Client Care Manager (Temp)

I Have A Chance Support Services Ltd.

Client Care Manager (CCM)

Job type: Full-time

Compensation: $60,000 - $65, 000

Shift & Schedule: Monday to Thursday 8:30 am to 4:00 pm – Friday 8:30 am to 2:30 pm. Additional hours may be needed.

Location: Stony plain, AB.

ABOUT US

I Have a Chance Support Services Ltd. (IHACSS) is an accredited, community-based organization providing supported living to individuals with disabilities and complex needs. We are deeply committed to empowering individuals facing mental illness and disabilities to achieve independence through personalized support and inclusive community engagement.

At IHACSS, we believe:
• Every person is unique and has something to offer.
• Every person deserves dignity, value, and respect.
• Everyone should have the opportunity to experience what the world has to offer.

We strive to:
• Enhance individual abilities and facilitate personal growth.
• Inspire pride, accomplishment, and well-being.
• Create environments that foster independence and quality of life.

WHY CHOOSE IHACSS

Join our nurturing and inclusive team and enjoy a deeply rewarding career while contributing to the growth and development of others. IHACSS provides:

• A collaborative, inclusive work culture

• Paid in-house training and continuous learning opportunities

• Comprehensive health care coverage, dental benefits, & drug plan paid by employer

• Emergency travel medical benefits

• Employee Assistance Program (EAP) – including Lumino Health Virtual Care

• Business casual dress code and free on-site parking

• Paid Time Off

• Paid vacation entitlements

• Company events and travel opportunities in Northern Canada

• Opportunities for advancement in a growing organization

Role Overview

The Client Care Manager (CCM) is a role responsible for coordinating various aspects of client support, ensuring that the specific needs and preferences of individuals are met. The CCM acts as a key point of contact for clients and their families, providing support and guidance as needed. They work closely with healthcare professionals and other staff members to develop and implement care plans tailored to everyone. Additionally, the CCM monitors the quality of care provided, addresses any client-related issues that arise, and continually seeks ways to improve service delivery. The CCM oversees care planning, staff development, and compliance with organizational and contractual standards while ensuring a nurturing and therapeutic environment.

This role combines leadership, advocacy, crisis intervention, and direct support work in a dynamic, hands-on environment

SUPPORTING INDIVIDUAL IN CARE PROGRAMS AND WELLNESS

• Maintain a working knowledge of each individual in care and a professional relationship based on respect and dignity
• Provide oversight and develop in-house programs in collaboration with the Support Home Supervisor
• Encourage and facilitate individuals to achieve success in their Individualized Care Plans (ICP)
• To support individuals to be safe within their home and in the community and to identify and deal with any concerns and crisis situations
• To support individuals to understand their personal rights, the rights of others, how their behavior impacts others, and how to identify and report situations of suspected abuse
• To support an individual’s freedom of belief, faith, religion, and culture and assist individuals to practice these as desired
• To support individuals in the development of healthy and positive relationships
• To support community inclusion and to assist individuals to become active, valued, and contributing to members of the community
• To assist individuals in understanding, problem solving, and the development of skills
• Ensure all medical appointments and health concerns are followed through and documented accordingly
• Provide crisis intervention and physical support as trained and certified in. Role-model appropriate skills and support employees to develop skills
• Engage in post-incident debrief with individuals in care and employees
• Develop a professional relationship with individuals in care through relationship building and active engagement regularly

Leadership Support

• Ensure staff provide holistic support, including household management, health, finances, and active community participation.
• Provide in-the-moment coaching and skill-building opportunities for employees.
• Foster a respectful, collaborative workplace by modeling professional and healthy behaviors.
• Support and guide staff in adhering to policies, procedures, and expectations.
• Backfill Client Care Manager vacancies as needed and aid with on-call duties.
• Promote a positive, respectful workplace culture aligned with IHACSS Mission, Vision, and Values.
• Promptly address and report situations of suspected abuse, discrimination, or harassment.
• Collaborate with team members and stakeholders to deliver exceptional service.
• Ensure employees and individuals in care have access to training and learning opportunities.
• Maintain a strong understanding of IHACSS policies, health and safety manuals, and regional standards.
• Ensure all communications are reviewed and responded to promptly.
• Regularly update and support required certifications and credentials.
• Support conflict resolution and mediation among team members.
• Aiding the HR team to conduct disciplinary meetings with employees and Union representatives.
• Participate in debriefings and incident follow-ups to ensure a safe and supportive environment.
• Provide guidance and oversight during critical incidents, ensuring and timely reporting.
• On-call rotation within the Client Care Team.

• Provide after-hours On-Call Support as outlined in IHACSS policy

• Participating in accreditation and vendor audits as needed.
• Rotation based overnight spot checks at the residences.

REPORTING

• Participate in drafting and updating Quarterly Reports as assigned
• Ensure Support Homes are creating and document Behavior Tracks, Positive Occurrence Reports and Unusual Occurrence Reports as required
• Review all reporting from each Support Home daily and follow up on any important information as required
• Document engagement with individuals in care through regular Case Notes
• Maintain accurate, appropriate, specific and timely reporting in all documents
• Uphold all requirements in a Planned Positive Procedure, Behavior Support Plan, Restrictive Procedure or Medical Procedure as required and ensure employees are trained regularly (and have access to) such documents
• Ensure all Individual in Care files are maintained, accurate and up to date
• Ensure all employees are made aware of Individualized Care Plans (ICP) and are documenting progress updates regularly

ORGANIZATIONAL CULTURE

• Maintain positive public relations and create a positive, respectful work environment
• Promptly report situations of suspected abuse, violence, discrimination, bullying, and harassment
• Be a role model and advocate for a harmonious and collaborative work environment with colleagues and leadership. With an “all hands-on deck” approach to reach team, house and client goals
• Maintain healthy relationships with your colleagues, leadership and support teams
• Complete and maintain all required training to ensure safety, wellness and health for all
• Collaborate with IHACSS Managers and Administration Team Members
• Promote on-going learning opportunities for employees and individuals in care

Qualifications

• Degree or diploma in Health Services, Human Services, Disability Services, Correctional Services or a relevant field
• 4 years of related experience working with the population served

• Experience working in Case Management is an asset

• Possession of a valid driver’s license and a reliable vehicle. All positions are outside of Edmonton. Employees are expected to be able to attend all scheduled work shifts during times of inclement weather.
• Clean driver abstracts and document proof of insurance. Employees must be able to drive agency fleet vehicles with proficiency.
• Vulnerable sector check and child intervention record check.
• Proficiency in English reading and writing skills.
• Demonstrated aptitude in working with diverse populations.
• Proficiency in collaborative teamwork.
• Understanding of harm reduction and relevant practices
• Capacity to work in dynamic and high-pressure environments

IHACSS is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome applications from all qualified individuals, regardless of race, gender, disability, or background.