Role Responsibilities 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.   You will be responsible for (but not limited to):

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.

  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.  

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 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. Build Collaborative Environments: liaises with the business unit, client ministries and contracted services ensuring business goals and client requirements are fulfilled. Develop Networks: you will seek out input from a wide range of internal and external stakeholders to solve complex problems and provide the best solutions. Systems Thinking: you will consider the whole system when developing, evaluating and implementing process and technology change. Qualifications High school diploma plus four years of related experience in customer service, call centre environment or information services.   Equivalencies

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.

  Assets

The following will be considered assets: 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. 

  Applications must include a well written cover letter that indicates how your experience aligns with the scope of this position to be considered for this competition.   Minimum recruitment standards outline the minimum education and experience required for appointments to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards. Notes One (1) full-time Temporary (12 months) position available. This position reports 36.25 hours of work per week, Monday to Friday. This position is located at the Terrace Building, 9515 107 Street, NW in Edmonton. This position must be worked full-time in office.  Final candidates will be required to undergo a security screening.    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.   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.