Child Care Family Portal Representative

Role Responsibilities

Ready for your next career opportunity? Bring your skills, experience, and passion where your contributions matter and your work can make a real difference.

As a Family Portal Representative, you will support families and childcare providers by reviewing information, applying policies, resolving complex issues, and ensuring accurate, consistent, and client-focused service delivery.

Key Responsibilities:

Advanced Operational Support

• Provide support on complex requests, account issues, payment concerns, and unusual client circumstances.
• Research issues across systems and information sources to determine appropriate next steps.
• Identify matters requiring supervisor, program, policy, fraud, collections, licensing, or technical review.
• Support application of operational policies, procedures, and service standards.
• Act as an operational resource for less experienced staff when requested.

Quality Assurance

• Resolve complex account, payment, and client service issues.
• Review information to identify discrepancies, processing errors, and potential payment issues.
• Support corrective actions to resolve errors and prevent recurring issues.
• Application of policies, procedures, privacy, and documentation standards.
• Report quality concerns and recommend improvements.
  
  

System and Process Improvement

• Identify recurring portal, workflow, system, and service issues.
• Document issues, impacts, and supporting examples
• Support testing and process improvements.
• Recommend improvements to portal functionality, processes, and client resources.
• Identify and recommend process improvements.

Trend Identification and Reporting

• Track recurring client, account, processing, and service issues.
• Identify emerging trends, risks, and workload pressures.
• Maintain accurate operational data and statistics.
• Prepare operational summaries and observations for review.

The Job Description is provided for further details on 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

Demonstrate systems thinking by considering the impact of decisions on families, childcare providers, program delivery, and related business areas.

Agility

Adapting to changing priorities, policies, and systems, while identifying opportunities to improve processes and service delivery.

Creative Problem Solving

Recognize trends and opportunities for improvement, share knowledge and best practices, and work collaboratively with stakeholders to improve processes, service delivery, and client outcomes.

Drive for Results

Identify processing delays, recurring issues, and system challenges, by recommending practical solutions, and work collaboratively with staff and stakeholders to improve service delivery. 

Qualifications

Minimum Recruitment Standards

High School Diploma and three years of related experience.

Equivalency: Directly related experience or education considered on the basis of:

one year of experience for one year of education or

one year of education for one year of experience.

In addition to the minimum qualifications, the following knowledge, skills, and experience would be considered strong assets:

• Experience applying policies and program requirements.
• Strong analytical and problem-solving skills.
• Experience resolving complex client and service issues.
• Knowledge of privacy and information management requirements.
• Proven ability to support process improvements.
• Ability to provide guidance and share knowledge.
• Strong judgment, accuracy, and attention to detail.
• Capable of managing competing priorities and high workloads.
• Experience managing a high volume of telephone inquiries while maintaining accuracy, professionalism, and efficiency.  

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

Notes

Hours of Work:

Monday to Friday (8:15am – 4:30pm)

There are two (2) Full time permanent positions.

Location: Edmonton. Preference will be given to candidates residing in Edmonton.

A cover letter is required and should clearly demonstrate how your background and experience align with the role's requirements.

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

The final candidate for this position will have to complete the checks indicated below: -

• Applicants being considered for this position will be required to complete Level 1 Enhanced Security Screening as part of the pre-employment checks for this position.
• Applicants being considered for this position will be required to complete Vulnerable Sector checks as part of the pre-employment checks for this position.

We will accept criminal records check (CRC) which have been completed within the last six months as per policy.

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 we have 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.