Identifying Information

Job Title: Team Lead, Housing Diversion Program

Program Area: Navigation Service

Job Level: Team Lead

Reports to: Manager, Navigation

Organization Summary

CMHA-Edmonton is a non-profit organization that envisions mentally healthy people in caring communities. We increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long-term and affordable housing; peer connections; suicide grief and family support; advocacy and wayfinding; and providing opportunities to improve your wellness.

Job Summary

Reporting to the Manager Navigation Services, the Team Lead, Housing Diversion Program is responsible for supporting the development, implementation and management of the new Housing Diversion Program with CMHA-Edmonton.

The program aims to prevent individuals experiencing mental health challenges from experiencing homelessness by delivering targeted prevention and diversion activities. Activities will focus on improving housing stability and facilitating connecting to appropriate support services. The program will assist individuals with mental health challenges in accessing both government and community-based services tailored to meet their specific needs. Time-limited referral and follow-up support will be provided, incorporating peer-assisted navigation and advocacy to ensure participants receive the necessary assistance to improve their circumstances.

This position will lead a team of Housing Diversion Coordinators who deliver client support within the program and. This position will also work closely with the Peer Services Lead and Peer Support Coordinator as connection to peer support will be a key component of service delivery. Additionally, this position will work closely with the 211 Navigation program staff who will provide the majority of incoming referrals.

Core Competencies

• Leadership and Team Management: Demonstrates effective leadership and supervisory skills, with the ability to inspire, mentor, and guide a diverse team. Capable of fostering a positive and inclusive team culture.

• Program Oversight and Quality Assurance: Skilled in program management and quality assurance to ensure compliance with service standards, policies, and regulatory requirements. Ability to evaluate program effectiveness and implement improvements.

• Client Service and Crisis Management Support: Advanced knowledge of client services, crisis intervention, and trauma-informed care principles. Ability to provide expert guidance in complex cases and emergencies.

• Data Management and Reporting: Proficient in data management, program evaluation, and outcome reporting. Strong analytical skills to track and interpret program metrics.

• Collaboration and Community Partnership Building: Skilled in building and maintaining collaborative relationships with internal teams and external partners. Demonstrates the ability to represent the program in community forums and advocate for client needs

Key Responsibilities

Leadership and Team Management

• Provides direction to Housing Access Coordinators administering standards and expectations, providing direction and monitoring performance delivery.
• Provide daily supervision, support, and coaching to a team of Housing Access Coordinators.
• Conduct regular one-on-one check-ins and team meetings to discuss cases, address challenges, and monitor team well-being.
• Lead recruitment, onboarding, and professional development activities for team members.
• Ensures that staff are given appropriate training to be successful in their positions.
• Guides and/or participates in team meetings including the discussion of new concepts, addressing deficiencies and implementing protocol changes.
• Completes required performance evaluations to ensure staff are meeting CMHA standards.
• Ensures appropriate and effective performance management processes are followed and undertaken when addressing Housing Access Coordinator issues.
• Supports the appropriate training and updates for staff to meet program expectations and maintain standards.
• Reviews and approves staff absence and vacation forms, employee timesheets, etc.

Program oversight and Quality Assurance

• Oversee day-to-day operations of the Housing Access Coordinator team, ensuring adherence to best practices and program guidelines.
• Review and approve case documentation, ensuring accuracy and completeness
• Implement quality assurance protocols to evaluate client outcomes and service effectiveness.
• Recommends policy and procedure changes and updates improve program functioning.
• Serve as a point of escalation for complex or high-risk cases, providing consultation and support to Housing Access Coordinators in managing challenging client situations.
• Assist in developing and implementing safety plans and strategies to address crises as they arise.
• Coordinate with external partners and service providers to resolve issues impacting housing stability.

• Monitor data entry and case management practices to ensure compliance with data quality standards and funding requirements.
• Provides operational insight into program statistics that are provided to Manager.
• Prepare reports on team performance, client outcomes, and service utilization for internal and external stakeholders.

Collaboration and Community Partnership Building

• Cultivate and maintain relationships with referral partners, government agencies, and community organizations to enhance service coordination.
• Participate in cross-agency initiatives to address broader housing and support needs.
• Liaises with community agencies and other stakeholders to: support enhancing specialized navigation within the Navigation Program as it relates to housing access and stability

Qualifications/Experience

CMHA-Edmonton recognizes that candidates all have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections, it is not a checklist. We encourage everyone interested to apply and indicate how you would successfully take on the role even if you have unconventional experiences or qualifications.

• Post-secondary Diploma in a related Human Services program (Degree preferred)
• Minimum of 3 years of recent community mental health or housing access client support.
• Current registration with a professional body (as appropriate) required.
• Successful attainment and maintenance of the following certificates will be preferred.
  • Information and Referral Specialist Certificate
  • Crisis Worker Certificate
• Acceptable attainment and maintenance of a Police Information Check with a Vulnerable Sector Check and an Intervention Record Check

Skills/Abilities

• Strong interpersonal, verbal and written communication skills
• Ability to set boundaries with clients, deal with difficult situations and respond in a composed manner.
• Positive, helpful attitude towards assisting clients.
• Demonstrated understanding of mental health; mental illness and recovery; information and referral services; and crisis intervention.
• Knowledge and skills of advocacy, empowerment, and mental health recovery principles.
• Knowledge of and abilities to access and utilize mental health resources and networks.
• Ability to work independently, set priorities, meet deadlines and allocate time and resources effectively.
• Organizational and problem-solving skills.
• Ability to effectively use Microsoft Office.
• Ability to deal effectively with the public and community agencies and maintain good public relations.

• Skills and abilities in making presentations, group facilitation and networking.
• Skills in program development, evaluation, and research.

Required Training for the Position

• First Aid/CPR Training ( optional- if required by the position)
• Self-harm Training
• Crisis Management Training/Non -violent crisis intervention
• Diversity and Cross-Cultural Training
• Aboriginal Awareness Training
• GBA+ Training