Citizen Services Officer

Important messages

APPLICATION INFORMATION:

Only on-line applications through the Public Service Resourcing System will be accepted. To submit an application on-line, please click on the button "Apply Online". Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience qualifications and, if applicable, other qualifications. When answering these questions, please provide detailed, concrete examples that clearly demonstrate HOW YOU meet the requirement. Failure to clearly substantiate how you meet the screening criteria may result in the rejection of your application. Candidates may not be solicited for incomplete or possible missing information. Resumes will be used as a secondary source to validate the experience and education described in the screening questions.

INSTRUCTIONS
When recording your examples, be sure that:
• Provide concrete, specific examples of actions that speak directly to the experience sought.
• Choose examples with sufficient complexity, impact and degree of difficulty that will allow you to illustrate to what extent and depth you have shown the behaviours expected for each qualification.
• Focus on what you did. In referring to an experience achieved in the context of a team, set your role apart from the role(s) of others.
• Please describe the achievements in the past tense. This will help to ensure that you are providing concrete examples, rather than making general statements (e.g. instead of saying “I work well within a team….” you can say “I worked well with a team when….”).
• Use action verbs when describing your experience i.e. lead, managed, organized, planned, prepared, informed, determined, etc.
• Provide all examples in sentence format.
• Each example must include when the example took place, background of each situation, what you did, how you did it, what your role was in the situation, and what was the outcome.

Please note that candidates (including employees of the Federal Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.

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

This position involves prolonged exposure to the public in an open environment with minimal privacy. There is a constant exposure to noise from office equipment, the clients and co-workers. Work conditions require adapting to change, dealing with stress and dealing with potentially frustrated clients.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

Contact information for 2 references.

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)

If applicants are screened into the process and contacted, they must be prepared to provide proof of education upon request. Failure to provide the information when requested will result in rejection of application.

Degree equivalency

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

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

Communication (written)
Thinking Skills
Diagnostic Information Gathering
Dependability

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

English essential

Information on language requirements

Communication (oral)
Verification and Accuracy
Client Focus
Interpersonal Awareness

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

Graduation with a degree from a recognized post-secondary institution

If applicants are screened into the process and contacted, they must be prepared to provide proof of education upon request. Applicants with foreign educational credentials are required to provide proof of Canadian equivalency. Please click on "Degree equivalency" for more information. Failure to provide the information when requested will result in rejection of application.

Degree equivalency

Experience in delivering presentations to various stakeholders or groups of individuals.

Experience in working in a high-volume client service environment.

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

Willing and able to work overtime as required.
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 to travel to small remote communities.
Willing and able to travel for extended periods for the purpose of training.

Other information

Acknowledgment of receipt of applications will not be sent. We will only contact those candidates screened into the process.

Communication (including invitations for assessment) for this process will be sent by email. It is the responsibility of the Applicant to ensure accurate contact information is provided and updated as required. Applicants who apply to this selection process must include an email address that accepts email from unknown users (some email systems block these types of email). Applicants are strongly encouraged to check their email on a regular basis.

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

A variety of assessment tools may be used (written examination, interview in person, by telephone or by videoconference and/or reference checks).

At the time of assessment, proof of Canadian Citizenship, proof of Education and at least 2 work references will be required.

A random selection and/or top down selection may be used at any point during the assessment process.

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

Candidates must meet all of the essential qualifications to be appointed to a position. A candidate may be appointed to the position even though he/she does not meet any or all of the asset qualifications, organizational requirements, or operational needs. However, meeting these criteria is desirable and may be used as a deciding factor in choosing the person to be appointed.

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.

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.