Case Coordinator

Role Responsibilities

The Advisor Office has an exciting, permanent and temporary opportunities for an energetic and positive Case Coordinator!
 
The Advisor Office has two independent Branches: one representing the interests of workers (Worker Advisor Branch), and the other representing the interests of employers (Employer Advisor Branch). Reporting to the Team Lead, Case Coordinator, the role of the Case Coordinator is to provide the initial intake function for the Advisor Office by identifying client needs, providing accurate and timely information about Advisor Office programs and services, then assisting with guidance throughout the process.

The Case Coordinator’s duties will include administrative assistance to the staff of the Advisor Office while providing excellent customer service. The role assesses problems and situations and applies applicable policies and procedures in order to identify options and develop an appropriate course of action within parameters provided. The Case Coordinator is required to resolve routine procedural problems, resolve conflicts in work assignments and priorities, as well as identify and involve appropriate resources to address issues needing immediate response.
  
Specific accountabilities include:
 

• Responsible for providing excellent customer service to all walk-in, on-line and telephone inquiries.
• Monitoring mailboxes for incoming intake forms.
• Handles all Advisor Office correspondence (physical mail, e-mail, and faxes) ensuring it is triaged and distributed in a timely fashion.
• Triage clients by identifying needs and providing guidance on Advisor Office services.
• Entering information into systems/databases to create or update existing client files.
• Ensuring the proper completion and distribution of intake forms and related correspondence.
• Answering basic questions about the appeal process.
• Completing an initial contact checklist and updating the file accordingly.
• Acting as the client's primary Advisor Office contact until the Advisor's first contact.
• Provides administrative support services including reception duties, mail distribution, photocopying, data entry and proofing of correspondence.
• Responsible for taking and transcribing minutes for Advisor Office meetings, including following up on action items assigned by leadership.
• Responsible for monitoring progress on files/issues, and monitor for any incoming claim files and request file updates throughout the life of a claim.
• Accurately updates business systems doing data entry.
• Updates and maintains statistical records to support management goals.
   

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Systems Thinking:
 

• Understands how work contributes to the achievement of department goals.
• Asks questions to understand broader goals and objectives. Works with others to align activities.
• Works with others to identify and address interdependent activities that require collaboration.

Creative Problem Solving:
 

• Breaks straightforward problems down into manageable components to identify what needs to be done.
• Asks questions to get a deeper understanding of the present issue.
• Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

Agility:
 

• Remains calm and composed even in difficult or stressful situations. Is able to see the positive side to a difficult situation. Remains optimistic and perseveres in finding solutions.
• Anticipates the emotional triggers of others and prepares to mitigate reactions and maintain composure and productivity, especially during conflict or highly challenging situations.
• Recognizes how own emotions affect performance. Knows the signs that indicate feelings and uses them as a guide. Ensures that own emotions do not affect others negatively.

Drive for Results:
 

• Identifies underlying causes for success or lack of success which may or may not involve self and takes action to ensure future success.

Qualifications

High school diploma and three years of administrative experience.

Equivalencies will be accepted on the basis of:
 

• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education

For your application to be considered, a cover letter explaining your qualification and suitability for this role is required to be attached with your application.

Knowledge:
 

• A post-secondary education in office administration is an asset.
• Knowledge of government legislation, policies, procedures and practices.
• Knowledge of legislation and policy procedures, from a government perspective, including the Freedom of Information and Protection of Privacy Act (FOIP Act) and Records Management Regulation.
• Understanding of Government of Alberta records management policies and procedures.
• Some knowledge of internal and external resources to solve urgent or emerging issues.
• A suitable combination of education and experience may be considered.

Experience:
 

• A minimum of three years administrative experience.
• Experience in a claim’s environment, insurance, rehabilitation or other related fields desirable.
• Some experience in interpretation/application of policy and/or legislation.

Skills & Abilities:
 

• Ability to manage a demanding workload.
• Demonstrated organizational, time management, team skills, decision-making ability and problem-solving skills.
• Ability to work independently, take initiative, prioritize work and follow through with tasks.
• Ability to build and maintain internal and external stakeholder relationships.
• Positive attitude, team player with a strong customer service focus.
• Strong interpersonal and excellent oral and written communication skills are essential. Ability to prepare correspondence, presentations, etc. for a range of audiences and follow up on correspondence as necessary.
• Ability to negotiate acceptable solutions to administrative problems as they arise.
• Accurate keyboarding and document formatting skills.
• Basic research skills to compile information for projects.
   

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

The Advisor Office has (1) permanent opportunity for Edmonton and (1) temporary position until February 5, 2026 for Calgary.

Hours of work are Monday to Friday – 8:15am - 4:30pm for a total of 36.25 hours per week. 

Work Arrangement: Hybrid work set up - 3 days in the office and 2 work-from-home days.

For your application to be considered, a cover letter explaining your qualification and suitability for this role is required to be attached with your application.

The final candidate for this position will undergo an academic check, reference checks and provide a suitable security screening.

Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education and experience. Please clearly state the employment dates on your resume with the month and the year.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

Links and information on what the GoA has to offer to prospective employees:
 

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs.