Administrative Technician; at Cbhssjb

Position: ADMINISTRATIVE TECHNICIAN (2101) at CBHSSJB
Location: Abitibi-Témiscamingue-Est (Radisson)

SUMMARY OF THE POSITION
Person who performs work related to personnel management, financial management, work organization and planning for the execution of complex administrative tasks by compiling and analyzing data.
This job title also includes the person who is responsible for the administrative operation of a department and who oversees the department's internal and external relations. She/he is responsible for the activities of the department's office personnel.
SPECIFIC FUNCTIONS
Operational Support to the 1 800 Helpline

• Supports the daily operations of the Wiichihiituwin 1 800 Helpline by ensuring proper coverage, workflow organization, and continuity of service during the shift.

• Monitors call activity and service indicators (call volumes, wait times, abandoned calls) and flags issues requiring adjustment or escalation.

• Ensures procedures, scripts, referral pathways, and emergency protocols are up to date and understood by staff.

• Provides first-line guidance to agents during shifts, including clarifying procedures, assisting with complex situations, and facilitating warm transfers when required.

• Consolidates operational issues, questions, suggestions, or concerns from the team and reports them promptly to the Manager.

• Ensures messages, updates, new directives, and procedural changes are communicated clearly and consistently to the team.

Administrative Support & Reporting

• Prepares and maintains required operational tools such as tracking sheets, task lists, dashboards, and shift logs.

• Produces short written summaries or reports as requested by the Manager to support decision-making and quality monitoring.

• Ensures data entry, case notes, and referral documentation completed by the team meet organizational standards.
Quality, Procedures & Continuous Improvement

• Promotes adherence to CBHSSJB administrative and service standards, including confidentiality, accuracy, and cultural safety practices.

• Supports the implementation of new tools, processes, training modules, or operational improvements for the helpline.

• Assists in onboarding and orienting new agents by organizing shadowing opportunities and explaining daily routines, tools, and expectations.
Client & Staff Support

• Ensures that callers receive courteous, respectful, and culturally safe service by supporting staff with procedural guidance during challenging situations.

• Maintains professional communication with CMC partners, clinical staff, and other internal services to ensure seamless referrals and coordinated service delivery.

• Ensures team members have the information and resources required to operate effectively during their shift.

REQUIREMENTS

Education:

• Must have a diploma of college studies with a specialization in Administrative Techniques or in an appropriate discipline from a school recognized by the ministère de l'Éducation du Loisir et du Sport;

• This job also includes persons who, after having acquired relevant experience, obtained a certificate of college studies in Administrative Techniques.

Experience:

• Three years of relevant experience;
Knowledge and Abilities:

• Knowledge of administrative theory, systems, techniques and practices;

• Knowledge of the MSSS Network and administrative regulations is an asset

• Be able to handle multiple files at the same time

• Strong problem solving and decision-making abilities in fast paced situations.

• Excellent communications skills (both written and spoken)

• Autonomous, practical, attentive to detail and analytical

• Sense of accountability, resourcefulness & vigilance

• Flexibility, adaptability and resilience in a dynamic service environment

• Teamwork skills

• Well organized
Language:

• Fluent in English and French

• Fluency in Cree is an asset
Other:

• Possibility of rotation

• Possibility to work on weekends

• Possibility of on-call

• All candidate are required to obtain a minimum of 70% to the selection test (aptitudes test, Microsoft Word/excel/Powerpoint test).
Possibility of Telework.