Information Officer Lead - Jobs in Alberta

Job Description

Job InformationJob Requisition ID: 22393Ministry: Environment & ParksLocation: Various AB Provincial Parks - Central, Kananaskis, North, South RegionsFull or Part-Time: Various - Full-time & Part-timeHours of Work: 40 hours per weekRegular/Temporary: SeasonalScope: WagesClosing Date: January 20, 2022Classification: Subsidiary 01B 4000 Administrative Support 3About UsThe Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported.Central Region includes Edmonton, Red Deer, Rocky Mountain House, Hinton, Grande Cache, Whitecourt, and Wainwright areas including Aspen Beach, Crimson Lake, Carson-Pegasus, Dillberry Lake, Miquelon Lake,Pierre Grey’s Lakes, Pigeon Lake, Red Lodge, William Switzer Provincial Parks.Kananaskis Region includes dozens of Provincial Parks, Wildland Provincial Parks, Provincial Recreation Areas and Public Land Use Zones between the City of Calgary and the Town of Canmore including Elbow Valley Visitor Information Centre, Kananaskis Visitor Information Centre, and Peter Lougheed Parks Discovery Centre.North Region includes Parks in the Cold Lake, Athabasca, Lakeland, Slave Lake and Grande Praire Regions including Cold Lake, Long Lake, Moose Lake, Whitney Lakes, Saskatoon Island, Lakeland and Lesser Slake Lake Provincial Parks.South Region includes Oldman River / Pincher Creek Provincial Recreation Area and, Cypress Hills.To see the geographic area of Regions and locations of Provincial Parks , download and review pdf:RoleIn general, Information and Lead Information Officers (IOs) work alongside and oversee the staff, volunteers, and day-to-day operations in Provincial Park campground booths, stores, and Visitor Information Centres. They deliver public safety and recreational messaging, and act as a conduit for two-way communication between Alberta Parks and Park visitors to ensure visitors and campers have a positive Park experience.In the Central Region, these positions are titled “Lead Information Officers”, reporting directly to the Business Operations & Information Services Supervisor (BOISS), and are responsible for creating a positive, productive environment for up to five team members. This position is a front-line customer service role that focuses on higher level administrative and leadership tasks, such as scheduling, staff training, visitor concern management, on-site troubleshooting, inventory management, cash reconciliation, and reporting.In the Kananaskis Region, these positions are tilted “Information Officers” reporting directly to the Visitor Information Centre Supervisor for their area. This is a front-line customer service role that focuses on day-to-day operations of the larger Kananaskis Information Program, including handling visitor inquiries at the Visitor Information Centre, performing retail sales, issuing Kananaskis Conservation Passes, cash-in/cash-out procedures, compiling and posting Regional trail data from staff and users, editing data on the Alberta Parks website, and responding to requests through email, phone, social media, and mail.In the Northern Region, these positions are titled “Information Officers or Lead Information Officers”, reporting to various Supervisors dependent on assigned Park location. This position is a front-line customer service role that focuses on higher level administrative and leadership tasks, sometimes overseeing staff while doing day-to-day operational tasks.In the Southern Region, these positions are titled “Information Officers”, reporting to the Business Operations & Information Services Supervisor (BOISS) and focus on performing day-to-day operations to ensure that Park visitors receive excellent customer service and ensure that Park visitors have a positive Park experience.All applicants will be interviewed to qualify for the Information Officer role prior to interviewing for the Lead role. If you are unsuccessful in the LIO competition and want to be considered for the IO role, please apply for both.Highlights of responsibilities include:Administrative Duties

• Learn and adhere to all pertinent policies, procedures, and protocols, including OHS, campground regulations, and GOA directives
• Follow proper paperwork procedures to ensure consistency
• Complete daily cash-outs and accurately enter data into Excel workbooks
• Review and reconcile camping revenue for all IOs before submission deadlines
• Record and organize statistics for public visitation and demographics when required
• Manage invoices and track expenditures
• Create detailed reports, information posters, and promotional materials using Microsoft Word, Publisher, and Excel
• Review IOs’ promotional materials and information posters before submitting to BOISS for approval
• Place orders for booth and store inventory (where applicable) to ensure the proper supplies are available prior to busy campground times

Role cont...In-Person Information Services

• Provide exceptional customer service as the first point of contact for day users and overnight campers, in person, at the booth at registration time or any time visitors have inquires
• Understand reserve.albertaparks.ca functions to register campers, update visitor information, and process payments or refunds using the system
• Operate cash register and point of sale system
• Manage a till float to ensure that staff are able to provide appropriate change to visitors at all times
• Manage retail sales, orders, inventory, and stock
• Daily opening tasks, closing tasks and ensuring location is open to the public during scheduled hours of operation
• Participate in all required booth operations, including camper compliance, shower coin collection, group unit counts, and daily cleaning
• Receive, respond to, and follow up with customer complaints
• Provide on-site visitor concern management, troubleshooting, and reporting
• Learn emergency protocols to provide support to visitors and staff in an emergency situations

Education & Information Services

• Respond to in-person and telephone/email requests for information on area amenities and recreational activities
• Advise the public of the various rules, policies, and regulations that apply within a Provincial Park
• Stay up-to-date on relevant activities, opportunities, and conditions (trails, water, fishing, etc.) to provide to the public
• Plan and deliver activities to support special events (such as Canada Day or Parks Day)

Supervision and Leadership (primarily in Central Region)

• Ensure Information Officers (IOs) receive appropriate training for booth operations, reservation system, and GOA processes ensuring that there are clear expectations and processes for making effective decisions
• Provide ongoing support and constructive feedback to IOs through regular check-ins on progress, one-on-one training, and follow up with BOISS
• Coordinate day-to-day tasks of the team and ensure daily procedures are followed
• Maintain open communication with other program areas to ensure visitors’ needs are met
• Liaise with local Visitor Information Centres and community groups to ensure availability of promotional and tourism materials
• Manage day-to-day schedule change; review staff timesheets prior to submission

QualificationsEducation:

• High School Diploma with preference for post-secondary education plus one year of customer service experience
• Equivalencies will be considered

Additional Requirements to be successful in this role include:

• Exceptional English language proficiency for verbal and written communication
• Proficient computer skills (Microsoft Office, internet); Publisher and PowerPoint is also an advantage
• Valid Class 5 Driver’s License; defensive driving course
• Valid First Aid Certificate

Assets:

• Experience or training in Tourism & Hospitality, Administration, Communications, Accounting, or Business and ability to provide exceptional Customer Service
• Previous Alberta Environment and Parks experience and direct experience with Reserve.AlbertaParks.ca
• Experience handling cash, credit and debit card transactions, computer usage, debit machines
• Strong computer skills, including Microsoft Office (Excel, Word, Outlook, and Publisher)
• Customer service, retail and cash-handling experience and/or administration experience
• Previous supervisory/leadership experience
• Familiarity with the campground operations and/or the area surrounding your park preferences; camping experience or knowledge of appropriate campground etiquette

APS CompetenciesCompetencies are behaviours 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. The link below will assist you with understanding competencies:Competencies that are relevant to the role of Information Officer and Lead Information Officer include and will be discussed in the interview process

• Agility - Staff must be agile in order to anticipate and quickly adapt to changing priorities and situations in demanding and emergent environments to effectively meet diverse visitor needs and to be able to think creatively while working in a changing work environment.

• Drive for Results - By demonstrating a strong desire to be proactive, reliable, use good time management and organizational skills, and paying attention to details, you will have the ability to champion innovation and display high standards in programs, initiatives and services.

• Develop Self and Others - By actively learning about the needs of park visitors, reflecting on public interactions to identify areas of improvement and creating a shared learning environment to lead the delivery of top level customer service; you will also need to cross-train for other areas or duties such as assisting with maintenance

• Build Collaborative Environments - With a positive attitude and well developed interpersonal and communication skills, you will You will promote collaboration and commitment with a variety or people and diverse populations, encourage broad thinking on projects, work together to eliminate barriers to progress, and facilitate open and respectful dialogue

• Systems Thinking - This position is one component of a larger work environment that includes other program areas so its important to understand how the position contributes to achieving broader Alberta Environment & Parks goals.

• Creative Problem Solving - Occasionally challenges arise and staff must assess options, understand implications and determine appropriate actions to achieve the necessary solutions. You will use a wide range of communication techniques to promptly and professionally address issues and independently or collectively solve problems as they arise.

SalaryPositions may be offered as 36.25 hours per week or 40 hours per week based on Region or location and are not negotiable to interchange.

• For positions based on 7.25 hours per day or 36.25 hours per week, rate of pay is $19.51 to 23.56 per hour
• For positions based on 8.0 hours per day or 40 hours per week, rate of pay is $21.41 to $26.05 per hour

Wage employees receive 11.2% in addition to regular wage earnings in lieu of benefits and vacation leave.

• 5.2 percent of regular wage earnings instead of paid holidays
• 6 percent of regular wage earnings instead of annual vacation pay

NotesTerms of Employment

• Fulfill seasonal contract (anticipated April – September/October)
• Evening and weekend work will be required. A premium is paid for these shifts
• Access to reliable transportation to and from place of work
• Valid Class 5 Driver’s License
• Final Candidates may require to provide an acceptable Drivers Abstract. (Will be reimbursed)
• Final Candidates may be required to provide a Criminal Records Check (will be reimbursed)
• Recognized Current Standard First Aid and CPR Level "C"/AED Certificate
• Adherence to Alberta Parks Uniform Policy
• Positions may require some outdoor work in a variety of weather conditions
• Training sessions at the beginning of employment are mandatory

Additional Notes:

• Interviews will take place in February
• Those selected for an interview will need to supply three work related references at time of interview
• Training will be provided to successful candidates
• Shared rental accommodation may be available, depending on Park location

Mobile positions: While most positions will be based out of a Visitor Information Centre or registration booth, William A. Switzer Provincial Park, Pierre Grey’s Lakes Provincial Park and Moose Lake Provincial Park will have limited mobile positions where the Information Officer will be expected to travel for much of their shift.How To ApplyOnline applications are required. Applicants are advised to provide a cover letter that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience and relevant examples of required competencies.If you are not currently an employee with the Government of Alberta, the first step in applying for a job is creating your candidate profile within our online application system,Existing employees should access the Career tile in 1GX to submit their application in order to be recognized as an internal applicant.Once you have created your candidate profile, visit the Alberta Public Service job site to apply for jobs at:Tips for applicants:It is recommended that applicants who have obtained educational credentials from outside of Canada and have not had them previously assessed, obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)If you require assistance, please contact Samantha Kith at Samantha.kith@gov.ab.caClosing StatementThis 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. Only individuals selected for interviews will be contacted.If you require any further information on this job posting, please email aepparks.jobs-cen@gov.ab.ca.If this competition is closed as per the closing date noted above, please continue to checkQuick Apply

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