Job ID #32025: Residential Care Facilities & Homelessness System Caseworker (PERIODIC)

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #32025: Residential Care Facilities & Homelessness System Caseworker (PERIODIC)


• Union: CUPE Local 5167


• Job Description ID #: 971


• Close date: Interested applicants please submit your application online at by 4:00 p.m. on June 24th, 2026


• Duration: up to 18 months


• Vacancy type:  This posting will be used to fill current vacancies, as well as any further vacancies which arise during the period noted above


• Internal applicants should apply with your work e-mail address . External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

Reporting to the Supervisor, Human Services – Homelessness System Operations or Supervisor, Human Services – Community Social Housing, the Residential Care Facilities & Homelessness System Caseworker is responsible for managing a complex caseload of clients who require more focused specialized supports and services including financial, residential and employment. The Residential Care Facilities & Homelessness System Caseworker provides support and services connected to the homeless serving system and Ontario Works program. In this role, they act as a subject matter expert and responds to client, staff and community inquiries. This role is accountable for delivering specialized supports and services, while providing guidance and support to internal and external inquiries related to these programs. As part of a client centered service, determines the eligibility of applicants of the homelessness serving system, including shelters (Emergency and Violence Against Women), drop-ins, people who are street involved, and other programs or Residential Care Facilities for the City of Hamilton.

GENERAL DUTIES

Provide immediate response, crisis intervention, and safety planning for emergencies including domestic violence, mental health crisis, addictions, evictions, disasters, encampments, and disruptive behaviours. Ensure the safety of clients, staff and the public.

Collaborate with relevant stakeholders to ensure timely and appropriate response to emergencies while ensuring on-going support for affected individuals.

Maintain a specialized caseload of individuals and families experiencing homelessness and complex barriers, conduct comprehensive assessments and provide intensive, client-centred, housing-focused case management, including the development and implementation of individualized case and outcome plans.

Assess and monitor eligibility for Ontario Works and related benefits, assist clients in accessing all applicable income supports. Review, authorize, and reconcile financial transactions, subsidies, payments, and billings within approved budgets and funding parameters.

Act as a liaison and subject matter expert for complex inquiries and escalations from staff, leadership, community agencies, elected officials, and the public. Provide informed analysis, recommendations and coordinated responses.

Design, develop, and deliver training and community presentations; provide mentoring and professional development. Contribute to policy, procedure, and system improvements that enhance service delivery.

Collaborate with Province via Hamilton Homeless application pilot project to provide application support for unhoused Ontario Works applicants and their families in local office and within the community at local shelters, drop-in centres for individuals at risk /experiencing homelessness, hospitals, Detention Centres and Residential Care Facilities.

Respond to hospital / detention centre discharges from both wards and emergency departments. Attend hospitals and/or detention centres to complete OW and ATH applications.

In conjunction with Housing Services Supervisor, assist with issues and concerns resulting from, but not limited to, complex and or emergency applications, complex concerns within the homelessness serving system, walk-ins and individuals presenting with significant barriers to accessing traditional financial and other supports.

Provide front counter, phone and email support related to complex public inquiries, payments, emergency/crisis assistance.

Review Serious Incident reports and complaints in conjunction with community agencies, Licensing, Fire and Health Departments.

Write reports; compile statistics and records; compose correspondence; develop and maintain tracking logs such as Hotel Placement, Emergency Drug Card, Out of Town Transportation, Taxi Transportation, DARTS, Bus Passes / Bus Tickets, Residential Care Facilities Subsidy Wait List, Case Tracking, etc.

Review and determine eligibility for each individual clients’ subsidy application within Residential Care Facilities, calculate and notify client and staff of residents required contribution towards home fees, as well as subsidized portion.

Open and close confidential client files; maintain case information via the Homeless Individuals and Families Information System (HIFIS), Social Assistance Management System (SAMS) and Residential Care Facilities Database to ensure accurate and timely reporting and documentation of required information.

Recommend appropriate housing, employment related programs, activities and supports.

Participate in Coordinated Access System, including participation in homelessness system case conferencing within a client centered, solution focused framework.

Participate in case conferences at various levels including but not limited to Housing Services Staff, OW Staff, ATH staff, shelter staff , ODSP Case workers and Residential Care Facility Administrators to facilitate coordinated supports for participants and address any program delivery concerns by applying expert knowledge of OW legislation, homeless serving system supports and Shelter, drop in and Residential Care Facility policies and utilizing strong decision making skills .

Promote collaboration and empowerment among colleagues and clients alike.

Utilize extensive knowledge of resources to advocate on behalf of applicants/ clients. Provide accompaniment as required in the community to ensure equitable access to supports/resources in the community.

Maintain detailed knowledge of legislation, policies, procedures and current changes to ensure compliance with Ontario Works, ODSP, Emergency Shelters System, homeless operations, Coordinated access system, encampment protocols, VAW and newcomer.

Support service delivery, assist clients with the ODSP application process including accompaniment to monthly income clinics and offering guidance to clients to promote equitable access to benefits services and community resources.

Ensure compliance with R -Zone policy by monitoring and addressing trespassing community members.

Collaborate with leadership to address and resolve daily issues related to applications, absences, coverage, walk-ins and complex clients.

Ensure efficient office coverage and support in absence of leaders. This includes managing emergencies and addressing inquires to ensure continuity of services.

Provide coverage for staff in office and in the community as needed for unplanned, vacation or training outside office.

Engage in case conferences with colleagues and leadership to assess challenges, emerging trends, and systemic issues related to Housing Services, Ontario Works, ODSP, the unhoused Pilot Program, and the homeless serving system. Contributes to developing strategies and processes for service improvement.

Testify in court as required.

Utilize SAMS, BAM, CAM and HIFIS to inform case management to ensure accurate and timely reporting and documentation of required information.

Respond to emergency evacuations such as major fires and chemical spills by staffing shelters, obtaining food supplies and assisting in transportation of disabled persons.

Assist Program Manager/Supervisor with eligibility criteria for a new Operator of a Residential Care Facility.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Demonstrated knowledge of principles theories and code of ethics normally acquired through the completion of a University degree in Health , Human Services or Social Services or a diploma from two year Community College Program in Health , Social Services or Human Services with extensive experience in counselling clients conducting interviews and assisting individuals and families experiencing chronic homelessness, mental health and substance use.

2. Knowledge gained by successful completion of training for an Ontario Works Case Aide or Ontario Works Case Worker, with progressive on the job experience as a Ontario Works Case Aide or Ontario Works Case Worker.

3. Demonstrated level of expertise and proficient knowledge of the Ontario Works Act, Regulation, Policies. Special Supports guidelines and directives, Ontario Disability support program guidelines and directives. Coordinated access and homelessness system operations guidelines and directives. Emergency Shelters and encampment policies, procedures guidelines and directives. Ability to comprehend and interpret legislation, policies, guidelines and directives for the purpose of communicating updates to the team. And to educate and ensure equitable service.

4. Strong working knowledge of the Social Assistance Management System (SAMS) and Homeless Individuals and Families Information System (HIFIS ).

5. Exceptional client service and interpersonal skills with proven ability to support clients, staff and community agencies in challenging situations, respond calmly to manage emergencies, and defuse conflicts effectively.

6. ASIST: Applied Suicide Intervention Skills training and nonviolent intervention training an asset.

7. Demonstrated ability to mentor and support various individuals including students, new employees and staff within the homeless supporting system.

8. Proven ability to apply innovative problem solving with a solution focused lens in escalated or specialized cases by assessing the needs of individuals, families, diverse populations and communities and providing person centered services that connect them with the resources needed to meet their needs and achieve their goals.

9. Advanced interpersonal skills to navigate sensitive and complex interactions with colleagues, clients and community agencies.

10. Proven ability in conflict resolution, including de-escalation and effective management of challenging situations.

11. In-depth knowledge of community agencies and related resources with exceptional knowledge of housing, chronic homelessness, substance use and mental health related services.

12. Excellent verbal communication, facilitation and presentation skills to conduct meetings, community presentations etc.

13. Strong time management, planning and organizational skills as demonstrated through extensive case management, outreach supports.

14. Ability to meet tight deadlines, manage multiple projects, client cases and community partner inquiries.

15. Strong work ethic with creative and progressive perspective.

16. Proactive, results driven self-starter with a strong focus on achieving positive outcomes.

17. Excellent written communication skills with demonstrated ability to write case notes, reports and compile statistics.

18. Must possess a class G driver’s license with access to a reliable vehicle. This position requires you to complete client interviews, 3 or more times per week, that are conducted at locations other than assigned office.

19. French language would be an asset

THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.