Job Specification

Purpose of Position :

To provide timely, accurate responses in a professional manner to inquiries about EQAO programs.

Duties / Responsibilities :

1. Provides assistance to a wide range of internal and external clients who are requesting information, explanations, or written materials. Information Officers respond to:
-Telephone inquiries
-Written inquiries
-Refer very difficult, unusually sensitive, or unique inquiries to designated staff following an established escalation process.
2. Provides information on the nature, tone, and trends of the inquiries by:
-Preparing weekly, monthly, quarterly and annual reports
-Using the 'Line of business' telephone function as required
-Giving qualitative sense of the enquiries as required
-Logging/tracking inquiries in the database
3. Ensures that customer service needs are met by providing accurate information as found in EQAO's numerous publications and resources and referring more detailed requests to an EQAO specialist/program areas based on established escalation process and/or complexity of the information
requests. Handling complaints and concerns raised by customers regarding EQAO programs/services with empathy and referring unresolved concernsto the appropriate program area.
4. Accesses, researches and updates various information products and information technology tools which support the work of the customer service
representative (e.g. databases, manuals, Intranet, knowledge management and customer relationship management systems) to ensure reliable and
accurate information is provided to customers covering basic programs and procedural information, directly contacting specialists on behalf of
customers and calling/writing customers at a later time with response.
5. Creates, modifies, maintains and deletes database records in a number of databases including:
-Call Tracking and logging database
-Stakeholder contact databases
6. Supplies forms, brochures and other available resource materials in response to information requests; helping customers complete forms and
forwarding forms to appropriate EQAO program areas.
7. Performs clerical and administrative services, including Microsoft Office or Office Suite to write, edit and update materials, prepare and send mass
communications, to support the customer service function and ongoing activities at the office site; maintaining records of customer service activities;
maintaining and updating inventory of information products; maintaining the resource library/shelves of available forms and pamphlets and ordering
replenishment of stock as needed; providing word processing and clerical assistance to office colleagues; photocopying documents.
8. Other duties: The manager has the authority to assign additional duties.

Staffing and Licencing :

Advance written and Advance Plus oral French language skills to OPS standards.

Knowledge :

Job requires in-depth knowledge of:
The content, intent and application of acts, regulations, policies and programs in the EQAO
EQAO programs, administration guidelines and processes
-The FOI legislation
-Client services principles
-Call centre telephone, CRM and knowledge management technology
-Mass communication distribution technology
-Personal computing software (e.g. word processing, database, spreadsheet applications and Internet resources)

Skills :

Job requires reasoning and problem solving skills:
To advise appropriately on EQAO programs and processes
To determine which resources will best answer a client's inquiry
To research information (e.g. on the Internet) and ensure its accuracy
To maintain records and analyze client service needs/public inquiry trends.
Communication:
Listening and interviewing skills to clarify inquiries, identify concerns and needs, and interpret questions and concerns from clients
Excellent interpersonal skills
Ability to explain detailed matters clearly and accurately, both orally and in writing

Freedom of Action :

Job requires:
Working within EQAO and government legislation (e.g. Freedom of Information Act), and EQAO policies and procedures
Determining when to refer difficult or unusual situations not covered by precedent to the appropriate designated staff
Determining clients' information needs and how to direct them, where to research information, or what advice to give them on all EQAO-related issues.
Work is reviewed periodically for accuracy and timeliness of output, and is subject to unsolicited feedback from clients.