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Case Management Supervisor

2 months ago

Calgary, Alberta, Canada Canadian Red Cross Full time
Job Summary

We are seeking a highly skilled and experienced Case Management Supervisor to join our team at the Canadian Red Cross. As a Case Management Supervisor, you will be responsible for overseeing and ensuring the effective management of case files, coordinating with other supervisors, and contributing to planning and monitoring to support case management within the operation or event.

Key Responsibilities
  • Case Management Planning
    • Oversee and ensure appropriately balanced caseload assignments for Case Managers based on type and complexity of case files.
    • Coordinate with other Supervisors, ensure that caseload is balanced across individual Case Managers and the overall Case Management team.
    • Contribute towards planning and monitoring to support Case Management within the operation or event.
    • Identify to the Case Management Lead any gaps in existing processes, or opportunities to improve processes or increase efficiencies.
  • Supervision of Case Managers
    • Support Case Managers to provide appropriate and timely assistance, based on approved programs and services, tools and processes as indicated through National direction.
    • Ensure 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.
    • Plan and manage team-based case management activities to provide a coordinated effort in meeting the needs of the most vulnerable in the affected community.
  • Reporting and Information Management Activities
    • Consolidate and report on emerging trends related to individual recovery and community capacity to inform programming.
    • Complete and maintain reports as per CRC standards using applicable systems and tools.
    • Provides program/service delivery evaluation, recommendations and change implementation and prepares reports as required.
    • Manage a variety of communications and information to ensure operational efficiency.
Requirements
  • 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.
  • Understanding of Red Cross role in disaster response and recovery.
  • Experience working in difficult and stressful working conditions.
  • Experience using database systems required; experience using EMIS an asset.
  • Supervisors must complete any identified trainings/orientations required for this position including training in the Emergency Management Information System (EMIS).
  • 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.
  • Ability to manage change, motivate team members, have strong decision making and manage effective teams.
  • Customer service skills: provide comfort, care and patience when interacting with individuals.
  • Attention to detail: accuracy in completing online and paper forms, giving information, completing necessary paperwork. Strong organizational skills.
  • Complex Problem Solving - generates pragmatic solutions, anticipates impact of the decision on others and demonstrate ability to involve appropriate others in managing problems.
  • Conflict Resolution - practice active listening, be skilled at mediation and negotiation, develop and implement solutions and alternatives in a manner beneficial to all.
Working Conditions
  • 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).
  • 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.
  • 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).