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 specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

APPLICATION INFORMATION:

Only on-line applications through the Public Service Resourcing System will be accepted. To submit an application on-line, please click on the button "Apply Online". Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

No cover letter is required; candidates must ANSWER THE SCREENING QUESTIONS provided by clearly demonstrating how they meet each of the Essential and Asset qualifications relative to education and experience.

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience qualifications and, if applicable, other qualifications. When answering these questions, please provide detailed, concrete examples that clearly demonstrate HOW YOU meet the requirement. Failure to clearly substantiate how you meet the screening criteria may result in the rejection of your application. Candidates will not be solicited for incomplete or possible missing information nor will it be accepted after the closing date. Resumes will be used as a secondary source to validate the experience and education described in the screening questions.

INSTRUCTIONS:
When recording your examples be sure that:
• Provide concrete, specific examples of actions that speak directly to the experience sought.
• Choose examples with sufficient complexity, impact and degree of difficulty that will allow you to illustrate to what extent and depth you have shown the behaviours expected for each qualification.
• Focus on what you did. In referring to an experience achieved in the context of a team, set your role apart from the role(s) of others.
• Please describe the achievements in the past tense. This will help to ensure that you are providing concrete examples, rather than making general statements (e.g. instead of saying “I work well within a team….” you can say “I worked well with a team when….”).
• Use action verbs when describing your experience i.e. lead, managed, organized, planned, prepared, informed, determined, etc.
• Provide all examples in sentence format.
• Each example must include when the example took place, background of each situation, what you did, how you did it, what your role was in the situation, and what was the outcome.

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.

Candidates must provide two (2) work-related references, one of which must be your current supervisor, team leader, or manager.

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 possess and demonstrate:

. strong communication talents
. excellent customer service skills
. thinking skills
. information-gathering and computer-keyboarding skills

This position involves prolonged exposure to the public in an open environment with minimal privacy. There is a constant exposure to noise from office equipment, the clients and co-workers. Work conditions require adapting to change, dealing with stress and dealing with potentially frustrated clients.

Intent of the process

A pool of qualified candidates will be established for positions ONLY in the following Nova Scotia locations:

1. Digby
2. Shelburne
3. Yarmouth

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

Applicants must specify the location(s) for which they are interested in their application.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A response to a text question addressing the following:

• DIAGNOSTIC INFORMATION GATHERING
  Diagnostic Information Gathering is defined as the ability to identify the information needed to clarify a
  situation, seek that information from appropriate sources, and use skilled questioning to draw out the
  information needed and it is demonstrated through the following:
  
  •Gets more complete and accurate information, by checking multiple sources
  •Identifies optimal information sources
  •Knows when to seek expertise to obtain information or to clarify a problem
  •Makes effective use of time when gathering information
  •Probes with tact and diplomacy to get the facts, when others are reluctant to provide full, detailed
  information
  •Quickly identifies the specific information needed to clarify a situation or to make a decision

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).

If applicants are screened into the process and contacted, they must be prepared to provide proof of education upon request. Failure to provide the information when requested will result in rejection of application.

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.

ABILITIES AND PERSONAL SUITABILITY:

Diagnostic Information Gathering

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

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

ABILITIES AND PERSONAL SUITABILITY:

Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Client Focus
Interpersonal Awareness
Dependability

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

EDUCATION:

Graduation with a degree from a recognized post-secondary institution.

Degree equivalency

EXPERIENCE:

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.

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 designated groups when you apply.

Information on employment equity

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

If you do not fully complete the screening questions as instructed, you will be screened out.

Communication (including invitations for assessment) for this process will be sent by email. It is the responsibility of the Applicant to ensure accurate contact information is provided and updated as required. Applicants who apply to this selection process must include an email address that accepts email from unknown users (some email systems block these types of email). Applicants are strongly encouraged to check their email on a regular basis.

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

Written test(s) will be administered.

Reference checks will be sought.

Interviews will be conducted.

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

Candidates will be required to submit their proof of education documents at the time of assessment. 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, e.g. a copy of a marriage certificate.

To be considered for a Bilingual Imperative CBC/CBC position, you must already have Second Language Evaluation results at this level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.

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 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, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.