Program Support 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

About this selection process

We want to make it quick and simple for our candidates. When applying to this selection process, you simply have to complete two steps. All are due by the application deadline of August 16, 2019.

1- Submit your application online on www.jobs.gc.ca
2- Answer the screening questions

** IMPORTANT NOTE **

We are seeking the best candidates! If you are among them, answer the screening questions accurately in order to be selected for the next steps. Your résumé will only be used as a secondary source of information.

When you are invited to demonstrate that you have the required qualifications and experience in the screening questions:

•You must clearly explain where, when and how you acquired the qualifications and experience by providing ----> concrete examples <---- of tasks you accomplished.

•It is not enough to simply mention that you acquired the qualifications and experiences, to list your current and past duties, nor to refer us to your résumé. If you do not clearly demonstrate that you have the required qualifications with concrete examples, your application will be rejected.

Only those who have been selected will be contacted to attend an interview.

The answers provided to the screening questions will be one of the main source of information used to evaluate your candidacy. Failure to provide complete answers may result in job applications being screened out from further consideration in this process. Applicants will not be solicited for incomplete or possible missing information.

Candidates may be eliminated at any point during the selection process if they fail to demonstrate any of the essential criteria through their behavior, for example, through communications with Human Resources, with management, other informal communications.

Work environment

These positions are with an inbound call centre located in Gatineau, Québec. A Program support officer provides services to the general public (verbally or in writing) with respect to the Canada Student Loan Program. Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge of this program.

The work environment will be attractive to people who are:
- 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 the use of a headset for prolonged periods, 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 potentially angry clients.

Intent of the process

A pool of qualified candidates may be established through this process to staff identical or similar positions at Employment and Social Development Canada with various tenures, linguistic requirements and security requirements according to the position being staffed.

Positions to be filled: 3

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 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.

ABILITIES

Ability to manage and prioritize workload.

Ability to analyze and solve problems.

Ability to communicate effectively in writing.

PERSONAL SUITABILITIES

Dependability

Client Focus

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

Various language requirements
Bilingual Imperative BBC/BBC
English Essential
English or French Essential

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

KNOWLEDGE

Knowledge of the Privacy Act

ABILITIY

Ability to communicate effectively orally.

PERSONAL SUITABILITIES

Judgment

Effective Interpersonal Skills

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

ASSET QUALIFICATIONS

EXPERIENCE

Recent* experience working in a high volume in-bound** call centre.

Experience in preparing written correspondence such as written replies to inquiries from the public.

*Recent experience is defined as experience that would normally be associated with the performance of these duties within the last year.

**An inbound call centre is a central service or group of people whose almost exclusive function is to provide an appropriate response to a large number of enquiries for information and advice initiated by clients.

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

Willingness and ability to work overtime, often on short notice.

Work day consists of 7.5 hours a day.
Applicant must be available to work between 8:00 AM – 5:00 PM.

Schedule will be determined based on operational requirements.

Conditions of employment

Reliability Status security clearance

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

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.