Title: Case Management Lead
Employee Working Location: Office/In-person (Halifax, NS)
Employment status: Temporary full time (6 months)
Salary band: $55,993 – $69,991 /year
The Canadian Red Cross (CRC) – one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada’s Best Employers 2022 – is seeking a Case Management Lead to join our team.
We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.
Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.
The incumbent will work with individuals that have been impacted by a disaster, emergency or disruptive event by listening to and understanding their needs, capacities, and barriers to recovery from the event. The Case Manager will assess described needs and identify what services and supports may be available internally through the CRC and externally through community supports in accordance with CRCS Fundamental Principles and the Mission, Recovery Services Standards and Case Management methodology and approved programs. Case management activities may be conducted virtually and/or in-person, including through outreach teams to communities.
In this role, you will
Responsibility 1: Provides Leadership to Case Management Team
- Leads the Case Management team, providing direction and coordination for case management and business processes and for the ongoing management of activities addressing issues as they arise.
- Models, leads, supports and provides guidance to the Case Management Supervisors in case management planning activities and in maintaining strong and positive relationships with external stakeholders, ensuring high quality of client services.
- In collaboration with Recovery Manager, conduct community needs assessment to identify evolving needs of the impacted population as it relates to case management and support to self-recovery programming and make recommendations to recovery leadership for escalation of operations/recovery programming as appropriate.
- Provides regular comprehensive and timely operational reports for internal and external stakeholders inclusive of contributions to situation reports, Case Management operational data, relevant indicators and trends.
- Assumes overall responsibility for the Health, Safety and Security of staff and volunteers, by ensuring relevant guidelines and procedures are in place (in collaboration with Occupational Health & Safety and People Services) and followed by all personnel.
- Leads virtual, in-person and outreach service delivery set-up and transitions to ensure timely and inclusive access to Case Management services for impacted populations.
- Provides formal and informal performance feedback, evaluations, competency snapshots and development recommendations to Case Management team members as assigned.
- Coordinates meetings, brief and debrief Supervisors, individuals and teams, as appropriate.
- Provides regular status updates to the Senior Manager, Case Management or designate.
Responsibility 2: Operationalization of Case Management & Service Delivery Structures
- Ensures Case Management services, tools and processes are established as indicated through National direction and in alignment with the Case Management methodology.
- Implements and monitors Case Management service metrics that focus on effectiveness, timeliness, quality and support operational planning and for reporting purposes.
- Carries out workforce planning activities to ensure adequate people and resources are in place as operational needs expand and decrease.
- Makes recommendations to enhance the capacity of the recovery programs ensuring implementation plans align with the overall program plan.
- Coordinates and monitors on-boarding, orientation and training of Case Management personnel.
- Engages and collaborates with the Rapid Deployment Case Management Team to ensure surge capacity as required, capacity building opportunities, sharing of best practices and lessons learned throughout the operation.
- Monitors and ensures capacity, effectiveness and quality within Case Management structure, identifying and implementing a beneficiary accountability/complaint with rapid response and improvements of service delivery and outcomes.
- Plans and coordinates outreach activities for in-person services delivery as required.
- Meets regularly with the Case Management team to disseminate and gather information, and evaluate and determine operational needs.
- Briefs/debriefs Case Management workforce as appropriate following a challenging case or difficult situation.
- Facilitates Case File Reviews with Recovery Services, engaging with various Subject Matter experts as appropriate to determine the next steps on complex case files and assistance to be provided in alignment with program guidelines.
- Resolves compliance issues or irregularities, consulting with internal Subject Matter Experts as appropriate.
- Ability to manage the most complex case files with internal stakeholders as applicable.
- Works with external partners to seek creative solutions for impacted households, particularly around housing repair & reconstruction.
- Establish and maintain safe & supportive environments for diverse populations in the affected community.
Responsibility 3: Communication and Representation
- In coordination with local/geographic staff, establish and maintain regular communications with the relevant authorities and stakeholders.
- Participates in and represents the CRC at coordination meetings, as well as liaises with relevant government authorities, and external agencies as appropriate.
- Communicates regularly with the Senior Manager, Case Management or designate on all operational matters.
- Contributes to a healthy and safe working environment & other duties, as required.
What we are looking for:
- Completion of a University Degree in Disaster Management, Emergency Management, Social Services or Community Development and/or an equivalent experience.
- Minimum 3-5 years experience in a Supervisory and/or management position.
- Experience in program management, coordination and client facing work that includes direct case management or a customer focused role.
- Experience with the Red Cross and with relief or recovery operations and capacity building is a strong asset.
- Experience managing virtual teams.
- Fluency in French and English is required.
- Must maintain a valid driver’s license and a satisfactory driver’s abstract.
- The majority of the work is performed in an environment which is mostly clean and comfortable (remote, home or office) worker arrangements will consider the tools, resources and environment required.
- Ability to work non-traditional hours is required, including working weekends and evenings occasionally. Ability to respond during non-traditional hours (i.e. late nights or weekends) and long hours of work in a demanding context.
- Regular travel, including overnight travel within the province, will be required.
- 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 clients). 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.
- 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).
- At this time, the CRC has temporarily suspended our Covid-19 vaccination policy and does not require but continues to strongly encourage full vaccination of all our personnel.
Qualified applicants are encouraged to apply as soon as possible – those who apply after the selection process has started may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.
If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.