Overview
The Intake Specialist serves as the first point of contact for individuals accessing WorkBC Employment Services. This role is responsible for assessing client eligibility, collecting and verifying required documentation, completing Online Employment Services (OES) and Integrated Case Management (ICM) data entry, and assigning appropriate service streams and supports.
The Intake Specialist ensures clients receive timely, professional, and client-centered service while maintaining compliance with WorkBC policy and data quality standards.
Responsibilities
Client Engagement & Intake
- Serve as the initial point of contact for clients accessing WorkBC services virtually, by phone or in person if required.
- Conduct client intake interviews to gather employment history, education background, and personal circumstances.
- Verify client identification and eligibility for WorkBC programs and services.
- Explain WorkBC services and client rights/responsibilities.
- Identify and document client employment barriers and service needs.
- Complete Client Needs Assessments to help determine individual needs and identify appropriate services.
- Referrals to DRENA assessor scheduling appointments for client and DRENA assessor.
- Assigning client to Case Manager and scheduling first appointment with client and add to Active Agenda.
- Create Action Plan according to client needs and next steps.
Data Management & Documentation
- Complete and maintain accurate Online Employment Services (OES)/Guided Interview intakes.
- Enter and update client information in the Integrated Case Management (ICM) system in accordance with WorkBC data standards.
- Create rationales for services in ICM.
- Assign clients to appropriate services and refer to case managers, specialized supports, competency training or workshops as needed.
- Maintain detailed and compliant client records and ensure data integrity across systems.
- Complete service requests in a timely manner.
Collaboration & Coordination
- Coordinate with career advisors, job developers, and support staff to ensure seamless client transitions.
- Communicate effectively with internal teams regarding client status and referrals.
- Participate in team meetings, training sessions, and quality assurance activities.
Compliance & Quality Assurance
- Ensure adherence to WorkBC guidelines, privacy legislation, and organizational policies.
- Maintain confidentiality and uphold ethical standards in all client interactions.
- Monitor intake workflow and support continuous improvement of intake processes.
Qualifications
- Post Secondary Degree, Diploma, or Certificate, in a related field, and/or a relevant combination of education, professional experience and training.
- A minimum of two (2) years of similar experience in the employment services, counselling, or other support services sector. Demonstrated experience in Personal Counselling is an asset.
- Professional certification, such as Canadian Certified Career Development Practitioner (CCDP),
- Registered Rehabilitation Professional (RRP), etc., either acquired or in-progress is preferred.
- Multilingual in English with French or another language that would enhance the ability to communicate effectively with clients, both verbally and in writing, is an asset.
- Capacity to effectively conduct and interpret Client needs assessments and employ exploration tools for all Client Inclusion Groups, in accordance with individualized Client needs and abilities.
- Demonstrated experience providing services and support to individuals with complex barriers, including barrier identification and resolution.
- Experience in, and the ability to, successfully coach and mentor Clients to gain effective job search tools and strategies.
- Ability to build and maintain a network of partnerships with local employment and community agencies, employers, social service & referral programs, and other relevant stakeholders.
- Excellent communication skills(oral and written).
- Proven ability to successfully work with and support individuals from a broad range of cultural backgrounds based on a sensitivity to and understanding of the unique challenges they may face.
- Strong administrative skills and computer proficiency with specific emphasis on Microsoft Office (Word, Excel, Outlook) and customized databases.
Employment Level
Full-time
Wage Range
$53,056.00 - $55,470.00
Work Conditions
This is a REMOTE position.
Eligibility Statement
Open to all those eligible to work in Canada.
Equity Statement
We are committed to fostering a diverse and inclusive workplace. We believe that diversity of thought, background, and experience strengthens our team and drives innovation. We are dedicated to creating an environment where everyone feels valued, respected, and supported
Job Types: Full-time, Fixed term contract
Pay: $53,056.00-$55,470.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- RRSP match
- Vision care
Work Location: Remote
