Intake Officer

Role Responsibilities

Key Responsibilities
As the Intake Officer, you will serve as the primary point of contact for all licensing-related inquiries, critical incident reports, and complaints received through the main phone line and Licensing Office email. Your responsibilities will include:
Client & Public Interaction

• Respond to inquiries from operators, residents, and the public via telephone and email.
• Provide clear, timely information regarding licensing processes and requirements.
• Manage and document all communication, ensuring accurate and professional correspondence.

Document & Data Management

• Receive, review, and verify licensing documents, reportable incident submissions, and complaint/investigation materials.
• Perform accurate data entry and maintain up to date records in relevant systems.
• Support electronic records management and oversee proper storage, organization, and distribution of documentation.

Licensing & Incident Processing

• Process licensing applications and renewals.
• Review and log reportable incident reports and complaint files.
• Track and route documentation according to established procedures and timelines.

Reporting & System Support

• Assist the Licensing Office Manager in producing reports related to incidents, complaints, and new applicants.
• Participate in user acceptance testing for ASTRAL IT and imaging system enhancements or updates.

Administrative Support

• Prepare, format, and distribute written correspondence and internal documentation.
• Support general office operations to ensure smooth workflow within the Licensing Office.
  
  

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.

• Drive for Results: Consistently meets deadlines and maintains accuracy while handling high volumes of licensing inquiries, incident reports, and documentation. Demonstrates commitment to completing tasks efficiently and ensuring high-quality service to operators, residents, and the public.
• Systems Thinking: Understands how licensing processes, incident reporting, complaint management, and data systems (such as ASTRAL and imaging platforms) connect and impact one another. Anticipates downstream effects of decisions and ensures information flows smoothly across the Licensing Office and inspection team.
• Agility: Adapts quickly to shifting priorities, sudden critical incidents, and changing workloads. Responds promptly to new information, evolving client needs, and system updates, maintaining professionalism and accuracy under pressure.
• Creative Problem Solving: Applies sound judgment and resourcefulness when addressing complex inquiries, incomplete documentation, or unusual licensing situations. Identifies practical solutions that support efficient processing, compliance, and positive client experiences.

Qualifications

Education and Experience

High school diploma and a minimum of four (4) years of related experience in roles involving customer service, administrative support, licensing, compliance, or records management.

Equivalency: A combination of education and directly related experience will be considered on the basis of one year of education for one year of experience or one year of experience for one year of education.

Assets:

• Strong time management skills and the ability to prioritize work effectively.
• Excellent attention to detail and a high level of accuracy.
• Knowledge of operational policies, procedures, and provincial privacy legislation.
• Experience with records management practices and systems.
• Ability to work independently while contributing positively to a team environment.
• Strong verbal and written communication skills in English.
• Intermediate proficiency in Microsoft Word, Excel, Outlook, and Adobe Pro.
• Ability to multi task, demonstrate initiative, and manage competing priorities. 

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 are 36.25 hours weekly.

Location: Edmonton only. 

This posting is to hire to one temporary position until 31 March, 2028

Final candidates will be required to undergo a security screening.

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.