PM-01 – Citizen Services Officer or Passport Officer- INVENTORY

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

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

HOW DOES AN INVENTORY WORK & HOW CAN I BE SUCCESSFUL?

An inventory is a selection process that is available to be used by various hiring managers to fill current and future needs. When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies.

Your application in this inventory will be active for 180 days. A notice that your application is about to expire will be posted to the “My jobs” menu of your account 21 days before the end of your active period.

To be successful in this process, you must:

1. Read the job advertisement in full! Important information on the process and our requirements have been provided to help you succeed.

2. ONLY SELECT THE WORK LOCATION(S) WHERE YOU ARE TRULY WILLING TO WORK.

3. Answer the screening and text questions honestly and thoroughly. Be sure to read the instructions before responding.

4. When answering the screening questions, each example must include the DATE(S) (FROM-TO) the example took place, the context of each situation, what you did, how you did it, what your role was in the situation, and what the result was. Provide CONCRETE, SPECIFIC EXAMPLES of actions that speak directly to the experience sought in the screening questions.

5. Your answers to the questions should not refer us to your résumé. Your résumé may only be used as a source of validation of the information provided.

6. Provide accurate contact information (email and phone) in your application.

Still have questions? Additional information can be found in the Frequently Asked Questions section under 'Other Information'.

This advertisement is for multiple locations. Please ONLY apply for the work locations you are willing and able to work from. Qualified candidates that are selected for a specific location will be offered a position in that location ONLY. Please be aware that once qualified, candidates that decline offers twice will be eliminated from the pool of qualified candidates. Only under exceptional circumstances as determined by the selection board will other locations be considered for employment.

The work week for positions in the Brampton and Whitby locations can also include Saturdays.

The Government of Canada is committed to building a skilled workforce that is representative of Canada's diversity, which includes the recruitment of Canadian Veterans and released Canadian Armed Forces personnel.

We encourage applicants to identify any skills, competencies and/or experiences they acquired through a career with the Canadian Armed Forces. https://www.canada.ca/en/public-service-commission/jobs/services/public-service-jobs/canadian-armed-forces-members-veterans.html

It is important to review this advertisement thoroughly prior to submitting your application. This includes the "Other information" section at the end.

Work environment

Citizen Services Officers are the primary gateway of Service Canada, enabling in-person access to the Government of Canada’s wide range of services and benefits. They work with clients to provide guidance and access to federal programs and services which support Canadians, facilitating first point of contact resolution.

Passport Officers are the front line of Canada’s Passport Program, providing information about passport services and other related topics to the general public. They examine, verify and accept or reject passport applications.

To excel in this position you must be:
. highly motivated,
. a quick learner,
. quality oriented,
. customer focused,
. able to thrive in a fast paced, high volume environment.

We are looking for candidates who possess and demonstrate:
. strong communication skills,
. excellent customer service skills,
. problem-solving skills,
. information-gathering and computer-keyboarding skills.

This position may require working in an environment that contains background noise and constant exposure to a computer screen.

Work conditions require adapting to change, dealing with stress, and dealing with frustrated clients.

Intent of the process

Pools of fully and/or partially qualified candidates will be created to staff full-time and part-time positions for a specified period (term), indeterminate, seasonal or casual basis with various language requirements. This staffing process may be used to staff similar positions within Service Canada, Ontario Region.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

Respond to screening questions with CONCRETE, SPECIFIC EXAMPLES of actions that speak directly to the experience sought. Examples must include the DATE(S) (FROM-TO) the example took place, the context of each situation, what you did, how you did it, what your role was in the situation, and what the result was.

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

EDUCATION:
A secondary school diploma or a satisfactory score on the General Intelligence Test 320 (the PSC test approved as an alternative to a secondary school diploma).

NOTE:
1. If applicants are screened into the process and contacted, they must be prepared to provide proof of education upon request. Candidates with foreign credentials are required to provide proof of Canadian equivalency. Please consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

2. Failure to provide proof of education and/or Canadian equivalency will result in rejection of application.

Degree equivalency

EXPERIENCE:
(1) Recent* and significant** experience in using technology (e.g. e-mail, Internet and word processing).
(2) 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 consecutive months.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

EXPERIENCE:
1) Recent* and significant** experience working in a high-volume client service environment
(2) Recent* and significant** experience in working with client segments including any of the following: Aboriginal people, youth, seniors, newcomers, persons with disabilities

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

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

Various language requirements
English Essential
Bilingual — Imperative (CBC/CBC)

Information on language requirements

ABILITIES/COMPETENCIES/PERSONAL SUITABILITY:
Communication (oral)
Communication (written)
Client Focus
Verification and Accuracy
Thinking Skills
Diagnostic Information Gathering
Dependability
Working with Others

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

ORGANIZATIONAL NEEDS
Employment and Social Development Canada is committed to employment equity (EE). In order to achieve a representative workforce, selection may be based on qualified candidates self-declaring as being a member of one or more of the following EE groups: Aboriginal peoples, persons with disabilities, women and visible minorities.

OPERATIONAL REQUIREMENTS
(1) Willing and able to work overtime as required.
(2) Willing and able to work outside core hours, including evenings and weekends, as per operational requirements.
(3) Willing and able to travel within the service area, as per operational requirements (may require overnight accommodation).
(4) Willing and able to work scheduled shifts and weekends, as required.

Conditions of employment

Reliability Status security clearance - Security Check (Reliability) will also be conducted as part of this process which may include fingerprints and credit check.

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

FREQUENTLY ASKED QUESTIONS (FAQ)

1. Can I send my application to the email address provided on the job advertisement?
A: No, all applications must be submitted online through the Public Service Resourcing System. Applications submitted by email will not be accepted or considered.

2. What happens if I experience any technical issues with the GC Jobs website?
A: Should you experience any technical issues with the GC Jobs website, please contact 1-888-780-4444.

3. What happens if I have a disability that prevents me from applying online?
A: Persons with disabilities preventing them from applying online are asked to contact 1-800-645-5605.

4. Do I need to complete screening questions in my applications or is my resume sufficient?
A: Yes, you must complete the Screening Questions section of the application for the essential qualifications and if applicable, for the assets qualifications. Failure to complete the questions or to provide concrete examples that illustrate how you meet the qualifications will result in your application being rejected. (Please refer back to HOW DOES AN INVENTORY WORK & HOW CAN I BE SUCCESSFUL?)

5. Why is it important that I only select the locations to which I am willing and able to work and/or relocate?
A: Qualified candidates that are selected for a specific location will be offered a position in that location ONLY. Please be aware that once qualified, candidates that decline offers TWICE will be eliminated from the pool of qualified candidates.

6. What happens if my contact information changes?
A: It is the candidate's responsibility to keep their personal and contact information up to date, as well as any other information relevant to their application. Please ensure that the email address provided is valid, functional at all times and accepts messages from unknown users. Please ensure the information in your Public Service Resourcing System (PSRS) applicant account remains current.

7. What happens if my application is expired?
A: Your application to this inventory will be active for 180 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 21 days before the end of this 180 day period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

8. Why was my application automatically “screened-out“ when I submitted it?
A: In order to be “included in the inventory“ you must meet all the essential qualifications when submitting your application. Should you receive a "screened-out" message immediately after submitting your application, you have likely responded 'No' to a screening question assessing an essential qualification. If you incorrectly responded 'No' to a qualification you do in fact possess, simply retrieve your application and update your response to the screening question.

9. What does it mean to be “included in inventory“?
A: When submitting your application, your status may be: Results available: included in inventory. This system-generated message that refers only to your application having been successfully submitted to the inventory.

10. What does it mean when I receive a notification from PSRS stating that I have been screened-out/permanently eliminated from an inventory?
A: The Human Resources Team may remove your name from the PSRS for volume-management purposes and you may receive a notification stating that you have been screened-out.
Your name may be removed permanently from the PSRS for one of the following reasons:
- You have been found qualified and do not need to undergo any of the assessments again.
- You have been exposed to the evaluation tools and have failed to meet the essential qualifications. Therefore, your application will no longer be considered as part of the selection process.

11. What is random selection?
A: Random selection is a strategy that is sometimes used to manage applicant volume. At any point during the appointment process, the selection board can blindly identify a sub-sample of applicants using criteria identified by the hiring organization.

12. How is this sub-sample of applicants determined?
A: To determine the sub-sample of applicants, the hiring organization identifies the following:
- criteria that candidates must meet; and
- the number of candidates to be selected.
With the assistance of PSRS, candidates who meet these criteria are identified and the sub-sample is randomly selected from that group.

13. What is top down selection?
A: Ranking and retaining a certain number of applicants for further assessments (highest to lowest) once an assessment has been administered.

14. Can I be assessed more than once for this inventory?
A: No, if you were referred from the inventory for assessment and you were unsuccessful, your candidacy will not be given any further consideration for the duration of this process.

15.Will my travel expenses be covered if I am required to travel to participate in this selection process?
A: No, applicants (including employees of the Federal Public Service) will not be considered to be on travel status or on government business and travel costs will not be reimbursed. Consequently, applicants will be responsible for travel costs.

16. Do I need to meet both Essential qualifications and Asset qualifications to be appointed to a position?
A: Applicants must meet each essential qualification to be appointed to a position.
Applicants may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.
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.

17. How will I be assessed in this process?
A: Assessment will occur on an ongoing basis and may take place during the day, evening or weekends.
- A variety of assessment tools may be used (written examination, interview in person, by telephone or by videoconference and/or reference checks).
- A random selection and/or top down selection may be used at any point during the assessment process.
- At the time of assessment, proof of Canadian Citizenship and two work references will be required. A security check may also be administered during assessment.
- We will also ask you to submit a proof of your education

TO NOTE:
• All communication relating to this process, including email correspondence, may be used in the assessment of qualifications.

Applications are only accepted through (PSRS). Any unsolicited emails with expression of interest or resumes submitted directly to the contact information email address, will not be replied to or taken into consideration.

To submit an application on-line, please click on the button "Apply Online". Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

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.