Associate Manager, Case Management
- BC, Canada
- British Columbia, Canada, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- Qualifications include a minimum of 3-5 years' experience and a 1-2 year post-secondary certification/diploma and/or an equivalent combination of education and experience.
- Posting language
- English
- Posted
Original job description
Title: Associate Manager, Case Management
Employee Working Location: Partially Virtual / Hybrid (BC, Canada)
Employment Status: Temporary Full-time (12 months)
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 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.
The Associate Manager, Case Management is responsible for workflow management by coordinating and overseeing the day-to-day operations of service delivery or support teams. They set and communicate day to day team priorities ensuring the team understands their scope of work and tasks are completed on time, efficiently and to quality standards. They are often the first point of contact for client escalations as they are responsible for ensuring quality of service and standards and maintaining client satisfaction. They are also responsible for monitoring worker productivity, reporting on team progress, work quality, and opportunities for improvement, and participate in the work as needed.
In this role, you will:
Employee Working Location: Partially Virtual / Hybrid (BC, Canada)
Employment Status: Temporary Full-time (12 months)
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 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.
The Associate Manager, Case Management is responsible for workflow management by coordinating and overseeing the day-to-day operations of service delivery or support teams. They set and communicate day to day team priorities ensuring the team understands their scope of work and tasks are completed on time, efficiently and to quality standards. They are often the first point of contact for client escalations as they are responsible for ensuring quality of service and standards and maintaining client satisfaction. They are also responsible for monitoring worker productivity, reporting on team progress, work quality, and opportunities for improvement, and participate in the work as needed.
In this role, you will:
- Supervise the day-to-day operations by assigning work, providing direction, monitoring workflow, conducting quality checks, allocating resources, coaching, implementing daily/weekly operation cycles and providing support to ensure the team is engaged and motivated to complete tasks effectively and on time.
- Review work of team members, ensuring it is completed in alignment with expected standards and provide feedback to make adjustments as needed.
- Facilitate effective communication and collaboration among team members and provide regular communication and updates to team.
- Build and maintain relationships with internal and external clients.
- Monitor and solve day-to-day operational problems and client escalations by consulting established procedures and processes and working with team members to ensure alignment with client expectations.
- Respond to escalated or complex client needs by clarifying those needs and tailoring services or processes within established precedent to meet them.
- Identify and suggest opportunities for improvement in day-to-day work processes.
- Supervise the implementation of program goals and deliverables, ensuring alignment with the program objectives and organizational policies and procedures.
- Support and perform tasks within team to assist during times of high volume.
- Represent the organization in briefings, meetings, and events related to program delivery.
- Prepare regular reports on program activities and trends, outcomes, budgetary expenditures, etc. and contribute to financial projections and other reports.
- Monitor procedures, processes, practices, and policies for business unit/program.
- Qualifications include a minimum of 3-5 years' experience and a 1-2 year post-secondary certification/diploma and/or an equivalent combination of education and experience.
- Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint) and SharePoint is required and ability to navigate and troubleshoot multiple systems.
- Experience leading others, supervising and coordinating the work of others and managing workloads.
- Ability to identify, investigate and analyze problems, identify root causes and risks, and apply technical, functional and organizational knowledge to develop solutions.
- Communication and influence skills to gather perspectives, understand needs, and present information to reach consensus, often in somewhat sensitive situations.
- Demonstrated experience working directly with Indigenous communities, organizations, or governments in a culturally safe, respectful, and reciprocal manner.
- The role includes fieldwork, deployment to emergency operations, and office-based work during non-deployment periods.
- 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). These stressful, rapidly changing environments with limited information to make decisions have the potential to affect the physical and psychological state of the responders on site.
- Travel and deployment may be required for periods of 1–2 weeks at a time, potentially on a monthly basis; frequency will vary depending on operational needs.
- Occasional requirement to lift up to 5kg in order to perform the requirements of the role.
- Work requires the ability to work to multiple, business critical, and conflicting deadlines.
- Work requires interactions in difficult, emotionally charged situations.
- Work requires interactions and support to clients who are experiencing traumatic situations.
- 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).
More about this job
Responsibilities
Oversee daily case management operations by assigning and coordinating work, supporting and coaching team members, monitoring quality and productivity, and resolving operational issues and client escalations. Support program delivery and improvement, maintain client and partner relationships, represent the organization, and prepare reports on activities, outcomes, and expenditures.
Requirements
Requires 3–5 years of experience and a 1–2 year post-secondary certificate or diploma, or an equivalent combination of education and experience. Candidates need experience leading and coordinating others, proficiency with Microsoft Office and SharePoint, strong analytical and communication skills, and demonstrated culturally safe and respectful work with Indigenous communities, organizations, or governments.
Skills
- Workflow Management
- Team Supervision
- Workload Coordination
- Quality Assurance
- Coaching
- Escalation Management
- Problem-Solving
- Root Cause Analysis
- Process Improvement
- Program Delivery
- Reporting
- Budget Monitoring
- Microsoft Office
- SharePoint
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Social Services
- Customer Service & Support
- Healthcare
- Administrative
Keywords
- Case Management
- Workflow Management
- Service Delivery
- Team Supervision
- Workload Coordination
- Quality Checks
- Client Escalations
- Client Satisfaction
- Coaching
- Resource Allocation
- Operational Problem-Solving
- Root Cause Analysis
- Risk Analysis
- Process Improvement
- Program Objectives
- Program Deliverables
- Financial Projections
- Budgetary Expenditures
- Microsoft Word
- Microsoft Outlook
- Microsoft Excel
- Microsoft PowerPoint
- SharePoint
- Emergency Operations
- Disaster Response
- Enhanced Police Information Check