Job Specification

Purpose of Position :

To provide bilingual receptionist and administrative support services for the Offices of the Minister and Deputy Minister.

Duties / Responsibilities :

1. Provides bilingual telephone and reception services for the Offices of the Minister and Deputy Minister as indicated:
-Answers all incoming calls to the offices from MPP's, other government offices, the public, and Ministry staff;
-Identifies nature of call and forwards to appropriate branch/staff members based on knowledge and understanding of the organizational structure and
programs of the Ministry and government;
-Refers callers to other ministries based on knowledge of the Ontario Government structure and responsibility centres;
-Takes messages and relays messages to appropriate person/area;
-Determines urgency of call or potential contentious issues and ensures the Business Manager, Executive Assistant to the Deputy Minister or Minister
are advised (i.e. media, ministerial/or officials);
-Manages contentious/difficult calls/clients by following established procedures;
-Responds to routine inquiries from government officials, ministry staff and the gerneral public;
-Recieves all visitors to the Offices, ensures proper protocol is maintained, particularly in difficult situations; ensures security of Offices by using
discretion in receiving visitors and following established protocols.
2.Utilizes a variety of software packages to produce correspondence, reports, charts, briefing notes, presentations, and graphics.
3.Prepares/composes correspondence and memos in English and French (e.g. from brief verbal instructions, or on own initiative); proofreads all
material to ensure accuracy of content, grammar, spelling, punctuation and format.
4.Opens, reviews, and assesses all incoming mail and materials, determining nature of correspondence and distributes as appropriate; arranges for
courier services on behalf of the office.
5.Provides administrative support services including making arrangements for meetings (e.g. booking rooms, arranging catering services, coordinating
AV equipment); ordering and receiving supplies; updating contact lists; managing office assets (desktops, laptops, etc); making travel and
accommodation bookings; filing and archiving duties; occasionally assisting with special projects as assigned.
6.Provides back up to colleagues within the office's administrative team during peak periods and as requested.

Note: Managers have the right to assign additional duties.

Staffing and Licencing :

Proficiency in oral and written French at the advanced level. Keyboarding and word processing skills.

Knowledge :

Job requires knowledge of
' Executive office and security protocols, receptionist techniques and methods and OPS customer service standards to provide bilingual receptionist and
administrative support services for the Offices of the Minister and Deputy Minister and to provide reception services to a broad range of callers and
visitors including senior governmental officials, the public and the media.
' The organizational structure and programs of the Ministry of Finance as well as programs of other OPS ministries and agencies in order to discern
nature of inquiries, provide general information and direct callers.
' Proficiency in oral and written French and English in order to provide bilingual services when responding to callers and visitors, answering inquiries,
and preparing/ composing correspondence and memos.
' OPS office procedures, practices and guidelines in relation to release of Information, records maintenance, document formats, and office supplies in
order to provide support in these areas and maintain appropriate confidentiality.
' Operations and capabilities of computer equipment and word-processing, database and spreadsheet software in order to maintain logs and records
and produce correspondence, reports, charts, and tables.
' Use of office equipment such as call director, printers, photocopiers, facsimiles, and scanners to operate in support of administrative services.

Skills :

Job requires:
'Reasoning skills to act as the Ministry's first contact for many callers and in identifying the nature and urgency of inquiries by soliciting information from
individuals who may range from senior governmental officials to members of the general public and the media.
'Reasoning skills to determine urgent circumstances (i.e. requests from the Premier's Office require contacting senior personnel who may be in
meetings or traveling in other areas of the province)
'Reasoning and problem solving skills and discretion in dealing in a calm and logical manner with individuals who may be upset or disruptive and
determining when circumstances dictate that security should be alerted.
'Evaluating skills to determine which software packages and formats to utilize when producing correspondence, memos, charts, and tables.
'Organizational skills to prioritize simultaneous inquiries, maintain a variety of manual and computerized records, and prioritize varied activities to meet
deadlines.
Job requires:
'Oral communication skills (in English and French) to ascertain precise nature and urgency of calls and to respond to a wide range of inquiries regarding
Ministry programs by providing information or referring to other staff/areas
'Written communication skills (in English and French) to compose correspondence, prepare and proofread
materials to ensure accuracy of grammar, spelling and syntax.
' Interpersonal skills, tact and courtesy to interact with all levels of personnel and the general public in a helpful manner and to solicit information from
upset or disruptive individuals.

Freedom of Action :

Job requires working within executive office protocols, receptionist techniques and methods, and OPS customer
service standards as well as policies and guidelines for release of information; Job requires latitude in decision making by soliciting information to
Page 3 Print Date: 01/30/2014
This document is a copy of the current, approved job description from the OPS Job Description Repository (JDR) maintained by the Ministry of Government
Services effective as of the approval dates
determine the exact nature of inquiries which may concern various areas of the Ministry or other organizations; taking appropriate action in alerting
appropriate officials when matters are urgent; diffusing situations with disruptive individuals and calling security when needed; ensuring accuracy of oral
and written communication in both English and French; and establishing priorities to meet deadlines. Job requires regular discussions regarding work
issues or feedback from callers with the Business Manager and/or Executive Assistant. Job requires seeking guidance from the Business Manager
and/or Executive Assistant on matters such as handling of unusual inquiries and clarification of administrative policies/guidelines.