Case Manager, Service Hub

Full Time • Service Hub

WHO WE ARE

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 mission is to work with others to empower people to move from poverty to cultural, social, and economic prosperity. We empower people to meet their own basic daily needs, participate in community and have sustainable livelihoods, secure housing, feel 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.

Are you a Social Worker 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 our Service Hub team. Are you ready to be our Case Manager, Service Hub and make an impact in our community?

Case Manager, Service Hub – Bissell Centre

The Case Manager is responsible for building, implementing and navigating forward-moving, goal-oriented, person-directed care plans with Service Hub participants within a trauma-informed, person-centred framework. This role integrates individualized case management with community-based program development and service coordination to support individuals and families experiencing poverty housing instability and related psychosocial requirements.

The successful candidate will be expected to build strong, trust-based rapport with participants, perform assessments, facilitate collaborative goal setting, and collaborate with Bissell programs and community partners to address root causes of instability through integrated supports such as housing insecurity, financial literacy, cultural connection, system navigation and referrals.

This position requires successful working partnerships with participants that support their ability to identify and reach their goals and the ability to navigate complex systems to support individuals with intersecting challenges.

Keeping clear and accurate files and records is essential. The Case Manager will also have a strong understanding of resources available in the City of Edmonton.

Duties and Responsibilities

Program Delivery

Co-create individual care plans with Service Hub participants – develop, implement and monitor progress from a strength–based perspective.
Provide ongoing, supportive case management for people with multiple, intersecting needs using trauma-informed, non-judgmental, person centred, culturally responsive, recovery-oriented approaches
Perform intakes and discharges, and maintain current participants information on Orbit and other data management systems
Initiate and complete ongoing needs assessments, referrals, and advocacy
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 recovery
Develop and deliver group programming with the intention to strengthen daily living skills and reduce isolation and loneliness.
Navigate complex service systems on behalf of participants, facilitating referrals/connections
to see that care goals are being met, including housing workers, income supports, healthcare, legal supports, identification services, or other service providers
Identify the opportunities for creating community partnerships to provide group programming in areas such as health and service connections
Update and maintain information on partner programs/agencies
Participate in ongoing learning and training opportunities as identified on a yearly performance review
Attend case conferences and interagency meetings in the community
Provide occasional transportation to essential, community-based appointments
Interact with participants in a non-judgmental way, using de-escalation and rapport building techniques to create and maintain a safe, respectful, and supportive environment.
Participate in team efforts to maintain a healthy physical environment for all participants
Other duties as assigned

General and Administrative

Maintain accurate and timely 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

Qualifications

Education and Experience

The successful candidate will have a minimum of a degree or diploma in social work or the human services field with 2-3 years of direct experience working with the vulnerable population.
Candidates holding a social work diploma or degree are required to be registered and in good standing with the ACSW.

Knowledge, Skills and Abilities

Strong written and verbal communication and interpersonal skills.
Experience in case management is strongly preferred.
Solution focussed 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 understand Indigenous cultures, history, and current issues.
Demonstrated ability to provide individual and group support programming and services, as well as workshop development and facilitation.
Motivational Interviewing Certification is considered an asset.

Conditions of Work

Operation of personal vehicle with required insurance.
Hours of work: Typically, Mon-Fri 8:00am-4:30pm, however some evening and weekend work may be required
Participation in organization 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

Screening Requirements

Criminal Record Check
CWIS Check
Driver’s Abstract
Valid Driver’s license and proof of $2 million PLPD insurance

Training Requirements

Standard First Aid and CPR
Conflict Into Calm Training
Suicide Prevention
Motivational Interviewing Skills
Other trainings as required

HOW TO APPLY

Interested candidates are invited to submit their resume and cover letter to: dsanche@bissellcentre.org.

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

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: January 24th, 2026

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