Citizen Services Officer/Passport 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

Duties

The work environment will be attractive to people who are:
• highly motivated
• customer focused
• quick learners
• quality-oriented
• 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

This position involves prolonged exposure to the public in an open environment with minimal privacy. There is 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

To attract individuals who want to help Canadians through Life’s Big Moments.

This process will only be used to staff positions in the locations listed. You are encouraged to apply only if you are willing and able to work in or relocate to the specified location.

NOTE: Temporary and/or permanent part-time or full-time positions.

A pool may be established from this process and may be used to fill similar positions within the Department of Employment and Social Development Canada at the locations indicated.

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)

You must clearly indicate your education level. Proof of education will be requested at the assessment stage of this process.

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

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

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

Various language requirements
English Essential
Bilingual Imperative – Level: 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
• 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:

Recent and significant experience in working in a high-volume client service environment

Recent and significant experience in working with client segments including any of the following: Aboriginal people, youth, seniors, newcomers, persons with disabilities

Abilities:

Ability to accurately enter data

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:

Citizen Services Officer
• 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 overtime as required
• Willing to travel to small remote communities

Passport Officer
• 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 and able to work scheduled shifts and weekends, as required
• May be required to work Saturdays

Conditions of employment

Various Security Clearances:

Citizen Services Officer
• Reliability Status

Passport Officer
• Reliability Status
• Secret security clearance

Note: Upon successful completion of the apprenticeship program, candidates will require Secret security clearance in alignment with duties requiring access to Secret designated areas and/or materials

Other Conditions of Employment:

Citizen Services Officer
• Willing and able to travel for training purposes
• Willing and able to work overtime, as required
• Willing to travel within the Winnipeg and Southeast Manitoba Service Area to alternate service locations
• Required to provide outreach services to remote sites within Winnipeg and Southeast Manitoba Service Area

Passport Officer
• Willing and able to travel for training purposes
• Willing and able to work variable hours, including working weekends and/or shift work and/or overtime, and/or part-time or full time hours based on operational requirements
• Willing and able to work overtime, as required
• Willing to travel within the Winnipeg and Southeast Manitoba Service Area to alternate service locations
• Required to provide outreach services to remote sites within Winnipeg and Southeast Manitoba Service Area
• Work on an on-call basis for weekend duty

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

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.

Complete the screening questions on the Public Service Resourcing System application website.

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

ACKNOWLEDGEMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

Resumes will be used as a secondary source to validate the experience and examples stated in the screening questions.

Candidates will be contacted by email and it is imperative that you provide a current email address that accepts e-mail from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is your responsibility entirely to inform us at all times of any changes regarding your contact information.

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

A variety of assessment tools will be used. You will be advised of these tools at each assessment phase of this process. Testing/Interviews will be conducted at the location of the employer’s choice .

If you have a disability that requires accommodation during the selection process, please indicate this on your application and/or resume.

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

Please note that candidates (including employees of the Public Service ) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.

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.