Senior Case Manager - Roster

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…