Job Posting 89859

Client / Case Management Functional Stream Lead
Catholic Social Services
Work From Home - Edmonton area
closes in 4 days (Fri, 2 Dec)
full time - temporary / contract

Client/Case Management Functional Stream Lead

Would you like to be part of a large multi-function social services agency in Canada? Are you a motivated professional who enjoys working with business operations? Do you want to add value and identify opportunities for improvement and foster teamwork, and provide high-quality and effective service? If so, this could be an exciting opportunity for you.


Catholic Social Services is currently recruiting for one (1), contract, full-time, forty (40) hours per week, Client/Case Management Functional Stream Lead.


This is a 2 year contract position. 

As a Catholic social services agency, we are guided by faith to care for and bring hope to people in need with humility, compassion, and respect." We are a mission-driven agency providing exceptional services throughout central Alberta for more than 50 years, with more than 1,800 staff and hundreds of volunteers delivering 130+ programs. We recognize the importance and the value of having access to reliable information.


Job Summary

The Digital Transformation Client/Case Management Functional Stream Leads will have a joint focus on technology driven innovation and user centred design and adoption. The functional stream leads will provide a link between the technical teams implementing digital solutions, the business owners, and the ultimate users of those solutions. The incumbents will be highly versed in translating needs and requirements between these two worlds. Through strong relationship building, these individuals will manage key issues, challenges, and critical project elements to ensure overall program success. These individuals will play a critical role in creating a culture that supports innovation in the Agency.


Job Duties

  • Lead and champion innovation by Identifying, prioritizing, and incubating opportunities provided by information, communication and digital technologies. Develop and implement processes and tools to support innovation.
  • Support and maintain the Agency’s digital transformation strategy by aligning activities, plans, and resources with Agency objectives.
  • Precisely and consistently capture business problems and issues.
  • Identify and implement improvements to business models, business operations and services with improved processes.
  • Analyze business requirements, provide input into system design, and define test scenarios.
  • Plans and leads strategic, large and complex business process improvement activities aligned with new technologies.
  • Utilizes lean process and design thinking to develop user-centered processes and establish standard operating procedures at the Service, program, project or team level. Contributes to the definition of organizational policies, standards, and guidelines for business process improvement.
  • Clearly articulates the impact of business problems and benefits using business language.
  • Ensures that business and technical stakeholder needs are aligned by leading productive discussions that surface conflicts of interests and that lead to clear decisions and paths forward.
  • Contribute to and support the assessment of costs and potential benefits of new approaches to the organization and all stakeholders.
  • Plan, design and implement activities to transition the Agency and people to the required future state.
  • Develop the change management approach and a change management plan in collaboration with sponsors, users and project teams.
  • Track and reports progress and performance on work stream activities.
  • Provide advice and shares knowledge on best practices within the work stream activities.
  • Own planning, creation and execution of work stream UAT test plans.
  • Validate that design solution is per the business specification.
  • Prioritize and progressively elaborate stakeholder and solution requirements and acceptance criteria.
  • Understand and communicate the financial and operational impact of any change requests.

Education and Experience

  • A Relevant Diploma/Degree in Commerce, Business, Computer Science, Human Services, Social Work or equivalent.
  • A Change Management designation is highly desirable.
  • Minimum 10 years professional experience in Human Services or implementing Case/Client Management Systems.
  • Salesforce Non-profit Cloud Case Management and Field Service implementation experience is highly desirable.
  • Business Process Management training and experience is highly desirable.
  • Design Thinking training and experience is highly desirable.

Knowledge, Skills, and Ability

  • Knowledge of project management and change management principles and practices.
  • Sound knowledge of business analysis and BABOK six core knowledge areas.
  • Knowledge of business process management theory and practices.
  • Excellent facilitation and consulting skills. Comfortable working with diverse groups of people with competing needs.
  • Strong assessment and critical thinking skills
  • Demonstrates commitment to collaboration and interpersonal skills
  • High level of professionalism, confidentiality and diplomacy
  • Strong leadership and effective resource management skills
  • Leads development of a culture that encourages innovation, risk-taking and collaboration.
  • Embeds innovation processes throughout business units and links strategy execution with innovation.
  • Aligns organizational and individual objectives, measures and rewards with innovation.
  • Ensures that all stakeholders are aware of the strategic management approach and timetables. Provides support and guidance to help stakeholders adhere to the approach.
  • Plans and leads strategic, large and complex business process improvement activities aligned with innovation and new technologies.
  • Leads the development of organizational capabilities for business process improvement and ensures adoptions and adherence to policies and standards.
  • Creates and implements action plans to ensure everything is ready for the change before going live.

Other requirements:

  • Satisfactory Security checks including Police Information Check (CPIC)
  • Transportation to attend meetings and presentations in different offices and program

The Agency offers a competitive salary, alternate work arrangements, a comprehensive benefits package, and a supportive work environment, with access to ongoing professional development and opportunity for advancement.

If you are an energetic and organized professional, with a customer-focused positive attitude, please submit your application today.


We embrace diversity and offer equal opportunities to all qualified applicants regardless of origin, culture, ethnicity, age, ability, gender identity, and people of faith or no faith.


Please apply online at to competition number 3146.


We thank all applicants. Only candidates selected for an interview will be contacted.

Please Note: is not affiliated with and in no way endorses or vets the organization that posted this job. Any links posted within the job will take you to their external site where the same disclaimer applies.

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