Client Handbook and Participation Agreement - Jan 2022 (2616) - SIGN

YWCA METRO VANCOUVER
Client Handbook
and Participation Agreement
Connecting you
to employment
YWCA EMPLOYMENT PROGRAMS | CLIENT HANDBOOK AND PARTICIPATION AGREEMENT
TABLE OF CONTENTS
TABLE OF CONTENTS 2
ABOUT YWCA METRO VANCOUVER 3
OUR APPROACH TO SERVICE 4
ABOUT OUR TEAM 5
CLIENT BILL OF RIGHTS 6, 7
CODE OF CONDUCT 8
WORKBC VIRTUAL SERVICES INFORMATION & CONSENT 9. 10
ISSUES RESOLUTION PROCESS 11, 12
DECISION REVIEW PROCESS 13, 14
ACCESSIBILITY 15
PARTICIPANT FEEDBACK 16
SERVICES FOR WORKBC JOB SEEKERS 17 - 22
LOCATIONS & CONTACT INFORMATION 23 - 27
ACCEPTANCE OF TERMS 28
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ABOUT YWCA METRO VANCOUVER
The YWCA Metro Vancouver (YWCA) is one of Metro Vancouver’s largest and most
diversified non-profit organizations founded in 1897. Our holistic, integrated programs
and services help to foster economic independence, wellness and equal opportunities
for all community members. We provide wrap-around services including employment,
housing, access to education, leadership, mentorship, legal education, services for
survivors of violence and trauma, targeted services for single mothers, early learning
and child care, community services, and health and wellness. Last year, we served
48,572 clients and program participants through 66 programs and services across 75
locations in Metro Vancouver.
We have been providing a range of employment services for men and women in Metro
Vancouver since 1991 serving over 4,000 jobseekers annually.
Our YWCA Employment Services are funded by the:
• Government of Canada
• Province of British Columbia
• Community and Corporate Donations
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OUR APPROACH TO SERVICE

YWCA Metro Vancouver’s approach to service reflects our core values, guiding
principles and our intent to meet client and employer needs:
Client-centred
Our services are targeted to the needs of our clients. We provide individualized career
planning that supports jobseekers to achieve sustainable employment and personal
career goals. You are the reason we are here.
Believing in your potential
Our staff strive to tap into each jobseeker’s potential and possible career paths. We
believe you define your own success.
Focussed on results
All of our programs and services are focussed on achieving tangible results, which may
range from obtaining needed training, participating in a community-based placement,
going back to school, and achieving progressive employment.
Open and transparent
We seek to create an atmosphere of mutual support through open communication,
collaboration and respect. Our staff and processes are transparent and adaptable.
Accessible & diverse
We respect the diversity of individuals, ideas and opinions which will support personal
growth and creativity. We seek to have our programs and services accessible to all
jobseekers.
Holistic
We believe career planning doesn’t just look at employment alone, but all parts of
your life. Staff will work with you to remove any barriers that are standing in your
way of achieving your goals, such as financial, health and wellness, and education/
training.
Ongoing support
Our support doesn’t end once you obtain employment. Staff will continue to check-
in to provide any support needed to succeed in the workplace, move ahead, take
advantage of new opportunities, and get a new job if your employment doesn’t work
out.
Safety
Our staff are committed to providing safe environments to explore and develop your
employment goals both in-person and virtually. All records and sensitive information
are kept confidential.
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ABOUT OUR TEAM

Within our YWCA Employment Services, we hire qualified and knowledgeable staff
to support your path to sustainable employment. Our staff are here to provide you
support and guidance to access the training, resources and financial support that are
available to you - depending on funding eligibility.
YWCA is committed to making sure our staff provide top notch career services. To
support this commitment, we provide professional development and support for all
our staff.
Choice of staff
At YWCA, we want you to feel comfortable with the staff that support you. If, at any
time, you don’t feel comfortable with the staff who support you, please let us know.
Let our staff know what we can improve in our services and please ask to speak to a
manager if you encounter any issues that you can’t resolve.
Accessing our team
We provide our employment services for jobseekers virtually or in-person by
appointment or drop-in. Our staff use a variety of communication methods, such as
phone, email, text, video platforms, OES Portal for WorkBC services, depending on your
preference. Currently our workshops are available using Zoom Video Conferencing -
some in-person workshops are available depending on the program or service you are
accessing.
Supportive Environment
We look forward to working with all jobseekers in a mutually respectful, supportive
and collaborative environment.
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CLIENT BILL OF RIGHTS
YWCA Metro Vancouver has developed a Client Bill of Rights to promote the dignity
and value of all individuals who access these services. The Bill of Rights is a document
that expresses the inherent respect, dignity and worth for all persons. The YWCA is
committed to upholding and providing ongoing evaluations that are client-centered
and evidenced-based in practice. The YWCA policies are in accordance with the Client
Bill of Rights.
Right to be respected
Every client has the right to receive respectful service. Service providers practice within
culturally sensitive frameworks and aim to provide a space free of any discrimination
based on age, race, gender, sexual orientation, socio-economic status, ancestry, place
of origin, marital status, family status, physical or mental disability, ethnic background,
political views or religion. Clients are also expected to uphold respectful conduct when
accessing YWCA services.
Right to be fully informed
Participation is a voluntary agreement. Each individual has the right to self-
determination and should be provided with accurate information that will inform their
decision-making. Documents and service providers are resources in providing users
with information about available supports and programs.
Right to quality service
The YWCA is committed to working from a client-centered, strengths-based approach
that believes each individual has the right to be involved in their own service planning.
Service providers practice with professional competence and apply evidence-based
frameworks that aim to support individual needs with up-to-date information.
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Right to be free from harm

A primary obligation in service is maintaining support that is in the best interest of the
client. The YWCA is committed to safe work environments and in its best efforts will
protect service users from harm. Each individual has the right to be free from physical,
emotional, online, sexual and financial abuse or exploitation.
Right to complain
Every client has the right to make a complaint or provide feedback about services
received. Any complaints will be addressed with respect and transparency. Clients
will not receive any retribution for their complaints. The YWCA is committed to
addressing any concerns as per funder guidelines, please see the Issues Dispute
Resolution process in this Handbook.
Right to confidentiality and privacy
The YWCA respects the right to privacy. Personal information that is collected
is in accordance with the Freedom of Information and Protection of Privacy Act.
This information will be used by the Ministry of Social Development and Poverty
Reduction, its service providers and partners that work in collaboration within the
WorkBC program. All personal information that is collected, accessed, used, stored
or disposed of is handled in compliance with the YWCA policy guidelines. If there is
concern over privacy issues, clients are invited to submit these to concerns to Raphael
Lim (Director of Risk, Compliance, and Information Technology) at privacy@ywcavan.
org.
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CODE OF CONDUCT
As a participant of WorkBC services, you have rights and responsibilities which are
posted throughout the centre for your reference and are included in this handbook
under the Client Bill of Rights.
We are committed to providing a safe, comfortable, and enjoyable environment for
our participants to conduct employment and training activities.
We provide services in-person and/or virtually. The service delivery method is
determined based on accessibility, and client need. Participants can request that
services be provided via the method most comfortable and appropriate for them and
can request a change at any time.
WorkBC staff are proactive in maintaining an environment free from disruptive
conditions and behaviours that may include:
• Use of any resource for reasons other than job search related activities
• Behavior that is loud, disruptive or abusive towards staff or other clients.
• Compromising the confidentiality of others
• Use of drugs or alcohol while participating in services
Participants not adhering to the above Code of Conduct will be asked to cooperate,
leave, or withdraw from services. If you think an individual is interfering with your ability
to complete your job search related tasks, please contact any WorkBC staff person for
assistance. The WorkBC issues resolution process is included in this Handbook as well
as posted in our centres.
Participants who receive services will need to provide documentation to confirm their
employment status at 4, 24 and 52 weeks of accumulated employment following
the start of employment. Documentation may include written confirmation from the
employer and/or a copy of the client’s paystub.
The WorkBC Centre works as a cooperative team and, at times, may consult each other,
disclosing personal Client information, as relevant to job search or job sustainment as
part of the consultation process.
Records Management: All Client records collected or created under the WorkBC
Contract are under the control of the BC Provincial Government. Such records are
subject to the access and privacy provisions of the Freedom of Information and
Protection of Privacy Act (FOIPPA) and to the Document Disposal Act (DDA). The
Freedom of Information and Protection of Privacy Act (FOIPPA) gives individuals a
right to access their personal information held by B.C. government ministries or their
service providers, free of charge. You have the right to access your records. If you
wish to access your records, you may do so by filing a Freedom of information request
through the Office of the Information and Privacy Commissioner for BC (OIPC).
Website: www.oipc.bc.ca
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WORKBC VIRTUAL SERVICES

INFORMATION & CONSENT
WorkBC Services delivered virtually are offered using a variety of platforms. This
document contains information regarding the virtual platforms used and their purpose,
technical assistance, confidentiality and our virtual code of conduct.
Virtual Platforms, Technical Tips and Assistance
• Below is a list of the platforms we use, their purpose, and technical support
information.
System/Platform Purpose Technical Assistance

Ministry’s Online • Apply for services • Contact your Career
Employment Services Advisor or the front
(OES) portal • Communicate through desk to receive support
messaging with your
Career Advisor • OES Application
Instruction Sheet
• Sign documents
Zoom Online Workshops Access technical support

online:
Video meetings with your
Career Advisor www.bit.ly/3om5mWU
Contact your Career
Advisor or the front desk
to receive support
MS Teams (Calling Phone calls with Career Contact your Career
functionality only) Advisors Advisor or the front desk
to receive support
• You will be sent a link and password to join a virtual workshop or meeting that you
can access at the specified time. We recommend that you join a few minutes early
prior to a workshop or meeting to troubleshoot any technical issues.
• You can use a desktop computer, laptop, tablet or phone to access our online
services.
• You are not required to have an account to access Zoom; however, when you click on
the link provided to you, you will need to download software or the app depending
on your device, so please allow some time to do this before your workshop or
meeting starts.
• If you are unfamiliar with any of the technology, we recommend that prior to your
workshop or meeting, you test your access to the platform (i.e. Zoom).
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• An overview of the system’s functions (mute/unmute, video off/on) will be reviewed

with you at the beginning of your meeting or workshop.
• You have the option to control if you use video and also how your name appears
to other participants. We recommend that you use your first name only as a
participant.
• If you have any questions prior to your meeting or workshop, please connect with
the WorkBC staff that sent you the invite link.
• If you have questions during the workshop or meeting you can choose to use your
microphone or the chat function.
• It is up to you, as our client, to choose whether to participate with webcam/
videoconferencing in workshops or one to one meetings within our virtual platforms.
You can participate without webcam/videoconferencing and still see the WorkBC
Facilitator or your WorkBC Career Advisor. As well you can see the PowerPoint
presentation without using webcam/video conferencing from your side.
Confidentiality & Code of Conduct
• All confidential information is held in trust and strict confidence and will be used
only for the purposes required and shall not be used for any other purpose, or
disclosed to any third party.
• Participants must not misrepresent their identity.
• We do not record any of our workshops or one to one meetings without your
explicit consent in writing prior to the activity. Recordings would only take place
for specific employment activities, such as mock interviews, with your consent to
participate.
• Taking screenshots or photos of meetings or workshop participants is strictly
prohibited without prior and unanimous consent.
• Communication between workshop or meeting participants is private and must
not be copied to others or forwarded to others.
• Attending a group session does not provide permission to communicate with your
co-participants outside of that session or platform without their consent. Do not
attempt to contact co-participants using other virtual channels or social media
platforms without their consent.
• Participants who violate this code of conduct will be ineligible to participate in
virtual services and/or WorkBC employment services.
• Consent for virtual services can be revoked at any time by selecting the second
option at the end of this handbook and resubmitting to your Career Advisor.
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ISSUES RESOLUTION PROCESS

Our WorkBC Centre team inspires participants to improve their working lives through
active engagement and participation within our Centre’s services. Our Team is also
committed to providing a meaningful experience resulting in sustainable employment.
If we have not provided you with the supports that you required, we want to learn
more.
We are committed to:
• Providing a prompt response
• Treating you with courtesy and respect
• Working together to resolve your concern quickly
As a participant, you have the right to prompt confidential service. You also have the
right to services that are both inclusive and accessible. If you are not happy with the
services:
• Discuss your situation with the person directly involved
• Express your situation calmly and respectfully
• Work together to resolve the situation
If the situation is unresolved after discussing the situation with the person directly, the
formal Issues Resolution process will begin.
All complaints and decision review requests coming from Members of Parliament or
Members of the Legislative Assembly on behalf of their constituents, from the media,
other ministries or from the Government of Canada, will be referred to the Ministry.
The Ministry will work with the Contractor in responding to issues of this nature.
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DECISION REVIEW PROCESS

In the event that a Client is refused a service based on discretionary decision making by
the WorkBC Centre (rather than Ministry policy, legislation, Client eligibility or budget
availability), and the Client believes that the refusal was not justified, the WorkBC
Centre will offer the Client an opportunity to have a decision reviewed by a neutral
third-party reviewer, who has sufficient knowledge and expertise to provide a fair,
objective and informed opinion.
Confidentiality for Clients using this process is assured. All parties involved in the
Decision Review Process are expected to keep the issues strictly confidential and
Clients are encouraged to utilize this process with confidence – there will be no
negative repercussions for taking this course of action. Decisions follow the principles
of administrative fairness. As services are provided based on assessed need and
eligibility, rather than entitlement, there is no option for clients who disagree with the
neutral third-party’s decision to appeal to the Ministry.
Applying the WorkBC Centre’s experience in resolving conflict to the Decision Review
Process will ensure fair and transparent resolution to issues raised by Clients, other
service providers, government bodies or the general public.
WorkBC Centres will incorporate all feedback received within service delivery operations
to improve the WorkBC client experience and provide continuous improvement to
services. The Decision Review Process is as follows:
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Send your concern(s) in writing to the Centre Manager. If

submitting your request in writing is not possible, contact
reception and provide your name and phone number
asking for the Centre Manager to call you
The Centre Manager will:

- communicate with you to fully explain the purpose of
the Decison Review Process including the steps and roles
of each person involved in the process
- explain the service standards - outlining the process will
be fair, transparent, respectful , timely and based on
respectful and open communication
- forward your concerns to an Associate Director (AD) /
Director (Dir) within 72 hours
An AD/ Dir will review the documentation originally used

to make the decision within 72 hours. If additional
information is required, a meeting will be scheduled with
you
An AD/ Dir will contact you within 72 hours with the AD/ Dir will send you written
outcome of the decision review process confirmation of the final
Resolved outcome
Unresolved
If the issue is unresolved, an AD/ Dir will forward

the documentation for review to a neutral third
party
The neutral third party will review the

documentation and provide a final decision in
writing to you and the AD/Dir within 72 hours
All Client-related complaints, concerns and decision-

review requests are documented in the Integrated Case Resolved
Management (ICM) system as they occur, including: date,
nature of issue, outcome and date of resolution
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ACCESSIBILITY
YWCA Employment Services are committed to provide accessible services and
work environments that respect the dignity and independence of all persons served,
including staff and other stakeholders. We strive to ensure all locations provide barrier-
free services, supports, environment and employment.
Barriers may include, but are not limited to: physical or environmental barriers,
financial or transportation barriers, unconscious biases, communication, or barriers to
community integration.
As a participant of these services, should you require a specific accommodation please
speak to your Career Advisor or the Centre Manager.
The Centre will maintain a record of all requests for accommodation, which will be
reviewed annually to improve services to all individuals accessing WorkBC services.
HEALTH AND SAFETY

At the YWCA Metro Vancouver, we are committed to providing a safe, comfortable,
and enjoyable environment for our participants to conduct employment and training
activities. Staff working in our sites have training in:
• First-aid and CPR
• Occupational Health & Safety
• Evacuation Procedures
• Non-Violent Crisis Intervention
• Mental Health First Aid
• Safe Handling of ‘Sharps’
If you have a medical concern that you want us to be aware of, please share with your
Career Advisor. This information will be documented in your file for your safety and
kept strictly confidential.
During the COVID-19 pandemic, our centres and programs are following tight controls
for in-person delivery including social distancing, sanitization of all services and the
use of plexi-glass where needed as per WorkSafe parameters. Our WorkSafe Plan for
re-opening during the pandemic is posted in our centres and available online at the
YWCA website (ywcavan.org). Masks are recommended and will be provided at our
centres if you do not have one of your own.
If there is an emergency while attending the centre, please notify a staff member, who
are trained in emergency procedures. Staff will provide direction for clients attending
the centre if necessary. If an emergency happens while accessing our virtual services
from another location, please call 911 and notify staff if possible.
If you or someone you know is having thoughts of suicide or feeling in crisis, call
1-800-784-2433 (1-800-SUICIDE), 24 hours a day, 7 days a week. For a crisis centre
near you, please visit the Crisis Centre website: www.crisiscentre.bc.ca/get-help/.
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PARTICIPANT FEEDBACK
We value your feedback! As an organization dedicated to providing quality services
and continuous improvement, we understand the importance of collecting feedback
from the individuals we serve. We want to know what we are doing well and what we
need to work on.
While working with the YWCA Metro Vancouver you may be asked to complete several
surveys. These surveys will take you less than 5 minutes to complete and you can
choose to submit your feedback anonymously. Surveys can be submitted online or
in-person. Paper based surveys and drop boxes are available in our offices and online
surveys are available through links on client computers, in staff emails, or through this
link: www.bit.ly/3lRS8yO. We look forward to hearing from you!
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SERVICES FOR WORKBC JOB SEEKERS
EMPLOYMENT RESOURCE CENTRE

All Job Seekers have access to our employment resource centre, where we provide
free services such as one-to-one career advising, computer access with high speed
internet, job posting boards, photocopying, scanning, faxing, phone and message
services, employment and community resources, labour market information, a
disability workstation including JAWS screen reading software, MAGic software and
Dragon NaturallySpeaking software, and a French workstation including software and
resources in French. Services and resources available in multi-languages. Eligible: All
Job Seekers
JOB SEARCH SUPPORTS

Job Search Financial Supports are available to Job Seekers who are diligently
searching for work and need financial support to conduct their job search. These
financial supports include transportation (e.g., transportation to and from the WorkBC
Centre and job interviews), dependent care, personal grooming and hygiene, work
clothes/shoes/boots, licensing, and employment disability supports. Eligible: Case
Managed Clients
OCCUPATIONAL SKILLS TRAINING

WorkBC Occupational Skills Training is for Job Seekers who don’t have the skills or
require skills upgrading to find work in industries that are in demand in BC. We provide
funding for tuition, books/supplies, living supports, dependent care, and transportation.
Eligible: EI Clients* (Current/Reachback), BCEA Clients, General Clients with
Disabilities
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VIRTUAL SERVICES
All WorkBC services can be provided through our virtual services channels, including
online access to workshops, so that Job Seekers can learn anywhere. Career
development resources and career planning tools can be accessed online through our
WorkBC Centres. Job Seekers can also interact with Career Advisors through Online
Employment Services (OES). Eligible: All Job Seekers
SHORT TERM ORIENTATION AND TRAINING (STOC)

In today’s labour market, Job Seekers often need entry level certification to gain
employment or to increase their chances of finding a job. Our WorkBC Centres provide
clients with funding for STOC where eligible. Examples include: FoodSafe, WorldHost,
First Aid, WHMIS, Basic Computer Training, Serving It Right and other approved short
term certifications. Eligible: Case Managed Clients and Job Start STOC for all eligible
Job Seekers
ACADEMIC UPGRADING & ESL TRAINING

These programs or courses support Job Seekers with English as a Second Language
(ESL) training, and/or high school graduation requirements, and/or specific pre-
requisites for further training or employment. Eligible: EI Clients* (Current/
Reachback), BCEA Clients, and Clients with Disabilities
WAGE SUBSIDY WORK EXPERIENCE

The Wage Subsidy Work Experience program gives Job Seekers the ability to upgrade
their existing skills in a paid work experience from three to six months. Our staff
will guide you through the process from marketing yourself/your skills to various
employers to finding you a paid work experience with a reputable company. Eligible:
EI Clients* (Current/Reachback), BCEA SPEI Clients
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JOB STARTS
Job Start Financial Supports are provided to Job Seekers who have a confirmed job
offer and lack the finances/resources to cover all or part of the costs of items or
expenses to start the job. These financial supports include transportation, dependent
care, essential work clothing, essential work supplies, Tools and Equipment, Personal
Grooming and Hygiene (BCEA and General Clients with Disabilities only), licencing,
employment related disability accommodation costs, and Short Term Orientation and
Training. Eligible: All Job Seekers where eligible
SELF-EMPLOYMENT
Interested in starting your own business? Have a hobby you wish to turn into a business?
We offer eligible clients a free 48-week Self-Employment Program that will give you
the knowledge, tools and resources to start your own business. We provide funding
for tuition, living supports, dependent care, transportation and disability supports if
required. With approval, clients can earn income within their business without losing
income supports. Eligible: EI Clients* (Current/Reachback), BCEA PWD Clients,
PPMB, General Clients with Disabilities
WORKSHOPS
Looking for work but unsure about how to go about it? Have a resume but not sure if
it is suitable? Not confident about your interview skills? Our range of workshops are
for Job Seekers who want to find work, explore career choices, find job leads, prepare
for interviews, and discover job searching tips. Our workshop topics include Resume
Writing, Cover Letters, Interview Skills, Job Search Express, How to Use Social Media in
Your Job Search, Where the Jobs Are, Mock Interviews, Career Exploration and many
more. We will even personalize a workshop to your job searching needs. Workshops
are available virtually and in-person. Eligible: Various workshops available to Case
Managed Clients
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PROJECT BASED LABOUR MARKET TRAINING (PBLMT)

PBLMT assists eligible Job Seekers to obtain the skills and experience they need for
employment. Through a combination of classroom instruction and on-the-job work
experience, Job Seekers are able to build on their existing skills and increase their
network of potential employers. These projects offer employment training that may
include basic and essential skills, specific skills as identified by local employers, on-
the-job experience and a range of supported activities such as counselling, learning
assessments, job search skills and referrals to community resources. Eligible: EI
Clients* (Current/Reachback) when available
JOB CREATION PARTNERSHIP (JCP)

JCPs are community-based projects that provide Job Seekers with the opportunities
to gain relevant, recent work experience that will improve their employment readiness,
build on existing skills and increase their network of potential employers. These are
paid work experiences. Examples of projects that have had JCPs include the Vancouver
Folk Festival and DOXA Film Festival. Eligible: EI Clients* (Current/Reachback)
JOB DEVELOPMENT SERVICES

Are you ready and able to work but don’t know where to start and lack the networks/
networking skills? Our Job Development Team works with you on a one-to-one
basis and individually markets you and your skills to employers in the community.
They arrange and support you at job interviews as required and negotiate job terms
and conditions. Additionally, they provide job coaching on how to succeed in the
workplace. Eligible: All Case Managed Clients
CUSTOMIZED EMPLOYMENT DEVELOPMENT SERVICES

These services involve identifying, initiating or creating a new job, customizing
an existing job by negotiating the rearrangement of work tasks, or creating Self-
Employment opportunities. Our staff will provide you with an individualized assessment
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of your strengths, needs and interests, and develop an Employment Profile to assist
you in obtaining employment. We arrange and support you at job interviews and
negotiate job terms and conditions. We also provide job coaching on how to succeed
in the workplace. Eligible: BCEA Clients, EI Clients* (Current/Reachback) or General
Clients who need Specialized Services
PERSONAL COUNSELLING
For Job Seekers that have experienced violence and/or abuse, we can provide up
to ten sessions with a registered Counsellor to provide support in moving forward
towards employment. Eligible: Job Seekers who have experienced violence and/or
abuse
UNPAID WORK EXPERIENCE

Unpaid Work Experience provides BCEA Job Seekers with valuable work experience
and helps develop/improve skills by working in a relevant employment environment.
These are normally short duration placements and provide BCEA Job Seekers with
the opportunity to explore occupations, interests, skills and potential customized job
opportunities. Eligible: BCEA Clients
COMMUNITY ATTACHMENT
Through Community Attachment, Job Seekers work with staff to participate in a
community service placement to develop marketable skills, build networks, and give
back to the community. Through this opportunity to gain experience, participants can
apply developed skills to their job search. Eligible: Case Managed Clients, excluding
BCEA EO or Active EI
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LEARNING EMPLOYMENT AND DEVELOPMENT SKILLS (LEADS)

The WorkBC LEADS program aims to provide employment and personal development
training to those who have experienced violence or abuse at any point or area of their
lives. The program runs for 12 weeks and offers a wealth of supports and workshops.
Group workshops provide an environment where every individual is free to work
through trauma caused by violence and abuse and engage in healthy community
connections. Eligible: Job Seekers who have experienced violence and/or abuse
DISABILITY SUPPORTS
WorkBC assists Clients with Disabilities with the costs of participating in WorkBC
services, accessing training, and achieving/maintaining employment. Examples of
these supports include Assistive Devices, Equipment or Technology, Workplace Access
or Modifications, Communication/Hearing Devices, Ergonomic/Restorative Supports,
Attendant Services, and Interpreting or Captioning. Eligible: Clients with Disabilities
SHORT DURATION TRAINING

This includes shorter and occupation-specific training that provides the skills and
knowledge necessary to obtain employment in your chosen field. While it cannot
exceed six weeks or 180 hours in total duration, any training course or topic that
does exceed the maximum duration may be supported under Occupational Skills
Training. Eligible: EI Clients* (Current/Reachback), BCEA Clients, General Clients
with Disabilities
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LOCATIONS & CONTACT INFORMATION
WorkBC Centres
SERVING VANCOUVER SOUTH:

WORKBC CENTRE VANCOUVER SOUTH
7575 Cambie Street, Vancouver, BC
Phone Number: 604-263-5005
Email Address: info-vancouversouth@workbc.ca
Website: workbccentre-vancouversouth.ca
PROGRESSIVE INTERCULTURAL COMMUNITY SERVICES SOCIETY (PICS)

8153 Main Street Vancouver, BC
Website: pics.bc.ca
SOUTH VANCOUVER NEIGHBOURHOOD HOUSE

6470 Victoria Drive – Vancouver, BC
Phone number: 604-324-6212
Email address: svnh@southvan.org
Website: southvan.org
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SERVING NORTH VANCOUVER:

WORKBC CENTRE NORTH VANCOUVER
106 - 980 1st St W, North Vancouver, BC
Email address: info-northvancouver@workbc.ca
Website: workbccentre-northvancouver.ca
IMPACT NORTH SHORE

100 - 123 East 15th Street, North Vancouver, BC
Email address: office@impactnorthshore.ca
Website: impactnorthshore.ca
SERVING TRICITIES:
WORKBC CENTRE COQUITLAM
221 – 3030 Lincoln Avenue, Coquitlam, BC
Email address: info-coquitlam@workbc.ca
Website: workbccentre-coquitlam.ca
WORKBC CENTRE PORT COQUITLAM

206-2540 Shaughnessy Street, Port Coquitlam, BC
Email address: info-portcoquitlam@workbc.ca
Website: workbccentre-portcoquitlam.ca
WORKBC CENTRE PORT MOODY

301 – 130 Brew Street, Port Moody, BC
Email address: workbcportmoody@ywcavan.org
Website: workbccentre-portmoody.ca
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SERVING VANCOUVER MIDTOWN-WEST:

WORKBC CENTRE MIDTOWN WEST
300-2150 West Broadway – Vancouver, BC
Email Address: info-vancouvermidtown-west@workbc.ca
Website: workbccentre-vancouvermidtown-west.ca
CAREER ZONE
1256 Granville Street, Vancouver, BC
Email Address: careerzone@ywcavan.org
Website: www.bit.ly/2HDsZJm
ADDITIONAL EMPLOYMENT PROGRAMS

ASPIRE – FOR REFUGEE WOMEN
Aspire is a FREE 22-week program that assists newcomer refugee women in gaining
valuable work experience with organizations in the non-profit sector.
Email Address: aspire@ywcavan.org
CHANGING GEARS – FOR WOMEN SEEKING EMPLOYMENT IN TRUCKING

Changing Gears is a FREE 23-week Truck Driver Training Program for Women.
Email Address: changinggears@ywcavan.org
ELEVATE SKILLS – FOR IMMIGRANT WOMEN

Elevate Skills is a FREE employment program that assists immigrant women in
navigating the Canadian labour market and securing a meaningful career.
Email Address: elevateskills@ywcavan.org
FOCUS@WORK – FOR WOMEN SEEKING EMPLOYMENT

FOCUS @ Work helps women assess their skills and strengths, set career goals and
25
develop job search skills to get meaningful employment. This FREE 12-week program
includes three weeks of workshops and nine weeks of full-time job search support.
Email Address: focus@ywcavan.org
GEAR UP - BIKE MECHANIC TRAINING PROGRAM FOR YOUTH

Gear Up is a FREE 10-week program that equips youth (16 - 30 years old) with the
skills, certification and employer connections necessary to work as a bike mechanic.
Phone Number: 604-605-4666 Ext. 230 or 604-250-9342
Email Address: gearup@ywcavan.org
IN MOTION & MOMENTUM+

In Motion & Momentum is a FREE 13-week program that helps individuals who are
feeling stuck or like they have been moving in a direction that is not right for them to
tap into their full potential and create the life they want to live, through goal setting
and action planning.
Phone Number: 604-220-7183 or 604-818-1082
Email Address: imm@ywcavan.org
JOB FUTURES 55+

Job Futures 55+ is a FREE 10-week employment program that prepares mature workers
(55+) to achieve sustainable employment through skills training and employment
supports.
Email Address: jobfutures@ywcavan.org
ONLINE ESSENTIALS – FOR YOUTH SEEKING EMPLOYMENT IN ADMINISTRATION,

CUSTOMER SERVICE, TELECOMMUNICATIONS OR TOURISM
Online Skills is a FREE 12-week online program that prepares young women for careers
in office administration, customer service, telecommunications or tourism.
Email Address: onlineessentials@ywcavan.org
STRIVE (LIFE SKILLS PROGRAM FOR YOUTH AGING OUT OF FOSTER CARE)
Strive is a holistic 12-week program to support youth ages 17-24 who are transitioning
or have transitioned out of foster care. The program helps with basic life and
26
employability skills to support a successful transition to independence.

Email Address: strive@ywcavan.org
SURVIVE TO THRIVE – SPECIALIZED EMPLOYMENT SERVICES FOR SURVIVORS

OF VIOLENCE
Survive to Thrive is a FREE 12-week program that offers specialized employment and
skills training services for survivors of violence and/or abuse.
Phone Number: 604-936-5694 and 778-877-1533
Email Address:survivetothrive@ywcavan.org
TECH CONNECT – FOR NEWCOMER WOMEN INTERESTED IN CAREERS IN IT

Tech Connect is a FREE 10-week program that supports newcomer women with IT
experience to secure a career in B.C.’s booming tech industry.
Email Address: techconnect@ywcavan.org
TECHLINK – HELP DESK EMPLOYMENT PLACEMENT AND COMMUNITY SERVICE

PROGRAM FOR INTERNATIONALLY TRAINED INDIVIDUALS
TechLink is a FREE 22-week program that provides EI-eligible internationally-trained
professionals or Canadians with limited work experience with training and work
experience in tech.
Email Address: techlink@ywcavan.org
27
ACCEPTANCE OF TERMS
Preferred Communication Methods
In order to provide you with the best service we need to maintain ongoing contact
with you. Please indicate how you would like to be contacted by WorkBC Career
Advisors. Please check off all that apply:
X Phone Text X Email
Please note you may opt out of communications at any time by contacting your
Career Advisor directly.
Virtual Service Delivery

Please check one:
X I have read, understood and agree with the Virtual Code of Conduct included on
page 8 of the handbook and consent to accessing WorkBC services virtually.
X
I have read and understood the Virtual Code of Conduct included on page 8 of
the handbook and do not consent to accessing WorkBC services virtually or would
like to revoke previous consent to virtual services.
Consent for virtual services can be revoked at any time by selecting the second
option above and resubmitting to your Career Advisor. Your consent will be
renewed annually.
Hatice Demirci
I _________________________________________ have read, understood and agree
to the information provided in this handbook. My rights and the issues resolution
process have been communicated to me prior to the onset of service.
Participant Signature_____________________________________
23/03/2023
Date_____________________________________
If you are not able to sign and return, please email your consent (within the body of
an email) to your Career Advisor. Thanks!
We look forward to working with you.
28
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YWCA METRO VANCOUVER

ABOUT YWCA METRO VANCOUVER 3

OUR APPROACH TO SERVICE 4

ABOUT OUR TEAM 5

CLIENT BILL OF RIGHTS 6, 7

WORKBC VIRTUAL SERVICES INFORMATION & CONSENT 9. 10

ISSUES RESOLUTION PROCESS 11, 12

DECISION REVIEW PROCESS 13, 14

SERVICES FOR WORKBC JOB SEEKERS 17 - 22

LOCATIONS & CONTACT INFORMATION 23 - 27

ABOUT YWCA METRO VANCOUVER

OUR APPROACH TO SERVICE

ABOUT OUR TEAM

CLIENT BILL OF RIGHTS

Right to be free from harm

WORKBC VIRTUAL SERVICES

System/Platform Purpose Technical Assistance

Zoom Online Workshops Access technical support

• An overview of the system’s functions (mute/unmute, video off/on) will be reviewed

ISSUES RESOLUTION PROCESS

DECISION REVIEW PROCESS

Send your concern(s) in writing to the Centre Manager. If

The Centre Manager will:

An AD/ Dir will review the documentation originally used

If the issue is unresolved, an AD/ Dir will forward

The neutral third party will review the

All Client-related complaints, concerns and decision-

HEALTH AND SAFETY

SERVICES FOR WORKBC JOB SEEKERS

EMPLOYMENT RESOURCE CENTRE

JOB SEARCH SUPPORTS

OCCUPATIONAL SKILLS TRAINING

SHORT TERM ORIENTATION AND TRAINING (STOC)

ACADEMIC UPGRADING & ESL TRAINING

WAGE SUBSIDY WORK EXPERIENCE

PROJECT BASED LABOUR MARKET TRAINING (PBLMT)

JOB CREATION PARTNERSHIP (JCP)

JOB DEVELOPMENT SERVICES

CUSTOMIZED EMPLOYMENT DEVELOPMENT SERVICES

UNPAID WORK EXPERIENCE

LEARNING EMPLOYMENT AND DEVELOPMENT SKILLS (LEADS)

SHORT DURATION TRAINING

LOCATIONS & CONTACT INFORMATION

SERVING VANCOUVER SOUTH:

PROGRESSIVE INTERCULTURAL COMMUNITY SERVICES SOCIETY (PICS)

SOUTH VANCOUVER NEIGHBOURHOOD HOUSE

SERVING NORTH VANCOUVER:

IMPACT NORTH SHORE

WORKBC CENTRE PORT COQUITLAM

WORKBC CENTRE PORT MOODY

SERVING VANCOUVER MIDTOWN-WEST:

ADDITIONAL EMPLOYMENT PROGRAMS

CHANGING GEARS – FOR WOMEN SEEKING EMPLOYMENT IN TRUCKING

ELEVATE SKILLS – FOR IMMIGRANT WOMEN

FOCUS@WORK – FOR WOMEN SEEKING EMPLOYMENT

GEAR UP - BIKE MECHANIC TRAINING PROGRAM FOR YOUTH

IN MOTION & MOMENTUM+

JOB FUTURES 55+

ONLINE ESSENTIALS – FOR YOUTH SEEKING EMPLOYMENT IN ADMINISTRATION,

employability skills to support a successful transition to independence.

SURVIVE TO THRIVE – SPECIALIZED EMPLOYMENT SERVICES FOR SURVIVORS

TECH CONNECT – FOR NEWCOMER WOMEN INTERESTED IN CAREERS IN IT