Position Profile

Job Title:  Manager - Complex Case Management

Work Unit:  Human Services South Region / Integrated Case Management

Ministry:  Alberta Community and Social Services

Competition Number:  1042594

Date:  May 2017

Position Summary


As a member of the Regional Leadership Team, the Manager of Complex Case Management provides strategic leadership and direction in both regionally and provincially delivered programs, services, initiatives, and projects. The Manager supports the Regional Manager, Directors and the Region in the development and achievement of operational business plans including; strategy development, implementation plans, quality assurance and continuous improvement activities. The Manager ensures activities are aligned with Ministry and Region’s mandate, legislation, regulations, policies, and standards, as well ensures regional consistency. The Manager will act for the Regional Manager – Complex Case Management in their absence.

The Manager is accountable for the oversight, direction, and integration of a multi-disciplinary team of supervisors and staff in the effective planning and utilization of resources (human, fiscal, and systems) to support the efficient delivery of programs and services.

The Manager is accountable for the oversight of Disability Services 24/7 directly run operations, complex case management services for Albertans (families and adults). This role also includes; specialized assessments, and overseeing transition supports.

The Manager will work closely with other South Region Managers in the integration and development of an effective management structure. The ability to support the CCISD Model is critical, defining linkages and effective transition methods across the lifespan approach.

Specific Accountabilities


Accountable for the leadership and oversight of the management of all Integrated and Specialized Case Management activities in the provision of assigned programs, services, and initiatives, ensuring appropriate supports supports/framework are in place to enable effective and seamless regional delivery mechanisms meet the holistic needs of Albertans. While the Director and Regional Manager of Complex Case Management ensures program delivery model is in alignment with ministry and regional strategies, goals and outcomes, the Manager is responsible for implementation across Integrated Case Management.


  • Accountable for delivery of service within the guidelines of provincial legislation, policy and directive for integrated case management and complex case management activities:
    • Lead and manage teams of supervisors and staff responsible for the delivery of services with in Integrated Case Management.
    • Short term case management of Albertans enrolled in and accessing programs requiring service plans in Community and Social Services programs, in particular those Albertans with intensive service needs.
    • Connections to various initiatives and services that further support the well-being of Albertans are in place.
    • Ensure transition plans are in place to ensure holistic needs that span the life cycle are identified, planned for, and met.
    • The screening and provision of licenses to ensure safe, stable, and caring homes and facilities are in place for Albertans.
    • Oversight of the CAST team in conjunction with Senior Managers and Regional Directors.
    • Oversight of specialized assessments, risk assessments and Albertans with intensive service needs.
    • Provides direction on operational, program and delivery issues.
    • Work in conjunction with the Prevention and Early Intervention Manager with procuring services which will meet the needs of Albertans.

Accountable for the day to day operation of directly run Human Services operations.


  • Care and residential accommodations for Albertans with severe developmental disabilities and accompanying complex needs are met through facilities.
  • St. James and other group care facilities that currently operate under the direction of South Region Human Services.
  • The needs of homeless Albertans in the south who are experiencing intensive complex needs will be supported through a Housing First philosophy and a provision of holistic supports in long-term housing within the community.
  • Will work in conjunction community/city representatives, the Manager, Integrated Case Management and the Manager, Regional Contracts to meet the complex housing needs of our homeless Albertans.

Accountable for front-line services delivery through teams within an assigned geographical area across the region who consult and work collaboratively with internal organization support services and resources ensuring:


  • Provincial policy and program direction is implemented resulting in integrated operational decisions within policy and legislative frameworks.
  • Policy conflicts of provincial significance are identified and recommendations are brought forward to the attention of the Director.
  4. Accountable to maintain responsibilities as a delegated manager under delegated legislation for the delivery of mandated programs and services.

Accountable for operationalizing the development and maintenance of effective regional, provincial, and stakeholder networks, linkages, and working groups to maintain the integrity of the Client Centered Integrated Support Delivery model.


  • Strong connections to Access and Delivery, Integrated Services, Support Services and the Ministry of Children Services (Specialized Services) are effectively established to ensure case management activities are seamless to Albertans.
  • Cross regional/provincial networking, problem solving and develop of best practices to ensure regional supports provide a consistent experience for Albertans across the province.
  • Linkages with other ministries and community to ensure the quality of program information, referral, intake, and supports are provided in alignment with the provincial mandates, legislations, frameworks, and models.

Accountable for assisting in the management of Regional Services resource management requirements.


  • Oversight of a broad array of issues, ensuring timely and effective resolutions are implemented.
  • Ensure administrative functions are delivered across program lines in an efficient and consistent manner in adherence to administrative and human resource policy, legislation, Collective Agreements, and Directives.
  • Oversight of human resources, ensuring resource allocations meet service requirements, program, and initiative needs on an ongoing and project basis.
  • Management of funds allocated to support ongoing operations; program, manpower, and supplies.
  • Balancing community need/demand with budgeted resources.
  • Input into the procurement process related to the development of service provider contracts, ensuring insight, support, and feedback is provided in collaboration with the Support Service Lead and Management team.

Knowledge / Experience / Competencies



In-depth knowledge of:

  • Current management and leadership theories including serving individuals with intensive complex needs, financial, human resource, and strategic planning theory and practice.
  • Relevant legislation governing the Alberta Public Service, Human Services programs and services, and other related Government programs and services.
  • Current challenges, practices, and management of the Integrated Service Delivery model and the impact on Albertans and APS employees.
  • Detailed understanding of mandated programs.
  • In-depth knowledge of community and government resources.
  • Tools to support best practices, i.e. Trauma Informed, Signs of Safety, FASD and Mental Health Support.

Good understanding of:

  • The legislative frameworks, policies, and case management practices of the programs and services related to supporting vulnerable Albertans.
  • The issues, practices, and management of 24/7 residential facilities.
  • Human Resource management issues within a unionized environment.
  • Community resources, trends, strengths, and key stakeholders.
  • Project management theory and practice.


Demonstrated ability in:

  • Leadership of complex delivery programs across multiple sites within a large geographical area.
  • Relationship building, networking, influencing, and negotiating.
  • Exercising a high degree of independent and integrated decision making.
  • Dealing with urgent, politically sensitive and significant issues, issues management.
  • Working with Indigenous, multi-cultural agencies and communities.


(All leadership roles require demonstration of the leadership capabilities of judgement, political acumen, leadership and senior management)

  • Drive for results, strategic planning, creative problem solving, and develop networks.

Primary Relationships / Contacts

Clients Frequency Nature and Purpose of Contact

Regional Management Team, Regional ED, and regional staff, Regional leads, and divisional representatives from across the ministry

Regular and ongoing

  • To oversee the Case Management, ensuring regional issues are communicated and Albertans accessing programs and services experience a seamless and consistent level of service across the province.
  • Develop extensive working relations between management and staff to implement and maintain ISD Model.

Other ministries, municipal governments, Alberta Health Services, police services, First Nations, Metis, Inuit and urban aboriginal agencies, regional contracted service providers, or other organizations providing regional services such as non-profit organizations

As needed
  • To support the integrated case management and directly run operations business requirements in manner that meets Albertan's holistic needs.
  • To support the efficiencies in referrals, coordinated intake process and provision of financial supports to meet Albertan's immediate needs.

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