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

The hiring organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please select the button “Apply Online” below. Persons requiring accommodation 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 essential education and experience qualifications and other (non-essential) 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 identify WHEN and WHERE the qualification was attained and substantiate HOW you meet the qualification by using concrete examples. Information you provide 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 will not be solicited for incomplete or possible missing information nor will it be accepted after the closing date.

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 possesses 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 candidates will be established and may be used to staff similar positions with various tenures and linguistic profiles, in the area of selection.

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)

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 delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification

-Experience in using technology (e.g. e-mail, Internet and word processing)

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

English essential

Information on language requirements

ABILITIES AND PERSONAL SUITABILITY::

-Communication (oral)
-Communication (written)
-Diagnostic Information Gathering
-Thinking Skills
-Verification and Accuracy
-Interpersonal Awareness
-Client Focus
-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 providing information or assistance regarding government offerings or programs or service requirements

-Experience in working in a high-volume client service environment.

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.

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

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

Acknowledgment of receipt of applications will not be sent. We will only contact those candidates screened into the process.

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) may be administered.

Reference checks will be sought.

Interviews will be conducted.

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.

Management may choose one or more Asset Qualifications at the screening stage.

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

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.