Information Officer

Government of Alberta; Edmonton; On-site; CAD 219,000 - 277,000; Full time

Benefits offered by this job

Positive workplace culture

Work-life balance

Job summary

The Government of Alberta is seeking an Information Officer (Contact Centres & Employee Safety Office) in Edmonton to provide accurate information on health legislation and related programs. You will handle inquiries, guide callers to available services, and collaborate with a team in a fast-paced environment.

Reporting to the Team Lead, you will answer calls and emails, interpret legislation, and refer complex issues to appropriate departments while maintaining a high level of professionalism

Qualifications

• High school diploma and three years of related experience in retail, service industry, or call centre.
• Equivalency: one year of experience for one year of education, or vice versa.
• Cover letter required with a summary of background and interest.

Responsibilities

• Provide courteous, timely and accurate information to callers on legislation and programs.
• Offer guidance on avenues available and referrals to other departments or agencies.
• Respond to a high volume of calls and emails with professionalism and accuracy.
• Support a team in a fast-paced, service-oriented environment.

Skills

Excellent communication

Problem solving

Teamwork

Independent

Professionalism

Legislation interpretation

Program familiarity

Telephone techniques

Courteous customer service

Education

High school diploma

Three years related experience

Tools

CXone

Reflections

ServiceNow

Job description

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Job Title: Information Officer (Contact Centres & Employee Safety Office)

Job Requisition ID: 86695

Ministry: Service Alberta and Red Tape Reduction

Location: Edmonton

Full or Part-Time: Full Time

Hours of Work: 36.25 hours per week

Permanent/Temporary/Wage: Permanent

Scope: Open Competition

Closing Date: August 24, 2026

Classification: Administrative Support 5 (015ASA)

Salary: $2,192.15 to $2,773.77 bi-weekly ($57,215 - $72,395/year)

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 Alberta strives to enable the success of our Ministry partners and Albertans through providing exceptional client focused services that meet and exceed our clients' expectations.

We are looking for collaborative, agile, solutions focused individuals with strong communication skills and a strong service orientation. If that describes you, please read on!

Do you have a passion for offering excellent customer service while dealing directly with the public - responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast-paced call Centre environment? If yes, we have an incredible career opportunity for you!

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.

To be successful in this role you will need to demonstrate:

• Excellent written and verbal communication skills.
• Strong and creative problem-solving skills.
• The 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.
• The ability to function independently.
• The ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• The 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.
• The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.

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.

Below is the list of critical competencies required for this role:

• Agility - Must be able to anticipate, assess, and readily adapt to changing priorities, maintain resilience, and work effectively in changing environments.
• Drive for Results - Sets goals and prioritizes work to accomplish them. Follows through on duties and tasks and reports on progress.
• Develop Networks - Proactively builds networks, foster connections, and establishes trust in relationships with diverse stakeholders.
• Systems Thinking - Understands how work contributes to the achievement of departmental goals. Anticipates changes in own area based on activities in other areas.
• Creative Problem Solving - Have the ability to assess options and implications in new ways to achieve outcomes and solutions.
• Build Collaborative Environment - Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• Develop Self and Others - A commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others.

Qualifications

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.
• A cover letter is required along with your application. In your cover letter, please briefly summarize:
  • How your professional and/or academic background relates to this role, including your direct and transferable expertise and skills, and
  • Reason(s) for your interest in this role.
• Applications without a cover letter will not be considered. Cover letters will be used to evaluate your written communication skills. Cover letters will also be assessed for conciseness, accuracy, and grammar as part of the screening process.

Preference will be given to the applicants who have:

• Experience working with Microsoft Office (Outlook, Word and Excel)
• Experience with CXone, Reflections, and ServiceNow or similar computer programs.
• Experience with of Acts, Legislation and Agreement including but not limited to POPA Act and appropriate regulations.

Hours of work: Monday - Friday, 8:15 am - 4:30 pm (36.25/week)

Positions Currently available: Two (2) permanent positions are available.

This job posting might be used to fill similar opportunities in the future as well.

Location: This opportunity is located at Terrace Building, 9515 107 Street NW, Edmonton.

Final candidates will be asked 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 we have to offer:

• Positive workplace culture and work-life balance.

Closing Statement

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements.

If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Adenike Adebayo-Coker at [e-mail] .