Assured Income for the Severely Handicapped (AISH) Generalist Talent Pool

Role Responsibilities

Do you have a passion for making a difference? 

At the Assured Income for the Severely Handicapped (AISH) Office, we are passionate about the work we do - and are seeking dedicated professionals to assist Albertans with the AISH program. 

Do you know what AISH does and why vulnerable Albertans seek the assistance of AISH Generalists? We assist vulnerable Albertans in their efforts to achieve well-being in life and independence! 

Working closely within the AISH team your primary role as an AISH Generalist could involve: commencing new applicants, determining the continued eligibility for financial benefits, issuing benefits in accordance with applicable policies and program legislation, monitoring and updating client progress, and linking clients to relevant community resources and making referrals. In this busy environment with a high volume of case files, you'll be expected to provide quality service to clients who have varying levels of needs and abilities. The majority of interaction with clients will be over the phone and/or a contact center model; however, the ideal candidate must have strong and adaptive communication skills to be able to work well with persons with significant communication challenges and barriers. 

As well, you will need to demonstrate an ability to analyze information, interpret policy and provide immediate crisis intervention services to de-escalate and resolve conflict. Your ability to remain patient and calm with clients is important, as is your self-awareness and skills to manage stress. To be successful in this role you will require excellent time management, organization, communication and problem-solving skills combined with the ability to make sound decisions under short timelines. Microsoft Office and solid keyboarding skills, as well as attention to detail and a high degree of accuracy are essential. Strong interpersonal skills and an ability to meet deadlines are necessary to succeed in 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. 

Below provided examples explain how competencies relate to the role of the AISH Generalist: 

• Agility – Adapting quickly to changing customer needs and regulatory guidelines. 

• Systems Thinking - Quickly understanding how to find out client’s needs and provide support as needed and create innovative and sustainable ideas. 

• Creative Problem Solving - Providing immediate support to recipients in crisis to address issues such as lack of food, medication, domestic violence, eviction or termination of utilities. 

• Develop Networks – Build professional relationships for making referrals to other community or government programs. 

Qualifications

Requirements: 

Related university degree in Social Science, plus one year of related experience in social services, or equivalent as described below. 

Other education may include but not limited to Business Administration/Commerce, Finance, Justice, Criminology, Counselling, and Healthcare & Medical studies (e.g. Nursing).  

Equivalency:  

Related Diploma and two years of related experience, or related Certificate and 3 years related experience is required. 

Examples of relevant experience and assets: 

• Working with individuals with disabilities and vulnerable populations.   
• Understanding and applying trauma informed approaches 
• Effective written and verbal communication skills, including de-escalation strategies.  
• Ability to provide excellent customer service skills. 
• Experience managing a high volume of inbound and outbound communications including a call centre model, efficiently addressing inquiries, resolving issues, and ensuring client satisfaction in a fast-paced environment. 
• Experience in assessing and determining clients’ and applicable resources.  
• Experience working with numbers, performing quick calculations and understanding data sets.  
• Experience in using different databases, such as CXOne  

Please provide a cover letter outlining your experience in relation to the specified qualifications for this role. 

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.  Refer to Alberta Public Service minimum recruitment standards | Alberta.ca

Notes

There are full-time permanent and temporary positions located in any of the following worksites. Hours of work: 36.25 hours/week, Monday to Friday (8:15 am – 4:30 pm) work week. 

You must be willing to live in or relocate to work in one of the offices listed below. Please ensure to indicate the location you are interested in while submitting your application. The location you indicate will be the location you are applying to.  

Northwest Alberta: Slave Lake, Hinton, Edson, High Prairie, Peace River, High Level, Whitecourt, and Grande Prairie.  

Northeast Alberta: St. Paul, Vegreville, Bonnyville, Cold Lake, Fort McMurray, Lac La Biche, Barrhead, Athabasca, and Westlock.  

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. 

Please be informed that successful candidates may be eligible for the Attraction Bonus and Northern retention allowance for the eligible locations in NW and NE regions of Alberta. For more information, please follow the Premium Pay Directive at https://www.alberta.ca/premium-pay-directive.aspx  

Candidates who are successful in the selection process will be placed in a Talent Pool. This competition will be used to create an eligibility list of qualified candidates to fill upcoming opportunities as vacancies arise in the location you apply to. Should you qualify, your resume is added to a qualified list for consideration for other opportunities at the same or lower classification levels. 

As a qualified candidate: 

• You were successful in the interview (pending reference and other pre-employment checks) but were not selected. 
• You may be considered for future opportunities in the same or a lower classification for a period of six (6) months from your interview date. 
• If you are contacted regarding other opportunities, it will be your decision whether to pursue these. 
• If you choose to pursue these opportunities, the recruitment process may involve further assessments specific to the position. 

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 Government of Alberta 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 
• 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