Information Officer

Government of Alberta•Edmonton, AB

5d•Onsite

About The Position

Your main responsibility as an Information Officer is to provide full and accurate information services to callers via the telephone regarding all aspects of the Residential Tenancies Act, Consumers Protection Act and related programs in a courteous and timely manner. A key component to this position is assessing calls to identify the reason for the call and updating the system to ensure filing accuracy and compliance with the legislation.

Requirements

High school diploma plus four years of related experience in customer service, call centre environment or information services.
Equivalencies will be considered on the basis of one year experience for one year of education or one year of education for one year of experience.

Nice To Haves

Previous experience interpreting and communicating large pieces of legislation to the public.
Experience dealing with the Residential Tenancies Act or Consumer Protection Act.
Experience using programs such as CATS, ServiceNow, or CX One.
Previous contact centre experience in a customer facing role.

Responsibilities

Respond to telephone and email inquiries regarding legislation, regulations, and government programs.
Assess inquiries and provide guidance on available options, legislative requirements, and referral pathways.
Interpret and explain legislation in plain language to support informed decision-making.
Identify potential legislative violations and advise clients on appropriate next steps.
Refer callers to appropriate government departments, agencies, law enforcement, courts, or external organizations when required.
Maintain accurate records and service interactions using ministry systems.
Monitor emerging marketplace trends and recurring issues, reporting observations to leadership.
Support team knowledge-sharing, training activities, and continuous improvement initiatives.