Case Coordinator

**Job Information**

Job Requisition ID: 74251
Ministry: Jobs, Economy, Trade and Immigration
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: August 5, 2025
Classification: Administrative Support 5

**Salary**: $1,913.27 to $2,342.49 bi-weekly ($49,936 - $61,138/year)

**Advisor Office**

The Advisor Office for Alberta Workers’ Compensation has an exciting opportunity for you to join our team as a Case Coordinator

The Advisor Office is an independent program of the Appeals Commission for Alberta Workers’ Compensation. The Advisor Office provides advice, advocacy, and representation to workers and employers in Alberta looking to appeal a Workers’ Compensation Board (WCB) claim.

**Role Responsibilities**:
The Advisor Office has two independent Branches: one representing the interests of workers (Worker Advisor Branch), and the other representing the interests of employers (Employer Advisor Branch). Reporting to the Team Lead, Case Coordinator, the role of the Case Coordinator is to provide the initial intake function for the Advisor Office by identifying client needs, providing accurate and timely information about Advisor Office programs and services, then assisting with guidance throughout the process.

The Case Coordinator’s duties will include administrative assistance to the staff of the Advisor Office while providing excellent customer service. The role assesses problems and situations and applies applicable policies and procedures in order to identify options and develop an appropriate course of action within parameters provided. The Case Coordinator is required to resolve routine procedural problems, resolve conflicts in work assignments and priorities, as well as identify and involve appropriate resources to address issues needing immediate response.

Specific accountabilities include:

- Provides excellent customer service to all walk-in, on-line and telephone inquiries.
- Monitors mailboxes for incoming intake forms.
- Triage clients by identifying needs and providing guidance on Advisor Office services.
- Enters information into systems/databases to create or update existing client files.
- Ensures the proper completion and distribution of intake forms and related correspondence.
- Answers basic questions about the appeal process. Completing an initial contact checklist and updating the file accordingly.
- Acts as the client's primary Advisor Office contact until the Advisor's first contact.
- Provides administrative support services including reception duties, mail distribution, photocopying, data entry and proofing of correspondence.
- Takes and transcribes minutes for Advisor Office meetings, including following up on action items assigned by leadership.
- Monitor’s progress on files/issues and monitor for any incoming claim files and request file updates throughout the life of a claim.
- Updates accurately business systems doing data entry.
- Updates and maintains statistical records to support management goals.

Please

**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:

- Understands how work contributes to the achievement of department goals.
- Asks questions to understand broader goals and objectives. Works with others to align activities.
- Works with others to identify and address interdependent activities that require collaboration.
- Creative Problem Solving:

- Breaks straightforward problems down into manageable components to identify what needs to be done.
- Asks questions to get a deeper understanding of the present issue.
- Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
- Agility:

- Remains calm and composed even in difficult or stressful situations. Is able to see the positive side to a difficult situation. Remains optimistic and perseveres in finding solutions.
- Anticipates the emotional triggers of others and prepares to mitigate reactions and maintain composure and productivity, especially during conflict or highly challenging situations.
- Recognizes how own emotions affect performance. Knows the signs that indicate feelings and uses them as a guide. Ensures that own emotions do not affect others negatively.
- Drive for Results:

- Identifies underlying causes for success or lack of success which may or may not involve self and takes action to ensure future success.

**Qualifications**:

- High school diploma and three years of administrative experience.

Equivalencies will be accepted on the basis of:

- 1 year of education for 1 year of experience; or
- 1 year of experien