Citizen Services Officer/Passport 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

Responds to questions from clients on programs and services and provides value added information, advice and guidance on program and service requirements.

May travel for training.

May travel to offer regular or occasional outreach to remote locations.

Conducts fact-finding with clients, assesses and decides on which service offerings and/or information to provide. May determine the need for more in-depth review by program/service specialists.

Verifies and authenticates client identity and/or supporting documentation.

Receives and processes requests from clients to change information or apply for services; 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 and its partners.

Selected candidates will be required to successfully complete a 3-week full-time (37.5 hours per week) training course (travel may be required) and a structured 10-week apprenticeship program in order to qualify for continued employment.

Work environment

The work environment will be attractive to people who are:
- highly motivated
- quick learners
- quality-oriented
- customer-focused
- able to thrive in a fast-paced, high-volume environment

We are looking for candidates who possesses and demonstrate:
- strong communication talents
- excellent customer service skills
- thinking skills
- information-gathering and computer-keyboarding skills

Intent of the process

A pool of qualified candidates may be established and may be used to staff similar positions with various tenures within Employment and Social Development Canada in the Western Canada and Territories region.

*Please be advised that if you were found qualified in the 2018-CSD-EA-SASK-12138 process, you may request to have your assessment results transferred to this process. Please note that If you choose to be assessed again for this process, the final results will be used for this process. If you are found not qualified, you will not be able to transfer your previous results. Please advise the Selection Board of your decision on your cover letter. We will verify your status in process 2018-CSD-EA-SASK-12138.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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:

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*

*This experience is defined as experience normally gained through 12 months of continuous work

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

Various language requirements
English Essential
Bilingual Imperative – Level: 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:

Experience in working in a high-volume client service environment


Experience in delivering presentations to various stakeholders or groups of individuals

Conditions of employment

Various Security Clearances:

Citizen Services Officer
- Reliability Status

Passport Officer
- Reliability Status
- Secret security clearance

Note: Upon successful completion of the apprenticeship program, candidates will require Secret security clearance in alignment with duties requiring access to Secret designated areas and/or materials

Other Conditions of Employment:

Citizen Services Officer
- Willing and able to travel for training purposes
- Willing and able to work overtime as required
- Willing to travel within the British Columbia Service Area to alternate service locations

Passport Officer
- Willing and able to travel for training purposes
- Willing and able to work variable hours, including working weekends and/or shift work and/or overtime, and/or part-time or full time hours based on operational requirements

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

To be considered for a Bilingual Imperative CBC/CBC position, you must already have Second Language Evaluation results at this level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.

Successful candidates who are already employed with the Federal Public Service will be on assignment-secondment (approval from current manager is required) to the position while completing the Passport Officer Training Course and Qualifying Period. After successful completion of the training and Qualifying Period, of respectively 3 weeks and 50 working days, candidates will be deployed to the to the Passport Officer position in the Kelowna Passport Office, with no changes to their respective tenure/period of employment. Candidates who do not successfully complete the training and Qualifying Period will return to their substantive position.

Successful candidates from outside the public service will be on probation for the duration of the term (should the term be 12 months or less) and will need to successfully compete a Training Course and a Qualifying Period of respectively 3 weeks and 50 working days to remain in the position.

EDUCATION:
You must clearly indicate your education level. Proof of education will be requested at the assessment stage of this process.

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

OTHER INFORMATION TO BE PROVIDED:
Candidates are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate on their application their preferred official language for each of the following: a) written correspondence, b) written assessment, and c) oral assessment.

Candidates will be contacted by email and 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). Candidates are strongly encouraged to check their email on a regular basis. It is your responsibility entirely to inform us at all times of any changes regarding your contact information.

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

A variety of assessment tools will be used. You will be advised of these tools at each assessment phase of this process.

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

Failure to attend assessments as scheduled may result in the rejection of your candidacy.

Applicants are encouraged to apply ONLY if they are willing and able to work in or relocate to these locations.

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

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

Reference checks may be sought.

An interview may be administered.

A test may be administered.

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

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.