Job Information
Job Title: Case Coordinator
Job Requisition ID: 74251
Ministry: Jobs, Economy, Trade and Immigration
Location: Edmonton
Full or PartTime: Full Time
Hours of Work: 36.25 hours per week
PermanentTemporary: Permanent
Scope: Open Competition
Closing Date: August 5, 2025
Classification: Administrative Support 5
Salary: $1,913.27 to $2,342.49 biweekly ($49,936 $61,138year)
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.cadiversityinclusionpolicy.aspx.
To learn more about the Advisor Office, please click here: https:advisoroffice.alberta.ca
Role Responsibilities The Advisor Office has two independent Branches: one representing the interests of workers (Worker Advisor Branch), and the other representing the interests of employers (Employer Advisor Branch). Reporting to the Team Lead, Case Coordinator, the role of the Case Coordinator is to provide the initial intake function for the Advisor Office by identifying client needs, providing accurate and timely information about Advisor Office programs and services, then assisting with guidance throughout the process.
The Case Coordinator’s duties will include administrative assistance to the staff of the Advisor Office while providing excellent customer service. The role assesses problems and situations and applies applicable policies and procedures in order to identify options and develop an appropriate course of action within parameters provided. The Case Coordinator is required to resolve routine procedural problems, resolve conflicts in work assignments and priorities, as well as identify and involve appropriate resources to address issues needing immediate response.
Specific accountabilities include:
- Provides excellent customer service to all walkin, online and telephone inquiries.
-
- Monitors mailboxes for incoming intake forms.
-
- Handles all Advisor Office correspondence (physical mail, email, and faxes) ensuring it is triaged and distributed in a timely fashion.
-
- Triage clients by identifying needs and providing guidance on Advisor Office services.
-
- Enters information into systemsdatabases to create or update existing client files.
-
- Ensures the proper completion and distribution of intake forms and related correspondence.
-
- Answers basic questions about the appeal process. Completing an initial contact checklist and updating the file accordingly.
-
- Acts as the clients primary Advisor Office contact until the Advisors first contact.
-
- Provides administrative support services including reception duties, mail distribution, photocopying, data entry and proofing of correspondence.
-
- Takes and transcribes minutes for Advisor Office meetings, including following up on action items assigned by leadership.
-
- Monitor’s progress on filesissues and monitor for any incoming claim files and request file updates throughout the life of a claim.
-
- Updates accurately business systems doing data entry.
-
- Updates and maintains statistical records to support management goals.
-
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.casystemfilescustom_downloaded_imagespscalbertapublicservicecompetencymodel.pdf.
Qualifications High school diploma and three years of administrative experience.
Equivalencies will be accepted on the basis of:
• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education
For your application to be considered, a cover letter explaining your qualification and suitability for this role is required to be attached with your application.
Knowledge:
• A postsecondary education in office administration is an asset.
• Knowledge of government legislation, policies, procedures and practices.
• Knowledge of legislation and policy procedures, from a government perspective, including the Freedom of Information and Protection of Privacy Act (FOIP Act) and Records Management Regulation.
• Understanding of Government of Alberta records management policies and procedures.
• Some knowledge of internal and external resources to solve urgent or emerging issues.
• A suitable combination of education and experience may be considered.
Experience:
• A minimum of three years administrative experience.
• Experience in a claim’s environment, insurance, rehabilitation or other related fields desirable.
• Some experience in interpretationapplication of policy andor legislation.
Qualifications continued Skills & Abilities:
• Ability to manage a demanding workload.
• Demonstrated organizational, time management, team skills, decisionmaking ability and problemsolving skills.
• Ability to work independently, take initiative, prioritize work and follow through with tasks.
• Ability to build and maintain internal and external stakeholder relationships.
• Positive attitude, team player with a strong customer service focus.
• Strong interpersonal and excellent oral and written communication skills are essential.
• Ability to prepare correspondence, presentations, etc. for a range of audiences and follow up on correspondence as necessary.
• Ability to negotiate acceptable solutions to administrative problems as they arise.
• Accurate keyboarding and document formatting skills.
• Basic research skills to compile information for projects.
Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https:www.alberta.caalbertapublicserviceminimumrecruitmentstandards.
Notes This is a permanent position, and the hours of work are Monday to Friday – 8:15am 4:30pm for a total of 36.25 hours. The position location is Edmonton or Calgary.
Work Arrangement: Hybrid work set up 3 days in the office and 2 workfromhome days.
For your application to be considered, a cover letter explaining your qualification and suitability for this role is required to be attached with your application.
The final candidate for this position will undergo an academic check, reference checks and provide a suitable security screening.
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education and experience. Please clearly state the employment dates on your resume with the month and the year.
Any costs associated with obtaining the required documentschecks as noted or interview travel expenses will be the responsibility of the candidate. Outofprovince applicants can obtain the required documentschecks from the province they currently reside in.
Links and information on what the GoA has to offer to prospective employees:
• Working for the Alberta Public Service https:www.alberta.caadvantagesworkingforalbertapublicservice.aspx.
• Public Service Pension Plan (PSPP) https:www.pspp.ca.
• Alberta Public Service Benefit Information https:www.alberta.caalbertapublicservicebenefits.
• Professional learning and development https:www.alberta.caprofessionaldevelopmentsupportdirective.
• Research Alberta Public Service Careers tool – https:researchapscareers.alberta.ca.
• Positive workplace culture and worklife 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.
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.cajobapplicationresources#before for more information. Please visit Recruitment Principles, for more information.
It is recommended applicants who have completed postsecondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)(https:www.alberta.cainternationalqualificationsassessment.aspx) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (https:canalliance.orgendefault.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 Donna M. Lee, TAS Administrator at donna.m.lee@gov.ab.ca.
The Advisor Office has two independent Branches: one representing the interests of workers (Worker Advisor Branch), and the other representing the interests of employers (Employer Advisor Branch). Reporting to the Team Lead, Case Coordinator, the role of the Case Coordinator is to provide the initial intake function for the Advisor Office by identifying client needs, providing accurate and timely information about Advisor Office programs and services, then assisting with guidance throughout the process.
The Case Coordinator’s duties will include administrative assistance to the staff of the Advisor Office while providing excellent customer service. The role assesses problems and situations and applies applicable policies and procedures in order to identify options and develop an appropriate course of action within parameters provided. The Case Coordinator is required to resolve routine procedural problems, resolve conflicts in work assignments and priorities, as well as identify and involve appropriate resources to address issues needing immediate response.
Specific accountabilities include:
- Provides excellent customer service to all walkin, online and telephone inquiries.
- Monitors mailboxes for incoming intake forms.
- Handles all Advisor Office correspondence (physical mail, email, and faxes) ensuring it is triaged and distributed in a timely fashion.
- Triage clients by identifying needs and providing guidance on Advisor Office services.
- Enters information into systemsdatabases to create or update existing client files.
- Ensures the proper completion and distribution of intake forms and related correspondence.
- Answers basic questions about the appeal process. Completing an initial contact checklist and updating the file accordingly.
- Acts as the clients primary Advisor Office contact until the Advisors first contact.
- Provides administrative support services including reception duties, mail distribution, photocopying, data entry and proofing of correspondence.
- Takes and transcribes minutes for Advisor Office meetings, including following up on action items assigned by leadership.
- Monitor’s progress on filesissues and monitor for any incoming claim files and request file updates throughout the life of a claim.
- Updates accurately business systems doing data entry.
- Updates and maintains statistical records to support management goals.
-
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.casystemfilescustom_downloaded_imagespscalbertapublicservicecompetencymodel.pdf.
Qualifications
High school diploma and three years of administrative experience.
Equivalencies will be accepted on the basis of:
• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education
For your application to be considered, a cover letter explaining your qualification and suitability for this role is required to be attached with your application.
Knowledge:
• A postsecondary education in office administration is an asset.
• Knowledge of government legislation, policies, procedures and practices.
• Knowledge of legislation and policy procedures, from a government perspective, including the Freedom of Information and Protection of Privacy Act (FOIP Act) and Records Management Regulation.
• Understanding of Government of Alberta records management policies and procedures.
• Some knowledge of internal and external resources to solve urgent or emerging issues.
• A suitable combination of education and experience may be considered.
Experience:
• A minimum of three years administrative experience.
• Experience in a claim’s environment, insurance, rehabilitation or other related fields desirable.
• Some experience in interpretationapplication of policy andor legislation.Qualifications continued
Skills & Abilities:
• Ability to manage a demanding workload.
• Demonstrated organizational, time management, team skills, decisionmaking ability and problemsolving skills.
• Ability to work independently, take initiative, prioritize work and follow through with tasks.
• Ability to build and maintain internal and external stakeholder relationships.
• Positive attitude, team player with a strong customer service focus.
• Strong interpersonal and excellent oral and written communication skills are essential.
• Ability to prepare correspondence, presentations, etc. for a range of audiences and follow up on correspondence as necessary.
• Ability to negotiate acceptable solutions to administrative problems as they arise.
• Accurate keyboarding and document formatting skills.
• Basic research skills to compile information for projects.
Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https:www.alberta.caalbertapublicserviceminimumrecruitmentstandards.Notes
This is a permanent position, and the hours of work are Monday to Friday – 8:15am 4:30pm for a total of 36.25 hours. The position location is Edmonton or Calgary.
Work Arrangement: Hybrid work set up 3 days in the office and 2 workfromhome days.
For your application to be considered, a cover letter explaining your qualification and suitability for this role is required to be attached with your application.
The final candidate for this position will undergo an academic check, reference checks and provide a suitable security screening.
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education and experience. Please clearly state the employment dates on your resume with the month and the year.
Any costs associated with obtaining the required documentschecks as noted or interview travel expenses will be the responsibility of the candidate. Outofprovince applicants can obtain the required documentschecks from the province they currently reside in.
Links and information on what the GoA has to offer to prospective employees:• Working for the Alberta Public Service https:www.alberta.caadvantagesworkingforalbertapublicservice.aspx.
• Public Service Pension Plan (PSPP) https:www.pspp.ca.
• Alberta Public Service Benefit Information https:www.alberta.caalbertapublicservicebenefits.
• Professional learning and development https:www.alberta.caprofessionaldevelopmentsupportdirective.
• Research Alberta Public Service Careers tool – https:researchapscareers.alberta.ca.
• Positive workplace culture and worklife 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.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.cajobapplicationresources#before for more information. Please visit Recruitment Principles, for more information.
It is recommended applicants who have completed postsecondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)(https:www.alberta.cainternationalqualificationsassessment.aspx) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (https:canalliance.orgendefault.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 Donna M. Lee, TAS Administrator at donna.m.lee@gov.ab.ca.
