Clinical Coordinator, Maple Ridge Intensive Case Management Team

POSITION TITLE: Clinical Coordinator (Assistant Team Lead)
PROGRAM: Maple Ridge Intensive Case Management (ICM) Team
UNION: Excluded
SALARY: $93,992 annually
POSITION TYPE: Permanent Full-Time
START DATE: as soon as possible
SCHEDULE: Monday -Friday 8:30am-4:30pm; requirement to participate in after hours

To apply, please quote competition “# 001 Clinical Coordinator” and send cover letter and resume to:
Drop off: 616 Powell St, Vancouver BC
Fax: 604-254-3703


The Housing First Intensive Case Management (ICM) Team services are provided on an outreach basis, currently servicing Maple Ridge.  Using the Housing First approach, self-determination and choice are at the center of all decisions and interactions. Crisis support is available 7 days a week, 24 hours a day.  Program staff are closely involved in hospital admissions and discharges.

The team assists individuals who have a history of homelessness, providing support and accessing housing for individuals in the community of their choice while assisting them in achieving their personal recovery goals.


 The Housing First ICM Clinical Coordinator assists in the daily operations and development of clinical operations, leading an inclusive, collaborative, learning-oriented transdisciplinary team that is collectively committed to program model, values and the best possible service for the client.  Reporting to the ICM Team Leader, the Clinical Coordinator implements, monitors, and evaluates the clinical program, in alignment with RainCity principles, policies and practices. They assist in the hiring, dismissal, discipine, development, and performance evaluation of ICM staff.

The Housing First ICM Clinical Coordinator supports program implementation informed by RainCity principles, policies and organization-wide procedures, as well as the program framework and assists with continuous improvement.  They promote the interests of the client population and the program in the community and ensure the program is appropriately integrated with other systems of care. In addition to their operational role, the ICM Clinical Coordinator also provides direct services to clients.

The Housing First ICM Clinical Coordinator is part of the RainCity excluded management team and works closely with ICM staff, Program Managers, Building/Facility Operations, designated Human Resources Business Partners and Administrative staff



  • Assists the Team Leader with day-to-day clinical operations, leading an inclusive, collaborative, learning-oriented transdisciplinary team that is collectively committed to program model, values and the best possible service for the client
  • Assists the Team Leader to ensure site are maintained with suitable equipment, materials and environment
  • Supports the development of the mental health practice (e.g. mental status exam, mental health treatment, documentation, use of medications, use of Mental Health Act, and choice-based, person-centred care), through orientation, training, educational materials, coaching and clinical supervision
  • Maintains ICM program models, policies, practices and services, ensuring consistency with all accreditation, certification, and regulatory standards
  • In collaboration with the Team Leader, team’s psychiatrist and service coordinators, assists with the admission, assessment, and comprehensive on-going treatment and support services for each client:
  • Ensures that client self-identified goals for recovery and community integration are supported by appropriate services and practices
  • Identifies, escalates and ensures the resolution of risk management issues
  • Evaluates the status of clients; recommends and coordinates treatment activities to ensure immediate attention to their changing needs
  • Supervises the Team’s electronic and written record-keeping activities, e.g. databases, on-call logs, incident reports, progress notes and client charts
  • Documents client observations and interventions; maintains complete and accurate health records
  • Develops tools and processes for the collection of statistical data for the evaluation of program effectiveness
  • Champions the Housing First and ICM models within the ICM team, RainCity Housing and the wider community via presentations, media work and active communication
  • Promotes the interest of clients and programs with systems of care, external service partners, community resources and tenant families
  • Collaborates with housing providers to ensure the maintenance of safe and comfortable living environments for clients
  • Works with external clinic services, including primary care clinics, mental health services, addiction services and hospitals, to ensure seamless and coordinated client flow throughout the continuum of care
  • Participates in the preparation of program budget; reviews financial statements and adjusts expenditures to meet budget; authorizes travel and client support expenses and purchases of necessary equipment and supplies
  • Establishes and maintains effective working relationships with all levels of RainCity’s management, employees, employee organizations and their representatives, other government officials, excluded staff, clients and the public
  • Acts as Team Leader when the Team Leader is unavailable
  • Performs other related duties as assigned

Human Resources Management

  • Assists the Team Leader with hiring and supervising ICM staff team; assists with evaluation, professional development, discipline and dismissal
  • Supervises ICM staff team attendance and escalates to Team Leader attendance issues including: absenteeism, authorizing overtime, leave requests, vacations, etc.
  • Assists the Team Leader in building the capacity of the ICM staff team by implementing Human Resources processes for orientation, coaching, development, and performance appraisals
  • Participates in the development and implementation of essential service plans as a member of the excluded management team
  • Supports the Team Leader to ensure human resource and labour relations processes are effective, efficient and timely at selecting staff, managing staff performance, managing benefits and managing the employment history of staff
  • Performs bargaining unit staff duties during a strike or lockout
  • In conjunction with HR and the Team Leader, ensures the workplace meets all health and safety guidelines and regulations by establishing organizational health and safety programs at each work site

Direct Service

  • Provides direct services to clients about 50% of the time:

-Establishes a dignifying and purposeful relationship with the client, contacting and getting to know the client as a unique individual, and clarifying the role of the Service Coordinator and client in the service planning process.

-Collaborates with client and the ICM team in the development and maintenance of a comprehensive strengths-based service plan that is reviewed and modified on a regular basis; ensures that the client’s self-identified goals are supported by the ICM team and other relevant services.

-Provides, coordinates and monitors services to clients to ensure the client is receiving individualized services in the following areas: housing (including landlord supports), school, training & work opportunities, activities of daily living, health, illness self-management, relapse prevention, money management, advocacy for benefits and access to services, medication support, problem solving, family life & social relationships, nutrition, recreational and leisure activities, transitions between hospital and the community

-Assists the client in self-managing all aspects of their life, including their mental illness, substance use and other health conditions by such methods as information and education, coaching, practical problem-solving, and linkages with peer supports, and consumer advocacy groups

-Coordinates and monitors referrals to community services and advocates for client rights re: dignity, access, self-determination, privacy, access to information; initiates and/or participates in case conferences that include the client, family, other informal supports and service providers, to ensure coordination of care and resolution of emergent issues

-Provides support for crisis intervention and prevention by identifying potential crises and implementing preventative plans, responding to crises as they arise (mental health, physical health, non-violent crisis intervention, housing), report all crises to the Team Leader, and using critical incident forms as required

-Provides support related to housing including completing paperwork related to tenancy, assisting in packing and transporting belongings and furniture and setting up household, coaching on landlord relationship, cleaning, and orientation to the local community

-Actively participates in building a skilled, cohesive, collaborative staff team, by methods such as demonstrating commitment to program values and principles, resolving conflict and negativity as they arise, assisting in orientation, training and mentoring of all staff, including casuals

-As a member of the ICM Team, engages in on-going program planning, development, evaluation and quality improvement activities, team goal setting, problem solving, conflict resolution and collaboration by methods such attending meetings and reviewing team policies, procedures, and communications systems

-Prepares and maintains written and computerized records, compiles reports and completes other program documentation, including writing and updating service plans for primary caseload, writing progress notes, completing incident reports, on-call logs, letters, and documentation

-Delivers medications to clients as per established policy and procedure


  • A Bachelor’s level degree in healthcare, health services administration or a related field
  • Minimum of 5 years of experience with programs that deliver direct service to individuals living with mental illness, substance use and physical health issues
  • Experience with supervising programs is preferred, including budgeting, program planning, policy development, and labour relations
  • Active registration with a regulatory college under the Health Professions Act (HPA)
  • Current First Aid and CPR certification
  • A clear vulnerable sector criminal reference check
  • Class 5 driver’s license
  • Advanced knowledge in:
  • Practices for populations with complex needs related to mental health issues, substance abuse, and homelessness
  • Mental health diagnoses, medications, treatments, support resources, and strengths-based recovery model
  • Related physical health issues (e.g. HIV and Hepatitis C), including diagnoses, treatment, and support resources
  • Housing continuum, including market, subsidized and supported systems, as well as program models for special needs populations
  • Oppression and marginalization, specifically as related to aboriginal people and people living with mental health and/or substance abuse issues
  • C. health care and social services system


 Strategic Thinking

  • Makes strategic planning decisions to formulate and achieve program objectives
  • Translates policy and principles into program structures and rhythms that ensure alignment of daily practices
  • Ability to continually analyze and evaluate program practice and outcomes to create continuous improvements

Problem Solving/Judgement

  • Exercises strong problem solving and conflict resolution skills
  • Works with senior leadership to develop solutions to complex issues
  • Strong decision maker with good judgement; proven ability to make, and be accountable for, tough decisions
  • Exercises sound, expert, independent judgement within policy guidelines
  • Ability to multi-task and prioritise; can work within an ambiguous, fast-moving environment


  • Excellent interpersonal and communications skills; able to translate the organisation’s strategic vision into common language
  • Influences and builds commitment to RainCity policies and strategic goals; ensures a cohesive and collaborative client service team
  • Presents proposals, recommendations, and reports clearly, logically, persuasively and comprehensively
  • Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex and confidential situations


  • Creates connections, trust and shared meaning with diverse individuals and groups
  • Inspires others by identifying, establishing and communicating clear and meaningful expectations and outcomes
  • Models core qualities such as honesty, integrity, resilience, and confidence
  • Focuses on stakeholder needs; ability to anticipate, understand, and respond to the needs of internal and external stakeholders to meet or exceed their expectations within the organizational parameters
  • Demonstrates leadership using positive reinforcement, strengths-based feedback and coaching to direct team members, stakeholders and partners
  • Strong leadership skills with the ability to facilitate collaboration, cooperation and coalitions among diverse groups, aimed at improving programs, services and goals
  • Self aware; understands personal assumptions, values, principles, strengths and limitations
  • Understands the need for ongoing personal and professional development; actively seeks opportunities for personal learning, character building and growth
  • Takes responsibility for personal actions, performance and health

Financial Acumen

  • Understands budgeting processes and able to effectively track program costs
  • Able to track and manage payroll costs