Apprentice Services Coordinator

1 month ago

Coquitlam, British Columbia, Canada Douglas College Full time
Job Title: Apprentice Services Case Manager

The Role

The Apprentice Case Manager (ACM) is a key member of our dynamic team, providing client-centered Apprentice Case Management Services. As the first point of contact for BC Apprentices, the ACM 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.

Responsibilities
  1. Evaluate eligibility for apprentice supports in accordance with Work BC policy.
  2. Implement and ensure compliance with policies related to financial supports provided by WorkBC and Douglas College.
  3. Support Apprentices in applying online and navigating the application process.
  4. Verify attendance with training institutions.
  5. Confirm EI eligibility using the federal Employment Insurance Business Information System (EIBIS).
  6. Determine eligibility and process financial supports, maintaining accurate records in the Integrated Case Management system (ICM).
  7. Manage client relationships and application status.
  8. Collaborate with the Quality Assurance Specialist to ensure accurate documentation and identify areas for improvement.
  9. Document client interactions, complaints, and actions taken in ICM.
  10. Stay up-to-date on WorkBC Apprenticeship Policy, course offerings, and complexities related to the application process.
  11. Communicate complex information to Clients and diffuse agitated situations, referring as necessary.
Additional Duties
  1. Participate in the maintenance of Douglas College's Quality Management System (ISO 9001:2015).
  2. Perform other duties as assigned.
Requirements

To be successful in this role, you will need:

  1. Successful completion of Grade 12.
  2. Certified Career Development Practitioner Certification preferred.
  3. Demonstrated experience interpreting and applying WorkBC policy or legislation.
  4. Demonstrated knowledge of the apprenticeship system and training providers in BC.
  5. Experience using online reporting and communication portals/databases, with preference given to those familiar with existing Provincial Government systems (ICM).
  6. Demonstrated ability to exhibit respect for clients, client diversity, and community partners.
  7. Strong oral and written communication and interpersonal skills.
  8. Excellent computer skills: MS Office Suite and databases.
  9. Demonstrated experience providing customer service and resolving issues in both telephone and virtual service delivery environments.
  10. Requires a high level of accuracy, identifying common errors and implementing solutions.
  11. Ability to prioritize tasks, work independently, and maintain well-documented records.
  12. Professional, positive, and energetic attitude.
  13. Ability to thrive in a fast-paced, constantly evolving environment.
  14. Strong attention to detail and ability to establish priorities, work to deadlines, and maintain well-documented records.
  15. Independent judgment to make decisions on what can wait for a response and what needs to be responded to immediately.
  16. Willingness to work a flexible schedule, including some evenings and weekends.
  17. Maintain a positive environment, working with co-workers and Clients within a diverse culture.
  18. Personal integrity, initiative, and commitment to professional development.
  19. Satisfactory completion of a criminal records check and security screening as per Ministry contract.
  20. Adaptability in approach, adjusting to changes in service delivery models, labour market, or participant trends.

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