Intake 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

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.

It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Rather you must clearly demonstrate HOW, WHEN, and WHERE the qualification was met through substantiation by examples. Information on your described skills, experience, etc. provided in the screening questions should be supported by your resume. Failure to provide the above information in the format required may result in your application being rejected from the process.

Candidates may not be solicited for incomplete or possible missing information.

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

INSTRUCTIONS
When recording your examples, be sure you:
• 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.

All information must be provided through the “apply online” application process. Do not fax, mail, email or drop-off a hard copy application as these will not be accepted. To apply in an alternate format due to disability, you must contact the email address indicated in the "Contact information" section below PRIOR to the Closing Date.

Duties

As Intake Officer you will be the first point of contact with clients via telephone, online forms or email. You will provide information, make referrals or be involved in the resolution of complaints through liaising with Veterans Affairs Canada (VAC);and conduct preliminary analysis and processing of first-level complaints

The position also requires you to effectively manage a high volume of work which may involve having difficult and challenging conversations, using effective communication skills and treating clients in a professional manner.

For additional information on the organization, please visit www.ombudsman-veterans.gc.ca

Work environment

The Office of the Veterans Ombudsman (OVO) provides an independent and impartial review of complaints and issues related to programs and services delivered by the Veterans Affairs Portfolio and upholds the Veterans Bill of Rights.

Mission:
To be an agent of positive change for fairness for Veterans and their families

Vision:
Fair and respectful treatment of Veterans and their families

On behalf of OVO, we work to ensure that veterans and their families are treated fairly and have access to the programs and services that contribute to their wellbeing.

We also study and recommend ways to make these programs better.

We understand the importance of finding a mutual fit and this includes the right working environment. We work in an open office setting, contacting clients virtually from workstations while maintaining a strong client focus.

Intent of the process

This process will serve to create a group of qualified candidates which may be used to staff similar positions with various language requirements and tenures.

Positions to be filled: 1

Information you must provide

Your résumé.

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

Education:
ED 1 - A secondary school diploma or a satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma (GIT-320).

Degree equivalency

Experience:
EX 1 - Experience writing documents such as letters, reports or summaries.
EX 2 - Experience in information gathering from various sources to obtain relevant facts of an issue or situation.
EX 3 - Experience in responding to inquiries from internal or external clients, or the general public involving providing an explanation or clarification by telephone, in-person, or in writing.
EX 4 - Experience working cooperatively with members of a team towards the achievement of a common project or work-related goal.
EX 5 - Experience in using office software (e.g., MS Office Suite and Windows).

Competencies:
C1. Ability to communicate effectively orally
C2. Ability to communicate effectively in writing*
C3. Effective Interpersonal relationships
C4. Organizational skills*
C5. Client Focus
C6. Judgement
C7. Ability to Understand and Follow Written Directions
C8. Ability to Obtain Relevant Information *

*These competencies will be assessed by the answers you provide in the online application. Your answers will need to be validated by a professional reference.

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

Various language requirements
English Essential
Bilingual Imperative CCC/CCC

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

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

Asset Education:
AQ 1 - A degree from a recognized post secondary institution.
AQ 2 - Successful completion of two (2) years post-secondary education from a recognized educational institution (e.g. community college, CEGEP, university

Asset Experience:
AQ 3 - Experience in interpreting and/or applying legislation, regulations, policy and procedures with respect to federal, provincial or municipal government programs and services.
AQ 4 - Experience using a file tracking system, customer relationship management system, or database (e.g., Client Service Delivery Network, Microsoft Access, Microsoft Dynamics 365, Oracle, etc.).
AQ 5 - Experience as a member of the Canadian Forces

Degree equivalency

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:
- Willingness to work overtime with short notice may be required.
- Willingness to travel for operational purposes may be required.

Conditions of employment

Reliability Status security clearance

Willingness to work Monday to Friday from 8:30 AM to 4:30 PM (AST)

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

It is your responsibility to ensure that your email and contact information are maintained with the hiring board.

All communication for this process will be sent by email and it is your responsibility to verify your messages regularly.

Education and/or Experience factors in the asset qualifications may be used for screening. Applicants should clearly demonstrate on their application if they meet any of the education and/or experience asset qualifications. Failure to do so may result in the rejection of your application.

One or more asset qualifications may be used during the screening to manage the volume of applications.

The hiring board reserves the right to use any volume management tool(s) to allow them to effectively and efficiently deal with the number of applicants in the appointment process and may be factor(s) used to identify a candidate for an appointment.

You must provide proof of your education credentials and proof of citizenship. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information please click on “Degree Equivalency” in the Education section above.

An interview and/or written exam may be administered.

Reference checks may be sought. The Assessment Committee reserves the right to contact references other than those provided by the candidates (within the Public Service only) in order to adequately assess the candidates.

Indeterminate employees of the Public Service at the same group and level or equivalent may be considered for assignment, deployment or secondment opportunities before other candidates.

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

Official language proficiency: due to its unique character, this essential qualification could be assessed and required solely upon appointment. It is therefore the candidate’s responsibility to inform the person in charge of the selection process if he/she obtains the linguistic requirements after the pool has been established. Also, a person who initially failed linguistic testing could be introduced into the pool of qualified candidates during the pool’s validity period if he/she is assessed again through another selection process or following linguistic training.

It is the responsibility of the candidate to notify the Departmental contact of any preapproved leave throughout the duration of the process in order to facilitate scheduling of evaluations. One (1) alternate date will be possible only if requested for the following reasons: 1) Medical reasons with doctor’s certificate 2) Death in your immediate family 3) Confirmation of pre-approved travel plans or training plans (made before the advertisement posting date) 4) Religious reasons or another reason that is considered reasonable by the assessment committee.

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.