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 will result in your application being rejected from the process.

Candidates will 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

An Intake Officer provides services to the general public with respect to taking, assessing and managing of complaints regarding the on-duty conduct of RCMP members.

You will be responsible for dealing directly with the public, via telephone and online in a call centre setting. Through dialogue with the client, you will identify their needs, collect complaint information and apply criteria for the acceptance of public complaints, found in the RCMP Act.

Additionally, you will be required to search one or more databases in order to answer enquiries, and will be expected to input information received from complainants into a case management system.

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.

Work environment

These positions will be part of the Public Complaint Intake Team.

You will work in an open space cubicle environment, which can affect attention and focus. This is a job that requires remaining stationary for extended periods of time with constant use of a keyboard and a mouse. The position may require the use of a headset.

This 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.

Intent of the process

This process may be used to create a pool of qualified candidates to staff bilingual imperative positions with various tenures.

Positions to be filled: 2

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 an acceptable combination of education, training or experience.

Degree equivalency

Experience:
Recent and significant* experience in interacting and communicating with members of the public, including the receipt and management of complaints.

Recent and significant* experience in inputting and extracting data using a complaint or case management system.

Experience in applying policies or procedures in the delivery of a program or service.

Experience in working in an environment with high pressure or high volume.

Experience working in a Monitoring or Call Centre, Distress Line, Crisis Centre or Help Line.

*Recent and significant is defined as the depth and breadth of experience associated with the performance of the duties as full-time employee for a period of at least one (1) year, within the last five (5) years.

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

Successful completion of an acceptable post-secondary educational program in a specialty relevant to the position to be staffed.

Degree equivalency

Experience in responding to difficult interactions and recurring calls from complainants.

Experience working in the public complaint domain in a policing organization or police oversight agency.

Experience in writing and preparing documents such as reports, briefing material or chronology of events

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

Bilingual - Imperative (BBB/BBB)
The minimum language requirement is Bilingual imperative - Level: BBB/BBB. Candidates must have the minimum linguistic profile for bilingual positions. Second Language Evaluation Tests will be administered for bilingual positions. For more information, please visit: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html

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

Information on language requirements

Knowledge:
Knowledge of the mandate of the Civilian Review and Complaints Commission for the RCMP.

Knowledge of the mandate of the RCMP.

Abilities:

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to apply policies.

Ability to manage own workload

Personal Suitability:

Effective interpersonal relations

Initiative

Judgment

Reliability

Attention to detail

Client Service Orientation

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

Ability and willingness to work overtime on short notice.
Ability and willingness to work a pre-defined 7.5 hour schedule during the call centre's business hours (i.e. Monday to Friday between 7:00 a.m and 6:00 p.m (EST)

Conditions of employment

Reliability Status security clearance - Reliability

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

All information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate the candidates.

Reference checks may be sought.
An interview may be administered.
A test may be administered.

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 selection 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.

Top-down selection may be used during any stage of the selection process. Please note that achieving a pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a cut-off mark that is higher than the pass mark on any evaluation used throughout the process.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

You must indicate on your application if you require a technical aid for testing or an alternative method of assessment.

For this selection process, our intention is to communicate with the candidates by email. Candidates who apply to this selection process must include in their application a valid email address and make sure that this address is functional at all times and accepts messages from unknown users (some email systems block these types of email).

Persons with disabilities preventing them from applying on-line or persons without access to the internet are asked to contact 1-800-645-5605.

Only on-line applications will be accepted in order to take advantage of the many benefits of using the electronic recruitment system. Some of the benefits for applicants include:

- modify your application/resume at any time BEFORE the closing date;
- complete screening questions which will highlight your qualifications to the hiring manager;
- verify the status of your application and notification(s), at any time, and
- be notified electronically of assessment details and results.

Acknowledgment of receipt of applications will not be sent.

Indeterminate employees at the same group and level or equivalent may be considered for deployment.

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.