Withdrawal Management Program Manager

Who We Are For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

POSITION PURPOSE SUMMARY: The role is a front-line management position which is focused on overseeing Social Services program(s) as well as carrying a certain caseload and/or assisting the leadership team in managing a facility assisting clients through difficult times and promoting moving towards self-sufficiency.

ACCOUNTABILITIES: The incumbent may perform all, some, or similar range of duties.

• Case Management Team Supervision: Responsible for the overall daily operation and management of the Case Management Team.
• Participate and support team in case conferences with partner agencies.
• Responsible for the database and networking with other service providers for consistent reporting functions.
• Ensure Caseworker team develops and maintains client intervention/case management system including accurate, up to date, and complete documentation to Funders and Salvation Army standards.
• Lead weekly case management meetings with team.
• Review individual case workers/resource workers case notes, when required.
• Regularly review and recommend, if necessary, revisions to operational policies and procedures.
• Participate in meetings with community partners to ensure all referrals for housing are passed to the appropriate housing service provider.
• Escalate higher-level issues/concerns to the Leadership team for their guidance/resolution.
• Provide case management for clients by maintaining a caseload, keeping appropriate and complete records on all contacts and sessions as required by policies and procedures.
• Provide individual sessions, and interventions, as needed, to help obtain housing and/or good health outcomes.
• Conduct intake and risk assessments.
• Identify service issues/gaps/needs and bring to the attention of the Leadership team.
• Develop and implement case management of assigned clients; assist clients in establishing goals, monitor progress, and prepare discharge plan.
• Monitor appropriate behaviour; intervene in crisis situations, provide emotional support and advocacy as required.
• Contact social services other agencies whenever necessary to provide client referrals.
• Engage in the development of inter-personal relationships that promote dignity and respect.
• Provide programming updates to manager of residential services.
• Document and report program stats on a monthly or as needed basis.
• Engage verbally and through email with outside agencies regarding client needs.
• Assist with statistical reports and other documents for DHQ/THQ/funders.
• Maintain accurate, comprehensive, legible, and current client file records.
• Prepare and/or input appropriate forms, monthly statistical recording, and reporting.

• Shelter Supervision: Supervise and provide day-to-day direction to the Frontline Workers in accordance with established policies and procedures.
• Schedule, conduct and document regular supervision meetings.
• Conduct Performance Reviews quarterly and Evaluations annually using PEAC process.
• Ensure staff work within all Health and Safety practices/protocols.
• Attend and actively participate in Case Management and Chair Team meetings.
• Provide back-up support to shelter and management positions and their functions as required.
• Complete shift schedules in accordance with current policies and legislation.
• Supervise and support Frontline Workers in providing clients with appropriate support.
• Ensure clients receive proper Customer Service while relating to the shelter staff.
• Read daily the logbooks and arrange necessary follow-up.
• Read and review client medication sheets to ensure that they are properly completed by staff.
• Assist with monitoring the Service Restrictions imposed on clients.
• Ensure the shelter is kept in a clean and organized/orderly fashion.
• Prepare incident reports and submit reports when they occur.
• Review client incident report created by FLW and review camera footage.
• On call duties for residential issues as scheduled.
• Monitor and maintain the Frontline Worker relief pool.
• Ensure up to date Frontline Worker staff contact information is updated.
• Gather and submit statistical information on a monthly basis.
• Compile and submit the monthly reports, as needed.
• Provide technical and operational direction and ensure HIFIS entries are completed properly.
• Assist in ensuring the shelter complies and meets the standards for Quality Assurance & Accreditation.
• Attend Committee and Agency meetings as directed by the Director.
• Conduct tours of building for groups or individuals as requested.

• Team Management: Conduct Performance Review and Evaluation annually using PEAC process.
• Assist with staff training in accordance with facility policy, as requested.
• Document supervision meetings with case workers or other team members ensuring they are accurate and up to date.
• Complete shift schedules in accordance with current policies and legislation.
• Supervise the student placement when placed within the shelter.
• Run/assist with the full cycle recruitment of team members including orientation.
• Monitor and notify the Director of staff training needs in accordance to policies.
• Communicate continually and effectively with team members.

• Other Duties: Ensure all contact with donors, staff, volunteers, and the general public are courteous and professional.
• Network and refer to The Salvation Army, government, and community social service providers to coordinate resources for the benefit of guests and programs when necessary.
• Adhere to standards consistent with the values and philosophy of The Salvation Army.
• Practice The Salvation Army professional code of ethics and communicates and cooperates with all co-workers, partners, and clients in a respectful, open, and honest manner, maintaining confidentiality at all times.
• Performs other work-related duties as assigned.

CRITICAL RELATIONSHIP MANAGEMENT:

• Internal: Corps Officers, MU leadership, Case Management team and/or facility staff, volunteers.
• External: Community partners and agencies, Police, Ministry of Social Services, Provincial Court, clients and their families, etc.