Apprentice Services Case Manager

5 days ago

Coquitlam, British Columbia, Canada Douglas College Full time
About the Role

The Apprentice Case Manager (ACM) is a key member of our dynamic team at Douglas College, providing client-centered, Apprentice Case Management Services. As the first point of contact for BC Apprentices, you will provide applicants with information about WorkBC Apprentice Services, coach Apprentices through the completion of their financial supports applications, evaluate eligibility and process benefit payments.

Key Responsibilities
  • Conduct evaluations in accordance with Work BC policy to determine eligibility for apprentice supports;
  • Inform, implement and ensure compliance with policies pertinent to financial supports provided by WorkBC and Douglas College;
  • Support the apprentice on how to apply online and what to expect throughout the process;
  • Verify attendance with the training institutions;
  • Confirm EI eligibility using the federal Employment Insurance Business Information System (EIBIS);
  • Determine eligibility and appropriate financial supports, maintain documents and notes in the province's Integrated Case Management system (ICM) and processes financial supports;
  • Manage client relationship with status of an application;
  • Work in partnership with the Quality Assurance Specialist to ensure documentation is accurate, identifies problem areas and recommends business process improvements;
  • Document contact interactions, records details, complaints, comments and actions taken into ICM;
  • Maintain current knowledge of all WorkBC Apprenticeship Policy, course offerings, start/end dates, and complexities in regards to the application process;
  • Communicate difficult information to Clients and diffuse situations with Clients who may be agitated and distressed, referring as appropriate.
Additional Duties
  • Participate in the maintenance of Douglas College's Quality Management System (ISO 9001:2015);
  • Perform other duties as assigned.
Requirements
  • Successful completion of Grade 12;
  • Certified Career Development Practitioner Certification preferred;
  • Demonstrated experience interpreting and applying WorkBC (or similar) policy or legislation;
  • Demonstrated knowledge of the apprenticeship system and training providers in BC;
  • Experience using on-line reporting and communication portals/databases; preference given to individuals with knowledge of existing Provincial Government systems (ICM);
  • Demonstrated ability to exhibit respect for clients, client diversity, and community partners;
  • Strong oral and written communication and interpersonal skills;
  • Excellent computer skills: MS Office Suite and databases;
  • Demonstrated experience providing customer service and resolving issues in both a telephone and virtual service delivery environment;
  • Requires a high level of accuracy; identifies common errors and implements solutions; continually prioritizes tasks and works independently;
  • A professional, positive, and energetic attitude;
  • Thrive in a fast paced, constantly evolving environment;
  • Strong attention to detail with the ability to establish priorities, work to deadlines, and maintain well documented records;
  • Independent judgement to make decisions on what can wait for a response and what needs to be responded to immediately;
  • A willingness to work a flexible work schedule; must be available for work Monday through Saturday including some evenings;
  • Maintain a positive environment, working with co-workers and Clients within a diverse culture;
  • Have personal integrity, initiative, and commitment to professional development;
  • Satisfactory completion of a criminal records check and security screening as per Ministry contract;
  • Be adaptable in your approach by adjusting to changes in service delivery models, labour market or participant trends.

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