Apprentice Services Case Manager

JOB OPPORTUNITY

Position Information

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 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 funding
• Access to our Fitness Centres and Classes

For more benefits information, click here !
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.
Posting Number 02809SA Position Title Apprentice Services Case Manager Anticipated Start Date 08/17/2026 End Date 03/31/2027 Needs a Criminal Records Check Yes

How To Apply

Open Date 08/04/2026 Close Date Open Until Filled Yes Maximum Number of References 3 Minimum Number of References 3 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.
Important Note
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.