Complex Case and Outreach Counsellor

Saskatoon Open Door•Saskatoon, SK

14h

About The Position

Under the direction of the Director of Settlement and Family Support Services and Unit Team Leads, the Complex Case and Outreach Counsellor is responsible for supporting refugees facing unique or multiple medical and non-medical barriers that require specialized support and multi-stakeholder coordination. These cases go beyond routine settlement needs and involve complex family, legal, housing, medical, or trauma-related challenges that impact a client’s ability to integrate successfully. This role involves case management, advocacy, and collaboration to connect clients with support services. This position assesses cases, develops service plans, and works with internal teams, agencies, and community partners to ensure timely interventions and lasting solutions. In addition to case management, the position designs and facilitates specialized group workshops and delivers community outreach to support client independence and self-sufficiency. The position is frequently expected to provide service in the client’s first language or a common language other than English.

Requirements

Bachelor’s degree in social work, education psychology, social sciences, public health, or a related field and one year of work experience providing counselling services, OR Post-secondary education in humanities, community services or adult education and two years’ work experience providing counselling services, OR An equivalent combination of direct-related training and experience.
Experience in case management, crisis intervention, social services, or refugee resettlement, preferably handling complex and high-needs cases.
Strong knowledge of trauma-informed care, family reunification processes, and legal/social support systems.
Strong knowledge of community resources, healthcare services, and housing supports.
Ability to assess risks, develop intervention plans, and coordinate multidisciplinary support for clients.
Demonstrated ability to design and facilitate group workshops for adult learners from diverse cultural and linguistic backgrounds.
Strong problem-solving, mediation, and negotiation skills.
Ability to work collaboratively with government agencies, NGOs, legal service providers, and healthcare professionals.
Strong ability to work independently and collaboratively in high-pressure environments.
Proficiency in documentation and case reporting.
Criminal Occurrence Security Check – Must complete a Criminal Record and Vulnerable Sector Check in good standing and within three months prior to first day of employment.
Proof of English proficiency by obtaining a completed Canadian education, Minimum CLB level 8, or IELTS 6.5.

Nice To Haves

Experience working with diverse populations, including newcomers and refugees.
Training in life skills counselling, mental health first aid, conflict resolution, or crisis intervention.
Experience in curriculum development or adult education.
Proficiency in a second language.

Responsibilities

Supports the delivery of the Resettlement Assistance Program (RAP) for refugees identified as complex cases who are transitioning from RAP to Case Management.
Assesses and identifies complex cases referred internally, including those involving multi-system coordination, serious trauma, family crisis, housing barriers, or multi-provider medical needs, determining appropriate referrals, risks, and interventions.
Develops and implements individualized service plans in collaboration with clients and relevant stakeholders, addressing client-specific medical or non-medical challenges.
Provides crisis intervention and conflict resolution as needed.
Coordinates with healthcare providers, mental health services, and disability supports to ensure a holistic approach to client care.
Accompanies or arranges accompaniment and interpretation for medical appointments where required.
Provides guidance and support to clients facing challenging family circumstances, such as unaccompanied minors, separated families, domestic violence survivors, or marital breakdowns.
Assists clients in securing permanent accommodation, particularly for those needing accessible housing, those receiving multiple landlord refusals, or large families struggling to find suitable housing.
Advocates for clients within government programs, legal systems, housing services, and healthcare systems to ensure equitable access to resources.
Maintains detailed and confidential case records, ensuring compliance with organizational and regulatory standards, to track client progress, service referrals, and resolution strategies.
Evaluates service outcomes and provides recommendations for continuous improvement.
Keeps manager/supervisor informed by regular reporting as required and advising them on emergent issues.
Designs and develops specialized group workshops for clients with complex needs.
Adapts workshop content and delivery methods to the literacy levels, languages, cultural backgrounds, and trauma experiences of participants.
Coordinates workshop logistics, including scheduling, venue, interpretation, childcare, transportation, and materials.
Delivers workshops and arranges interpretation where required.
Collects participant feedback and attendance data, and revises curriculum and delivery based on outcomes and emerging client needs.
Shares workshop curricula and facilitation resources with Settlement Counsellors and Case Management Support Counsellors to strengthen standard programming.
Conducts targeted outreach and follow-up through home visits, community-based sessions, and repeated contact with clients on an active complex case caseload who are isolated, disengaged, or facing barriers that standard settlement outreach has not resolved.
Builds and maintains relationships with external partners, including healthcare providers, legal aid services, housing agencies, school divisions, family support organizations, and trauma support providers.
Promotes respect for cultural diversity by informing and educating the community about immigrant and cross-cultural issues.
Provides program information and data by maintaining client records, preparing required client files, and participating in staff meetings.
Participates in training and capacity-building efforts to improve the organization’s ability to address medical and non-medical complex cases.
Ensures service quality and collaborative work relationships by providing guidance to new staff and acting as a resource person in an identified area of expertise.
Supports Settlement Counsellors and Case Management Support Counsellors, where applicable.
Other duties as assigned.