Family Case Manager

The Institute for Human Services, Inc.; Ottawa; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading organization focused on supporting homeless families is seeking a full-time Case Manager in Ottawa. The role involves intake services, developing individualized support plans, and advocating for resources to improve the quality of life for families in need. Candidates should possess strong communication skills, case management experience, and relevant certifications to excel in this position.

Qualifications

• Two years of direct case management experience with disenfranchised families.
• CPI, CPR, and First Aid certified or willingness to certify.
• Valid Driver’s License and clean traffic abstract.

Responsibilities

• Conduct intakes and develop service plans for families.
• Advocate for families to access resources and services.
• Provide crisis counseling and maintain clinical documentation.

Skills

Time management

Cultural competency

Problem solving

Communication

Education

High School diploma or GED equivalent

Bachelor’s degree in Psychology, Human Services or related field

Job description

Summary

Responsible for intake, service plan development and counseling/referrals for families living at Kahauiki Village. Works collaboratively with the KV team and other IHS departments to advocate for families to obtain the necessary support, skills and services to improve their quality of life and functioning in the community.

Essential Functions

• Demonstrate excellent customer service consistent with the standards contained in the Vision, Mission, and Values of the organization.
• Conduct intakes and assessments and identify, develop and meet desired outcomes of guests by maintaining a warm and welcoming attitude throughout the service episode; may or may not involve family and/or significant others based on the guest’s desire.
• Advocate on behalf of families, develop a current individual service plan and ensure residents understand their rights as recipients of IHS services, including informed consent and risks and benefits of service plan on an ongoing basis.
• Respect and maintain the confidentiality of the guests served; ensure appropriate standards for release of protected information and confidentiality laws are followed as required by both state and federal agencies.
• Intervene and provide crisis counseling as needed.
• Refer families to community resources and provide supportive counseling or problem-solving activities to assist families or couples in developing and maintaining skills necessary to manage or improve quality of life and address any barriers (may include mental or physical health issues, substance abuse, domestic violence, etc.).
• Responsible for the integrity of the clinical record and files including the completion and maintenance of all required clinical and administrative documentation according to IHS standards; accurately enter data into SAMi and HMIS and other required systems of record.
  
  

Other Duties

• Assist in providing orientation to new team members
• Participate in quarterly record and case reviews according to clinical program policies.
• Facilitate problem solving or skill building groups as directed.
• Attend all scheduled supervision, departmental and All-Staff meetings.
• Performs other duties and accepts responsibilities as assigned.
  
  

Supervisory Responsibility

This position may have occasional supervisory responsibility of community volunteers who are providing office or program assistance. The responsibility when assigned, includes ensuring volunteers are working safely, are monitored and supported to have a positive volunteer experience.

Position Type/Expected Hours of Work

Regular Full-time classification. General business hours, Monday through Friday, including some evenings, weekends and holidays. Hours and days may vary based on the needs of the organization.

Competencies

• Case management best practices
• Communication/conflict management
• Problem solving/decision making
• Time management
• Cultural competency
• Teamwork
  
  

Required Knowledge/Skills/Abilities

• Knowledge of community resources, and of issues impacting homeless families related to domestic violence, child abuse, substance abuse and/or mental illness
• Strong written communication and interpersonal skills with an emphasis on conflict resolution
• Excellent time management skills with ability to manage a large volume of cases
• Able to exercise judgment and work independently under general direction
• Possess personal qualities of integrity, patience and commitment to mission
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment
  
  

Required Education & Experience

• High School diploma or GED equivalent
• Two years of direct case management or supportive services experience working with disenfranchised individuals and families including at-risk children
• CPI certified or able to pass at IHS; CPR and First Aid certified or able to certify through IHS
• Valid Driver’s License and clean traffic abstract
  
  

Preferred Education & Experience

• Bachelor’s degree in Psychology, Human Services or related field
• Two to three years case management experience in nonprofit settings serving homeless individuals
• Experience navigating healthcare, human services systems of care
  
  

IHS is an Equal Opportunity Employer, maintains a Drug and Alcohol-free Workplace, and is an employer of National Service.