CLK 12R - Intake Administrator

Government of British Columbia; Campbell River; On-site; CAD 60,000 - 80,000; Full time

Job summary

A provincial government office in Campbell River is seeking a WAO Intake Administrator to be the first point of contact for clients, offering advice and direction during the claims process. Candidates should have Grade 12 education and at least one year of administrative experience. The role involves handling inquiries, providing information on rights, and supporting documentation needs. Flexible work options may be available. A Criminal Record Check will be required.

Benefits

Flexible work options

Qualifications

• Minimum one year of administrative support experience in an office environment.
• Six months experience answering client calls via a centralized phone system.
• Experience applying legislation and regulations.

Responsibilities

• Serve as the first point of contact for clients reviewing their inquiries.
• Provide information and advice on the claim and appeal process.
• Assist in managing documentation for client files.

Skills

Client service in an adversarial environment

Conflict management/de-escalation

Word processing and database applications

Education

Grade 12 graduation or equivalent

Job description

The Team

Established under Section 351 of the Workers Compensation Act, the Workers' Advisers Office (WAO) is a branch of the Ministry of Labour and independent of WorkSafeBC. We provide workers and their dependents with free advice, assistance, and in some cases representation, on appeals of WorkSafeBC decisions with which they disagree. We also provide training, mentoring and advice to union and other representatives helping injured workers with their disagreements with WorkSafeBC decisions.

The Role

The WAO Intake Administrator (IA) is the first point of contact for clients. The position reviews and analyzes inquiries from clients and provides information, advice, and direction on the next steps a client needs to take in the claim or formal appeal process, including what documentation and evidence may be required to substantiate the claim. The role also provides information about a client’s rights and options and assists advisers in managing information requirements and documentation for client files.

Qualifications

Education and Experience Requirements

• Grade 12 graduation or equivalent
• One (1) year experience providing administrative and clerical support to others in an office environment.
• Six (6) months experience answering client calls through a centralized phone system (e.g. a call centre or helpline).
• Six (6) months experience providing client service in an adversarial environment (e.g. working with clients who are angry, depressed or suicidal).
• Experience with word processing and database applications.
• Experience applying legislation and regulations.

Preference may be given to applicants with:

• Experience and/or training in conflict management/de-escalation.
• More than six (6) months experience answering client calls through a centralized phone system (e.g. a call centre or helpline)
• More than six (6) months experience providing client service in an adversarial environment, for example, working with clients who are angry, depressed or suicidal.

For questions regarding this position, please contact [e-mail]

About this Position

Flexible work options are available; this position may be able to work from home one (1) day per week subject to an approved telework agreement.

An eligibility list may be established for future permanent and temporary vacancies.

A Criminal Record Check (CRC) will be required.

Employees of the BC Public Service must be located in BC at the time of employment.

Working for the BC Public Service

The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

We are committed to ensuring that reasonable accommodations are available throughout the hiring process, including the assessment and selection stages. Please email the individual or contact listed on the posting if you require an accommodation to fully participate in the hiring process.

The Indigenous Applicant Advisory Service is available to Canadian Indigenous (First Nations [status or non-status], Métis, or Inuit) applicants. Indigenous applicants can contact this service for personalized guidance on the BC Public Service hiring process including job applications and interviews.

How to Apply

Your application must clearly demonstrate how you meet the job requirements listed above. Applicants who are selected to move forward in the hiring process may be assessed on their knowledge, skills, abilities, competencies and other position related requirements as outlined in the Job Profile at the bottom of the posting.

Cover Letter: YES - A cover letter is required as part of your application. The cover letter should include details of how you meet the job requirements as outlined in the posting/job profile. The content and/or format of your cover letter may be evaluated as part of the assessment process.

Resume: YES - Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

Questionnaire: YES - You will need to complete a basic questionnaire to demonstrate how you meet the job requirements.

Find more information on the recruitment process, including helpful tips and videos about the application process, visit the Your Job Application page of MyHR. Gain insights into the hiring journey by joining a Career Conversation. Applications will be accepted until 11:00 pm Pacific Time on the closing date of the competition. If you are experiencing technical difficulty applying, visit the Technical Assistance page of MyHR.