Cowichan WorkBC Centre Client Services Administrator

Statement of Qualifications & Job Description
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ESSENTIAL REQUIREMENTS

EDUCATION:

  • post-secondary education in financial or business administration and/or equivalent combination of training and experience

EXPERIENCE:

  • 3 or more years program administration experience
  • Evidence through positive work history of establishing and maintaining effective and professional business relationships with community officials/groups, employers, government agencies; and
  • Working successfully in administrative support to management positions, and client services support for front line teams

RATED REQUIREMENTS

Personal Suitability:

  • High level of commitment to provide quality support and meticulous attention to all client issues
  • Able to understand and communicate in a way that recognizes socio-cultural diversity
  • Able to handle phone calls and requests from clients, community partners and the public in a pleasant, courteous and efficient manner
  • Able to manage a variety of tasks in a calm, confident manner
  • Aware of one’s own capabilities and understanding of when to draw upon others’ expertise
  • Positive attitude when under pressure or confrontational situations
  • Takes initiative to continually improve services and processes
  • Comfortable with change and learning

Abilities and Skills:

Ability to:

  • Establish and maintain effective interpersonal relationships
  • Prepare and maintain detailed records with regard to confidentiality and privacy legislation
  • Ability to process large amounts of data with integrity efficiency and consistency
  • Work, interact and communicate with diverse clientele and community partners
  • Prepare and maintain accurate records
  • Demonstrate excellent oral and written communication skills

Knowledge of:

  • All aspects of the WorkBC Employment Services Program including WorkBC policy, Ministry systems (ICM, Extranet, OES)
  • Client eligibility and thorough understanding of Federal and Provincial government program policies and procedures including income supports, EI and BCEA Benefits
  • Knowledge and understanding of WorkBC policies and procedures for case managed services: Skills Training, JCP, PBLMT, Wage Subsidy, Self-Employment
  • Awareness and understanding of the Freedom of Information and Privacy Act in relation to providing confidential information
  • Computer applications including current versions of Windows and Microsoft Word, Excel, Access, Outlook and Internet
  • Superior knowledge and ability to work within ICM
  • The local and regional community employment and employment related programs and services
  • Sound knowledge of how local, regional, national and global labour markets function

JOB DESCRIPTION

Reports to: Quality Assurance Manager

As a member of the Administration Team, the Client Services Administrator is responsible for evaluating and recommending approval of  Skills Training, JCP, PBLMT applications.  The CSA ensure all client eligibility criteria are met, and client Skills Training, JCP, PBLMT and Wage Subsidy applications and agreements are accurate and completed. The CSA establishes and maintains file systems, handles enquiries and administrative duties, and performs a wide variety of duties to support the project and Client Services Team

 

As a member of the Administration Team, the Client Services Administrator in ensuring all client eligibility criteria are met, and client Skills Training, JCP, PBLMT and Wage Subsidy applications and agreements are accurate and completed. The CSA establishes and maintains file systems, handles enquiries and administrative duties, and performs a wide variety of duties to support the project and Client Services Team.

Responsibilities:

Quality Assurance:

  • Accurately complete all data entry in a timely manner
  • Consistently apply policy and process knowledge in a meaningful way to tasks being undertaken, to ensure eligibility and adherence to accepted protocol
  • Maintain records and complete reports to ensure appropriate data is available for ongoing service performance evaluation and monitoring
  • Provide a rigorous audit trail of supports and services provided to clients
  • Responsible for reviewing all case managed services client applications, ensuring all applications are complete, generating agreements in ICM and entering all FSPS supports in ICM, ensuring all attendance verifications have been received and documented in ICM, ensuring that WorkBC policies and procedures have been followed
  • Liaise with Employers requesting Wage Subsidies, ensuring applications are completed, negotiating terms of Wage subsidy, including wage and duration of agreement, ensuring that WorkBC policies and procedures have been followed
  • Review all Skills training applications, verify that the request meets WorkBC policies and procedures, including sufficient LM information, verifying client budget, and supports requested and generating agreement for approval. Enter all information as required into ICM for supports and ensure attendance verifications are received and documents in ICM.
  • Review all CEP applications and generating agreements in ICM and entering all FSPS supports in ICM, ensuring all attendance verifications have been received and documented in ICM.
  • Responsible for closing out all Case Managed Services agreements, ensuring the terms of the agreements have been fulfilled and referring clients back to their Case Manager
  • Monitor WorkBC group mailbox as per processes and protocols established
  • Provide back up as required in monitoring OES Queue Management, (TRF, Ministry referrals, service requests and case transfers), following established processes and protocols, to ensure WorkBC policies, procedures and timelines have been followed
  • Other duties as required

Client Services Team Collaboration and Support:

  • Participate in case conferencing and meetings, as required

Administration:

  • Maintain well-documented records
  • Conduct follow up for all participants within speed of service guidelines and meet program expectations
  • Document and submit weekly activity reports, as required
  • Provide administrative support and assistance as may be required within the WorkBC Centre

Job Sustainment:

  • Have a strong working knowledge and in-depth understanding of employment services needed to support Clients along a successful path toward employment that is sustainable

Back-up:

  • Provide coverage/assistance for QA Data Administrator

Apply Now!

Email your Resume and Cover Letter to hr@ethoscmg.com

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