Citizen Services Officer

Important messages

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 assessments will only be rescheduled under exceptional circumstances with supporting evidence (e.g. medical reasons 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 could be construed as a withdrawal from the appointment process.

Duties

The citizen is at the heart of our daily life. Service Canada is looking for great agents to serve the next citizen!

Service Canada is people serving people!

Citizens present themselves in person at a Service Canada Center. Citizen Services Officers (CSO) are ready to greet and accompany them for various service offerings such as passports, Social Insurance Number issues, Employment Insurance applications and Old Age Security.

In particular, the CSO:

- Receives citizens' requests and determines their needs in order to direct them to the appropriate service area
- Helps citizens with the use and navigation of Ministry self-service tools
- Examines, verifies and authenticates the identity and vouchers; processes service charges and other payments
- Conducts an initial review of citizens' requests and transmits data and documentation to relevant partners
- Animate group information sessions to citizens
- Oaths citizens and receives affidavits, statements and affirmations

Work environment

The work environment of a Citizen Services Officer is dynamic. Each member of the team contributes to the daily workload and ensures that citizens get the service they want.

Are you bilingual? Do you have a positive attitude? Do you like teamwork? The Citizen Services Officer position is for you!

For a brief overview, watch the following video: https://youtu.be/uK0oqCppaTw
(French subtitles are available by clicking the subtitle button - CC)

Intent of the process

A pool of qualified candidates will be created as a result of this process to fill specified term positions (no inderterminate appointment) on either a part-time or full-time basis, for example: 12-month contract with possibility of extension.

This process will be used to staff positions at the Citizen Services Branch within the Service Canada Centres in Magog and in Sherbrooke only.

This process is carried out jointly with the following PM-01 external selection processes, which have already been launched or will be launched in the coming months:

2018-CSD-EA-QUE-11315 (Citizen Services Officer, Brossard and Longueuil Service Canada Centres);
2018-CSD-EA-QUE-11318 (Citizen Services Officer, Granby and Saint-Hyacinthe Service Canada Centres);
2018-CSD-EA-QUE-11320 (Citizen Services Officer, Salaberry-de-Valleyfield and Vaudreuil-Dorion Service Canada Centres).

For all the common qualifications, the same assessment tools will be sed. If you apply for more than one position, we will assess the common qualifications only once using a common assessment tool that will be applied to the processes mentioned above. A separate pool of candidates will be created 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)

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).

Applicants with a degree from abroad are required to provide proof of Canadian equivalency.

Please send your educational certificates to the following email address:

Degree equivalency

EXPERIENCES

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

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

Instructions :

Your submission must clearly state how you meet the education and experience criteria. When stating your examples, consider the following:

• Provide concrete and specific examples of actions that are directly related to the experience sought;
• Use action verbs when describing your experience: directing, managing, organizing, planning, preparing, informing, determining, etc.;
• Provide all your examples as a sentence;
• Each example should include the date or time the example took place, the context of each situation, what you did, how you did it, what your role was in that situation, and what the result was.

We will not contact applicants for missing information or clarification.

Although the resume may be used as a secondary source to validate the experience and education indicated in the questions, the note "see resume" will not be accepted may result in the rejection of your application.

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

Bilingual - Imperative (CBC/CBC)
Bilingualism: French/English

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

ABILITIES

Communication (oral)
Communication (written)
Client Focus
Verification and Accuracy
Thinking skills
Diagnostic Information Gathering
Interpersonal Awareness
Dependability

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

EDUCATION

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

Degree equivalency

EXPERIENCES

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

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

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 REQUIREMENT

Willing and able to work overtime as required.

Conditions of employment

Reliability Status security clearance - Applicants must meet the condition of reliability and solvency at hiring and for the duration of their employment.

Other information

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT.

Applicants may modify their application and resume at any time BEFORE the deadline indicated in the job advertisement.

You have the right to participate in a selection process in the official language of your choice. Indicate your preferred language in the application.

At the time of the assessment, proof of Canadian citizenship, proof of studies, and a form duly completed by two (2) references in a supervisory position will be required. Original documents will have to be provided.

Various assessment tools will be used to evaluate applicants (written tests and interview).

To be able to manage the number of applicants in this selection process, Service Canada may choose to use a top-down selection, random selection, or any other additional qualifications as outlined in the statement of merit criteria in order to determine the number of candidates who will go through the following phase of the assessment.

If after the use of these strategies other needs arise, the hiring organization may proceed with the evaluation by including candidates who qualified and who obtained a lower passing grade, or by using any other strategy.

One or more asset qualifications or the use of organizational needs may be considered in the selection of the person appointed to the position.

All communications will be by email. Candidates are responsible for providing accurate and up-to-date contact information. Applicants are strongly encouraged to check their email inbox on a regular basis.

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.