SHELTER CASE MANAGER (Weekend)

Classification Title: Shelter Case Manager (Weekend)

Department: Shelter & Housing Services

Hours of Work: Friday-Sunday, 30 hours (Part-Time, 1-Year Fixed-Term Contract)

Reports to: Director of Housing & Shelter Services

Number of Positions: 1 (87 Pembroke Street)

Application Deadline: Friday, August 29, 2025

Company Overview:

Street Haven is a dynamic women’s multi-service agency that provides shelter, supportive housing, training supports, and addictions therapy to vulnerable women in Toronto. We were established in 1965 and serve 1500 individuals annually. We have seen an increasing complexity of mental health and addiction needs among our clients. We are seeking a qualified and passionate candidate to take on this temporary role who can be part of our high performing team and provide comprehensive support to improve the lives of our clients.

Position Overview:

Reporting to the Director of Housing & Shelter Services, we are seeking a compassionate and dedicated Shelter Case Manager to join our team in providing essential care and support services to our clients in downtown Toronto. The position provides critical support to the clients in the Shelter to ensure that clients are safe and supported as they move towards sustainable shelter. The shelter case manager provides care coordination to vulnerable and chronically homeless women through assessments, planning, facilitation, care coordination, evaluation and advocacy. The Shelter Case Manager empowers women, draws on their strengths and capabilities, and promotes an improved quality of life by providing access to the necessary supports that help to reduce the risk of homelessness. The position navigates social and institutional systems from a client centered and community capacity building framework. This position is a contract position.

Key Responsibilities:

• Completes intakes, admissions and orientations with new shelter clients
• Assesses and assists with client personal needs e.g., hygiene, nutrition, medical, and/ or emotional
• Provides case planning services, using a person-centered, anti-oppression, harm reduction approach to clients
• Makes appropriate referrals, provides information and advocates with support services to assist clients with meeting their personal goals
• Identifies, intervenes and effectively deals with crisis, conflict situations and emergency situations that arise
• Facilitates system navigation, referrals and collaboration with appropriate organizations
• Conducts reviews of clients’ immediate needs and develop individual case plans that are reviewed regularly
• Communicates assessments, interventions, progress, and ongoing client contact through timely, through record keeping and verbal communication
• Attends any case conference with partner agencies as needed
• Advocates for the needs of individual clients as well as systemic change, whenever needed for the overall benefit of individuals experiencing homelessness.
• Advises clients of their rights and responsibilities
• Moves clients from shelter to housing and provides follow up and support
• Plans and promotes workshops and trainings that support clients
• Promotes a mutually supportive environment that emphasizes collaborative approaches and values the contributions of all members, including staff and clients
• Provides frontline support to other Street Haven staff/clients when needed
• Monitors the safety, security, and general welfare of clients and facility during shift and documents shelter happenings and client activities as necessary

Program support

• Works within a multi-disciplinary team, liaising with others to promote a supportive and respectful environment
• Ensures flow of critical information, including documentation and shift change, to bring forward issues and occurrences that take place while on shift
• Promotes a mutually supportive environment that emphasizes collaborative approaches and values the contributions of all members, including staff and clients

Housekeeping maintenance

• Uses Street Haven ticket system for IT and property management support and maintenance
• Maintains and completes any housekeeping maintenance that is required
• Performs clean up duties using Street Haven sanitation and cleaning procedures

Administration

• Responsible for the admission, discharge and profile creation on the database for new clients
• Develops and maintains accurate and confidential user of service record keeping in accordance with SMIS privacy guidelines, city of Toronto shelter standards and Street Haven policies and procedures
• Maintains accurate real time case notes, client data and other records

Qualifications and Requirements

Education

• Post-secondary education degree in Human Services, Social Work, Addictions, or Mental Health.

Knowledge, Skills and Attributes

• Demonstrate strong verbal and written communication skills, informed by cultural sensitivity. Effectively engage with diverse populations, respecting their backgrounds and experiences.
• Stay informed about industry best practices, particularly within the social services sector. Apply evidence-based approaches to case management and client support.
• Recognize the impact of social determinants of health on marginalized and vulnerable women. Address addiction and mental health issues with empathy and knowledge.
• Exhibit competency in understanding and supporting LGBTQ and Trans communities. Advocate for inclusivity and respect for gender diversity.
• Understand the dynamics of gender-based violence. Provide trauma-informed care and support for survivors.
• Balance organizational skills with an appreciation for the broader context. Attend to administrative details while keeping the overall mission in mind.
• Respond effectively to concurrent demands. Prioritize urgent matters without losing sight of client-centered goals.
• Navigate Microsoft Office tools (Word, Outlook) efficiently. Adapt to new databases and software systems as required.

Experience

• Minimum of 2 years’ relevant experience preferably in social services
• Minimum 2 years’ experience working with marginalized women facing complex mental health and addiction issues
• Minimum of 2 years’ experience working in a women centered organization.
• Certificates in First Aid, CPR, crisis intervention and prevention and harm reduction an asset

Working Environment

• This position is double shifted.
• This position involves walking, commuting and participating in client recreational activities.
• The environment is dynamic and unpredictable and involves regular exposure to clients who have been homeless and are living with challenges associated with mental health and addictions.
• Mornings, afternoons, evenings may be required.