Citizen Services Advisor - Training and Communications

You advise and support the citizen relations division team regarding all operational activities. In this capacity, you are responsible for the design, dissemination, and facilitation of training programs (initial and ongoing) as well as the drafting of procedures and working documents for the 311 service. You implement all necessary means to ensure that the information is well understood by the staff assigned to respond to citizens. You ensure coordination with various City services for the updating of articles in the corporate information database (BDi) and ensure dissemination to employees of the division. Additionally, you collaborate with the management team to review the content of written responses. You develop and create solutions and new content and undertake the necessary steps to disseminate any updates. You collaborate on the updating, reviewing, and continuous improvement of the CRM-RÉSO tool with the governance team.

More specifically, your main responsibilities will include:

• Develop, facilitate, and disseminate initial and ongoing training programs related to the Service's activities, update training materials and documents;
• Utilize various training tools and platforms to promote optimal learning, develop innovative training practices;
• Support employees in training and integration and assist the management team by identifying performance gaps and proposing supplementary training;
• Participate in improving productivity and performance as well as the quality of services offered and ensure monitoring of best practices in training and skills development;
• Design, develop, and revise processes, methods, procedures, and implement measures to improve and optimize the effectiveness and efficiency of activities;
• Participate, in collaboration with Services and the RÉSO team, in the review and drafting of articles for the Information Bank (BDi).

• Hold a bachelor's degree in education science, documentation techniques (DEC/BAC) / Information management or any other relevant bachelor's degree for the position;
• Have six (6) years of experience in designing, disseminating, and facilitating training in a contact center;
• Experience in andragogical training is an asset;
• Knowledge of various digital learning platforms such as LMS (Learning Management System).

Choosing the City of Laval means working for the third largest city in Quebec on diverse and stimulating mandates. It also means having the opportunity to grow within a human, committed team that enjoys working with pleasure.

For this position, we offer competitive working conditions and benefits:

• Hybrid working mode, according to operational needs.
• 3 weeks of annual vacation (pro-rated for months worked in the first year);
• 16.5 public holidays per year including several days off during the holiday season;
• 3 weeks of paid sick days at the beginning of the year;
• Comprehensive group insurance package;
• Defined benefit pension plan;
• Daytime work schedule allowing for work-life balance (occasional evening or weekend availability may be required);
• Work location easily accessible with free parking;
• Employee assistance program (EAP);
• Possibility to accumulate overtime;
• Priority access to a CPE daycare.