Apprentice Services Case Manager

Douglas College; New Westminster; On-site; CAD 43,000 - 47,000; Full time

Job summary

Douglas College in Coquitlam is seeking an Apprentice Case Manager to join a dynamic team. You will be the first point of contact for BC Apprentices, guiding them through WorkBC Apprentice Services, helping with financial applications, and approving payments according to schedules.

This full-time role requires a high level of client-centered service, strong policy knowledge, and the ability to coordinate with training institutions, auditors, and colleagues while maintaining accurate records in

Qualifications

• Candidates have proven experience providing customer service excellence and resolving issues in fast-paced environments.
• Ability to interpret and apply policies or legislation accurately.
• Experience building and maintaining effective partnerships with stakeholders.
• Strong attention to detail with the ability to maintain well documented records.

Responsibilities

• Follows Work BC guidelines to determine eligibility for apprentice financial supports.
• Informs, implements and ensures compliance with policies pertaining to financial supports.
• Guides and explains the application process to apprentices and what to expect.
• Reviews applications to verify completeness.
• Determines eligibility and appropriate financial supports and processes payments.
• Maintains current knowledge of WorkBC Apprenticeship Policy and program start/end dates.
• Documents client interactions and actions in the ICM system.

Skills

Customer service

Policy interpretation

Stakeholder collaboration

Attention to detail

Education

Grade 12 completion

Tools

ICM system

Microsoft Office

Job description

Salary Range

$31.53 to $34.13 per hour. Salary is based on education and experience.

Location

Coquitlam Campus

Salary Range

$31.53 to $34.13 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, coach Apprentices through the completion of their financial applications, approve applications and complete payment schedule. They will provide exceptional client-centered service on a consistent basis to all stakeholder groups.

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 It Takes

RESPONSIBILITIES :

• Follows Work BC guidelines to determine eligibility for apprentice financial supports;
• 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 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;
• Confirms 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 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.

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. The anticipated period of the contract will be August 17, 2026 to March 31, 2027.