Amended - Public Inquiries Officer-DESIGNATED BILINGUAL (ENGLISH-FRENCH)

*Amendment: Job ad closing date extended.

The Education Quality and Accountability Office (EQAO) is an arm's length government agency that contributes to the quality and accountability of Ontario's publicly funded education system for K-12 and post-secondary institutions. As an evidence-based research-informed organization, EQAO is focused on empowering educators, parents/guardians, stakeholders, policy-makers and the public at large with the insights and information needed to support student learning and improve student outcomes.

EQAO is modernizing Ontario's approach to large-scale assessment. The agency creates and delivers engaging and relevant assessments for students that lead to further insights into their learning. This transformation is part of an exciting mandate to contribute to the continuous improvement of Ontario's publicly funded education system. Throughout its work, the agency is committed to anti-racism, diversity, equity and inclusion, and it continually strives to enhance its high-quality large-scale assessment program.

EQAO is dedicated to building a strong team to support the development and delivery of its assessment program. With this focus, EQAO is looking for a bilingual professional to respond verbally and in writing to public inquiries on matters related to Ontario's education system.

What can I expect to do in this role?

You will:
• assess clients' needs and provide appropriate information on EQAO policies, directives and programs
• refer clients to appropriate resources, program areas or related provincial and federal institutes or organizations
• research information for clients and provide verbal or written follow-up
• maintain accurate tracking records

How do I qualify?

Mandatory requirement:

• You must possess oral French language skills at the advanced-plus level and written French language skills at the advanced level. Your proficiency level will be confirmed before hire.

Client service skills and specialized knowledge:

You have:
• the ability to acquire knowledge of the content, intent and application of acts, regulations, policies and programs in the EQAO in order to provide accurate information to clients
• knowledge of client service principles, call centre telephone systems, customer relationship management and knowledge management technology, and mass communication distribution technology

Reasoning and problem solving skills:

You have:
• reasoning and problem solving skills to analyze customer needs, research information and determine which resources are appropriate to advise on EQAO programs and processes

Communication skills:

You have:
• listening and interviewing skills to clarify inquiries, identify concerns and needs, and interpret questions and concerns
• communications skills to explain detailed matters in a clear and concise manner, both orally and in writing

Computer skills:

You have:
• demonstrated knowledge of and experience with personal computing software (e.g. word processing, database, spreadsheet applications and Internet resources), call logging and tracking software, and customer relationship management programs


Note: This position is located at 2 Carlton Street, Suite 1200, Toronto ON M5B 2M9, however, alternate work arrangements may be available.



OPS Commitment to diversity, inclusion, accessibility, and anti- racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit theOPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the application instructions below if you require a disability-related accommodation.

Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Thursday, December 9, 2021 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.