Case Manager- Complex Needs

Welcomecentreshelter; Windsor; Hybrid; CAD 33,000 - 36,000; Full time

Job summary

The Welcome Centre Shelter for Women and Families is seeking a Case Manager- Complex Needs to support high-need clients during shelter stays. You will coordinate services, assess needs, and advocate for access to health and social supports.

Reporting to the Social Work Programs Coordinator, this full-time role requires strong organization, trauma-informed practice, and knowledge of Ontario supports while working in a busy shelter environment.

Qualifications

• Formal university-level education in health or social sciences.
• Experience in case management and working with high-need populations preferred.
• Must have a valid Ontario driver’s license and access to a vehicle for work-related duties.

Responsibilities

• Provide on-site case management and coordinate services for shelter clients.
• Advocate for access to health, education, and social supports.
• Maintain accurate documentation and comply with agency policies and procedures.

Skills

Case management

Crisis intervention

Assessment & planning

Advocacy

Documentation

MS Office

Education

University degree in health or social sciences

Tools

HIFIS

Ontario Works

OCSWSSW standards

MS Office

Job description

JOB DESCRIPTION

Position: Case Manager- Complex Needs

Hours: 37.5 hrs weekly (Mon-Fri 9am-5pm)

Length: Full-time, Permanent

Wage: $23.85-$25.85 maximum

Reports To: Social Work Programs Coordinator

Updated: Sept 2026

GENERAL DESCRIPTION

The Case Manager provides temporary case management services to identified high needs individuals/families during their short-term emergency shelter stay that bridge the gap between clients in shelter and essential health and education-related services. The Case Manager carries out these duties alongside the Housing Support, Peer, and Shelter Support Team. Supports include crisis intervention, assessment, system navigation, case coordination and consultation with other service providers, and discharge planning or transfer of service, where appropriate. The Case Manager works with clients who require additional support beyond traditional housing-focused case management due to complex or intersecting needs. This may include clients experiencing mental health or substance use concerns, acquired brain injury, physical health challenges, disabilities or developmental needs, domestic violence, or other circumstances requiring intensive advocacy, service coordination, crisis support, and system navigation. Responsibilities specific to Case Management includes informal assessment, identification of specific needs, and social service intervention in an emergency shelter setting.

MINIMUM QUALIFICATIONS/PREFERRED EXPERIENCE

• Formal education in the provision of human or social services is required, such as successful completion of a university degree in health or social sciences.
• Experience working with women and in women’s organizations
• Minimum 1 year demonstratable experience in case management work is required
• Must have access to a dependable vehicle, valid Ontario drivers license, proof of insurance and ability to use vehicle for work-related duties (with per km renumeration at .59 cents per km)
• Successful completion of a criminal background check
• Ability to represent the agency to the public in a positive and professional manner at all times
• First Aid/CPR Certification is required prior to employment
• Strong awareness of local services available to low-income women and their families are an important part of this role
• Demonstratable ability to maintain a professional attitude, rational detachment and a problem-solving, therapeutic approach while working with sometimes challenging clients and in stressful situations
• Strong organizational skills and ability to prioritize effectively
• Ability to work independently
• Working knowledge of Microsoft Suites is required
• Working knowledge of the Homeless Individuals and Families Information System (HIFIS) is an asset
• Working knowledge of Ontario based income support programs, such as Ontario Works and Ontario Disability Support Programs is an asset
• Demonstratable ability to complete accurate and timely documentation to minimum Ontario College of Social Work and Social Service Work (OCSWSSW) standards.
• Strong commitment to client confidentiality
• High ethical standards of professional judgement and decision-making
• Physical and mental health related case management experience is preferred

The following duties outline the requirements of the Case Manager- Complex Needs; all bullet point items noted are used in instances of performance evaluation.

• Understand and adhere to contents of the Human Resource and Employee Orientation Manuals
• Notify the supervisor if clarification of a policy, procedure or safe work practice is needed
• Provide on-site support and task direction to designated students during periods of student placement
• Meet as needed with Social Work Programs Coordinator, or relevant staff, to update on student progress, barriers, successes, and plans for upcoming work
• Provide feedback assistance towards completion of student evaluations
• Act as a mentor/role model and uphold professional boundaries and ethical practice when working with students
• Provide overall case coordination for clients assigned through processes created by the Social Work Programs Coordinator
• Advocate for clients’ access to necessary services and resources that will support a positive shelter stay
• Maintain an accurate and up to date understanding of the “whole” client including their goals, needs, strengths, and resources including other supports they receive in community
• Identify client needs and develop a short-term Individualized Service Plan
• Assist identified clients in bridging/navigating social service systems, including income supports, domestic violence, psychiatric, medical, mental health/substance use, and behavioral support services
• Assist clients in coordination and navigation of the health services sector, including (but not limited to) resources available through Ontario Health at Home, Shelter Health Initiative, Developmental Services Ontario etc.
• Assess and implement evidence-based, best-practice interventions including but not limited to motivational interviewing and psychosocial education, to promote improved psychological function
• Utilize a trauma-informed approach
• Advocate and make appropriate referrals, with consent, for needed services and supports as identified in the client’s service plan
• Provide mental health, developmental disorder, physical health and concurrent disorder information to clients
• Assist/intervene in emergency/crisis situations
• Develop and promote collaborative partnerships with other service providers, agencies, and community partners, to the benefit of clients/organization
• Represent agency and client needs at assigned community tables (ex. Situation Table) and case conferences as needed or required
• Ensure all client documentation is accurately recorded in a timely manner, as required by agency and program policies and procedures (e.g. consents, care notes, service agreements, crisis safety plans, incident reports, risk assessments, etc)
• Complete all necessary program related data collection (e.g. statistics, outcome measures) in an accurate and timely manner
• Participate in the identification, development and implementation of other services in the Case Management portfolio (e.g. groups, presentations)
• Participate cooperatively in the agency performance management process/system

HUMAN RESOURCES

• Understand and adhere to contents of the Human Resource and Employee Orientation Manuals
• Notify the supervisor if clarification of a policy, procedure or safe work practice is needed

STUDENT PLACEMENT PROGRAM

• Provide on-site support and task direction to designated students during periods of student placement
• Meet as needed with Social Work Programs Coordinator, or relevant staff, to update on student progress, barriers, successes, and plans for upcoming work
• Provide feedback assistance towards completion of student evaluations
• Act as a mentor/role model and uphold professional boundaries and ethical practice when working with students

CASE MANAGEMENT/CLIENT CONTACT

• Provide overall case coordination for clients assigned through processes created by the Social Work Programs Coordinator
• Advocate for clients’ access to necessary services and resources that will support a positive shelter stay
• Maintain an accurate and up to date understanding of the “whole” client including their goals, needs, strengths, and resources including other supports they receive in community
• Identify client needs and develop a short-term Individualized Service Plan
• Assist identified clients in bridging/navigating social service systems, including income supports, domestic violence, psychiatric, medical, mental health/substance use, and behavioral support services
• Assist clients in coordination and navigation of the health services sector, including (but not limited to) resources available through Ontario Health at Home, Shelter Health Initiative, Developmental Services Ontario etc.
• Assess and implement evidence-based, best-practice interventions including but not limited to motivational interviewing and psychosocial education, to promote improved psychological function
• Utilize a trauma-informed approach
• Advocate and make appropriate referrals, with consent, for needed services and supports as identified in the client’s service plan
• Provide mental health, developmental disorder, physical health and concurrent disorder information to clients
• Assist/intervene in emergency/crisis situations
• Develop and promote collaborative partnerships with other service providers, agencies, and community partners, to the benefit of clients/organization
• Represent agency and client needs at assigned community tables (ex. Situation Table) and case conferences as needed or required

ADMINISTRATIVE

• Ensure all client documentation is accurately recorded in a timely manner, as required by agency and program policies and procedures (e.g. consents, care notes, service agreements, crisis safety plans, incident reports, risk assessments, etc)
• Complete all necessary program related data collection (e.g. statistics, outcome measures) in an accurate and timely manner
• Participate in the identification, development and implementation of other services in the Case Management portfolio (e.g. groups, presentations)
• Participate cooperatively in the agency performance management process/system

DEMANDS OF THE POSITION

Strength Guidelines

This position may occasionally require lifting, pushing, and carrying items. The maximum weight an employee may be asked to lift is approximately 30 lbs (e.g., a box of paper or supplies). While this role does not involve heavy lifting on a regular basis, the ability to move light to moderate loads safely from time to time may occur. Strength requirements are stated in a gender-neutral manner to ensure inclusivity and fairness.

Motion Parameters

The role involves a range of physical movements depending on the task or activity. Employees may be required to sit for extended periods, stand, or walk throughout a shift, climb stairs, bend, reach, squat, kneel, or perform repetitive motions. Role involves operating a computer, telephone, and keyboard all of which require continuous and controlled use of hands and fingers, or completion of same with the support of assistive medical devices.

Vision and Hearing Requirements

Adequate vision and hearing (with or without accommodation) are required to perform the essential functions of this role. As a partial desk-job, it requires excellent near vision to clearly read text, view computer screens, and handle small documents. Role includes frequent: reading documents or screens, observing surroundings, communicating in person or over the phone, and maintaining awareness in potentially noising environments within the Centre.

Work Environment

Work is primarily conducted indoors in office spaces. The environment of a shelter setting may require the position to engage with clients or staff in varying spots of the environment, such as in offices, lobby, and meeting rooms. The environment will involve exposure to varying noise levels, strong odors, potential for contact with bodily fluids, potential for contact with unknown substances, and generally stressful situations. Employees should be comfortable working in a fast-paced setting with frequent unpredictability and potential for distraction. Position involves working with and/or near those from infancy through elderly. The environment includes the ongoing use of both video and audio surveillance of common and staff areas used for purposes of ongoing staff supervision, training, coaching, along with crime prevention/response when needed.

Emotional Demands

This role requires a high level of emotional demand at work (EDW). This includes three primary areas: 1) handling emotionally charged individuals, 2) suppressing our own emotions, 3) influencing the emotions of others. Role may include occasional face-to-face interaction with people experiencing varying levels of emotional upset. Employees must be prepared to engage as a tertiary support with individuals experiencing crisis, trauma, physical

or mental health concerns or significant distress. Staff may be exposed to sensitive information, including disclosures that can be emotionally triggering, involve themes of abuse, and/or historical or acute trauma. Time stressors may include routine time constraints on specific duties and deadlines related to agency work. Emotional demands include responding to competing demands from multiple employees.

AI Disclosure

The Welcome Centre Shelter for Women and Families does not use artificial intelligence (AI) tools to screen or assess applicants at any stage of the recruitment process. All applications are reviewed by our Human Resource/Hiring Team.