About the position

The Ministry of Assisted Living and Social Services leads income, employment, disabilities and community-based supports, family violence prevention, and family & community support services. The Common Service Delivery (CSD) branch holds expertise in delivery of centralized, citizen centered services, including contact centre and benefit administration services. CSD delivers centralized services on behalf of other program areas within ALSS as well as other ministries across the Government of Alberta and the Government of Canada.

Responsibilities

• Assessment of applications to determine eligibility for Alberta Child Health Benefit (ACHB) and Alberta Adult Health Benefit (AAHB) programs, Funeral Benefits, Residential Accessibility Modification Program (RAMP), Safer Spaces (Bill 204) Program, and Continuous Positive Airway Pressure (CPAP) Requests.
• Interpreting complex legislation, policies and guidelines for these programs, and in doing so, exercising considerable discretion and judgment in making decisions about eligibility.
• Performing contact centre duties that involve responding to a large number of client calls in order to liaise between both internal and external stakeholders, provide updates on the status of applications, troubleshoot issues, provide interpretations of legislation and policy, and provide complex information on unit programs and services.
• Determine eligibility according to program legislation and administrative procedures.
• Perform income/medical review requests as required.
• Prepare letters and emails to applicants, to delivery sites staff, physicians, and service providers regarding decisions and incomplete applications, and for collection of missing information.
• Work effectively with internal and external stakeholders including, but not limited to: Service Alberta, Alberta Health, Alberta Blue Cross, and other ministries.
• Conduct research and collect applicable documentation from clients and/or stakeholders to ensure client eligibility.
• Apply program policies and legislation to client files to determine eligibility.
• Coordinate with delivery site staff and third-party medical consultants regarding CPAP requests for AISH (Assured Income for the Severely Handicapped), ADAP (Alberta Disability Assistance Program), and Income Support (IS) programs.
• Provide information and support to delivery site staff and clients regarding Health Benefit Exception Committee requests for Alberta Health Benefits, AISH, ADAP, and Income Support programs.
• Liaise with funeral service providers and applicants regarding Funeral Benefit grant applications.
• Coordinate with applicants, social workers, occupational therapists, physicians, and home modification service providers regarding eligibility and application requirements.
• Work collaboratively with Health Benefit clients, health service providers, and health and dental vendors to facilitate benefit access and resolve issues.
• Assist applicants who are victims of abuse by coordinating with emergency protection and shelter service providers as appropriate.
• Interpret and assess information on program legislation, regulations and policy for clients and Albertans by telephone and email.
• Provide holistic assessment and provide guidance to clients on program eligibility, application/appeal procedures and processes.

Requirements

• High school diploma and four years of related experience. Equivalencies will be considered as directly related education or experience based on 1 year of education for 1 year of experience or 1 year of experience for 1 year of education.
• Possess in-depth knowledge of all applicable legislation, regulations, policies, criteria, guidelines, processes and procedures for client funding and to determine eligibility and calculate assessments.
• Excellent, accurate, articulate and concise verbal, writing, and mathematical abilities.
• Be able to research, create and analyze information provided on IT systems and paper application/correspondence.
• Analytical, research, and decision-making skills, including ability to pay close attention to detail.
• Organizational and time management skills, including ability to function effectively in a high volume work environment.
• Ability to effectively manage stress and difficult situations.
• Confidence and ability to efficiently and effectively diffuse hostility and resolve conflicts.

Nice-to-haves

• Familiarity with computers and ability to learn unfamiliar systems
• Attention to detail
• Flexibility and adaptability to rapidly changing situations
• Good recall of learned information
• Research, analysis, and critical thinking skills

Benefits

• Public Service Pension Plan (PSPP)
• Alberta Public Service Benefit Information
• Professional learning and development
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.