Job Specification

Purpose of Position :

To provide a variety of responsible administrative support services for the assigned Manager and unit staff.

Duties / Responsibilities :

1. Providing word processing/computing services by typing a variety of often confidential materials, (such as management planning and reporting documents, charts, memoranda, reports, spreadsheets, meeting notes/minutes), based on handwritten drafts or electronic copy. Using fully programmable features to merge, format, index, create forms, etc, and proofreading to determine and ensure appropriate format and layout, accuracy of grammar, spelling and punctuation. Composing routine correspondence for the Unit team based on brief oral instructions and/or own knowledge.

2. (Re)scheduling meetings for Manager and/or staff, including booking meeting rooms, food services, special equipment and distributing working/background materials for participants. Providing on-site administrative support during meetings, (e.g.: photocopying, taking notes).

3. Performing a variety of general administrative support services, ensuring compliance with established standards, and policies and procedures, such as: preparing documentation, maintaining databases; and processing and monitoring action/progress to support Unit procurement, records and asset management, P Cards, and invoices/payments administration (e.g.: tracking, verifying, following-up and status/problem reporting to Manager on progress, time frames, payments); sorting and delivering incoming Unit mail expeditiously; (assisting in) creating, updating and maintaining common Unit administrative resources and databases (e.g.: administrative manuals, signing authorities, mailing lists, phone directory listings, etc); photocopying; faxing; dispatching courier items; maintaining stock of office supplies; arranging for office equipment repair; maintaining hard and soft copies of common Unit records and files; providing back-up support to other administrative staff; participating in work of others as a team member during peak periods; actively participating in staff meetings, offering practical suggestions for improvements in administrative procedures.

4. Answering phone calls and email/mail enquiries to respond orally and in writing to a wide range of general inquiries about Unit programs and activities, including: interviewing callers to clarify the nature of their concern or information needs; researching information expeditiously from approved sources (e.g.: Unit staff, OIPRO/Ministry/OPS websites, manuals, correspondence), and providing answers or information on status of inquiry (i.e.: when information will be available); ensuring that all information given is fully accurate and current; and referring caller to other information sources in order to provide the most reliable responses and best service within established guidelines; referring difficult callers or callers/correspondence involving contentious or controversial issues to appropriate staff member with a briefing on the nature of problem; using discretion in releasing information, in order to protect confidentiality and comply with approved standards and procedures. Receiving Unit visitors.

5. Performing a variety of related administrative support services, such as: obtaining, preparing and relaying approved information/content for Unit Intranet/Internet sites (i.e.: for posting, updating, deleting); making authorized web site changes; participating in Unit administrative reviews and making recommendations for process improvements; and participating in user testing for software/hardware development, enhancements and change.

6. Remaining current on Unit and related activities by actively establishing and maintaining contacts with Unit/IPRO managers and staff and closely related business contacts, reading openly available Unit/IPRO/Ministry materials, and making own inquiries etc, to develop a sound understand of Unit/IPRO work and business connections.

Management has the right to assign other duties.

Staffing and Licensing :

Word-processing using fully programmable common office software to IPRO standards.

Knowledge :

•Uses of available common office, fully programmable PC-based/networked software (e.g.: MS Office, MS Outlook, Intranet), and customized databases (e.g.: WIN, IFIS), in order to research information, maintain intranet sites, establish and maintain e-files, manipulate data, design and produce various documents, maintain caller/inquiry logs, provide input to financial transactions, payroll etc.

•Unit/IPRO mandate, roles, major stakeholders, main provisions in policies and procedures affecting Unit business, Unit/IPRO information resources and major issues, in order to establish and maintain records and asset management files/database content, ensure procedural compliance (e.g.: for purchasing, Unit intranet site changes), research and provide information in person, or by email or telephone; and provide back-up support to other administrative staff.

•Relevant Unit/IPRO/Ministry and corporate administrative policies, procedures, systems and structures (eg: finance,
accounting, purchasing, records management, accommodation, etc), in order to ensure compliance when carrying out administrative duties (e.g.: purchasing; advise and redirect callers; book meeting rooms; handle mail; prepare correspondence and reports in accepted formats; verify and process administrative documents etc; and act for other
administration staff as assigned).

•Service provisions and contract status of contractor/service contracts etc, in order to ensure that services are tracked and/or requested in compliance with contracts, and to alert Manager to upcoming expiry dates.

•Arithmetic, in order to calculate quantities for meetings, evaluate price quotes for standard services.

•How to operate common office equipment, such as computer, printer, photocopier and facsimile, to (re)produce and transmit materials.

•Time management and priority-setting, in order to cope with interruptions and balance competing demands to meet deadlines and customer service standards.

Skills :

•Oral communication skills, listening skills and courtesy to provide customer services and administrative support, determine needs, gather and convey information, answer telephones, greet visitors, deal with business contacts to set up meetings and logistics, etc.

•Proficiency with available pc-based/networked software (see Knowledge Unit) and related hardware, in order to access and provide information; schedule meetings; maintain common administrative databases; access, develop, produce and e-file a variety of materials (e.g.: correspondence, presentations, reports, meeting notes, etc); prepare materials for posting to websites, etc.

•Relationship management, client service and teamwork skills, and respect for confidentiality, in order to handle requests for information/service with tact and discretion, protect confidentiality, welcome callers, deal with difficult customer service situations/information requests, and support Unit administrative activities.

•Written communication skills to compose a variety of materials (e.g.: own replies to inquiries, correspondence for others, reminders, notes, acknowledgements) on own initiative or from brief verbal instructions, and ensure accuracy in grammar, spelling, sentence structure and punctuation.

•Prioritizing, managing time, organizing, coordinating own work with others, logic and practical problem-solving skills, in order to balance competing demands and deal with constant interruptions, determine next steps, function independently on day-to-day tasks, co-ordinate change requests, and meet deadlines efficiently and effectively with quality output.

•Initiative and discretion, in order to provide appropriate information, work with limited supervision on day-to-day matters, anticipate, and use judgement to determine appropriate course of action within established procedures and standards.

•Analytical skills and aptitude for creating user-friendly materials, to determine the most effective way to organize and layout material when typing correspondence, reports, charts and tables, and to resolve problems by trying different formats within defined standards.

•Reasoning to determine meeting logistics, accommodation, equipment, and service/support needs (eg: for meetings, change requests, procurement and maintenance of office equipment and supplies), and obtain and evaluate suppliers cost estimates.

Freedom of Action :

•Using discretion in revealing information, which may be confidential, and in providing summary information when following-up on information requests and correspondence.

•Using independent judgement to work with minimal day-to-day supervision, and take initiative to resolve problems within defined standards and procedures (e.g.: to determine how to help callers requiring specialized information; prioritize competing demands to satisfy service standards and meet deadlines; (re)schedule and meetings; anticipate/change detailed/specialized meeting arrangements; initiate follow-up, expedite, obtain prompt service/support).

•Determining optimal way to maintain, track and report on Unit administrative and related tasks and activities.

•Determining the best layout or presentation format when, creating or preparing very diverse correspondence, notes, reports, charts, presentations, etc.

•Acting for other administration staff as assigned.

•Identifying opportunities to create, recommend and implement better administrative practices and improve administrative efficiency and effectiveness in the Unit.

•Determining when to refer unusual, unprecedented and/or difficult and sensitive issues to other Unit staff or management for guidance or completion.

Ongoing work is reviewed by Unit/Unit Manager or Unit team member upon completion, and is periodically reviewed by the Manager during cyclical performance reviews. Job has access to administrative procedures and guidelines and precedents for guidance.