Intake Specialist

Position Details

Location: Maple Ridge

Salary Range: $30.30 to $32.80 per hour. Salary is based on education and experience.

The Opportunity: The Client Intake Specialist welcomes and assists new Clients with registration for WorkBC Employment Services. The role involves guiding Clients through the intake process, determining appropriate application stream and managing the flow of Client applications. The Intake Specialist works out of the WorkBC Employment Services drop-in resource centre where they also support Clients to access and use a range of job search and career planning tools.

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

WHAT IT TAKES

Client Engagement & Application Management:

• Welcome new Clients warmly, ensuring they feel comfortable and supported during registration;
• Check the OES portal daily for new Client applications and respond within 1 business day;
• Connect with Client to review their OES Application;
• Assist Clients with completion of intake including:
• Obtaining BCeID
• Registration in OES
• Completion of Client Questionnaire
• Assess Eligibility for Case Management and when appropriate schedule appointment with a Career Coach;
• Review needs determination assessments as per WorkBC guidelines to identify appropriate interventions and access to services;
• Manage the flow of existing and new Client applications;
• Ensure accurate tracking and follow-up mechanisms are in place for all Client applications.

Client Support & Services:

• Provide relevant information to Clients about WorkBC Employment services, including job search assistance, employer connections, and career planning resources;
• Introduce Clients to the services offered through the resource room;
• Refer Clients to community resources based on need;
• Provide support and assistance in the resource room.

Team Collaboration & Communication:

• Communication with Career Coaches and Employment Placement Specialists to keep them informed about Intake appointments and progress;
• Collaborate and case conference with the team to enhance service delivery and Client support;
• Attend and participate to contribute ideas and information in team meetings.

Administrative Tasks:

• Follow and contribute to Douglas College’s ISO 9001 quality management system;
• Provide monthly reports to the centre manager on program activities including Client numbers and referrals made;
• Carry out miscellaneous administrative tasks as required to support the team and Client service delivery.

To Be Successful in this Role You Will Need:

Education

• 2 years Post-secondary education in a related field such as career development, human services, social work or employment counseling;
• Certified Career Development Practitioner (CCDP) certification or willingness to pursue it is an asset.

Experience

• Experience with Client intake services or customer service where helping clients feel welcome and supported is a focus;
• Familiarity with employment services and work with Clients who have complex barriers (e.g., mental health, disability, long-term unemployment) and diverse cultural backgrounds;
• Knowledge of the local labour market and employment trends;
• Experience using government reporting and database systems is preferred;
• Experience conducting needs assessments for employment services is preferred.

Skills

• Strong communication skills: written, oral and active listening to understand and respond to Client needs;
• Interpersonal skills: Ability to establish rapport and maintain professional relationships;
• Problem-solving abilities: Skill in identifying and resolving issues that may arise during Client intake and registration processes;
• Technological proficiency: Proficient in MS Office Suite and online meeting platforms and the ability to efficiently learn new software tools;
• Organizational skills: Ability to manage multiple Client files, maintain records, and conduct follow up.

Competencies

• Client-centered approach: A commitment to providing a welcoming and supportive environment, with sensitivity to the diverse needs and backgrounds of Clients;
• Team collaboration: Ability to work effectively and collaborate with colleagues to ensure seamless service delivery;
• Adaptability: Flexibility to work in a dynamic, performance-driven environment with shifting priorities;
• Cultural competence: Respect for equity, diversity, and inclusion and how to tailor services to meet the unique needs of different Client populations.

Other Requirements

• Commitment to continuous learning: A willingness to pursue professional development opportunities, including potential certifications or training in employment services and Client management;
• Satisfactory criminal record check: Required for working with vulnerable populations.

This is a full-time position (40 hours per week) located onsite at the Maple Ridge WorkBC Employment Services drop in Centre. Working hours are Monday to Friday with shifts that will include occasional evening shifts on Wednesdays and Thursdays until 6:30pm.

Posting Number: 02407SA

Position Title: Intake Specialist

Anticipated Start Date: 11/18/2024

End Date: 11/17/2025

Needs a Criminal Records Check: Yes