Early Resolution Officers

Role Responsibilities

Are you a skilled decision-maker who thrives at the intersection of legislation, advocacy, and client service?

Join our team as an Early Resolution Officer, where you will play a key role in assessing and triaging worker appeals, identifying opportunities for early resolution, and ensuring clients receive the right support at the right time. Your work will directly impact outcomes for injured workers across Alberta while contributing to a high-volume, client-focused environment.

Reporting to the Manager, Intake and Administration, the Early Resolution Officer is the front-line decision-maker for Worker Advisor Branch intake, responsible for reviewing over 1,000 files annually to determine their suitability for Advisor Office services.

Drawing on expertise in the Workers’ Compensation Act and WCB policies, you will identify issues under review, assess file complexity, and determine the most appropriate course of action. This includes deciding whether files are:

• Suitable for early resolution through negotiation with the WCB;
• Premature or not yet ready for Advisor Office services;
• Best addressed through client education or referral to other resources; or
• Ready for assignment to a Worker Advisor, including recommendations on complexity and appropriate assignment level.
  
  

You will also provide timely, accurate, and empathetic support to clients awaiting Advisor assignment and ensure that only complete, well-defined files proceed to the advisory stage. Through effective triage and early intervention, you will support strong client outcomes, operational efficiency, and high-quality advocacy services.

As Early Resolution Officer, you will be accountable for:

• High Volume File Intake, Screening & Complexity Assessment.
• Early Resolution & Issue Identification.
• Client Education & Redirecting Premature Files.
• Interim Client Support & Customer Service.
• Evidence Review, Policy Interpretation & Procedural Integrity.
• Advisory Support & Organizational Efficiency.
  
  

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: Anticipates and incorporates broader trends, risks, and the political environment into decision-making, aligning actions with organizational goals and proactively addressing behaviours that may hinder progress.
  
  
• Creative Problem Solving: Uses diverse approaches to analyze problems, fosters an environment where others can contribute ideas, brings the right people together, and drives innovative solutions for the organization.
  
  
• Agility: Identifies opportunities for improvement, adapts to shifting priorities, and integrates change into workflows while remaining composed under pressure and supporting others.
  
  
• Drive for Results: Anticipates challenges, removes obstacles to collaboration and results, upholds principles, and addresses issues directly while aligning solutions with organizational priorities.

Qualifications

University graduation in a related field (e.g. commerce, social sciences, public administration, etc.) supplemented with legal, business or insurance courses plus 2 years progressively responsible related experience; or equivalent as described below.

Equivalency: 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.
  
  

The position requires the following knowledge, skills and abilities:

• In-depth knowledge and application of the following:
  • Workers' Compensation Act, related legislation, regulations, policies, procedures, systems and applications
  • The Alberta Permanent Clinical Impairment Guide
  • The Interpretation Act
  • The laws of natural justice, tribunal processes and the Appeals Commission for Alberta Workers' Compensation's rules and regulations
    
    
• The ability to access and interpret additional legislation for specific appeal issues.
• Experience in case management within a legal, regulatory, or oversight setting, with the ability to intake files effectively.
• Experience interpreting and applying policies and procedures, ensuring compliance with established guidelines and regulatory requirements.
• Analytical and critical thinking skills to assess files and determine jurisdictional applicability. Excellent attention to detail to ensure file accuracy, completeness, and proper documentation.
• Strong organizational and time management skills, with the ability to review and process multiple files simultaneously.
• Ability to work independently and collaboratively in a fast-paced, high-volume environment.
• Effective communication skills to tailor content to different audiences.
• Proven critical and creative thinking skills for business enhancements.
• Demonstrate flexibility, adaptability, initiative, sound judgment, and creativity.
• Work experience in the field of law, health and safety, medical or vocational rehabilitation is considered an asset.
  
  

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

There are two onsite positions available: one (1) permanent and one (1) temporary 18-month position, working full-time (36.25 hours per week, Monday to Friday).\The position location is in Edmonton or Calgary.

In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part time or full time.

A cover letter outlining how your experience relates to the qualifications of this role is required.

As part of the interview process, applicants may be required to complete a written assignment.

The final candidate may undergo pre-employment checks and reference checks.

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.