Client service associate Jobs in Coquitlam, BC

Detailed Overview

Working provincially to support Workplace Health & Safety initiatives, this position consults with and works collaboratively with provincial stakeholders to design, develop, and deliver educational programming and training resources, including e-learning technologies based on adult learning principles, for provincially standardized tools and resources across all Health Authorities and Providence Health Care. Works with key stakeholders in the development and implementation of related communications / change management plans to support the strategic and operational priorities of Provincial Workplace Health Services and to support local implementation for a variety of users. Responsibilities Under the direction of the Leader or designate, collaborates with local and provincial teams, provincial stakeholders and clients to conceptualize, assess, design and develop education using online and other e-learning modalities to ensure quality, consistency and learner-centered education related to provincial Workplace Health & Safety programs, systems and reports. Provides support to provincial and local Health & Safety teams on learning needs assessments and education strategies including curriculum design, materials development and supporting system documentation to ensure standardization of procedures and user processes, as well as communication campaigns for changes to service delivery and/or resources. Coordinates and leads the consultation with internal and external stakeholders to conceptualize and develop content into online courses using eLearning development software. Provides an online draft of the course for review, makes amendments based on feedback, ensures quality standards are met, uploads and tests the course and makes the course available for the intended audience. Leads a regular review process for each course to ensure currency and make improvements based on evaluations. Evaluates the effectiveness of provincial initiatives/courses, activities and resources based on identified objectives, learning indicators and outcomes. Creates and utilizes evaluation tools and models to determine opportunities for quality improvement. Compiles evaluation results and provides recommendations regarding improvements. Supports the communication of change management plans for the implementation of provincial workplace health systems, reports and programs. Develops and communicates the corporate standards and education guidelines for the delivery of online/e-learning education,, and meets regularly with health authority stakeholders to support their implementation and/or to modify the plan or its components. Designs and implements educational materials, and other multimedia resources to support the implementation of various provincial projects as required. Utilizes best practices in educational learning theory and instructional design methodology suited for resource development. Develops and supports the Provincial Health & Safety Systems SharePoint site by undertaking the design, preparation, updating and management of pages. Ensures the site captures project progress and acts as a central point of information for internal and external stakeholders. Coordinates and maintains various user help manuals, bulletins, on-line training, and other user reference documentation by creating and reviewing documentation when functionality is implemented or upgraded; and/or when revisions to system or procedures are implemented to ensure consistent usage by users. Participates in local Health Authority and Providence Health Care education/communication projects on a consulting basis on request, and provides assistance with related Provincial Workplace Health Services projects as needed. Qualifications Education and Experience Bachelor's degree in Education, or related discipline with specific courses in adult education and/or e-learning/online educational design, plus five years recent related experience in education, in a complex health care environment or an equivalent combination of education, training and experience. Competencies Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed. Professional/Technical Capabilities: Demonstrated knowledge of adult learning principles, curriculum development, instructional design and evaluation skills. Demonstrated ability to model teaching using online/e-learning modalities. Demonstrated ability to plan, write, edit and evaluate educational materials/content. Demonstrated ability to deal effectively with others. Evidence of strong problem solving skills, ability to resolve conflicts, customer service orientation. Demonstrated ability to organize work, manage projects, and meet requested deadlines in a customer-focused, dynamic environment with multiple and shifting priorities. Ability to use and/or learn to use a variety of software applications relevant to the department and to teach co-workers how to use these applications. Demonstrated proficiency with Microsoft Office products and familiarity with common education technologies, e.g. course authoring tools, virtual training platforms, learning management systems (LMS). Demonstrate ability to facilitate change and participate effectively on collaborative change initiatives. About Fraser Health Fraser Health is the heart of health care for over two million people in Metro Vancouver and the Fraser Valley in British Columbia, Canada, on the traditional, ancestral and unceded lands of the Coast Salish and Nlaka’pamux Nations and is home to 32 First Nations within the Fraser Salish region. People - those we care for and those who care for them - are at the heart of everything we do. Our hospital and community-based services are delivered by a team of 48,+ staff, medical staff and volunteers. We are committed to planetary health and value diversity in the work force. We strive to maintain an environment of respect, caring and trust. Fraser Health’s hiring practices aspire to ensure all individuals are treated in an inclusive, equitable and culturally safe manner. Together, we are the heart of health care. Instagram | Facebook | LinkedIn | X | Indeed | Glassdoor IMPORTANT: Recruitment scam warning Please be on alert for recruitment scams. We are aware of several scams targeting individuals by falsely claiming to represent Fraser Health. Always take precautions when sharing personal details with unverified sources. Please note that we will never ask for money or payment, nor ask you to download or install an app at any point during our recruitment process.