Primary Case Manager

Job Posting: Primary Case Manager Contract

(Full-time, M-F)

Summary:

Youth Without Shelter (YWS) is looking for a Primary Case Manager (PCM) to cover an upcoming leave on the Emergency Side Team. This is a full-time contract position where you will provide high-quality primary case management services for your assigned caseload including assessments, case planning, employment and housing strategies, life skills training and referrals. This position offers a great opportunity to build rapport with clients in order to provide each resident with full wrap-around services.

Ideal start date: November 16, 2026 or ASAP.

Qualified applicants should upload their resume and cover letter to the Career Centre in ADP. Interviews will only be granted to top candidates.

Internal application deadline: November 9, 2026.

If you have a disability that needs to be accommodated in order to participate in the hiring process or employment, please let us know so we can work to make the appropriate accommodations.

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Title: Primary Case Manager

Reports To: PCM Team Lead

Contract Length and Job Type: One-year+ Contract Position: November 16, 2026 – December 31, 2027. Full-time hours: 40 hours per week, Monday -Friday. Etobicoke, ON

Type: On-site, in-person, occasional outreach

Position Summary

The Primary Case Manager is the key contact for residents at YWS and is responsible for guiding the youth as they transition from homelessness to housing by providing individualized, client-centered support. Working closely and collaboratively with youth through regular meetings and constant support, the PCM develops, implements and monitors the residents’ unique case plans and goals to ensure they have the documents, skills and financial means to maintain stable living. The PCM works directly with their clients to teach life skills, prepare for and seek employment and find and apply for stable housing opportunities and subsidies. Specific concerns that may relate to mental and physical wellbeing, immigration, school issues among others will also require support and referrals. The PCM will consistently apply their skills in rapport building, trauma-informed practice and advocacy to best support and motivate youth. PCMs must be a trained Child and Youth Workers (CYW) or Social Workers (SW).

Key Responsibilities

Equal Access

1. Complete all activities that involve residents in a manner that imparts empathy, understanding and dignity.
2. Ensure all residents are given the opportunity to evaluate the services within YWS and residents’ complaints are listened to and taken seriously.
3. Work collaboratively as team in the best interest of residents.

Occupancy Intakes and Terminations

1. Conduct intake assessments to determine the strengths, needs, and goals of each youth.
2. Ensure equitable and policy-aligned terminations with appropriate referrals.
3. Help prepare units for intake including supplies and cleanliness coordination.

Case Management

1. Act as main point of contact for clients while staying at YWS.
2. Develop individualized case plans in collaboration with youth that outline clear steps toward housing, employment, education, and personal development.
3. Follow current process and timelines for successful exits.
4. Monitor progress regularly and adjust case plans as needed based on changing circumstances and progress toward goals.
5. Provide regular one-on-one support, counselling, education, supervision and advocacy to help youth meet goals in their case plans.
6. Meet frequently with each client - a minimum of one formal meeting per week, plus informal check-ins and support as needed

Housing Support

1. Provide education around housing processes, available subsidies, need for employment for long-term stability etc.
2. Assist youth in conducting housing searches, completing housing applications, and preparing for viewings and interviews.
3. Build and maintain connections with local landlords, housing providers, and community partners,

Employment Support

1. Support youth in developing resumes, applying for jobs, preparing for interviews, and maintaining employment.
2. Refer youth to employment and training programs as needed.

Life Skills Development

1. Provide life skills coaching in areas such as budgeting, cooking, cleaning, conflict resolution, time management, and personal care.
2. Work with team to propose valuable topics for group workshops and activities to build self-confidence in independent living skills.
3. Ensure youth attend workshops and activities that align with their case plan and needs to reach their goals.

Advocacy and Community Referrals

1. Advocate for youth within systems such as housing, education, employment, and health care.
2. Connect youth to internal and external supports including but not limited to mental health services, addiction treatment, legal aid, and education programs.
3. Collaborate with other staff and community agencies to ensure a coordinated approach to support.

Documentation and Reporting

1. Maintain accurate and up-to-date case notes, assessments, service documentation, SMIS daily log and KPI tracking in accordance with organizational policies.
2. Participate in team meetings, supervision, and case conferences.
3. Track outcomes and contribute to program evaluation, improvement and reporting.

Safety and Crisis Management

1. Recognize the signs of a crisis and provide crisis prevention/intervention by following YWS policies and procedures and crisis training, while treating residents with dignity.
2. Always ensure yours and your co-worker’s safety first, followed by the safety of the residents and lastly the facility.
3. Ensure all health and safety policies and procedures are followed and any concerns are forwarded to the property manager or a member of the JHSC.
4. Adhere to strict confidentiality policy for staff and residents and follow all policies and procedures.

Administration

1. Participate in on-call duties.
2. Maintain accurate and timely records, case notes, logs and incident reports.
3. Collaborate with leadership to align case management practices with organizational goals and funding requirements.
4. Attend and participate in All-staff and team meetings.

Staff Development

1. Actively participate in staff meetings and case conference
2. Actively participate in training opportunities
3. Commit to setting professional development goals and participate in annual performance appraisal and peer reviews.

Resident Relationships

1. Foster dignified, professional and motivational relationships with residents and conduct all interactions with residents in a manner that imparts dignity and understanding.
2. Be a role model, emphasizing youth empowerment & respectful communications.
3. Build rapport and trust with residents by being a visible and approachable presence.
4. Encourage and inspire residents to achieve their potential. Convey belief in their ability to achieve their goals through supportive interactions.

Qualifications and Core Competencies

• Degree or diploma in Social Work, Child and Youth Care, or equivalent in a related field
• Minimum 2 years of experience working with at-risk or homeless youth
• Knowledge of trauma-informed care, harm reduction, and anti-oppressive practice
• Understanding of the unique barriers faced by youth experiencing homelessness, including those from racialized, LGBTQ2S+, and marginalized communities
• Ability to coach/teach life skills and employment and housing opportunities
• Strong capabilities in building rapport and motivating youth
• Effective problem-solving, interpersonal, and organizational skills
• Ability to work independently and as part of a multidisciplinary team
• Proficient in Microsoft Office and case management software such as SMIS, Airtable
• Current CPR/First Aid, CPI/NVCI, and Vulnerable Sector Check required
• Experience and knowledge of appropriate interventions to de-escalate or react to crisis
• Demonstrates creativity, flexibility and understanding when working with residents to balance their needs with the needs of the shelter
• Open to change and program improvements

Working Conditions

• Shelter setting
• On-site, in-person
• Work physically close to others
• Possible conflict and rude or challenging behavior from residents
• Some local travel within GTA to accompany youth to appointments, housing visits, life skills training, community supports and outreach
• Long periods of time sitting
• 2 flights of stairs
• Possible occasional evening or weekend hours based on client needs
• Up to 2 days per month work from home allowance
• Fast-paced, emotionally demanding environment; self-care and boundary a must
• Manual dexterity required to use desktop computer and peripherals
• Ability to lift and/or move up to 25 lbs. at a time