Job Information
Job Title: Income Support Contact Centre (ISCC) Advisor
Job Requisition ID: 70988
Ministry: Assisted Living and Social Services
Location: Remote Work (anywhere in the province)
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week - rotational shift work
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: May 29, 2025
Classification: Program Services 1
Salary: $2,165.27 to $ 2,814.70 bi-weekly ($56,513 - $73,463/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: https://www.alberta.ca/diversity-inclusion-policy.aspx
The Department of Assisted Living and Social Services leads seniors, income, employment, disabilities and community-based supports, and family & community support services.
The Income Support program provides financial benefits to individuals and families who do not have the resources to meet their basic needs, like food, medication and shelter. We are looking for professionals to be part of our team to assist in developing the skills and supports that people need to succeed in Alberta.
Role Responsibilities
The Income Support program provides financial benefits to individuals and families who do not have the resources to meet their basic needs, like food, medication and shelter. We are looking for professionals to be part of our team to assist in developing the skills and supports that people need to succeed in Alberta.
As an Income Support Contact Centre Advisor, you will do an assessment of needs for emergency benefits for all Albertans including existing Income Support and Assured Income for Severely Handicapped (AISH) clients. You will facilitate troubleshooting and resolutions for low-income Albertans to enhance services to potential and existing clients. You will be responding to telephone, fax, email and written inquiries from Albertans about Income Support matters. As well, you will provide program interpretation, advice and information on the Income and Employment Supports Act and on a variety of policy operational issues.
This is a provincial based 24/7 contact Centre providing information, problem solving and referral services to Albertans.
Your excellent problem-solving and assessment skills will help you be successful in this position. Familiarity with related programs/services provided through provincial and federal government departments will ensure your smooth transition into this role.
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
Below is a list of the APS Competencies to assist you:
• Agility
• Drive for Results
• Develop Self and Others
• Build Collaborative Environments
• Develop Networks
• Systems Thinking
• Creative Problem Solving
Qualifications
Two year Diploma in Social Work or related field such as social sciences, psychology, health services, community rehabilitation and disability studies. Equivalencies of directly related education or experience considered on the basis of 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education.
Preference will be given to applicants who have experience with Income Support programs. Experience working with vulnerable populations and determining eligibility for financial assistance programs will be considered an asset.
Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards
Notes
Hours of work are 36.25 hours weekly.
This is a fully remote, work from home, position within the Province of Alberta.
Current available shift times for these positions are:
Shift #1: Tuesday to Saturday
- 1st week: Mornings (operationally as required: start times of 9, 10 or 11 a.m.)
- 2nd week: Afternoons: 2:45 p.m. to 10:30 p.m. (this shift pays a shift differential)
Shift #2: Sunday to Thursday
- 1st week: Mornings (operationally as required: start times of 9, 10 or 11 a.m.)
- 2nd week: Afternoons: 2:45 p.m. to 10:30 p.m. (this shift pays a shift differential)
Shift #3: Thursday to Monday
- Afternoons: 2:45 p.m. to 10:30 p.m. (this shift pays a shift differential)
This competition will be used to fill permanent vacancies. This competition may be used to fill future permanent or temporary vacancies, across the Government of Alberta, at the same or lower classification level.
Candidates who are successful in the selection process will be placed in a Talent Pool. This competition will be used to create an eligibility list of qualified candidates to fill upcoming opportunities as vacancies arise. Should you qualify, your resume is added to a qualified list for consideration for other opportunities at the same or lower classification levels.
As a qualified candidate:
- You were successful in the interview (pending reference and other pre-employment checks) but were not selected.
- You may be considered for future opportunities in the same or a lower classification for a period of six (6) months.
- If you are contacted regarding other opportunities, it will be your decision whether to pursue these.
- If you choose to pursue these opportunities, the recruitment process may involve further assessments specific to the position.
In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part time or full time.
Your cover letter and resume will be used as a screening tool to assess your written communication, education, experience and skills.
Reliable high-speed internet is required.
Final candidates will be required to undergo a security screening. Due to wait times to receive a completed Criminal Records Check (CRC) applicants that are invited for an interview are encouraged to request a completed CRC (level 1) check from their local RCMP/Police detachment prior to their interview. The CRC will only need to be provided upon request.
Notes cont'd..........
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.
- 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
- 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
- Leadership and mentorship programs
How To Apply
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.
Candidates are required to apply for a job online. Please visit https://www.alberta.ca/job-application-resources#before for more information. Please visit Recruitment Principles, for more information.
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 (IQAS)(https://www.alberta.ca/international-qualifications-assessment.aspx) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (https://canalliance.org/en/default.html).
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. Only individuals selected for interviews will be contacted.
If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Baiju Jacob at Baiju.Jacob@gov.ab.ca
