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Douglas College

Apprentice and WorkBC Resource Case Manager

Position Details

Position Information

Position Title Apprentice and WorkBC Resource Case Manager Posting Number 00459SA Location See Work Arrangements Grade or Pay Level - Salary Range To be determined Position Type Training Group Contract Employment Posting Type Internal/External Regular/Temporary Contract Employment Type Full Time Posting Category Training Group Start Date 04/01/2019 End Date 03/31/2020 Day of the Week Mondays to Fridays, Other - Some evenings and weekends Shift N/A Work Arrangements
This position is for 40 hours per week commencing April 1, 2019. Must be able to work flexible hours (including some evenings and weekends).

Home base is Coquitlam Apprentice Services Training Centre however travel is required between delivery sites in Maple Ridge & Langley.
What Douglas Offers
DO what you love. Be good at it. That's how Douglas College defines a great career. It's a philosophy that resonates through our classrooms, our offices and our boardrooms. It inspires our students and drives us to make Douglas College one of BC's Top Employers. We love what we do. And we're looking for passionate, motivated people to join us in making one of Canada's best colleges even better.
The Role
The Apprentice & WorkBC Resources Case Manager is part of a dynamic team of professionals who provide client-centered, Apprentice Case Management Services and Resource Centre Advice at Douglas College's Maple Ridge and Langley WorkBC Centres. This multifaceted role involves assisting BC Apprentices with WorkBC Apprentice Services and will also include the roles involved in delivering WorkBC Employment Services.
Both roles provide coaching to assist individuals with navigating their way to meaningful employment where they sustain labour market attachment. Exceptional client-centered service is key.


• Conducts needs determination evaluations in accordance with Work BC guidelines to determine eligibility for apprentice case management services;
• Informs, implements and ensures compliance with policies pertinent to financial supports provided by WorkBC and Douglas College;
• Guides and explains the application process by showing or explaining to the apprentice how to apply online and what to expect throughout the process;
• Reviews paper applications for admission to verify completeness
• Determines eligibility and appropriate financial supports, creates Client file in the province's Integrated Case Management system ( ICM ), notifies Client, and processes financial supports;
• Enters all apprentice training related documentation into ICM ;
• Confirm attendance at training institutions both within and outside of BC;
• Confirm EI eligibility using the federal Employment Insurance Business Information System ( EIBIS );
• Manages critical control forms for each client in relation to course start and end dates, receipt of financial supports, withdrawals and refund policies;
• 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.

• Assist clients with using ESC computers, troubleshooting simple problems when required;
• Promote Client feedback through our online Client Survey;
• Ensure that appropriate tracking mechanisms are in place and strictly followed to capture and celebrate Client's sustained employment at 4, 12, 24, and 52 weeks

Additional Duties:
• Participates in the maintenance of Douglas College's Quality Management System ( ISO 9001:2015); and
• Performs other duties as assigned.
To Be Successful in this Role You Will Need
• A professional, positive, and energetic attitude;
• Thrive in a fast paced, constantly evolving industry;
• 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 Oracle databases and in-depth knowledge of ICM ;
• 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
• Ability to exhibit respect for clients, client diversity, and community partners;
• Strong oral and written communication and interpersonal skills;
• Ability to work in a fast-paced, performance-based work environment with shifting priorities and duties;
• Proven ability to facilitate workshops as well as deliver presentations to a variety of audiences - an asset;
• Ability to meet your monthly Key Performance Measures;
• Knowledge of local labour market and labour market trends;
• Knowledge of Employment Program of BC and its mandate;

• Grade 12 completion;
• 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, databases and the use of online-demand meeting applications and desk-top sharing;
• Experience using workflow management systems considered an asset;
• 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.
Link to Full Position Profile Diversity Statement
Douglas College is committed to being a workplace that is free of discrimination, that values diversity and is representative, at all job levels, of the communities we serve.
Needs a Criminal Records Check

Posting Detail Information

Open Date 03/13/2019 Close Date Open Until Filled Yes Special Instructions to Applicant
Interested applicants must ensure that a resume and cover letter are submitted online.

Please ensure your resume clearly explains how you meet the required knowledge, skills and abilities of the position for which you are applying.

All candidates selected for interview will need to provide original sealed transcripts or bring original certificates and diplomas of educational credentials noted on their resume.

Any offer of employment will be conditional upon the satisfactory completion of a criminal records check. A criminal record will not automatically result in your application for employment being denied.
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