Client Contact Specialist

3 weeks ago

Vancouver, Canada Boys and Girls Clubs of South Coast BC Full time

**START DATE**:ASAP
**REPORTS TO**: Manager Employment Services

**Summary of Responsibilities**:
The Client Contact Specialist creates a culture of prevention, support, and early intervention to ensure clients can access tailored employment advice and guidance to achieve sustainable employment. The Client Contact Specialist will play a vital role in ensuring clients receive tailored job maintenance support, quality service provision and ensure all employment information is collected and recorded accurately within WorkBC guidelines.

**Job Duties**:

- Contacts Employment Insurance (EI) referred clients to inform them of WorkBC Services and encourage them to apply.
- Ensures all contact attempts and meeting results have been recorded in the Targeting, Referral and Feedback (TRF) portal and send the referral for Feedback to Service Canada within 90 days of the referral date.
- Conducts in-person and virtual info sessions for general and TRF clients.
- Contacts all employed WorkBC clients at 4-, 24- and 52-week intervals to confirm employment status and to offer additional WorkBC Services if needed by client.
- Sustains regular and ongoing contact with clients to ensure clients’ sustainment can be verified and evidence can be collated.
- Motivates clients to ensure they continue to develop the necessary skills and knowledge to remain sustainably employed.
- Updates the Integrated Case Management (ICM) database with client employment status, and ensures all sustainment outcome fees and outcomes are captured
- Works collaboratively with colleagues to ensure any clients who fall out of work can be seen by an Employment Counsellor quickly and efficiently.
- Works collaboratively with Job Developers to ensure employment verification can be obtained for all clients and Employers’ recruitment needs can be met.
- Verifys all outcomes to ensures data quality and compliance standards are met within the guidelines of WorkBC.
- Maintains up to date knowledge of the labour market.
- Accurately maintains relevant ICM systems and procedures and individual caseload trackers.
- Ensures individual and WorkBC Key Performance Measures are consistently achieved.
- Bills sustained outcome fees through ICM.
- Other duties as required

**Requirements**:

- Clear Criminal Record Check (Vulnerable Sector)
- A post-secondary certificate, degree, or diploma in a relevant field (e.g., career or employment development, vocational rehabilitation, social work, psychology, human services, counselling, education, or human resources management) with related experience in employment programs.
- Working knowledge of Work BC Integrated Case Management (ICM) Tool and Employment Programs of BC policies and procedures
- Ability to meet key performance measures and objectives while providing a client centered quality service
- Good knowledge of existing programs, services, community resources and local labour market conditions
- Strong interpersonal skills and communication skills, possessing patience, tact, flexibility, and ability to build rapport with clients
- Excellent time management and organizational skills with the ability to multitask
- Proficient in the use of the Microsoft Office Suite
- Willingness to work some Saturdays and evenings, and in North Delta and Ladner locations
- Reliable vehicle insured for business (two million liability)
- A Certified Career Development Practitioner designation is an asset

**Note**:
This is a full-time salary position ($40,586 to start), with group benefits at six months, pension after one year, three weeks paid vacation leave in first year, paid sick and personal leave, birthday off and up to 5 days statutory holiday substitution days per year to celebrate/recognize religious, cultural, and/or personal days that are important to the employee where those days are not currently recognized as statutory holidays in BC/Canada).

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