Role Responsibilities

Do you have a passion for offering excellent customer service while dealing directly with the public—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!

The Service Alberta Health Contact Centre (SAHCC) service responds to over 300,000 calls and 6,000 emails per year from Albertans requiring information, problem resolution, eligibility determinations, referrals and other assistance qualifying for and accessing Alberta Health Care (AHC) services.

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. In this position your main responsibilities will include providing full and accurate information services to callers via the telephone regarding all aspects of health legislation and related programs.  

To be successful in this role you will need to demonstrate:

• Excellent written and verbal communication skills.
• Strong and creative problem-solving 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.
• The ability to function independently with 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.

Please click on this link to view the job description for this position.
 

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:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Systems Thinking: The work done within the APS is part of a larger integrated and inter-related environment. It is important to know that work done in one part of the APS impacts a variety of other groups/projects inside and outside the APS. Systems Thinking allows us to keep broader impacts and connections in mind.
• Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.
• Agility: Ability to anticipate, assess, and readily adapt to changing priorities, maintain resilience in times of uncertainty and effectively work in a changing environment.
• Drive for Results: Knowing what outcomes are important and maximizing resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and external stakeholders
   

Qualifications

Requirements: 

• High school diploma
• Three years of related customer service experience such as retail or service industry
• A cover letter will be required for this position, this cover letter will be used to evaluate your written communication skills. Applications without a cover letter will not be accepted. Cover letters will be assessed for conciseness, accuracy, and grammar as part of the screening process.

Preference will be given to the following:

• 6 months, or more of high-volume call center experience.
• Experience working with Microsoft Office (Outlook, Word and Excel).
• Knowledge of CXone, Reflections, and ServiceNow or similar computer programs.
• Knowledge of Acts, Legislation and Agreement including but not limited to FOIP Act and appropriate regulations. 

Equivalencies:

• A one-year certificate and three years of related experience.
• A two-year diploma and two years of related experience.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.
 

Notes

Please Note: 

• There are two (2) full time permanent positions available. These positions report 36.25 hours of work per week, Monday to Friday. 
• These positions will work out of the Terrace Building, 9515 - 107 Street NW in Edmonton. 
• These positions must work full time in office and are not eligible for hybrid work. 
• Final candidates will be required to undergo security screening. 
• Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. 
• Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

What we offer: 

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.