Client Support Case Manager

Our Vision
A society free of domestic violence where everyone has the opportunity to realize their full potential.

Our Mission
Create a safe community by eliminating domestic violence through direct client services, justice coordination, and facilitated community action.

Our Mandate
HomeFront is a non-profit organization dedicated to ending domestic violence in the Calgary area. We are an internationally recognized, research-validated, leading-edge, coordinated community-justice response to domestic violence. Working together with justice, law enforcement, and the community, HomeFront shares a common vision and goal to reduce domestic violence in Calgary.

A HomeFront Client Support Case Manager is responsible for the daily management of their assigned client caseload while ensuring that HomeFront's Mission, Vision, Values, and protocols are followed and incorporated into daily case practice and file management. This includes but is not exclusive to:

• Working with clients and their families through the specialized domestic violence justice process from charge up to the end of probation.
• Providing ongoing risk assessments, safety planning, support, information, and referrals to HomeFront clients.
• Working collaboratively within HomeFront's continuum of services.
• Collaborating with HomeFront working partners, specifically the Calgary Police Service (CPS), Crown Prosecutors, Alberta Corrections (P.O.), and Child and Family Services (CFS), providing updates and feedback within the bounds of HomeFront & professional protocols.
• Acting on committees, internal and external to the agency, as required.
• Performing administrative duties as required to maintain case files and program support.

RESPONSIBILITIES:

Case Management:

• Contact new clients and conduct assessments (Abuse History, B-SAFER, etc.).
• Provide professional and proactive support to HomeFront clients (and their families when required) from inception of the case through to transition within the continuum or until the file is closed. Remain in tune and responsive to client needs and file complexity to provide comprehensive support that enhances client safety and empowerment.
• Through powerful client engagement and interview strategies, gain client information necessary to build:
  • A comprehensive safety plan which is reviewed regularly.
  • A clear evaluation of current risk level which is monitored often and communicated to the client.
  • An accurate historical context of the family dynamics and stressors for case manager knowledge and for dissemination to the collaborative.
  • A trusting and empathetic professional space in which clients express needs and any ongoing concerns.
  • A space where domestic violence education and justice process information is provided, and the reality of the relationship/family dynamics is integrated.
• Provide trusted and appropriate community referrals to clients and their families to increase safety, provide for basic needs, build community support systems, provide mental health support, and increase client confidence.
• Expediently provide a summary of relevant client and case manager assessment information to D.V. justice response partners (Crown, CPS, CFS, and Probation) to create the most efficient and effective justice response to each individual case.
• Participate in specialized domestic violence courtroom by:
  • Attending weekly docket.
  • Assisting in the collection of relevant case decisions to provide up-to-date information to HomeFront clients as soon as possible.
  • Checking in with all individuals attending court by providing direction to any accused with questions and ensuring any present HomeFront clients are connected to a case manager and all information is up to date.
  • Contributing to Case Conferencing (ECR) proceedings by ensuring Crown partners have all up-to-date information from HomeFront and CS.
  • Assisting proceedings by working to connect with clients in the moment for clarification to questions from Crown or Defense, ensuring the court matter may go forward.
  • Being an active and equal participant in the specialized domestic violence court in line with the mission to move the files through the court as efficiently as possible to reduce stress on families and begin treatment as soon as possible.
• Provide crisis intervention for clients when necessary for suicidal ideation, homicide, or familicide concerns; activating appropriate response from CPS, Treatment, and EMS.
• Provide outreach support to clients when deemed necessary and coordinated with the Program Coordinator for client safety and engagement.

Administrative Duties:

• Ensure confidentiality protocols are followed and communicated to HomeFront clients, and consent is received.
• Ensure all SharePoint/frontline file information (demographics, intake, history, case notes, referrals) is accurate and timely.
• Create HomeFront reports for Crown files for easy access to information.
• Perform other administrative duties as required by the Program Coordinator or agency personnel.

Relationships:

• Develop and maintain excellent working relationships with HomeFront staff based on trust, professional respect, and the HomeFront Ways of Being.
• Ensure positive and mutually beneficial relationships with all HomeFront partners and community organizations.
• Build and maintain collaborative relationships with Crown, Probation Officers, CPS, Children's Services, and key stakeholders.
• Share knowledge with new staff, volunteers, and students to support team success and development.
• Participate in education events/booths in support of HomeFront programs and initiatives as needed.

QUALIFICATIONS:

• United and aligned with the Vision, Mission, and Values of HomeFront.
• Strong knowledge regarding community support systems, resources, Justice System, and protection orders.
• Ability to seek understanding and to serve others.
• Ability to work effectively in a team environment and independently.
• Maintain a professional demeanor with all team members and working partners.
• Excellent organizational, verbal, and written communication skills.
• Well-developed, non-judgmental listening skills.
• Knowledge and ability to create Safety Plans.
• Creative problem-solving skills.
• Ability to manage complexity.
• Ability to multi-task in a fast-paced environment and take initiative.
• Ability to work with diverse individuals and communities.

SCOPE:

• This position requires the completion of a Police Information Check, including a Vulnerable Sector Check.
• This position is required 5 days a week, 8-hour days beginning at 8:00 AM and ending at 4:00 PM (hours flexible to meet company needs).
• Hybrid working arrangement available.
• This position reports directly to the Program Coordinator.