Role Responsibilities

The Information Officer (IO) is based indoors at the registration booth/concession. Their responsibilities include, but are not limited to, providing exceptional front-line customer service while registering campers and delivering information around park activities, regulations, and nearby amenities. IOs are expected to provide a welcoming and inclusive environment for all visitors in-person, over the phone or online. Information Officers need to have strong time management skills, attention to detail and work well under pressure. They must also possess strong conflict resolution skills to manage customer complaints and facilitate feedback.

The Seasonal District Support position has a combination of duties. Their responsibilities include, but are not limited to, supporting and assisting with daily operations at park facilities, such as the district office, registration booths, camp stores and concessions. This position's primary purpose is to be the first point of contact for Information Officers. You’ll be providing guidance, ensuring excellent customer service and collaborating with team members to ensure efficient operations.  In addition, this position supports the Area Office Coordinator thru revenue tracking and reconciliation along with other administrative tasks. This individual should have excellent time management skills, strong attention to detail, and effective problem-solving skills, with the ability to work independently. They must also possess strong conflict resolution skills to manage customer complaints and facilitate feedback.

We are currently looking to hire:
•    7 Information Officers (IOs)
•    1 Seasonal District Support

As an Information Officer (AS2), duties and responsibilities include but are not limited to:

Administrative Duties:
•    Record necessary safety, accident or wildlife occurrence information on reports and ensure they are delivered to the appropriate member of staff in a timely manner. Maintain lost and found records; tag and organize found items in an efficient manner.
•    As directed by the Supervisor, assist in the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park.
•    Maintain and improve knowledge of relevant recreational and tourist opportunities to respond to in-person and telephone/email requests for information on recreational activities, facilities, public safety issues, tourism and travel opportunities and provide area orientation.

Continued Role Responsibilities

Business Operations (Booth, Camp Store, Concession)
•    Acquire understanding and ability to use all functions of the Shop.AlbertaParks.ca system to register campers, process changes, and/or check-out dates, cancel reservations, complete check-outs, record reservations and processes payments or refunds using the system.
•    Proficiency with ASPIRA software and functions to operate cash register and point of sale machine, ensuring floats and cash outs are accurate and balanced.
•    Ensure building security through effective opening and closing tasks/procedures, ensuring facilities are kept clean, organized, secure, and safe at all times, reporting maintenance issues immediately.
•    Ensure hours of operation are communicated to visitors and facility is open during scheduled hours.
•    Retail sales of product and services which include firewood, concession items, ice and ice cream, and rentals (where applicable).
•    Responsible for inventory management and control – restocking of merchandise, general tidying and informing supervisor of any items that are low in stock.

Customer Service and Communication
•    Provide exceptional customer service as the first point of contact for day users and overnight campers – greet and welcome all visitors in a friendly, approachable, and professional manner.
•    Strong communication skills when working with visitors and coworkers, and an ability to interact in a friendly, informative, diplomatic, adaptable and professional manner.
•    Provides accurate, concise and relevant information to park users regarding park facilities, services, activities, tours, directives, policies and regulations, as well as regional tourism opportunities and services.
•    Professionally receives, defuses, and manages all visitor concerns, complaints, emergencies, and any other feedback. This includes referrals to other appropriate departments, as required such as park rangers, maintenance, visitor services, and following up on any actions as required.
•    Assisting and working closely with other parks program streams as required to ensure operational and visitors’ needs are met. (Park Rangers, Conservation Officers, Maintenance, Visitor Engagement and other Visitor Services Staff).
•    Identifies and reports any issues or concerns with the reservation system, tills, POS, equipment, supplies, etc. in a timely manner to supervisor.
•    Become a park specialist with detailed and accurate knowledge of all park areas, natural/cultural history, programs, and conditions (trails, water quality, weather, etc.) to assist the public with current information.

Please click on this link to view the job description for Information Officer (AS2).

Continued Role Responsibilities

As the Seasonal District Support (AS3), primary duties include assisting with and performing AS2 duties in addition to some front-line administrative and supervisory tasks such as:

•    Manage a POS System, till floats to ensure that staff are able to provide appropriate change to visitors at all times.
•    Review and reconcile camping and retail sales revenue, enter data into spreadsheets and complete bank deposits on a weekly basis.
•    Inputting self-registration envelopes and relevant data into spreadsheets and reconciliation forms.
•    Assist Information Officers with cash out discrepancies.
•    Assist Area Office Coordinator with other administrative tasks.
•    Assist Supervisor with store inventory to ensure proper supplies are available.
•    Assist supervisor with coordinating cover-offs for any staff absences and provide mentorship to Information Officers.
•    Maintain open communication with other program areas to ensure visitors’ needs are met
•    Coordinate day-to-day tasks of the team and ensure daily procedures are followed.
•    Ensure Information Officer (IO) team receive appropriate training for business operations, reservation system, and GOA processes.

Please click on this link to view the job description for Seasonal District Support (AS3).

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 must be agile in order to anticipate and quickly adapt to changing priorities and situations to effectively meet diverse visitor needs.

Drive for Results – This position requires staff to have the ability to champion innovation and display high standards in programs, initiatives and services and pay attention to detail, be proactive, and demonstrate good work ethics.

Develop Self and Others – You must be able to proactively learn about the needs of park visitors, reflect on public interactions to identify areas of improvement and create a shared learning environment to lead the delivery of top level customer service; have the willingness to cross-train for other areas or duties such as occasionally assisting the maintenance staff.

Build Collaborative Environments – You have the ability to promote collaboration and commitment, encourage broad thinking on projects, work together to eliminate barriers to progress, and facilitate open and respectful dialogue using excellent interpersonal and communication skills with a positive and inclusive attitude.

Systems Thinking – This position is one component of a larger work environment that includes other program areas. It is important to understand how the position contributes to achieving broader Alberta Forestry and Parks goals and outcomes.

Creative Problem Solving – Occasionally challenges arise, and staff must assess options, understand implications and determine appropriate actions to achieve the necessary solutions and need to be able to use a wide range of communication, problem-solving skills to promptly and professionally address issues.

Qualifications

Required:

Information Officer (Administrative Support 2):
•    High school diploma.
•    Preference for experience with point of sales machines, retail, cash handling and/or customer service.

Additional requirements to be successful in this role:
•    English language proficiency.
•    Available to work weekends, evenings and holiday shifts during the season.
•    Knowledge of and experience in computer use and a variety of computer software (including but not limited to: Excel, Outlook, Word, Publisher).

Equivalency: 
•    Directly related experience considered on the basis of one year of experience for one year of education.

Assets:
•    Strong customer service skills.
•    Outgoing, friendly personality that enjoys working with public in a team atmosphere.
•    Knowledge of Alberta Parks and direct experience with Shop.AlbertaParks.ca.
•    Familiarity with campground operations, park regulations, campground etiquette and surround Park amenities.
•    Ability to work both independently and in a team setting.
•    Independent problem solving and adaptability.

Continued Qualifications

Seasonal District Support (Administrative Support 3):
•    High School Diploma
•    One year of supervisory or leadership experience and customer service experience.

Equivalency: 
•    Directly related experience or education considered on the basis of one year of experience for one year of education OR one year of education for one year of experience.

Additional requirements to be successful in this role:
•    English language proficiency.
•    Knowledge of Alberta Parks and direct experience with Shop.AlbertaParks.ca.
•    Available to work weekends, evenings and holiday shifts during the season.
•    Strong computer skills, including Microsoft Office (Excel, Word, Outlook, and Publisher). 
•    Familiarity with campground operations, park regulations, campground etiquette and surrounding park amenities.

Assets:
•    Independent problem solving and adaptability.
•    Ability to work both independently and in a team setting.
•    Well-developed interpersonal and communication skills.
•    A passion for engaging customers and providing professional, informative, and diplomatic service to a variety of people.
•    Outgoing, friendly personality that enjoys working with public in a team atmosphere.
•    Knowledge of local tourism, amenities, local flora and fauna.

Prior to employment, successful candidates in both positions will require proof of: 
•    Valid Criminal Record Check
•    Valid Class 5 Driver’s License
•    Valid First Aid/CPR-C Certificate
•    Valid WHMIS 2015 Certificate

Prior to employment, successful candidates for AS3 positions will require proof of:
•    Valid Defensive Driving Certificate
•    Valid Driver’s Abstract

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

Parks Information Officers and Seasonal District Support may encounter emotionally challenging situations, participate in conflict resolution, interact with irritated or difficult visitors or provide support during emergencies, events, or incidents. Applicants should be prepared to manage these circumstances with composure, sound judgment, and effective communication skills. Support resources are available through our employee assistance program.

•    There are 5 seasonal wage opportunities starting the end of April and going until September long weekend.
•    There are 2 seasonal wage opportunities starting the end of June and going until September long weekend.
•    These positions will be required to work evenings, weekends and holidays throughout the duration of the summer as required.
•    Access to reliable transportation to and from place of work is required.
•    Adherence to Alberta Parks Uniform Policy.
•    Those selected for an interview will need to supply three work related references including their most recent supervisor.
•    The Seasonal District Support position will be primarily based out of the Lakeland District Office beginning the end of April until mid October 2026.
•    Training will be provided to successful candidates.
•    Shared rental staff housing may be available, dependent on Park location.

Any costs associated with obtaining 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.

Instructions for your Resume:
•    Include date ranges (month and year) associated with all education and work experience – we are unable to assess resumes without this information. 
•    Indicate whether your work experience was casual, part-time or full-time.
•    Example: Camp Counsellor: Jan 2016 – June 2019 (PT, 3 eight-hour shifts per week).

Continued Notes

What We offer:
•    Working for the Alberta Public Service – https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits
•    Research Alberta Public Service Careers tool - https://researchapscareers.alberta.ca
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive 
•    Positive workplace culture and work-life balance.
•    Mentorship Programs.

Resources for applicants:
•    https://www.alberta.ca/apply-for-jobs-with-the-alberta-public-service.aspx
•    https://www.alberta.ca/alberta-public-service-hiring-process.aspx
•    https://alis.alberta.ca/look-for-work/