Claims Helper Manager - Northern Ontario

ChangeMakers•, ON

4d•CA$80,000 - CA$85,000•Remote

About The Position

This role will largely be dedicated to a large long term First Nations Child and Family Services and Jordan’s Principle Settlement. Castlemain’s role in implementing the First Nations Child and Family Services Jordan’s Principle Claims Navigator Program is to assist the Claims Administrator in providing navigational supports to Class Members in the Claims Process as outlined in the Settlement Agreement Schedule I, Framework for Supports for Claimants in Compensation Process in a culturally safe and trauma informed way. Our guiding objectives are to ensure that every Claimant has the opportunity to access, understand, and respond to the Settlement Agreement notice, as well as receive the necessary assistance for completing and submitting their claims. Furthermore, we are dedicated to ensuring that Claimants are well-informed about the wellness support and resources available to them. Reporting to the Claims Helper Program Co-Lead, the Claims Helper Manager will be responsible for the people leadership and oversight of a team of front-line working Claims Helpers. Claims Helper roles will be responsible for working directly with Claimants; either in person, by phone or by computer (virtual), to help individuals understand the Claims Process, provide direct assistance with filling out the claim forms, and in providing wellness resources. The individual should thrive in a fast-paced, positive and ever-changing environment and be relentlessly committed to outstanding client service.

Requirements

5+ years of experience in project management.
Strong knowledge and awareness of Indigenous culture, history, and the impacts of (intergenerational) trauma.
An in-depth understanding of colonial policies, discriminatory laws and the impacts of colonization on Indigenous peoples and communities.
Strong interpersonal skills and the ability to clearly communicate complex information pertaining to the Parties, classes and overall Settlement.
An understanding the governance structure of Indigenous communities.
In-depth experience and understanding of Indigenous history, peoples and culture.

Nice To Haves

An intermediate understanding of technology and various online platforms.
Comfort with effectively presenting to groups of various sizes, both internally and externally
Experience building and scaling programs
Self-identifying as Indigenous and/or having first-hand knowledge or experience living in and/or working with an Indigenous community will be considered an asset.

Responsibilities

Support the Claims Helpers as a direct source of information, check-ins and problem-solving, monitoring, growth and development and scheduling team meetings.
Help ensure Claims Helpers have access to wellness supports and any support required to meet equipment and organizational needs.
Provide oversight and leadership in supporting a team of Claims Helpers.
Help ensure the Claims Helpers provide effective support and assistance to Claimants.
Work closely with the Co-Leads to support Castlemain policies, training, and mentorship that contributes to building an inclusive working environment.
Acts as an escalation support to Claim Helpers, while also having the ability to assist Claimants in completing Claim Forms.
Ability to work both independently and collaboratively in a virtual team environment that encourages equal contribution and diverse perspectives.
Participate in multiple training sessions including e-courses, de-briefings, and self-directed learning classes to ensure that individuals are equipped with the knowledge and skills required to provide effective claims support for the FNCFSJP Settlement Claims Process.
Provide Claimants with assistance in checking the status of their Claims and appealing Adjudicator decisions.
Follow key milestones and remain up to date on information regarding the settlement.
Contributes to thought leadership content and plan development.