Tower Case Manager

POSITION SUMMARY

Reporting to the Program Manager(s), the Case Manager supports our community members on their recovery journey. They work closely with individuals to develop personalized care plans and set meaningful goals. By connecting community members to a system of support, including one-on-one sessions, referrals, and a diverse range of classes and workshops, the Case Manager fosters healing and growth. Additionally, they create pathways to education, employment, and sustained recovery, ensuring everyone has the resources they need.

RESPONSIBILITIES & SCOPE OF EMPLOYMENT

• Develop care plans through case planning and assessments.


• Maintain accurate community member files and case load statistics.


• Integrate spiritual care and faith-based values into all aspects of care and support, where appropriate and consistent with the organization’s Christian faith-based values.


• Sustain interdepartmental communication as it relates to the community member’s care plan and progress.


• Support community members with ongoing relapse prevention.


• Maintain ongoing discussion with community members to discuss life, recovery, school, and work-related goals.


• Track and organize community members’ participation with programming, case notes, and outcomes on the organization’s case management database and internal tracking sheets.


• Listen to community member’s needs and assist with barrier removal through outside and/or in-house referrals (e.g. Education, Housing, Mental Health, Legal Services, etc.).


• Build and maintain relationships with external agencies to coordinate comprehensive support services for community members.


• Track attendance and hours of work experience, training, and other events assigned by staff according to program phases.


• Support community members with budgeting, including the payment of program fees and development of payment plans.


• Facilitate conflict resolution.


• Support the job search and application process for community members by connecting to employment opportunities and facilitating the development of a resume, online employment site profile/s, and interview skills.


• Provide supportive services (e.g. tools, uniform, transportation assistance, etc.) as available.


• Document any community member updates (e.g. relapse, retirement, incarceration, health/medical, deceased, family care, lack of transportation, cannot locate, etc.).


• Provide follow up and retention services, such as: supportive services, connect to work-related support groups, assist with wage increase, referrals to community resources, mentoring, and overall career counselling.


• Develop a discharge plan with community members.


• Facilitate groups, workshops, classes, meetings, etc. as required.


• Participate in ongoing cultural competency training and apply inclusive practices when working with a diverse population.


• Implement trauma-informed care principles in all interactions.


• Identify and respond effectively to crises, including mental health emergencies and relapse incidents, ensuring safety.


• Attend and participate in organizational meetings and events.


• Other duties as assigned.

The scope of employment may include:

• Lifting, cleaning, and packing community member belongings which may contain bad odors, un-clean clothing, etc.


• Work with struggling individuals who may use aggressive behavior (verbal and/or physical) in their interactions with staff and community members


• Handling difficult situations with community members which involve the impact of trauma, addictions, suicidal ideations, and/or death of community members

SUCCESS CRITERIA

Success in the role of Tower Case Manager is measured on assisting in the continual improvement of the Tower Department and bringing in new initiatives for more effective Case Management through consistent development. Success criteria include:

• Positive brand recognition and consistency shown in practicing CDC values


• Maintaining the needs and concerns of community members


• Assisting in initiatives of the Tower Department


• Maintaining accurate information input

EXPERIENCE AND EDUCATION REQUIRED:

• Education/Certification in Health Sciences, Addictions Counselling, Social Work, Psychology, Recovery Coaching, or related social science would be considered an asset.


• Experience in employment services, case management, addictions counselling, recovery coaching, or a related field preferred


• Experience working with diverse populations, including individuals with lived experience of addiction, incarceration, poverty, or marginalization
  
  

DESIRED SKILLS AND ABILITIES:

• Computer proficient (Outlook, Word, Excel, PowerPoint); ability to learn and use program data management systems.


• Strong written and verbal communication skills, including professional case documentation and reporting.


• General knowledge of recovery-based models such as 12 Steps.


• Demonstrated ability to build rapport and maintain a safe, supportive, and interactive environment.


• Capacity to manage and lead people; skilled team builder who can connect with individuals and groups


• Mission-driven with a strong personal work ethic and genuine commitment to recovery.


• Able to maintain strong professional and personal boundaries while providing authentic mentorship.


• Challenge seeker and creative problem solver; comfortable acting decisively with limited information.


• Able to hold team members and community members accountable with compassion and consistency.


• Not afraid to take charge; able to overcome resistance and take unpopular stands when necessary.


• Detail-oriented; thrives in shared, fast-paced office environments with frequent interruptions