WorkBC Centre General Manager

Statement of Qualifications & Job Description
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  • Relevant Post-Secondary Education in Counselling, Education, Social Work, Psychology, Business or related field; preference for Bachelor’s degree in Human Services
  • Training as a Career Practitioner, including counselling theories and career assessment tools. CCDP designation preferred.


  • Minimum 3-5 years’ EPBC or WorkBC experience managing and being directly accountable for the performance of a team and its members
  • Experience leading the development and implementation of program delivery and associated change management
  • Extensive experience in group facilitation and leading meetings
  • Financial management experience and ability to understand complex financial models
  • Experience in developing, implementing, and evaluating the success of strategic plans, work plans, and budgets
  • Successful experience in case management, career counselling and the career development field in general, would be considered an asset


Personal Suitability:

  • Coaches and promotes collaboration, conflict resolution and dialogue between team members
  • Leads by example by being a strong team player
  • Demonstrates initiative; meets the changing needs of the organization; open to new approaches
  • Takes a balanced approach to leading; from both “the head and the heart”
  • Understands boundaries and priorities with respect to the role of a General Manager
  • Maintains awareness of one’s own capabilities and understanding of when to draw upon others’ expertise
  • Proactively identifies potential problems and vulnerabilities; collaborates with team members to define potential solutions
  • Valid BC Driver’s License and access to a reliable vehicle

Abilities and Skills:

Ability to:

  • Provide strong leadership and conflict management skills
  • Make well-thought-out and thorough decisions, looking at challenges from a multitude of perspectives; effectively communicate decisions by Senior ETHOS Leadership to staff, if required
  • Provide significant business planning and implementation skills
  • Work with excellent attention to detail and effectiveness with monitoring systems and staff
  • Work with diverse clientele
  • Work under pressure and meet deadlines
  • Handle confidential information with discretion
  • Prepare and maintain detailed and confidential records`
  • Develop, maintain and update curriculum for all services on an ongoing basis
  • Deliver improved business results by actively seeking and building on diversity of views generated in a diverse workplace
  • Demonstrate proficiency in the use of Word, Excel, Access, Outlook and Internet applications
  • Communicate with excellent verbal and written communication skills with partners, the community, the Ministry and ETHOS staff as well as proven ability to write reports
  • Meet commitments and client needs
  • Use online platforms for meetings, training and 1-1 sessions
  • Work management hours – occasional weekends and evenings

Knowledge of:

  • Accounting, administrative, human resources, business and operations management practices and policies
  • Client Inclusion Groups’ and their unique characteristics, including ability to successfully work with and support individuals from a broad range of cultural backgrounds
  • Social Media, online platforms and communication tools such as ZOOM and Teams
  • Ministry databases including OES, ICM, Bi-Portal and virtual services
  • Local Federal and Provincial employment programs, as well as a thorough knowledge of local and community employment and education-related programs and services
  • The career development process, barriers to employment, career counselling techniques and the Job Loss Cycle
  • Relevant income supports (e.g. Employment Insurance, Employment Assistance)
  • Canadian Standards and Guidelines for Career Practitioners


Reports to: WorkBC Director/ETHOS CEO

As a member of the ETHOS Senior Leadership Team, the General Manager manages the contract deliverables and day-to-day operation of the Cowichan WorkBC Centres (including all subcontractors) and is the main liaison for other service provider partners and the local community. The GM collaborates with the Team Leader to ensure quality service delivery and appropriate client loads within the WorkBC Centre. The Manager assists the Team Leader with Client Services Team evaluations, works in close collaboration with the Financial and Quality Assurance Manager and reports directly to the Director/CEO.



  • Responsible for the effective leadership of the WorkBC Employment Service team through:
  • Lead by example, inspiring inclusiveness and embodying the qualities desired from all team members
  • Work with all members of the Client Services team in Duncan and Ladysmith to ensure high quality client service delivery
  • Work with the Leadership Team at Head Office to maintain mutually respectful relationships and promote ETHOS programs and services to all WorkBC Centre Staff; ensuring they understand the importance of working together as a team
  • Understand that the GM is the ETHOS representative for WorkBC and carrying out duties accordingly
  • Liaise with the contract designated CAPA (Project Officer) or Ministry’s representative
  • Complete Ministerial and organizational monthly/annual reports, including forecasts, billings, Business Continuity Plan, Community and Employer Outreach Plan, Board Reports, others
  • Encourage team members to research and understand community services in addition to all services and activities of the organization
  • Develop and maintain effective working relationships with all internal and external stakeholders, clearly disseminating information regarding both policy and process, in a consistent, timely and supportive manner
  • Provide appropriate and superior virtual, written and in-person communications, in a variety of mediums in order to ensure relevant information is shared, collected and circulated
  • Work with all members of the Client Services team in understanding the importance of Client Job Sustainment and in collaboration with all Managers develop best practices, processes and monitor these on a regular basis
  • Oversee Centres’ online Services including, WorkBC Employment Online Services, Online Workshops, and Online Self Services
  • Oversee the Team Leader as the ‘Intake Manager’ in collaboration with CM Lead, develop best practices and processes and mentor other identified staff members

Client Services:

  • Address and resolve client concerns and/or complaints in a consistent, appropriate and timely manner, ensuring WorkBC and ETHOS policies and guidelines are adhered to
  • Effectively tracking and forecasting WorkBC Centre service levels and reporting concerns to the Director/CEO
  • Monitor productivity, optimal service levels, service quality and service utilization

Quality Assurance:

  • Responsible for analyzing and effectively utilizing data for the successful management of the WorkBC program including, client services, sustainable employment and Outcomes
  • Perform regular quality assurance audits through ICM and hard file reviews
  • Evaluate the program regularly to ensure accountability and success
  • Responsible for reviewing, making recommendations and for the approval of Case Managed Services Agreements, ensuring that WorkBC policies and procedures have been followed

Human Resources:

  • Create an environment of trust within the WorkBC Team
  • Establish a workplace that consistently fosters respect and inclusiveness among all team members, subcontractors and clients
  • Motivate team members and hold staff members accountable, effectively recognizing successful performance and responding to lack of performance
  • Work closely with the Director/CEO and HR Coordinator to ensure strategies are in place to adjust staffing levels if and as required, in response to variable client demand and/or in the labour market
  • Consistently and effectively address team member issues and concerns in a timely manner notifying and/or including HR Coordinator and Director/CEO as and when required
  • With guidance from the HR Coordinator, oversee and participate in the orientation of new team members including; orientation, user access permission, on-the-job training
  • Assess the value and risks of potential action and make business decisions requiring judgement.


  • Develop and maintain WorkBC staff schedules, vacation calendar, sick days, and adjusted work schedule, collaborating with HR Coordinator as required
  • Promote, recommend approval of, and schedule professional development for work team members
  • Review and approve time sheets
  • Resolve any conflict issues fairly and equitably; discuss and refer team members to policies and procedures as appropriate
  • Facilitate Staff Meetings on a regular basis and assist Team Lead with Client Service Team Meetings; including online meetings
  • Participate in regularly scheduled Leadership Team meetings and other meetings as required
  • Work collaboratively with the ETHOS Leadership Team to ensure consistency re: policies, procedures, quality assurance, and billable services
  • Identify system improvements and create implementation plans

Health and Safety

  • Overall responsibility for the Health and Safety of the WorkBC Centre to protect staff and keep the workplace safe
  • Understand how to recognize hazards and take effective preventive actions to prevent injuries and foster a safety culture within the Centre
  • Thorough understanding of WorkSafeBC safety requirements
  • Participate in regular Health and Safety meetings or assign designate

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.
  • Ensure all WorkBC staff follow best practices for supporting clients in their job search and job sustainment support monitoring results and reevaluating processes
  • Promote ETHOS online job sustainment services, including online workshops

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