Apprentice Services Case Manager

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.

The Apprentice Case Manager serves as the primary contact for BC Apprentices, guiding them through financial applications and determining eligibility for supports. They manage client files within the Integrated Case Management system and ensure compliance with WorkBC and college policies.

Candidates must have a high school diploma (degree or diploma preferred) and proven experience in customer service within call center or virtual environments. Proficiency in Microsoft Office and the ability to work flexible hours, including evenings and Saturdays, are required.

• Service à la clientèleSouhaitée
• Souci du détailSouhaitée
• Microsoft OfficeSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service
• Case Management
• Policy Interpretation
• Stakeholder Management
• Microsoft Office
• Integrated Case Management (ICM)
• Conflict Resolution
• Attention To Detail
• Interdisciplinary Collaboration
• Financial Application Processing
• Crisis Intervention
• Documentation

• Education
• Social Services
• Customer Service & Support
• Administrative
• Government & Public Sector

Formation minimale

Études secondaires

Expérience minimale

2+ ans

Postuler avant le

4 sept. 2026

Langue de l’offre

anglais

Heures de travail

35 heures par semaine

Niveau d’expérience

Not Applicable