(4 month casual/temporary position beginning June 2025)
STANDARDIZED JOB DESCRIPTION
Client Service Results
Provision of 2 or more administrative support services, coordination and organization of
information for an organization within the department.
Key Activities
Responds to inquiries from staff and clients, coordinates responses; tracks and monitors
incoming requests for services.
Provides records keeping support services, including guidance and assistance to clients.
Provides guidance on processes and services for a variety of administrative functions ; explains
procedures and related documentation requirements to clients.
Provides general information and guidance concerning procedures, required documentation and
signatures related to the administrative support services provided, and provides
recommendations to the supervisor on the most effective way to proceed.
Provides support, information and instructions to clients on Departmental procedures for both
domestic and international travel claims; verifies expenses and claims, and provides support and
instruction to clients in the processing of claims to ensure compliance with government travel
directive and guidelines.
Discusses administrative services requests and their related requirements with clients, processes
and formats documents, develops customized word and spreadsheet templates according to
client needs.
Work Characteristics
Skill
Manual dexterity and hand eye co-ordination to operate a computer workstation, office equipment
and communication devices to prepare reports and routine correspondence and when inputting
data and searching databases. A high degree of precision and accuracy are required to meet
specified priorities and time frames.
Knowledge of the departmental directives, guidelines and procedures governing record keeping
and related systems, to classify, create, control, file, cross reference, retrieve and maintain
documents and files; to respond to client requests and to provide advice on processes and
procedures.
Knowledge of word processing, spreadsheets and databases, to create and prepare documents
and reports, including formatting, graphics, and layout.
Knowledge of correspondence control systems to prepare written documents, to process and
track mail, and to produce correspondence and reports. The work also requires knowledge of a
wide range of departmental standards, templates, preferred practices, and word processing
techniques, including presentation and linkage techniques used in the preparation of documents
and correspondence.
Knowledge of service delivery practices, tools and ticket generating systems, to instruct clients on
procedures for requesting services using specific software; to receive, respond and track online
service requests and provide services in a changing on-line environment.
Knowledge of travel directives, of processes and procedures related to claims to understand and
apply government travel regulations, to provide support and instructions regarding domestic and
international travel claims procedures and signature requirements.
Knowledge of general office and administrative practices and procedures to provide requested
services, as well as guidance and information to staff members and clients on a variety of
administrative matters.
Knowledge of departmental purchasing and acquisitions directives, regulations, techniques and
practices, as well as of external suppliers and contractors to acquire supplies and equipment and
explain purchasing procedures to clients.
Knowledge of the roles, responsibilities, priorities and practices of the work unit to conduct own
work, support the objectives and comply with administrative processes established for the unit.
Keeping informed of relevant sections of applicable acts (FAA), policies, regulations, directives
and procedures as well as current practices, relative to administrative support provided to refer to
them for own work, to instruct staff and clients of various requirements and procedures and to
ensure compliance.
Communication skills such as listening, reading and comprehension to read, understand, apply
and ensure compliance with various administrative directives and procedures as well as to inform
management and staff of requirements; to understand information and requests, ask for
clarifications and search for information and material related to services provided. Writing and
verbal skills to prepare routine correspondence and other documents, to explain and clarify
procedures and to respond to or redirect various requests for services from clients, managers,
staff, internal and external service providers.
Effort
Maintain and update the electronic filing and records systems, databases, spreadsheets and
manuals to ensure documents and service requests are tracked and accessible in a timely and
effective manner to respond to requests from clients. This requires searching for information and
data and preparing regular reports; classifying and creating new files, obtaining data, extracting
relevant material and synthesizing information into a consistent format in accordance with
established procedures and practices.
Understand travel regulations and guidelines to provide information and instructions to clients on
Departmental procedures for both domestic and international travel claims; verifies expenses and
claims, and provides support and instruction to clients in the processing of claims to ensure
compliance with government travel directive and guidelines.
Identify, summarize and prioritize the essential elements of large quantities of information,
inquiries and client service requests from a wide range of sources. Effort is required to compile,
organize, review and manage the flow of inquiries, information and documents into various
subject files based on the nature of the documentation, and to respect deadlines.
Verify accuracy and completeness of local purchase orders, comply with policies and procedures
when processing purchases and acquisition card transactions, responds to questions from
suppliers, clients and staff and resolves routine problems.
Provide input in the drafting of standard operating procedures (SOPs) related to client support
services to assist supervisors in identifying and resolving issues with service delivery.
Sitting at a computer workstation on a daily basis, operating a keyboard for extended periods of
time to assist clients and to perform various administrative support duties and functions.
Standing, lifting, reaching and bending while sorting and retrieving files, occasionally lifting heavy
boxes when loading/unloading and pushing carts, and occasionally moving office/conference
room furniture and equipment.
Responsibility
Explains, demonstrates and coaches new and current employees on basic word processing, data
entry and administrative support; and under direction, delivers training on more complex
administrative support services, such as travel claims processing to employees and clients.
May participate in working groups to improve administrative practices, processes and procedures.
Verifies, reconciles and initiates various spending activities such as purchasing goods and
services using government credit card; committing funds under Section 32 of the Financial
Administration Act; and controlling taxi chits and bus tickets. These activities and transactions are
carried out in accordance with well-defined procedures and within established budgetary limits.
Operates, maintains and cares for a personal workstation, computer, printer, software and
accessories for the performance of own duties.
Responsibility is shared for the filing and handling of records and databases.
Operates and arranges for maintenance and repairs of office equipment used by the staff in the
work unit.
Working Conditions
The work is performed in an open office environment.
The work is performed in an open concept environment where there is a lack of privacy, regular
interruptions by clients, multiple and changing priorities and demands, a lack of control over the
pace and amount of work, and pressure of deadlines.
