Job Description

JOB OPPORTUNITY

-------------------


Position Information

Location

Coquitlam Campus

Salary Range

$30.91 to $33.46 per hour. Salary is based on education and experience.

The Opportunity

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 and coach Apprentices through the completion of their financial supports applications as required. They will provide exceptional client-centered service on a consistent basis to all stakeholder groups.

RESPONSIBILITIES

:

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 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.

Additional Duties:

Participates in the maintenance of Douglas College's Quality Management System (ISO 9001:2015); and Performs other duties as assigned.

WHO WE ARE

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 degree-granting colleges even better.

Be a part of an institution where everyone is committed to empowering successful students, creating responsive learning environments, fostering social and environmental responsibility, and supporting healthy learning and work environments.

WHAT WE OFFER

We offer the opportunity to do what you do best in an inclusive, collaborative and collegial environment. At Douglas, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth, and development, as well as a safe and respectful workplace.

Transit-accessible campuses Hybrid work arrangements

for eligible positions

Competitive salaries Excellent Health and Dental Benefits

for eligible positions

Defined-Benefit Pension Plan

for eligible positions

Professional Development opportunities Access to our Fitness Centres and Classes

For more benefits information,

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!

WHAT IT TAKES

TO BE

SUCCESSFUL

IN

THIS

ROLE

YOU

WILL

NEED

:

Grade 12 completion (Degree or diploma an asset); Proven experience providing customer service excellence and resolving issues both in a call Centre and virtual service environments; Demonstrated ability to interpret and apply policies or legislation; Experience building and maintaining effective partnerships with stakeholders; A professional, positive, and energetic attitude; Ability to thrive in a fast paced, constantly evolving environment; Strong attention to detail with the ability to make decisions, establish priorities, work to deadlines, and maintain well documented records; Proficiency in Microsoft Office (intermediate or higher); Knowledge and experience with ICM an asset; Flexibility to work varied hours, including evenings and Saturdays; Ability to foster positive and inclusive work environment with colleagues and clients from diverse backgrounds; Integrity, initiative, and commitment to ongoing professional development; Strong collaboration skills to work effectively within an interdisciplinary team to support program outcomes; and Satisfactory Criminal Record Check.

Additional Information

This is a full-time contract position (35 hours per week) and will be based out of the Douglas College Coquitlam Campus. The WorkBC Apprentice Services Case Manager role requires the ability to work flexible hours that include some evenings (until 7pm) and Saturdays.

Posting Number

02560SA

Position Title

Apprentice Services Case Manager

Anticipated Start Date

08/11/2025

End Date

08/10/2026

Needs a Criminal Records Check

Yes


How To Apply

Open Date

07/21/2025

Close Date

Open Until Filled

Yes

Minimum Number of References

Equity 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.

Important Note

Interested applicants must submit their application and all required documents online on the Douglas College Career Site [

www.douglascollegecareers.ca].

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 bring original certificates and diplomas of educational credentials noted on their resume.

At Douglas College, we believe in a personal touch and the importance of genuine interactions. Every application is carefully reviewed by a member of our team without the use of AI tools.