Title: Case Management Supervisor
Employee Working Location: Office/In-person (Halifax –  HMR, NS)
Employment status: Temporary full time (6 months)
Salary band: $51,287 – $64,109 /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 Supervisor 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: Case Management Planning

• Oversees and ensures appropriately balanced caseload assignments for Case Managers based on type and complexity of case files.
• Coordinates with other Supervisors, ensure that caseload is balanced across individual Case Managers and the overall Case Management team.
• Contributes towards planning and monitoring to support Case Management within the operation or event.
• Identifies to the Case Management Lead any gaps in existing processes, or opportunities to improve processes or increase efficiencies.
• Under the leadership of the Rapid Deployment Case Management Team, assist with the transition between relief operations to early recovery programming, related to case management activities.
• Identifies and support appropriate community linkages and potential partnerships based on gaps to strengthen and sustain referral structures.
• Establishes and maintain safe & supportive environments for diverse populations in the affected community.

 Responsibility 2: Supervision of Case Managers 

• Supports Case Managers to provide appropriate and timely assistance, based on approved programs and services, tools and processes as indicated through National direction.
• Ensures inclusive access to provision of appropriate services as assigned, based on the approved programs and in alignment with the Case Management methodology.
• Responsible for direct supervision, coaching and continuous learning opportunities for, Case Managers.
• Ensures updates to available services or programs are shared with Case Managers an support implementation of program changes.
• Uses the Case Management methodology, facilitate and coach personnel to provide wrap around supports to impacted individuals.
• Provides direct assistance and/or referrals to individuals with additional support as within the Supervisor’s designated level of authority.
• Ensures complaint mechanisms are accessible and known, and manages individual complaints.
• Monitors the application of the internal and external referral process to ensure access to appropriate CRC services or community supports.
• Supports Case Managers with complex case files
• Plans and manages team-based case management activities to provide a coordinated effort in meeting the needs of the most vulnerable in the affected community.
• Contributes toward a safe & secure working environment and spaces supporting occupational health and safety requirements, employment standards, respectful workplace standards, wellness initiatives and a workplace that is free of harassment and violence.

Responsibility 3: Reporting and Information Management Activities

• Consolidates and reports on emerging trends related to individual recovery and community capacity to inform programming.
• Completes and maintains reports as per CRC standards using applicable systems and tools.
• Provides program/service delivery evaluation, recommendations and change implementation and prepares reports as required.
• Manages a variety of communications and information to ensure operational efficiency.
• Approves financial transactions for beneficiary assistance as required within approved authority per CASA.
• Monitors case file management and follow-up with individuals.
• Follows established procedures with accurate attention to detail.
• Plans and delivers internal briefings/debriefings and meetings as requested.
• Provides continuous feedback on the performance of Case Managers.

What we are looking for:

• College degree in a related field, and 2 to 4 years of 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 Experience in emergency setting an asset.
• Experience as a supervisor to multiple people required.
• Experience working in difficult and stressful working conditions.
• Experience using database systems required; experience using EMIS an asset.
• Fluency in French and English is required.
• 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.
• If driving for society business; a valid driver’s license is required with a satisfactory drivers’ abstract.

Working conditions: 

• The majority of the work is performed in an environment which is mostly clean and comfortable.
• Potential for responding to 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.
• Ability to be on-call when scheduled, as required.
• Ability to respond in local community (3 days minimum) and outside of their community (10 days minimum).
• 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.