Citizen Services Officer

Work environment

ESDC provides workspaces in alignment with both an open office environment and worker profile standards. Details on these standards can be found at the following Public Works link: http://www.tpsgc-pwgsc.gc.ca/biensproperty/amng-ftp/index-eng.html

The work environment will be attractive to people who are:
• Highly motivated
• Quick learners
• Quality-oriented
• Customer-focused
• Able to thrive in a fast-paced, high-volume environment

We are looking for candidates who possess and demonstrate:
• Strong communication talents
• Excellent customer service skills
• Thinking skills
• Information-gathering and computer-keyboarding skills

Working Conditions:

Physical:
The work involves prolonged exposure to the public in an open environment with minimal privacy. There is constant exposure to noise from office equipment, the clients, and co-workers.

Repetition and redundancy of tasks may cause strain injuries. Exposure to disease and possibly infectious germs, odour, perfumes, etc. could result in health conditions. Exposure to boxes, bags of mail, carts, noise from a variety of equipment, messengers coming in and out to pick up or deliver packages.

Psychological:
The ability to deal with stressful situations is essential for the incumbent.

Exposure to unpredictable and uncontrollable volumes of mail, or a room full of applicants who can become volatile, may result in multiple demands for resources and pressure within tight service standards.

Exposure on a daily basis to a number of complex and/or urgent cases requires a shift in priorities. The work requires that the cases are dealt with in an environment that lacks privacy both for clients and employees.

There are frequent interruptions from colleagues, callers, applicants, and visitors. There is a continuous requirement to deal with imposed service standards, report deadlines and to satisfy multiple concurrent demands made by management resulting in continuous intellectual and psychological effort. Very little privacy is available.

Intent of the process

Please note this process will only be used to staff positions in the location listed. Applicants are encouraged to apply only if they are willing and able to work in or relocate to the specified location.

This process is being carried out in conjunction with selection process number 2017-CSD-EA-BC-15220 and 2017-CSD-EA-BC-17648, 2017-CSD-EA-BC-17649, which will be posted in the near future. For all of the common qualifications, the same assessment tools will be used. Should you apply on all processes, you will be assessed for the essential common qualifications (with the exception of the essential education, essential experience and asset experience) only once and the assessment will be applied to all processes. Separate pools of qualified candidates will be established for each process.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 2,500 words (maximum)

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)

Secondary school diploma or employer-approved alternatives (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma)

Degree equivalency

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

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

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

Degree equivalency

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

English essential

Information on language requirements

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)

Asset Qualifications:

• Experience in providing information or assistance regarding government offerings or programs or service requirements
• Experience in delivering presentations to various stakeholders or group of individuals
• Experience in working with client segments including any of the following: Indigenous people, youth, seniors, newcomers, persons with disabilities

• Applying Principles and Procedures
• Positive Attitude
• Working with Others

Organizational Needs:
At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal person, a person with a disability or a visible minority and are interested in bringing in different perspectives and insights, let us know by completing the Employment Equity (EE) section in your application. Appointments of members of these EE groups could be made to ensure our workforce is inclusive and representative of the Canadian public we serve.

Operational Requirements:
• Willing and able to travel to and work at the service area’s alternate locations and to alternate points of service, based on operational requirements.
• Willing and able to work outside core hours, including evenings and weekends, as per operational requirements
• Willing and able to work overtime as required
• Willing and able to travel for extended periods for the purpose of training
• Willing and able to work scheduled shifts and weekends, as required
• Willing to travel to small remote communities

Conditions of employment

Reliability Status security clearance

Credit Check and Fingerprinting

Other information

We encourage applicants to submit their applications on-line.

Following are some of the benefits associated with applying on-line: 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.

Should you be unable to apply on-line or you are unable to access the Public Service Jobs site for any reason, please submit your application, quoting the Selection Process Number, to the application contact listed on the poster, on or before the closing date.

Reference checks may be sought.

An interview may be administered.

A test may be administered.

IMPORTANT INSTRUCTIONS FOR YOUR COVER LETTER: The COVER LETTER is critical for screening applicants into the assessment phase of this process. Candidates must clearly demonstrate IN THEIR COVER LETTER how they meet the education and experience factors listed in the essential qualifications as well as how you meet any/all of the asset experience. CANDIDATES SHOULD USE THE QUALIFICATION FACTOR AS A HEADER AND THEN WRITE SEPARATE PARAGRAPHS DEMONSTRATING HOW THEY MEET EACH ONE. FOR EACH EXPERIENCE FACTOR, CANDIDATES MUST PROVIDE CONCRETE EXAMPLES INDICATING WHEN AND WHERE THEY OBTAINED THE EXPERIENCE WITH FULL ELABORATION OF THE SITUATION,
ACTION TAKEN AND RESULT(S). SUFFICIENT INFORMATION MUST BE PROVIDED TO DETERMINE THE DEPTH AND BREADTH OF THE EXPERIENCE.

Please identify clearly your substantive group and level and your employment status on your résumé and/or application form.

Screened in candidates will be asked to submit their proof of education as well as two references after the screening process is complete.

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

All communication relating to this process, including email correspondence may be used in the assessment of qualifications

For this selection process, we find that email is the most efficient way to communicate with you. Candidates who apply to selection processes should include an email address that accepts email from unknown users (some email systems block these types of email). If you cannot receive results by email, it is your responsibility to inform us.

Correspondence related to this process will be communicated by email wherever possible. On your application, please include a valid email address. It will be your responsibility to notify the board should this information need updating.

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

You must indicate on your application if you require a technical aid for testing or an alternative method of assessment.

Questions regarding travel and relocation visit - http://emplois-jobs.gc.ca/centres/faq-eng.htm#travel

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.