[Hiring] Claims Helper Manager @ChangeMakers

Role Description

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.

• 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.

Qualifications

• 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 of the governance structure of Indigenous communities.
• In-depth experience and understanding of Indigenous history, peoples and culture.
• 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.

Requirements

• 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.

Benefits

• Company benefits provided for full-time roles after the 90-day probationary period include health, dental, life, and disability.
• An Employee Assistance Program.
• A Flex Health Spending Account under MyHSA.
• A cell phone benefit.
• Health, dental, EAP and flex benefits are 100% employer paid.
• All full-time roles will begin with 3 weeks of vacation, to be accrued.

Company Description

Castlemain, a ChangeMaker company, works for and with Indigenous organizations and communities. We strive to build meaningful and productive relationships that serve the needs of our clients, and we are proud that many of our new clients choose to work with us on a repeat basis. Based on our expertise, our services are also sought after by all levels of government.

With offices on the unceded territories of the Squamish, Tsleil-Waututh and Musqueam in Vancouver, our team consists of both Indigenous and non-Indigenous professionals who bring together diverse backgrounds in communications and engagement, policy development, natural resource management, and sustainable economic development. Our people are the most important asset in our pursuit of achieving excellence in the work we undertake.