Job Description

What You’ll Do

Act as the primary point of support for each participant from time of referral through their successful retention of employment and case closure. Serves as a mentor, liaison, and troubleshooter by managing cases day-to-day and working in concerts with other team members to help each participant move seamlessly into employment.

Your Responsibilities Will Include:

• Manage an assigned caseload of justice-involved participants, completing 100% of required biweekly participant contacts and documenting all interactions in FedcapCARES in accordance with service standards.
• Develop, implement, and maintain Career Plans for 100% of participants, outlining employment goals, measurable action steps, and strategies to address identified barriers, with updates completed as participant circumstances change.
• Identify required support services (e.g., childcare, transportation, education, mental health, housing) and complete timely referrals in accordance with policy, leveraging Fedcap Canada’s circle of support partners to support progress toward Career Plan goals.
• Recommend and facilitate referrals to internal and external training and education opportunities for eligible participants to support job readiness and expedite employment outcomes, including collaboration with the education team as required.
• Develop high-quality, employer-ready resumes, cover letters, and job search materials to ensure 100% of employment-ready participants are equipped with current employment documents.
• Escalate participant or stakeholder complaints, risks, or concerns through appropriate channels within 2 business days, in alignment with risk management and escalation protocols.
• Collaborate with education, placement, and support teams to complete timely referrals for participants requiring specialized assessments or enhanced supports, ensuring coordinated and continuous service delivery.
• Adhere to Fedcap Canada’s customer service standards by responding to participant and stakeholder inquiries within 24 hours, ensuring consistent, respectful, and equitable service delivery across all interactions.
• Complete all administrative tasks—including receiving referrals, scheduling appointments, follow-ups, and documentation—within required timelines, ensuring 100% of participant files are audit-ready and accurately maintained in FedcapCARES.
• Provide structured employment retention support for participants for up to 12 months post-employment, including regular follow-up contacts, collection of employment verification, and documentation of retention milestones.
• Demonstrate flexibility in response to changing operational demands while maintaining participant-focused service delivery and achievement of performance targets.
• Promote Fedcap Canada positively and professionally in 100% of interactions with participants, colleagues, and external stakeholders, clearly articulating available services and program benefits.
• Uphold 100% compliance with agency policies, procedures, values, and professional standards in the performance of all duties.
• Deliver services using a non-judgmental, trauma-informed approach, consistently demonstrating unconditional positive regard and respect for justice-involved participants.
• Actively model Fedcap Canada’s values in all work activities and interactions, contributing to a respectful, inclusive, and accountable workplace culture.
• Demonstrate delivery of quality performance aligned with established KPIs, service standards, and performance targets.
• Perform other related duties as assigned, recognizing that responsibilities may evolve to meet program and operational needs.

Compliance & Risk Management

• Ensure 100% adherence to program guidelines, contractual requirements, and organizational policies across all aspects of service delivery.
• Maintain 100% accurate, complete, and timely documentation to support compliance, reporting, and audit requirements, with all required entries completed within established timelines.
• Identify, manage, and escalate 100% of participant, operational, and service-related risks in accordance with established procedures and within required escalation timeframes.
• Safeguard participant confidentiality by maintaining 100% compliance with privacy legislation, data protection requirements, and internal confidentiality protocols at all times.
• Apply program policies, eligibility criteria, and customer service standards consistently and equitably to 100% of participants, ensuring fair and transparent service delivery.
• Deliver services in alignment with established performance expectations, quality standards, and key performance indicators, meeting or exceeding program targets.
• Respond to 100% of Service Provider-related issues and complaints within 2 business days, with resolution or formal escalation completed within 5 business days, in accordance with complaint management procedures.

Administrative & Data Management

• Maintain 100% data accuracy, in FedcapCARES.

Collaboration & Stakeholder Engagement

• Represent Fedcap Canada at community events and Probation and Parole offices
• Participate in monthly alignment meetings with internal Fedcap teams to ensure consistent communication and priorities across catchments.

You’re a Great Fit for This Role If You Have:

• Bachelor’s degree in public administration, Public Health, Social Services, Marketing, Human Resources, or related field.

• Experience with community-based organizations, government entities, or employment service networks.

• Experience supporting individuals with barriers to employment.

• Knowledge of workforce development and community health is a plus.

Compensation:

$53,000 - $65,000 (CAD)

Who We Are

Fedcap Canada is a leader in providing customized support for individuals—particularly those facing barriers to employment, including people with disabilities—as they progress toward sustainable work and long-term economic stability. Our mission is to strengthen local capacity, amplify promising practices already in place, and drive measurable outcomes for communities across Canada.

Fedcap Canada provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process.

Accessibility & Accommodations
Fedcap Canada warmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the AODA Employment Standard Please inform the recruiter if you require accommodations, including accessible formats or adjustments during interviews.

Mission: We are committed to improving the economic and social well-being of the impoverished and disadvantaged.

For 85 years, The Fedcap Group has developed scalable, innovative and potentially disruptive solutions to some of society’s most pressing needs. The Fedcap Group is the parent company of a growing number of top-tier nonprofit agencies dedicated to serving over 300,000 children and adults each year across the United States and the United Kingdom. The Fedcap Group provides educational services to every age group, vocational training in high-growth labor industries, behavioral health services, work readiness skill-building and jobs—all targeted to helping people achieve long-term self-sufficiency.
The work of The Fedcap Group is structured within four major practice areas: Education, Workforce Development, Occupational Health and Economic Development, which are strategically aligned for maximum impact.

The Fedcap Group also invests its time and resources in broader systems change—working in partnership with federal, state and local government to improve the way services are designed, funded and delivered.