FAMILY PORTAL REPRESENTATIVES (Senior Administrative Assistant)

Requisition #: R25-3409 (GOAPRDJP00000759)

Location: Edmonton or Calgary, AB (Onsite, 5 days per week)

Engagement Type: Contract

Number of Resources required: 2

Rate (CAD): Up to $48.00 per hour / Commensurate with related experience and market competitiveness

Term: 2026-01-05 to 2026-03-31 with 12 month extension available (up to 15-month contract)

Hours per day: 7.25

Security Screening: Standard (Criminal Record Check)

Submission Deadline/Closing Date: December 11, 2025 (2:00 PM Mountain Time)

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Tri-global Solutions Group Inc. is seeking two (2) Senior Administrative Assistants (Family Portal Representatives) to join our talented Service Delivery team at the Ministry of Education and Childcare (Government of Alberta).

WORK MODEL: The successful contractor(s) will be working fully onsite at Forestry Building, 9920 - 108 Street NW, Edmonton, AB or Kensington Building, 1240 Kensington Rd NW, Calgary, AB T2N 3P7. Applicants must be authorized to work in Canada to apply (Canadian Citizen or Permanent Resident). Standard Hours of work are 08:00- 16:30 with a 1 hour lunch break Alberta time, Monday through Friday excluding holidays. Work must be done within Alberta area due to the in office requirements.

Please review the project overview and requirements below. If you meet the requirements and are interested in submitting for this role, please reply to this job posting.

If you know other consultants who may be interested in this opportunity kindly share this job posting.

Thank you.

Tri-global Solutions Group Inc.

Website:

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PROJECT OVERVIEW

The Family Portal Representative role involves assisting parents, guardians and child care providers with their on-line account, validating and assessing the information they provide, and handling incoming phone calls in a fast-paced call centre environment. The position will need to interpret policy and procedures to determine eligibility for child care providers and families who meet the program criteria.

DESCRIPTION OF SERVICES

Answering Incoming Calls:

· Respond to child care provider, parents and guardians' inquiries in a professional and timely manner, addressing their concerns or issues effectively.

· Offer clear and accurate information about policies and procedures to child care providers, parents and guardians.

· Assist callers in identifying and resolving technical or service-related issues, providing step-by-step guidance when necessary.

· Address caller complaints with empathy and professionalism, working to resolve issues or escalate to a supervisor when appropriate.

· Effectively manage high call volumes, ensuring each caller is served efficiently and with attention to their needs.

Review and process requests:

· Supporting the implementation and ongoing obligations of the Child Care Accountability Program enabled through a Ministerial Order.

· Validate and assess client information accurately and efficiently to determine eligibility as per the policy and procedures linked with the Affordability and Child

Care Subsidy Grants and stipulated in the Canada-Alberta Canada-wide Early Learning and Child Care Agreement:

· Verify information through cross match systems or manually with other departments.

· Clearly convey verbally and/or in writing the documentation required to validate their account.

· Monitor and follow-up on changing client circumstances.

· Initiate and maintain information in the Family Portal to generate payments connected with the Affordability and Child Care Subsidy Grants.

· Stay updated on product knowledge, policies, and procedures to provide accurate information to clients.

Analyze cases of suspected fraud:

· Analyze information, documentation and case histories to determine over payments and/or referral to Debt Collections or Fraud Department.

· Cohesive compilation of supporting data for action.

· Testify in court if required.

Monitor the payment of monies:

· Review reports monitoring items such as children turning 19 months and children starting full-time kindergarten and grade one.

· Conduct adjustments to increase or decrease the funds paid.

Communications:

· Guide child care providers, parents and guardians through online processes and troubleshoot any issues they may encounter.

· Document interactions and maintain accurate records of client communications.

· Ensuring confidential child care provider, parent and child data is handled securely and in compliance with the FOIP Act.

· Answer incoming phone calls promptly, addressing client inquiries and concerns with professionalism.

· Provide exceptional support to child care providers, parents and guardians regarding their online account, ensuring a positive experience.

· Collaborate with team members to improve service quality and efficiency.

MANDATORY SKILLS

- High School Diploma/GED. (Yes or No)

- Proposed resource must work from within Edmonton or Calgary, due to datacenter proximity. (Yes or No)

- Excellent verbal and written communication skills and ability to interact and collaborate professionally with a diverse group. (2 years+)

- Experience with research, analysis and problem solving. (2 years+)

- Clear verbal and written communication skills and the ability to interact professionally with a diverse group. (Yes or No)

- Exceptional organizational skills and ability to prioritize multiple responsibilities. The ability to work on multiple projects at one time and to prioritize tasks. (Yes or No)

- The ability to pay attention to detail. (Yes or No)

- Experience using Microsoft Office Suite tools. (2 years+)

- Experience with using CXone (call centre / telephone software). (2 years+)

- Experience working in a call center environment responding to inquires over the phone or by email and tracking detailed notes on the request in a call tracking system. (2 years+)

DESIRABLE / NICE TO HAVE SKILLS

- Relevant post-secondary education in the area of office administration. Acceptable education includes degrees, diplomas and certificates (in years) (Yes or No)

NOT FOR YOU?

Check out our other opportunities at or follow us on LinkedIn. We thank all candidates in advance. Only candidates selected for an interview will be contacted.

WHY WORK WITH TRI-GLOBAL?

- Empower positive change by enabling our clients to revolutionize innovation and technology, elevating them to a higher level of excellence and efficiency.

- Join an exceptional and committed team that redefines the landscape, forging a distinctive path towards success.

- Engage in stimulating and captivating projects that push boundaries and keep you constantly motivated.

Job Type: Full-time

Pay: Up to $48.00 per hour

Application question(s):

• WORK MODEL: The successful candidate(s) will work 5 days per week onsite in Edmonton or Calgary, Alberta. Please confirm that you are based in Edmonton / Calgary or its surrounding areas

Education:

• Secondary School (required)

Experience:

• using Microsoft Office Suite tools: 6 years (required)
• administration or a similar applicable role: 8 years (required)
• Demonstrated excellent communication skills: 8 years (required)
• Performing research, analysis and problem solving: 6 years (required)
• Communicating clearly with diverse groups: 5 years (required)
• Organizing and prioritizing multiple tasks: 5 years (required)
• Paying strong attention to detail: 6 years (required)
• Using CXone call center/telephone software or similar: 2 years (required)
• Working in call center, responding via phone and email: 2 years (required)

Licence/Certification:

• Holding post-secondary office admin education (preferred)

Work Location: In person