Citizen Services Officer / Passport Officer

Important messages

This process may be used to staff identical and/or similar positions with the following linguistic profiles: Bilingual Imperative CBC/CBC.

Duties

• Responds to questions from clients on programs and services and provides value added information, advice and guidance on program and service requirements.
• May travel for training.
• May travel to offer regular or occasional outreach to remote locations.
• Conducts fact-finding with clients, assesses and decides on which service offerings and/or information to provide. May determine the need for more in-depth review by program/service specialists.
• Verifies and authenticates client identity and/or supporting documentation.
• Receives and processes requests from clients to change information or apply for services; 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 and its partners.
• Selected candidates will be required to successfully complete a 3-week full-time (37.5 hours per week) training course (travel may be required) and a structured 10-week apprenticeship program in order to qualify for continued employment.

Work environment

The 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

We are looking for candidates who possesses and demonstrate:
. strong communication talents
. excellent customer service skills
. thinking skills
. information-gathering and computer-keyboarding skills

Intent of the process

A pool of qualified candidates may be established and may be used to staff similar positions with various tenures within Employment and Social Development Canada in the Western Canada and Territories region.

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)

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

Degree equivalency

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.*

* We are looking for twelve months of continuous work to fulfill this requirement.

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

Bilingual - Imperative (CBC/CBC)

Information on language requirements

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)

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

Experience in delivering presentations to various stakeholders or groups of individuals.

Conditions of employment

CITIZEN SERVICES OFFICER:

Reliability Status security clearance

Willing and able to travel for training purposes.
Willing and able to work overtime as required.
Willing to travel within the Saskatchewan Service Area to alternate service locations.

PASSPORT OFFICER:

Various Security Clearances:

Reliability security clearance
Secret security clearance

Note: Upon successful completion of the apprenticeship program, candidates will require Secret security clearance in alignment with duties requiring access to Secret designated areas and/or materials

Willing and able to travel for training purposes.
Willing and able to work variable hours, including working weekends and/or shift work and/or overtime, and/or part-time or full time hours based on operational requirements.

Other information

EDUCATION:
You must clearly indicate your education level. Proof of education will be requested at the assessment stage of this process.

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

OTHER INFORMATION TO BE PROVIDED:
Candidates are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate on their application their preferred official language for each of the following: a) written correspondence, b) written assessment, and c) oral assessment.

Candidates will be contacted by email and it is imperative that you provide a current email address that accepts e-mail 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 responsibility entirely to inform us at all times of any changes regarding your contact 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. You will be advised of these tools at each assessment phase of this process.

All communication relating to this process, including email correspondence may be used in the assessment of qualifications.

Failure to attend assessments as scheduled may result in the rejection of your candidacy.

Applicants are encouraged to apply ONLY if they are willing and able to work in or relocate to these locations.

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

Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

Reference checks may be sought.

An interview may be administered.

A test may be administered.

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.