Complex Case and Outreach Counsellor

Job Purpose

Under the direction of the Director of Settlement and Family Support Services and Unit Team Leads, the Complex Case 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 clients 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 clients first language or a common language other than English.

Education and Experience

Bachelors 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.