Information Officers, Leads and Supervisor

Posting Date: Feb 9, 2024

Location: Various South, AB

Company: Government of Alberta

Job Information
Job Title: Information Officers, Leads and Supervisors 
Job Requisition ID: 52485
Ministry: Forestry and Parks
Location: South Region Provincial Parks – Beauvais Lake, Cypress Hills, Dinosaur, Kinbrook, Tillebrook, Writing-on-Stone 
Full or Part-Time: Temporary Full-time
Hours of Work: 36.25 – 40 hours per week, dependent on location 
Permanent/Temporary: Seasonal, Wage 
Scope: Open Competition

Closing Date: February 5 or Until  Suitable Candidates Found

 

Classification and Salary: 

For Information Officers:
Administrative Support(AS2) based on 36.25 hours per week:
$20.05 - $24.22 per hour  
Administrative Support 2 (AS2) based on 40 hours per week:
$19.94 – $24.26 per hour


For Lead Information Officer:
Administrative Support(AS3) based on 36.25 hours per week:
$22.00 - $26.77 per hour  
Administrative Support 3 (AS3) based on 40 hours per week: 
$21.95 - $26.81  per hour


For Information Officer Supervisor:
Administrative Support 4 (AS4) based on 40 hours per week:
$24.26 - $29.75 per hour
 

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

About Your Work Environment:
Working at one of six locations in the Southern Region, you will find an energetic and fulfilling seasonal position with Alberta Parks:

Beauvais Lake Provincial Park: is located 20 km west of Pincher Creek in southwest Alberta and is the primary base of operations for multiple parks within Pincher Creek District, that include Castle, Chain Lakes, Chinook, Lundbreck Falls and more. Each park provides its own unique experience and recreational opportunities.  Information Officers base at Beauvais Lake and will travel to the various district parks and campgrounds providing information, campground registrations and reservation support to visitors.  Onsite, fully furnished accommodations may be available for rent.

Cypress Hills Interprovincial Park: The Cypress Hills District is located 65km South of Medicine Hat and covers approximately 200 sq km of provincial park. The district includes Red Rock Coulee, Michelle Reservoir and Milk River Natural Area. The focal point is the Elkwater town site with 300 cottages, 10 campgrounds,5 group camps and front & backcountry comfort camping. Information Officers work out of both the Visitor Centre and campground booths providing information and retail services, campground registrations and reservation support. Onsite, fully furnished accommodations may be available for rent.

Dinosaur Provincial Park (DPP): is located 48km NE of Brooks, Alberta and is rich in cultural and natural heritage. This UNESCO World Heritage Site attracts visitors from all over the world to experience the landscape of the badlands, its rich fossil resources, and the riparian habitat. Onsite, fully furnished accommodations may be available for rent. Information Officers at Dinosaur Provincial Park will be employed at either of the following facilities: 
•    DPP Visitor Centre: staff provide general park information, assist guests with tour reservations, accessing our museum and complete gift shop sales
•    DPP Service Centre Booth: Information Officers work out of the campground booth providing information, some retail services, campground registrations, and reservation support.

Kinbrook Island Provincial Park: is a popular destination for camping and outdoor recreation just outside of Brooks. The lake, beach area, surrounding marshes and large campground provide many outdoor activities such as boating, swimming, sunbathing, fishing, hiking, bird watching and more. Information Officers work out of the campground booth providing information, some retail services, campground registrations, and reservation support. Onsite, fully furnished accommodation may be available for rent.

Tillebrook Provincial Park: is an oasis on the prairie and is a popular campground for locals, avid bird watchers and those that love a beautiful prairie sunset just outside of Brooks. Information Officers work out of the campground booth providing information, some retail services, campground registrations, and reservation support. Rental accommodations are not available at this location.

Writing-on-Stone/ Áísínai’pi Provincial Park: is located 42km east of Milk River, AB and is an important cultural site to the Blackfoot people. It was designated a UNESCO World Heritage Site in 2019 and welcomes visitors from all over the world to experience the unique badlands environment and its deep cultural usages. Information Officers work out of both the visitor centre and campground store providing information and retail services, campground registrations and reservation support to visitors. Onsite, fully furnished accommodation may be available for rent.
 

Role Responsibilities

Southern Alberta is looking to recruit the following for the 2024 summer season:

•    30 - 35 Information Officers (AS2) for Cypress Hills, Beauvais Lake, Dinosaur, Kinbrook Island, Tillebrook and Writing-on-Stone/ Áísína i’pi Provincial Parks
•    3 Lead Information Officers (AS3) for Kinbrook and Tillebrook Provincial Parks and Beauvais Lake Provincial Park 
•    1 Information Officer Supervisor (AS4) for Cypress Hills

INFORMATION OFFICER POSITIONS (AS2):
Dependent on Park location, specific tasks may vary but general duties and responsibilities for all locations include but not limited to:

•    Complete tasks related to the Business Operations via mobile services on foot or at various campgrounds or at a camp store, booth or Visitor Centre
•    Acquire understanding and ability to use all functions of the Reserve.AlbertaParks.ca system in order to register campers, process changes such campsites and/or check-out dates, cancel reservations, complete check-outs, record reservations and process payments or refunds using the system; report any issues when system is not working 
•    Preference for proficiency with ASPIRA software and functions to operate cash register and point of sale machine, ensuring floats and cash outs are accurate and balanced 
•    Monitor building security opening and closing tasks/procedures as well maintenance inspections for safety and cleanliness of facilities; report any maintenance issues
•    Retail sales of product and services which include: firewood, concession items, ice and ice cream, and rentals (where applicable)
•    Responsible for inventory management and control – restocking of merchandise, general tidying and informing supervisor of low stock
•    Record and report necessary safety, accident or wildlife occurrence information on reports  
•    As directed by the Supervisor, assist in the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park

LEAD INFORMATION OFFICER POSITIONS (AS3)
Dependent on the Park location, the Lead Information Officer (AS3) duties and responsibilities include assisting with and performing AS2 duties  with the addition to some extra front-line administrative and supervisory tasks such as:
•    Provide ongoing support to Information Officers (IOs) through regular check-ins on progress, one-on-one training, and assist with input for seasonal performance reviews; empower IOs to be independent in their roles by setting clear expectations and processes for decision-making
•    Inventory management - place orders for booth and store inventory (where applicable) to ensure the proper supplies are available prior to busy campground times
•    Provide support for cash and revenue reconciliation 
•    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

Continued Role Resposibilities

INFORMATION OFFICER SUPERVISOR (AS4):
Reporting directly to the Visitor Services Supervisor (VSS) at Cypress Hills Provincial Park,  you will be responsible for creating a positive and productive work environment for up to five Information Officers in this district.  This position is a front-line customer service role that focuses on higher level administrative and leadership tasks, such as scheduling, staff training, visitor concern management, on-site troubleshooting, inventory management, cash reconciliation, and reporting. Direct responsibilities include but not limited to: 
•    Supervision, leadership, mentorship and training to seasonal staff, assist with performance reviews, handle conflict situations
•    Administration Support  – manage day-to-day staff schedules and changes, review timesheets prior to payroll submission, voersee invoices and expenditures, create and review promotional materials
•    Booth Operations Support – understand reserve.albertaparks.ca functions to register campers, update visitor information, process payments or refunds using the system; operate cash register and point of sale system, manage retail sales, orders, inventory, and stock by maintaining contact with external vendors

For all positions, you will:
•    Provide exceptional customer service as the first point of contact for day users and overnight campers – greet and welcome all visitors in a friendly, approachable, welcoming, inclusive and professional manner
•    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
•    Provide accurate, concise and relevant information to park users regarding park facilities, services, activities, tours, directives, policies and regulations, as well as regional tourism opportunities and services
•    Receive, respond and manage all customer service emergencies, issues, complaints, concerns and other feedback in highly professional and appropriate manner, including referrals to other appropriate departments, as required such as caretaking, maintenance, and visitor services, and your immediate supervisors 
•    Assist and work closely with other parks program streams as required to ensure operational and visitors’ needs are met. (Park Rangers, Conservation Officers, Maintenance, Visitor Engagement and other Visitor Services Staff)
•    Identify and reports any issues or concerns with the reservation system, tills, POS, equipment, supplies, etc. in a timely manner to supervisor
•    Become 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
 

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

Education and Experience:

Information Officer (Administrative Support 2)
•    High School Diploma with a preference with experience with point of sales machines, retail, cash handling and/or customer service

Lead Information Officer (Administrative Support 3)
•    High School Diploma and one year of combined customer service and supervisory experience 

Information Officer Supervisor (Administrative Support 4) 
•    High School Diploma and two years experience, preferably related to supervisory, retail and / or customer service

Assets for all Roles

•    Independent problem-solving and adaptability
•    Ability to work both independently and in a team setting
•    Well-developed interpersonal and communication skills
•    A passion for engaging customers and providing professional, informative, and diplomatic service to a variety of people
•    Outgoing, friendly personality that enjoys working with public in a team atmosphere; strong conflict resolution skills to manage customer complaints and facilitate feedback
•    Knowledge of local tourism, amenities, local flora and fauna
•    Good time management skills, ability to pay attention to detail and work well under pressure

Notes

Terms of Employment

•    Seasonal wage opportunities starting April / May and end in September / October 2024 with the contract term dependent on location and operational needs.
•    All positions will be required to work evenings, weekends and holidays throughout the duration of the summer as required.
 
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; no pets within the accommodations.

In your resume please indicate the month, year and date ranges of your education and experience, and if the experience was contract, part time, or full time.
 

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.