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Contact Centre Advisor

4 months ago

Edmonton, Canada Government of Alberta Full time

**Job Information**:
Job Requisition ID: 43507

Ministry: Justice

Location: Edmonton

Full or Part-Time: Full Time

Hours of Work: 36.25 hours per week

Regular/Temporary: 3 Permanent Positions

Scope: Open Competition

Closing Date: June 13, 2023

Classification: Subsidiary 01B 3625 Administrative Support 5

**About Us**:
The Ministry of Alberta Justice helps ensure that all Albertans can live in safe and resilient communities while having access to a fair and innovative justice system. Working alongside its partners in law enforcement, family justice, health, the judiciary, criminal justice system and other stakeholders, the ministry has a direct or shared responsibility in all elements of the justice system in Alberta. Follow the link to see what else we have to offer:
**Role**:
**Your key responsibilities as the Contact Centre Advisor include but not limited to**:
SCREENING, ASSESSMENT & REFERRAL
- Screen and assess each call to determine caller need and direct to appropriate service/information.
- Identify level of urgency of situation to determine how quickly next service is required.
- Identify if a legal issue exists and if CJS is the appropriate place to resolve the presenting issue.
- Provide appropriate referrals to municipal, provincial, and federal government departments, assessment services, agencies, associations, courts, law enforcement bodies, and legal bodies when inquiries and/or need(s) do not pertain to CJS programs and services.
- Refer Albertans directly to the appropriate Court and Justice Services program(s) for the provision of specialized services as appropriate.

INFORMATION SERVICE DELIVERY
- Provide information to the public utilizing knowledge-based tools & decision trees.
- Excellent problem-solving capabilities.
- The ability to multi-task in a fast-paced environment.
- Strong written and verbal communication skills, and the ability to build relationships with stakeholders, staff, and Albertans.
- The ability to maintain and achieve individual and program goals.
- Excellent time-management skills.
- The ability to maintain a calm demeanor under challenging circumstances.
- Excellent computer skills and knowledge of programs such as Microsoft Word, Excel, Access, SharePoint.
- Customer Relationship Management (CRM) software.
- The ability to work independently and in a team environment.

**Qualifications**:
**Required**:

- High School Diploma and at least three years of related experience in customer service.

**Assets & Preference**:
**Equivalency Considered**:

- One year of experience for one year of education OR
- One year of education for one year of experience.

**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.

The link below will assist you with understanding competencies:
In this role, you will contribute to our team by demonstrating the following behavioral competencies:
**AGILITY**:You are able to anticipate, assess, and readily adapt to changing priorities, maintain resilience in times of uncertainty and effectively work in a changing environment.

**SYSTEMS THINKING**:You consistently take a holistic and long-term view of challenges and opportunities at multiple levels across related areas.

**DEVELOP NETWORKS**: You proactively build networks, connecting and building trust in relationships with different stakeholders.

**BUILD COLLABORATIVE ENVIRONMENTS**: You lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.

**CREATIVE PROBLEM SOLVING**:You are able to assess options, and implications in new ways to achieve outcomes and solution.

**DRIVE FOR RESULTS**: You are able to determine what outcomes are important and maximize the use of resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and all stakeholders.

**DEVELOP SELF AND OTHERS**: You have a commitment to ongoing learning and desire to invest in the development of the long-term capability of not only yourself but others as well.

**Salary**:
$1,884.99 - $2,307.87 bi-weekly ($49,198 to $60,235 Annually)

**Notes**:
This position work Monday to Friday 8:15AM-4:30PM, 36.25 hours per week.

**Note**:

- Three (3) full time permanent position in Edmonton.

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. For example: January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs shifts/week).

Links and information on what the GoA has to offer to prospective employees.
- Working for the Alberta Public Service
- Pension plans:

- Public Service Pension Plan (PSPP)
- Lead