Inquiries Officer (Bilingual) (1-Year Temporary) File Reference Number: IC-124

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

The Inquiries Service Unit provides a confidential, 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.

The Inquiries Officer is responsible for receiving questions related to health and safety. The Inquiries Officer is also responsible for assessing client information needs.


    • Receives questions relating to occupational health and safety. Clarifies the content, scope and background of questions to ascertain the client’s technical knowledge and information needs, and the format of the response to the question. Ensures that all pertinent information is recorded in the database. (45%)
    • Decides which questions can receive immediate referrals to external agencies or which ones require consultation with technical staff. Responds to questions by identifying and selecting appropriate documentation and/or Internet references. Performs searches for information to respond to questions, using CCOHS databases, previous inquiry responses, Internet resources and standard textbooks and other reference sources. Prepares response letters summarizing question and answer, or telephones responses to urgent questions in certain circumstances. (45%)
    • Creates and maintains information packages in consultation with technical staff. (5%)
    • Contributes to the objectives of the Inquiries Services unit and other service units as assigned. Other duties as required. (5%)

Scope of Position

  • The position reports to the Manager, Inquiries Services Unit. The incumbent is a member of the Inquiries Services Unit.


  • The incumbent has a broad knowledge of external information resources, health and safety and the mandate and role of CCOHS. Knowledge of the CCOHS mandate and role of CCOHS is important to ensure inquiry responses and content development is appropriate to the audience and in-line with the values and strategic vision of the Centre.
  • The position requires excellent searching skills, as well as the knowledge of and the ability to choose the best starting points for searches on external and internal databases and/or Internet sources, as appropriate. Time management and organizational skills are required to deal with the volume and variety of inquiries received.
  • This position requires good interviewing skills, both verbal and written, to work with other staff members and negotiate health and safety related questions from incoming calls and or email (where necessary). There is contact with colleagues to exchange information, resolve problems, and clarify issues and contact with members of the public when receiving and responding to inquiries.


  • The incumbent must use professional judgement, knowledge and experience when assessing clients’ information needs to fully understand the client’s request for information and scope of the question. The position requires a good awareness of services offered by other agencies in order to refer the client to the appropriate organization if necessary.


  • The incumbent is responsible for providing written responses to clients wherever possible, and referring to external agencies when appropriate. 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 and at a level appropriate to the designated audience.

Working Conditions

  • Physical Effort: The employee works at a computer (keyboarding and mousing to read and reply to e-mail, prepare reports, review information, etc.) for the majority of the workday. The work is interspersed with non-computer-based activity, such as reading, proof-reading, photocopying, filing. The employee has some control over the workload and has the opportunity to get up, stretch, and walk on a regular basis. Some stooping and lifting (or handling of light material) may be required.
  • Physical Environment: There are frequent body position changes while on the telephone – accessing the computer, and writing. The employee works at a desk and/or a computer workstation with a keyboard and a mouse for the majority of the workday. The workstation and desk are ergonomically set up, with a wrist rest, mouse rest, document holder, task lamp, as required. The lighting meets standards and there are adjustable blinds on the windows as required. The building environmental controls meet general office requirements. Some risk of RMI due to intensity and duration of work unless safe work procedures outlined in the prescribed ergonomic program are followed.
  • Sensory Attention: Listening to inquirers attentively, concentration when preparing responses to inquiries and performing searches. The position requires concentration to compose, enter data, proof-read, quality assure, read routine information, communicate with others via e-mail, search for information and listen to others carefully.
  • Mental Stress: There are potential interruptions from colleagues, supervisor and or telephone calls. The employee has some control over the pace of work, but no control over volume or frequency of incoming inquiries by email or phone. There are deadline pressures due to inquirers’ demands and prescribed service standards Must be “up” at all times when speaking with members of the public. Work may be repetitious.


  • Post-secondary degree or diploma in health and safety or related field with experience with various research techniques and experience in interviewing the public in an information setting or an equivalent combination of education and experience.
  • Broad experience in information retrieval, and selection from bibliographic databases, other electronic sources (full-text, CD-ROM sources) and the Internet.
  • Working experience and ability to negotiate health and safety inquiries by telephone or in person, with diplomacy, courtesy, good judgment and tact.
  • Experience in using published and unpublished information resources.
  • Excellent verbal (public speaking) and written (clear language) communication skills to provide high quality client service.
  • Experience in using databases (e.g. Customer Relationship Management software).
  • Demonstrated competency with Microsoft Office including: Outlook, Word, Excel and PowerPoint.
  • Effective interpersonal skills and excellent ability to work in a team environment.
  • Ability to communicate orally and in writing fluently in both official languages is essential.


Within the range of

$68,220 to $87,833 (CCOHS-08) per annum.

Full-time, temporary, unionized position

Application Deadline

Wednesday, July 28, 2021

Quote File Reference Number: IC-124

Vacancies: 1

To Apply

Please send cover letter and resume to ​

Attach resume as an MS Word or PDF document.

This competition is open to residents of Ontario only.


Note: Attaining reliability security status is a condition of employment for all CCOHS positions.

This position is temporarily remote – future travel to facilities may be required.

All resumes are maintained confidential and are kept on file for a period of six months.

We thank all candidates for their interest; however, only those under consideration will be contacted.