Information Officer, Lead Information Officer, and District Admin Support

Role Responsibilities

The Cold Lake District is looking for motivated, courteous and hard-working individuals with exceptional customer service skills to fill the Informaiton Officer and Lead Information Officer positions.

Information Officers are the first point of contact for visitors to the Provincial Parks. The role inside of the booth is to create a positive experience for visitors by providing, useful and timely information about the park activities, rules and regulations, campground registration and nearby amenities. The role focuses on exceptional front-line customer service, in person, on the phone and through email. It also includes cash handling, concession/retail management and administrative duties.

Often, Information Officers are the main point of communication for other streams working within the park. You will need to utilize your communication skills, responding to and keeping others up to date with information to manage campground issues.

These are full-time positions based at the campground registration booth.

The Seasonal District Support (AS3) position has a combination of duties by assisting the team responsible for running daily operations of the park facilities such as the district office, registration booths, camp stores and concessions. This position's primary purpose is to provide a front-line contact for Alberta Parks by providing excellent customer service, and current and effective information delivery. In addition, this position also provides support to the Visitor Services Supervisor thru revenue tracking and reconciliation along with various administrative tasks.

The Lead Information Officer (AS3) focuses on higher level administrative and leadership tasks, scheduling, staff training, visitor concern management, on site troubleshooting, retail inventory management. The Lead Information Officer oversees the Information Officers (AS2) and helps the Information Officers (AS2) as needed.

The Information Officer (AS2) duties include the day-to-day operations at the registration booth/concession. Responsibilities include, but are not limited to, providing exceptional front-line customer service while registering campers and delivering information around park activities, regulations, and nearby amenities. Information Offiers (IOs) are expected to provide a welcoming and inclusive environment for all visitors in-person, over the phone or online. Information Officers need to have strong time management skills, pay attention to detail and work well under pressure. They must also possess strong conflict resolution skills to manage customer complaints and facilitate feedback.

We are currently looking to hire:
•    1 Seasonal District Support 
•    5  Information Officers (IOs) 
•    1 Lead Information Officers

As an Information Officer (AS2), duties and responsibilities include but are not limited to:

Administrative Duties
•    Record necessary safety, accident or wildlife occurrence information on reports and ensure they are delivered to the appropriate member of staff in a timely manner. Maintain lost and found records; tag and organize found items in an efficient manner
•    As directed by the Supervisor, assist in the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park
•    Maintain and improve knowledge of relevant recreational and tourist opportunities to respond to in-person and telephone/email requests for information on recreational activities, facilities, public safety issues, tourism and travel opportunities and provide area orientation

Role Responsibilities Continued

Business Operations (Booth, Camp Store, Concession)
•    Acquire understanding and ability to use all functions of the Shop.AlbertaParks.ca system in order to register campers, process changes such campsites and/or check-out dates, cancel reservations, complete check-outs, record reservations and processes payments or refunds using the system
•    Preference for proficiency with ASPIRA software and functions to operate cash register and point of sale machine, ensuring floats and cash outs are accurate and balanced
•    Ensure building security through effective opening and closing tasks/procedures, ensuring facilities are kept clean, organized, secure, and safe at all times; reporting maintenance issues immediately
•    Ensure hours of operation are communicated to visitors and facility is open during scheduled hours
•    Retail sales of product and services which include: firewood, concession items, ice and ice cream, and rentals (where applicable)
•    Responsible for inventory management and control – restocking of merchandise, general tidying and informing supervisor of any items that are low in stock

Customer Service and Communication
•    Provide exceptional customer service as the first point of contact for day users and overnight campers – greet and welcome all visitors in a friendly, approachable, and professional manner
•    Strong communication skills when working with visitors and coworkers, and an ability to interact in a friendly, informative, diplomatic, adaptable and professional manner
•    Provide accurate, concise and relevant information to park users regarding park facilities, services, activities, tours, directives, policies and regulations, as well as regional tourism opportunities and services
•    Receive, respond and manage all customer service emergencies, issues, complaints, concerns and other feedback in highly professional and appropriate manner, including referrals to other appropriate departments, as required such as caretaking, maintenance, and visitor services, and following up on any such actions as required
•    Assist and work closely with other parks program streams as required to ensure operational and visitors’ needs are met. (Park Rangers, Conservation Officers, Maintenance, Visitor Engagement and other Visitor Services Staff)
•    Identify and reports any issues or concerns with the reservation system, tills, POS, equipment, supplies, etc. in a timely manner to supervisor
•    Become a park specialist with detailed and accurate knowledge of all park areas, natural/cultural history, programs, and conditions (trails, water quality, weather, etc.) in order to assist the public with current information

Please click on this link to view the job description for Information Officer (AS2)

Role Responsibilities Continued

As the Lead Information Officer (AS3), primary duties include assisting with and performing AS2 duties in addition to some front-line administrative and supervisory tasks such as:
•    Coordinate day-to-day tasks of the team and ensure daily procedures are followed
•    Provide ongoing support to IOs through regular check-ins on progress, one-on-one training, and seasonal performance reviews - empower IOs to be independent in their roles by setting clear expectations and processes for decision-making
•    Communicate effectively when working with visitors, staff and coworkers in a friendly, informative, diplomatic, adaptable and professional manner
•    Place orders for booth and store inventory (where applicable) to ensure the proper supplies are available prior to busy campground times
•    Maintain and improve knowledge of relevant recreational and tourist opportunities to respond to in-person and telephone/email requests for information on recreational activities, facilities, public safety issues, tourism and travel opportunities and provide area orientation
•    Support the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park

Please click on this link to view the job description for Lead Information Officer (AS3)

As the Seasonal District Support (AS3), primary duties include assisting with and performing AS2 duties in addition to some front-line administrative and supervisory tasks such as:  
•    Manage a POS System, till floats to ensure that staff are able to provide appropriate change to visitors at all times
•    Review and reconcile camping and retail sales revenue, enter on spreadsheets and complete bank deposits on a weekly basis
•    Input self-registration envelopes and relevant data into spreadsheets and reconciliation forms
•    Assist Information Officers with cash out discrepancies
•    Assist Supervisor with booth and store inventory to ensure proper supplies are available
•    Assist supervisor with coordinating cover-offs for any staff absences
•    Maintain open communication with other program areas to ensure visitors’ needs are met
•    Ensure Information Officer (IO) team receive appropriate training for business operations, reservation system, and GOA processes
•    Assist supervisor with coordinating cover-offs for any staff absences

Please click on this link to view the job description for Seasonal District Support (AS3).

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.

•    Agility – You must be agile in order to anticipate and quickly adapt to changing priorities and situations to effectively meet diverse visitor needs.

•    Drive for Results – This position requires staff to have the ability to champion innovation and display high standards in programs, initiatives and services and pay attention to detail, be proactive, and demonstrate good work ethics.

•    Develop Self and Others – You must be able to proactively learn about the needs of park visitors, reflect on public interactions to identify areas of improvement and create a shared learning environment to lead the delivery of top level customer service; have the willingness to cross-train for other areas or duties such as occasionally assisting the maintenance staff.

•    Build Collaborative Environments – You have the ability to promote collaboration and commitment, encourage broad thinking on projects, work together to eliminate barriers to progress, and facilitate open and respectful dialogue using excellent interpersonal and communication skills with a positive and inclusive attitude.

•    Systems Thinking – This position is one component of a larger work environment that includes other program areas. It is important to understand how the position contributes to achieving broader Alberta Forestry and Parks goals and outcomes.

•    Creative Problem Solving –  Occasionally challenges arise and staff must assess options, understand implications and determine appropriate actions to achieve the necessary solutions and need to be able to use a wide range of communication, problem-solving skills to promptly and professionally address issues.

Qualifications

Education and Experience required:

Information Officer (Administrative Support 2)
•    High school diploma with a preference experience with point of sales machines, retail, cash handling and/or customer service.

Additional requirements to be successful in this role:
• Class 5 Driver’s License 
• Valid Driver’s Abstract
• Criminal Record Check 
• Current Standard First Aid and CPR Certificate

Assets
•    Strong customer service skills
•    Outgoing, friendly personality that enjoys working with public in a team atmosphere
•    Knowledge of Alberta Parks and direct experience with Reserve.AlbertaParks.ca
•    Familiarity with campground operations, park regulations, campground etiquette and surround Park amenities
•    Ability to work both independently and in a team setting
•    Independent problem solving and adaptability

Seasonal District Support  and Lead Information Officers (Administrative Support 3)
•    High school diploma and one year of related experience with  supervisory or leadership experience and customer service experience

Additional requirements: 
• Class 5 Driver’s License 
• Valid Driver’s Abstract
• Criminal Record Check 
• Current Standard First Aid and CPR Certificate

Assets:
•    Independent problem- solving and adaptability
•    Ability to work both independently and in a team setting
•    Well-developed interpersonal and communication skills
•    A passion for engaging customers and providing professional, informative, and diplomatic service to a variety of people
•    Outgoing, friendly personality that enjoys working with public in a team atmosphere
•    Knowledge of local tourism, amenities, local flora and fauna
•    Familiarity with campground operations, park regulations, campground etiquette and surrounding park amenities

To succeed in these roles, you should also possess:
•    Strong written and verbal communications skills to clearly communicate with the public
•    Available to work weekend and evening shifts during the season
•    Strong computer skills, including Microsoft Office (Excel, Word, Outlook, and Publisher)
•    Customer service, retail and cash-handling experience and/or administration experience

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

Terms of Employment
•    Fulfill seasonal contract (anticipated April/May 2025 and end in early September 2025).
•    Lead Information Officers and Information Officers will be required to work evenings, weekends and holidays throughout the duration of the summer as required
•    The Seasonal District Support Admin may need to work occasional weekends, evenings and holidays during the peak summer season.

Notes
•    Those selected for an interview will need to supply three work related references.
•    Training will be provided to successful candidates.
•    Shared rental accommodations may be available, dependent on Park location.

In your resume please indicate the month, year and date ranges of your education and experience, and if the experience was contract, part time, or full time.