Job Description

Navigate Complexities. Create Change. Together.

This is our purpose at CUPS. Our unique integrated approach to care empowers people to work holistically to create and achieve goals that support their well-being and builds readiness to navigate and access support in the community. As a formative presence, we work together to build better systems and a stronger community.

Clients depend on us, supporters trust us, and partners count on our collaboration. We do not take this responsibility lightly -

we are accountable for our words, our actions, our relationships, and most importantly, ourselves

. Through a compassionate lens, we afford every person dignity in their interactions with us. We proactively seek opportunities for continuous learning with open minds and transformative spirits. Through our culture, rooted in our values, we will achieve our purpose and ambition.

Position Overview: Manager, Coordinated Care (RSW)

Location:

Calgary, AB -CUPS Office 1001 10 Ave SW, 1-2 days remote as approved

Reports To:

Director, Programming

Scope:

Manager level; 9+ Direct Reports,

Schedule:

Full-time, 1.0 FTE. 37.5 hours per week Mon-Fri 8am-4pm. Overtime hours may be occasionally required to meet the demand of program reporting.

The Role

At CUPS, we are committed to

creating an inclusive, trauma-informed, and compassionate first point of entry

for individuals seeking care and support.

As the

Manager, Coordinated Care

, you will play a pivotal role in ensuring clients receive a caring and coordinated experience from the moment they walk through our doors. This position oversees the

Welcome Team, Care Coordination, and Basic Needs Fund (BNF) administration

, ensuring seamless service delivery aligned with CUPS'

integrated care approach

. If you are a

seasoned people leader

with expertise in

program design, mentorship, and community collaboration

, we encourage you to apply!

Why Join Us?

At CUPS, you will lead a

dynamic and impactful team

that serves as the first point of contact for clients accessing our services. You will oversee program development, staff mentorship, and service coordination,

ensuring high-quality, trauma-informed care

that fosters trust and stability. Working alongside

external partners and internal leadership

, you will help shape a

welcoming and effective service environment

that meets the needs of structurally marginalized individuals. This is your opportunity to lead

meaningful change

while supporting

collaboration, innovation, and client-centered programming

in a mission-driven organization.

Your Impact

Leadership & Team Development

Model and create an

approachable, trauma-informed, and client-centered

first point of contact for workers, clients, and guests. Provide

direct supervision

to the

Team Lead, Client Navigation, Care Coordinators, and Basic Needs Fund Coordinator

, ensuring alignment with CUPS standards and program goals. Develop and implement

program objectives, action plans, and continuous improvement initiatives

that enhance service delivery. Mentor and coach employees to

strengthen skills, identify gaps, and create development plans

for a high-performing team. Foster a

collaborative and values-driven culture

, reinforcing CUPS' mission and

integrated care model

. Engage with external partners to

enhance CUPS' Welcome Program

, strengthening

collaboration and service accessibility

. Oversee

recruitment, training, and engagement strategies

to develop and retain a compassionate and effective team.

Program Operations & Service Delivery

Lead the

continuous improvement

of Welcome to CUPS Programs, ensuring services support

client success and team engagement

. Provide

daily guidance and workload planning

, supporting goal setting, team meetings, and performance management. Ensure program employees

integrate evidence-based approaches

like

Brain Science and CUPS' Integrated Care Tool

into client interactions. Maintain

accurate and timely client documentation

in

electronic records systems (CHR, HMIS, etc.)

. Develop and oversee the

annual operating budget

, ensuring

fiscal responsibility and program sustainability

. Ensure

Health & Safety compliance

within the building, creating a secure and supportive environment.

Stakeholder & Relationship Management

Champion

CUPS' integrated care philosophy

, collaborating internally and externally to improve service coordination. Build and maintain

effective partnerships

with agency providers, community organizations, and service collaborators. Create a

safe and supportive work environment

, addressing

staff and client concerns

proactively. Represent CUPS in

committees, community forums, and partnerships

, furthering

advocacy and client services

. Provide mentorship and share expertise with

students, volunteers, and guests

to

enhance CUPS' social justice impact

.

What You Bring

Required Qualifications:

3-5+ years experience

leading teams/taking on leadership

roles in housing, community development, or financial support service,

8+ years

generalist experience in supporting vulnerable communities, social service or related field Extensive experience working with clients affected by poverty and trauma.

Registered Social Worker

with a minimum diploma (Bachelor's degree preferred) in Social Work or related field. Demonstrated leadership experience with

team coaching, supervision, and staff development

. Strong understanding of

trauma-informed care, Adverse Childhood Experiences (ACEs), and the socio-environmental determinants of health

. Familiarity with

mental health, poverty, substance use, and community support services

. Ability to

work independently, exercise critical thinking, and drive program excellence

.

Preferred Qualifications:

Experience working in

multidisciplinary and integrated care models

.

Brain Story Certification

(or willingness to obtain).

Current CPR

&First Aid certification.

Employment Requirements:

Criminal Record Check with Vulnerable Sector Screening

Working Conditions

Technology use, including CHR Electronic Records System, MS Office 365 Suite. Periods of stress due to work volume and work pace. Manual dexterity required for computer use Individual and collaborative team based work Exposure to trauma and emotionally complex cases

.

Apply Today!

If you are a

strategic leader passionate about trauma-informed client care

, we encourage you to apply!

Submit your resume and cover letter

. Only those selected for interviews will be contacted.

Join us in

creating a welcoming, client-centered experience that fosters dignity, trust, and integrated care!

Job Types: Full-time, Permanent

Pay: $76,125.00-$81,400.00 per year

Benefits:

Casual dress Dental care Employee assistance program Paid time off RRSP match
Schedule:

Monday to Friday
Application question(s):

Do you have a strong understanding of trauma-informed care, Adverse Childhood Experiences (ACEs), and the socio-environmental determinants of health? Are you familiar with mental health, poverty, substance use, and community support services? Are you a registered social worker or have a bachelors degree in social work? What prompted you to apply to CUPS?
Experience:

Leading teams/taking on leadership roles: 3 years (required) Supporting vulnerable communities, social service : 8 years (required)
Work Location: In person

Application deadline: 2025-06-06