Case Manager - Roster

About the Role

The Canadian Red Cross is a respected non-profit organization dedicated to aiding individuals and communities in Canada and worldwide during crises and assisting them in building resilience. Recognized as one of Canada's Best Employers 2026, we prioritize accessibility, diversity, inclusion, and a barrier-free working environment.

The Case Manager plays a crucial role in supporting people impacted by emergencies or difficult situations by understanding their needs, strengths, and obstacles to recovery. This includes evaluating those needs and linking individuals to resources and services both within the Canadian Red Cross and external community partners, while aligned with operational demands.

Key Responsibilities

• Engage with affected clients to listen, document their experiences, emerging needs, and any gaps or challenges they face.
• Assess clients' needs, strengths, risks, and abilities to help craft a recovery plan that facilitates their overall rehabilitation.
• Document short-, medium-, and long-term needs and evaluate suitable services from predefined options.
• Recommend appropriate assistance measures to supervisors based on case assessments.
• Collect necessary client information and authenticate documentation as needed for program eligibility and services including financial aid, recovery planning, and referrals.
• Assist clients in taking an active role in their recovery by providing guidance, resource information, and support for navigation and goal setting throughout the process.
• Schedule appointments and manage follow-up communications.
• Maintain professional and trustworthy relationships with clients.
• Ensure thorough and accurate documentation of all interactions, complying with data governance policies.
• Keep case files current and precise within applicable systems.
• Contribute to internal meetings, briefings, and debriefings.
• Work collaboratively with team members to prioritize the needs of affected individuals.
• Monitor and report emerging trends related to client needs and capacities.
• Follow established procedures including escalating complex cases and adhering to incident reporting and risk management protocols.

Requirements

• Minimum of three years' experience, supported by one to two years of post-secondary education in social work, psychology, human services, social services, community or health studies, or a related field; or a combination of relevant education and experience.
• Proficiency with Microsoft Office applications and client database software; comfortable using multiple systems concurrently.
• Capability to identify and solve problems using standard procedures and organizational knowledge.
• Strong communication, empathy, and diplomacy skills to interpret client information, provide advice, clarify needs, and handle sensitive or escalated situations effectively.
• Skilled in active listening and customer service, able to assess client strengths and challenges comprehensively, devise and implement support plans.
• Meticulous attention to detail, able to simultaneously listen and input accurate client data consistent with organizational requirements.
• Fluent English required; French language skills are an advantage.

Working Conditions

• Varies depending on the geographic location.
• Primarily a field-based position requiring deployment to emergency-affected areas.
• Involves travel and deployment, often for up to three to four weeks, with frequency dependent on operational needs.
• Assignments may include high-stress or unstable environments necessitating strong personal safety awareness.
• Occasional lifting of items up to 5 kg.
• Work involves prolonged sitting or standing with limited breaks.
• Fast-paced settings with competing deadlines and unpredictability.
• Requires adaptability to frequent changes and sound decision-making under pressure.
• Managing multiple critical deadlines simultaneously is expected.
• Must maintain concentration and accuracy when handling non-routine data and information entry.
• Exposure to emotionally intense situations and trauma-affected individuals.
• Emergency contexts may bring challenging environmental factors such as noise, smoke, odors, or adverse weather conditions affecting physical and psychological well-being.
• Applicants may need to perform duties in English even if it is not their first language.
• Eligibility to work in Canada is mandatory; candidates should verify their visa/work status prior to applying.
• Successful pre-employment screening including an Enhanced Police Information Check is required.