Intake Officer

Work environment

These positions will be part of the Public Complaint Intake Team. An Intake Officer provides services to the general public with respect to the taking, assessing and managing of complaints regarding the on-duty conduct of RCMP members.

You will be responsible for dealing directly with the public, via telephone and online in a call centre setting. Through dialogue with the client, you will identify their needs, collect complaint information and apply criteria for the acceptance of public complaints, found in the RCMP Act.

Additionally, you will be required to search one or more databases in order to answer enquiries, and will be expected to input information received from complainants into a case management system.

At times, clients may be frustrated and present challenges, which will require diplomacy in order to interact with them in a professional manner.

You will work in an open space cubicle environment, which can affect attention and focus. This is a job that requires remaining stationary for extended periods of time with constant use of a keyboard and a mouse. The position may require the use of a headset.

This 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.

Intent of the process

This process will be used to create a pool of qualified candidates to staff positions with various tenures or linguistic profiles.

Positions to be filled: 6

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

Degree equivalency

Recent and significant* experience in interacting and communicating with members of the public, including the receipt and handling of public complaints.

Recent and significant* experience in inputting and extracting data using a complaint or case management system.

Experience in applying policies or procedures in the delivery of a program or service.

Experience in working in an environment with high pressure or high volume.

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

Successful completion of an acceptable post-secondary educational program in a specialty relevant to the position to be staffed.

Degree equivalency

Experience working in a Monitoring or Call Centre, Distress Line, Crisis Centre or Help Line.

Experience in responding to recurring calls from complainants.

Experience working in the public complaint domain in a policing organization or police oversight agency.

Experience in working in a government call centre.

Training in crisis intervention or dispute resolution.

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

Various language requirements
English essential, BBB/BBB, CBC/CBC

Information on language requirements

Knowledge of the mandate of the Civilian Review and Complaints Commission for the RCMP.
Knowledge of the mandate of the RCMP.

Ability to communicate effectively orally.
Ability to communicate effectively in writing.
Ability to apply policies.
Ability to solve problem.
Ability to manage own workload.

Effective interpersonal relations
Initiative
Judgment
Reliability
Attention to detail
Client Service Orientation

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

Ability and willingness to work overtime on short notice.

Conditions of employment

Reliability Status security clearance

Other information

Reference checks may be sought.

An interview may be administered.

A test may be administered.

A situational exercise may be administered.

You must provide proof of your education credentials.

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.

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

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.