Complaint Management Services (CMS) - AS-05 (Agent)

Important messages

1 - The ability to communicate effectively in writing will be evaluated throughout the entire process.

2 - By submitting your application, you declare that the information provided is true to the best of your knowledge and free from plagiarism. In accordance to the Public Service Employment Act, art.69, fraud may lead to (but not limited to) appointment(s) being revoked.

3 - DO NOT send a cover letter, the screening questions replaces the cover letters. We will NOT review cover letters.

4 - Each question is divided into two parts. The first part consists of a simple question requiring a YES or NO answer. If your answer is “yes”, the second part will ask to fully demonstrate how you obtained this qualification by responding to sub-questions.

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

6 - You will be required to show how you demonstrate the essential and asset qualifications (i.e. Education, Experience and/or Occupational Certification) for the initial screening through online screening questions. Your resume will need to corroborate the information. It is NOT sufficient to simply state that the qualifications are met or to provide a listing of current or past responsibilities. Through your screening question answers, you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples. Failure to provide the above information in the format required may result in your application being rejected from the process.

7 - 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.

Intent of the process

The immediate need is to staff (16) positions on an indeterminate basis.

A pool of partially or fully qualified candidates may be established through this process to staff similar or identical positions, with various tenures (indeterminate, deployment, acting, specified period, assignment, secondment), as well as various linguistic or security requirements or profiles.

Please note that this staffing process may be used to staff position in other regions such as the following: Montreal, Valcartier, Kingston, Borden. Also, according to the operational needs, there could be additional regions.

Positions to be filled: 16

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:

A post-secondary certificate/diploma* in conflict management, human resources management OR a field relevant to the position being staffed OR an acceptable combination of a secondary school diploma* AND three (3) years of relevant** experience

IMPORTANT NOTES:

- *Documents must attest this training and it must include course provider, course title and date of completion.

- **Relevant is defined as experience working in a Complaint/Conflict Management Program, Harassment Prevention and Resolution Rrogram, Human Rights, Labour Relations and/or Employee Assistance Program /Canadian Forces Military Assistance Program.

Degree equivalency

EXPERIENCE:

E1: Recent* experience in a client based service delivery work environment

E2: Experience in referring clients to appropriate support services related to their issue

E3: Experience in delivering presentations to varied audiences

DEFINITION:

*Recent is defined as experience associated with having performed this function for at least a year in the past three (3) years.

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

Please note: Asset qualifications may be considered at any phase of the process.

EDUCATION:

- A post-secondary OR graduate degree from a recognized university in conflict management, human resources management OR in a field relevant to the position

Degree equivalency

EXPERIENCE:

AE1: Significant* experience in providing workplace complaint management services

AE2: Experience working in the CAF Integrated Complaint and Conflict Management program

AE3: Experience in the delivery of training in an adult learning environment

AE4: Recent** experience working in a military environment

DEFINITIONS:

*Significant experience is defined as the depth and breadth of experience normally acquired with having performed a broad range of various, complex and related activities over several years during a minimum of two (2) years.

**Recent experience is defined as experience associated with having performed this function for a period of two (2) years in the past five (5) years.

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

Various language requirements
- English Essential
- French Essential
- Bilingual Imperative BBB/BBB
- Bilingual Imperative CBC/CBC

Information on language requirements

KNOWLEDGE:

K1: Knowledge of the interest-based approach to problem solving
K2: Knowledge of rights based complaints processes

ABILITIES:

A1: Ability to communicate effectively in writing
A2: Ability to communicate effectively orally
A3: Ability to assist client in analyzing their issues
A4: Ability to conduct an effective interview
A5: Ability to deliver presentations to various audiences

PERSONAL SUITABILITIES:

PS1: Integrity
PS2: Teamwork
PS3: Judgment
PS4: Initiative
PS5: Discretion
PS6: Client Relationships.

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

KNOWLEDGE:

AK1: Knowledge of the Department of National Defence/Canadian Armed Forces (DND/CAF) culture and organization
AK2: Knowledge of the Access to Information Act, the Privacy Act, the National Defence Act and DND/CF policies and directives
AK3: Knowledge of support services available to CAF members
AK4: Knowledge of Interest-Based Communication techniques

ORGANIZATIONAL NEEDS:

- As an equal opportunity employer, the Department of National Defence is committed to achieving a skilled, diversified workforce reflective of the Canadian population. We encourage members of the following designated groups to apply and also to self-identify: women, members of visible minority groups, aboriginal people and persons with a disability.

- Preference may be given to candidates who are members of an Employment Equity group.

OPERATIONAL REQUIREMENTS:

- Requirement to travel 1-3 times per month

- Requirement to work overtime or accept alternative hours (including evenings and weekends) on occasion

Conditions of employment

Reliability Status security clearance - Reliability

Candidates must meet and maintain the above noted conditions of employment throughout their employment.

Other information

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.