Job Description

POSITION SUMMARY:

The Multicultural Council of Windsor and Essex County (MCC) is seeking an enthusiastic and dedicated Complex Cases Case Manager in the Resettlement Assistance Program (RAP) responsible for supporting Government-Assisted Refugees (GARs) facing complex medical or non-medical circumstances during their stay in temporary accommodation or the client is transferred to Case Managements services. These cases may be identified through the Notification of Arrival Transmission (NAT), RAP Service Provider Organization (SPO) observations during the Needs and Assets Assessment and Referral Services (NAARS) process. The Complex Cases Case Manager ensures a seamless continuum of services by facilitating early referrals and interventions for clients who meet the criteria, particularly before their transition from temporary to permanent accommodation. Using tools like the NAARS for GARs template, the Complex Cases Case Manager triages clients and assesses eligibility for specialized support, providing tailored assistance to address complex needs and foster successful settlement and integration outcomes.

QUALIFICATIONS AND EXPERIENCE:

Post-Secondary Diploma and/or Degree in Human Services, Education, Social Work or equivalent and a minimum three years of relevant experience Experience working with refugees, immigrants, or vulnerable populations, especially in case management or client support roles. Knowledge of trauma-informed care practices and experience addressing complex medical or non-medical needs. Familiarity with the Canadian healthcare system and healthcare access barriers for newcomers Strong assessment and problem-solving skills to identify and address client needs effectively. Excellent communication and interpersonal skills to build trust with clients and collaborate with other service providers. Organizational and time-management skills to handle multiple cases and meet deadlines. Understanding of systemic barriers faced by newcomers and strategies to support their integration. Awareness of local housing, healthcare, and community resources available to refugees. Ability to work both independently and as part of a team in a fast-paced environment. Demonstrated leadership skills Demonstrated flexibility in addressing changing community needs and program environment Ability to maintain confidentiality Demonstrated ability to act proactively to ensure smooth team operations and effective collaboration Displayed empathy, respect, and understanding of community resources, program goals, and understanding of organizational values and processes Valid Ontario Driver's License and access to reliable transportation Proficiency in Microsoft Office is a must Ability and willingness to work flexible hours, including evenings and weekends as needed. Experience with technology, including computers, databases, software applications, phone systems, etc. Experience working with interpreters Must possess a valid vulnerable sector police clearance, renewed every 3 years Ability to speak a second language is an asset

AREAS OF RESPONSIBILITY:

GENERAL

Provide intensive case management to Government Assisted Refugees with complex medical and non-medical challenges. Triages clients for case management eligibility based on identified medical or non-medical barriers. Develop individualized service plans in collaboration with clients based on NAARS assessments. Collaborates with RAP staff to ensure timely referral to case management for clients with complex needs. Accompany clients to medical, legal, and other essential appointments as needed. Develop and implement individualized support plans tailored to clients' unique circumstances, focusing on long-term settlement and integration. Ensure continuity of care for clients transitioning from temporary to permanent accommodations. Address barriers such as securing accessible housing, navigating family dynamics, or supporting clients facing domestic violence or legal issues. Work with clients with a history of serious trauma (e.g., Rohingya, Yazidi, or Women at Risk populations) to connect them to culturally appropriate, trauma-informed care. Work closely with the Housing team to support clients encountering challenges in the housing process, such as landlord refusals or uncooperative behavior. Work closely with the Health Navigator to support clients with complex health needs, ensuring access to medical services, specialist care, and follow-up appointments. Facilitate communication between clients and healthcare providers, advocating for clients when necessary. Coordinate with internal RAP staff and external stakeholders, including healthcare providers, legal services, housing providers, and community organizations. Serve as a liaison between clients and service providers to address barriers and ensure clients receive appropriate support. Educate clients about their rights, responsibilities, and available community resources. Empower clients to build self-sufficiency and confidence in navigating systems independently. Maintain accurate and detailed case files, including assessments, referrals, and case notes, in compliance with RAP and IRCC guidelines. Prepare and submit required reports to supervisors, ensuring timely updates on complex case management progress. Identify trends or systemic barriers faced by clients and recommend program enhancements to address these challenges. Stay updated on policies and services to ensure clients benefit from current resources and supports. Participate in training sessions and team meetings to share expertise and improve service delivery. Support RAP staff by providing guidance on managing complex cases effectively. Perform other duties as assigned.

APPLICATION PROCESS

Please submit your Resume and Cover letter in .doc or .pdf format by October 24, 2025 Please apply for this job only in the manner specified above. Failure to do so may result in your application not being properly considered for the position. The MCC is an equal opportunity employer and welcomes all applicants for this position; however only those selected for an interview will be contacted. As per AODA guidelines, individuals with disabilities during the recruitment, assessment, and selection process will be accommodated upon request.
Job Type: Full-time

Pay: $32.29 per hour

Expected hours: 40 per week

Benefits:

Dental care Extended health care
Work Location: In person