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Position Information Position Title Apprentice Services Case Manager Posting Number 02189SA Location Coquitlam Campus Grade or Pay Level See Salary Range Salary Range $29.71 to $32.16 per hour. Salary is based on education and experience. Position Type Training Group Contract Employment Posting Type Internal/External Regular/Temporary Contract Employment Type Full-Time Posting Category Training Group Start Date 05/27/2024 End Date 06/30/2025 Day of the Week Mondays, Tuesdays, Wednesdays, Thursdays, Fridays, Saturdays Shift Variable shifts which will include some evenings and Saturdays. Work Arrangements This posting is for a full-time contract for an Apprentice Services Case Manager’s at the Coquitlam Campus Training Group.Must be able to work flexible hours (including some evenings and weekends). 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 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; andIdentifies 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 groupsA 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; andBe adaptable in your approach by adjusting to changes in service delivery models, labour market or participant trends. Link to Full Position Profile Equity Statement Douglas College is committed to fostering a diverse, inclusive and equitable learning and working environment. In support of this journey, we welcome all people to apply, including people from groups that are experiencing inequity, including, but not limited, to Indigenous Peoples, racialized or persons of colour, persons with mental or physical disabilities, persons who identify as women, and/or persons of marginalized sexual orientations, gender identities and expressions, and persons of all faith identities, age, marital status, and parental status. Needs a Criminal Records Check Yes