Navigate Complexities. Create Change. Together. This is our purpose at CUPS.
Our unique integrated approach to care empowers people to work holistically to create and achieve goals that support their well-being and builds readiness to navigate and access support in the community. As a formative presence, we work together to build better systems and a stronger community.
Clients depend on us, supporters trust us, and partners count on our collaboration. We do not take this responsibility lightly – we are accountable for our words, our actions, our relationships, and most importantly, ourselves. Through a compassionate lens, we afford every person dignity in their interactions with us. We proactively seek opportunities for continuous learning with open minds and transformative spirits. Through our culture, rooted in our values, we will achieve our purpose and ambition.
The Opportunity
We are looking for a Manager, Coordinated Care to join our Team at CUPS.
Location: Calgary, AB –CUPS Office 1001 10 Ave SW, 1-2 days remote as approved
Reports To: Director, Programming
Scope: Manager level; 9+ Direct Reports,
Schedule: Full-time, 1.0 FTE. 37.5 hours per week Mon-Fri 8am-4pm. Overtime hours may be occasionally required to meet the demand of program reporting.
Key Responsibilities:
At CUPS, we are committed to creating an inclusive, trauma-informed, and compassionate first point of entry for individuals seeking care and support.
As the Manager, Coordinated Care, you will play a pivotal role in ensuring clients receive a caring and coordinated experience from the moment they walk through our doors. This position oversees the Welcome Team, Care Coordination, and Basic Needs Fund (BNF) administration, ensuring seamless service delivery aligned with CUPS’ integrated care approach. If you are a seasoned people leader with expertise in program design, mentorship, and community collaboration, we encourage you to apply!
Why Join Us?
At CUPS, you will lead a dynamic and impactful team that serves as the first point of contact for clients accessing our services. You will oversee program development, staff mentorship, and service coordination, ensuring high-quality, trauma-informed care that fosters trust and stability. Working alongside external partners and internal leadership, you will help shape a welcoming and effective service environment that meets the needs of structurally marginalized individuals. This is your opportunity to lead meaningful change while supporting collaboration, innovation, and client-centered programming in a mission-driven organization.
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Your Impact
Leadership & Team Development
- Model and create an approachable, trauma-informed, and client-centered first point of contact for workers, clients, and guests.
- Provide direct supervision to the Team Lead, Client Navigation, Care Coordinators, and Basic Needs Fund Coordinator, ensuring alignment with CUPS standards and program goals.
- Develop and implement program objectives, action plans, and continuous improvement initiatives that enhance service delivery.
- Mentor and coach employees to strengthen skills, identify gaps, and create development plans for a high-performing team.
- Foster a collaborative and values-driven culture, reinforcing CUPS’ mission and integrated care model.
- Engage with external partners to enhance CUPS’ Welcome Program, strengthening collaboration and service accessibility.
- Oversee recruitment, training, and engagement strategies to develop and retain a compassionate and effective team.
Program Operations & Service Delivery
- Lead the continuous improvement of Welcome to CUPS Programs, ensuring services support client success and team engagement.
- Provide daily guidance and workload planning, supporting goal setting, team meetings, and performance management.
- Ensure program employees integrate evidence-based approaches like Brain Science and CUPS’ Integrated Care Tool into client interactions.
- Maintain accurate and timely client documentation in electronic records systems (CHR, HMIS, etc.).
- Develop and oversee the annual operating budget, ensuring fiscal responsibility and program sustainability.
- Ensure Health & Safety compliance within the building, creating a secure and supportive environment.
Stakeholder & Relationship Management
- Champion CUPS’ integrated care philosophy, collaborating internally and externally to improve service coordination.
- Build and maintain effective partnerships with agency providers, community organizations, and service collaborators.
- Create a safe and supportive work environment, addressing staff and client concerns proactively.
- Represent CUPS in committees, community forums, and partnerships, furthering advocacy and client services.
- Provide mentorship and share expertise with students, volunteers, and guests to enhance CUPS’ social justice impact.
What You Bring
Required Qualifications:
- 3-5+ years experience leading teams/taking on leadership roles in housing, community development, or financial support service,
- 8+ years generalist experience in supporting vulnerable communities, social service or related field
- Extensive experience working with clients affected by poverty and trauma.
- Registered Social Worker with a minimum diploma (Bachelor’s degree preferred) in Social Work or related field.
- Demonstrated leadership experience with team coaching, supervision, and staff development.
- Strong understanding of trauma-informed care, Adverse Childhood Experiences (ACEs), and the socio-environmental determinants of health.
- Familiarity with mental health, poverty, substance use, and community support services.
- Ability to work independently, exercise critical thinking, and drive program excellence.
Preferred Qualifications:
- Experience working in multidisciplinary and integrated care models.
- Brain Story Certification (or willingness to obtain).
- Current CPR &First Aid certification.
Employment Requirements:
- Criminal Record Check with Vulnerable Sector Screening
Working Conditions
- Technology use, including CHR Electronic Records System, MS Office 365 Suite.
- Periods of stress due to work volume and work pace.
- Manual dexterity required for computer use
- Individual and collaborative team based work
- Exposure to trauma and emotionally complex cases.
CUPS envisions a Calgary where everyone is respected and can live healthy, fulfilling lives. To do this, we’re building a culture of inclusion and belonging, guided by our values and a commitment to truth and reconciliation.
If you're passionate about supporting Calgarians and expanding our impact, we’d love to hear from you. We value lived experience, including from folks who reflect the clients we serve, as much as formal qualifications. For accommodations during the recruitment process, contact [email protected].
Ready to Join Us?
Submit your resume and cover letter, including your salary expectations.
We thank all applicants for their interest; only those selected for interviews will be contacted.
Job Types: Full-time, Permanent
Pay: $76,203.00-$84,429.00 per year
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Paid time off
- RRSP match
Application question(s):
- Have you included a cover letter with your application? If not, you may upload one before completing your submission. Please indicate your salary expectations for this position.
- Do you have a strong understanding of trauma-informed care, Adverse Childhood Experiences (ACEs), and the socio-environmental determinants of health?
- Are you familiar with mental health, poverty, substance use, and community support services?
- Are you a registered social worker or have a bachelors degree in social work?
- What prompted you to apply to CUPS?
- Please provide your RSW license number.
Experience:
- Leading teams/taking on leadership roles: 3 years (required)
- Supporting vulnerable communities, social service : 8 years (required)
Work Location: In person
