WEST COAST CLIENT SUPPORT SOCIETY 

JOB DESCRIPTION 

JOB TITLE: Case Worker

DATE: May 2026

DEPARTMENT: Veteran’s Housing & Support Program 

RESPONSIBLE TO: Program Manager 

JOB SUMMARY: 

The Program Worker will work within a trauma-informed, client-centered, and recovery-oriented framework to support clients of West Coast Client Support Society’s Veteran’s Housing & Support Program in all aspects of personal development and growth. This includes life skills and relevant social and spiritual activities, empowering clients to reach their full potential and overcome obstacles hindering their successful reintegration into the community. 

KEY DUTIES & RESPONSIBILITIES: 

1. Case Work 

• Conduct comprehensive intake assessments to understand the veteran’s housing, health, employment, addiction or mental health recovery and personal development needs.
• Develop, implement, and regularly update Individualized Development Plans (IDPs) for each client that focus on recovery programs for addiction/mental health, housing stability, employment, education, health, and other personal goals. 
• Conduct an initial and ongoing needs assessment of the client as well as conduct schedule the initial room inspection as per the required program standard. 
• Meet with clients regularly to review progress, address barriers, and adjust IDPs as needed. 
• Provide ongoing emotional support and guidance to veterans during their transition to stable housing. 
• Conduct orientation with clients and review the facility rules, clients’ rights and responsibilities, and grievances/complaints. 
• Provide hands-on training, coaching, and support to clients, and help create opportunities for practicing skills that will enable clients to achieve their personal goals. 
• Facilitate access to mental health, substance abuse, and other clinical services as needed. 
• Liaise with external service providers (e.g., health services, employment programs, community resources) to connect veterans to appropriate resources. 
• Provide veterans with information and referrals to relevant benefits programs, such as the Veterans Affairs Canada programs, income assistance, or disability services. 
• Establish and refer clients to appropriate medical and mental health services, education/job training programs, legal and advocacy services and other community resources as needed.

 2. Administrative 

• Supervise/monitor actions and interactions of clients during assigned shift.
• Respond to all client’s inquiries within the framework of Centre Policies & Procedures. 
• Answer telephone and refer calls to the appropriate person(s). 
• Admit visitors to the facility according to guidelines. 
• Participate in scheduled staff and case management meetings as required and provide input and information on assigned Client progress. 
• Maintain confidentiality and keep accurate files/case notes and statistical records.  
• Assist with the intake process and departure process of clients. 
• Initial response to emergencies such as fire alarm, or other situations. 
• Respond and assist clients at times of physical/mental/emotional crises. 
• Specifics of administrative duties will vary with the different shifts. 

3. Community Support

• Facilitate and co-facilitate psycho-educational, experiential groups 
• Delivery of an abstinence-focused, relapse prevention program offering individual and group educational sessions to support client’s sobriety. 
• Participate with clients in scheduled instructional, spiritual, or social activities as required. 
• Develop effective working relations and cooperate with other service providers in the community throughout the entire case management process. 
• Maintain contact with the community agencies and other service providers to coordinate activities and available resources for the benefit of the Centre and the residents. 
• Research and develop knowledge of issues that relate to clients. Development of resource information as relevant for clients. 
• Perform other duties as assigned. 

EDUCATION & QUALIFICATION:

• Completion of a formal post-secondary/college program of two academic years in social work or similar fields 
• Training/Certification in Addictions and/or Mental Health recovery 
• Current Certification in First Aid/CPR 
• Certification in Non-Violent Crisis Intervention, or willingness to be trained. 
• Experience with, and knowledge of PTSD, trauma, and addictions populations 
• WHMIS 
• Certification in FOODSAFE Level 1 
• Universal precautions 
• Computer skills and training in Word, Outlook & Excel 
• Fluent in spoken and written English 
• Criminal Record Review Act clearance to work with vulnerable adults 

EXPERIENCE: 

• A minimum of two (2) years of working with individuals who are homeless or at risk of homelessness in a residential setting is preferred but applicable experience will also be considered. 
• Experience and knowledge of working within multiple frameworks and theoretical models of practice, program development and delivery, and working with individuals with complex mental health, PTSD, and addiction recovery needs. 
• Knowledge of program population complexities. 
• Knowledge and working experience of trauma-informed practice. 

PERSONAL: 

• Organized with good attention to detail. 
• Good analytical and problem-solving skills. 
• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility. 
• Ability to de-escalate individuals in stressful situations.
• Must be in good physical and mental health. 
• This position requires the incumbent to stand for extended periods of time and to lift and carry objects up to 40 lbs.