Job Title: Child Care Family Portal Representative

Job Requisition ID: 88377

Ministry: Education and Childcare

Location: Edmonton

Full or Part-Time: Full Time

Hours of Work: 36.25 hours per week

Permanent/Temporary/Wage: Permanent

Scope: Open Competition

Closing Date: October 27, 2026

Classification: Administrative Support 5

Salary: $ 2,192.15 to $ 2,773.77 bi-weekly ($57,215 - $ 72,395 /year)

The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities.

The Ministry of Education and Childcare support Alberta's children, students, families, educators, and service providers by advancing quality learning and care opportunities from early childhood through K to 12 educations. The ministry develops policies, programs, and initiatives that promote student success, educational excellence, inclusive learning environments, and accessible childcare services to help Albertans achieve positive outcomes and reach their full potential.

Ready for your next career opportunity? Bring your skills, experience, and passion where your contributions matter and your work can make a real difference.

As a Family Portal Representative, you will support families and childcare providers by reviewing information, applying policies, resolving complex issues, and ensuring accurate, consistent, and client-focused service delivery.

Key Responsibilities

Advanced Operational Support

- Provide support on complex requests, account issues, payment concerns, and unusual client circumstances.




- Research issues across systems and information sources to determine appropriate next steps.
- Identify matters requiring supervisor, program, policy, fraud, collections, licensing, or technical review.
- Support application of operational policies, procedures, and service standards.
- Act as an operational resource for less experienced staff when requested.

Quality Assurance

- Resolve complex account, payment, and client service issues.
- Review information to identify discrepancies, processing errors, and potential payment issues.
- Support corrective actions to resolve errors and prevent recurring issues.
- Application of policies, procedures, privacy, and documentation standards.
- Report quality concerns and recommend improvements.

System and Process Improvement

- Identify recurring portal, workflow, system, and service issues.
- Document issues, impacts, and supporting examples.
- Support testing and process improvements.
- Recommend improvements to portal functionality, processes, and client resources.
- Identify and recommend process improvements.

Trend Identification and Reporting

- Track recurring client, account, processing, and service issues.
- Identify emerging trends, risks, and workload pressures.
- Maintain accurate operational data and statistics.




- Prepare operational summaries and observations for review.

Systems Thinking

Demonstrate systems thinking by considering the impact of decisions on families, childcare providers, program delivery, and related business areas.

Agility

Adapting to changing priorities, policies, and systems, while identifying opportunities to improve processes and service delivery.

Creative Problem Solving

Recognize trends and opportunities for improvement, share knowledge and best practices, and work collaboratively with stakeholders to improve processes, service delivery, and client outcomes.

Drive for Results

Identify processing delays, recurring issues, and system challenges, by recommending practical solutions, and work collaboratively with staff and stakeholders to improve service delivery.

Qualifications

Minimum Recruitment Standards

High School Diploma and three years of related experience.

Equivalency: Directly related experience or education considered on the basis of:

one year of experience for one year of education or

one year of education for one year of experience.

In addition to the minimum qualifications, the following knowledge, skills, and experience would be considered solid assets:

- Experience applying policies and program requirements.
- Strong analytical and problem-solving skills.
- Experience resolving complex client and service issues.
- Knowledge of privacy and information management requirements.
- Proven ability to support process improvements.
- Ability to provide guidance and share knowledge.
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📌 Child Care Family Portal Representative (Edmonton)
🏢 Government of Alberta
📍 Edmonton