Manager of Settlement & Case Management Services

Position Summary:

We are seeking a collaborative and experienced leader to join our team as the Manager, Settlement & Case Management Services. This role is responsible for overseeing the day-to-day delivery of IRCC-funded Settlement and Case Management (CM) services, supporting immigrant participants in the Central Okanagan in alignment with federal contract guidelines.

Working closely with the Associate Director of Immigrant Services, this position provides leadership to a multidisciplinary team and ensures the delivery of high-quality, accessible, and culturally responsive services. The Manager plays a key role in strengthening program effectiveness, supporting staff, and building meaningful partnerships within the community.

Reporting Structure:

Reports to Associate Director of Immigrant Services

Prime Functions:

Coordination and Monitoring of Effective Settlement Services

Plans, develops and implements all aspects of the CM and Settlement Services to meet the contract deliverables

Accurately and sensitively communicates with the CM and Settlement team and the IS team as a whole to help facilitate and deliver effective settlement services

Establishes ongoing collaborative relationships through liaising with community partners and service provider organizations, to ensure participants’ access to required CM and settlement services and resources

Provides supports to CM and Settlement Workers in all aspects of participant services including: intakes, assessments, and group and one-to-one service provision

Participates actively in professional development and training opportunities for enhancing quality settlement programs

Ensures effective two-way communication between IS team and external stakeholders, to assist in identifying gaps/issues, and delivery of CM and Settlement services to best serve participants and achieve contract deliverables

Administration and Reporting 

Facilitates timely input of participant data by CM and Settlement Workers, to allow for submission of monthly and quarterly Settlement Service reports

Ensures participant files are complete, including intake forms, consent forms, KCR disclaimers, needs assessments and settlement plans as required

Reviews database and participant files for quality assurance and learning opportunities

Ensures that all participant information files are maintained in a confidential manner and disposed of in a secure fashion; assists Associate Director of Immigrant Services with file reviews

Works together with the Associate Director to ensure effective, regular evaluation processes are carried out and documented; creates feedback and evaluation reports/summary as applicable

Participates in Financial planning, budgeting and reporting including expense approval

Leadership to Immigrant Service team

Supports IS team with complex cases and offers debriefing opportunities for staff working with challenging, multi-barriered participants

Supervises CM and Settlement Workers including service monitoring and quality performance

Maintains full complement of CM and Settlement team by recruiting, orienting and monitoring on-going quality performance of the team members, in consultation with Associate Director of Immigrant Services

Arranges scheduling of staffing for information and orientation/walk-in duties, hosts IS and CM/Settlement team meetings, approves expenses and submits payroll for the CM and Settlement Team

Assists with regional and provincial feedback surveys/consultations, including identifying community needs, challenges, and resources to support future program development and growth in consultation with the Associate Director of Immigrant Services

Qualifications:

Post-secondary education in a related field and/or an equivalent combination of education and experience.

Minimum of 3-5 years of experience in immigrant services, including program delivery, supervision, and financial oversight.

Strong knowledge of community resources and services supporting newcomers and marginalized populations.

Demonstrated ability to work effectively with individuals experiencing complex social, emotional, and mental health challenges.

Excellent interpersonal, cross-cultural, written, and verbal communication skills, including the ability to adapt approaches for participants with varying levels of literacy and English proficiency.

Strong understanding of the barriers faced by newcomers in social, cultural, and economic integration.

Demonstrated ability to maintain professional boundaries and uphold ethical practice, including confidentiality and conflict of interest considerations.

Strong leadership, organizational, and critical thinking skills.

Proficiency with computer systems and data management tools.

 Benefits:

3 weeks vacation

Paid sick leave

Group benefits include extended health, dental, and paramedical

Health spending account

Pension contribution

Application Process:

KCR Community Resources is committed to fostering a diverse, inclusive, and equitable workplace. We encourage applications from individuals of all backgrounds and lived experiences. We are committed to providing accessible and inclusive recruitment processes. Accommodations are available upon request at all stages of the hiring process. If you require support, please contact People and Culture at 250-763-8008.

About KCR Community Resources:

KCR is a not-for-profit agency that fosters diversity, collaboration, and resourcefulness by tailoring services to meet the needs of individuals, families, and the broader community. We are committed to creating a community where people are supported in leading healthy, meaningful, and fulfilling lives. Our work is grounded in inclusion and relationships built on mutual trust and respect. We value diverse perspectives, recognize each other’s contributions, and strive to create a safe, welcoming, and supportive workplace where collaboration and people’s strengths are at the center of our work.