VAC OPEN HOUSE: JOB OPPORTUNITIES - Call/Contact Centre Agent

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

Navigating the Application Process
https://www.youtube.com/watch?v=0GW7P3g9hhI

OPEN HOUSE DETAILS:
To learn more about Veterans Affairs Canada's hiring process and this job opportunity, we invite you to our OPEN HOUSE event on Wednesday, November 14th, 2018 @ Heritage North, Theatre Room, 400 Government Road West, Kirkland Lake, ON from 2:00pm to 7:00pm (EST).

PLEASE NOTE: You must still submit your application online to be considered for this job opportunity. You do not need to attend the Open House to be eligible to apply.

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 (nonessential) qualifications.

It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Rather you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples. Information on your described skills, experience, etc. provided in the screening questions should be supported by your resume. Failure to provide the above information in the format required may result in your application being rejected from the process. Candidates may not be solicited for incomplete or possible missing information.

Resumes may be used as a secondary source to validate the experience and education described in the screening questions.

Please attach two recent references * on your resume.
* 2-5 years is considered recent

INSTRUCTIONS
When recording your examples, be sure you:
• 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.

Intent of the process

The intent of this process is to establish a pool of qualified candidates which could be used to staff positions with various tenures and/or various language requirements. The current intent is to staff several indeterminate and/or term positions in Kirkland Lake, Ontario.

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)

A secondary school diploma or an employer-approved combination of education, training and/or experience.

Degree equivalency

*Significant experience in providing client or customer service.

* Significant is defined as at least two (2) years of client or customer service in person or by phone.

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

Various language requirements
English Essential
French Essential
bilingual imperative CCC/CCC

Information on language requirements

Demonstrating integrity and respect.
Thinking things through.
Working effectively with others.
Showing initiative and being action-oriented.

Ability to communicate effectively in writing.
Ability to communicate effectively orally.
Ability to work under pressure.
Ability to conduct research.

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

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

Degree equivalency

Experience as a member of the Canadian Armed Force (CAF).
Experience working with clients of Veterans Affairs Canada.
Experience working in a call centre.

Be willing and able to work overtime on short notice.
Be willing and able to work Monday to Friday, with hours falling from 7:00 a.m. to 6:00 p.m.
Be willing and able to work with a headset for prolonged periods, and working in an environment that contains background noise and constant exposure to a computer screen.

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

*Bilingual positions require an advanced working knowledge of the 2nd Official Language. For more information, please consult the Public Service Commission Website: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html.

Note for salary: For appointments from outside the Public Service, there is a possibility of appointing above the minimum salary.

It is your responsibility to ensure that your email and contact information are maintained with the hiring board. All communication for this process will be sent by email and it is your responsibility to verify your messages regularly.

Education and/or Experience factors in the asset qualifications may be used for screening. Applicants should clearly demonstrate on their application if they meet any of the education and/or experience asset qualifications. Failure to do so may result in the rejection of your application.

One or more asset qualifications may be used during the screening to manage the volume of applications. Candidates will be asked to provide proof of their education credentials, and proof of citizenship at a later date.

An interview and/or written exam may be administered.

Reference checks will be sought. The Assessment Committee reserves the right to contact references other than those provided by the candidates (within the Public Service only) in order to adequately assess the candidates.

PLEASE NOTE: All information must be provided through the “apply online” application process. Do not fax, mail, email or drop-off a hard copy application as these will not be accepted. To apply in an alternate format due to disability, you must contact the email address indicated in the "Contact information" section below PRIOR to the Closing Date.

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.