Role – Administrative Assistant – Senior
JobID - GOAPRDJP00000759
Location – Onsite | Downtown Edmonton, AB
Employment Type – Full-Time Contract | 8:00 AM – 4:30 PM (Mon–Fri)
About the Role
We’re seeking a compassionate and detail-oriented Family Portal Representative to support families and child-care providers with their online accounts and program eligibility inquiries.
In this role, you’ll respond to phone and email inquiries, validate and assess applications, and provide guidance on policies, subsidies, and program requirements. You’ll ensure that every parent, guardian, and provider receives accurate, courteous, and timely service.
This is a fast-paced, front-line opportunity to make a meaningful difference for Alberta families while working within a collaborative, policy-driven environment.
Key Responsibilities
Client Support & Call Handling
• Answer inbound calls and emails from parents, guardians, and child-care providers with professionalism and empathy
• Explain program policies, eligibility criteria, and application procedures clearly and accurately
• Assist callers with technical issues in the online Family Portal, guiding them step-by-step through processes
• Manage high call volumes efficiently while maintaining service quality and attention to detail
• Log all client interactions in the tracking system and maintain thorough, accurate notes
Eligibility Review & Processing
• Validate and assess client information to determine eligibility under the Affordability and Child Care Subsidy Grants
• Cross-verify information with other systems or departments to ensure accuracy
• Update and maintain records in the Family Portal for payment processing and compliance
• Communicate required documentation or next steps to clients verbally and in writing
• Monitor client changes and follow up on cases requiring further review
Fraud & Compliance Monitoring
• Review documentation for inconsistencies or potential misuse of program funds
• Compile supporting data for potential referrals to fraud or debt-recovery teams
• Testify or provide supporting evidence when required
Data Accuracy & Reporting
• Track program milestones such as child age transitions and schooling status to adjust payments
• Conduct regular quality-control reviews to prevent over- or under-payment situations
Collaboration & Continuous Improvement
• Partner with team members and supervisors to improve call-handling efficiency and program knowledge
• Ensure all actions comply with the Freedom of Information and Protection of Privacy (FOIP) Act
• Complete all mandatory training in Information Security, Cybersecurity, Information Management, and Respect in the Workplace
Mandatory Skills & Qualifications
• 2+ years of experience in a call-centre or client-service environment handling phone and email inquiries
• 2+ years using Microsoft Office Suite (Outlook, Excel, Word, Teams)
• 2+ years using CXone or similar call-tracking/CRM software
• Proven research, analysis, and problem-solving skills in a client-support context
• Exceptional verbal and written communication skills and ability to interact professionally with diverse groups
• Strong attention to detail and organizational ability to manage multiple tasks simultaneously
• Demonstrated empathy, patience, and professionalism in handling sensitive or emotional client interactions
Additional Requirements
• Must pass a criminal-record background check prior to onboarding
• Must complete all mandatory corporate training courses upon hire
• Position is onsite in downtown Edmonton (no remote option)
About NetworkPedia
NetworkPedia is a certified women-owned technology and talent solutions company, providing IT infrastructure, cybersecurity, managed services, and specialized recruitment across North Americas and beyond. Our mission is to empower organizations with secure, scalable, and innovative technology while building inclusive teams that reflect the communities we serve.
As a trusted partner, we deliver expertise across networking, cloud, IT service management, and security operations, along with staffing solutions for niche technology roles. We are committed to diversity, equity, and inclusion (DEI) in all our hiring practices and ensure that our opportunities are open to all qualified applicants, without discrimination on the basis of age, gender, race, ethnicity, religion, sexual orientation, or disability.
How to Apply
Apply directly via LinkedIn Easy Apply or send your updated resume to recruitment@networkpedia.com
