Do you take pride in helping others and providing excellent client service? Do you enjoy problem solving and putting your excellent communication skills to the test? Keep reading to find out how this role may be a great fit for you!
The BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians, offering supports that strengthen families, so that they may achieve their full potential and secure the best possible future for their children. We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.
BCFMA is committed to reconciliation with Indigenous Peoples, honouring the Provincial commitment to the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s (TRC) Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on government’s priorities.
We are thrilled you have decided to explore a career with the BC Family Maintenance Agency (BCFMA). We are passionate about what we do and the clients we serve and we are proud of delivering exceptional service in a client-focused way.
The BCFMA is currently looking for qualified candidates to join our Case Manager team in our Victoria office.
The Case Manager is responsible for performing case management duties as assigned, with a client-centric focus on achieving results. The Case Manager’s work is governed by legislation, the BCFMA standards, policies, and procedures to ensure that both clients and program users are treated with respect and professionalism. The Case Manager is responsible for holistic case management and developing relationships that support clients and the program's mandate, which may include determining eligibility, making referrals as required, negotiating, and monitoring. The Case Manager provides services that help citizens establish strong connections with their communities.
ACCOUNTABILITIES
- Conducts client case management reviews to determine the appropriate action for well-informed decisions.
- Assesses various client circumstances by analyzing multiple factors to resolve appropriate client case management decisions.
- Proactively monitors cases to ensure service standards are maintained and takes appropriate action to mitigate problems throughout the life cycle of the file.
- Demonstrates a high level of professionalism, exercises discretion and negotiates with clients.
- Ability to communicate effectively and consistently verbally and in writing, with tact, diplomacy, and confidentiality to keep clients informed about their file.
- Advocates and applies the Agency’s client-centric approach towards service excellence.
- Communicates effectively with internal and external parties in the management of cases.
- Manages payments efficiently and within the timeframes of the BCFMA’s policy.
- Documents and maintains accurate information in the BCFMA database.
- Ensures compliance with all privacy and security policies.
- Participates and contributes to team meetings, committees, or project teams in support of the Agency’s mandate and service plan.
- Provides operational insights to colleagues by answering questions, resolving problems and creating positive, respectful working relationships.
- Other duties as assigned.
JOB REQUIREMENTS
Education
- Two-year college diploma or equivalent post-secondary education credits. An equivalent combination of education and experience, in lieu of formal educational credentials, will be considered.
Experience
- Minimum three years’ experience delivering a high standard of client service in a high volume, fast-paced, rapidly changing environment.
- Three years or more of experience working with various computer applications, including MS Word, Excel and Outlook.
- Preferred social services and/or justice sector experience.
KNOWLEDGE, SKILLS AND ABILITIES
- Ability to provide services to clients from diverse backgrounds, including but not limited to, clients from various cultural backgrounds, clients with mental health issues and/or physical disabilities or other challenges, clients with substance use issues and individuals who may be in crisis, displaying frustration, anger or acting out in an abusive manner.
- Ability to identify and assess changes or events in client life circumstances, and to reference, interpret, and apply a variety of policies, regulations, guidelines, and community resources to determine an appropriate course of action.
- Willingness and ability to display resilience in the face of adversity and demonstrate empathy when interacting with citizens.
- Willingness and ability to use de-escalation techniques to manage some situations.
- Ability to promote a positive culture and build strong relationships.
- Communicates respectfully with compassion, tact and diplomacy.
- Research and enquiry skills, including the ability to identify and analyze ramifications of options and responses.
- Outstanding customer service and telephone skills. Uses appropriate etiquette over the phone and can easily manage contentious situations while remaining calm.
- High customer service acumen.
- Intermediate/Moderate level of computer skills, including keyboarding skills, accessing databases, conducting internet research, and using MS Office software (Outlook, Word, Excel, MS Teams).
ADDITIONAL INFORMATION
- A Criminal Record Check is required.
Why work at BCFMA
- An opportunity to be part of an inclusive and diverse culture where you can make a difference and team members are appreciated and valued.
- Work-life balance with a Monday to Friday work week.
- Participation in a Defined Benefit Public Service Pension Plan.
- Competitive benefits package including extended health, dental, above standard vacation entitlement, company paid sick time and flex days.
- On-the-job training with opportunities for ongoing learning and development.
You say you want a career where you can make a difference - don’t delay and apply today!
The starting salary for this position is $58,337 per year. This is a unionized position and is covered by the BCGEU/BCFMA collective agreement. Candidates must be a Canadian citizen or permanent resident to apply for this full-time opportunity.
We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.
INDIGENOUS RELATIONS BEHAVIORAL COMPETENCIES
Building a Trust-Based Relationship requires a fundamental understanding that "relationship" is the foundation from which all activities happen and that building a good relationship takes time and commitment. It is a willingness to build a personal relationship in addition to a professional one, participating in open exchanges of experiences and culture. It requires a genuine, non-controlling approach and relies upon demonstrated integrity and transparency. Building a trust-based relationship requires a high level of consciousness of the experience of Indigenous people with Crown relations. It assumes that strengths abound in Indigenous people, cultures and communities.
Cultural Agility is the ability to work respectfully, knowledgeably and effectively with Indigenous people. It is noticing and readily adapting to cultural uniqueness to create a sense of safety for all. It is openness to unfamiliar experiences, transforming feelings of nervousness or anxiety into curiosity and appreciation. It is examining one’s own culture and worldview and the culture of BCFMA, and to notice their commonalities and distinctions with Indigenous cultures and worldviews. It is recognition of the ways that personal and professional values may conflict or align with those of Indigenous people. It is the capacity to relate to or allow for differing cultural perspectives and being willing to experience a personal shift in perspective.
BEHAVIORAL COMPETENCIES
Analytical Thinking is the ability to comprehend a situation by breaking it down into its components and identifying key or underlying complex issues. It implies the ability to systematically organize and compare the various aspects of a problem or situation and determine cause-and-effect relationships (“if...then…”) to resolve problems in a sound, decisive manner.
Flexibility is the ability and willingness to adapt to and work effectively within a variety of diverse situations, and with diverse individuals or groups. Flexibility entails understanding and appreciating different and opposing perspectives on an issue, adapting one’s approach as situations change and accepting changes within one’s own job or organization.
Information Seeking implies going beyond the questions that are routine or required in the job. It may include “digging” or pressing for exact information; resolution of discrepancies by asking a series of questions; or less-focused environmental “scanning” for potential opportunities or miscellaneous information that may be of future use.
Listening, Understanding and Responding is the desire and ability to understand and respond effectively to other people from diverse backgrounds. It includes the ability to understand accurately and respond effectively to both spoken and unspoken or partly expressed thoughts, feelings and concerns of others. People who demonstrate high levels of this competency show a deep and complex understanding of others, including cross-cultural sensitivity.
Problem Solving and Judgement is the ability to analyze problems systematically, organize information, identify key factors, identify underlying causes and generate solutions.
Relationship Building is working to build or maintain ethical relationships or networks or contacts with people who are, or may be, potentially helpful in achieving work-related goals and establishing advantages. These people may include customers, clients, counterparts, colleagues, etc.
Results Orientation is a concern for surpassing a standard of excellence. The standard may be one’s own past performance (striving for improvement); an objective measure (achievement orientation); challenging goals that one has set; or even improving or surpassing what has already been done (continuous improvement). Thus, a unique accomplishment also indicates a Results Orientation.
Service Orientation implies a desire to identify and serve customers/clients, who may include the public, colleagues, partners (e.g. educational institutes, non-government organizations, etc.), co-workers, peers, branches, ministries/agencies and other government organizations. It means focusing one's efforts on discovering and meeting the needs of the customer/client.
Teamwork and Co-operation is the ability to work co-operatively within diverse teams, work groups and across the organization to achieve group and organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views.
We would like to thank all candidates for their interest, however only those being considered for this role will be contacted.
Required
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3 year(s): Three years or more of experience working with various computer applications, including MS Word, Excel and Outlook.
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3 year(s): Minimum three years’ experience delivering a high standard of client service in a high volume, fast-paced, rapidly changing environment.
Required
Required
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Communication Skills
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Customer Service
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Microsoft Office
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Problem Solving
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Attention to Detail
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Active Listening
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Business Writing
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Conflict Management
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Empathy
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Diversity Equity Inclusion
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Organizational Skills
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Emotional Intelligence
