Title: Case Manager

Employee Working Location: Remote (Canada) - In-person (Vancouver, BC) - Partially Virtual / Hybrid (BC, Canada) (Montréal, QC) (Québec)

Employment Status: Temporary Full-time (12 months)

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.

The Case Manager is responsible for providing support to individuals affected by emergencies, crises, or other challenging events by actively listening to and understanding their needs, strengths, and barriers to recovery. The Case Manager will assess identified needs and connect individuals with available services and resources, both internally through the Canadian Red Cross (CRC) and externally through community supports, in alignment with operational requirements.

In this role, you will :

• Work with affected clients by listening and documenting what they have experienced, what needs have arisen and what gaps or barriers they may be experiencing.
• Gather client's needs, strengths, risks and capacities and work with them to identify a plan that supports their overall recovery.
• Document immediate, medium and long-term needs and assesses what relevant services are available against pre-defined options.
• Provide recommendations on assistance to be provided to supervisor based on assessment of case files.
• Gather information from client, and identify and recommend services and solutions for basic needs, financial assistance, recovering planning and referrals from a pre-defined list of options.
• Conduct authentication of clients where necessary; gather documents required per available programs.
• Support clients in actively participating in their own recovery by providing information, guidance, and resources; assisting with service navigation and goal-setting; and ensuring they remain engaged in decision-making and problem-solving throughout the recovery process.
• Book appointments, complete outbound and follow-up calls.
• Develop and maintain a professional and trusting relationship with clients.
• Document thoroughly all interactions to ensure the completeness of case files at all times and in alignment with data governance policy.
• Ensure case file information is complete, accurate and continually updated within applicable system.
• Participate in and contribute to planned internal briefings/debriefings and meetings.
• Collaborate with other team members to ensure that impacted persons' needs are always at the forefront.
• Identify emerging trends related to identified needs and capacity and share with team.
• Adheres to established processes and procedures, including recognizing and escalating complex case file to the appropriate experts for further assessment and action.
• Adheres to processes and procedures of the organization including incident reporting and risk management.

What we are looking for :

• Qualifications include a minimum of 3 years' experience and a 1-2 year post-secondary certification/diploma in social work, psychology, human services, social services, community or health studies or related field and/or an equivalent combination of education and experience.
• Proficiency in standard computer applications (Microsoft Office Suite), client database software and comfortable to navigate multiple systems.
• Ability to identify and resolve issues, by applying standard procedures and functional or organizational knowledge.
• Communication skills, diplomacy and empathy to interpret information and deliver advice, clarify client or stakeholder needs, offer solutions, and resolve escalations in new or somewhat sensitive situations.
• Skilled in active listening and customer service by being able to conduct comprehensive assessments of clients' needs, strengths, and challenges and be able to identify problems, develop action plans, and implement strategies to address client issues effectively while being receptive, sensitive and aware of their situation.
• High degree of attention to detail, and ability to simultaneously listen and type to ensure client information is accurately captured and aligns to CRC requirements.

Working Conditions :

• The working conditions for this role will vary depending on the specific location.
• May require travel for prolonged periods of time to support operational need and/or emergency response.
• Work requires interactions with dissatisfied clients and the resolution of complex client issues.
• In a large-scale emergency, where staff numbers are compromised or additional resources are required provide disaster relief and/or emergency field operational support.
• All teams contributing to emergency response efforts directly or indirectly.
• All CRC roles are required to adapt work and priorities to support emergency response efforts, be present in person as required to support service delivery and deploy to emergency responses when appropriate and/or required (personnel availability and request for exceptions will be discussed with line management).
• For CRC roles that are assigned a function in the Emergency Relief operational structure (in field and virtual), personnel may be required to be part of an on-call roster and be available for scheduled on-call work.
• 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.
• As we work with and support people (colleagues, those impacted by disasters, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• 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).

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