Job Description

CMHA Kelowna is hiring a full-time Case Management Coordinator. This position offers 37.5 hours per week with a work schedule of Monday - Friday, 8:30am-4:30pm

WHO IS THE CASE MANAGEMENT COORDINATOR?

The

Case Management Coordinator

oversees the frontline delivery and development of the Housing First and Housing First for Youth programs. This role provides leadership and guidance to Case Managers, ensuring participants receive immediate access to safe, affordable, and appropriate housing, along with wraparound supports that promote health, well-being, life skills, education and employment engagement, and social inclusion. The Case Management Coordinator supports program consistency, staff development, and collaboration with community partners to strengthen housing stability and participant outcomes.

WHAT DOES THE CASE MANAGEMENT COORDINATOR DO?

Program Coordination & Case Management Oversight

Oversees the day-to-day operations of the Housing First and Housing First for Youth teams, ensuring consistent and effective delivery of case management and support services. Provides guidance and clinical support to Case Managers in developing, implementing, and reviewing individualized support plans tailored to participant goals and needs. Coordinates response and intervention for participants experiencing housing instability or crisis who are not currently connected to a Case Manager, in collaboration with the Market Housing Property Manager and other internal teams. Monitors program practices to ensure they align with Housing First principles, harm reduction, and trauma-informed approaches. Supports the team in navigating complex participant situations, system barriers, and community partnerships to promote housing stability and overall well-being. Facilitates regular team meetings and case reviews with the Manager to discuss caseload trends, client outcomes, and operational needs.

Leadership

Provides supervision and leadership to Housing First and Housing First for Youth staff, including assigning duties, offering performance feedback and evaluations, identifying training needs, orienting new team members, and managing schedules and timesheets. Collaborates closely with the Manager to ensure effective communication, participant coordination, and alignment of services across programs. Supports recruitment and selection processes by reviewing applications, developing interview materials, and participating in interviews. Represents CMHA Kelowna's Housing First programs at community meetings and partnerships, including the Coordinated Access to Supportive Housing (CASH) Table.

Referrals & Community Collaboration

Supports and guides staff in facilitating effective referrals and connections to community services, including medical, mental health, social assistance, and substance use supports. Strengthens relationships with community partners and service providers to enhance coordination of care and streamline participant access to resources.

Crisis Response & Intervention Support

Oversees the team's response to participant crises, ensuring interventions are ethical, timely, and grounded in trauma-informed and harm reduction practices. Provides leadership and coordination during critical incidents, collaborating with emergency response teams, law enforcement, medical personnel, and property management as needed. Offers consultation and debriefing to staff following crisis situations to support learning, safety, and well-being.

Administration and Reporting

Oversees accurate and timely documentation across the Housing First programs, ensuring staff maintain complete records, case notes, and statistical data within organizational databases. Monitors program budgets and expenditures in collaboration with the Manager, ensuring resources are used effectively and align with funding requirements. Supports preparation of reports by compiling data, identifying trends, and providing program information for grant and funding submissions as requested by the Manager.


Performs other related duties as assigned

QUALIFICATIONS & EXPERIENCE:

Degree is Social Services or related field Minimum of 2 years of experience in Case Management, Housing First, or related community support work; supervisory or team leadership experience is an asset. Reliable vehicle and ability to travel between facilities and other locations on a daily basis Valid Class 5 BC driver's license Criminal Record Check clearance in the Vulnerable Sector Certificates in First Aid, CPR, and Naloxone considered an asset Minimum of 2 years of experience in Case Management, Housing First, or related community support work; supervisory or team leadership experience is an asset. Demonstrated experience working with individuals experiencing or at risk of homelessness, including those living with serious mental illness and/or substance use challenges. Strong understanding of harm reduction, trauma-informed practice, and person-centered approaches in housing and support services. Ability to engage respectfully and develop rapport with individuals, with multiple barriers, through a harm reduction lens Communication skills to effectively support clients Ability to work in cooperation with team members and independently Strong understanding of and commitment to supporting individuals experiencing mental health challenges, substance use, and housing instability. In-depth knowledge of best practices and evidence-based approaches in Housing First, harm reduction, and homelessness prevention. Familiarity with local health, housing, and social service systems, including community-based supports and referral pathways. Excellent organizational and time management skills, with the ability to prioritize tasks and coordinate team activities effectively. Demonstrated ability to provide guidance and oversight to staff managing multiple complex caseloads. Maintains consistent professional boundaries, exercises sound judgment, and promotes safety for both staff and participants in all interactions. Understanding of Harm Reduction theory and demonstrated ability to implement harm reduction strategies Understanding of Intentional Outreach, Housing First, Rapid Re-Housing, and Shelter Diversion principles Understanding of working with a Trauma Informed lens Familiar with or ability to learn Homeless Individuals and Families Information System (HIFIS) Proficient understanding of Microsoft Outlook, Word and Excel Strong attention to detail Critical thinking, problem-solving, and decision-making skills Conflict resolution and crisis intervention skills Ability to be regularly exposed to individuals who are struggling with and/or recovering from trauma, drug/alcohol use, homelessness, mental health challenges and/or mental illness Ability to be regularly exposed to and in direct contact with dust, dirt, germs and human bio-products

WHO IS CMHA KELOWNA?

At CMHA Kelowna, we are dedicated to Mental Health in our community. No matter how old or how young, we provide support for families and individuals through programs that promote positive mental health and support recovery, while championing the elimination of barriers that can prevent people from thriving. We are a dynamic, innovative and visionary organization. We are looking for someone who shares our vision of a mentally healthy Kelowna and are passionate about making a difference in our community by bringing their particular expertise to our organization. To learn more, check out our website at www.cmhakelowna.org

CMHA KELOWNA OFFERS YOU:

A competitive hourly wage of $47,395.17-61,613.73 Dental, Health & EAP Benefits Wellness Spending Account RRSP matching program Vacation & Personal Health Days Workplace culture that fosters learning, transparency, trust and teamwork


As an employer, CMHA Kelowna strives to create a workplace that respects and values all individuals, minimizes bias, and promotes equity, diversity, and inclusion of different perspectives and ideas. At CMHA Kelowna that means welcoming diversity in mental health, race, ethnicity, and culture. It also means diverse abilities, age, religion, sexual orientation, socio-economic status, gender identities, education, marital status, language, and physical self-expression. These values are embedded in the work CMHA Kelowna does every day.



We appreciate and thank all applicants for their interest, however only short-listed candidates and those legally eligible to work in Canada will be contacted.