Case Officer - Edmonton, Canada - Government of Alberta

Description

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Job Title: Case Officer
Job Requisition ID: 59088
Ministry: Justice (CA14)
Location: Edmonton
Full or Part-Time: Full-Time
Hours of Work: 36.25 hours per week
Regular/Temporary: Regular - currently we are filling a number of positions.

This competition could be used to fill either current or future vacancies in the unit.
Scope: Open
Closing Date : June 10, 2024
Classification: Administrative Support 6
Salary: $2,073.50 to $2,549.41/bi-weekly ($54,118 to $66,539/year)

The 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. For more information on diversity and inclusion, please visit

Alberta Justice helps ensure all Albertans can live in safe and resilient communities while having access to a fair and innovative justice system. Working alongside its partners in law enforcement, family justice, health, the judiciary, the criminal justice system and other stakeholders, the ministry has a direct or shared responsibility in all elements of the justice system in Alberta. Follow this link to find out more about our department

The Family Support Order Services (FSOS) Branch, Courts and Justice Services Division (CJS) helps families achieve their court ordered support obligations. We are committed to providing fair, impartial, supportive, informative and courteous service.

Information regarding the MEP can be found by visiting our website at: https://www.

The Case Officer will report directly to various Team Leads in the Maintenance Enforcement (MEP) – Compliance Unit within the Family Support Order Services (FSOS) Branch. The Case Officer is the primary decision maker and main point of contact for clients and stakeholders of the MEP on matters related to the collection and enforcement activities on MEP files.

Case Officers can be assigned to any of the MEP work units that are directly, or indirectly responsible for the delivery of services. They are required to be proactive in the detection of file issues, as well as reactive to file inquires, and to design and implement solutions to secure compliance or resolution by way of conducting inquiries, negotiations, initiating collection and/or enforcement actions.

As the successful candidate will be required to display the creativity necessary to craft solutions for unique or unusual situations, all delivered in a responsive, professional and impartial manner while acting as the frontline ambassador for the program. The incumbent operates within a changing and highly legislated environment and are therefore required to be agile and adaptive to change.

The Maintenance Enforcement Program (MEP) enforces maintenance obligations awarded in court orders and certain agreements by collecting payments. This can be a very emotional time for these clients and/or payors, which can result in difficult conversations. Candidates that have strong de-escalation techniques and experience dealing with difficult situations will be the most successful in this role.

The main responsibilities of these positions include, but are not limited to:

• Daily contact with clients and stakeholders via telephone or email
• Negotiating payment arrangements
• Initiating enforcement action
• Communicating and working with clients to maintain regularity of payment
• Analyzing, interpreting and action related correspondence or forms including court orders, Statement of Finances, Child Status Reviews and other related legal documents
• Referring files to other collection units

The successful candidates will have:

• Excellent customer service and telephone etiquette
• The ability to treat all of our clients with Respect and Integrity
• Excellent written and oral communication skills
• Strong attention to detail; the ability to multi-task and set priorities
• The ability to deal with confrontation and sensitive situations with tact and diplomacy.
• Excellent problem solving and analytical skills
• Proficient MS Office Suite experience (Word, Excel and Outlook)
• Will have strong computer skills and experience with in-house database programs.
• Experience in implementing de-escalation techniques to resolve issue and/or conflict.

Our Case Officers are team players and are in frequent contact with a wide group of stakeholders on a daily basis.

Qualifications

A High School Diploma plus a minimum of four years related progressively responsible experience

Equivalencies considered:
Directly related education or experience will be considered on the basis of 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education.

Required

• Experience such as collections, customer support and/or administrative support
• Please outline how your experience relates to the qualifications in detail in your cover letter. Your written ability will be assessed through your cover letter. A cover letter is required and applications without will not be considered.
• Minimum of one year of work experience using Microsoft Office products (Outlook, Excel, Word, PowerPoint)

Assets:

• Experience analyzing and working with court orders and related legislation
• Experience using de-escalation techniques with clients and/or stakeholders to resolve issues and/or conflicts.
• Experience previously working in the Family Support Order Services Branch
• Experience in a call centre environment
• Knowledge of computer systems and software and ability to learn in-house database programs
• Knowledge of related legislation and Acts/Regulations with demonstrated proficiency in the interpretation and application of the Maintenance Enforcement Act and Regulations, FOIP, Inter-jurisdictional Support Orders Act, Divorce Act and Family Law Act and others as applicable

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

Positions Currently available: Two (2) permanent salaried position

Location: John E. Brownlee Building, 10365 – 97 Street, Edmonton, Alberta T5J 3W7

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.

There will be online written assignments required to move through the recruitment process. Just because you have completed a written assignment does not guarantee an opportunity to interview for this position. Only those candidates that meet the required mark will be given an opportunity to interview. You must have access to a computer to complete this assignment.

What we offer:

• Positive workplace culture and work-life balance
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
• Leadership and mentorship programs

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:
.

Agility - able to quickly adapt to changing priorities and to respond with effective decisions
Build Collaborative Environments - able to work as a member of a team comprised of stakeholders both within and outside of government whose goal is supporting and protecting vulnerable Albertans
Creative Problem Solving - Ability to assess options and implications in new ways to achieve outcomes and solutions.
Drive for Results: able to proactively build networks, connect and build trust in relationships with different stakeholders
Systems Thinking able to understand the broader impact of your work and to anticipate outcomes

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.

Click on the "Apply Now" button.

Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service ) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information ).

It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.

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 a copy of the role profile, and/or require a disability related accommodation during the recruitment process, please contact Krista Lammie at .