Role Responsibilities

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 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 monitor multiple phone lines and radio channels as well as operate a variety of communication equipment including a multi-screen computer terminal, safety monitoring software, AFRRCS, advanced telephone system, satellite devices, and voice recorders.

Duties will include but are not limited to:

• Answering different public hotlines while providing timely, accurate information to members of the public while displaying excellent customer service abilities.
• You will determine the priority when dispatching calls for service accordingly, which may be ambiguous due to stress, language, noise or other distracting factors.
• Monitor clients who work alone, provide safety services and collaborate with 9-1-1 to coordinate an emergency response as needed for clients.
• Support government enforcement activities and utilize several different databases to provide sensitive information to officers.
• Ensure communications systems are functioning properly and remain within acceptable audio and operational parameters.
• Manage situations that involve sensitive information and maintain confidentiality in accordance with privacy legislation.

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 complete work can impact on 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.

It is strongly encouraged to include a cover letter outlining how your experiences and or education relate to this position.

Preference will be given to candidates with following:

• Certificate in Emergency Communication and Response Program.
• Industry Canada - Restricted Radio Operators License - Aeronautical Certified Examine.
• Previous experience working in a call-taking role and/or with radio equipment.

The following will be considered as assets:

• 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 and abilities with Microsoft Office products.

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

Hours of Work: 4 on 4 off rotational shifts. 11-hour shifts on a 24/7/365 rotational basis.

Location: The Terrace Building, 9515-107 Street Edmonton Alberta.

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

Security screening is required.

• Applicants being considered for this position will be required to complete a Level 2 Enhanced Security screening (including an enhanced criminal record check along with a credit check) as part of the pre-employment checks for this position.
• 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.)

This competition will be used to fill more than 1 position.

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.
• Management Employees Pension Plan (MEPP) - https://www.mepp.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.