Apprentice Services Case Manager

31.53 to $34.13 per hour. Salary is based on education and experience. 31.53 to $34.13 per hour. The Apprentice Case Manager ( ACM ) is part of a dynamic team of professionals who provide client-centered, Apprentice Case Management Services. The ACM is the first point of contact for BC Apprentices and will provide applicants with information about WorkBC Apprentice Services, coach Apprentices through the completion of their financial applications, approve applications and complete payment schedule. They will provide exceptional client-centered service on a consistent basis to all stakeholder groups. That's how Douglas College defines a great career. It inspires our students and drives us to make Douglas College one of BC's Top Employers. And we're looking for passionate, motivated people to join us in making one of Canada's best degree-granting colleges even better. Be a part of an institution where everyone is committed to empowering successful students, creating responsive learning environments, fostering social and environmental responsibility, and supporting healthy learning and work environments. Follows Work BC guidelines to determine eligibility for apprentice financial supports; Informs, implements and ensures compliance with policies pertinent to financial supports provided by WorkBC and Douglas College; Guides and explains the application process by showing or explaining to the apprentice

how to apply
online and what to expect throughout the process; Determines eligibility and appropriate financial supports, creates Client file in the province's Integrated Case Management system ( ICM ), notifies Client, and processes financial supports; Confirms attendance at training institutions both within and outside of BC; Confirm EI eligibility using the federal Employment Insurance Business Information System ( EIBIS ); Manages critical control for each client in relation to course start and end dates, receipt of financial supports, withdrawals and refund policies; Works in partnership with the Quality Assurance Specialist to ensure documentation is accurate, identifies problem areas and recommends business process improvements; Documents contact interactions, records details, complaints, comments and actions taken into ICM ; Maintains current knowledge of all WorkBC Apprenticeship Policy, course offerings, start/end dates, and complexities in regards to the application process; Identifies clients in crisis and follows established protocols to ensure the safety of the client and mitigate the risk. Participates in the maintenance of Douglas College's Quality Management System ( ISO 9001:2015); Grade 12 completion (Degree or diploma an asset); Proven experience providing customer service excellence and resolving issues both in a call Centre and virtual service environments; Demonstrated ability to interpret and apply policies or legislation; Experience building and maintaining effective partnerships with stakeholders; Proficiency in Microsoft Office (intermediate or higher); Knowledge and experience with ICM an asset; Flexibility to work varied hours, including evenings and Saturdays; Ability to foster positive and inclusive work environment with colleagues and clients from diverse backgrounds; Strong collaboration skills to work effectively within an interdisciplinary team to support program outcomes; Satisfactory Criminal Record Check. This is a full-time contract position (35 hours per week) and will be based out of the Douglas College Coquitlam Campus. The WorkBC Apprentice Services Case Manager role requires the ability to work flexible hours that include some evenings (until 7pm) and Saturdays. The anticipated period of the contract will be August 17, 2026 to March 31, 2027. #