conferences and interdisciplinary team meetings.

Maintain collaborative relationships with housing providers, community agencies, and other service partners to facilitate successful housing outcomes.

Newcomer Supports

Connect newcomer residents to settlement, immigration, language assessment, interpretation, credential recognition, and employment services.

Assist residents in accessing English language classes, citizenship resources, and cultural community supports.

Youth Supports

Support youth in accessing education, training, employment, financial literacy, and mentorship opportunities.

Assist youth in building independent living skills, healthy relationships, and long-term housing plans.

Senior Supports

Connect seniors to healthcare services, senior wellness programs, home care supports, benefits programs, recreational opportunities, and aging-related resources.

Assist seniors in accessing mobility supports, accessibility resources, and community programs that reduce social isolation.

Crisis Intervention

Support resident to develop safety plans and ensure period review and update

Respond effectively to crises using de-escalation techniques and sound judgment.

Conduct wellness checks as required.

Assess situations involving mental health, substance use, or behavioural concerns and connect residents to appropriate supports.

Follow emergency procedures and organizational policies.

Document incidents accurately and promptly.

Respond appropriately to situations involving cognitive decline, dementia-related concerns, elder abuse, youth vulnerability, and settlement-related stressors.

Program Delivery

Facilitate, support and assist with recreational, educational, cultural, and wellness programming.

Encourage resident leadership and participation in community-building activities.

Support initiatives that foster inclusion between youth and senior residents while respecting their diverse needs and experiences.

Develop programming that reflects the interests and needs of youth, newcomers, and seniors.

Coordinate workshops related to housing, tenancy rights, financial literacy, health and wellness, employment readiness, cultural integration, and independent living skills.

Encourage resident leadership, peer support, volunteerism, and community participation.

Foster meaningful intergenerational opportunities that build community cohesion and mutual respect among residents.

On-call Duties.

Documentation and Administration

Maintain accurate, timely, and confidential case notes and documentation.

Complete incident reports, shift reports, and required administrative records.

Participate in team meetings, supervision, and ongoing training.





Maintain professional boundaries and confidentiality in accordance with organizational policies and legislation.

Qualifications
Education

Diploma or degree in Social Work, Child and Youth Care, Human Services, Community Support, Psychology, or a related field.

Equivalent education and relevant experience may be considered.

Experience

Minimum 2 years experience working with individuals experiencing homelessness, housing instability, mental health challenges, substance use, trauma, or complex social needs.

Experience working in supportive housing, shelters, community services, or residential settings is preferred.

Experience supporting youth, seniors, or diverse populations is considered an asset.

Knowledge and Skills

Demonstrate an understanding of how trauma, migration experiences, age-related concerns, social isolation, discrimination, and systemic barriers may contribute to crisis situations.

Strong understanding of Housing First principles.

Knowledge of trauma-informed, person-centered, harm reduction, and culturally responsive practices.

Understanding of mental health, addictions, aging, youth development, and community resources.

Excellent interpersonal, communication, conflict resolution, and problem-solving skills.

Ability to work independently while contributing effectively to a multidisciplinary team.

Robust organizational and documentation skills.

Ability to maintain professional boundaries while building meaningful therapeutic relationships.

Knowledge of settlement services, immigration-related support systems, and barriers commonly experienced by newcomers.

Understanding of youth homelessness, youth development, and transitional-age youth supports.

Understanding of aging-related challenges, seniors' services, social isolation, cognitive health, and aging-in-place approaches.

Knowledge of anti-oppressive, anti-racist, equity-informed, and culturally responsive practices.

Ability to work effectively with interpreters, cultural service providers, and diverse communities.

Requirements

Current First Aid and CPR certification (or willingness to obtain).

Non-Violent Crisis Intervention (NVCI) or equivalent training is an asset.

Valid Criminal Record Check with Vulnerable Sector Screening.

Occasional evening and weekend hours may be required.

Working Conditions

Work is performed within a supportive housing environment serving residents with diverse and complex needs.

Regular interaction with individuals experiencing mental health concerns, substance use, trauma, and crisis situations.

Frequent walking throughout the building, responding to resident needs, and participating in community activities.

3-flights of stairs and one elevator

May require lifting light supplies and setting up program spaces.

Evening and weekend on-call duties apply - 1 week per month

Core Competencies

Compassion and empathy

Cultural humility and inclusion

Professionalism and integrity

Teamwork and collaboration

Adaptability and resilience

Critical thinking and sound judgment

Effective communication

Resident-focused service

Accountability

Cultural responsiveness and cross-cultural communication

Housing navigation and advocacy

Youth engagement and mentorship

Senior-centred support

Community partnership development

Resident empowerment and capacity building

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📌 Wardlaw Case Manager (Ontario)
🏢 Youth Without Shelter
📍 Ontario