Client Relations Officer (Program Admin Officer 3)

The Government of Nova Scotia

10d•Onsite

About The Position

The Department of Emergency Management is responsible for leading disaster and emergency planning, preparedness, response and recovery activities on behalf of the Province of Nova Scotia. Its objective is to ensure Nova Scotians are safe, prepared, and resilient in the face of disasters and emergencies. The Department coordinates partners and resources during provincial-level critical incidents, supports municipal and regional events, administers 911 service, maintains critical communications infrastructure, and supports regional emergency management centres. It also ensures critical government services continue during and after critical events. The Regional Operations and Infrastructure Branch enhances provincial safety and resilience by strengthening critical communications infrastructure through the Public Safety Field Communications Agency, establishing and maintaining 6 Regional Emergency Operations Centres (REOCs), coordinating regional emergencies, strengthening local and regional emergency preparedness through outreach, fostering collaboration with regional partners, and providing real-time situational awareness to the Provincial Coordination Centre. The Public Safety Field Communications Agency manages public safety and public works two-way radio communications, infrastructure, and dispatch services for the Province. The Agency is seeking a Client Relations Officer (CRO) to be the primary point of contact for user requests related to the trunked mobile radio system. The CRO will receive client requests, determine necessary resources and information, and act as a project lead, managing requests from start to completion. This role involves building and leveraging professional relationships to effectively manage workflows.

Requirements

University degree in a related field (Business/Commerce, Science, Engineering, Computer Science, Public Administration, or Emergency Management) plus five (5) years of relevant experience, or an equivalent combination of training and experience.
Commitment to high-quality service delivery, with a focus on meeting client needs and aligning operations with agency objectives.
Adept at making critical project decisions under pressure.
Ability to build strong relationships to achieve organizational goals.
Proven experience with public safety communications technologies and operations.
Ability to manage a high workflow.
Ability to communicate effectively both verbally and in writing.
Client-focused, taking pride in client service, and demonstrating skill in working with diverse stakeholders and building complex relationships.
Familiar with public safety communications technologies such as mobile radio, paging, satellite, and dispatch technologies.
Demonstrated an ability to manage complex projects and diverse project teams.
Excellent communication skills, with the ability to engage effectively with diverse stakeholders and provide clear, concise information and advice.
Valid unrestricted class 5 license.
Ability to obtain an enhanced reliability level security clearance.

Nice To Haves

Knowledge of the APCO P25 radio standard, of the Trunked Mobile Radio System, and of dispatch technologies.
Experience working in a public safety/emergency management environment.

Responsibilities

Set up and lead projects, and act as a liaison between users and the technical and operational subject matter experts in-house and within the vendor community, as needed to address those requests. Activities include project scope development, business requirements analysis, managing project resources and timelines, and coaching the project team to ensure effective project delivery.
Ensure the timely completion of client requests, ranging from routine to complex, multi-month projects.
Become familiar with vendor and client contracts supporting the environment and, working closely with the TMR2 Contract Officer, support the development and processing of contract change requests and work orders as needed to fulfill requests.
Monitors the operational environment and identifies needs and shortcomings, resulting in client needs not being met. Works to generate strategic alignment between the activities and goals of the Agency and the activities of client agencies. Seeks synergies and opportunities for cooperation or shared service delivery.
Prepares and communicates cost estimates for projects and helps client agencies develop business cases where needed.
Acts as a knowledgeable consultant to support clients and partner agencies through questions and challenges related to radio communications and associated technologies.
Support procurement activities to meet client requests for new technology.
Tracks and documents processes, identifies shortcomings and suggests improvements to current processes.
Monitors project budgets, works with the finance team to ensure accurate billing and manage/communicate any variances.
Manages day-to-day relationships with clients, service providers, and project teams.
Evaluates project performance and outcomes.
Champions the resolution of problems on behalf of clients or project teams.

Benefits

Defined Benefit Pension Plan
Health Insurance
Dental Insurance
Life Insurance
General illness
Short and Long Term Disability
Vacation
Employee and Family Assistance Programs
Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
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