Case Manager-Hope Terrace

Full Time • Hope Terrace



Are you a Case Manager-Hope Terrace Professional looking to make an impact in your community? Do you have endless optimism, ready to move and create change in the community? Through the vision to eliminate poverty in our community and guided by a passionate concern for the dignity and well-being of each individual, Bissell Centre’s work is based on building relationships, hope and trust. Our community comes from all walks of life and so do we.

Through our programs we work to empower people from meeting their own basic daily needs to having sustainable livelihoods, secure housing, and feeling hope for the future and make plans for a prosperous life. By joining Bissell Centre, you will become part of a fast-paced and dedicated team that works together to realize our vision.

Currently, Bissell Centre is looking for an individual wanting to join a Hope Terrace team. Are you ready to be our Case Manager-Hope Terrace and make an impact in our community?

Job Purpose


The Case Manager, under the direction of the Manager, is responsible for building and navigating client-directed care plans for Hope Terrace residents. The case manager will identify and respond to the psychosocial needs of their clients within a trauma-informed, client-centred framework. The successful candidate will be expected to build rapport with clients and perform assessments of clients’ psychosocial requirements. The case manager collects, sorts, and maintains up-to-date information on services available, and assists clients to access these services.

This position requires successful working relationships with residents that support their ability to reach their full potential.

This position will influence and celebrate positive outcomes with residents and will work with the Hope Terrace front line staff and care team to mitigate problems and obstacles that threaten to undermine residents’ wellbeing. Keeping clear and accurate files and records is essential. The Case Manager will collaborate with the Mental Health Therapist, Occupational Therapist and other community supports.

The Case Manager will have a strong understanding of the theory and practice of Harm Reduction in a PSH setting.

Duties and Responsibilities:

Program Delivery

  • Develop an individual care plan for each resident using the care pathways laid out for Hope Terrace.
  • Provide ongoing supportive case management
  • Initiate and complete ongoing needs assessments, referrals and advocacy for individuals who are the Hope Terrace program.
  • Complete comprehensive psychosocial assessments as required
  • Identify opportunities to assess and enhance participants readiness to make positive changes and increase self-reliance related to their mental health and substance abuse concerns.
  • Develop and deliver group programming with an intention to strengthen daily living skills and reduce isolation and loneliness.
  • Work with care team and front-line staff to see that client care goals are being met
  • Co-ordinate with outside supports including physicians, agency workers, AHS staff, home care workers, etc.
  • In collaboration with Manager and Hope Terrace Care Team, identify and utilize outreach stabilization activities that include assisting clients in making connections to community agencies, physicians and social services and facilitating appropriate involvement in post crisis treatment services.
  • In collaboration with Manager, identify the opportunities for, creating community partnerships to provide group programming in areas such as health and cultural connections.
  • Oversee Harm Reduction Program
  • Participate in ongoing learning and training opportunities as identified on a yearly performance review
  • Update and maintain information on partner programs/agencies
  • Attend case conferences and interagency meeting in the community
  • Facilitates referrals for the residents to outside programs as needed (AISH, ID clinics, homecare, PDD, etc.)
  • Participate in morning shift exchange meetings
  • Provides emotional and psychological support when needed
  • Occasional transportation and warm hand off clients to medical, wellness and recovery appointments
  • Update and maintain current resident information on ETO and other data management systems
  • Interact with residents in a non-judgmental way, using de-escalation and rapport building techniques
  • Provides necessary support in crises and emergencies
  • Participate in team efforts to maintain a healthy physical environment for all residents
  • Any other tasks assigned by the Program Manager

General and Administrative

  • Maintain accurate written case file notes, computer records, update program databases, program information and critical incident reports within established time standards.
  • Provide latest program information and updated statistics as required.
  • Maintain and submit accurate mileage and expense logs for reimbursement.
  • Participate in probationary and annual performance reviews.
  • Attend scheduled staff, supervision and Care Team meetings
  • Complete WCB forms as required.


Education and Experience

The successful candidate will have a minimum of a degree or diploma in a Human Services field with 2-3 years of direct experience working with the vulnerable population. Preference will be given to candidates who have an active RSW license in Alberta and are in good standing with their licensing body. Direct experience working with individuals living with FASD considered an asset.

Knowledge, Skills and Abilities

  • Strong written and verbal communication and interpersonal skills.
  • Solution focused with good time management, strong organizational, problem-solving and advocacy skills.
  • Good working knowledge of Microsoft Word and Excel programs.
  • Familiar with issues of poverty, homelessness and Edmonton’s urban core.
  • Familiar working with high-risk populations and have an understanding of Indigenous cultures, history, and current issues.
  • Demonstrated ability to provide individual and group support programming and services; as well as workshop development and facilitation.

Conditions of Work

  • Operation of personal vehicle with required insurance
  • Some early morning, evening and weekend work may be required
  • Participation in organizational wide Community Safety Walks in the area of Bissell East and West, daily interactions with participants and community members served.

Personal Characteristics

The Case Manager should demonstrate competence in all the following:

  • Behave Ethically: Understand ethical behavior and business practices and ensure own behavior is consistent with these standards and aligns with the mission and core values of Bissell Centre.
  • Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
  • Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.
  • Focus on Participant Needs: Anticipate, understand, and respond to the needs of participants and the community to meet or exceed their expectations within the organizational parameters.
  • Foster Teamwork: Foster, sustain and role model productive team management practices, and contribute to a positive team environment. Share expertise and knowledge to support, coach and develop others.
  • Make Decisions: Assess situations to determine the importance, urgency, and risks, and make clear decisions that are timely and in the best interests of the organization.
  • Organizational Skills: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
  • Plan: Determine strategies to move the organization forward, set goals, create, and implement action plans, and evaluate the process and results.
  • Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

Direct Reports

  • N/A

Screening Requirements

  • Criminal Record Check
  • CWIS Check
  • Valid drivers license and proof of $1 million PLPD insurance

Training Requirements

  • Conflict into Calm Training
  • Standard First Aid and CPR
  • Non-Violent Crisis Intervention
  • Harm Reduction Modules
  • Suicide Prevention

Conflict Into Calm Training must be completed during the first-year employment. Other required training may be identified as required.


Interested candidates are invited to submit their resume and cover letter to:

Nola Visser

Manager, Permanent Supportive Housing

Email: nvisser@bissellcentre.org

Application Deadline: October 7th, 2022

We thank all applicants for their interest. However, only candidates selected for interview will be contacted.

As the COVID-19 pandemic evolves, Bissell Centre continues to take action to protect person served and staff. Strategies related to Bissell Centre’s response to COVID-19 are driven by the guiding principle of taking all reasonable precautions and measures to protect the health and safety of both persons served and staff. In keeping with this intentional purpose, COVID-19 full vaccination is a condition of employment for new hires, except due to legitimate, established exceptions.

Bissell Centre is an equal opportunity employer who is committed to diversity within our community and welcomes applications from all qualified individuals regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, or disability. Bissell Centre is committed to the principle of equal employment opportunity for all employees, in accordance with provincially and federally legislated protected grounds.

Application Deadline: October 7th, 2022

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