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

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 Citizen Services Officer and other community organization services/benefits. Resolves client issues, where possible, at first point of contact.

Determines the need for more in-depth 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

Create a pool of qualified candidates to staff Citizen Services Officer positions exclusively for the Service Canada Centers in Gaspé, Chandler and New Richmond for a specied period or indeterminate period, full time or part time.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 1,000 words (maximum) "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."

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).

Degree equivalency

EXPERIENCE

Recent* and significant** experience in using technology (e.g. e-mail, Internet and word processing).

Recent* and significant** experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

*Recent experience is defined as within the last 3 years.
**Significant experience is defined as a duration of 6 months.

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

Various language requirements
French Essential
Bilingual imperative 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 providing information or assistance regarding government offerings or programs or service requirements.

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

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

*Recent experience is defined as within the last 3 years.
**Significant experience is defined as a duration of 6 months.

ORGANIZATIONAL NEEDS

In order to achieve a representative workforce, selection could be limited to qualified candidates who voluntarily indicated on their application that they are a member of one of the following groups:

• a member of a visible minority group
• an aboriginal person
• a person with a disability
• a woman

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

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.

Conditions of employment

Reliability Status security clearance

Tests

PSEE - Test of Reasoning UIT

Applicants must complete the Public Service Entrance Exam: Test of Reasoning Unsupervised Internet Test (UIT) as part of the screening for this selection process. This test assesses reasoning and problem solving ability. You will have 90 minutes to complete the test. You must complete the test before you submit your application for this position.

For more information, please consult: Public Service Entrance Exam - Test of Reasoning Unsupervised Internet Test

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

You must clearly indicate in writing and giving concrete examples, how you meet each essential qualification in the Experience category; failure to do so may result in your application being rejected.

Applicants are encouraged to identify ONLY the positions they are interested in. By expressing an interest in a position in a particular location, the applicant acknowledges the requirement for relocation (where applicable).

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

We will contact candidates via email for screening and assessment purposes (including the issuing of screening results and the sending of invitations for tests and interviews). 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). It is your responsibility entirely to inform us at all times of any changes regarding your contact information. The following e-mail address will be used to communicate with the candidates:

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.

Candidates from outside the federal public service will be required to pay for their own travel expenses (including travel for assessment).

Please note you will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, you will be responsible for travel costs.

Candidates must meet the essential qualifications to be appointed to a position.

Candidates may be required to meet the Asset Qualifications or the Organizational Needs qualifications depending on the requirements of the specific position to be filled.

To submit an application online, please click on the button "Apply online" below.

Persons with disabilities who cannot apply online should contact us at 1-800-645-5605.

For all other additional information, please send an email to:

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.