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Information Officer
3 months ago
**Job Information**
Job Requisition ID: 54097
Ministry: Service Alberta and Red Tape Reduction
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Temporary Full-Time (1 year position)
Scope: Open Competition
Closing Date: March 4, 2024
Classification: Administrative Support 6
**Salary**: $2073.50 - $2549.41 bi-weekly ($54,118 - $66,540/year)
Every Service Albertan strives to enable the success of our Ministry partners and Albertans through providing exceptional client focused services that meet and exceed our clients’ expectations. We are looking for collaborative, agile, solutions focused individuals with strong communication skills and a strong service orientation. If that describes you, please read on
**Role Responsibilities**:
Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced call Centre environment?
If yes, we have an incredible career opportunity for you
Reporting to the Team Lead, the Information Officer is primarily responsible for providing courteous, timely and accurate information or advice to callers regarding legislation and associated programs. Information to callers include guidance on avenues available; legislative controls related to their concerns; and referrals to other government departments and outside agencies. The position responds to public inquiries regarding the following skill sets. Consumer and Residential Tenancies legislation, including complex, multifaceted, politically sensitive and high priority complaints / offenses / concerns under various pieces of legislation.
You will a have a range of specific responsibilities (including but not restricted to):
- Provide full and accurate information services to callers via the telephone regarding legislation and related programs information and assistance in timely, courteous, and professional manner.
- Utilizing the Information Services Via Electronic Mail to make sure written responses are generated to provide the public with accurate information.
- Logging client’s call in ServiceNow for statistical and reporting purposes.
- Recommending alternative course of action including transferring calls if the call does not pertain to Service Alberta.
- Assisting Team Leads with training colleagues, provide suggestions relating to changes to policies, procedures, and existing protocol where appropriate.
To be successful in this role you will need to demonstrate:
- Excellent written and verbal communication skills.
- The ability/willingness to work in a fast-paced challenging team environment, multi-task and be self-directed while maintaining a high level of productivity and quality.
- Strong and creative problem-solving skills.
- The ability to function independently.
- The ability to contribute collaboratively and effectively within a team environment with mínimal supervision and a high degree of personal accountability and professionalism.
- The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
- Familiarity with programs administered by other government departments and agencies.
- The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.
- Strong keyboarding skills.
**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:
- **Systems Thinking**: you will consider how work completed can impact a variety of other groups/projects inside and outside the Alberta Public Service.
- **Creative Problem Solving**: you will assess options and implications in new ways to achieve outcomes and solutions.
- **Agility**: you will need to provide results in a complex, diverse, and changing environment.
- **Drive for Results**: you will work with your team to set goals and priorities and to deliver outcomes that are consistent with the direction of the department.
- **Develop Networks**: you will proactively build networks, connect, and build trust in relationships with different stakeholders.
- **Build Collaborative Environments**: you will lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
- **Develop Self and Others**: you will drive by example a team culture that is focused on continuous learning and growth and encourage self-development through experience sharing.
**Qualifications**:
High school diploma and four years of related experience.
**Equivale
