Madison Community Services
Position Description
POSITION TITLE : Dual Diagnosis Case Manager / Mental Health Case Manager
Pathways to Home (PTH) Program - (1 Year Contract)
REPORTS TO : Program Manager – Pathways to Home Program
ANNUAL SALARY : $ 56,652.46
ABOUT MADISON:
Madison Community Services is a non-profit organization dedicated to promoting independence, health, recovery, and community integration for individuals living with mental health challenges. We achieve this through the delivery of client-centered, recovery-oriented case management, supportive housing, and a wide array of mental health and settlement services.
Madison is committed to achieving high standards of care that are evidence-based, client-centered, recovery-focused, and aligned with Accreditation Canada's standards. We are dedicated to continuously improving our quality of services through measurable outcomes and performance indicators. Program Overview – Pathways to Home (PTH)
The Pathways to Home (PTH) Program is a high-support supportive housing program serving individuals with histories of chronic homelessness, serious mental illness, substance use challenges, concurrent disorders, trauma, and complex health and psychosocial needs.
PTH operates within a Housing First and harm reduction framework and provides 24/7 support services to individuals requiring intensive case management, housing stabilization, crisis intervention, behavioural support, and community integration services.
Clients supported within the PTH program may experience:
- Serious and persistent mental illness
- Substance use and addictions
- Concurrent disorders
- Dual diagnosis
- Acquired Brain Injury (ABI)
- Trauma-related disorders and complex trauma
- Emotional dysregulation and behavioural challenges
- Hoarding or self-neglect concerns
- Histories of chronic homelessness and poverty
- Justice system involvement
- Social isolation and barriers to healthcare access
The program operates within a fast-paced, high-acuity environment requiring strong crisis intervention, communication, risk assessment, conflict resolution, and relationship-building skills.
POSITION SUMMARY
Madison Community Services (MCS) is seeking a compassionate, skilled, trauma-informed, and client-centered Dual Diagnosis Case Manager / Mental Health Case Manager to join the Pathways to Home (PTH) Program.
The Dual Diagnosis Case Manager / Mental Health Case Manager provides frontline mental health, housing stability, crisis intervention, and independent living support services to individuals experiencing mental health challenges, substance use concerns, homelessness, trauma, concurrent disorders, social isolation, and complex psychosocial needs.
Working within a Housing First, harm reduction, recovery-oriented, anti-oppressive, and trauma-informed framework, the Dual Diagnosis Case Manager / Mental Health Case Manager supports clients in achieving housing stability, wellness, independence, recovery, dignity, and community integration.
This role combines:
Mental health support and crisis intervention functions, Independent living and tenancy stabilization support, Community engagement and systems navigation, Advocacy and psychosocial support, Housing retention and life-skills development.
The position operates within high-acuity supportive housing environments and supports Madison Community Services’ commitment to:
- Accreditation Canada standards.
- Equity, Diversity & Inclusion (EDI).
- Continuous Quality Improvement (CQI).
- Risk management and client safety.
- Person-centered and culturally safe care.
- Housing retention and recovery outcomes.
DUTIES, RESPONSIBILITIES, AND RELATED TASKS
1. Mental Health Support, Client Engagement & Case Coordination
- Build respectful, therapeutic, and professional relationships with clients using trauma-informed and recovery-oriented approaches.
- Conduct client engagement, wellness reviews, supportive check-ins, and ongoing psychosocial support.
- Support individualized recovery, wellness, housing stability, and service coordination plans.
- Conduct intake support, risk assessments, wellness assessments, and service planning activities.
- Provide emotional support, motivational support, de-escalation, and crisis intervention.
- Support clients experiencing mental health challenges, trauma responses, psychosis, substance use, behavioral escalations, grief, and emotional distress.
- Promote client autonomy, dignity, self-determination, and informed decision-making.
- Conduct wellness checks, supportive outreach, home visits, and community accompaniment.
- Facilitate psychoeducational, recreational, wellness, and life-skills programming.
2. Independent Living & Housing Stability Support
- Support clients in developing and maintaining independent living skills including:
- Cooking and meal preparation, Housekeeping and laundry, Budgeting and money management, Personal hygiene and self-care, Medication routines and reminders and Time management and daily structure.
- Support with client’s appointments with external stakeholders,
- Support with hoarding, pest control and management and client room cleanings
- Conduct unit wellness, cleanliness, and safety checks while respecting client dignity and privacy.
- Support tenancy stability through:
- Eviction prevention, Conflict resolution, Visitor management support, Housing expectations education, Rent reminders and budgeting assistance.
- Assist clients with move-ins, housing transitions, unit setup, and orientation to supportive housing expectations.
- Monitor and report signs of: Self-neglect, Hoarding, and Housing deterioration, Isolation, Increased vulnerability, Decline in functioning.
- Support social inclusion, community integration, recreation, and wellness activities.
3. Harm Reduction, Crisis Intervention & Safety Response
- Respond to mental health crises, overdoses, behavioral escalations, conflicts, and emergencies using trauma-informed de-escalation approaches.
- Apply harm reduction principles and recovery-oriented practices when supporting individuals with substance use and concurrent disorders.
- Support overdose prevention, naloxone response, suicide prevention, and community safety initiatives.
- Monitor and communicate significant changes in client presentation, risk, or wellbeing.
- Participate in critical incident response, emergency interventions, wellness monitoring, and post-incident follow-up.
- Collaborate with ACT teams, hospitals, crisis teams, external stakeholders, family, healthcare providers, and emergency responders.
- Support implementation of emergency procedures, fire safety, wellness checks, and organizational safety protocols.
4. Advocacy, Systems Navigation & Community Liaison
- Advocate for client rights, dignity, equitable access, and culturally safe service delivery.
Support clients in accessing: ODSP and Ontario Works, Healthcare and mental health services, Food security supports, Legal aid and identification services and Income supports and community resources.
- Facilitate referrals, warm transfers, coordinated care planning, and multidisciplinary collaboration.
Liaise with: other external stakeholders like Hospitals, Healthcare providers, Landlords, Police services, Probation officers and Community agencies and partners.
- Support eviction prevention and housing stabilization interventions.
5. Documentation, Reporting & Accreditation Compliance
- Maintain accurate, objective, timely, and professional documentation including:
- Case notes, Incident reports, Wellness checks, Service plans, Referrals.
- Risk assessments and Housing support updates.
- Utilize organizational systems including:
- TREAT and Internal reporting systems.
- Ensure compliance with:
- PHIPA. MFIPPA. Accreditation Canada standards and Organizational policies and procedures.
- Participate in:
- Accreditation activities, Quality improvement initiatives, Program audits, Case conferences, Team meetings and Training sessions.
- Support program statistics, outcome tracking, service data collection, and quality assurance activities.
6. Health, Safety & Risk Management
- Monitor building safety, client wellness concerns, environmental hazards, and behavioral risks.
- Report maintenance concerns, safety risks, incidents, and operational issues promptly.
- Support implementation of:
- Infection Prevention & Control (IPAC).
- Occupational Health & Safety (OHSA).
- Emergency preparedness procedures.
- Workplace violence prevention strategies.
- Maintain professional boundaries and ethical conduct at all times.
- Follow organizational policies related to confidentiality, privacy, safety, and client rights.
KNOWLEDGE AND SKILLS
- Diploma or degree in Social Work, Social Service Work, Community Development, Mental Health & Addictions, Psychology, Human Services, or related field.
- Demonstrated knowledge of Housing First, harm reduction, trauma-informed care, anti-oppressive practice, recovery-oriented care, and concurrent disorders.
- Experience supporting individuals experiencing homelessness, mental illness, addictions, trauma, and complex psychosocial challenges.
- Strong crisis intervention, de-escalation, advocacy, communication, interpersonal, and conflict resolution skills.
- Knowledge of community resources, housing systems, healthcare systems, and social assistance programs within Toronto and surrounding regions.
- Strong documentation, organizational, and computer skills including experience using electronic client record systems.
- Ability to work independently and collaboratively within multidisciplinary environments.
- Valid CPR/First Aid certification required.
- Valid Vulnerable Sector Screening required upon hire.
QUALIFICATIONS / EXPERIENCE
- Minimum two (2) years’ experience within mental health, supportive housing, homelessness, addictions, shelter, crisis intervention, or community support settings.
- Experience working with individuals experiencing serious mental illness, addictions, trauma, homelessness, or dual diagnosis
- Experience responding to crisis situations and behavioural escalations
- Strong documentation, organizational, and communication skills
- Ability to work independently and collaboratively within multidisciplinary teams
- Demonstrated ability to maintain professional boundaries and therapeutic relationships
- Experience using TREAT, HIFIS, or comparable documentation systems considered an asset
- Individuals with lived experience of mental health, addictions, homelessness, or recovery are encouraged to apply
Preferred Assets & Certifications
- ASIST and/or SafeTALK Training
- Mental Health First Aid
- Nonviolent Crisis Intervention (NVCI) / CPI Certification
- Naloxone Administration & Overdose Response Training
- Trauma-Informed Care Training
- Motivational Interviewing Training
- WHMIS & Occupational Health & Safety Training
- Valid Ontario G-Class Driver’s License considered an asset
Core Competencies
- Trauma-Informed Care
- Harm Reduction & Recovery-Oriented Practice
- Mental Health & Concurrent Disorders Support
- Client Advocacy & System Navigation
- Crisis Intervention & Conflict Resolution
- Housing Stability & Eviction Prevention
- Risk Assessment & Safety Planning
- Anti-Oppressive & Culturally Safe Practice
- Community Engagement & Relationship Building
- Documentation & Case Management
- Collaboration & Interdisciplinary Teamwork
- Communication & De-escalation Skills
- Quality Improvement & Accreditation Compliance
- Professional Ethics & Boundaries
CONFIDENTIALITY & PRIVACY
- Maintain strict confidentiality and privacy standards in accordance with PHIPA, MFIPPA, organizational policies, and professional ethical standards.
- Ensure all client information, records, and communications are handled securely and appropriately.
WORKPLACE ENVIRONMENT
This role operates within a high-acuity supportive housing environment serving individuals with complex mental health, addictions, behavioural, and social challenges.
Employees may encounter:
- Mental health crises and emotional dysregulation
- Substance use and overdose situations
- Verbal aggression, threats, or behavioural escalation
- Exposure to second-hand smoke and substance use environments
- Unsanitary living conditions, pests, bed bugs, bodily fluids, and environmental hazards
- Clients experiencing psychosis, trauma responses, paranoia, or instability
- High-pressure situations requiring immediate response and critical decision-making
- Frequent interruptions, competing priorities, and crisis-driven workflow
The position requires resilience, professionalism, emotional intelligence, adaptability, and strong crisis management skills.
Why Join Madison Community Services?
At Madison Community Services, you will join a compassionate and mission-driven organization committed to improving lives and strengthening communities through supportive housing and mental health services. We offer:
- Meaningful and rewarding work
- Supportive and collaborative team environment
- Ongoing professional development and training
- Opportunities for growth and advancement
- Inclusive, equity-focused workplace culture
- Opportunity to contribute to recovery-oriented and trauma-informed care
COMMITMENT TO EQUITY, DIVERSITY, AND INCLUSION
Madison Community Services is an equal opportunity employer committed to building an inclusive, accessible, and equitable workplace. We strongly encourage applications from individuals who identify as Francophone, BIPOC, Indigenous, LGBTQ2S+, persons with disabilities, and newcomers. Accommodation is available throughout the recruitment and selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA)
COMMITMENT TO QUALITY AND ACCREDITATION STANDARDS
This role is integral to Madison’s ongoing commitment to quality care and meeting the Accreditation Canada Qmentum standards related to:
- Client-centered service delivery
- Cultural competence and safety
- Staff training and supervision
- Performance measurement
- Risk management and continuous quality improvement
HOURS OF WORK
- Monday to Friday (subject to operational needs) from 10.00AM to 6.00PM
- Ability to work in high-demand, crisis-responsive environments is essential
- Travel between Madison program sites and community locations may occasionally be required
- Staff may be required to support emergency responses and critical incidents outside regular duties Madison Community Services reserves the right to modify job duties and responsibilities based on operational requirements.
We encourage all applicants to review Madison’s website to learn more about us at www.madisoncs.org
Applicants are requested to submit their resume and cover letters to [email protected] expressing their interest in the position on or before September 3rd 2026.
- We thank all applicants for their interest, however only those candidates selected for an interview will be contacted.
Pay: $56,652.46 per year
Work Location: In person
