National Identity Services Officer

Important messages

Please note you will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, you will be responsible for travel costs (including travel for assessment purposes).

IMPORTANT: Applicants MUST clearly demonstrate how they meet each screening criterion on the questionnaire. (Essential qualifications: Education and Experience).

The Screening Board will not make any assumptions. It is not sufficient to say that you have the required qualifications or to list your current or past duties. Please provide concrete examples from your past experiences, providing sufficient depth to allow for an assessment.

FAILURE TO PROVIDE THIS INFORMATION MAY RESULT IN YOUR APPLICATION BEING REJECTED.

Work environment

The work is carried out from a Centre of Expertise by telephone and other modes of correspondence.

The work requires multitasking and working under the pressure of service expectations from clients balanced with the need to be aware of service standards. There is a requirement to deal with the public and provide timely, courteous, accurate, effective and efficient service, being aware of and respecting cultural differences and citizen frustration levels due to their personal situations.

Intent of the process

An assessed pool of qualified candidates will be established for current and/or future vacancies

The pool may be used to staff similar positions within Employment and Social Development Canada, Service Canada in Bathurst New Brunswick.

Positions to be filled: 8

Information you must provide

Your résumé.

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

EXPERIENCE
Experience in using technology (e.g. e-mail, Internet and word processing)

Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification

Experience in applying legislation or policies

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
Bilingual Imperative BBC / BBC
English Essential
French Essential

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

EDUCATION
Secondary school diploma or employer-approved alternatives (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma; or an acceptable combination of education, training and/or experience)

Degree equivalency

ABILITIES AND PERSONAL SUITABILITY
Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Diagnostic Information Gathering
Client Focus
Interpersonal Awareness
Dependability

The following may be applied / assessed at a later date (may be needed for the job)

EDUCATION
Successful completion of two (2) years post-secondary education from a recognized educational institution (e.g. community college, CEGEP, university)

Degree equivalency

EXPERIENCE
Recent* and significant** experience in working in a high-volume client service environment.

For the purpose of this selection process:
*Recent is defined as having occurred in the last 5 calendar years from the date of application and **significant means a minimum of 1 year experience is required

Experience working as a call centre agent

PERSONAL SUITABILITY
Positive Attitude

ORGANIZATIONAL NEEDS
In order to achieve a representative workforce, selection may be based on qualified candidates self-identifying (at time of application) as being:
• a member of visible minority group
• an aboriginal person
• a person with a disability
• a woman

Conditions of employment

Reliability Status security clearance

OTHER CONDITIONS OF EMPLOYMENT
• Willing and able to work variable hours, including working shift work, and/or part-time or full time hours based on operational requirements
• Willing and able to work overtime as required
• Willing and able to work full time hours during training period

Other information

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

Please note that different pass marks and cut-off scores may be used at various stages of the assessment process.
Candidates who attain the pass mark may not be further considered in the process if they do not achieve the cut-off score.

Reference checks will be sought.

An interview will be administered.

A test may be administered.

A situational exercise may be administered.

Persons are entitled to participate in the appointment process in the official language of their choice.

The hiring organization will accept applications online only. All job applications must therefore be submitted through jobs-emplois.gc.ca. To submit an application online, please select the button "Apply Online" below.

Persons requiring accommodation preventing them from applying online are asked to contact 1-800-645-5605.

Following are some of the benefits associated with applying online:
Applicants can create and manage their accounts and apply to job opportunities as long as an internet connection is available.
Applicants can create a profile and retrieve stored application(s) (personal information, covering letter and résumé) previously submitted and modify them, if necessary, before submitting the application.
Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.

All communication regarding this process will be administered via e-mail. It is the candidate's responsibility to provide a valid e-mail address and update their personal information when it changes. If special circumstances prevent you from having access to your e-mail, please contact the assessment committee indicated below.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.