Title : Case Manager (BC Operations)

Employee Working Location : Remote (BC, Canada)

Employment status : Temporary Full-Time (12 months)

Salary band : $ 58,000 - $ 62,000 / year

The Canadian Red Cross (CRC) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will :

Responsibility 1: Support Persons Impacted by Disruptive Events through Case Management

• Working with the individual in a confidential and empathetic setting (in-person or remotely), listen and note what the person has experienced as a result of the event, what needs have arisen and what gaps or barriers they may be experiencing;
• Using this information, document immediate, medium and long-term needs and assess what relevant services can support the individual;
• Provide appropriate services and solutions including: basic needs, referrals, financial assistance, recovery planning, and others;
• Facilitate inclusive access to CRC services using a person-centered approach with cultural, personal and other unique considerations.
• Ensure that the individual takes an active role in their recovery from the event, and provide support as needed;
• Identify an individual's needs, strengths, vulnerabilities and capacities and work with them to develop a recovery plan that supports their overall recovery from the event;
• Book follow-up meetings with individuals to check-in and ensure they know what their next steps are at the end of each interaction;
• Develop and maintain a professional and trusting relationship with individuals being supported;
• Provide impacted persons with appropriate referrals to existing CRC services and programs, or externally to service providers for a wide variety of services;
• Document thoroughly all interactions with the individual regardless to ensure the completeness of their case file at all times;
• Complete accurate and timely case notes and maintain all assigned case files in alignment with CRC' s data governance policy
• Ensure case files are complete within EMIS (Emergency Management Information System) . If there are supporting documents ensure they are scanned, names and stored appropriately in a designated location within the CRC network;
• Escalation of compliance concerns, file irregularities, incidents and fraud to the case management supervisor.
• Participate in and contribute to planned internal briefings/debriefings and meetings as requested.

Responsibility 2: Work as part of a collaborative team

• Contribute toward the establishment of a safe & secure working environment and spaces supporting different populations;
• Collaborate with other members of the Case Management team as well as other members of Recovery Services Programming to ensure that impacted persons' needs are always at the focus of your work;
• Identify emerging trends related to identified needs and capacity and share with the Case Management and Operations team as required;
• Participate in and contributes to team-based case management activities such as case conferencing to provide quality service to impacted persons as well as contribute to continuous learning;
• Follow established processes and procedures with accurate attention to detail including identification and escalation of complex case files, or those involving repair & reconstruction to the appropriate experts;
• Work with, and in some cases report to, the Rapid Deployment Case Management Team as required.

What we are looking for :

• College degree in a related field, and 1-3 years experience working in customer service, case management, disaster recovery, health services or a related field. An equivalent combination of education and experience will be considered.
• Knowledge or experience in customer service, disaster recovery, emergency management, community development, social work or psychology or related professions an asset;
• Experience working in difficult and stressful working conditions;
• Experience in emergency settings an asset;
• Understanding of Red Cross role in emergency response and recovery;
• Experience using database systems required; experience using EMIS an asset.
• Knowledge of Microsoft suite of tools (Word, Excel, SharePoint) as well as Adobe.
• Current First Aid certification or willingness to take training.
• Current Psychological First Aid Certification or willingness to take training.
• Language requirements: must be able to read, write and deliver services as appropriate to the operation in English or French. Additional languages considered an asset.
• Customer service skills: provide comfort, care and patience when interacting with individuals. This includes the ability to deliver information and news that individuals do not want to hear in a direct and clear manner.
• Active listening skills: Well-developed listening, assessments and complex problem-solving skills required.
• Communication skills: verbal and non-verbal cues, active listening, clearly able to explain self and confirm the understanding from the beneficiary.
• Attention to detail: accuracy in completing online and paper forms, giving information, completing necessary paperwork. Strong organizational skills.
• Team work: Ability to work well within a team: share information, be helpful, respectful, approachable, and build strong relationships.
• Conflict: Ability to calmly de-escalate conflict and resolve issues.
• Dependable: timely, takes initiative and ownership of work, completes tasks without being asked or with little supervision.
• Computer and technology skills: able to work at a high level of accuracy, speed and confidence in the applicable databases, Word, Excel and CRC's own systems.

Working conditions :

• The majority of the work is performed in an environment which is mostly clean and comfortable.
• Potential for responding in disaster areas, as well as difficult and unstable conditions (environmental, physical, social, etc.) and uncomfortable conditions (noise, odours, smoke, humidity, vulnerable beneficiaries). These stressful rapidly changing environments with limited information to make decisions have the potential to affect the physical and psychological state of the responders on site.
• If working in a response site, health and safety considerations will be outlined prior to the assignment.
• Ability to respond during non-traditional hours (i.e., late nights or weekends) and long hours of work in a demanding context.
• Occasional travel may be required.
• If driving for society business; a valid driver's license is required with a satisfactory drivers' abstract.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).

#RegularRecruitment

Salary Band:
$56,362.00 TO $70,452.00