Citizen Services Officer

Important messages

All communication relating to this process including e-mail correspondence may be used in the assessment of qualifications.

Only on-line applications are accepted. Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.

You must provide proof of your education credentials by the closing date. Please send by email to: . Please quote the competition number, as well as your last name, in the subject line. If you are unable to provide this proof, please provide a detailed explanation.

If the name on your education credentials is different from the name on your application, we will require proof that you are the same person.

Duties

Receives, determines the needs and responds to questions from clients on service offerings and other government services and provides value added information, advice and guidance on program and service requirements.
May travel to offer regular or occasional outreach to closed or isolated remote locations or between offices in the service area to support service delivery.
Offers group information sessions to citizens on service offerings and other government services, including in collaboration with internal and external partners.
Conducts fact-finding with clients, assesses and decides on which service offerings and/or information to provide, including other federal, provincial, municipal governments and other community organization services/benefits. Resolves client issues, where possible, at first point of contact. Determines the need for more in-depth interventions concerning eligibility and entitlement to benefits, and conducts referrals to program/service specialists as required.
Provides guidance on the use of the Department’s navigation and self-service tools; asks and responds to common questions on the capability of various service channels; provides assistance with electronic exchanges; and promotes and encourages citizens to access and use these electronic service channels.
Examines, verifies and authenticates client identity and/or supporting documentation; receives and processes fees for service and other payments; and processes and generates certificates, permits and similar documents for other service offerings within established guidelines.
Receives and processes requests from clients to change information; clarifies discrepancies; and amends the database(s) or refers information to partners accordingly.
Receives, screens and forwards applications and supporting documentation on behalf of the Department; explains where and how the client can follow-up on the status of their requests.
Identifies potential fraudulent information/activity and refers to appropriate unit for investigation.
Administers oaths, and takes and receives affidavits, declarations and affirmations.

Intent of the process

The intent of this process is to establish a pool of candidates for staffing in St. Stephen, New Brunswick ONLY.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 9,999 words (maximum)

A response to a text question addressing the following:

• Thinking Skills: The ability to actively and skillfully analyze problems and issues, organize information, identify key factors, identify underlying causes and generate practical solutions
  • Effectively plans and organizes work
  • Identifies practical and sound solutions to problems
  • Quickly acquires and applies relevant information
  • Recognizes pertinent facts and issues
  
  Address the above Behavioral Indicators in your example.
  
  Please provide contact information of the Manager/Supervisor who can verify the information you have described. Please provide the name of the employer, your Manager/Supervisor, their telephone number, and e-mail address. They may be contacted during the selection process to verify the information you have provided.
• Client Focus: An underlying concern for helping internal and /or external clients and for being responsive to their concerns
  • Consistently delivers on commitments
  • Demonstrates respect and concern for every client
  • Provides quality service
  • Works with clients to achieve results
  
  Address the above Behavioral Indicators in your example.
  
  Please provide contact information of the Manager/Supervisor who can verify the information you have described. Please provide the name of the employer, your Manager/Supervisor, their telephone number, and e-mail address. They may be contacted during the selection process to verify the information you have provided.

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)

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

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

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

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

English essential

Information on language requirements

ABILITIES AND SKILLS

Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Diagnostic Information Gathering

PERSONAL SUITABILITY

Client Focus
Interpersonal Awareness
Dependability

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

ASSETS

EDUCATION

Graduation with a degree from a recognized post-secondary institution

Degree equivalency

EXPERIENCE

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

OPERATIONAL REQUIREMENTS

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.

Conditions of employment

Reliability Status security clearance

Willing and able to travel for training purposes.

Other information

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

A variety of assessment tools will be used - written exam, interview and reference check.

An interview and reference check will follow upon the successful score of the written exam.

Candidates from outside the federal public service will be required to pay for their own travel (including travel for assessment purposes) and may be required to pay for
their own relocation expenses.

If you have a disability that requires accommodation during the selection process, please indicate this on your application and/or resume.

Top-down selection may be applied; a cut-off score may be established after all scores are received.

Random selection may be used at any time during the process to identify which applicants will be further assessed.

A security check will be administered and proof of citizenship, education, and at least 2 work references with names and applicable phone numbers will be required.

Security Check will include a credit check and fingerprinting. Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

Resumes will be used as a secondary source to validate the experience and examples stated in the screening questions.

Candidates will be contacted by email and it is imperative that you provide a current email address that accepts email from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is your entire responsibility to inform us at all times of any changes regarding your contact information.

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.