Support and Financial Services Coordinator (SFSC) Talent Pool

Role Responsibilities

Are you looking for your next challenge? If you have strong customer service experience in a contact centre, a solid administrative background, and the ability to work with diverse and vulnerable groups, this opportunity is for you! Bring your strong computer skills, organization, and problem-solving abilities to thrive in a fast-paced, team-oriented environment where multitasking is key.

As a member of the Support & Financial Services Coordinator (SFSC) unit, you will share responsibility for determining ongoing eligibility for the Income Support program. This includes assisting Albertans towards realizing their action plan goals, through the provision of support services, and the issuance of financial benefits. 

In this role, you will most frequently interact with clients by telephone, review documents, review files and reports, and utilize several computer applications and systems simultaneously. You will monitor and support the Albertans' action plan by ensuring the Albertan is committed and accountable for progress towards their self-sufficiency. In order to be successful in this role, you will need to be able to research, understand and apply legislation; have knowledge of the Income and Employment Support Act and be skilled in assessment, critical thinking, conflict resolution and active listening.

 Responsibilities involve the following:

•    Assessing and meeting client needs on a regular basis or referring/recommending appropriate interventions and documenting interactions in multiple computer systems;
•    Advising clients of their rights; income support benefit entitlements and their responsibilities;
•    Providing referrals and support to help benefit recipients access employment and training services, and labour market information and community resources.

You will work in collaboration with a team of professionals providing service to Albertans. This position also involves the ability to work with Albertans in distress and utilize problem-solving and de-escalation techniques to assist individuals with appropriate intervention resources.

This competition will be a talent pool opportunity where candidates are able to apply and be considered for upcoming vacancies across the province.

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.


In addition to your education and experience, you should be able to demonstrate competencies in the following areas:
•    Systems Thinking: to keep broader impacts and connections in mind. Understands how the services, activities and actions of the Alberta Public Service add value to Albertans and Stakeholders
 
•    Creative Problem Solving: to assess options and implications in new ways to achieve outcomes and solutions
 
•    Drive for Results: knowing what outcomes are important and maximizing resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and external stakeholders
 
•    Build Collaborative Environments: leading and contributing to an environment that allows people to work collaboratively and productively to achieve outcomes.
 
•    Agility: to anticipate, assess, and quickly adapt to changing priorities, maintain resilience in uncertainty and effectively work in a changing environment
 
•    Develop Networks: proactively building networks, connecting and building trust in relationships with different stakeholders
 
•    Develop Self and Others: a commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others
 

Qualifications

Required: 

• Two-year Diploma or Degree in a related field; no experience required; or equivalent as described below. 
• Equivalency: Directly related education or experience considered on the basis of:  1 year of education for 1 year of experience; or 1 year of experience for 1 year of education.

In your Cover Letter please describe how you demonstrated the assets listed below in your previous role(s). 

Assets:

• Experience working with diverse and/or vulnerable populations (i.e., individuals with social barriers, mental health issues and a variety of challenging circumstances);
• Effective written and verbal communication skills, including de-escalation strategies.
• Experience in providing customer service to clients including those experiencing crisis
• Experience in a call centre
• Experience in navigating simultaneously through different web-based computer systems combined with proficiency in keyboarding.  
   

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Hours of work: Fulltime in office and community; 8:15am – 4:30pm; 36.25 hours per week; Monday to Friday work week.

There may be full-time permanent and temporary positions available, and we welcome applicants from the locations in the following worksites to support vacancies across our province. You must be willing to work in one of the offices listed below:

North Zone:

• North Alberta: Edmonton and greater area.
• North West Alberta: Slave Lake, Hinton, Edson, High Prairie, Peace River, High Level, Whitecourt, and Grande Prairie.
• North East Alberta: St. Paul, Vegreville, Bonnyville, Cold Lake, Fort McMurray, Lac La Biche, Barrhead, Athabasca, and Westlock. 

South Zone:

• Calgary and greater area, Canmore
• Southern Alberta: Lethbridge, Medicine Hat, Crowsnest Pass, Brooks
• Central Alberta: Red Deer, Olds, Stettler, Wainwright, Vermillion, Lloydminster, Drumheller, Drayton Valley, Rocky Mountain House, Camrose, Wetaskiwin

Successful candidates may be eligible for the Northern Allowance in designated locations.

Final candidates for this competition will be asked to undergo an academic verification and security screening. Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Candidates who are successful in the selection process will be placed in a Talent Pool for 12 months. 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.

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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 twelve (12) months.
-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.

In order to accurately reflect your related experience/education, in your resume, please include dates (including months and years) associated with all education and work experience.

For employment: Please indicate whether your work experience is casual, part-time or full-time.
- Example: Community Support Worker, Jan 2018 - June 2021, Part-time (three 8 hr. shifts/week).

For any Post-Secondary Education: Please specify your major and length of program, the educational institution, and the year you graduated. 
Examples:
- Bachelor of Arts, major in Psychology, University of Alberta, 2009 
- Social Work Diploma (1 year), Campbell College, 2017 

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.
• Leadership and mentorship programs.