The YMCA of Southwestern Current Brunswick is committed to strengthening our communities by responding to critical needs across the region, including population growth and change, health and well-being, youth retention, poverty, and the successful settlement and inclusion of newcomers. At the Y, we believe everyone deserves the opportunity to feel welcomed, connected, and supported. We are committed to creating an inclusive community where each person is valued for the unique perspectives, experiences, and contributions they bring.

Across 20 locations in Saint John and surrounding communities, the Y offers a diverse range of programs and services supported by approximately 475 employees and 500 volunteers. Through our Newcomer Community Connections team, we help newcomers build connections, access supports, navigate their new communities, and create a sense of belonging as they establish their lives in Southwestern New Brunswick. If you don’t have a Y story yet, now is your opportunity to get involved and discover what the power of belonging can do for you, your career, and your community.

POSITION OVERVIEW The Complex Case Coordinator provides specialized coordination and support for Government-Assisted Refugee (GAR) and other newcomer clients who present with complex health, psychosocial or settlement-related needs.

The Complex Case

Coordinator manages health-related complexities for newcomer clients experiencing multiple or intersecting health, psychosocial, settlement, housing and functional challenges. Through comprehensive assessment, collaborative planning, coordination of multidisciplinary services, advocacy, referrals, monitoring and ongoing follow-up, the Coordinator supports clients in achieving safe, stable and sustainable settlement outcomes. This includes reviewing available health information before arrival, completing the early Health Needs Assessment, confirming Horizon health consent, coordinating urgent and complex health and community referrals, facilitating access to Social Development and disability-related supports, participating in interdisciplinary case conferences, and ensuring continuity across health, settlement and community systems.

Working closely with Resettlement Counsellors, Settlement Counsellors, the Health Navigator, healthcare providers and community partners, the Complex Case Coordinator prepares the required documentation for Post-Arrival Health Assessments (PAHAs), coordinates the health-related PAHA process and guides clients through the assessment.

The Complex Case

Coordinator ensures that PAHA recommendations, medical referrals, additional testing and specialist needs are appropriately followed up and documented. The role may involve coordinating specialist care, Extramural or in-home supports, addressing pharmacy or prescription issues within an active complex case, connecting clients with community health resources, and advocating with external systems when clients are vulnerable or high risk.

The Complex Case Coordinator provides supportive guidance,



monitors ongoing needs, maintains communication with involved service providers and completes timely documentation in Salesforce and other required systems.

CORE RESPONSIBILITIES The Complex Case Coordinator will:

- Prepare for client arrivals and review available health information before arrival.
- Reviews pre-arrival documentation (NATs and related medical information) to identify complex needs and coordinate required medical, social and settlement supports prior to client arrival.
- Identify early complex needs and complete the complex Needs Assessment.
- Conduct comprehensive health and settlement-related assessments to identify urgent medical, mental health, disability, housing and psychological needs and develop coordinated intervention plans.
- Complete and share required health-assessment information with the PAHA nurse.
- Prepare PAHA documentation, coordinate, and guide as well any additional follow ups
- Identify and respond to urgent complex needs by making appropriate referrals.
- Coordinate clinic access and communicate those needs to the Health Navigator.
- Monitor complex and high-risk cases and coordinate ongoing healthcare access.
- Coordinate Extramural services, specialist care and other in-home or community health supports for complex clients.
- Troubleshoot pharmacy and prescription issues when they are part of an active complex case.
- Participates in client transition handovers, case conferences and relevant team meetings.
- Leads and participates in case transition planning, ensuring clients are appropriately transferred between complex cases and ongoing health navigation
- Maintain communication with healthcare providers and internal team members involved in complex cases.
- Complete timely and accurate Salesforce documentation, case notes, referrals and follow-up records.
- Escalate unresolved risks, service barriers or urgent concerns to the Settlement Supervisor.
- Maintain client confidentiality and obtain appropriate consent before sharing health information.
- Advocate for vulnerable and high-risk clients when navigating health and community systems
- Assist clients in accessing disability related supports, Social Development services, income supports, and community-based programs.
- Supply resources on health, well-being, and mental health to clients, assisting re/settlement teams; during peak service delivery times.
- Offer insights on healthcare needs and challenges within the newcomer community.
- Maintain client records, complete expenses, attend meetings, and fulfill other duties assigned by supervisors.

EXPECTED RESPONSIBILITIES




- Acts as a champion for immigration, cultural competency and volunteerism;
- Demonstrates responsible behaviour at all times and maintains high ethical standards;
- Builds positive interaction both internally and externally to achieve work related goals;
- Models appropriate behaviors in line with the YMCA of Southwestern New Brunswick’s mission, vision and values; establishes rapport and maintains effective relationship building behavior with staff, volunteers and members;
- Represents the YMCA of Southwestern NB Newcomer Connections department in a professional manner;
- Understands and integrates the value of philanthropy and volunteerism and imparts this knowledge and beliefs upon staff, volunteers and members;
- Self manages personal professional development;
- Attends staff meetings as requested.

COMPETENCIES REQUIRED
- Communication: Communicates in a clear, professional, and timely manner and supports information sharing and goal achievement
- Creativity and Innovation: Develops new ways or adapts existing ideas to help us achieve desired results
- Forward Thinking: Thinks beyond the current situation to anticipate changes that may affect the future of the organization
- Planning and Organizing: Establishes a clearly defined and effective course of action for self and others to accomplish short and long-term work goals
- Quality Focus: Ensures that YMCA programs and services are superior
- Relationship Building and Collaboration: Builds positive interaction both internally and externally to achieve work related goals
- Self-Management: Works independently with minimal supervision
- Sensitivity: Ability to develop an appreciation for the challenges of our clientele and display needed patience and resourcefulness.
- Sense of Community: Demonstrates an awareness and understanding of community and responds to identified needs
- Teamwork: Actively builds teams and encourages open relationships for maximum organizational effectiveness
- Accountability & Continuous Improvement: Takes responsibility for personal performance by receiving feedback with professionalism, reflecting on area’s of growth and making meaningful efforts to improve skills, knowledge & behaviors.

WORKING CONDITIONS
- The YMCA of Southwestern NB has a Joint Health and Safety Committee which meets on a monthly basis to discuss health and safety within the workplace. Questions or concerns about your workplace must be brought forward to committee members.
- In this role, you will be required to work in an environment which is often busy with high levels of noise.
- As a YMCA of Southwestern NB staff person, you are responsible for your own travel to and from work.
- You are responsible for the member/client’s safety on a daily basis. You will be required to perform first aid and CPR when and if necessary and you are certified to do so.
- You will be responsible to follow and abide by the Y Way, ensuring a clean and well-maintained center is required by all staff persons

📌 Complex Case Coordinator (Saint John)
🏢 YMCA of Southwestern New Brunswick
📍 Saint John