Case Study: A Career Profile At CCAC


After completing degrees in psychology and social work, Megan Rafuse obtained a Master’s degree in social work at the University of Toronto in 2010. It was while she was working with a community organization that connected clients and caregivers with healthcare resources, that she recognized the potential of the CCAC.

“I had the good fortune to work closely with some of the CCAC managers as well as the teams that work with seniors,” she explains. “This gave me a kind of bird’s-eye view into the workplace culture and the happenings at CCAC. It seemed very engaging!”

The opportunity to become a CCAC Community Care Coordinator presented an excellent career fit.

“I really saw the value of helping people learn about, and connect them to, resources that match their goals,” she says. “It was really inspiring to be able to work one-on-one with these people and have the privilege of being invited into their home during what was usually a difficult time.”

She joined the CCAC team in 2011, certain she had made the right career choice.

At work as a Community Care Coordinator

As a registered Social Worker and Community Care Coordinator in the Seniors Enhanced Care Program, Megan coordinates care for high-risk and high-needs clients in the community.

“My main goal is to help promote client independence and dignity while supporting each person’s personal goals,” she explains.

These goals can be quite diverse, ranging from crisis intervention to helping people transition into a long-term care facility, or helping them find ways to support them to stay in their own home.

“We’re all really passionate about what we do and there are always people to support you at the CCAC.”
Megan Rafuse
Registered Social Worker and Community Care Coordinator, Toronto Central CCAC

“I work closely with seniors and their families to identify questions, concerns or challenges. I conduct a detailed assessment to determine what their needs are and help problem-solve to make sure that they are supported moving forward,” Megan says.

In addition to conducting home visits, Megan also connects and collaborates with family doctors, community agencies and other healthcare service providers to determine how to best meet her clients’ needs.

“I have to be really knowledgeable of the resources out there and be able to explain them simply. I help people navigate an otherwise complicated healthcare system,” she says. “As a Community Care Coordinator, you manage and work with all kinds of other people and groups to support your patients’ needs.”

It’s a role with constant change and she’s quick to share that there’s no such thing as a typical day.

Teamwork and a mobile workforce

The variety of Megan’s work involves a significant amount of independence and responsibility.

“We’re a mobile workforce. We work out in the local community, in the office, from home or wherever our seniors need us. This is how we can best serve our patients,” she explains.

Communication and collaboration help the CCAC team work independently and effectively.

“We have team meetings to stay connected to our colleagues and address issues that may come up while we’re out visiting people,” Megan explains. “We also have a weekly team teleconference to connect, check in and see if there are any updates.”

These opportunities to connect are backed by formal learning opportunities as well. The CCAC connects their teams with symposiums for learning and professional development opportunities on a regular basis – support that is crucial to managing the challenges of Megan’s work.

“Our work is client-centered, so we spend a high percentage of time face-to-face with the people we are here to help,” says Megan. “It’s important to stay up to date in this role.”

Meeting the challenges

The biggest challenge of Megan’s role is acting as an intermediary between the diverse resources available to a client and their specific needs and preferences.

The CCAC makes sure to connect Care Coordinators like Megan with other team members to incorporate their feedback when developing any needed additional resources. “We have an internal team of professionals who are there for consultation and support when we need further resources,” explains Megan. “When we’re identifying challenges and exploring available resources, we can connect with that internal support to better serve our clients.”

She has also built a significant professional network: the range of different healthcare providers Megan works with includes Personal Support Workers, pharmacists, social workers, family doctors, occupational therapists and more.

“The best support stems from having the collaboration of all these people who are involved in managing different aspects of a patient’s care,” she explains. “I manage the person’s care by connecting with each of these people, so they can engage with me as a single point of contact.”

Skills in the workplace

Between her role as liaison and the different environment Megan works in, she’s developed a well-rounded set of skills that help her excel at work.

Strong communication skills are absolutely vital for building rapport with clients.

“The patient is the expert in their life and you are coming in to offer support,” she says. “Often you connect with people who are facing challenges and it’s important to hear what they have to say and recognize what’s going on around them.”

In addition to developing those skills on the job, Megan has benefitted from formal training through the CCAC.

“The CCAC recently supported my training in narrative therapy, which improved my ability to construct patient storylines so I can help them identify their strengths when they’re facing difficulty,” she explains. “The CCAC supports that personal and professional growth through encouraging education, training and joining committees.”

It’s a great fit for someone who values opportunities to learn and grow.

“When I started this job, I was told that the CCAC encourages initiative,” says Megan.

“They’ve definitely proven that to be true!”

Looking to the future

Three years after starting her career with the CCAC, Megan has found that the successes of her role are also the successes of others.

“The most rewarding part of my job is when I see a senior I work with reach their goal,” she explains.

“Knowing that I had the privilege to enter their life and support them through a really difficult time is incredibly rewarding. I could be supporting them to live at home or through giving their caregivers more time and resources.” The team at the CCAC plays a big role in motivating and encouraging each other, she adds.

“I work with a team of colleagues who are so good at what they do, it’s inspiring.”

“We’re all really passionate about what we do and there are always people to support you at the CCAC.”

Learn more about career opportunities at CCAC! See their profile here.