Full Time

Diversion and Intake Case Manager

Job Title: Diversion and Intake Case Manager

Reports to: Manager of Housing Services

Department: Housing Services

Job Level: Program Support


The Core Purpose of the Ottawa Mission is to reflect Jesus’ love in serving the homeless, the hungry, and the lost. Our Mission is to by provide food, shelter, clothing and skills, and offer healing, faith and hope for building a wholesome life.


Our Vision: All the hurt, hungry and lost in Ottawa find HOPE, HEALING, HOME


Reporting to the Manager of Housing Services. The Diversion and Intake Case Manager’s purpose is to conduct all intakes with “new” and “returning” clients accessing shelter. While they are meeting with these clients, they will strive to explore any and all diversion options available. The goal is to seek safe alternative housing options other than our shelter.

If the client is unable to be diverted the worker will provide case management support to that client for up for up to 30 days. During the intake process they will gather as much information as they can in order to better support that client while they are in shelter. After 30 days the client will be transferred onto another Case Manager.

The Diversion and Intake Case Manager is there to provide all of the necessary information to clients seeking shelter while also communicating the importance of looking for alternative housing options outside of the shelter.

Major Responsibilities

  • Complete a standard line of inquiry with the client that will yield the necessary information to divert the individual from shelter services to resolve immediate housing situation.
  • Record in HIFIS, all successful diversion outcomes including return to safe tenancy, as well as updating someone’s Housing History.
  • Research, identify, evaluate and prepare a list of appropriate agencies or resources (external or internal services) in regards to assisting clients with identification, drug cards, medications, financial or legal assistance, residency, interpersonal/group coaching, mentoring, outreach, advocacy, crisis intervention and support of clients
  • Build and maintain positive and effective relationships with landlords
  • Build and maintain a relationship of trust with clients
  • Prepare for implementation, assessment tools and strategies to identify any barriers clients may have
  • Advocate for clients with community agencies, government, or other groups as required
  • Identify and conduct follow ups with clients as required
  • Participate in client case conferences and/or weekly meetings as required
  • Ensure ongoing communication with the necessary Mission departments regarding client issues
  • Provide support and back-up to colleagues in Housing Services
  • Develop for program maintenance accurate, complete, up to date client files and case notes according to established procedures
  • Prepare reports on statistical information, client profiles and other reports requested by management
  • Support clients with their transition into their housing. Assisting clients to settle into their new home with the necessary needs; i.e., furniture, food items, basic living needs, etc.
  • Accompany clients to key appointments in the community such as: Medical, Ontario Works, financial assistance, legal matters, furniture bank, etc.
  • Support clients to become more independent by visiting them in their home and offering help with their individual goals.
  • Assist clients in becoming self-sufficient.
  • Provide crisis management for clients; make linkages for interventions as appropriate
  • Participate in continuing education activities, remaining knowledgeable in area(s) of expertise
  • Maintain an active caseload providing interventions as needed and within area of  expertise and limits of credentials
  • Arrange or provide transportation for clients, to and from appointments
  • Assist clients with relevant goal development and implementation of strategies to assist with goals
  • Research, identify, develop and maintain working relationships with Federal, Provincial, Municipal, Regional agencies, i.e. Ontario Works, Supportive Living agencies, other Shelters, etc. to assist clients in securing housing

Other Requirements


  • University Degree or College Diploma in Social Work or Social Service worker or other related field (s)


  • Minimum of(2) two years’ experience working in the Social Service field


  • Valid driver’s license with a clean driver’s abstract, for insurance purposes, required
  • Good working knowledge of Microsoft Office (Word, Excel, Outlook, Access, PowerPoint)
  • Excellent oral and written communication skills
  • Strong skills in critical thinking, decision making and analysis
  • The ability to work collaboratively as a member of an interdisciplinary team
  • Awareness of HIFIS, SPDAT, and CRMS
  • Knowledge of the Housing First approach and Housing Focused Shelter approach
  • Ability to handle emergency situations should they arise
  • Bilingualism (French/English) is an asset

Working Conditions

  • Work hours: Monday-Friday, 10am-6pm, with the flexibility to occasionally adjust hours
  • Must adhere to strict deadlines and be able to manage and respond to competing priorities
  • Must be comfortable working in a challenging environment that has the potential for confrontation and/or exposure to violence
  • Is expected to assist in moving clients into housing, thus should be able to move and lift furniture
  • Must be comfortable driving a company vehicle, e.g. passenger van or a cargo van
  • Primarily Office Setting