Intake Assistant / Quality Assurance Officer

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

Work environment

These positions are part of the Commission’s Complaint Intake Team which deals with complaints made by the public.

The Quality Assurance Officers work closely with call centre intake agents to ensure that the necessary paperwork/information required when filing a complaint about the on-duty conduct of an RCMP member is completed in an expeditious manner, according to policy and established service standards.

Intake Assistants are responsible for verifying investigated complaint files, ensuring file accuracy, extrapolating data and managing it in the Commission’s case management system.

Both positions will be required to use one or more databases in order to track public complaints, generate correspondence and relevant statistics.

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

Fully or partially assessed pools may be created and may be used to staff positions at an identical or equivalent group and level with various linguistic requirements, tenures and security clearances with the Civilian Review and Complaints Commission for the RCMP. All other federal organizations listed in Schedule I, IV and V of the Financial Administration Act (FAA) may use this selection process (under certain conditions) to appoint a candidate to a similar position within their organization.

Positions to be filled: 3

Information you must provide

Your résumé.

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

FOR BOTH POSITIONS

• Recent and significant* experience inputting and extracting data using a complaint or case management system.
• Experience in coordinating and providing administrative services in a quasi-judicial or legal environment (i.e. tribunal, court, Commission, Board etc.)

*Recent and significant is defined as the depth and breadth of experience associated with the performance of the duties as full-time employee for a period of at least one (1) year, within the last three (3) years.

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

Successful completion of a post-secondary educational program.

Degree equivalency

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

English essential

Information on language requirements

FOR AS-01 POSITIONS:

• Experience in managing documents, files, and quality control of correspondence.
• Experience in data quality assurance.

FOR PM-01 POSITIONS:

• Experience in applying policies or procedures in the review of complaints.
• Experience in preparing correspondence including proofreading and formatting.

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 analyze and extract information from complaints to ensure files are complete.
Ability to prioritize and manage own workload.

Effective interpersonal relations
Initiative
Judgment
Reliability
Attention to detail

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

Experience working in a Monitoring or Call Centre, Crisis Centre or Help Line environment.
Experience working in the public complaint domain in a policing organization or police oversight agency.
Experience with CCM Enterprise.
Experience working in a government call centre.

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

Reference checks may be sought.

An interview may be administered.

A test may be administered.

Asset qualifications may be used for the screening or when selecting candidates for appointment, therefore, if you meet the education and/or experience qualification(s) listed under Asset Qualifications, please be sure to clearly demonstrate this in your application.

Top-down selection may be used during any stage of the selection process. Please note that achieving a pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a cut-off mark that is higher than the pass mark on any evaluation used throughout the process.

Please identify clearly for which position(s) you are submitting an application.

You must provide proof of your education credentials.

Persons are entitled to participate in the appointment process in the official language of their choice.

All information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate the candidates.

You must indicate on your application if you require a technical aid for testing or an alternative method of assessment.

For this selection process, our intention is to communicate with the candidates by email. Candidates who apply to this selection process must include in their application a valid email address and make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email).

Persons with disabilities preventing them from applying on-line or persons without access to the internet are asked to contact 1-800-645-5605.

Only on-line applications will be accepted in order to take advantage of the many benefits of using the electronic recruitment system. Some of the benefits for applicants include:

- modify your application/resume at any time BEFORE the closing date;
- complete screening questions which will highlight your qualifications to the hiring manager;
- verify the status of your application and notification(s), at any time, and
- be notified electronically of assessment details and results.

Acknowledgment of receipt of applications will not be sent.

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.