Intensive Support Program Case Manager

Position Type

Full-time permanent. 40 hours per week. Primarily Mon-Fri day-time hours

Reports To

Client Services Manager


As a member of the Lighthouse Supported Living Inc., the Case Manager is an integral member of a multidisciplinary team which supports persons referred by Mental Health and Addiction Services, SHA, into the Intensive Support Program. Responsibilities include screening, assessment, crisis intervention, coordination with community agencies, counselling, goal planning, consultation, community outreach and follow-up, preparation of reports, data collection as well as resident, family and public education. The case manager takes the lead in providing daily therapeutic support services to residents with complex mental illness and addiction conditions. They provide support to facilitate recovery processes, helping to improve illness management, coping skills, life skills and better overall health with a view to maximize independence.

Performance indicators for Intensive Support Program:

  • Clients will remain stably housed
  • Clients will improve management of their illness.     
  • Clients will improve self-care and self-sufficiency
  • Clients will improve medication compliance
  • Clients will improve working successfully with community supports and mainstream services
  • Reduced visits to Emergency rooms
  • Decreased number of Police interactions
  • Successful transition to appropriate longer term housing or care environments

Core Competencies    

  • Strong Interpersonal Skills
  • Written and Verbal Communication
  • Organizational skills
  • Critical thinking skills
  • Collaboration and Network Building  
  • Client Service Orientation
  • Time Management
  • Adaptability and Flexibility
  • Accountability and Dependability
  • Team Work
  • Self-Motivation and Drive

Job Duties

  • Assertively engages residents and builds a therapeutic relationship
  • Using a client centered approach, develops a personal case plan with each resident based on assessed/perceived needs and resident goals.
  • Consults with Lighthouse team, community care team members and if available, personal supports, to help formulate, coordinate and support achievement of resident’s case plans and goals.
  • Help residents explore, access and engage in relevant health and recovery practices and programs.
  • Help residents manage medications and health and recovery appointments.
  • Facilitate resident acquisition of life skills, access to leisure/recreational activity and encourage exploration of employment readiness, education or training.
  • Encourage and facilitate resident’s access to and utilization of community resources and services.
  • Develop and provide life skill coaching and psycho-educational training individually or in groups.
  • Explain, monitor and reinforce Lighthouse policies and procedures to ensure a safe, mutually respectful and sustained tenancy.
  • Contribute to and promote a community climate of respect, safety and mutual support among residents and staff of the Lighthouse.
  • Develop and maintain strong linkages and relationships with relevant community agencies and with health and social service providers to ensure seamless transitions for client service
  • Present self in an approachable, friendly manner as an ethical example of a professional community organization.
  • Where applicable, maintain professional registration in chosen field of practice.
  • Participate in ongoing staff development and training to obtain necessary certifications or to recertify. Maintain current knowledge and skills in areas of mental illness, addictions, concurrent disorders and crisis management.
  • Become familiar and compliant with Lighthouse Policies and Procedures.
  • Contribute to team building, effective communication and participate in ongoing program development and evaluation.
  • Provide direction to Support Staff in regard to client care and office operations.
  • Will assist other staff and program areas as needed.
  • Perform other duties as assigned.


  • Degree/Diploma level of training in Human Services (Addictions, Nursing, Social Work, Psychology) preferred, along with professional registration where required, or equivalent combination of experience and training
  • Demonstrated compassion and empathy towards clients with complex needs
  • Knowledge/understanding of poverty, homelessness, addiction and mental illness
  • Good organizational, time management and prioritizing skills
  • Strong morals and ethics, along with a commitment to staff and client privacy
  • Demonstrated ability to work in a collegial, team environment
  • Excellent interpersonal and communication (written and verbal) skills
  • Proven assessment skills
  • Proven critical thinking and decision making skills.
  • Ability to resolve conflict and defuse crisis
  • Computer literacy, including effective working knowledge of MS Office, E-mail and Information System applications
  • Demonstrated commitment to ongoing professional education
  • Physically able to perform all assigned tasks
  • Ability to perform all duties in accordance with related legislation.
  • Ability to work under minimal supervision
  • Criminal Record and Vulnerability Sector Check required as a condition of employment
  • Driver’s License

Work Conditions

  • Position primarily involves daytime, weekday hours
  • May be exposed to infectious waste, diseases and conditions.
  • Interacts with residents, staff, partners, as well as government/community agencies and personnel.
  • Will be working with persons with mental illness, addictions, behavioural issues, cognitive impairment and/or medical issues, possibly including infectious diseases. Individuals may be under the influence of alcohol or drugs.
  • Manual dexterity required to use computer and peripherals.
  • Physical activity required including walking, standing, sitting as well as working alongside residents to coach life skills, effective self-care and activities related to tenancy.
  • Intermittently assisting other staff in the conduct of their roles.


Please email resume and cover letter to Human Resource Manager at:

Please apply by Friday, June 25, 2021.