Case Officer

Role Responsibilities

The Alberta Automobile Care-First Tribunal (ACT) was established as an independent appeal body under the Automobile Insurance Act to resolve disputes between claimants and insurers about decisions made on claims for compensation under the Care-First system. The Tribunal reports, through its Board, to the President of Treasury Board and Minister of Finance.

The Case Officer supports the Tribunal's dispute‑resolution processes by managing intake, triage, file coordination, and communication with parties throughout the appeal lifecycle. The role ensures files move efficiently through early resolution, mediation, and hearing pathways, are procedurally fair, and meet readiness requirements. The Case Officer applies Tribunal rules, policies, and evidence‑handling requirements to maintain high‑quality documentation and support the Tribunal's mandate for timely, impartial, and accessible administrative justice. 

• Conducts intake, issue identification, and documentation checks to ensure submissions meet legislative and procedural requirements.
• Applies Tribunal rules, policies, and fairness principles to support neutral, accurate, and timely file progression.
• Escalates complex procedural questions or legislative interpretation issues to the Director, seeking direction when needed.
• Manages a caseload in accordance with program standards, timelines, and quality expectations.
• Flags vulnerable or complex files and collaborates with the Director on appropriate supports or escalations.
• Reviews incoming appeals for completeness, eligibility, and clarity of issues, requesting missing information where required.
• Identifies procedural issues, such as late disclosure, unclear issues, or conflicting evidence, and seeks direction on appropriate actions.
• Ensures files meet procedural fairness standards, including disclosure, completeness, and documentation quality.
• Updates case‑management system (CMS) records, templates, and documentation to ensure accuracy and consistency.
• Provides input into scheduling, forecasting, and workload planning by maintaining accurate case data.
• Participates in initiatives to enhance digital workflows, templates, and user experience within the CMS.

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.

Systems Thinking - Considers and plans for how current policies, processes and methods might be affected in the short, medium, and long-term by broader trends.

Creative Problem Solving- Identifies several analytical techniques and sources of knowledge to break apart complex problems.

Drive for Results - Forecasts potential challenges with the project implementation and negotiates major issues in advance.

Agility- Creates opportunities for improvement, recognizing the importance of timing and being prepared to take action when appropriate.

This link will assist you with understanding competencies.

Qualifications

University Graduation in Public Administration, legal studies, justice, social sciences, business or an equivalent combination of education plus 2 years progressively responsible related experience.

Equivalency:

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

Some of the key competencies include:

• Experience in case management, client service, regulatory    environments, insurance, or administrative processes.
• Experience interpreting legislation, policy, or program guidelines and applying them within established frameworks.
• Experience handling sensitive information and maintaining confidentiality.
• Experience with high‑volume workflows or multi‑stage processes.
• Experience in tribunal, regulatory, legal, or dispute‑resolution environments is considered an asset.
• Knowledge of administrative fairness, evidence requirements, and documentation standards.
• Understanding of property and casualty insurance, Alberta's auto insurance system, including knowledge of various stakeholder groups and familiarity with issues, trends and directions.
• Strong organizational, analytical, and file‑management skills in fast‑paced environments.
• Ability to apply triage criteria, assess completeness, and identify gaps in submissions.
• Clear written and verbal communication skills, including preparing correspondence and explaining processes to parties.
• Proficiency with digital tools, case‑management systems, and document management systems.
• Understanding of Alberta privacy legislation, and secure evidence‑handling requirements.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

This is a Permanent full-time position working 36.25 hours per week, Monday to Friday (In-office). Location is 10303 Jasper Avenue Edmonton Alberta.

Candidates may be asked to participate in a written assessment.

Candidates with lesser qualifications may be considered at a lower classification and salary. This competition may be used to fill current and future vacancies at equal or lesser classification across the Government of Alberta.

Final candidates will be required to undergo a security screening.

• Final candidates will be required to undergo a criminal records check (CRC).
• Applicants being considered for this position will be required to complete a level 2 Security screening (including an enhanced criminal record check along with a credit check) as part of the pre-employment checks for this position.

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. 

What the Government of Alberta has to offer:

• Working for the Alberta Public Service
• Public Service Pension Plan (PSPP)  
• Alberta Public Service Benefit Information
• Professional learning and development
• Research Alberta Public Service Careers tool
• Positive workplace culture and work-life balance.