Job Description

Title: Senior Case Manager - Roster

Employee Working Location: Partially Virtual / Hybrid (AB, Atlantic, MB, SK)

Employment Status: Casual

The Canadian Red Cross (Red Cross) – 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 Senior Case Manager provides support to individuals affected by emergencies, crises, or other challenging events by assessing needs, identifying barriers to recovery, and connecting them with appropriate internal and external resources. In addition to case management responsibilities, the Senior Case Manager serves as an escalation point for complex cases, ensuring timely resolution of urgent and high-risk situations. They provide mentorship, training, and guidance to Case Managers, supporting their professional development and ensuring consistency in service delivery. They also collaborate with leadership to enhance case management processes, contribute to best practices, and maintain alignment with operational requirements and organizational standards.

In this role, you will:

• Provide advanced case management support by actively listening to clients, documenting their experiences, assessing their needs, and identifying gaps or barriers to recovery.
• Conduct comprehensive assessments of client strengths, vulnerabilities, and capacities, collaborating with them to develop tailored recovery plans.
• Evaluate immediate, medium, and long-term needs, identifying and recommending appropriate services from a broader range of resources beyond pre-defined options when necessary.
• Review case files and provide expert recommendations to leadership on appropriate assistance and interventions, ensuring alignment with organizational policies.
• Act as an escalation point for complex or high-risk cases, coordinating with internal experts and external partners to find appropriate solutions. Provide feedback and insights on new program design, and adaptation of programs in real time to meet needs where appropriate.
• Guide and mentor case managers, providing training and support in case management best practices, service navigation, and client engagement.
• Ensure consistent documentation of client interactions, assessments, and service plans, maintaining data accuracy and compliance with governance policies.
• Oversee case file quality, ensuring completeness, accuracy, and timely updates in the applicable system, while identifying areas for improvement.
• Lead and contribute to team briefings, debriefings, and meetings, sharing insights and best practices to enhance case management effectiveness.
• Collaborate with team members and external stakeholders to advocate for client needs, ensuring a coordinated and client-centered approach.
• Identify and analyze emerging trends related to client needs, service gaps, and capacity challenges, sharing insights with leadership to inform program improvements.
• Ensure adherence to established processes and procedures, proactively identifying opportunities for enhancement and escalating systemic challenges as needed.

What we are looking for:

• Qualifications include a minimum of 4-5 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.
• Experience handling complex or high-risk cases, including escalations and advocacy for vulnerable populations.
• Proficiency in standard computer applications (Microsoft Office Suite), client database software and comfortable to navigate multiple systems.
• Ability to identify, investigate and analyze problems, identify root causes and risks, and apply technical, functional and organizational knowledge to develop solutions.
• 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.
• Proven ability to manage escalations and provide expert guidance on complex, high-risk cases, ensuring appropriate intervention and resolution.
• 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.
• Fluency in English is required, French is an asset.
• Valid driver’s license from a Canadian province or territory required.
• As we work with and support people (managers, colleagues, impacted households, 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.
• 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)

Working Conditions:

• The working conditions for this role will vary depending on the specific location.
• This is a field-based role and requires deployment into affected disaster areas
• Requires intermittent travel and deployment, usually for periods of up to 3–4 weeks, to support emergency response and program activities; deployment frequency varies based on operational needs.
• Travel can be to high-stress or unstable environments / disaster-affected areas, requiring strong personal safety awareness.
• Occasional lifting of up to 5 kg.
• Periods of prolonged sitting or standing with limited breaks.
• Fast-paced and often unpredictable, with competing and time-sensitive priorities.
• Requires adaptability to frequent changes and the ability to make decisions under pressure.
• Involves managing multiple, business-critical deadlines simultaneously.
• Requires sustained concentration, attention to detail, and accuracy, including working with non-routine information and data entry.
• Involves exposure to emotionally charged situations and supporting individuals experiencing trauma.
• Work in disaster or emergency contexts may include challenging environmental conditions (e.g., noise, smoke, odors, weather) and rapidly changing situations with limited information, which can impact physical and psychological well-being.
• As we work with and support people (managers, colleagues, beneficiaries/customers, 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.
• 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).