Information Officer
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. Service Alberta and Red Tape Reduction is a solutions provider. We strive to deliver innovative services to government operations and optimize programs and services for Albertans. Every Service Albertan strives to enable the success of our Ministry partners and Albertans through providing exceptional client focused services that meet and exceed our clients' expectations. The Service Alberta Health Contact Centre (SAHCC) service responds to over 300,000 calls and 6,000 emails per year from Albertans requiring information, problem resolution, eligibility determinations, referrals and other assistance qualifying for and accessing Alberta Health Care (AHC) services. Reporting to the Team Lead, the Information Officer is primarily responsible for providing courteous, timely and accurate information or advice to callers regarding legislation and associated programs. Information to callers include guidance on avenues available; legislative controls related to their concerns; and referrals to other government departments and outside agencies. In this position your main responsibilities will include providing full and accurate information services to callers via the telephone regarding all aspects of health legislation and related programs.
Requirements
- High school diploma and three (3) years of related experience, such as retail, service industry, and call center environment.
- 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.
- Excellent written and verbal communication skills.
- Strong and creative problem-solving skills.
- Ability/willingness to work in a fast-paced challenging team environment, multi-task, and be self-directed while maintaining a high level of productivity and quality.
- Ability to function independently.
- Ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
- Ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
- Familiarity with programs administered by other government departments and agencies.
- Ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.
Nice To Haves
- Experience working with Microsoft Office (Outlook, Word and Excel)
- Experience with CXone, Reflections, and ServiceNow or similar computer programs.
- Experience with Acts, Legislation and Agreement including but not limited to POPA Act and appropriate regulations.
Responsibilities
- Providing full and accurate information services to callers via the telephone regarding all aspects of health legislation and related programs.
- Responding and resolving issues in a courteous and timely manner.
- Providing guidance on available avenues.
- Providing information on legislative controls related to caller concerns.
- Making referrals to other government departments and outside agencies.
Benefits
- Public Service Pension Plan (PSPP)
- Alberta Public Service Benefit Information
- Professional learning and development
- Positive workplace culture and work-life balance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
