Apprentice Services Case Manager

3 weeks ago

Coquitlam, Canada Douglas College Full time

The Role

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 supports applications, evaluate eligibility and process benefit payments. They will provide exceptional client-centered service on a consistent basis to all stakeholder groups. Responsibilities Conducts evaluations in accordance with Work BC policy to determine eligibility for apprentice supports; Informs, implements and ensures compliance with policies pertinent to financial supports provided by WorkBC and Douglas College; Supports 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); Determines eligibility and appropriate financial supports, maintain documents and notes in the province’s Integrated Case Management system (ICM) and processes financial supports; Manages client relationship with status of an application; 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; Communicates difficult information to Clients and diffuses situations with Clients who may be agitated and distressed, referring as appropriate; and Identifies clients in crisis and follows established protocols to ensure the safety of the client and mitigate the risk. Additional Duties: Participates in the maintenance of Douglas College’s Quality Management System (ISO 9001:2015); andPerforms other duties as assigned. To Be Successful in this Role You Will Need 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 experience building and maintaining partnerships with stakeholders; 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; Satisfactory completion of a criminal records check and security screening as per Ministry contract. 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; Strong computer skills, including the full Microsoft Office suite at an intermediate or better level; Operating knowledge of databases and knowledge of ICM, an asset. Independent judgement to make decisions on what can wait for a response and what needs to be responded to immediately; Able and willing to provide exceptional customer service to all stakeholder groups 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; Work effectively as part of an interdisciplinary team in the design, development and delivery of services to ensure program outcomes are met; and Be adaptable in your approach by adjusting to changes in service delivery models, labour market or participant trends.

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