Information Officers and Lead Information Officer

Role Responsibilities

The Grande Prairie and Peace River Area is looking for motivated, courteous and hard-working individuals with exceptional customer service skills to fill the Information Officer and Lead Information Officer positions.

Information Officers (IOs) and Lead Information Officers (Lead IOs) provide a front-line government contact for public campground registration, queries and comments related to travel in, and recreational use of Provincial Parks, Recreation Areas, Wildland Parks, Natural Areas and surrounding area.

This position's primary purpose is to provide exceptional front-line customer service in person, on the phone and through email to assist visitors, support engagement, deliver information, problem solving issues and delivery of the Reserve Alberta Parks service for campgrounds.

The Lead Information Officer role focuses on higher level administrative and leadership tasks, scheduling, staff training, visitor concern management, on-site troubleshooting, retail inventory management, cash reconciliation, and reporting.

We are currently looking to hire:  
•    1 Lead Information Officer (Lead IO) 
•    Multiple Information Officers (IOs)

As an Information Officer (AS2), duties and responsibilities include but are not limited to:

Visitor Services Operations:

•    Understand reserve.albertaparks.ca functions to register campers, update visitor information, and process payments or refunds using the system
•    Participate in all required visitor services operations, which may include: camper compliance, retail services, group unit counts, and public information sharing
•    Operate computer based point-of-sale terminals to perform retail of gift store products and services which may include: firewood, concession items, and rentals
•    Assist the park ranger program by actively providing accurate and timely key messages & information to the public. As well as collecting and reporting visitor usage and interaction statistics (i.e. Trail usage, site conditions, emergency protocol support)
•    Travel by foot or off-highway vehicle to rove campgrounds, and day use areas to meet and communicate with a wide range of park users

Continued Role Responsibilities

Administrative Duties
•    Review and reconcile revenue for daily cash-outs and accurately enter date into Excel workbooks
•    Record and organize statistics for public visitation and demographics when required
•    Respond to in-person and telephone/email requests for information on area amenities and recreational activities

Information Services
•    Advise the public of the various rules, policies, and regulations that apply within a Provincial Park
•    Becomes a park specialist with detailed and accurate knowledge of all park areas, natural/cultural history, programs, and conditions (trails, water quality, weather, etc.) in order to assist the public with current information 
•    Informs all visitors of pertinent information regarding interpretive programs and frequently liaises with visitor engagement staff to make sure that information being given is accurate
•    Provide on-site visitor concern management, troubleshooting, and reporting and follow up with customer complaints

As the Lead Information Officer (AS3), primary duties include assisting with and performing AS2 duties in addition to some front-line administrative and supervisory tasks such as:  

•    Coordinate day-to-day tasks of the team and ensure daily procedures are followed
•    Provide ongoing support to IOs through regular check-ins on progress, one-on-one training, and seasonal performance reviews - empower IOs to be independent in their roles by setting clear expectations and processes for decision-making
•    Communicate effectively when working with visitors, staff and coworkers in a friendly, informative, diplomatic, adaptable and professional manner
•    Place orders for booth and store inventory (where applicable) to ensure the proper supplies are available prior to busy campground times
•    Maintain and improve knowledge of relevant recreational and tourist opportunities to respond to in-person and telephone/email requests for information on recreational activities, facilities, public safety issues, tourism and travel opportunities and provide area orientation
•    Support the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park

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.

•    Agility – You must be agile in order to anticipate and quickly adapt to changing priorities and situations to effectively meet diverse visitor needs.

•    Drive for Results – This position requires staff to have the ability to champion innovation and display high standards in programs, initiatives and services and pay attention to detail, be proactive, and demonstrate good work ethics.

•    Develop Self and Others – You must be able to proactively learn about the needs of park visitors, reflect on public interactions to identify areas of improvement and create a shared learning environment to lead the delivery of top level customer service; have the willingness to cross-train for other areas or duties such as occasionally assisting the maintenance staff.

•    Build Collaborative Environments – You have the ability to promote collaboration and commitment, encourage broad thinking on projects, work together to eliminate barriers to progress, and facilitate open and respectful dialogue using excellent interpersonal and communication skills with a positive and inclusive attitude.

•    Systems Thinking – This position is one component of a larger work environment that includes other program areas. It is important to understand how the position contributes to achieving broader Alberta Forestry and Parks goals and outcomes.

•    Creative Problem Solving –  Occasionally challenges arise and staff must assess options, understand implications and determine appropriate actions to achieve the necessary solutions and need to be able to use a wide range of communication, problem-solving skills to promptly and professionally address issues.

Qualifications

Minimum Recruitment Standard:

Lead Information Officer (Administrative Support 3)
•    High school diploma and one year of related experience
Information Officer (Administrative Support 2)
•    High school diploma

Equivalency: 
•    Directly related experience or education considered on the basis of one year of experience for one year of education or one year of education for one year of experience

Additional requirements to be successful in this role:

•    English language proficiency
•    Available to work weekend and evening shifts during the season
•    Strong computer skills, including Microsoft Office (Excel, Word, Outlook, and Publisher)
•    Customer service, retail and cash-handling experience and/or administration experience

Assets:

•    Previous supervisory or leadership experience for Lead Information Officers
•    Post-secondary education
•    Experience with Reserve.AlbertaParks.ca
•    Recognized Current Standard First Aid and CPR Level "C"/AED Certificate
•    Familiarity with campground operations, park regulations, campground etiquette and surrounding Park amenities
•    Ability to work both in a team and independently with little to no supervision

Prior to employment, successful candidates will require proof of:

•    Class 5 Driver’s License or equivalent and Driver’s Abstract
•    Criminal Record Check 
•    For the Lead Information Officer role, recognized Current Standard First Aid and CPR Level "C"/AED Certificate

Notes

Terms of Employment

•    Fulfill seasonal contract (anticipated April / May 2024 – September / October 2024)
•    This is position is based on a 40 hour work week, dependent on operational needs.
•    Evening and weekend work will be required; a premium is paid for these shifts
•    Access to reliable transportation to and from place of work
•    Adherence to Alberta Parks Uniform Policy
•    These positions may require some outdoor work in a variety of weather conditions

Notes

•    Those selected for an interview will need to supply three work related references.
•    Training will be provided to successful candidates.
•    Shared rental accommodations may be available, dependent on Park location.