Citizen Services 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

Duties

The position serves as the primary gateway for enabling in-person client access to government services, entitlements and benefits and facilitates first point of contact resolution. Performs a triage function to respond to citizens’ needs and finalizes the intervention sought, assists in path finding or where required refers to a more appropriate authority to support the department and its partners’ service offerings in the spirit of the service culture.

Work environment

ESDC provides workspaces in alignment with both an open office environment and worker profile standards. Details on these standards can be found at the following Public Works link: http://www.tpsgc-pwgsc.gc.ca/biensproperty/amng-ftp/index-eng.html

Intent of the process

This process is being carried out in conjunction with selection process numbers 2018-CSD-EA-AB-18853 and 2018-CSD-EA-AB-18854. For all of the common qualifications, the same assessment tools will be used. Should you apply on all processes, you will be assessed for the common qualifications only once and the assessment will be applied to all processes. Separate pools of qualified candidates will be established for each process.

A pool of candidates will be established and may be used to staff similar positions with various tenures.

Please note this process will ONLY be used to staff positions in the location(s) listed.

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)

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 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)

Various language requirements
English Essential
Bilingual Imperative CBC/CBC

Information on language requirements

Abilities and Personal Suitability:

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)

ASSET QUALIFICATIONS:

Experience in working in a high volume client service environment.

ORGANIZATIONAL NEEDS:

Employment and Social Development Canada is committed to employment equity (EE). In order to achieve a representative workforce, selection may be based on qualified candidates self-declaring as being a member of one or more of the following EE groups: Aboriginal peoples, persons with disabilities, women and visible minorities.

OPERATIONAL REQUIREMENTS:

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 and able to work outside core hours, including evenings and weekends, as per operational requirements

Willing and able to work overtime as required

Willing and able to travel for extended periods for the purpose of training

Willing to travel to small remote communities

Conditions of employment

Reliability Status security clearance - Other Conditions of Emplpoyment:

Willing to travel within the Fort McMurray Service Area to alternate service locations.

Required to provide outreach services to remote sites within the Fort McMurray Service Area

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

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.

Reference checks may be sought.

An interview may be administered.

A test may be administered.

Screened in candidates will be asked to submit their proof of education as well as two
references after the screening process is complete.

For this selection process, email is the most efficient way to communicate with you. Candidates who apply to selection processes should include an email address that accepts email from unknown users (some email systems block these types of email). If you cannot receive results by email, it is your responsibility to inform us.

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

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

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

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.