Apprentice Services Coordinator

4 weeks ago

Coquitlam, British Columbia, Canada Douglas College Full time

Role Overview

The WorkBC Apprenticeship Case Manager plays a vital role in providing exceptional client-centered service to BC Apprentices, ensuring they receive accurate information and support throughout their application process.

Main Responsibilities

  • Conduct eligibility evaluations in accordance with WorkBC policy to determine suitability for apprentice supports.
  • Inform, implement, and ensure compliance with policies relevant to financial supports provided by WorkBC and Douglas College.
  • Provide guidance to apprentices on online application processes and expected outcomes.
  • Verify attendance with training institutions and confirm EI eligibility using the federal Employment Insurance Business Information System (EIBIS).
  • Determine eligibility and appropriate financial supports, maintain accurate records in the Integrated Case Management system (ICM), and process financial supports.
  • Manage client relationships, including application status updates.
  • Collaborate with the Quality Assurance Specialist to ensure accurate documentation, identify areas for improvement, and recommend business process enhancements.
  • Document client interactions, record details, complaints, comments, and actions taken in ICM.
  • Stay up-to-date on WorkBC Apprenticeship Policy, course offerings, start/end dates, and application process complexities.
  • Communicate sensitive information to clients and diffuse agitated situations, referring as necessary.

Additiona Duties

  • Participate in the maintenance of Douglas College's Quality Management System (ISO 9001:2015).
  • Perform other duties as assigned.

Requirements

  • Satisfactory 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 online 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.
  • Thrives 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 judgment 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.
  • Maintains a positive environment, working with co-workers and clients within a diverse culture.
  • Has 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.

Work Environment

This role is part of a dynamic team of professionals at Douglas College, providing client-centered services to BC Apprentices. The ideal candidate will thrive in a fast-paced environment, be adaptable to changes, and maintain a positive attitude while working with diverse clients and colleagues.

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