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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 clientcentric administration of child and spousal maintenance services for British Columbians, offering supports that strengthen families so they may achieve their full potential and secure the best possible future for their children. We are committed to promoting equity, antiracism, and multiculturalism, 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 Indigenousspecific community recognition, outreach, and relationshipbuilding 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 Commissions Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on governments priorities. We are thrilled you have decided to explore a career with the BC Family Maintenance Agency (BCFMA). The BCFMA is responsible for supporting BC families by providing a free service to track and collect child and spousal support. We are passionate about what we do and the clients we serve and are proud of delivering exceptional service in a clientfocused way. BCFMA is currently looking to recruit for our Case Manager team in our Burnaby office. As the successful candidate, you will be part of a diverse and inclusive team with opportunities for personal and professional growth. We also provide comprehensive training in a positive learning environment. You will be a member of an interdisciplinary team that manages large, diverse caseloads. You can expect to use your organizational and communication skills to anticipate client needs and maximize professional client service. In addition, the ability to adapt to multiple demands and shifting priorities will contribute to your success in the role. Accountabilities Conduct client case management reviews to determine the appropriate action for wellinformed decisions. Assess various client circumstances by analyzing multiple factors to resolve appropriate client case management decisions. Proactively monitor cases to ensure service standards are maintained and take appropriate action to mitigate problems throughout the life cycle of the file. Demonstrate a high level of professionalism, exercise discretion, and negotiate with clients. Communicate effectively and consistently, verbally and in writing, with tact, diplomacy, and confidentiality to keep clients informed about their file. Advocate and apply the Agencys clientcentric approach toward service excellence. Communicate effectively with internal and external parties in the management of cases. Manage payments efficiently and within the timeframes of the BCFMAs policy. Document and maintain accurate information in the BCFMA database. Ensure compliance with all privacy and security policies. Participate and contribute to team meetings, committees, or project teams in support of the Agencys mandate and service plan. Provide operational insights to colleagues by answering questions, resolving problems, and creating positive, respectful working relationships. Perform other duties as assigned. Job Requirements Education Twoyear college diploma or equivalent postsecondary 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, fastpaced, 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 Provide services to clients from diverse backgrounds, including those with mental health issues, physical disabilities, substance use issues, or who may be in crisis. Identify and assess changes or events in client life circumstances, and reference, interpret, and apply a variety of policies, regulations, guidelines, and community resources to determine an appropriate course of action. Display resilience in the face of adversity and demonstrate empathy when interacting with citizens. Use deescalation techniques to manage challenging situations. Promote a positive culture and build strong relationships. Communicate respectfully with compassion, tact and diplomacy. Apply research and enquiry skills to identify and analyze ramifications of options and responses. Provide outstanding customer service and telephone skills, using appropriate etiquette over the phone and managing contentious situations while remaining calm. Maintain high customerservice acumen. Have intermediate to moderate computer skills, including keyboarding, database access, internet research, and use of MS Office (Outlook, Word, Excel, 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. Worklife balance with a Monday to Friday work week. Participation in a Defined Benefit Public Service Pension Plan. Competitive benefits package including extended health, dental, abovestandard vacation entitlement, companypaid sick time and flex days. Onthejob training with opportunities for ongoing learning and development. 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 a Permanent Resident to apply for this fulltime opportunity. We would like to thank all candidates for their interest; however only those being considered for this role will be contacted. #J-18808-Ljbffr