Role Responsibilities

Reporting to the Team Lead, the main responsibilities of the Information Officer is to provide full and accurate information services to callers via the telephone regarding all aspects of the Residential Tenancies Act, Consumers Protection Act and related programs in a courteous and timely manner.

A key component to this position is assessing calls to identify the reason for the call and updating the system to ensure file accuracy and compliance with the legislation.

The successful incumbent will:

• Provide information, advice and guidance on avenues available and on legislative controls relating to the concerns to assist callers in resolving their problems.
• Provide appropriate referrals to municipal, provincial or federal government departments, agencies, associations, when the call does not pertain to the Consumers or Residential Tenancy lines.
• Utilize the Information Services Via Electronic Mail and make sure written responses are generated to provide the public with information that are received and replied to through electronic mail while ensuring written responses are accurate, complete and correct in grammatical structure and form.
• Log clients’ calls on the Consumer Affairs Tracking System (CATS), for statistical and reporting purposes, identify marketplace trends, concerns and report them to the Director or Team Lead. They will also develop and maintain an extensive knowledge base in order to respond to inquiries.
• Review and update electronic canned messages as required to ensure the information being disseminated to the public is accurate.
• Assist with training colleagues, provide suggestions relating to changes to policies, procedures and existing protocol where appropriate.
• Process documents while ensuring accuracy and attention to detail while updating accounts.
• Demonstrated ability to de-escalate conflict in a customer service role.

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.

• 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 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.
• Build Collaborative Environments: liaises with the business unit, client ministries and contracted services ensuring business goals and client requirements are fulfilled.
• Develop Networks: you will seek out input from a wide range of internal and external stakeholders to solve complex problems and provide the best solutions.
• Systems Thinking: you will consider the whole system when developing, evaluating and     implementing process and technology change.

Qualifications

Applications must include a well written cover letter that indicates how your experience aligns with the scope of this position to be considered for this competition.

High School Diploma and four (4)years related experience in customer service dealing directly with the public is required.

Equivalencies will be considered on the basis of one year experience for one year of education or one year of education for one year of experience.

Preference will be given to candidates with the following:

• Strong keyboarding skills and experience working with Microsoft Office Suite (Outlook, Excel, Word etc.).
• Previous contact centre experience in a customer facing role.

The following will be considered assets:

• Previous experience interpreting and communicating large pieces of legislation to the public.
• Experience dealing with the Residential Tenancies Act or Consumer Protection Act.
• Experience using programs such as CATS, ServiceNow, or CX One. 

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

This position is located out of the Terrace Building, 9515-107 Street, NW.

If a security screening is required;

• Final candidates will be required to undergo a 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.)

If temporary assignments or under-fills will be considered;

• Northern Allowance.
• Shift work.
• Travel; etc.

Links and information on what the GoA have to offer to prospective employees.

• 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.
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs.