Information Specialist

2 weeks ago

Edmonton, Canada Government of Alberta Full time

**Job Information**:
Job Requisition ID: 47384

Ministry: Health

Location: Edmonton

Full or Part-Time: Full-time

Hours of Work: 36.25 hours per week

Regular/Temporary: Regular

Scope: Open Competition

Closing Date**:September 7, 2023**

Classification: Program Services 3 Market Adjustment

**About Us**:
Alberta Health’s Issues and Information Services phone team, comprised of Information Specialists, is a critical part of the Ministerial Correspondence Unit (MCU). The team provides value to the Ministry through exemplary public service, by responding to a myriad of health system related concerns shared by Albertans.

Critical skills required for Information Specialists includes:

- Listening to and understanding health concerns brought forward by the public
- Addressing Albertans’ concerns directly and referring them to additional resources when appropriate
- Providing and explaining often complex health system and program information to clients in a clear and concise way, using plain language
- With compassion and understanding, quickly diffusing emotional and sensitive situations brought forward by clients
- Researching issues and solutions related to clients’ health system concerns, independently and working with program experts in Health and across government, when necessary
- Using exceptional multitasking and organizational skills to handle and keep track of multiple cases at various stages of completion

If you want to join a dedicated team of compassionate professionals who work in an exciting, dynamic customer service-focused officelook no further than Alberta Health’s Issues and Information Services phone team

**Role**:
As each Albertan’s concern is unique, the Information Specialist’s working knowledge of current policies, relevant legislation/regulations and government/stakeholder programs in assisting clients also helps foster trust and confidence the health system and the Ministry.

Being highly skilled in both time and project management, the Information Specialist assesses clients’ concerns by speaking with the client, gathering all relevant information related to the issue/complaint; and if necessary, obtaining additional information from the client in order to assist them. Excellent verbal and written communication skills enable the Information Specialist to provide clear and accurate information to clients.

As part of the Issues and Information Services reporting and accountability requirements, the Information Specialist creates and completes a Telephone Action Request for each client encounter in the Action Request Tracking System (ARTS).

**Qualifications**:
**Education and Experience**:
University graduation in a related field (Arts, Business, Sciences and Public Administration) plus 2 years progressively responsible related experience; 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.

**Required**:

- Ability to work independently (within the Issues and Information Services team) interacting with multiple internal and external program experts
- Ability to synthesize diverse and complex information and communicate it verbally and in writing, in a clear, concise and professional manner
- Conflict resolution and negotiation skills to diffuse sensitive and emotional situations
- Exceptional customer service skills
- Exceptional verbal communication and interpersonal skills to communicate effectively with a diverse audience on complex issues
- Keen problem solving and investigative skills to determine the essence of issues and how to best respond

**Assets**:

- Adaptability to switch priorities and activities quickly
- Broad knowledge of health system policies and processes, internal and external to the Ministry
- Customer service telephone experience
- Knowledge of ARTS systems, processes, guidelines, templates and standards
- Sound relationship building skills and network building skills to work with multiple health care experts and professionals to resolve issues

**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:

- **Agility** - Ability to anticipate, assess, and readily adapt to changing priorities, maintain resilience in times of uncertainty and effectively work in a changing environment
- **Build Collaborative Environments** - Encourages broad thinking on projects, and works to eliminate barriers to progress
- **Develop Networks** - Proactively building networks, connecting, and building trust in relationships with different stakeholders
- **Systems Thinking** - Understands how work contributes to the ach

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