Job Purpose
The Relief Case Manager/ Client Support Coordinator serves as a central point of coordination between residents, community partners, healthcare providers, government systems, and shelter operations. They provide intensive front-line support to individuals experiencing homelessness or housing instability by coordinating services, assisting with crisis stabilization, navigating complex social systems, advocating for client needs, and facilitating individualized service planning.
This role bridges direct service delivery and case management by supporting residents through immediate crisis intervention while simultaneously advancing longer-term stabilization goals. The position requires strong interpersonal judgment, trauma-informed practice, systems navigation expertise, documentation accuracy, and the ability to coordinate support strategies across internal teams and external service providers.
Key Responsibilities
Responsibility Area 1: Client Assessment and Support Planning
- Conduct intake interviews and ongoing client needs assessments.
- Identify barriers impacting housing stability, health, income, legal matters, and community functioning.
- Develop individualized service plans in collaboration with clients.
- Monitor progress toward established goals and adjust support strategies as needed.
Responsibility Area 2: Systems Navigation and Service Coordination
Assist clients in navigating complex service systems, including:
- Ontario Works applications and case management
- Ontario Disability Support Program access
- Healthcare and mental health referrals
- Addiction treatment and harm reduction services
- Housing applications and landlord communication
- Identification replacement processes
- Legal aid and justice-related supports
- Employment and income stabilization programs
Responsibilities include:
- Completing applications and required documentation
- Coordinating referrals with community agencies
- Following up with service providers
Responsibility Area 3: Advocacy and Client Representation
- Advocate on behalf of clients when barriers arise within service systems.
- Communicate with landlords, healthcare professionals, government agencies, and partner organizations.
- Support clients in understanding rights, responsibilities, and available options.
- Facilitate problem-solving conversations between clients and external service providers.
Responsibility Area 4: Crisis Intervention and De-escalation
Provide immediate intervention during situations involving:
- Mental health deterioration
- Emotional dysregulation
- Substance use related crises
- Conflict between residents
- Suicidal ideation or acute distress
- Behavioral escalation affecting program safety
Responsibilities include:
- Conduct rapid situational assessments
- Apply trauma-informed de-escalation strategies
- Determine level of intervention required
- Coordinate emergency response when necessary
- Stabilize residents while minimizing unnecessary escalation
- Document incidents and follow-up interventions
Responsibility Area 5: Triage and Prioritization
- Assess urgency and complexity of resident needs.
- Distinguish between immediate crisis response and routine support requests.
- Prioritize competing demands while maintaining service quality.
- Allocate time and resources based on risk level and client vulnerability.
- Identify when situations require escalation to supervisors or external professionals.
Examples:
- Medical concerns
- Housing emergencies
- Income disruption
- Safety concerns
- Conflict mediation
- Mental health crises
Responsibility Area 6: Documentation and Administrative Management
Maintain accurate and timely documentation including:
- Case notes
- Incident reports
- Service plans
- Referral documentation
- Progress summaries
- Communication logs
- Government or funder compliance records
Responsibilities include:
- Ensuring documentation accuracy and confidentiality
- Tracking client progress through internal systems
- Monitoring deadlines for applications and follow-ups
- Maintaining organized service records
- Supporting audit and reporting requirements
Responsibility Area 7: Delegation and Operational Coordination
- Identify tasks that can be delegated to support staff or program workers.
- Coordinate service delivery across multiple team members.
- Communicate priorities to front-line staff regarding resident support needs.
- Ensure continuity of care across shifts.
- Provide situational guidance to staff regarding resident needs and interventions.
- Assist in coordinating internal workflow during high-demand periods.
Responsibility Area 8: Relationship Building and Engagement
- Build trusting relationships with residents through consistent, respectful engagement.
- Utilize trauma-informed and person-centered approaches.
- Support client motivation and engagement in service planning.
- Address ambivalence and resistance while maintaining professional boundaries.
- Foster resident autonomy and self-determination.
Qualifications & Skills
Required Skills and Competencies
Client Support Skills
- Crisis intervention
- Motivational interviewing
- Trauma-informed practice
- Harm reduction approaches
- Conflict resolution
- Client advocacy
- Service planning
- Community resource coordination
Clinical and Behavioral Skills
- Mental health de-escalation
- Suicide risk awareness
- Behavioral assessment
- Addiction support knowledge
- Emotional regulation support
- Situational judgment under pressure
Administrative and Organizational Skills
- Documentation accuracy
- Case note writing
- Time management
- Managing competing priorities
- Record management
- Scheduling and follow-up coordination
- Report writing
- Administrative compliance
Systems Skills
Knowledge of:
- Service Ontario systems
- Social assistance systems
- Housing systems
- Shelter diversion processes
- Community healthcare systems
- Mental health service networks
- Income support programs
- Community agency coordination
Leadership Skills
- Delegation
- Independent decision-making
- Judgment in high-pressure environments
- Cross-team communication
- Situational leadership
- Accountability and follow-through
Qualifications
- Diploma or degree in Social Work, Social Service Work, Community Services, Psychology, Human Services, or related field.
- Minimum 1-2 years experience working with vulnerable populations.
- Experience supporting individuals experiencing homelessness, mental health challenges, addiction, or housing instability.
- Demonstrated experience managing crisis situations independently.
- Strong understanding of community service systems and government support programs.
Preferred:
- Crisis intervention training
- Mental Health First Aid certification
- Nonviolent crisis intervention training
- Knowledge of harm reduction frameworks
AI Screening Notice
Ark Aid Street Mission values a thoughtful and personal hiring process. All applications are reviewed directly by our hiring team, and we do not use artificial intelligence (AI) or automated systems to screen or filter candidates.
Pay: $22.00 per hour
Flexible language requirement:
Licence/Certification:
Work Location: In person
