Intake Officer / Officer (various)

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request special accommodation. All information received in relation to accommodation will be kept confidential.

Information on accommodation for persons with disabilities

Duties

Your role as an Intake Officer:

• Respond to inquiries from external clients on a wide variety of air travel and related matters.

• Assist in the early analysis and processing of first-level complaints in respect to terms and conditions of carriage applicable to domestic and international air transportation.

• Intake air travel complaints, coordinates, organizes and exchanges all documentation required prior the facilitation triage phase and redirects them to the appropriate jurisdictional organization when required.

• Develop and maintain communication networks and linkages with airlines, clients, staff and other governmental entities in order to exchange information regarding the cases received.

Work environment

Make a difference by working for Canada’s largest employer: The Government of Canada

Canada’s public service is diverse, innovative, and non-partisan. We are continually engaged in projects and initiatives to improve how we serve Canadians. Together, public servants are making a difference in the lives of Canadians every day. The Government of Canada offers a breadth of rewarding careers in many locations, with great opportunities for learning and development. Whatever you’re passionate about, Canada’s public service has a career path where you can make a difference.

Come work for the federal government’s first independent regulatory body: The Canadian Transportation Agency

An important mission: The Canadian Transportation Agency is a small organization (about 230 people) with an important mission – to advance Canadians’ economic and social well-being by:

• Helping to keep the national transportation system running efficiently and smoothly
• Protecting the fundamental right of persons with disabilities to accessible transportation
• Providing consumer protection for air travelers

A great place to work:
We are committed to creating a healthy and respectful workplace. Our small size enables us to meet regularly at all-staff events, and encourages dialogue and collaboration – both between managers and employees, and through inter-branch networks and tiger teams. You will have the opportunity to get to know and collaborate with many colleagues across the Agency.

We are located at 15 Eddy, in the heart of Gatineau, with easy access to fitness facilities, public transportation and restaurants.

Intent of the process

The results of this process will be used to staff determinate positions. The majority of the positions to be staffed are for a period of 6 to 12 months with good possibility of extension. The results may also be used to create a pool of qualified candidates to staff future positions with various tenures (indeterminate, deployment, acting, assignment/secondment and casual) with similar requirements, various language requirements and profiles, and various security requirements.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

ESSENTIAL QUALIFICATIONS

EDUCATION:
Graduation with a High School diploma.

Degree equivalency

EXPERIENCE:
Experience in conducting research, identifying key information and presenting findings.

Experience in preparing correspondence.

Experience interpreting or applying air carrier contracts of carriage.

Experience processing numerous files simultaneously using an integrated case management system.

Experience providing advice or recommendations to management.

Experience in providing information, guidance and direct services to clients (in person or over the phone).

COMPETENCIES:
Thinking things through

Working effectively with others

Showing initiative and being action-oriented

ABILITIES:
Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to analyze and summarize complex information.

Ability to plan, organize and prioritize workload to meet multiple and conflicting deadlines.

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

ASSET QUALIFICATIONS:

EDUCATION:
Graduation with a degree from a recognized post-secondary institution in a field related to the positions being staffed (e.g., business, finance, travel and tourism, social sciences, law).

Successful completion of an acceptable post-secondary educational program from a recognized institution in a field related to the positions being staffed (e.g., business, finance, travel and tourism, social sciences, law).

Degree equivalency

EXPERIENCE:
Two years of experience in the airline industry OR Two years of experience as a travel agent.

ORGANIZATIONAL NEEDS:
Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women.

OPERATIONAL REQUIREMENT:
Ability and willingness to work overtime, on occasion and on short notice.

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

Various language requirements
Bilingual Imperative BBB/BBB to CCC/CCC
English essential
French essential

Information on language requirements

Conditions of employment

Reliability Status security clearance

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the targeted groups when you apply.

Information on employment equity

A written examination may be administered.

An interview may be administered.

Reference checks may be sought.

Please ensure that your Personal Record Identifier (PRI) is included in your application (for internal candidates).

Please identify clearly your substantive group and level and your employment status on your resume and/or application form (for internal candidates).

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application

VERY IMPORTANT NOTICE:

It is your responsibility, as an applicant, to clearly demonstrate how you meet each factor of the screening criteria (Experience) for all Essential and applicable Asset Qualifications and that adhere to the stipulated format. Please note that it is not sufficient to simply state that the qualification is "met" or to provide a listing of current or past responsibilities. You must provide concrete examples which clearly demonstrate how you meet each factor of the screening criteria (Experience) for all Essential and applicable Asset Qualifications.

The Asset Qualifications contained in the Statement of Merit Criteria may be used as a screening tool. Candidates must meet all of the essential qualifications to be appointed to a position. A candidate may be appointed to a position even though he/she does not meet any or all of the asset qualifications or operational requirements. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed.

FAILURE TO CLEARLY DEMONSTRATE HOW YOU MEET EACH FACTOR OF THE SCREENING CRITERIA (EXPERIENCE) FOR ALL ESSENTIAL AND APPLICABLE ASSET QUALIFICATIONS MAY RESULT IN THE REJECTION OF YOUR APPLICATION.

Communication for this process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users, including users from outside the Public Service (some email systems block these types of email).

Indeterminate employees at the same group and level or equivalent could be considered for deployment (for internal candidates).

Locations, dates and times for exams and/or interviews will be determined by the employer. Scheduling of alternative exam and interview dates will only be considered for religious reasons, death in the family, in cases of serious illness or for a reasonable reason approved by the selection committee. A doctor's certificate or other proof will be required.

Pass marks will be established for each qualifications. However, achieving the pass mark is not a guarantee of an appointment or that candidates will be put through the next stages of the assessment process. Cut-off scores and/or top-down approach may be used at any stage of the staffing process if there are a sufficient number of candidates to meet anticipated staffing needs.

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.