Role Responsibilities

Your Expertise Matters: Safety Communication Officers - Connecting, Responding, Securing."

Join Emplyee Safety Office’s 24/7 Safety Communication Team: Protecting Alberta's Workforce, One Call at a Time and Be the First Line of Response: Safety Communication Officers at the Heart of Public Safety."

The Employee Safety Office (ESO) is a 24/7/365 day operation and its main priority is to monitor staff who engage in working alone situations throughout Alberta as well as receiving and dispatching for several different public lines. Safety Communication Officers fill a vital role within a highly specialized remote communication and intelligence hub as the primary point of contact for incident processing, resource utilization, communication, and documentation during emergency and non-emergency calls. Industry specific knowledge is a requirement to ensure appropriate advice is provided in meeting public and clients needs.

Reporting to the Team Lead, the Safety Communications Officer role has a responsibility to provide leadership, subject matter expertise, knowledge and information to support other team members as well as internal and external stakeholders on ESO policies, procedures and administration applications.

The successful candidate will be responsible for:

• Answering different public hotlines and providing timely, accurate information to members of the public while displaying excellent customer service abilities.
• Monitor clients who work alone and provide safety services and emergency response as needed.
• Supporting government enforcement activities and utilize several different databases to provide sensitive information to officers.
• Ensure communications systems are functioning properly and remains within acceptable audio and operational parameters.

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

• Ability to read, write, articulate and communicate effectively in English.
• Manage situations that involve sensitive information while maintaining confidentiality in accordance with privacy legislation.
• Multi-task, maintain focus on each event and must possess excellent attention to details.
• Strong interpersonal skills in order to deal with clients, co-workers and the public in emotional and high stress environments and situations.
• Strong listening skills to determine priority of dispatch calls for service accordingly in situations, which may be ambiguous due to stress, language, noise or other distracting factors.
• Demonstrate initiative, professional judgment and creativity.
• Positively influence, negotiate and obtain commitment from team members and clients.
• Demonstrate ability to adapt, learn and troubleshoot various computer programs.

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: you will consider how work completed can impact a variety of other groups/projects inside and outside the Alberta Public Service.
• Creative Problem Solving: you will assess options and implications in new ways to achieve outcomes and solutions.
• 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 Networks: you will proactively build networks, connect, and build trust in relationships with different stakeholders.
• Build Collaborative Environments: you will lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• 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.

Qualifications

High School Diploma and 3 years related experience in customer service dealing directly with the public is required.

Equivalencies considered:
Directly related education or experience considered on the basis of:

• 1 year of education for 1 year of experience
• 1 year of experience for 1 year of education

Assets

The following will be considered assets:

• Certificate in Emergency Communication and Response Program or similar.
• Industry Canada - Restricted Radio Operators License - Aeronautical Certified Examiner.
• Knowledge of relevant legislation, including FOIP, the Police Act and GOA Acts in order to provide accurate information to the appropriate clients through data, voice and radio communication.
• Technical abilities in radio communications systems and equipment.
• High level of computer proficiency including typing speed, managing multiple monitors and abilities with Microsoft Office products.
• Experience working in a call center.

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 an 8 hour shift on a 24/7 365 rotational basis.

Hours of work per week: 36.25 hours/week. 

There is no provision for this position to work from home. The incumbent must be prepared to work irregular hours, overtime, shifts, evenings and/or weekends, and/or statutory and provincial holidays.

This position is located out of the Terrace Building, 9515 107 Street, NW. Due to the location and shift rotations being 24/7, public transportation is very limited.

At present, there is one permanent position vacant for this role.

To be considered for this competition, applicants must include a well-written cover letter and a clear and concise resume that indicates how your experience aligns with the scope of this position. Your cover letter and resume will be used as a screening tool to assess whether or not you meet the requirements in the Qualifications section of this job ad.

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.