Citizen Service Officer

Update: Please note that when applying to this position, please specify in your RESUME which locations you are interested in being considered for. Work locations are as follows:
- Brandon (Manitoba),
- Dauphin (Manitoba),
- Flin Flon (Manitoba),
- Morden (Manitoba),
- Notre Dame de Lourdes (Manitoba),
- Portage la Prairie (Manitoba),
- Selkirk (Manitoba),
- Steinbach (Manitoba),
- Swan River (Manitoba),
- The Pas (Manitoba),
- Thompson (Manitoba),
- Winnipeg (Manitoba)

If you have already submitted your application to this process, please ensure you update your RESUME with your location preferences.

Important messages

A cover letter is NOT required

Your application must indicate locations in which you would accept employment.

Complete the screening questions on the Public Service Resourcing System application website.

This tool may be used to assess written communication, in addition to the essential education and essential experience qualifications.

If you do not fully complete the screening questions as instructed, you may be screened out.

DETAILED RESPONSES TO THE SCREENING QUESTIONS IN THE APPLICATION MUST BE COMPLETED IN ADDITION TO YOUR RESUME.

Resumes will be used as a secondary source to validate the experience and examples stated in the screening questions.

All information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate the candidates.

Duties

Responds to questions from clients on programs and services and provides value added information, advice and guidance on program and service requirements.

May travel to offer regular or occasional outreach to remote locations.

Conducts fact-finding with clients, assesses and decides on which service offerings and/or information to provide, including other federal, provincial, municipal governments and other community organization services/benefits.

Determines the need for more in-depth interventions by program/service specialists.

Provides guidance on the use of the Department’s and partner’s navigation and self-service tools; responds to common questions on the capability of electronic service channels; provides assistance with electronic exchanges; and promotes and encourages citizens to access and use these electronic service channels.

Verifies and authenticates client identity and/or supporting documentation; receives and processes fees for service and other payments; and processes and generates certificates, permits and similar documents for other service offerings within established guidelines.

Receives and processes requests from clients to change information; clarifies discrepancies; and amends the database(s) or refers information to partners accordingly.

Receives, screens and forwards applications and supporting documentation on behalf of the Department and its partners; and explains where and how the client can follow-up on the status of their requests.

Administers oaths, and takes and receives affidavits, declarations and affirmations.

Work environment

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

Intent of the process

NOTE: Temporary and / or permanent part-time or full-time positions.

A pool may be established from this process and may be used to fill similar positions within the Department of Employment and Social Development Canada.

This process is being run simultaneously with selection process number 2017-CSD-EA-MAN-16970.

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 common qualifications 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.

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; or an acceptable combination of education, training and/or experience).

Degree equivalency

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.

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

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

Degree equivalency

Experience working with client segments including any of the following: Aboriginal people, youth, seniors, newcomers, persons with disabilities.

Knowledge of Service Canada service offerings

Working with Others
Changing and Learning

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 and to work at the area’s alternate points of service, based on operational requirements

Willing and able to work overtime as required

Willing and able to travel for extended periods for training

Willing to travel to small remote communities by vehicle or by air

Conditions of employment

Reliability Status security clearance

Other information

EDUCATION:

You must clearly indicate your education level. Proof of education will be requested at the assessment stage of this process.

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

OTHER INFORMATION TO BE PROVIDED:

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

Applicants are asked to indicate on their application their preferred official language for each of the following: a) written correspondence, b) written assessment, and c) oral assessment.

Candidates will be contacted by email and it is imperative that you provide a current email address that accepts e-mail from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is your responsibility entirely to inform us at all times of any changes regarding your contact information.

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

If you have a disability that requires accommodation during the selection process, please indicate this on your application and/or resume.

A variety of assessment tools will be used. You will be advised of these tools at each assessment phase of this process. Reference check(s) will be sought.

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

Testing / Interviews will be conducted at the location of the employer's choice.

Failure to attend assessments as scheduled may result in the rejection of your candidacy.

Candidates from outside the federal public service will be required to pay for their own travel (including travel for assessment purposes) and relocation expenses.

Applicants are encouraged to apply ONLY if they are willing and able to work in or relocate to these locations.

Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

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.