Residential Care Facilities & Homelessness System Caseworker; PERIODIC

Reporting to the Supervisor, Human Services – Homelessness System Operations or the Supervisor, Human Services – Community Social Housing, the Residential Care Facilities & Homelessness System Caseworker is responsible for managing a complex caseload of clients who require focused, specialized supports and services, including financial, residential and employment assistance. The role involves the homeless serving system and Ontario Works program, acting as a subject‑matter expert and responding to client, staff and community inquiries, and delivering specialized supports while guiding internal and external stakeholders.

• Provide immediate response, crisis intervention and safety planning for emergencies such as domestic violence, mental health crises, addictions, evictions, disasters, encampments and disruptive behaviours, ensuring safety of clients, staff and the public.
• Collaborate with relevant stakeholders to ensure timely and appropriate responses to emergencies while maintaining ongoing support for affected individuals.
• Maintain a specialized caseload of individuals and families experiencing homelessness and complex barriers; conduct comprehensive assessments and provide intensive, client‑centred, housing‑focused case management, including development and implementation of individualized case and outcome plans.
• Assess and monitor eligibility for Ontario Works and related benefits, assisting clients in accessing all applicable income supports, and review, authorize and reconcile financial transactions within approved budgets.
• Act as liaison and subject‑matter expert for complex inquiries and escalations from staff, leadership, community agencies, elected officials and the public; provide informed analysis, recommendations and coordinated responses.
• Design, develop and deliver training and community presentations; provide mentoring and professional development; contribute to policy, procedure and system improvements.
• Collaborate with the Province via the Hamilton Homeless application pilot project to provide application support for unhoused Ontario Works applicants and their families in local offices and community locations.
• Respond to hospital and detention centre discharges, attending hospitals and/or detention centres to complete Ontario Works and other applications.
• Assist the Housing Services Supervisor with complex and emergency applications, walk‑ins and severe barriers to accessing traditional supports.
• Provide front‑counter, phone and e‑mail support related to complex public inquiries, payments and crisis assistance.
• Review serious incident reports and complaints in partnership with community agencies, Licensing, Fire and Health Departments.
• Write reports, compile statistics and records, compose correspondence, develop and maintain tracking logs such as Hotel Placement, Emergency Drug Card, Out‑of‑Town Transportation, Taxi Transportation, DARTS, Bus Passes and Residential Care Facilities Subsidy Wait List.
• Review and determine eligibility for each client’s subsidy application within Residential Care Facilities, calculate and notify client and staff of resident contributions towards home fees.
• Open and close confidential client files; maintain case information via the Homeless Individuals and Families Information System (HIFIS), Social Assistance Management System (SAMS) and Residential Care Facilities Database.
• Recommend appropriate housing, employment‑related programs, activities and supports.
• Participate in the Coordinated Access System and in case conferences with Housing Services, Ontario Works, ODSP, shelter and Residential Care Facility staffs to facilitate coordinated supports and address delivery concerns.
• Promote collaboration and empowerment among colleagues and clients.
• Advocate on behalf of applicants/clients, providing accompaniment in the community to ensure equitable access to supports and resources.
• Maintain detailed knowledge of legislation, policies, procedures and current changes to ensure compliance with Ontario Works, ODSP, Emergency Shelters System, homeless operations, coordinated access system and encampment protocols.
• Assist clients with the ODSP…