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26 May 2023

Full-Time Manager, Case Management

Friends of Ruby – Posted by Friends of Ruby Toronto, Ontario, Canada

Job Description

Friends of Ruby

Friends of Ruby is dedicated to the journey and well-being of 2SLGBTQIA+ youth, aged 16-29 through mental health services, social services, and housing. Friends of Ruby offers Youth Mental Health services, a Youth Drop-In Centre, and a Transitional Home. The Centre provides access to barrier-free counselling and therapeutic groups, case management and a drop-in space with hot meals, community, and comprehensive programming. The Home provides transitional and emergency housing, as well as mental health and life-skills to support youth moving towards independent living.

Friends of Ruby recognize that a diverse work force is critical to accomplishing our mission. Our goal is to attract, develop, and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives.

We strongly encourage applications from the 2SLGBTQIA+ and BIPOC communities, and diverse backgrounds that meet the requirements of the job posting. We suggest applicants introduce themselves, their stories and lived experiences in their cover letter to the degree they are comfortable with.


Position Summary

Friends of Ruby is looking for Manager of Case Management, to support the Organization’s efforts towards providing progressive support to 2SLGBTQIA+ youth in our Queen Street East, Toronto location and our Transitonal home. Under the direction of the Director of Mental Health and Youth Services, the Manager of Case Management is responsible for overseeing the development, delivery, monitoring, and evaluation of all case management services with Friends of Ruby, including Case Management provided to the residents of our Transitional Home.

Additional responsibilities include ensuring high quality delivery of case management services, care planning, and service navigation. Along with program planning, development and evaluation, and the supervision of staff. The role will be responsible for performance improvement and quality management of the team.

This role will provide day-to-day supervision, mentorship, and performance support to the Case Management team, ensuring effective teamwork, high standards of work quality and organizational performance, customer service excellence, and continuous learning. The manager will encourage innovation, evaluating performance and leading staff development through motivation and training, creating a safe and supportive environment for all participants and staff.


Who You Are

We’re looking for a thoughtful, decisive, flexible, proactive, driven, and caring candidate who is committed to supporting our participants and staff through continued efforts, initiatives, and best practice, while leading by example.

You’re a team player with critical thinking and problem-solving skills, who manages change effectively in a dynamic environment. You have extensive experience as both a clinician and as a clinical supervisor/manager, and developing, implementing, and evaluating programming, are comfortable with new technologies and have experience with an interdisciplinary approach.

You appreciate an opportunity to collaborate and harness the knowledge of 2SLGBTQIA+ youth with lived experience of hardship, marginalization, homelessness, mental health challenges, with rich experiences and knowledge to offer. You have a deep commitment to youth centered approach, a passion for working with others to support youth to achieve their authentic self and have experience in youth engagement.

You understand substance use, mental health and harm reduction interventions, gained through direct experience working with marginalized individuals, providing support through an anti- oppressive, anti-racist, strengths-based, client-centered and trauma informed lens with 2SLGBTQIA+ youth.


The responsibilities of this position include, but are not limited to:

  • Ensure the effective development, implementation, ongoing monitoring and continuous improvement of policies, standards and processes for our housing, homelessness, and support services program
  • Ensuring that accurate records are maintained of all case management programs
  • Ensuring that accurate and timely reporting is provided
  • Ensuring that requests for housing and case management services are dealt with in a professional and effective manner
  • Working collaboratively with team members, partners, and community members to ensure that the team is following best practice standards for a variety of case management interventions
  • Ensuring that strategies to mitigate risk and improve the program are identified, recommended, and implemented
  • Manage, direct, and support the daily activities of staff (E.g., attendance, client/staff safety, performance, deliverables, targets, etc.)
  • Regularly monitor and improve service delivery targets, workloads, and outcomes
  • Create an environment that promotes and encourages change and innovation
  • Build and support a sustainable and productive relationship with staff, management, the community, and participants of the Friends of Ruby programs
  • Ensure staff follow organizational policies and procedures
  • Participate in external committees and liaise with regional service providers as necessary
  • Liaise with community supports and partners (E.g., mental health and addiction service providers, and family members) as required


  • Ensure that staff members, clients, volunteers, partners, and suppliers have the necessary information and supports
  • Ensuring that effective and productive relationships are established and maintained
  • Ensuring that all communication is conducted in a professional and respectful manner
  • Build and maintain strong professional relationships with program stakeholders


  • Degree in Social Work, Counselling or a combination of education and experience that reflects the needs of the role
  • Master’s Degree would be considered an asset
  • Registration and in good standing with a regulatory college that allows for the provision of psychotherapy
  • Minimum of 5 or more years supervision and management experience in a community setting would be an asset
  • Exceptional leadership, critical thinking, relationship management, negotiation, decision making and problem-solving skills
  • Experience of crisis intervention and long-term case management
  • Experience with case management record systems such as Apricot, SMIS, or other EMR’s
  • Experience and competency in writing grant and funding proposals
  • Demonstrated experience in management and staff development with emphasis on coaching, mentoring and leadership
  • Experience in database management and strong technology skills with competency in PowerPoint, Excel, database system
  • Strong presentation and public speaking skills
  • Aptitude for working effectively and sensitively with people from diverse cultural backgrounds
  • Fluency in a second language is an asset
  • Knowledge of, and experience working within the urban Indigenous community is a definite asset
  • A vehicle, valid driver’s license, and adequate insurance coverage


Additional Requirements

  • Satisfactory clearance under the Vulnerable Sector Police Check Program
  • Must be qualified to legally work in Canada
  • Willing to work onsite Monday to Friday at the Friends of Ruby Drop-In Youth Centre located in downtown Toronto
  • Willing to work on a flexible schedule to accommodate the needs of the organization, working evenings, and on-call on occasions
  • Ability to travel to other community-based settings as needed


COVID-19 Protocol

Friends of Ruby believes that immunization against COVID-19 is an individual and societal responsibility and that we must do everything possible to protect our clients, families, employees, students, volunteers and contractors against the spread of COVID-19. As a condition of employment, proof of full vaccination or exemption under the Ontario Human Rights Code must be submitted to Human Resources seven (7) calendar days prior to start date.


Hiring Policy / Statement on Employment Equity and Diversity

Friends of Ruby strives for inclusion and diversity by attracting extraordinary people from diverse backgrounds and lived experiences. Candidates with lived experience of homelessness and/or who self-identify as being from the 2SLGBTQIA+ or marginalized community, including Indigenous peoples, racialized persons, persons with disabilities, and persons, are encouraged to apply and will be prioritized. We ask that these candidates indicate their relevant identities in their cover letters.

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How to Apply

Please apply here: https://friendsofruby.bamboohr.com/careers/121 Your Application Interested and qualified candidates are invited to submit a resume and cover letter. The job posting will be open until filled. We thank all candidates for their interest. We regret that only those selected for an interview will be contacted. NO PHONE CALLS PLEASE. Accommodation is available on request for candidates taking part in all aspects of the selection process. If you require accommodation (including alternate format materials, accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 30 days.

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