Deputy Operations Manager

Posted: November 28, 2017

Region: Williams Lake, BC

Application deadline: December 12, 2017

Deputy Operations Manager

6 months, Full Time Term

Located in Williams Lake British Columbia 


The Canadian Red Cross Society, a non-profit, humanitarian organization dedicated to helping Canadians, as well as the most vulnerable throughout the world, is seeking an Deputy Operations Manager  for the BC Wildfires Disaster Management Program.  The incumbent of this position supervises and coordinates the work of the Williams Lake/Kamloops site as it is related to the Casework component of BC Fire Response, which involves supporting the work of Casework Supervisors, while assessing and improving CRC services and programs in collaboration with the Operations Manager. The Deputy Operations Manager will assist in the management of human resources as required, make recommendations to the Operations Manager regarding Work Force Planning and ensure delivery of service in accordance with CRCS Fundamental Principles and the Mission, Disaster Management Standard Operating Procedures.


Coordination of Case Work Service Delivery                                                                                                                        

  • Lead the Supervisor team, providing direction and coordination for the day to day management of site activities;
  • Ensures professional customer service is provided to the beneficiaries by the Casework Team in collaboration with the Casework Supervisors;
  • Arrange Casework Supervisor, Caseworker training and all other training needs with BC Fire Operations with L&D;
  • Support the implementation and monitoring of recovery service metrics
  • Analyze and evaluate service delivery, recommend improvements to the Operations Managers for Williams Lake and Kamloops sites;
  • Maintains up to date knowledge of Red Cross programs and services and acts as resource for work being completed in the province of British Columbia;
  • Provide assistance to beneficiaries with outstanding issues that cannot be fully addressed by Casework Supervisors;
  • Collaborates with Safety and Well Being Advisor(s) on highly vulnerable or difficult beneficiary files;
  • Member of the BC Fire Operation protection team for Williams Lake and Kamloops sites;
  • Provide regular status updates of team effectiveness and capacity to the Operation Manager or their designate.


 Personnel Management  

  • Brief/coordinate/supervise/debrief Casework supervisors;
  • Support Case Work Supervisors in providing Casework personnel with an orientation to the local work site including emergency procedures, security requirements, job and program responsibilities
  • Provides training, direct supervision, feedback and informal recognition to Casework Supervisors
  • Support Case Work Supervisors in organization of schedule; provide recommendations to Operations Manager as workforce needs are identified;
  • Communicates updates and changes in the program, policies or procedure with the Case Worker Supervisors
  • Monitor the Operations capacity/needs and quality according to the changing context of the mandate, in collaboration with the Operation Managers, based on the scale of operations
  • Evaluate the quality of service delivery to people affected by a disaster and the efficiency of the team on an ongoing basis

Records & Administrative Duties 

  • Ensures paper and/or computer records regarding beneficiary case management documentation are completed in an accurate and timely manner
  • Completes onboarding with all new Casework personnel in a timely manner and forwards all necessary paperwork to People Services for processing;
  • Manage Casework Supervisors schedule, coordinate and approve all leave requests
  • Integrates volunteer resources within the scope of responsibilities, as required.
  • Participates in disaster planning, preparation and response, as required.
  • Contributes to a healthy and safe working environment.
  • Performs other duties, as required.



Education and Experience

3-5 years experience in team management.  Understanding of Red Cross role in disaster response.  Well-developed listening, assessment, and problem-solving skills.  Knowledge and experience in Social Work, counselling or Victim Services, Critical Incident Stress Management fields is an asset.

This position requires a satisfactory Canadian criminal record reference check & a satisfactory vulnerable sector check


  • Customer Service Skills – provide comfort and care, patience in dealing with upset beneficiaries, active listening to understanding needs, finding a solution and good communication so beneficiary understands services available and how to obtain
  • Communication skills - verbal and non-verbal cues, active listening, clearly able explain self and confirm understanding from beneficiary
  • Attention to detail - accuracy in completing forms, giving information, completing necessary paperwork
  • Ability to work well within a team - share information, be helpful, respectful, approachable, build strong relationships
  • Dependable - Timely, takes initiative and ownership of work, completes tasks without being asked or with little supervision
  • Computer Literacy and Data Entry – able to work at a high level of accuracy, speed and confidence in the Beneficiary Management data base, Excel and other computer applications. 


Working Conditions

Duties are principally conducted at the Canadian Red Cross office or in community based locations. The majority of the work is performed in an environment which is mostly clean and comfortable. Ability to work non-traditional hours on short notice may be required occasionally.The work may require long (10-12 hour days, 5-6 days per week) working hours.

Applications will be reviewed as they are submitted. While we appreciate all responses, only candidates under consideration will be contacted.  

Please note that a relocation package  will be provided for this position.

The Canadian Red Cross Society is an equal opportunity employer.

Interested applicants please apply here