Diversion Case Manager, Downtown Services and Drop-in in Ottawa, Ontario at Youth Services Bureau of Ottawa

Location: 147 Besserer St, Ottawa,

Reports to: Coordinator, Downtown Services and Drop-In

Employment Status: Full time Permanent

Bargaining Unit Status: Included (Youth Worker)

Annual Salary: $64,646.60 - $77,604.80

Language requirements: English is essential; French is an asset

Bonafide Occupational Requirements (BFOR): N/A

Schedule: Monday to Friday, 40 hours per week, some evenings and weekends may be required

Reference Number: 26-102

Closing Date: October 30th, 2026

Posting Stage: Internal and external

Vacancy: Oui

Job Summary:

Under the general direction of the Director of Community Services and the immediate supervision of the Coordinator of Downtown Services and Drop-in, the Diversion Case Manager will complete a strength-based assessment of a clients housing needs when seeking emergency shelter. They will identify and support the client in accessing safe alternative accommodations by engaging with the client’s family, friends and other natural supports. Additionally, for clients without diversion options they will provide support in navigating and accessing shelter services and other appropriate community resources. Please note that this program will continue to develop over time; potentially necessitating changes to the work in order to maximize efficacy.

Principal Duties:

• Act as the first point of contact for youth seeking to access emergency shelter, receiving referrals from various internal and external community partners.
• Engage with the young person in the completion of the Diversion Assessment tool(s) to identify safe and stable alternative shelter options.
• Identify, engage and strengthen family, chosen family and other natural support networks as a primary diversion strategy, utilizing mediation, conflict resolution, family engagement and collaborative problem-solving approaches where safe and appropriate.
• Partner with the client to create, document and facilitate individualized case plans to support the stability of their alternative shelter options.
• Support clients in identifying, accessing and strengthening their circle of non-professional supports (e.g. family members, extended family, chosen family, friends, Elders, mentors and other supportive adults) through resource mapping, mediation, family engagement, conflict resolution.
• Support young people in accessing services within and beyond YSB, providing referrals when necessary.
• Provide ongoing mobile case management through active follow-up, accompaniment, home visits and community-based meetings with youth, family members, natural supports, landlords and service providers.
• Provide up to date knowledge on community resources and assist in navigating and accessing client directed social supports (e.g. social assistance, social housing, counselling etc.)
• Collaborate regularly with youth, family members, chosen supports and professional service providers to coordinate services, strengthen natural support networks and promote housing stability. Support systems include internal or external professionals, family members or other natural supports.
• Manage the distribution of emergency funding to young people to prevent housing loss, or secure safe housing options.
• When diversion is not an option, provide supports in navigating and accessing shelter services and other appropriate community resources.
• Ensure both electronic and physical client files are maintained according to YSB policies and procedures.
• Complete all required training, with opportunities to opt-in to additional training offered by the program to support continuous skills development.
• Contribute to program and service development and evaluation.
• Attend and participate in supervision and staff meetings.
• May be required to supervise students and volunteers as required.
• Act in accordance with applicable legislation. YSB’s policies and procedures as well as the collective bargaining agreement.
• Follows safe work practices as established by YSB and the program.

Job Specifications/Qualifications:
(The qualifications are appended to the job description and are not intended to be part of the job description)

• Diploma or degree in social sciences, social work or relevant field
• Three years direct experience working with youth and providing case management
• Strong knowledge of case management practices, community resources (relevant to youth homelessness and family members), time management and communication skills
• Proven experience with client profile (youth 16-24; unstably housed and varying degrees of acuity); including understanding of intersectionality of Homelessness and LGBTQ2S+ identity.
• Demonstrated experience engaging family members, caregivers, chosen family and other natural supports in service planning and youth-focused interventions.
• Demonstrated skills in mediation, conflict resolution, family engagement and strengths-based intervention.
• Demonstrated ability to outreach to youth in formal and informal settings
• Demonstrated ability to work with flex funds and manage established budget process
• Demonstrated ability to engage with family members, chosen supports, landlords and housing providers.
• Demonstrated ability to work within and outside of team environments
• Demonstrated knowledge of housing and social service supports for youth in the community
• Strong assessment and problem-solving skills
• While the position is based out the YSB Drop-in it is expected that outreach to other locations and organizations will occur with frequency
• Knowledge of Indigenous ways of knowing, being, and doing, and the historical and ongoing impacts of colonization on Indigenous peoples
• Speaking Inuktitut is an asset
• Access to a vehicle will be considered an asset

Additional Qualifications:

• Successful applicants will be required to provide a clear Vulnerable Sector Check obtained within the past six (6) months, as a condition of employment with YSB.
• To confirm language proficiency required for this position, successful candidates may be requested to undergo an oral and written assessment conducted by a third-party provider, arranged by YSB. Candidates must meet the minimum required linguistic profile before their employment start date.

Disclaimer:

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbents may be asked to perform other duties as required.

TERMS OF EMPLOYMENT: YSB values diversity. We are committed to building a workforce that reflects the diversity of our community. Accommodation will be made available for applicants with a disability throughout the hiring process. Applicants must make their needs known in advance. All interested candidates are encouraged to apply. In the event a qualified candidate is not found, candidates that do not meet the qualifications indicated on the posting may be considered.