Client Care Support

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

POSITION PURPOSE SUMMARY:
This role works directly with participants to assist with social and recreational activities and encourage engagement in community-based programs. This position also supports case management functions, connects participants to external resources, assists with life skills development, and contributes to program delivery, including safe food handling and leading group activities as needed. The role contributes to the broader mission and values of The Salvation Army, upholding standards of service that reflect its spiritual and social commitment to the community.

ACCOUNTABILITIES:
• Support delivery of program services that support participants’ physical, social, emotional, and spiritual well being as assigned by the Supervisor.
• Assist in conducting interviews, assess participant needs, and complete referrals for services such as funding, treatment, and daily living supports.
• Complete intake, discharge, and service cessation processes in accordance with program requirements.
• Pack or dispose of participant belongings in alignment with organizational policy.
• Respond to crises and emergencies, utilizing de escalation techniques and appropriate interventions.
• Assist with social, recreational, community, and life skills activities.
• Support participant development in areas such as hygiene, laundry, cooking, food handling, and general daily living skills.
• Encourage positive decision making and problem solving through a participant centered, self determination approach.
• Facilitate social skill development and promote healthy interpersonal interactions in collaboration with the team.
• Assist participants in maintaining clean, organized, and clutter free living spaces.
• Provide case management support as required.
• Operate a program transport vehicle (up to 7 passengers) when needed.
• Assist with food preparation and cooking duties as assigned.
• Administer Naloxone in cases of suspected opioid poisoning and provide first aid within certification and safety guidelines.
• Administer urine drug screening tests in accordance with program protocols.
• Assist in maintaining adequate supplies and help ensure program equipment is in good working order.
• Address rule violations, document incidents, and notify appropriate staff.
• Contribute to training and orientation of new or existing staff.
• Participate in program development, policy implementation, and special events as requested.
• Maintain a clean, organized work environment and submit service requests when needed.
• Manage medication storage, administration, dispensing, and documentation in line with program requirements.
• Assist facilitators with participant classes, including cooking, leadership, and teamwork activities.
• Uphold respectful, collaborative relationships with interdisciplinary team members and report relevant participant or workplace concerns.
• Complete all required documentation, including Transitional Plans, case notes, and incident reports, in accordance with organizational and legal standards.
• Attend staff meetings, case management meetings, internal training, and external meetings as directed.
• Prepare reports, surveys, and statistical data when requested.
• Perform other duties as assigned.

CRITICAL RELATIONSHIP MANAGEMENT
Internal: Ministry Unit leadership, staff, and volunteers.
External: guests/clients of ministry unit in person.

MANAGERIAL RESPONSIBILITIES:
• Reports directly to the Program Manager.

FINANCIAL AND MATERIALS MANAGEMENT:
• Maintain confidential files and reports.
• Maintain a pool of resources of other community services for easy accessibility.

WORKING CONDITIONS:
• Work is primarily performed in the office environment, mostly within a ministry unit or facility.
• Work requires lifting/twisting/bending and patterns of sitting/standing for long periods of time.
• May work with (commercial) kitchen equipment.
• The incumbent may interact with individuals displaying challenging behaviours.
• This role may require shift work, work over weekends, statutory holidays and extended hours.
• Multi-site work may be required.

The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, exemplifying Christian standards of conduct.

EDUCATION AND EXPERIENCE QUALIFICATIONS:

Education, Qualifications & Certifications
• Post-Secondary education/training in a human service related field.
• Must have a valid Driver’s License and Clean Drivers Abstract.
• Current certification in Standard First Aid with Level C CPR.
• Current certification in Non-Violent Crisis Intervention.
Experience and Knowledge Requirements:
• Minimum one year of related experience in a social services or mental health setting.
• Experience working with computer and software programs/system.
• Alternative combination of education and experience may be considered.
Skills and Capabilities:
• Willingness to develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.
• Work in compliance with OH&S Act and Regulations and abide by The Salvation Army’s health and safety policies and procedures.
• Excellent interpersonal and communication skills, including active listening, empathy, and the ability to work effectively with staff, clients, families, volunteers, and visitors from diverse cultural backgrounds.
• Ability to encourage personal life skill development by showing, teaching, talking, and developing appropriate, respectful relationships.
• Ability to offer care in a respectful manner, to assess and report changes in physical and emotional well-being and to offer a compassionate approach to each client and their family.
• Must demonstrate a positive attitude towards the homeless and individuals with substance abuse and concurrent problems, including mental health concerns.
• Strong oral and written communication skills.
• Ability to deescalate situations with strong conflict resolution skills.
• High level of integrity, confidentiality, and professional ethics, with a balanced sense of fairness and flexibility.
• Strong organizational skills and the ability to follow detailed instructions accurately.
• Adaptability to change and frequent interruptions.
• Ability to work effectively in a team-oriented environment and take the initiative.
• Demonstrated attention to detail with good analytical and problem-solving skills.
• Demonstrated patience, understanding, and professionalism in all interactions.

This is a Full time position.

Scheduled weekly hours: 40 hours

This is an evening position 3:00 pm to 11:30 pm on a rotation with every other weekend off.

Target hiring range is $22.39 per hour at Step 1 to $24.16 per hour at Step 4

Compensation:

The target hiring range for this position is $22.39 to $23.28 with a maximum of $24.16.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [email protected] if you have a need for any accommodation and we will be pleased to discuss this with you.