Program Officer Openings:Come join a dynamic team to serve Canadian job seekers and employers!

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

Be prepared to participate in a simplified and expedited process!

We ask for your collaboration to ensure an efficient process but we will also try to provide some flexibility to candidates. Please note that when possible, testing may be administered during the day, evenings and/or weekends at your convenience. We will not consider requests for rescheduling beyond the reasons we will outline to candidates. Candidates who do not respond to inquiries from the assessment committee by the required deadlines or fail to attend/complete the assessment without good reason will be eliminated from further consideration.

Duties

Job Summary/Duties

→Client Service (Phone and Email Inquiries)
Provide quality client service with professionalism, courteous, judgment and accuracy when interacting with employers.

→Client account maintenance and processing
To apply internal validation processes using sound reasoning and good decision-making to ensure users, employer files, job postings and emails are compliant with Job Bank requirements. Agents must (collectively) meet individual daily performance target in order to respect the department service standards.

Overview of duties:
- Confirm the identity of the client before processing their request
- Communicate with clients in their preferred language of choice.
- Review carefully notes on file to confirm if any pending action or reference number are showing
- Determine the proper course of action needed in response to client’s request or question.
- Provide clear and detailed explanations of the file status and if an action (adding/modifying/deleting information) is required;
- Analyze and identify if additional information or documentation are required to finalize the action on file; if needed, choose and send the appropriate email template to the client.
- Escalate calls to a Tier II agent when required; gather pertinent information and provide a complete overview of the situation Tier II agent when dealing with the client.
- Understand ongoing validation process changes by reading carefully emails, by participating to organized training sessions and by attending bi-weekly team meetings.

Work environment

Do you like working in a fast-paced, results-oriented environment that values service excellence? Are you looking for the chance to make your mark in the lives of Canadians working in a department that plays a big role in providing labour market information to Canadians?

What do you need to know about us: Why choose Job Bank?

We are located at 140 Promenade du Portage – Phase IV, in downtown Gatineau (Hull). You have easy access to public transit, all within walking distance. There are exercise classes in the building, as well as some great walking and biking trails nearby, all with an amazing view on the Ottawa River, the federal Parliament buildings and the Gatineau Park.

Our offices are bright and open.

We offer a stimulating and pleasant environment. Our social committee is engaged and creative, offering multiple activities throughout the year.

Grow in an organization that is strongly committed to providing a supportive work environment and healthy life-work balance!

Intent of the process

A pool of qualified candidates may be established and may be used to staff similar positions within ESDC in the National Capital Region with various position titles, language and security requirements.

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

A secondary school diploma or employer-approved alternatives.

Accepted Alternatives: A satisfactory score on General Intelligence Test 320 GIT-320 the Public Service Commission test approved as an alternative to a secondary school diploma

Degree equivalency

EXPERIENCES

Experience in delivering services to the public, including obtaining and providing information requiring explanation or clarification.

Experience using search engines such as Yahoo, Google or Bing, and computer applications, such as MS Office.

Experience following procedures or policies in order to make decisions.

ABILITIES/SKILLS

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to follow processes.

Ability to perform diagnostic information gathering.

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

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

PERSONAL SUITABILITY

Thinking things through

Showing initiative and being action oriented

Demonstrating integrity and respect

Attention to detail

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

ASSET QUALIFICATIONS

Experience analysing information from a number of sources and making sound decisions.

Work experience in a call center environment.

Conditions of employment

Reliability Status security clearance

May be required to work overtime on a short notice.

In order to meet operational requirements, working hours are between 7:30 a.m. to 6:00 p.m. Eastern Standard Time.

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

How to apply:

We want to attract top talent. Therefore, we are focusing on your competencies not your knowledge. We are also taking a simplified approach for you to apply to this process. To apply for this process:
• provide your resume (no cover letter needed)
• answer a questionnaire online

When you apply you will be asked a series of screening questions based on the education, experiences and abilities criteria below. When answering the screening questions, please provide:
• Concrete and detailed examples to demonstrate how you meet the qualifications;
• Where, when and how the experience was acquired.

Please save your information regularly to keep from losing your work.

We cannot make any assumptions about your experience. Simply saying you have the required qualifications or listing your current duties is not enough. We will only use your résumé as a secondary source of information. The depth and breadth of experience of an applicant may be considered as part of screening or selection of a candidate, which is why it is recommended you quantify your experience. The screening questions are the primary source of information the screening board may use and your resume may only be used as a secondary source to verify information.

We will only accept on-line applications received via the Public Service Jobs site. Apart from general inquiries, further documentation and applications emailed to the poster contact will not be accepted.

***VERY IMPORTANT NOTE: It is the responsibility of the candidate to clearly outline that they meet each of the screening criteria (i.e. Education and Experience Qualifications, both Essential and Assets) by RESPONDING TO THE SCREENING QUESTIONS IN THE ONLINE APPLICATION. Lack of EXAMPLES and DETAILS may result in your application being rejected as the Assessment Board will have insufficient information to determine whether or not you meet the qualifications.

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

PLEASE NOTE THAT YOUR RESPONSES TO THE PRE-SCREENING QUESTIONS AND YOUR RESUME WILL EVALUATE YOUR ABILITY TO COMMUNICATE EFFECTIVELY IN WRITING.

Asset Qualifications:

You must indicate "NO" if you do not have experience in performing a task listed in the section entitled "Asset Qualifications". Responding “NO” to one or more of these non-essential experience questions will not result in the rejection of your application. If you answer “YES” to a non-essential experience question, you should provide information in the format mentioned above to ensure that the assessors are in a position to assess the depth, complexity, and scope of your experience. This will ensure that you can be considered for a specific appointment where asset qualifications would be used.

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.