Position Summary:
The Care Manager is integral to the care of DA’s clients. They are the primary point of contact for client and client-related requests (such as registering for services, discussing service options, facilitating referrals and service connection, requesting information, providing ongoing case management support, etc.) and they oversee the client’s case from beginning to end. This includes the coordination of appropriate support, information management related to the case, resolving client concerns, and facilitating relationships between the client and appropriate service providers/partners.
If you have experience providing exceptional case management support to individuals experiencing mental health and substance use challenges, and you are passionate about the work that you do, then Dalton Associates welcomes you to apply for this Care Manager position with our organization.
Key Responsibilities:
- The Care Manager will provide direct support to both the clinical and administrative operations teams, including (though not limited to) our Customized Mental Health Programs, First Responder Mental Wellness Services and Indigenous Mental Wellness Programs. Responsibilities include, though are not limited to, the following:
- Provide exceptional case conceptualization, management, and navigation support (telephonically, virtually, text/chat, or via email) to clients who reach out to Dalton Associates for support;
- Conduct a thorough initial assessment of client need to determine their level of acuity, their challenges, and their needs;
- Provide immediate risk assessment and management, and crisis de-escalation support for individuals calling into the program(s) in a state of high distress or crisis;
- Collaborate with other Care Managers/Wellness Navigators, coordinators, and managers in the delivery of exceptional client service;
- Receive and input registrations for clients engaging in a variety of services and programs;
- Provide tailored support for clients throughout their lifecycle with the program(s), including systems navigation, care coordination, communication, and collaboration with the client’s circle of care to ensure best outcomes for client wellness;
- Proactively engage in predetermined points of contact with the client, and when required, initiate action with clients and their circle of care. Points of contact and actions required depend on services engaged, client status, progress, etc.;
- Respond to client concerns, challenges, feedback/complaints, and suggestions on an ad hoc basis and help to manage issues as they arise including escalating complex issues to the Manager as required;
- Maintain and update client and provider records in accordance with practice standards;
- Collect and summarize data on an ongoing basis to support initiatives and goals, as well as ensure regular (monthly) reporting on the various programs for our partners;
- Perform regular file audits to consistently enable excellence in record management standards; and,
- Other administrative duties as assigned.
Key Skills and Characteristics:
- Compliant in maintaining strict confidentiality with respect to clients and among colleagues.
- Compassionate about the well-being of others and good natured.
- Excellent communicator with solid written and verbal skills.
- Confident, calm and able to manage difficult and highly sensitive conversations.
- Proactive, creative, resourceful and solution-focused; able to influence change in support of client service excellence.
- Excellent attention to detail.
- Highly collaborative and work well with a variety of work/personality styles.
- Able to think critically with an eye for continuous improvement.
- Able to navigate and strive in a fast-paced, ever changing work environment.
- Highly organized and excel at keeping client files and information accurate/complete.
Qualifications:
- Bachelor’s degree in relevant field (e.g., mental health, emergency communication, crisis care, etc.); or equivalent academic and professional experience.
- Bilingual in English and French is a requirement.
- Experience as public safety (e.g., first responder) or emergency healthcare/response personnel (including in a civilian role) or a family member of someone in such a role is considered a strong asset.
- Experience as a regulated professional authorized to perform the controlled act of psychotherapy (e.g., social worker, nurse, occupational therapist, psychotherapist) is considered a strong asset.
- A high level of cultural competence, humility, and safety demonstrated.
- Strong knowledge of best practices in diversity, equity, inclusion, accessibility, intersectionality and anti-oppression.
- Detail oriented.
- Excellent organizational and time management skills.
- Excellent verbal, written and interpersonal communication skills in English is required, and in French is an asset.
- Exceptional client service skills.
- Ability to effectively and efficiently problem solve and multi-task.
- Able to work independently and as part of a team.
- Demonstrated high computer proficiency, including MS Office (Word, Excel, Outlook, and PowerPoint).
Employment Terms:
Full-time (37.5 hours/week) – Day shift; 8am to 4pm (Sunday to Thursday), Afternoon shift; 4pm to 12am (Tuesday to Saturday)-must be available for either
- This role will work remotely with the possibility of occasional in-person meetings at the Dalton Associates head office located in Fergus, Ontario.
- As the role is primarily remote, a private and quiet space with strong internet connection is required to fulfill the duties of this role.
Dalton Associates is an equal opportunity employer, committed to the full inclusion of all qualified individuals. Reasonable accommodations will be made available upon request for candidates taking part in any step of the recruitment and selection process. If you require an alternative format please let us know.
Only successful candidates will be contacted for an interview.
Job Type: Full-time
Pay: $55,000.00-$68,000.00 per year
Benefits:
- Paid time off
- Wellness program
- Work from home
Application question(s):
- Do you have experience working with First Responders as clients?
- Do you have experience with crisis intervention and trauma work?
Language:
Work Location: Remote
