Employment Standards Contact Centre Advisor

Government of Alberta•Edmonton, AB

6d•CA$57,215 - CA$72,395•Remote

About The Position

The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities. Assisted Living and Social Services (ALSS) helps provide stability and security for vulnerable Albertans, including seniors, people with disabilities, low-income individuals and those facing homelessness, while also providing opportunities to foster independence and quality of life. This includes supporting the delivery of preventive programming and helping Albertans access disability services, homelessness supports, senior supports, continuing care and other social-based programs. The Employment and Financial Services Division is working to help better connect Albertans to programs and services and to ensure Albertans have access to the right services at the right time through a common front-end experience whether through our contact centers or in-person offices. As the Employment Standards Contact Centre Advisor, you will be the first point of contact for Albertans seeking information about Employment standards legislation, workplace rights, and complaint processes. You will deliver accurate and timely information, identify and assess client needs, and provide guidance on available services and operations while maintaining a high standard of client services.

Requirements

High school diploma and three years of related 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.

Nice To Haves

Previous contact centre experience
Knowledge of the Employment Standards Code and Regulations.
Strong knowledge of Employment Standards legislation, Regulations, policies, and related provincial and federal laws.
Ability to interpret and apply complex legislation and explain requirements clearly to clients.
Awareness of related statutes affecting workplaces and the consumer marketplace.
Excellent customer service skills with a focus on client and stakeholder needs.
Knowledge of programs and services offered by other government departments and agencies.

Responsibilities

Maintain current knowledge of Employment Standards legislation, Regulations, policies, and procedures.
Provide timely, accurate, and professional advice on Employment Standards matters.
Encourage complaint submissions when potential violations are identified.
Refer callers to appropriate municipal, provincial, federal, legal, or regulatory bodies when issues fall outside Employment Standards.
Prepare accurate, complete, and professionally written correspondence.
Support investigations by documenting and logging client calls, complaints, and advice provided.
Maintain accurate records and client interactions across multiple systems and databases.