Job Specification

Purpose of Position :

To provide receptionist services (in both French and English) for a Regional Office of the Office of the Public Guardian and Trustee, and to provide related clerical support services to staff.

Duties / Responsibilities :

1. Performs receptionist duties (in English and French) for the Regional Office by:
• Providing effective customer service (counter inquiry) to a diverse group of clients, to general public and various stakeholders; receiving and verifying identification of visitors; directing to appropriate staff member or redirecting to appropriate external source;
• Providing telephone answering services on a multi-line telephone (up to 25 regular lines and a 1-800 line) for the office;
• Referring calls internally to office specialists or to other ministries for response using lists of frequently called numbers, KWIC index, federal/community directories; e-mailing messages to staff;
• Providing routine information to visitors and callers about the OPGT and its related services e.g. providing factual information concerning office hours, mailing addresses, phone/fax numbers, application procedures and fees;
• Accessing voice mail messages received at the main reception daily and effectively addressing the requirements of all calls received;
• Exhibiting sensitivity in calming upset or irrational clients (e.g. mentally incapable adults, their relatives and friends); attempting to defuse difficult or abusive calls;
• Paging officers/staff in emergency situations;
• Accessing the Trust Administration Management System (TAMS) to retrieve and verify information on request e.g. to identify assigned Client Representatives, to verify bill payments; referring all inquiries pertaining to trust management status;
• Keeping informed of staff whereabouts, activities and absences.

2. Provides program-related administration/clerical support to staff of the Regional Office by:
• Adding and updating names and numbers on the computerized name/staff listing;
• Receiving, opening, sorting and distributing mail to staff members
• Preparing outgoing mail for Canada Post, Priority Post, courier; arranging for same day services as requested.
• Receiving and signing for courier deliveries; holding outgoing courier materials for pick-up;
• Preparing mail redirection letters as required;
• Distributing various forms, applications or resource materials by hand and mail, to clients and the public on request;
• Providing file management services by sorting, identifying and filing materials alphabetically;
• Receiving, sorting and distributing fax transmissions to office staff, sending fax and confirming delivery;
• Providing bulk photocopying services in support of outreach packages and office projects as required;
• Liaising with telephone coordinator re: any additions, deletions or repairs to main office phone system;
• Typing labels and envelopes, and providing incidental typing support as requested;
• Providing back-up services to the Senior Program Support Assistant.

3. Performs other tasks:
• As assigned

Staffing and Licencing :

Required: Advanced level oral French.

Knowledge :

• Knowledge of general office procedures;
• Familiarity with OPGT operations, services and organizations structure as well as community services and various government agencies in order to respond to inquiries and refer calls;
• Sensitivity and tact to communicate with mentally challenged adults
• Knowledge of operation of mail meter, fax and photocopier

Skills :

• Customer service skills and good telephone manner in order to perform receptionist functions and provide factual information.
• Ability to operate a multi-line telephone (up to 25 regular lines and a 1-800 line) for the office;
• Ability to work in a fast paces high volume environment;
• Ability to type and access information on database (using Word, Excel and electronic mail).
• Proficiency in English and French