Primary purpose

Through its services and products, CCOHS advances health and safety in Canadian workplaces, and the physical and mental well being of Canadians.

The Inquiries and Client Services Service Unit provides a customer-friendly bilingual service to all those who contact CCOHS seeking service 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 Occupational Health and Safety Specialist supports the planning and plan implementation of the Inquiries and Client Services Working Group and other relevant Working Groups by:

• receiving and responding to inquiries related to health and safety concerns and CCOHS' products and services.

Duties

The following duties are assigned through the relevant Working Group Plans.

• 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.(30%)
• Responds to questions related to occupational health and safety issues and CCOHS' Products and Services. Identifies, retrieves and evaluates scientific and technical information and uses professional judgement in the preparation of responses to inquiries requiring her/his expertise. This includes occasions when specialist knowledge is required to provide authoritative advice and information when literature references and precedents do not exist. Communicates these technical concepts clearly. (30%)
• Reviews and approves the technical content of inquiry responses prepared by information staff, and ensures that the information is accurate and unbiased.(15%)
• Creates and maintains "reusable" information packages on a variety of health and safety topics (e.g. OSH Answers documents and packages of information).(15%)
• 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%)
• Other duties, as assigned, including representing CCOHS on assigned external initiatives.(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 also may serve in other Working Groups to which s/he is assigned. All work is planned and implemented under the direction of a Working Group Leader.

Know-How

The incumbent has a sound knowledge of a range of occupational health and safety topics. The incumbent has 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.

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.

Problem solving

The incumbent must use professional judgment, knowledge and experience when developing information products and answering inquiries. In some cases, knowledge on a particular subject is incomplete, inconclusive or contradictory. S/he must determine the most appropriate information to be included, the level of detail and the best approach to explain the concepts to the selected audience. S/he will often make these decisions in consultation with others, but often the final decision rests with the incumbent.

Accountability

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 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, concentration when preparing responses to inquiries and performing searches.

Mental Stress: There is no control over the amount of work, as phones need to be answered.

Specifications

• Post-secondary degree in one of the Health Sciences 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 web design and health and safety searching on the Internet.
• Effective interpersonal skills and excellent ability to work in a team environment.
• Excellent oral (public speaking) and written communication skills are required.
• Ability to communicate in both official languages is highly desirable.

Salary

Within the range of $62,258.00 to $80,159.00 per annum (CCOHS 09).

Location of job: Hamilton Ontario

Interested applicants are asked to submit their resumes to, quoting File Ref No IC-12 CCOHS by Wednesday, March 31, 2010 to:

Lynn Walker
Human Resources and Compensation Specialist
CCOHS
135 Hunter Street East
Hamilton, Ontario L8N 1M5
Fax 905-572-4419
Email: jobs@ccohs.ca