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

All communication relating to this process including e-mail correspondence may be used in the assessment of qualifications.

Only on-line applications are accepted. Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement.

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.

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.

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

Please note that Written Communication is defined as: The ability to prepare written material in a clear and concise manner. We will be looking for the candidate to demonstrate the ability to:
• Express complex ideas in a clear and succinct manner
• Format material in a manner that provides optimal impact
• Organize ideas effectively
• Use an appropriate business style
• Use correct spelling, grammar and punctuation in written documents
• Use language, concepts and ideas appropriate to the intended audience.

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.

Duties

Receives, determines the needs and responds to questions from clients on service
offerings and other government services and provides value added information,
advice and guidance on program and service requirements.
May travel to offer regular or occasional outreach to closed or isolated remote
locations or between offices in the service area to support service delivery.
Offers group information sessions to citizens on service offerings and other government services, including in collaboration with internal and external partners.
Conducts fact-finding with clients, assesses and decides on which service offerings
and/or information to provide, including other federal, provincial, municipal
governments and other community organization services/benefits. Resolves client
issues, where possible, at first point of contact. Determines the need for more indepth
interventions concerning eligibility and entitlement to benefits, and conducts
referrals to program/service specialists as required.
Provides guidance on the use of the Department’s navigation and self-service tools;
asks and responds to common questions on the capability of various service
channels; provides assistance with electronic exchanges; and promotes and
encourages citizens to access and use these electronic service channels.
Examines, verifies and authenticates client identity and/or supporting documentation;
receives and processes fees for service and other payments; and processes and
generates certificates, permits and similar documents for other service offerings
within established guidelines.
Receives and processes requests from clients to change information; clarifies
discrepancies; and amends the database(s) or refers information to partners
accordingly.
Receives, screens and forwards applications and supporting documentation on
behalf of the Department; explains where and how the client can follow-up on the
status of their requests.
Identifies potential fraudulent information/activity and refers to appropriate unit for
investigation.
Administers oaths, and takes and receives affidavits, declarations and affirmations.

Intent of the process

The intent of this process is to establish a pool of candidates for staffing in Edmundston, (New Brunswick) and Grand Falls (New Brunswick) ONLY.

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.

Contact information for 2 references.

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).

NOTE:
-A Secondary School Diploma refers to a High School Diploma.
-Equivalencies granted by provincial and territorial authorities (e.g. - General Education Development (GED), Adult Basic Education (ABE) which is a secondary school equivalent), will be accepted.
-A degree from a recognized* post-secondary institution will be accepted in lieu of a Secondary School Diploma.
*A recognized post-secondary institution includes those categorized as “recognized” as well as “authorized” by the Canadian Information Centre for International Credentials (CICIC).
-The PSC Test approved as an alternative to a secondary school diploma is the Public Service Commission’s General Intelligence Test 320 (GIT-320)
-The acceptable combination will be evaluated by considering the highest level of education achieved and the depth and breadth of training and/or experience accumulated in customer service and/or in an office setting.

•PROOF OF YOUR EDUCATION CREDENTIALS AND, IF APPLICABLE, PROOF OF NAME CHANGE DOCUMENT(S) WILL BE VALIDATED AT A LATER DATE. PLEASE ENSURE YOU HAVE THE ORIGINAL COPY OF THESE DOCUMENTS READILY AVAILABLE AS PROOF OF YOUR EDUCATION CREDENTIALS.

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:
Communication (written)
Thinking Skills
Client Focus

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

Bilingual - Imperative (CBC/CBC)

Information on language requirements

ABILITIES AND PERSONAL SUITABILITY:
Communication (oral)
Diagnostic Information Gathering
Verification and Accuracy
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 insitution

Degree equivalency

EXPERIENCE:
Experience in working in a high-volume client service environment

Experience in delivering presentations to various stakeholders or groups of individuals

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.

Willing to travel to small remote communities.

Willing and able to travel for extended periods for the purpose of training.

Conditions of employment

Reliability Status security clearance

Willing and able to travel for training purposes

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

WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE
PROCESS.

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

A variety of assessment tools will be used - written exam, interview and reference
check.

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

Top-down selection may be applied; a cut-off score may be established after all
scores are received.

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.

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

Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

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 email 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 entire responsibility to inform us at all times of any changes
regarding your contact information.

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.

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.