Intake Officer

Aplin; Edmonton; On-site; CAD 42,000 - 62,000; Full time

Job summary

Aplin is recruiting an Intake Officer for a temporary, in-office role in downtown Edmonton. You will be the first point of contact for the public, handling a high volume of live calls and gathering essential information for timely triage.

The ideal candidate will have 4+ years in intake or related fields, demonstrate strong phone communication, active listening, and the ability to remain calm in sensitive situations. Immediate start and a contract through year-end are involved.

Qualifications

• 4+ years of intake, client service, call centre, case coordination or similar experience.
• Exceptional telephone communication skills with a clear, professional style.
• Comfort with handling a high volume of live calls.
• Ability to gather information effectively and maintain focus in conversations.

Responsibilities

• Respond to incoming calls regarding complaints, concerns and service inquiries.
• Gather comprehensive information from callers and document details.
• Complete intake forms with accurate information.
• Assess inquiries to route to appropriate next steps.
• Make referrals to the correct area or resource.
• Ask questions to clarify information and keep conversations on track.
• Maintain accurate records for each interaction.
• Handle sensitive or distressing calls with calm, empathy, and professionalism.
• Represent the organization professionally as a front-line contact.
• Learn processes, categories, and referral requirements for triage.

Skills

Communication

Active listening

Call center

Empathy

Job description

We are recruiting anexperienced Intake Officerfor an immediate temporary opportunity within the Government of Alberta. These positions will support a backlog of incoming complaints and serve as a key first point of contact for members of the public.

The successful candidate will be a confident communicator who can handle a high volume of live calls, gather important information, navigate sensitive conversations and ensure each caller is directed appropriately.

This is a fully in office position located downtown Edmonton. Start date is ASAP and the contract term is until the end of the year.

What You’ll Be Doing

• Respond to incoming calls regarding complaints, concerns and service inquiries.
• Listen carefully and gather comprehensive information from callers.
• Complete complaint and intake forms with accurate, detailed information.
• Assess each inquiry to determine the nature of the complaint and appropriate next steps.
• Make referrals to the appropriate area or resource.
• Ask effective questions to clarify information and keep conversations moving.
• Maintain accurate records and documentation for each interaction.
• Handle calls involving sensitive or potentially distressing situations, including concerns regarding vulnerable individuals or care environments.
• Communicate professionally with callers who may be frustrated, angry, upset, confused or emotional.
• Represent the organization professionally and respectfully as a front-line point of contact.
• Learn relevant processes, complaint categories and referral requirements to effectively triage incoming concerns.

What We’re Looking For

• Approximately 4+ years of relevant experience in intake, client service, call centre, case coordination, complaints management or a similar environment.
• Exceptional telephone communication skills and a clear, professional communication style.
• Very comfortable spending a significant portion of the day handling live calls.
• Strong active listening skills with the ability to draw out relevant information without allowing conversations to become unfocused.
• Calm, patient and tactful when dealing with difficult or emotional situations.
• Able to establish rapport while maintaining appropriate professional boundaries.
• Strong judgment and the ability to assess situations on a case-by-case basis.
• Able to manage a high-volume environment while maintaining professionalism, accuracy and empathy.

At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers.Accommodation is available upon request throughout all stages of the recruitment process.