Public Enquiries Assistant

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

We encourage applicants to submit their applications on-line.

Should you be unable to apply on-line or you are unable to access Jobs.gc.ca for any reason, please submit your application, quoting the Selection Process Number, to the application contact listed on the poster on or before the closing date.

PRESCREENING QUESTIONS:

You must answer the prescreening questions so that your application is considered. Your application must clearly describe how you meet the qualifications. The résumé is used as a secondary source to validate the experience described in the answers to the prescreening questions. Failure to answer questions as directed may result in the rejection of your application for this process.

Intent of the process

THIS PROCESS IS TO STAFF POSITION(S) LOCATED IN CHIEF FINANCE, RESULTS AND DELIVERY OFFICER SECTOR at Crown-Indigenous Relations and Northern Affairs Canada and Indigenous Services Canada.

Positions to be filled: 2

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

EDUCATION:

Successful completion of two years of a post-secondary school program with acceptable specialization in social science, statistics, library/archival work or a law-related field.

Notes:

1. An indeterminate incumbent of a former SI position who became an EC on June 22, 2009, who does not possess the minimum level of education as indicated in Part B above, is deemed to meet this minimum educational standard based on his/her education, training and/or experience. He/she must be accepted as having met the minimum educational standard for appointment or deployment to Part B EC positions. This note also applies to a person appointed or deployed for an indeterminate period to a Part B EC position after that date as the result of a staffing transaction started before June 22, 2009.

2. At the manager's discretion, an acceptable combination of education, training and/or experience that is comparable to the minimum education stated above, may serve as an alternative. Whenever the minimum educational standard is met through an alternative, it is met only for the position being staffed, and a candidate must be re-assessed for future appointments and deployments if the manager has asked for this alternative.

3. "Social science" includes economics, political science, sociology, anthropology, history, psychology, geography, criminology, and other disciplines associated with social science. "Library/archival work" includes gallery and museum functions.

4. It is the recognized educational institution (e.g. community college, CÉGEP or university) that determines whether the courses taken by a candidate correspond to two years of a post-secondary program at that institution.

Degree equivalency

EXPERIENCE:

Recent* and significant** experience in responding to enquiries and providing guidance in person, in writing or on the phone to internal and external clients.

DEFINITIONS:

*Recent experience is defined as within the past three (3) years.

**Significant experience is normally acquired through six (6) continuous months of work.

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

KNOWLEDGE:

Knowledge of best practices common to call centres.

Knowledge of customer service practices to provide services to a wide range of clients in a multicultural environment.

ABILITIES:

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to follow procedures and policies.

Ability to set priorities and handle multiple demands.

PERSONAL SUITABILITY:

Reliability.

Teamwork.

Initiative.

Client focus.

Judgement.

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

ASSET QUALIFICATIONS:

Experience using Microsoft applications (Word, PowerPoint, Excel or Outlook).

Experience in researching and analyzing information.

Experience in developing options or recommendations.

Experience in providing customer services. (This could include, but is not limited to: answering telephone calls, providing assistance to customers, serving the public, etc.).

Experience in providing services to or working with First Nations, Inuit or Métis.

ORGANIZATIONAL NEEDS:

Crown-Indigenous Relations and Northern Affairs Canada is committed to having a skilled and diversified workforce representative of the population we serve. In support of our strategy to achieve our employment equity goals, selection may be limited to candidates self-identifying as belonging to one of the following Employment Equity groups: Indigenous Peoples, Women, a member of a visible minority, and Persons with Disabilities.

OPERATIONAL REQUIREMENTS:

Willing and able to lift and displace boxes of publications (upwards of 9 kilograms).

Conditions of employment

Willing and able to do shift work*.

Willing and able to do overtime on short notice.**

Willing and able to work on one statutory holiday.***

Willing and able to report and work, when required, to one of the department’s business resumption centres.****

*SHIFT WORK:

The position requires the incumbent to do shift work. The Centre provides service from 7:30 a.m. to 8:00 p.m. EST. The incumbent will be required to work a schedule of rotating shifts: week one being 7:30 a.m. to 3:30 p.m. EST or 8:00 a.m. to 4:00 p.m. EST; week two being 9:00 a.m. to 5:00 p.m. EST; week three being 10:00 a.m. to 6:00 p.m. EST; week four being 12 noon to 8:00 p.m. EST. When working the 12:00 noon to 8:00 p.m. shift, the incumbent will be required to work alone in the building without supervision for the last two hours of their shift (from 6:00 p.m. to 8:00 p.m. EST).

**OVERTIME:

The incumbent may be asked to work overtime on short notice, from time to time. The incumbent will be compensated for overtime as specified in his/her collective agreement.

***WORK ON ONE STATUTORY HOLIDAY:

The Department’s offices in Gatineau, Quebec, are closed for the St-Jean-Baptiste holiday on June 24th. While the incumbent will work in the Gatineau office, he/she will be required to work on this statutory holiday, since it is a holiday in Quebec only, and the Contact Centre provides public enquiries services across the country. Should June 24th fall on a Saturday or Sunday, the following business day will be the statutory holiday and the incumbent will be required to work on that day. The incumbent will be compensated for work on this statutory holiday as specified in his/her collective agreement.

****EMERGENCY SERVICE:

The Contact Centre provides an important service which has been included in the Department’s business resumption plan. This plan will be implemented if the Department’s main Gatineau office needs to be evacuated, or if the region is impacted by special situations, such as a power failure or major storm. If the Department’s main Gatineau office is closed, the incumbent may be asked to report to one of the Department’s business resumption centres, and to work from there.

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

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by e-mail for screening/assessment purposes (including issuing screening results, and sending invitations for written tests and interviews). It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email).

Asset qualifications may be used at the screening stage or any stage during the process.

Candidates at level may be considered for deployment opportunities at any stage of the assessment process, and may not be required to undergo the same assessment process as candidates applying for promotional opportunities.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

You must provide proof of your education credentials.

Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

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.