Support Coordinator (FACT)

Canadian Mental Health Association; Kitchener; On-site; CAD 46,000 - 56,000; Full time

Job summary

Canadian Mental Health Association Waterloo Wellington is seeking a Support Coordinator for the FACT program in Kitchener. This regular full-time role (35 hours/week, Mon-Fri 9am–5pm) focuses on assessment, short‑term monitoring, and connecting clients to housing, finances, education and community supports.

Reporting to the Manager, Adult Intensive Services, you will create person-centered plans, provide crisis intervention, advocate for clients, and coordinate with partners to promote recovery

Qualifications

• Undergraduate degree or diploma in psychology, social work or a related field.
• Minimum of three years’ experience in community-based mental health/addictions services.
• Demonstrated assessment and crisis intervention skills.
• Strong problem-solving and planning abilities to support individuals.
• Ability to collaborate with families, partners, and community resources.

Responsibilities

• Facilitates person-centered planning to help individuals choose and pursue life goals.
• Identifies and plans supports across meaningful life areas (employment, housing, education, etc.).
• Develops and implements service agreements; coordinates resources.
• Provides crisis intervention and follow-up as needed.
• Advocates for individuals and liaises with families and community members.

Skills

Interpersonal communication

Crisis intervention

Problem-solving

Organizational skills

Adaptability

Cultural sensitivity

Education

Undergraduate degree/diploma in psychology or social work or related field

College diploma in social work or related field

Tools

MS Office

Outlook

Database software

Driver's license

Job description

Posting closes: November 2, 2026 at 5:00pm

About Us:

The Canadian Mental Health AssociationWaterloo Wellington (CMHA WW) provides a full care system for those with addictions, mental health or developmental needs. We serve everyone from children to adults to seniors, all under one roof. Our programs help individuals and families to lead lives filled with meaning and promise. We have 400 staff at offices in Cambridge, Waterloo, Kitchener, Guelph, Fergus, and Mount Forest.

We are fully accredited by Accreditation Canada and are proud of our Exemplary Status (the highest standing) received at our most recent accreditation exercise.

Why Join our Team:

Competitive Compensation and Benefits: Our compensation package includes a competitive salary and generous benefits supporting the wellness of our staff. We are proud to be members of the Healthcare of Ontario Pension Plan (HOOPP) offering one of Canada’s largest and most respected defined benefit plans.

Career Development Opportunities: Our wide range of services and supports allows for varied opportunities for career growth. Our multi-disciplinary approach to care offers cross collaboration and enhanced opportunities for learning. A formal succession planning process is key to our internal leadership recruitment.

Values that include: Mutual Respect, Accountability, Integrity and Excellence and Innovation and a culture that is welcoming and inclusive.

Commitment to Health and Safety: We have a strong health and safety culture at CMHA WW and work tirelessly to address the health and safety needs of staff and the people we serve.

The Opportunity:

We are recruiting for a SUPPORT COORDINATOR (FACT)

- This is a regular full-time position to fill an existing vacancy (35 hour per week Monday to Friday 9am to 5pm) based at 55 King St. W. Kitchener.

Reporting to the Manager, Adult Intensive Services, this role will include assessment, short term monitoring and support which can involve the following: assisting people to manage stress and mental health challenges, attending to practical needs such as finances, housing, activities of daily living, education and employment, linking to people to various community supports and resources, collaborating with community partners, and advocating with and for individuals. Support will be provided on an assertive outreach basis.

Flexible Assertive Community Treatment (FACT) is a recovery-oriented, evidence-based best practice. A FACT team is comprised of amultidisciplinary team of clinicians providing monitoring and treatment to clients with severe and persistent mental illness (SPMI). Clients may at times require traditionalassertive community treatment (ACT) but a larger majority of clients on the team require less intensive treatment and support. To combine care for these two groups, the FACT team employs a flexible switching system where the intensity of services can be ramped up or ramped down as needed depending on individual client need. This combination of flexibility and continuity provides better opportunities for recovery and rehabilitation and ties in well with the natural course of SPMI with its recurring episodes and relapses.

Responsibilities:

SUPPORTING INDIVIDUALS IN PERSONAL PLANNING/COORDINATING

• Facilitates person-centered planning to assist the person to choose, get and keep life choices using recovery planning tools
• Ensures all support needs in a person’s life are identified, assessed and plans are created. Areas of one’s life requiring support and planning might include: meaningful employment, recreation, leisure, education, volunteer work, relationships, accessing health treatment, housing, emotional support, budgeting, medication issues, household skills training and legal and addiction concerns
• Develops plans to reduce barriers to accessing/obtaining individual choices
• Helping individuals to problem-solve concerns and issues related to all aspects of their lives
• Creates and implements service agreements
• Coordinates supports and resources to promote the action of developed plans
• Evaluations and modifies effectiveness of an individual’s planning on a regular basis
• Liaises with family and community members on behalf of person supported (where possible)
• Includes family and community members on behalf of person supported (where possible)
• Provides information and education to family and community members
• Facilitates meetings between family, community members and the people we support, as needed
• Participates on committees in the community, representing the service perspective and the people we support, at the direction of the Manager

CRISIS INTERVENTION AND PLANNING

• Creates effective crisis plans with the people supported, including both natural and professional supports in the planning process
• Evaluates and modifies the effectiveness of the crisis plan on a regular basis
• Ensures communication of the crisis plan with identified community partners and natural supports, as directed by the person
• Provides crisis intervention and follow-up as required

ADVOCATE WITH AND BEHALF OF PEOPLE SUPPORTED

• Assists people to clarify their needs/wants and desired outcomes
• Develops, supports and evaluates the implementation of individual advocacy plans
• Seeks opportunities to educate the general community related to the rights and needs of people struggling with barriers

Qualifications:

• Undergraduate degree/diploma in psychology, social work or a relevant health or social science field
• Minimum of three years’ experience providing community based mental health/addictions services
• Demonstrated assessment and crisis intervention skills
• Problem-solving ability to identify problems, prioritize issues, generate possible solutions and evaluate the effectiveness of the implementation of these solutions
• Ability to identify realistic, specific goals and objectives to address issues
• In-depth knowledge of the Recovery philosophy
• Sound knowledge of community resources and services
• Strong interpersonal and communication skills (verbal and written)
• Demonstrated understanding and sensitivity to social and cultural diversity
• Organizational skills and the ability to adapt to competing and changing priorities
• Proficiency with MS Office, Outlook and various database software
• A valid driver’s license and own transportation, as travel is required

CLASSIFICATION AND RATE OF PAY: Level 5 (OPSEU) - $33.07 to $40.30 per hour

CMHA WW, as an equal opportunity employer, embraces diversity and is committed to creating an inclusive workplace. Our goal is to attract, develop and retain talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome applications from all qualified persons.

Qualifications

Education

Required

College Diploma or better in Social Work or related field.