Case Manager

Job city: 
Durham Region
Job region: 
Greater Toronto Area
Application Deadline: 
Friday, January 5, 2018 - 9:15am
Job terms: 
Full-time contract

Program Summary

“Path to Newcomers Success” project will provide the support and resources refugees, refugee claimants, and vulnerable newcomers need to succeed in gaining and maintaining paid employment in Durham Region. Through the provision of occupation-specific language training, pre-employment job readiness/ life skills training, and access to EOES employer training incentives newcomers will gain entry into the Canadian Labour Market with paid employment. Each placement will be supported by on-the-job coaching to maximize employment retention and skill development. The program will be offered in Oshawa and Pickering.

Position Summary:

Meet with each program applicant either alone or through support (e.g. sponsor, translator/ support volunteers). Determine eligibility and suitability for the program,
Determine most effective service intervention, complete file documentation, case notes, action plans and next steps.

Support client for the duration of the program and conduct follow-ups as required.

Conduct outreach to relevant community partners to promote and encourage referrals into the program.

Keep management informed of progress toward program goals, including weekly, monthly reports and updates, as requested.

Work out of both the Pickering and Oshawa DRUHC sites.



  • Ensures sufficient numbers of eligible and suitable participants for each four-week session to ensure targets are met and/or exceeded on a monthly, quarterly, and annual basis
  • Based on referrals and recommendation from DRUHC employment counsellors and community partners, conducts intake and provides initial information on program benefits and expectations
  • Works with client for resume and cover letter development
  • Conducts assessments and develops service plans based on the assessment of essential skills, including language/ literacy, and barriers to employment. Works with participants to develop mutually agreed upon employment service plan that will outline the activities required to complete the program and achieve individual short-term and long-term goals
  • Case conferences with in-house employment counsellors to support mentorship and employment pathway process. Brings any discrepancies to program manager
  • Individuals assessed as not suitable for the program, provide referral back to in-house counsellor or referral to other, more suitable programs/ services including: Settlement services, on-site Employment Ontario Employment Services and other community services
  • Enters client information and service plan into required in-house tracking systems
  • Fully understands and complies with MCI requirements and expectations as set out in the program guidelines, training materials and agreements


  • Conduct outreach to relevant community partners to promote and encourage referrals into the program
  • When requested attend community events to present information on programs / services

Mentorship and Job Retention:

  • Provides non-judgmental supportive coaching/ mentoring to participants throughout the program. Identifies and brings matters of concern to program manager, e.g. housing, mental/ health, settlement-related issues, provides referrals to other community supports as needed
  • Based on individual needs creates service plan for development of essential skills, including language/ literacy, settlement, and works to address identified employment barriers, etc
  • Offer participants financial training supports (stipends) to help support client obtain and maintain employment, e.g. work boots, transportation support, etc.
  • Provides job retention support and follow-up as required


  • Facilitates workshop in the absence of the designated facilitator and/or assists with facilitation when needed

Reporting and Follow-up:

  • Ensures progress reports, program documentation, case file notes are completed and submitted within required time frames
  • At exit, collects and reports on program data as required
  • Conducts an exit interview with each participant

Other Duties:

  • Understands all client information is ‘confidential’, the importance of maintaining client confidentiality and all agency matters during work and personal hours, and maintains and protects confidential information at all times including when employment with the agency ends
  • Performs other tasks as assigned by senior management.


Knowledge and/or training in:

  • Understanding and empathy for the barriers facing Newcomers and Refugees in matters of settlement, poverty, language, social adjustments, etc.
  • Outreach strategies and follow-through; identifying and connecting with Newcomer serving community partners in consultation with and as directed by Pickering Welcome Centre Manager.


  • A second language, preferably in Arabic, is an asset
  • Exceptional presentation and interpersonal skills
  • Strong communication skills – both written and verbal
  • Experienced and knowledgeable in intake assessment, counselling
  • Proficient in Microsoft Office – ability to develop / manipulate Excel documents
  • Strong assessment and report writing abilities
  • Strong leadership, coaching and mentorship skills
  • Ability to effectively serve as an advocate and coach when required

Ability to:

  • Multi-task, problem-solve, use creativity and adapt to change
  • Work well in a team and independently with minimum supervision
  • Easily establish an effective rapport with Newcomers and maintain professional relationships during all connections with clients

Minimum Qualifications:

  • University Degree in the Social Services or related field
  • Experience working in the social services field
  • Outstanding interpersonal, organizational, time management and team-building skills
  • Valid driver’s license with $2 Million liability coverage and regular access to a vehicle

Working Conditions:

  • Sitting at a desk for several hours of the day – moderate level of computer usage
  • Standing for the facilitation of workshops
  • Some travel within Durham Region – working out of both Oshawa and Pickering offices
  • Little exposure to hazards

Personal Characteristics Required

  • Behave Ethically: Understand ethical behaviour and business practices and ensure own behaviour and the behaviour of others are consistent with these standards and align with the values of DRUHC
  • Build Relationships: Establish and maintain positive working relationships with others both internally and externally to achieve the goals of DRUHC
  • Communicate Effectively: Speaks, listens and writes in a non-judgmental, supportive and professional manner using appropriate non-bias or assuming language. Ability to be assertive when required
  • Focus on Client Needs: Anticipate, understand, and effectively respond to the needs of marginalized youth to meet or exceed their expectations within DRUHC parameters
  • Foster Teamwork: Work cooperatively and collaboratively with DRUHC team members to set goals, resolve problems, and make decisions that enhance customer service and organizational effectiveness
  • Make Decisions: Assess situations to determine the importance, urgency and risks, and take appropriate actions which are timely and in the best interests of DRUHC and its service users. Understand when to bring matters to peers &/or management
  • Organization/Plan: Maintain and organize working area, materials, files, set priorities and monitor progress
  • Solve Problems: Assess problem situations, identify causes, gather relevant information, generate possible solutions, and make recommendations and/or resolve the problem including advising management when warranted

How to Apply:

Please send résumé and cover letter to:


The Durham Region Unemployed Help Centre encourages applications from members identified of the four designated groups: women, aboriginal peoples, persons with disabilities, and visible minorities. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), The Durham Region Unemployed Help Centre will provide accommodations to job applicants with disabilities throughout the recruitment process. If you are contacted for an interview and require any accommodations, please notify us and we will work with you to meet your needs.

Thank you to all applicants for their interest but only those selected for further consideration will be contacted.