Consumer Education & Engagement Specialist

Role Responsibilities

Reporting to the Manager, Consumer Education and Awareness, the Consumer Education and Engagement Specialist is responsible for supporting the UCA in connecting with its target audiences through effective education and public engagement practices. Working within the parameters of a Consumer Education and Awareness Program (CEAP), the position will contribute to and support a CEAP stakeholder engagement plan. The position will ensure that the plan, associated products and activities closely align with, and support, the direction and goals of the CEAP as a whole.

The position must demonstrate personal initiative to identify, establish and cultivate positive relationships with a diverse range of internal and external stakeholders. The position requires strong research, relationship-building and communications skills (including verbal, writing, editing and proofreading) to develop and deliver workshops and presentations. The position assists in identifying and responding to issues faced by electricity and natural gas consumers by initiating, developing and delivering educational programs, publications, web content and other resources that empower these consumers.

The position provides advice to UCA manager and staff on best practices in stakeholder engagement and public awareness processes and developments.

The work of the position equips consumers to make informed decisions- knowing rights and options when it comes to utilities.

1. Contributes to the development, execution and ongoing growth of the UCA's public education and engagement plans to support the objectives outlined in the Consumer Education and Awareness Program, including:

• Researching and identifying engagement and outreach opportunities and developing relationships with stakeholder organizations.
• Developing and delivering dynamic and engaging public presentations, workshops and webinars for diverse audiences
• Ensuring presentations and products align with UCA visual identity and Government of Alberta brand
• Applying a strong understanding of Alberta’s electricity and natural gas markets, including consumer issues, industry policies, practices, regulations, consumer rights and responsibilities, and changes to policies, procedures and protocols.

2. Works collaboratively with the Consumer Education and Awareness team and other UCA staff to research, write and edit consumer education resources and tools such as presentations, digital content, web and social media materials, fact sheets, tip sheets, brochures and postcards, ensuring complex market information is communicated in a simple, accurate and accessible manner.

3. Researches, provides advice on, and utilizes best practices in consumer education, stakeholder engagement and innovative presentation techniques to support the direction of the UCA, drawing on deep knowledge of Alberta’s utility markets and consumer protection landscape.

Roles Responsibilities (cont'd)

4. Collaborates with colleagues across the Division, Communications, the Ministry and Government of Alberta to ensure alignment with overall direction and objectives, identify opportunities for joint public education initiatives, and ensure adherence to Government of Alberta public engagement policy, legislation, directives and guidelines.

5. Monitors, measures and reports on the success of consumer education and engagement activities, including:

• Analyzing data to identify trends, frequently asked questions and areas of public concern
• Adapting approaches and plans accordingly
• Applying creative problem‑solving and communication skills to refine strategies.

6. Builds relationships with outside agencies and within government, including:

• Responding directly to consumers across Alberta and beyond on a wide variety of UCA subjects
• Providing courteous, timely and accurate information and advice on Alberta’s electricity and natural gas retailers and markets, including available retailers, contracts, regulated retailers and navigation of the UCA website
• Providing appropriate referrals to other government departments and outside agencies when inquiries fall outside the UCA mandate or require mediation
• Assisting consumers with problems or concerns using sound judgment and clear communication while engaging online and in person with stakeholders.

7. Supports diverse engagement activities, including:

• Working at trade shows and events to provide information to consumers
• Ability to work out of town for up to four days, schedule flexibility, including evenings, weekends or overtime and ability to work independently
• Extended periods of standing and lifting up to 30 lbs
• Having a valid driver’s licence
• Adapting to various tasks and situations, including influencing courses of action or recommending solutions.

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.

• Creative Problem Solving: Has the ability to provide solution-focused strategies and leverage collaborative opportunities to solve issues as they arise.
• Systems Thinking: Has the ability to explain how the different parts of government work together to form answers. Has the ability to synthesize information to support the integration of systems to develop and inform vision, goals and actions. 
• Agility: Has the ability to anticipate and understand changing environments, changing scopes/requirements and to adjust project plans and actions. Able to adjust messaging to make it accessible for various audiences. 
• Develop Networks: Works with a diverse range of stakeholder groups and must be able to develop collaborative relationships.

Qualifications

University graduation in a related field (Education, Communications, Commerce/Marketing); plus 2 years progressively responsible related experience; or equivalent as described below.

Directly related education or experience considered on the basis of:

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

Required experience:

• Experience developing and delivering presentations, workshops and webinars.
• Experience managing tight timelines and multiple requests, balancing individual contributions with content best-practices, and with brand and messaging consistency.
• Experience interacting with a variety of stakeholders representing diverse interests and perspectives.

The following assets will be considered:

• Knowledge of how Alberta's utilities system works.
• Experience developing public education and engagement materials, including report writing.

Other Requirements:

• Must be available for travel and able to work evenings and weekends.
• Must have a valid driver’s license.
• Required to transport boxes of materials and presentation supplies.

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

Hours of Work:

• 8:15 am to 4:30 pm.
• 36.25 hours per week (full-time) Monday to Friday.

Term of Employment:

• Temporary (1 Year).

Location:

• Edmonton.

Requirements:

• Class 5 Driver's License is required.
• Must be able to work evenings and weekends.
• Be able to work independently and alone for long periods of time and extended periods of standing and lifting up to 30 lbs are required.

In your resume, please include dates (including months and years) associated with all education and work experience. For example, January 2006 – June 2009 (part-time). This example is provided for illustrative purposes only. Applicants are encouraged to present their information clearly and thoroughly, using a format that best conveys their experience.

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 have 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.
• Leadership and mentorship programs.