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06-05-2009, 11:09 AM
Job Opportunity at the Canadian Centre for Occupational Health and Safety (CCOHS) - Hamilton, ON
TITLE OF POSITION
Inquiries and Client Services Officer
GROUP/UNIT
Inquiries and Client Services
POSITION #
IC-07
PRIMARY PURPOSE
Through its information work, CCOHS (http://www.ccohs.ca) promotes health and safety in the workplace in Canada.
The Inquiries and Client Services Unit provides a customer-friendly bilingual service to all those who contact CCOHS seeking assistance for information in response to their questions on any occupational health and safety concern, and assistance and information on CCOHS’ products and services.
The Inquiries and Client Services Officer is responsible for receiving and responding to general or specific inquiries related to health and safety concerns and CCOHS’ products and services.
DUTIES
1. Receives questions relating to occupational health and safety and CCOHS’ products and services. Clarifies their content, scope and background to ascertain the inquirer’s technical knowledge and information needs and the format of the response to the question. Where appropriate, fulfils order requests for products and services. Ensures all pertinent information is recorded in the database. 35%
2. Responds to questions related to occupational health and safety issues and CCOHS’ Products and Services. Identifies and selects documentation suitable for inclusion in responses in terms of scope, language and technical level. Ensures the accuracy, balance and completeness of technical health and safety information. Communicates these technical concepts clearly. Decides which questions can receive immediate referrals or answers and which ones require consultation with other technical staff. 35%
3. Creates and maintains reusable information packages on a variety of health and safety topics (e.g. OSH Answers documents and packages of information for inquiries responses, as well as information bundles for major hazards and risks in various industries). 15%
4. Researches, analyzes, writes, reviews and edits e-courses and publications on a variety of occupational health and safety topics. Participates in projects, as assigned. 5%
5. Participates in Working Group activities as assigned. This includes performing the responsibilities assigned in the plans towards achieving the objectives of the Working Group.5%
6. Other duties, as assigned. 5%
NATURE AND SCOPE OF POSITION
The position reports to the Manager, Inquiries and Client Services Unit, and is one of ten employees within the Inquiries and Client Services Unit. The incumbent is a member of the Inquiries and Client Services and other working groups, through which all work is planned and implemented under the direction of a Working Group Leader.
The incumbent works closely with members of the Inquiries and Client Services working group, and with other working groups as assigned. The incumbent is expected to participate in the planning of the working groups’ activities, to ensure that s/he plays an active part in achieving the working groups’ goals without causing work overload or imposing conflicting demands, including deadlines. S/he must adjust to frequently changing priorities and deadlines, and notify the affected Working Group Leader(s) and Service Unit Manager(s) should time constraints or other challenges arise that require resolution.
The incumbent is accountable for completing work agreed to and assigned in monthly working group plans and annual working group business plans.
The Inquiries and Client Services Unit handles approximately 20,000 questions per year on a wide variety of occupational health and safety topics, and on CCOHS products and services. Responses to answers are provided using a combination of information obtained through re-usables (documentation prepared to answer similar-type questions), publications, computerized information products including databases and full-text products on CD-ROM and on the World Wide Web. Questions are answered within prescribed standards of quality and response time. The incumbent is responsible for negotiating Clients information needs in the context of the services and mandate of CCOHS.
The incumbent is required to have a sound knowledge of a range of occupational health and safety topics. The incumbent must have the ability to research, analyze and assess technical issues in an in-depth manner in order to provide answers to occupational health and safety-related inquiries, as well as a broad knowledge of external information resources and the mandate and role of CCOHS. Excellent searching skills are required, as well as the knowledge of and the ability to choose the best starting points for searches on internal databases and/or Internet sources, as appropriate. Organizational skills are required to deal with the volume and variety of inquiries received.
The incumbent possesses good interviewing skills both oral and written, to work with other staff members and to deal with clients.
In consultation with other Technical Staff, the incumbent is responsible for providing responses to clients. The incumbent is responsible for ensuring that the information received from clients is presented factually, confidentially and in an unbiased manner appropriate to a tripartite organization.
WORKING CONDITIONS
Physical Effort: The majority of time is spent at the desk or work station, answering inquiries.
Physical Environment: There are frequent body position changes while on the telephone, accessing the computer, and writing.
Sensory Attention: Listening to inquirers attentively, concentrating when preparing responses to inquiries, and performing searches.
Mental Stress: There are priorities and deadlines which need to be met on a regular basis. Dealing with demanding inquirers.
SPECIFICATIONS
Post-secondary degree with specialization in occupational health and safety, two years experience or an equivalent combination of education and experience.
Working experience and ability to interview the public in an information setting, by telephone or in person, with courtesy, good judgment and tact.
Ability to analyze subjects and organize information resources.
Understanding of the organization and presentation of statistical information.
Experience using published and unpublished information resources.
Experience with searching for health and safety information on the Internet.
Effective interpersonal skills.
Excellent oral (public speaking) and written communication skills are required.
Ability to communicate in both official languages is desirable.
SALARY
Within the range of $62,258.00 to $80,159.00 per annum.
Interested applicants are asked to submit their resume to jobs@ccohs.ca by June 19, 2009 at 5:00pm.
Quote File #IC-07C.
TITLE OF POSITION
Inquiries and Client Services Officer
GROUP/UNIT
Inquiries and Client Services
POSITION #
IC-07
PRIMARY PURPOSE
Through its information work, CCOHS (http://www.ccohs.ca) promotes health and safety in the workplace in Canada.
The Inquiries and Client Services Unit provides a customer-friendly bilingual service to all those who contact CCOHS seeking assistance for information in response to their questions on any occupational health and safety concern, and assistance and information on CCOHS’ products and services.
The Inquiries and Client Services Officer is responsible for receiving and responding to general or specific inquiries related to health and safety concerns and CCOHS’ products and services.
DUTIES
1. Receives questions relating to occupational health and safety and CCOHS’ products and services. Clarifies their content, scope and background to ascertain the inquirer’s technical knowledge and information needs and the format of the response to the question. Where appropriate, fulfils order requests for products and services. Ensures all pertinent information is recorded in the database. 35%
2. Responds to questions related to occupational health and safety issues and CCOHS’ Products and Services. Identifies and selects documentation suitable for inclusion in responses in terms of scope, language and technical level. Ensures the accuracy, balance and completeness of technical health and safety information. Communicates these technical concepts clearly. Decides which questions can receive immediate referrals or answers and which ones require consultation with other technical staff. 35%
3. Creates and maintains reusable information packages on a variety of health and safety topics (e.g. OSH Answers documents and packages of information for inquiries responses, as well as information bundles for major hazards and risks in various industries). 15%
4. Researches, analyzes, writes, reviews and edits e-courses and publications on a variety of occupational health and safety topics. Participates in projects, as assigned. 5%
5. Participates in Working Group activities as assigned. This includes performing the responsibilities assigned in the plans towards achieving the objectives of the Working Group.5%
6. Other duties, as assigned. 5%
NATURE AND SCOPE OF POSITION
The position reports to the Manager, Inquiries and Client Services Unit, and is one of ten employees within the Inquiries and Client Services Unit. The incumbent is a member of the Inquiries and Client Services and other working groups, through which all work is planned and implemented under the direction of a Working Group Leader.
The incumbent works closely with members of the Inquiries and Client Services working group, and with other working groups as assigned. The incumbent is expected to participate in the planning of the working groups’ activities, to ensure that s/he plays an active part in achieving the working groups’ goals without causing work overload or imposing conflicting demands, including deadlines. S/he must adjust to frequently changing priorities and deadlines, and notify the affected Working Group Leader(s) and Service Unit Manager(s) should time constraints or other challenges arise that require resolution.
The incumbent is accountable for completing work agreed to and assigned in monthly working group plans and annual working group business plans.
The Inquiries and Client Services Unit handles approximately 20,000 questions per year on a wide variety of occupational health and safety topics, and on CCOHS products and services. Responses to answers are provided using a combination of information obtained through re-usables (documentation prepared to answer similar-type questions), publications, computerized information products including databases and full-text products on CD-ROM and on the World Wide Web. Questions are answered within prescribed standards of quality and response time. The incumbent is responsible for negotiating Clients information needs in the context of the services and mandate of CCOHS.
The incumbent is required to have a sound knowledge of a range of occupational health and safety topics. The incumbent must have the ability to research, analyze and assess technical issues in an in-depth manner in order to provide answers to occupational health and safety-related inquiries, as well as a broad knowledge of external information resources and the mandate and role of CCOHS. Excellent searching skills are required, as well as the knowledge of and the ability to choose the best starting points for searches on internal databases and/or Internet sources, as appropriate. Organizational skills are required to deal with the volume and variety of inquiries received.
The incumbent possesses good interviewing skills both oral and written, to work with other staff members and to deal with clients.
In consultation with other Technical Staff, the incumbent is responsible for providing responses to clients. The incumbent is responsible for ensuring that the information received from clients is presented factually, confidentially and in an unbiased manner appropriate to a tripartite organization.
WORKING CONDITIONS
Physical Effort: The majority of time is spent at the desk or work station, answering inquiries.
Physical Environment: There are frequent body position changes while on the telephone, accessing the computer, and writing.
Sensory Attention: Listening to inquirers attentively, concentrating when preparing responses to inquiries, and performing searches.
Mental Stress: There are priorities and deadlines which need to be met on a regular basis. Dealing with demanding inquirers.
SPECIFICATIONS
Post-secondary degree with specialization in occupational health and safety, two years experience or an equivalent combination of education and experience.
Working experience and ability to interview the public in an information setting, by telephone or in person, with courtesy, good judgment and tact.
Ability to analyze subjects and organize information resources.
Understanding of the organization and presentation of statistical information.
Experience using published and unpublished information resources.
Experience with searching for health and safety information on the Internet.
Effective interpersonal skills.
Excellent oral (public speaking) and written communication skills are required.
Ability to communicate in both official languages is desirable.
SALARY
Within the range of $62,258.00 to $80,159.00 per annum.
Interested applicants are asked to submit their resume to jobs@ccohs.ca by June 19, 2009 at 5:00pm.
Quote File #IC-07C.