JOB TITLE: RAP Team Lead/Complex Case Worker – Internal/External Posting
POSITION STATUS: Full-time, permanent (35 hrs./week)
COMPENSATION: $52,431 - $60,459 per year
REPORTS TO: Manager of Newcomer Services
CLOSING DATE: Sunday, March 16, at 3:00 p.m. EDT
Are you looking for a meaningful opportunity to grow your career while making a positive impact in our community? Join the Sault Community Career Centre (SCCC) as a Resettlement Assistance Program (RAP) Team Lead/Complex Case Worker!
At SCCC, our mission is to empower job seekers and newcomers through personalized employment and settlement services that foster connection, support employers, and enrich our community. Our inclusive, supportive workplace offers valuable experience, collaboration with a dedicated team, and a healthy work-life balance with generous vacation and paid personal emergency days. Be part of an organization that champions innovation, teamwork, and career growth.
JOB SUMMARY
The Resettlement Assistance Program (RAP) Team Lead/Complex Case Worker plays a pivotal role in supporting the most vulnerable newly arrived clients in Canada by providing comprehensive resettlement services designed to facilitate their successful adaptation into their new community. This dual-role position combines frontline case management with team leadership and supervision. Through tailored resettlement services, this role helps individuals and families access essential resources and connect to critical community services, creating a welcoming and thriving environment for newcomers. As a Complex Case Worker, the role involves managing complex cases requiring specialized attention and coordination of services, including counselling, referrals, advocacy, research, translation, and interpretation. The position also identifies client needs, develops and implements action plans, and manages administrative tasks with accuracy and confidentiality.
Additionally, the RAP Team Lead’s responsibilities include overseeing RAP service delivery, ensuring adherence to program guidelines and best practices, and providing guidance, mentorship, and problem-solving support to RAP staff. The role coordinates team meetings, case discussions, and training opportunities while assisting with staff scheduling, workload distribution, and performance monitoring. Collaborating with community partners and service providers, this position advocates on behalf of clients and ensures they receive the necessary resources. Ultimately, the RAP Team Lead/Complex Case Worker empowers clients to achieve their resettlement goals while fostering a supportive and inclusive environment for both clients and staff.
KEY DUTIES AND RESPONSIBILITIES
TEAM LEADERSHIP, TRAINING AND MENTORSHIP
• Mentorship & Support: Provide ongoing coaching and problem-solving assistance to team members, helping them navigate challenges and enhance service delivery.
• Training & Knowledge Sharing: Facilitate team meetings, case discussions, and training sessions to ensure staff remain informed about RAP guidelines, settlement procedures, and best practices.
• Team Coordination & Performance Monitoring: Assist with scheduling, workload distribution, and performance tracking to maintain efficiency and high-quality client service.
• Collaboration & Communication: Promote teamwork by encouraging open communication, problem-solving, and a supportive work culture where staff feel empowered.
• Complex Case & Crisis Support: Provide direct assistance with challenging cases, manage urgent client needs, and step in as needed to ensure seamless service delivery.
• Professional Growth & Recognition: Identify training needs, recommend development opportunities, and foster a positive work environment by recognizing team achievements and contributions.
CLIENT ASSESSMENT, INFORMATION AND LIFE SKILLS
• Airport Reception & Initial Orientation: Coordinate airport reception services, accompany clients to temporary accommodation, and provide essential orientation, especially for clients with complex case issues prior to arrival.
• Needs Assessment & Referrals: Conduct comprehensive needs assessments alongside RAP Counsellors to identify immediate client needs and provide referrals to appropriate community and government services for clients with complex cases.
• Life Skills Orientation: Support and deliver tailored life skills orientation sessions designed to address the unique needs of complex case clients, covering key topics for successful resettlement.
• Financial & Housing Orientation Reinforcement: Reinforce the content of financial and housing orientation sessions, ensuring clients understand their financial responsibilities, income support, budgeting, Canadian banking systems, and rights and responsibilities as tenants.
• Support for Housing Transitions: Guide clients through the transition to permanent housing by providing hands-on support, including preparing them for move-out from temporary accommodations and ensuring they understand their tenant responsibilities.
CASE MANAGEMENT, SUPPORT AND ADVOCACY
• Strategy Development & Complex Needs Support: Develop and implement strategies to address complex client needs, including medical, mental health, trauma, legal, and other significant barriers to resettlement. Provide tailored services to clients through advocacy, crisis intervention, and ongoing support.
• Crisis Intervention & Immediate Support: Offer immediate crisis intervention and support to clients facing urgent or emergency situations, ensuring their immediate needs are addressed and met.
• Health & Medical Care Coordination: Conduct assessments, develop individualized care plans, and collaborate with healthcare providers to ensure clients receive appropriate and culturally responsive medical care, including preventive screenings, immunizations, and treatment for chronic conditions.
• Language and Interpretation Services: Coordinate interpretation services to support effective communication between clients and service providers across various sectors, including healthcare, legal, social services, and employment. Ensure clients can access and understand essential information related to their needs.
• Collaboration with Service Providers & Stakeholders: Establish and collaborate with federal, provincial, and community service providers, healthcare professionals, and other stakeholders to ensure comprehensive client care and support.
• Client Monitoring & Follow-up: Conduct regular check-ins and follow-ups to assess the ongoing needs of clients, ensuring services are meeting their expectations and addressing concerns while maintaining close coordination with RAP Workers for timely service delivery.
ADMINISTRATION AND DATA MANAGEMENT
• Accurate Client Documentation & Compliance: Maintain up-to-date client records, case notes, and service plans in physical and digital formats, ensuring compliance with data security policies.
• Data Management & Reporting: Enter and manage client information in the organization’s database, ensuring accuracy, completeness, and adherence to confidentiality standards.
• Temporary Accommodation Coordination: Manage temporary accommodation arrangements for newly arrived RAP clients, including booking hotel stays and tracking usage. Ensure smooth transitions to permanent housing and report on key metrics like duration of stay and emerging complex cases.
• Progress Tracking & Follow-Ups: Conduct regular follow-ups with clients to monitor progress, update records, and provide additional support as needed.
• Reporting & Narrative Development: Assist in preparing Narrative Reports for funders, working closely with the Manager of Newcomer Services to compile updates on program outcomes, challenges, and trends.
QUALIFICATIONS
EDUCATION
Post-secondary Degree or Diploma in a related discipline
KNOWLEDGE/EXPERIENCE
• Experience working with vulnerable clients and marginalized individuals with complex needs
• Possess knowledge and experience in Motivational Interviewing techniques to effectively engage clients
• Solid organizational and time management skills with the ability to manage multiple priorities while maintaining attention to detail.
• Excellent written and verbal communication skills, with the ability to interact professionally with internal and external stakeholders, emphasizing reflective listening and thoughtful responses.
• In-depth understanding of job search practices, tools, and trends
• Demonstrated ability to problem-solve and make sound decisions.
• Knowledge of de-escalation tools and techniques
• Awareness of and sensitivity to persons with disabilities
• Awareness of and respect for cultural diversity, with effective interpersonal and intercultural communication techniques
• Ability to design and facilitate orientation workshops to clients
• Proficient in Microsoft 365 Workspace and Adobe Reader (Outlook, Teams, Word, Excel, PDF, etc.); ability to learn other programs as needed
• Demonstrated capacity to work both independently and on a team
• Proven adaptability to dynamic situations with a calm and professional demeanour.
• Possess a strong commitment to privacy and confidentiality.
• Proven ability to work productively in a team environment, fostering a positive and respectful atmosphere
• Demonstrated commitment to supporting team members when needed, promoting a cohesive and collaborative work culture
OTHER
• Demonstrated passion for providing an exceptional client experience for jobseekers
• Satisfactory Criminal Record Check, including Vulnerable Sector Check
• Valid Ontario Class G driver’s license and clean driving record
• Applicants must be legally entitled to work in Canada
HOW TO APPLY
Qualified candidates are to submit their resume and cover letter as one PDF document by email no later than Sunday, March 16, 2025, at 3:00 p.m. EDT, with the subject line: RAP TEAM LEAD/COMPLEX CASE WORKER APPLICATION to:
We thank all candidates for their interest; however, only those selected for an interview will be contacted.
The Sault Community Career Centre is an inclusive employer committed to an application and interview process and work environment that is inclusive and barrier-free. Accommodation is available in accordance with the Ontario Human Rights Code/AODA. Applicants need to make any accommodation requests for the application or interview process known in advance by contacting the Director of Resources at (705) 759-0909 ext. 4261.
477 Queen Street East
