Client Case Manager

Vacancy Status

• This posting is for an existing vacancy.

Salary Range

• $40,000.00 - $45,000.00

About Us:

Since 1988, Pozitive Pathways, a registered charity, has evolved and diversified to address the emerging needs of our community. Our staff, peers, and volunteers provide in-reach and out-reach services to clients and service users through our Support Services and Needle Syringe Programs. Additionally, we provide education and resources to community members and service providers working with populations that are most vulnerable to HIV and HCV transmission.

About the Role:

We are seeking a highly motivated and compassionate Case Manager to join our team and serve as a dedicated advocate for clients facing complex challenges.

The ideal candidate is passionate about health equity and breaking down systemic barriers and stigmas that impede client well-being. This role requires exceptional interpersonal skills, requiring someone who is non-judgmental, comfortable with all types of conversations, and deeply compassionate. Leveraging a critical thinking approach and strong sense of initiative, this role conducts needs assessments, provides hands-on practical assistance, and connects individuals to vital resources.

The successful candidate will have a strong commitment to ethical practice while empowering clients to achieve their goals within a Social Determinants of Health framework.

A valid driver’s license and access to a reliable vehicle are required, as the successful candidate for the position will be required to drive to locations within the community as needed.

Responsibilities:

Client Support, Assessment, and Advocacy

• Conduct comprehensive needs assessments to determine the appropriate level of care and service, facilitating internal and external referrals to ensure seamless access to necessary resources.
• Provide direct, client-centered support grounded in the Social Determinants of Health (SDOH) framework, actively addressing barriers related to income, housing, food security, and social support.
• Offer practical, hands-on assistance with essential resources, including coordinating transportation, managing food security programs, and securing basic needs for clients.
• Act as a primary point of contact for in-person and telephone inquiries, delivering accurate information, empathetic emotional support, and immediate, timely referrals.
• Guide and assist clients in the complete and accurate completion of complex government forms and applications related to income supports, housing, healthcare access, and immigration.

Program Management, Coordination, and Compliance

• Maintain rigorous and up-to-date case file documentation, meticulously recording client interactions, referrals, participation data, and service outcomes using established agency database systems.
• Coordinate and support the day-to-day activities of peer workers/volunteers, including scheduling and providing necessary communication and guidance to enhance program delivery.
• Manage minor program budget tracking, ensuring the accurate collection and reconciliation of receipts/financial records, and contributing data for regular program reporting requirements.
• Actively participate in team meetings, professional training, and supervision, contributing insights for continuous quality improvement of service delivery and program efficacy.
• Uphold strict client confidentiality and adhere to all ethical standards and professional social service practices in line with agency policies.

Requirements:

• Post-secondary diploma or degree in a relevant social science field (e.g., Social Service Worker (SSW), Bachelor of Social Work (BSW), Master of Social Work (MSW) or equivalent experience).
• Demonstrated experience working directly with diverse and marginalized populations (e.g., individuals experiencing poverty, homelessness, chronic illness, or substance use).
• Strong working knowledge of major provincial and municipal Social Assistance programs and housing supports (e.g., ODSP, OW, Rent-Geared-to-Income (RGI) housing, and related subsidies).
• Exceptional communication skills—both verbal and written—with proven ability to communicate complex information clearly to clients and present effectively to diverse audiences.
• Proficiency in the Microsoft Office Suite (Word, Excel, Outlook) and demonstrable experience working within client database systems for case file management.
• Logistical: Proven ability in time management, organization, and prioritization to handle a demanding caseload.
• Mobility: This position requires a valid G-class (or equivalent) driver’s license and consistent access to a reliable vehicle for client travel and outreach.

Assets

• In-depth, practical understanding of HIV/AIDS, Hepatitis C, STIs, and transmission risks.
• Specific experience and expertise addressing mental health challenges and substance use issues (e.g., harm reduction principles, supportive counselling).
• Certified training and direct experience in crisis intervention and de-escalation techniques.
• Proven capacity to work effectively and autonomously while being a collaborative and supportive team member.

Pozitive Pathways Community Services is committed to fair and equitable recruiting practices in accordance with the Accessibility for Ontarians with Disability Act (AODA). Persons with disabilities are encouraged to come forward at any stage of the recruitment process to request accommodations, if needed.

Pozitive Pathways Community Services is an equal opportunity employer. We value diversity and are committed to building a team that reflects a wide range of backgrounds, perspectives, and skills.

We thank all applicants, but only candidates selected for an interview will be contacted.