Are you looking for a new challenge? Be our next 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

Are you known for your ability to provide excellent customer service? Are you bilingual? Do you have a positive attitude? Do you like teamwork? The position of Citizen Service Officer is for you and we want to meet you!

Duties

At the call center, the Citizen Service Officer provides the general public with information on passport services by telephone.

More specifically, you are called upon to:

- Explain Passport Program policies and procedures to the general public, travel organizations and passport applicants to help them obtain the services they require.
-Answer calls from inside or outside Canada to find out the status of their request.
-Performs verifications and research through an information system, update client files and provide information to various partners.

Training will provide you with an in-depth and up-to-date knowledge of the passport program.

Work environment

The Passport call centre is a dynamic work environment that will appeal to those who aspire to work for the federal government.

To be effective in this position, you will need to be motivated, customer and quality oriented, and enjoy learning constantly and quickly. You will need excellent communication, client service, problem solving, information gathering and computer keyboarding skills.

This position requires the use of a headset at all times. Being always on the phone, the work takes place in an environment where there is background noise and constant exposure to a computer screen. Service Canada is committed to providing a modern work environment. The workstations are equipped with furniture allowing for work to be done while sitting or standing.

Working conditions require the ability to adapt to change, manage stress and deal with a variety of clients.

Are you interested in this challenge? You could be the ideal candidate for the position of Citizen Service Officer at the Passport Call Center!

Join a great team in a dynamic environment!

Intent of the process

Following this process, a pool of qualified candidates will be created for term (contract) positions at the Gatineau call center. (Location: https://goo.gl/maps/QXJq3ADtYZr).

INSTRUCTIONS TO COMPLETE YOUR APPLICATION

No cover letter is required; however, 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. The mention "See CV" will not be accepted.

Failure to clearly substantiate how you meet the screening criteria may result in the rejection of your application.

INSTRUCTIONS:
When recording your examples, be sure to:
• Provide concrete, specific examples of actions that speak directly to the experience sought.
• 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….”).
• Provide all examples in full sentence format.
• Include the date (from (mm/yy)-to (mm/yy )), where the example took place, the context of each situation, what you did, how you did it, what your role was in the situation, and what the result was.

IMPORTANT: Your answers to the screening questions will be used to assess written communication.

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

ED1 - Secondary school diploma or employer-approved alternatives:

1. Satisfactory score on the PSC test approved as an alternative to a secondary school diploma; OR
2. An acceptable combination of education, training and/or experience.

NOTE: Degree equivalency: Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at cicic.ca.

Degree equivalency

EXPERIENCE

EX1 - Significant* experience in delivering services or programs to the general public
EX2 - Significant* experience in using various computer software for example: word processing, spreadsheets, internet navigation, and e-mail

* "Significant" refers to an experience acquired over a period of approximately six (6) months or more

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

Bilingual - Imperative (BBC/BBC)
IMPORTANT - Once the screening is complete, you may be invited to complete the Second Language Oral Proficiency Test. You may be contacted at any time during the process, based on the Public Service Commission of Canada’s availability Note that a time slot may be assigned to you on short notice.

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

COMPETENCIES

C1 - Communication (oral)
C2 - Communication (written)
C3 - Client Focus
C4 - Verification and Accuracy
C5 - Thinking skills
C6 - Diagnostic Information Gathering
C7 - Reliability

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

EXPERIENCE

AE1 - Significant experience** in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification
AE2 - Experience in working in a high-volume client service environment
AE3 - Experience in providing information or assistance regarding government offerings or programs or service requirements
AE4 - Experience in working as a call centre agent
** “Significant" refers to an experience acquired over a period of approximately twelve (12) months or more

COMPETENCIES

AC1 - Initiative
AC2 - Working with Others

ORGANIZATIONAL NEEDS

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.

OPERATIONAL REQUIREMENTS

Based on operational requirements, consent and be able to work during flexible scheduled hours or during business hours, which could be between 7:00 a.m and 8:00 p.m.

Willing and able to work overtime as required.

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

Assessments will take place during the day, evening or during weekends. Throughout the selection process, it is your responsibility to make yourself available for all testing and interview dates for which you will be invited.

Various assessment tools could be used to evaluate applicants (written tests, interview and/or references).

Please note that the assessments will only be rescheduled under exceptional circumstances with supporting evidence (e.g. medical reason with doctor’s certificate, death in the immediate family, pre-approved travel plans, religious reason, participation in an assessment for another selection at the same time). Failure to attend the assessments without good reason will be construed as a withdrawal from the appointment process.

To be able to manage the number of applicants in this selection process, our management may choose to use a top-down selection, random selection, or any other additional qualifications as outlined in the statement of merit criteria, in order to determine the number of candidates who will go through the following phase of the assessment.

Candidates from outside the federal public service must pay their travel expenses (including travel expenses for evaluation) as well as relocation expenses.

Questions regarding travel and relocation : https://www.canada.ca/en/treasury-board-secretariat/topics/travel-relocation.html

All communications will be by email. Candidates are responsible for providing accurate and up-to-date contact information. Applicants are strongly encouraged to check their email inbox on a regular basis.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.


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.