Information Officer

Role Responsibilities

Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced call Centre environment?  
If yes, we have an incredible career opportunity for you!

Reporting to the Team Lead, as the Information Officer, you will be primarily responsible for providing courteous, timely and accurate information or advice to callers regarding legislation and associated programs. Information to callers include guidance on avenues available; legislative controls related to their concerns; and referrals to other government departments and outside agencies. The position responds to public inquiries regarding the following skill sets.

The Service Alberta Health Contact Centre (SAHCC) service responds to over 300,000 calls and 6,000 emails per year from Albertans requiring information, problem resolution, eligibility determinations, referrals and other assistance qualifying for and accessing Alberta Health Care (AHC) services. Your main responsibilities will be to provide full and accurate information services to callers via the telephone regarding all aspects of health legislation and related programs in a courteous and timely manner.  

To be successful in this role you will need to demonstrate:

• Excellent written and verbal communication skills.
• The ability/willingness to work in a fast-paced challenging team environment, .multi-task and be self-directed while maintaining a high level of productivity and quality.
• Strong and creative problem-solving skills.
• The ability to function independently.
• The ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
• Familiarity with programs administered by other government departments and agencies.
• The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.
• Strong keyboarding skills.

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: you will consider how work completed can impact a variety of other groups/projects inside and outside the Alberta Public Service. 
• Creative Problem Solving: you will assess options and implications in new ways to achieve outcomes and solutions.
• Agility: you will need to provide results in a complex, diverse, and changing environment. 
• Drive for Results: you will work with your team to set goals and priorities and to deliver outcomes that are consistent with the direction of the department. 
• Develop Networks: you will proactively build networks, connect, and build trust in relationships with different stakeholders.
• Build Collaborative Environments: you will lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• Develop Self and Others: you will drive by example a team culture that is focused on continuous learning and growth and encourage self-development through experience sharing.
   

Qualifications

High school diploma and three years of related experience. 

Equivalency: Please see below.

Preference will be given to the following:

• Customer Service Experience
• Experience working with Microsoft Office (Outlook, Word and Excel), strong keyboarding skills are required
• Knowledge of CXone, Reflections, and ServiceNow or similar computer programs.
• Knowledge of Acts, Legislation and Agreement including but not limited to 
• FOIP Act and appropriate regulations. 
• At least 6 months high volume call center experience.

Equivalencies:

• A one-year certificate and two years of related experience.
• A two-year diploma and one year of related 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

Hours of work:  Monday – Friday, 8:15AM -4:30PM 

Location: Terrace Building, 9515 - 107 Street, NW. This is a in-office, on-location 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. 

Links and information on what the GoA has 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
• Management Employees Pension Plan (MEPP) - https://www.mepp.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.