RoadSafetyBC
Multiple Position Numbers
JOB PROFILE
JOB STORE # 103
RoadSafetyBC is the lead provincial agency for road safety and is responsible for setting strategic
direction and ensuring a provincial approach to road safety throughout British Columbia.
RoadSafetyBC regulates drivers and operates a number of programs to help ensure the safe and
responsible operation of motor vehicles in B.C.
TITLE: INTAKE AGENT - REMEDIAL PROGRAMS
CLASSIFICATION: CLERK 11
JOB OVERVIEW
The primary role of an Intake Agent in Remedial Programs is to review cases to make initial determinations or
recommendations within established criteria and guidelines. The work requires a high attention to detail and
the ability to use discretion when making decisions. Remedial Programs has a high volume of work and Intake
Agents must be able to adapt well to change and shifting priorities.
ACCOUNTABILITIES
Required:

Receives and acknowledges correspondence from drivers.

Reviews supporting information to ensure documentation on case file is complete.

Assesses information provided and where appropriate, refers drivers to other programs or services.

Contacts clients and/or other stakeholders to clarify conflicting/missing information required to
support the decision making process.

Reviews legislation, standards and policies governing the program and makes determinations within
established criteria or recommends the appropriate action to senior staff and/or management.

Maintains current knowledge of legislation, regulations, and guidelines.

Participates in the training and mentoring of new staff, and collaborates with colleagues to share
information and processes.

Reviews and performs quality assurance on the work of peers.

Reviews program participation and makes decision following program guidelines.

Enters case information in database(s) and maintains case files.

Seeks guidance from management and/or senior program staff on unusual matters.

Escalates cases to senior staff when matters are outside established criteria or where issues are more
complex.
Career Group:
Job Family:
Administrative Services
Administrative Support
Job Stream:
Role:
Revised Date:
Administration
May 2017

Provides information to staff, the public, and stakeholder agencies regarding program policies and
procedures.
Optional:

Proofreads, types and/or formats correspondence and procedures.

Calculates fees and/or refunds.
Career Group:
Job Family:
Administrative Services
Administrative Support
Job Stream:
Role:
Revised Date:
Administration
May 2017
TITLE: INTAKE AGENT - CLIENT SERVICES
CLASSIFICATION: CLERK R11
JOB OVERVIEW
This position is based in a busy Contact Center providing front- line customer service via telephone to the public
and stakeholders. The primary duties involve providing program information to the public and stakeholders by
telephone as well as processing a high volume of documents and data entry in various databases. Intake
Agents are responsible for receiving, reviewing and validating incoming submissions and clarifying case
information with the public and stakeholders over the phone. The Intake Agent makes initial determinations
and/or recommendations within established criteria and guidelines.
ACCOUNTABILITIES
Required:

Provides information to staff, the public, and stakeholder agencies regarding program policies and
procedures.

Escalates cases to senior staff when matters are outside established criteria or where issues are
contentious.

Assesses information provided to determine if issue is within the jurisdiction of the program and when
it is not, refers clients to other programs or services.

Receives and acknowledges submissions from clients.

Reviews supporting information with client by telephone to ensure documentation on case file is
complete.

Contacts clients and/or other stakeholders by telephone to clarify conflicting/missing information
required to support the decision making process.

Reviews legislation, standards and policies governing the program and makes determinations within
established criteria or recommends the appropriate action to senior staff and/or management.

Enters case information in database(s) and maintains case files.

Seeks guidance from management and/or senior program staff on unusual matters.
Career Group:
Job Family:
Administrative Services
Administrative Support
Job Stream:
Role:
Revised Date:
Administration
May 2017
TITLE: INTAKE AGENT – APPEALS REGISTRY
CLASSIFICATION: CLERK 11
JOB OVERVIEW
To receive, review and validate incoming applications, disclosure documents, court documents, submissions
and clarify case information with applicants. The Intake Administrator works in a dynamic environment and
must use a high level of discretion and judgment when dealing with sometimes difficult applicants. The Intake
Administrator must remain neutral in order to resolve problems by identifying and interpreting the legislative
provisions that may apply in each case and explain the options available, both within and outside the
legislation. The work requires excellent communication skills combined with the ability to diffuse difficult
situations and deal effectively with emotionally charged individuals while focusing on satisfactory outcomes.
Intake Administrators work as part of a team in a high volume, demanding and fast-paced environment and
must be able to respond promptly to changing priorities and deadlines.
ACCOUNTABILITIES
Required:

Receives and acknowledges submissions from clients.

Reviews supporting information with client to ensure documentation on case file is complete.

Assesses information provided to determine if issue is within the jurisdiction of the program and when it is not,
refers clients to other programs or services.

Contacts clients and/or other stakeholders to clarify conflicting/missing information required to support the
decision making process.

Reviews legislation, standards and policies governing the program and makes determinations within established
criteria or recommends the appropriate action to senior staff and/or management.

Enters case information in database(s) and maintains case files.

Seeks guidance from management and/or senior program staff on unusual matters.

Escalates cases to senior staff when matters are outside established criteria or where issues are contentious.

Provides information to staff, the public, and stakeholder agencies regarding program policies and procedures.

Proofreads, types and/or formats correspondence, appeal documents, investigation and inspection reports from
drafts or written notes.

Calculates fees and/or refunds.

Books hearing facilities.
Career Group:
Job Family:
Administrative Services
Administrative Support
Job Stream:
Role:
Revised Date:
Administration
May 2017
JOB REQUIREMENTS (ALL POSITIONS)

Grade 12 graduation or equivalent.

Minimum of 6 months experience interpreting and applying legislation, regulations and/or policies.

Minimum of 1 year providing information and services to the public in person and/or via telephone.

Minimum of 6 months experience providing client service in an adversarial environment dealing with
irate clients.

Experience working with word processing and client management systems entering data.

Preference may be given to those with previous Contact Centre experience (for Intake Agent – Client
Services position only).
BEHAVIOURAL COMPETENCIES

Concern for Order

Service Orientation

Listening, Understanding and Responding

Teamwork and Co-operation

Results Orientation

Analytical Thinking

Problem Solving/Judgement

Self-Control
Career Group:
Job Family:
Administrative Services
Administrative Support
Job Stream:
Role:
Revised Date:
Administration
May 2017