Bilingual Case Manager/ Bilingue Gestionnaire de dossiers

Sport Integrity Canada/ Sport Intégrité Canada•Ottawa, ON

10d•Hybrid

About The Position

The Case Manager, Intake and Assessment, is responsible for receiving, processing and following up on reports submitted to the Canadian Safe Sport Program (CSSP). The Case Manager is responsible for following processes in accordance with the CSSP Rules with the intake of inquiries and reports while ensuring clear and timely responses to individuals connecting with the CSSP. Managing the initial intake process and preliminary inquiry process, the Case Manager must ensure that all aspects are trauma responsive, timely, reliable, and procedurally fair. The Case Manager may be required to work with external entities such as law enforcement, child welfare, and other authorities. They also coordinate with the Victim Support team on cases that fall outside of the CSSP jurisdiction. This role is well suited to professionals who are motivated by applying judgment in sensitive situations, working within structured frameworks, and contributing to fair, consistent decision-making in complex cases.

Requirements

University degree in law, criminology or a relevant field or equivalent combination of education and experience.
Over one year of on-the-job experience and/or performing similar duties required.
Demonstrated success in managing an intake and preliminary inquiry process.
Successful track record of performing effectively in a team setting and driven by team success.
Able to work in a collaborative, supportive fashion in a way that promotes the organization’s best interests in keeping with the Sport Integrity Canada corporate culture.
Knowledge of the greater Canadian sport community.
Strong understanding of current ethical issues impacting sport.
Professional conduct, sound judgement, and leadership skills.
Strong interpersonal skills including tact, diplomacy, and flexibility to work effectively with colleagues, peers, and external parties.
Highly conscious and aware of confidentiality and integrity, with the ability to manage and interpret sensitive and confidential data.
Strong organizational skills, accuracy, and attention to detail are essential.
Demonstrated time management, problem solving, and conflict resolution skills.
Proficient in MS Word, Excel, PowerPoint, Outlook.
Excellent English verbal and written communication skills.
Excellent French verbal and written communications skills.
Professional-level fluency in both English and French.
Ability to conduct conversations on sensitive or complex topics in both languages.
Ability to write clear, accurate, and professional documentation in English and French.
Ability to understand and respond to nuanced information in real time.

Nice To Haves

Intake or case management in structured environments
Regulatory, legal, compliance, safeguarding, or investigative settings
Roles requiring assessment, documentation, and decision-making within defined frameworks
Handling sensitive, confidential, or high-risk information

Responsibilities

Manage intake, follow-up, and provide initial review of assigned complaints, reports, and requests. Includes collecting information to assess jurisdiction and authority, as needed.
Gather information on assigned complaints, reports, and, and follow up with the reporting person as needed.
Flag anonymous reports and provide initial assessment with recommendations to the Senior Manager, Intake and Assessment.
Flag reports that potentially involve a child in need of protection and/or of a potentially illegal nature to the Senior Manager, Intake and Assessment, and/or Director, Intake and Assessment.
For inactionable reports, prepare closure of reports, by ensuring proper documentation of notes, and various notices for assigned complaints, reports and assessments, as directed.
Prepare, as directed, relevant notices and communications to senior leadership and independent investigators/assessors involved in assigned complaints, reports, and assessments.
Maintain and update the case management system for assigned complaints, reports, and requests while recommending improvements to enhance its effectiveness.
In collaboration with the Senior Manager, Intake and Assessment, and Director, Intake and Assessment, contribute to the development and ongoing improvement of case management standard operating procedures, document templates, and best practices.
Work with the Manager, Victim Support, and/or the Manager, Support Services, on cases requiring support services and ensure timely follow-up with the reporting person.
Ensure appropriate communication on cases outside of the CSSP jurisdiction in which support services may assist.
Contribute to ongoing development of the CSSP and other related policies and recommend amendments to senior leadership based on feedback.
Provide feedback on advancements with internal metrics and intake and case management systems.
Ensure the Senior Manager, Intake and Assessment, is updated on case load, trends, and issues.
Support research efforts as required by senior leadership.
Be aware and knowledgeable of the position’s responsibilities within the Quality Management System.
Comply with relevant quality system processes and recommend process changes/revisions as appropriate.
Identify potential risks and help identify and manage risk mitigation strategies.
Log stakeholder feedback/comments in the Quality Database for tracking and appropriate follow-up.
Other duties as assigned by the Senior Manager, Intake and Assessment, and/or the Director, Intake and Assessment.