Lead Hand, Income Support Advisor

Role Responsibilities

The ISCC Lead Hand is an integral position within the ISCC. The Lead Hand provides ongoing support to the ISCC staff including Advisors, Supervisors and Management. The Lead Hand is responsible for 5 key operational components of the ISCC:

1. Provides supports to ISCC Advisors in responding to Albertans’ questions, emergency benefit requests, taking escalated calls, and problem solving complex client situations. Through these interactions analyzes knowledge or service gaps, conducts research, analyzes program policy and/or procedures, gathers information, and subsequently writes training documents or manuals to fill identified gaps. 

2. Responds to Action Requests and Telephone Action Requests, which includes; conversations with clients to clarify the issue, issue benefits, contacting community agencies, providing client with appropriate resources and next steps and writing responses to the requests. 

3.Responsible for Program Administration, includes; monitoring Digital Imaging system (DIMG), maintaining statistics, providing reports, conducting call evaluations, and program knowledge expert. 

4. Responsible for Project Management, including planning and implementing new and enhanced programs and business processes for ISCC and the branch. 

5. Respond to calls on the ISCC queues. 

This position requires daily interpretation and application of the AISH Act and Income and Employment Supports Act. 

This position applies a working knowledge of policy and program rules associated with Assisted Living and Social Services (ALSS) programs and services and a theoretical knowledge of social barriers, human behaviour, family dynamics, grief and loss, health, mental health, addiction, and cultural issues to provide emergency benefits. The Lead Hand is relied upon to engage positively with Albertans, stakeholders, staff and leadership to create a welcoming and respectful environment, and effectively represent ALSS programs and services. Through ongoing mentoring, coaching and monitoring of Advisors, the Lead Hand plays a key role in ensuring Albertans receive accurate and consistent information and are awarded the appropriate benefits.

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

Qualifications

Degree in Social Work or related field such as social sciences, psychology, health services, community rehabilitation and disability studies is required. Equivalencies of related education or experience will be considered.

Experience supervising or leading a team would be considered an asset.   Strong technical skills desirable.  Experience within a contact centre setting would be an asset.

Preference will be given to applicants who have experience with Income Support programs. Experience working with vulnerable populations and determining eligibility for financial assistance programs will be considered an asset. 

A cover letter and resume will be used to initially assess education, experience and skills.

Notes

This competition will be used to fill multiple permanent positions, preferred location- Edmonton. As these positions are remote, you must have a reliable high speed internet.  

Shift #1: Tuesday to Saturday - 1st week: Mornings (operationally as required: start times of 11 am or 12 pm.)
                                            - 2nd week: Afternoons: 3:15 p.m. to 11:00 p.m.
Shift #2: Sunday to Thursday - 1st week: Mornings (operationally as required: start times of 11 am or 12 pm.)
                                            - 2nd week: Afternoons: 3:15 p.m. to 11:00 p.m.

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. Your cover letter and resume will be used as a screening tool to assess your written communication.

Final candidates will be required to undergo a security screening.

Any costs associated with obtaining the required documents/checks as noted will be the responsibility of the candidate. 

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.
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs.