Location: Ottawa, Ontario

Reports to: Coordinator, Evelyn Horne's Young Women's Emergency Shelter and Transitional Housing

Employment Status: Permanent, Full-time

Bargaining Unit Status: Included

Annual Salary: $64,646.40 - $77,604.80

Language requirement: English is essential. French is essential

Bonafide occupational requirements (BFOR): None

Closing date: October 31st, 2026

Schedule: On-site, Monday to Friday 8:30am to 4:30pm (40 hours per week)

Competition #: 26-112

Posted: Internally and externally

Existing vacancy: yes

About us:

Founded in 1960, the Youth Services Bureau of Ottawa (YSB) is one of the largest and most comprehensive non-profit agencies in Ottawa and a registered charity. It provides mental health services, employment programs, emergency shelter, community, health and housing services, and justice programs to youth in the Ottawa area, serving between 2,500 and 3,000 at‑risk individuals aged 12+ and their families every month. YSB employs 400 caring professionals in a unionized environment in over 22 locations across Ottawa.

Under the general direction of the Director of Community Services and Assistant Director, and immediate supervision of the Coordinator, Shelter and Transitional Housing Services, the Family and Natural Supports (FNS) Case Manager works collaboratively with youth residing in emergency shelter to strengthen, restore, and sustain relationships with family members, chosen family, friends, and other natural supports.

Building on the Shelter Diversion program, the FNS Case Manager provides ongoing assessment, mediation, family engagement, and case planning to support youth in reconnecting with safe and supportive adults whenever appropriate. Through a strengths-based, youth-centered, and trauma-informed approach, the position helps youth build sustainable support networks that promote housing stability, well-being, and successful transitions from shelter into permanent housing.

The Family and Natural Supports Case Manager works collaboratively with shelter staff, Diversion case managers, community partners, and natural support networks to embed family and natural supports throughout the young person's shelter experience.

Principal Duties

- Receive referrals from shelter staff and Diversion Case Managers for youth who may benefit from Family and Natural Supports interventions.
- Complete comprehensive Family and Natural Supports assessments to identify opportunities for family reunification, conflict resolution, relationship strengthening, or engagement of other supportive adults.
- Partner with youth to develop individualized Family and Natural Supports plans that align with their goals, safety, and readiness for engagement.
- Facilitate conversations, mediation, restorative meetings, and family conferencing between youth and their family members, caregivers, chosen family, or other natural supports when appropriate.
- Conduct outreach to family members and other natural supports to build engagement, strengthen communication, and explore opportunities for increased involvement in the young person's life.
- Support youth in identifying, expanding, and strengthening their circle of non-professional supports through resource mapping, relationship building, and community connections.




- Work alongside shelter staff to integrate Family and Natural Supports practices into daily service delivery and reinforce relationship-based interventions throughout a youth's shelter stay.
- Support youth and their families in accessing community resources, counselling, mediation, parenting supports, financial assistance, and other services that strengthen long-term stability.
- Maintain regular contact with youth and their identified supports to monitor progress, address emerging barriers, and adjust intervention plans as needed.
- Participate in case conferences and multidisciplinary planning meetings with internal and external service providers.
- Document assessments, case plans, interventions, and outcomes in accordance with YSB policies, procedures, and documentation standards.
- Collect and maintain data related to Family and Natural Supports interventions to support program evaluation, continuous quality improvement, and research initiatives.
- Participate in program development, implementation, and evaluation activities related to Family and Natural Supports practice.
- Participate in all required training and engage in ongoing professional development related to mediation, restorative practices, family systems, trauma-informed care, and youth homelessness prevention.
- Attend and participate in supervision, team meetings, and organizational committees as required.
- May supervise students and volunteers as assigned.
- Act in accordance with applicable legislation, YSB policies and procedures, and the collective bargaining agreement.
- Follow secure work practices as established by YSB and the program.

Job Specifications / Qualifications

(The qualifications are appended to the and are not intended to be part of the .)

- Diploma or degree in Social Work, Social Services, Psychology, Child and Youth Care, Conflict Resolution, or a related field.
- Minimum three years of direct experience working with youth experiencing homelessness or housing instability.
- Demonstrated experience engaging families, caregivers, chosen family, and other natural supports using strengths-based, trauma-informed, and youth-centered approaches.
- Knowledge of family systems theory, restorative practices, mediation, motivational interviewing, and conflict resolution strategies.
- Strong case management, assessment, facilitation, and relationship-building skills.
- Experience working collaboratively with multidisciplinary teams and community partners.
- Knowledge of youth homelessness, Housing First for Youth principles, and family and natural supports approaches.
- Understanding of the intersectionality of homelessness, mental health, substance use, trauma, culture, and 2SLGBTQIA+ identities.
- Excellent verbal, written, organizational, and documentation skills.
- Demonstrated ability to work independently while managing a diverse and dynamic caseload.
- Bilingualism (French and English) is mandatory.

Additional Qualifications:

- Successful applicants will be required to provide a clear Vulnerable Sector Check obtained within the past six (6) months, as a condition of employment with YSB.




- To confirm language proficiency required for this position, successful candidates may be requested to undergo an oral and written assessment conducted by a third-party provider, arranged by YSB. Candidates must meet the minimum required linguistic profile before their employment start date.

Disclaimer:

This indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbents may be asked to perform other duties as required.

What we offer:

- An opportunity to join a vibrant team and be part of truly meaningful and rewarding work;
- 15 days of annual vacation + 2 personal days;
- 100% YSB-paid group health benefits
- Pension plan from Day 1
- A team where you get to be yourself everyday and where you have the freedom to innovate;
- Holiday pay, as determined by YSB polices and the Collective Agreement in place

Additional compensation:

- This position may qualify for overtime at 1.5 rate after 40 hours worked per week, as determined by YSB polices and the Collective Agreement in place;
- This position may qualify for on call compensation, as determined by YSB polices and the Collective Agreement in place;
- This position may qualify for emergency shift compensation at 1.5 rate, as determined by YSB polices and the Collective Agreement in place.

Please be advised that the number of overtime and on-call hours is not guaranteed, varies by position and is determined based on each program’s operational needs, YSB policies and Collective Agreement in place.

Join us!

If you think this vacancy is a good fit, we would love to hear from you. Please visit the career section of our website to submit your resume and one-page cover letter. Don’t just tell us what we want to hear, tell us your story and why you would make a great addition to our team.

We know applying to a job takes time and thank all candidates for their interest. While we are not able to get back to every candidate, we will ensure shortlisted applicants are aware of their status and will do our best to provide feedback if that can be helpful. Please be advised that although ADP has embedded AI functions YSB does not use this AI function to make hiring decisions.

All recruitment decisions including the screening of applications are made by our hiring team, who review each application with care and consideration. We value the individuality and potential of each applicant and strive to create an inclusive hiring experience. If you have any questions about our recruitment practices, we encourage you to reach out to our Talent Acquisition Coordinator.

At YSB, we are committed to building a workforce that reflects the diversity of our community. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from the LGBTQ community and/or people with intersectional identities. Accommodation will be made available for applicants with a disability throughout the hiring process, kindly make your needs known in advance.

All interested candidates are encouraged to apply. In the event a qualified candidate is not found, candidates that do not meet the qualifications indicated on the posting may be considered. Qualified candidates may be contacted at any time throughout the application window, upon the closing date.

📌 Family and Natural Supports Case Manager (Ottawa)
🏢 Youth Services Bureau of Ottawa
📍 Ottawa