Case Manager - Roster
Canadian Red Cross · Canada
- Hybrid
- Full-time
- CA$50,000 / year
- Canada
Job highlights
- Provide essential support to individuals impacted by crises.
- Assess client needs and connect them to resources.
- Document case files meticulously and maintain client relationships.
- Requires travel and deployment to disaster-affected areas.
- Hybrid role with a focus on client recovery and support.
About the role
Case Manager - Roster
The Canadian Red Cross is seeking a Case Manager to provide support to individuals affected by emergencies, crises, or other challenging events. This is a partially virtual/hybrid role requiring intermittent travel and deployment to affected disaster areas. As Canada’s Best Employers 2026, we are committed to an accessible, diverse, inclusive, and barrier-free work environment.
About the Role:
The Case Manager will actively listen to and understand clients' needs, strengths, and barriers to recovery. You will assess identified needs and connect individuals with available services and resources, both internally through the Canadian Red Cross (CRC) and externally through community supports.
Key Responsibilities:
- Work with affected clients by listening and documenting their experiences, needs, and barriers.
- Gather client information to identify needs, strengths, risks, and capacities to develop recovery plans.
- Document immediate, medium, and long-term needs and assess available services against predefined options.
- Provide recommendations to supervisors based on case file assessments.
- Identify and recommend services and solutions for basic needs, financial assistance, recovery planning, and referrals from a predefined list.
- Conduct client authentication and gather required documents per available programs.
- Support clients in their recovery by providing information, guidance, resources, service navigation, and goal setting.
- Ensure clients remain engaged in decision-making and problem-solving throughout their recovery.
- Book appointments and complete outbound and follow-up calls.
- Develop and maintain professional and trusting relationships with clients.
- Document all interactions thoroughly and ensure case files are complete, accurate, and updated within the applicable system, adhering to data governance policies.
- Participate in internal briefings, debriefings, and meetings.
- Collaborate with team members to prioritize the needs of impacted persons.
- Identify emerging trends related to needs and capacity and share them with the team.
- Adhere to established processes and procedures, including escalating complex cases and following incident reporting and risk management protocols.
What We Are Looking For:
- A minimum of 3 years' experience and a 1–2-year post-secondary certification/diploma in social work, psychology, human services, social services, community or health studies, or a related field; or an equivalent combination of education and experience.
- Proficiency in standard computer applications (Microsoft Office Suite), client database software, and comfortable navigating multiple systems.
- Ability to identify and resolve issues by applying standard procedures and functional or organizational knowledge.
- Strong communication skills, diplomacy, and empathy to interpret information, deliver advice, clarify needs, offer solutions, and resolve escalations.
- Skilled in active listening and customer service, with the ability to conduct comprehensive assessments, identify problems, develop action plans, and implement strategies effectively.
- High degree of attention to detail and the ability to simultaneously listen and type to accurately capture client information.
- Fluency in English is required; French is an asset.
Working Conditions:
- This is a field-based role requiring deployment into affected disaster areas.
- Requires intermittent travel and deployment, usually for periods of up to 3–4 weeks, to support emergency response.
- Travel can be to high-stress or unstable environments, requiring strong personal safety awareness.
- Occasional lifting of up to 5 kg.
- Periods of prolonged sitting or standing with limited breaks.
- Fast-paced, unpredictable environment with competing, time-sensitive priorities.
- Requires adaptability to frequent changes and decision-making under pressure.
- Involves managing multiple business-critical deadlines simultaneously.
- Requires sustained concentration, attention to detail, and accuracy, including data entry.
- Exposure to emotionally charged situations and supporting individuals experiencing trauma.
- Work in disaster contexts may involve challenging environmental conditions and rapidly changing situations with limited information.
- Applicants whose first language is not English may be required to perform responsibilities in English.
- Must be eligible to work in Canada.
- Successful completion of a pre-employment screening process, including a satisfactory Enhanced Police Information Check (E-PIC), is required.
Key skills/competency
- Case Management
- Emergency Response
- Client Support
- Needs Assessment
- Resource Navigation
- Crisis Intervention
- Documentation
- Active Listening
- Problem Solving
- Empathy
Skills & topics
- Case Manager
- Social Work
- Human Services
- Client Support
- Crisis Intervention
- Emergency Response
- Disaster Relief
- Non-profit
- Community Services
- Client Assessment
How to get hired
- Tailor your resume: Highlight your 3+ years of experience in social work, psychology, or human services, and any relevant certifications. Emphasize your skills in case management, active listening, and crisis intervention.
- Address qualifications directly: Ensure your application clearly demonstrates your proficiency in standard computer applications, client database software, and your ability to navigate multiple systems.
- Showcase communication and empathy: Provide examples of situations where you've used diplomacy, empathy, and active listening to resolve client issues or de-escalate sensitive situations.
- Prepare for deployment: Be ready to discuss your adaptability, decision-making skills under pressure, and willingness to travel and work in challenging environments during the interview process.
- Highlight technical skills: Mention your experience with data entry, maintaining accurate records, and adherence to procedures, as this is critical for thorough case file management.
Technical preparation
Master Microsoft Office Suite and client database software.,Practice accurate data entry and typing simultaneously.,Familiarize yourself with case management systems.,Understand data governance and information security.
Behavioral questions
Describe a time you handled a crisis with empathy.,How do you manage competing priorities under pressure?,Give an example of active listening in practice.,How do you build trust with clients experiencing trauma?
Frequently asked questions
- What is the work arrangement for the Case Manager role at the Canadian Red Cross?
- The Case Manager role at the Canadian Red Cross is a partially virtual/hybrid position. While some work can be done remotely, it also requires travel and deployment to affected disaster areas, typically for periods of up to 3-4 weeks at a time, depending on operational needs.
- What are the minimum qualifications for the Case Manager position?
- To be considered for the Case Manager role, you need a minimum of 3 years of experience and a 1-2 year post-secondary certification/diploma in a related field such as social work, psychology, or human services. An equivalent combination of education and experience may also be accepted.
- Does the Canadian Red Cross require fluency in French for the Case Manager role?
- Fluency in English is a requirement for the Case Manager position. French is considered an asset, meaning it is beneficial but not mandatory for the role.
- What kind of travel is involved in the Case Manager position?
- The Case Manager role involves intermittent travel and deployment to affected disaster areas. These deployments are typically for up to 3-4 weeks and can involve travel to high-stress or unstable environments.
- What is the employment status for this Case Manager position?
- The employment status for this Case Manager - Roster position is casual. This means you will be engaged on an as-needed basis, aligning with operational requirements and deployments.
- What pre-employment screening is required for the Case Manager role?
- If selected for the Case Manager role, you will need to successfully complete a pre-employment screening process. This includes a satisfactory Enhanced Police Information Check (E-PIC).
- Can candidates who are not citizens or permanent residents of Canada apply for the Case Manager position?
- Applicants must be eligible to work in Canada. If you are not a citizen or permanent resident, you should carefully review your visa to determine eligibility for this specific job. More information can be found in the Red Cross FAQ.
- What computer skills are necessary for the Case Manager role?
- Proficiency in standard computer applications, including Microsoft Office Suite, and experience with client database software are required. You should also be comfortable navigating multiple systems efficiently to manage case files and client information.