Information Officers and Lead Information Officer

Posting Date: Feb 10, 2024

Location: Grande Prairie, Peace River, AB

Company: Government of Alberta

Job Information
Job Title: Information Officer and Lead Information Officer 
Job Requisition ID: 51883
Ministry: Forestry and Parks
Location: Grande Prairie and Peace River Area - Saskatoon Island, Young’s Point, Moonshine Lake and Historic Dunvegan Provincial Parks
Full or Part-Time: Temporary Full-Time
Hours of Work:40 hours per week
Permanent/Temporary: Wage, Seasonal
Scope: Open Competition

Closing Date: Open Utill Suitable Candidates Found


Classification and Salary:
Administrative Support 2 (AS2) based on 40 hours per week: $19.94 - $24.26 per hour 
Administrative Support 3 (AS3) based on 40 hours per week  $21.95 - $26.81 per hour

For all roles:  
In addition to regular wages, regular Wage employees receive 11.2% in lieu of benefits and vacation leave: 
•    5.2 percent of regular wage earnings instead of paid holidays  
•    6 percent of regular wage earnings instead of annual vacation pay 
 
In addition to the regular wages and the additional pay in lieu of benefits and vacation, regular wage employees are entitled to shift premium pay: 
•    $3.25 per hour for weekends and holidays 
•    $2.75 per hour for evenings  


The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported.

For more information on diversity and inclusion, please visit:
https://www.alberta.ca/diversity-inclusion-policy.aspx

 

Provincial Parks are essential to the quality of life that Albertans enjoy. They conserve our natural landscapes and wildlife habitat and offer a broad range of nature-based outdoor recreational opportunities. Alberta’s parks inspire people to discover, value, protect, and enjoy the natural world and the benefits it provides for current and future generations.

For more information about the Ministry of Forestry and Parks, please visit our website at: https://www.alberta.ca/forestry-and-parks

The North Area, Grande Prairie and Peace River Area includes but not limited to:

•    Saskatoon Island Provincial Park
•    Young’s Point Provincial Park
•    Moonshine Lake Provincial Park
•    Historic Dunvegan Provincial Park 
 •   Various Provincial Recreation Areas


To see the geographic area of North Region, download pdf: alberta-parks-protected-areas-provincial-map

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. 
 

How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.
 

Candidates are required to apply for a job online. Please visit https://www.alberta.ca/job-application-resources#before for more information. Please visit Recruitment Principles, for more information.
 

It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)(https://www.alberta.ca/international-qualifications-assessment.aspx) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (https://canalliance.org/en/default.html).

It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.



Closing Statement
This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or a copy of the role profile, please contact Alba Ngjelo at Alba.Ngjelo@gov.ab.ca.