Client Relations Officer (Program Admin Officer 3)

About Us

The Department of Emergency Management is responsible for leading disaster and emergency planning, preparedness, response and recovery activities on behalf of the Province of Nova Scotia.  The objective of the Department is to ensure that Nova Scotians are safe, prepared and resilient in the face of disasters and emergencies. The Department leads the coordination and co-operation of partners and resources during provincial-level critical incidents, supports municipal and other partners in regional-level and local events, administers the province’s 911 service, maintains critical communications infrastructure and supports operations of our regional emergency management centres.  The Department also works to ensure critical government services continue to function during and after critical events. 

The Regional Operations and Infrastructure Branch enhances the safety and resilience of our Province by:

• Strengthening critical communications infrastructure through the establishment and oversight of the Public Safety Field Communications Agency.  The Agency’s mission is to create a Centre of Excellence in the delivery of public safety communications, dispatch, and related technologies across Nova Scotia and Atlantic Canada
• Establishing and maintaining Regional Emergency Operations Centres (REOCs) in 6 regions in Nova Scotia.  The REOCs provide leadership in building regional emergency operations networks; ensuring collaborative efforts around emergency planning, training and exercising and developing regional plans for equipment and stores to support emergency response
• Coordinating response to regional emergencies
• Strengthening local and regional emergency preparedness through outreach and education to Nova Scotians at community events, schools, organizations, and through information sessions
• Fostering strong collaboration, communication, and emergency management planning with regional partners, including the development and coordination of regional Nova Scotia Guard networks
• Providing information to the Provincial Coordination Centre and the 24/7 Watch Desk staff to ensure real-time situational awareness, coordination, and support during emergencies and actioning critical information received from the Provincial Coordination Centre in the regions 

About Our Opportunity

The Public Safety Field Communications Agency is responsible for managing public safety and public works two-way radio communications, infrastructure, and dispatch services on behalf of the Province.

The Agency is currently seeking a Client Relations Officer (CRO) to serve as the primary point of contact for various user requests related to the trunked mobile radio system. The CRO will be responsible for receiving client requests, determining the resources and information required to fulfill the requests, and acting as a project lead, seeing each request through to completion. They will build professional relationships and leverage those relationships to effectively manage workflows. 

Primary Accountabilities

• Set up and lead projects, and act as a liaison between users and the technical and operational subject matter experts in-house and within the vendor community, as needed to address those requests. Activities include project scope development, business requirements analysis, managing project resources and timelines, and coaching the project team to ensure effective project delivery.
• Ensure the timely completion of client requests, ranging from routine to complex, multi-month projects.
• Become familiar with vendor and client contracts supporting the environment and, working closely with the TMR2 Contract Officer, support the development and processing of contract change requests and work orders as needed to fulfill requests.
• Monitors the operational environment and identifies needs and shortcomings, resulting in client needs not being met. Works to generate strategic alignment between the activities and goals of the Agency and the activities of client agencies. Seeks synergies and opportunities for cooperation or shared service delivery.
• Prepares and communicates cost estimates for projects and helps client agencies develop business cases where needed.
• Acts as a knowledgeable consultant to support clients and partner agencies through questions and challenges related to radio communications and associated technologies

Other duties will include:

• Support procurement activities to meet client requests for new technology
• Tracks and documents processes, identifies shortcomings and suggests improvements to current processes
• Monitors project budgets, works with the finance team to ensure accurate billing and manage/communicate any variances
• Manages day-to-day relationships with clients, service providers, and project teams.
• Evaluates project performance and outcomes
• Champions the resolution of problems on behalf of clients or project teams

Qualifications and Experience

The successful candidate will have a university degree in a related field (Business/Commerce, Science, Engineering, Computer Science, Public Administration, or Emergency Management) plus five (5) years of relevant experience, or an equivalent combination of training and experience.

The ideal candidate will demonstrate a commitment to high-quality service delivery, with a focus on meeting client needs and aligning operations with agency objectives. The candidate must be adept at making critical project decisions under pressure and building strong relationships to achieve organizational goals. 

Proven experience with public safety communications technologies and operations is essential, as is an ability to manage a high workflow and communicate effectively both verbally and in writing.

Candidates must:

• Be client-focused, taking pride in client service, and demonstrating skill in working with diverse stakeholders and building complex relationships
• Be familiar with public safety communications technologies such as mobile radio, paging, satellite, and dispatch technologies. 
• Have demonstrated an ability to manage complex projects and diverse project teams
• Have excellent communication skills, with the ability to engage effectively with diverse stakeholders and provide clear, concise information and advice.

Assets include:

• Knowledge of the APCO P25 radio standard, of the Trunked Mobile Radio System, and of dispatch technologies.
• Experience working in a public safety/emergency management environment.

Equivalency

We recognize equivalent combinations of training, education, and experience, providing opportunities for individuals with diverse backgrounds to contribute their skills and expertise. Equivalencies include:

• at least nine (9) years of directly related experience.

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs.  For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

• Normal work week is 35 hours/week, 7 hours/day
• May work evenings/weekends on occasion to meet stakeholder needs
• Will travel occasionally throughout the province to meet with stakeholders and vendors to oversee projects. 
• During emergencies, may be required to work extended shifts to support organizational needs or field operations.

Additional Information

• Must have a valid unrestricted class 5 license

• Must be able to obtain an enhanced reliability level security clearance

What We Offer

• Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
• Engaging workplace: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
• Countless career paths