Citizen Services Officer / Passport Officer

Important messages

The Officer does matter!

You’re known and recognized for providing outstanding customer service? We want to know you!
You’re bilingual, dynamic, passionate, have strong customer service skills or strong competencies for human relations?
Do you have what it takes to exceed our clients' needs? We are looking for hard working and motivated officers, that will help us offer an outstanding client experience.
Are you looking for a friendly, dynamic work environment where you will learn how passport, employment insurance, old age security and other government services work?

A flexible schedule, stable employment and the possibility to diversify your knowledge is what we are offering!

Citizen Service Officers and Passport Officers provide access to several Government of Canada services. Work can take different forms. They will receive the clients, determine their needs, answer their questions or refer them to the appropriate government services. In other positions, they will need to review data, documents, photos, make decisions, and explain processes.

Work environment

Take note that the work involves prolonged exposure to the public in an open environment with minimal privacy.

Intent of the process

A pool of qualified candidates will be created to fill the above-mentioned positions and similar positions for various durations: indeterminate and term positions, acting, deployment, or assignment/secondment opportunities.

HOW TO SUBMIT YOUR CANDIDACY?

We want to attract top talent; therefore we are focusing on your competencies.

To apply:

• You do not need to provide a cover letter (just your résumé);

• You will need to answer online screening questions; to do so, you must provide concrete and detailed examples to clearly demonstrate how you meet each qualification criteria:
- Cleary explain where, when and how you gained the experience.
- Simply saying you have the required qualifications or listing your current duties or title is not enough.
- The note "see resume" will not be accepted

We’ll only use your résumé as a secondary source of information.

If you do not clearly demonstrate you have the required experience, we won’t ask for additional information and you may be screened out.

Assessments will take place during the day or during weekends. Throughout the selection process, it is your responsibility to make yourself available for all testing and interview dates for which you will be invited.

Please note that the assessments will only be rescheduled under exceptional circumstances with supporting evidence (e.g. medical reason with doctor’s certificate, death in the immediate family, pre-approved travel plans, religious reason, participation in an assessment for another selection at the same time). Failure to attend the assessments without good reason will be construed as a withdrawal from the appointment process.

Please note that during this selection process 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.

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)

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

EXPERIENCE

Recent* and significant** experience in using technology (e.g. e-mail, Internet and word processing).

Recent* and significant** experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

*Recent experience is defined as within the last 3 years.
**Significant experience is defined as a duration of approximately 6 months.

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

Various language requirements
Bilingual imperative BBB/BBB
Bilingual imperative BBC/BBC
Bilingual imperative CBC/CBC

In order to enable you to understand the bilingualism requirements and the expected level, we strongly encourage you to look at the following link ''Information on language requirements'' to do the self-assessment tests at the link below:

https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service/self-assessment-tests.html

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)

ASSETS

Recent* and significant** experience in providing information or assistance regarding government offerings or programs or service requirements.

Recent* and significant** experience in working with client segments including any of the following: Aboriginal people, youth, seniors, newcomers, persons with disabilities.

Recent* and significant** experience working as a call centre agent.

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

*Recent experience is defined as within the last 3 years.
**Significant experience is defined as a duration of approximately 6 months.

OPERATIONAL REQUIREMENTS

Willing and able to work overtime as required.
Willing and able to travel for training purposes.
Willing and able to work on shift work.

Tests

PSEE - Test of Reasoning UIT

Applicants must complete the Public Service Entrance Exam: Test of Reasoning Unsupervised Internet Test (UIT) as part of the screening for this selection process. This test assesses reasoning and problem solving ability. You will have 90 minutes to complete the test. You must complete the test before you submit your application for this position.

For more information, please consult: Public Service Entrance Exam - Test of Reasoning Unsupervised Internet Test

Other information

If you already have a reliability security clearance or valid second language results, please send them to the email address indicated at the end of this advertisement.

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

Candidates must meet all of the essential qualifications noted in the job advertisement to be appointed to a position.

Random selection and/or top-down selection may be used at any time during the process to identify which applicants will be further assessed.

If you were educated outside of Canada, you must have your credentials and/or diploma assessed against Canadian education standards. The public service will accept any Foreign Educational Credentials as long as they are deemed comparable to Canadian standards, through a recognize credential assessment service. For more information please click on Degree Equivalency.

Proof of study must be submitted at the interview.

A written exam may be administered.

Interviews will be conducted.

Reference checks will be conducted. Contact information (email address and telephone number) for 2 references at supervisory level must be submitted when requested.

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by email for screening/assessment purposes (including issuing screening results, and sending invitations for written tests and interviews). Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users.

ORGANIZATIONAL NEED
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.