Case Manager, Restoring Family Links (RFL)

Title: Case Manager, Restoring Family Links (RFL)
Employee Working Location: Partially Virtual / Hybrid (Canada)
Employment Status: Permanent Full-time

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, RFL provides support to individuals who have lost contact with their family members as a result of war, migration, natural disasters or other humanitarian crises in accordance with established RFL standards and processes, and in line with strategic priorities within Risk Reduction & Resilience Programs. The Case Manager will assess clients' needs and provide them with available RFL services through the Global RFL Network and/or with external resources through community support and network.

The Case Manager also collaborates with Program/Service Specialist and Senior Manager to enhance case management processes, contribute to best practices, and maintain alignment with Program's operational requirements and standards.

In this role, you will:

• Receive RFL requests from affected clients by conducting interviews with them, comprehensively assessing their needs, identifying and recommending appropriate RFL services or referrals.
• Lead interactions with clients (book appointments, complete outbound and follow-up calls) through a case management approach ensuring data protection and confidentiality/integrity.
• Communicate with clients, understand needs, provide emotional support, and refer them to community resources for assistance where appropriate, ensuring a client-centered approach that aims to do no harm.
• Conduct searches for missing/separated persons in Canada using existing tools and resources and identifying new potential resources.
• Ensure consistent recording of client and RFL Network interactions, maintaining data accuracy and compliance with RFL standards and processes
• Contribute to the assessment of the needs and support the development/enhancement of relevant tools (e.g. forms, letters), procedures and plans.
• Maintain existing and develop new partnerships to meet client needs, ensuring a client-centered approach.
• Adheres to established processes and procedures, including recognizing and escalating complex case file to the appropriate experts for further assessment and action, 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 Microsoft Office applications (Word, Outlook, Excel, PowerPoint), SharePoint, 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, skilled in active listening and customer service by being able to interpret information, clarify client needs and deliver advice, offer solutions, resolve escalations in new or somewhat sensitive situations and manage client expectations.
• High degree of attention to detail, and ability to simultaneously listen and type to ensure client information is accurately captured and aligns to CRC/RFL requirements.
• Proven ability to manage stressful situations (possibility of delivering difficult news to a client).
• Written and verbal communication skills in English and French required (other spoken languages are an asset).

Working Conditions

• Work often requires interactions in difficult, emotionally charged situations.
• Work may require interactions and support to clients who are experiencing traumatic situations.
• Work may require interactions with dissatisfied clients and the resolution of complex client issues.
• May require some domestic or international travel.
• 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).