Fluent in both Official Languages? Service Canada is hiring Bilingual PM1 & PM2 Officers

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

A recruitment event to hire Bilingual staff for various positions with Service Canada in Edmonton AB, will be taking place on September 10th, 2019 at La Cite Francophone, Rooms 8 and 10, (8627 Rue Marie-Anne Gaboury Street (91st street), Edmonton, AB), from 9:00 AM to 2:00 PM (MDT) (details below).

Positions Include:

Citizen Services Branch
Citizen Service Officers (PM1)

Benefits Delivery Services Branch
Payment Services Officers – PM1 - Call Centre (Employment Insurance)
Payment Services Officers – PM1 - Call Centre (Canada Pension Plan/Old Age Security)
Payment Services Officers – PM1 – Employment Insurance Processing
Service Canada Benefits Officers – PM2 - Employment Insurance Processing

Interested applicants are encouraged to attend and apply in person. If you attend the event, you are not required to apply on-line; simply bring the mandatory documents listed below in “Other Information Section #01 and #03” and obtain the interview questions via the email address under “Contact Information” at the bottom of the poster. This email box is monitored from 8:00 AM to 4:00 PM (MDT) Monday to Friday.

The first 30 applicants to arrive will be assessed that day. Applicants should expect to spend the whole day at the assessment site.

If you are unable to attend the recruitment event in person, then you are invited to apply on-line using this website.

Please note that Second Language Evaluation (SLE) testing will be conducted after all the assessments are completed. You do not need to have SLE results to apply on this process.

Work environment

The Careers Available:

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 that support Canadians, facilitating first point of contact resolution.

Payment Service Officer – Call Centre: In the inbound call center, the Payment Services Officer serves the public by telephone in matters regarding Employment Insurance (EI) benefits, Canada Pension Plan (CPP) or Old Age Security (OAS). You will receive training to provide you with thorough, up-to-date information on Service Canada’s programs and services.

Payment Service Officer – EI Processing: In processing claims for Employment Insurance Benefits, Payment Service Officers contact clients by phone and use various computer systems to maintain a virtual workload.

Service Canada Benefit Officers use their talents and natural curiosity of problem solving and client focus to make a difference in the lives of Canadians. Working with more complex cases, they use judgment when interpreting and applying policy and legislation to arrive at sound decisions.

The Benefits:
We offer flexible work arrangements along with a comprehensive benefits package to promote healthy and engaged employees. Benefits include: vacation leave, pension, health and dental benefits and support from Management Teams who encourage training and career development.

Intent of the process

The intent of this process is to create a pool of qualified candidates at the PM01 level, and a 2nd pool of qualified candidates at the PM02 level to staff positions within Employment and Social Development Canada in Edmonton, AB.

In order to manage the number of applications in this selection process, management may apply top-down and/or random selection at any stage throughout the process.

For online applicants an initial random selection among applications will be made. Randomly selected applicants will be assessed and those who meet all the essential qualifications will be placed in the qualified pool. Subsequent random selections from the remaining online inventory and assessments may be conducted at a later date, and qualified applicants will be added to the same pool to fill future vacancies. Other qualifications may also be applied at any stage throughout the process.

Positions are located in Edmonton, AB. Applicants are encouraged to apply ONLY if they are able to relocate to Edmonton, AB.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 1,000 words (maximum) "(must be a minimum of 500 words)"

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

Various language requirements
Bilingual Imperative
• (CBC/CBC) – Citizen Services Branch
• (CBC/CBC) – Benefit Delivery Services (Employment Insurance)
• (BBC/BBC) – Benefit Delivery Services (Call Center)

***Bilingual imperative means that you possess clear and effective communication skills (reading, writing and orally) in French AND English***

Information on language requirements

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)

Note: You will be required to provide proof of education by providing a copy and/or showing the assessment team a copy of your High School Diploma or an official transcript (signed and dated) which clearly indicates the highest secondary school grade successfully completed. If you have completed post- secondary education, such as a degree or diploma, from a recognized post- secondary institution, then proof of completion may also be accepted as proof of education in lieu of a copy of your high school diploma. If the name on your education credentials is different from the name on your application, we will require proof that you are the same person.

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.

Degree equivalency

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. 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.

Experience common to both PM01/PM02:
• 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.

Experience specific to PM02:
• Experience in interpreting and applying legislation or policies.

Qualifications common to both PM01/PM02 :
• Communication (oral)
• Communication (written)
• Thinking Skills
• Diagnostic Information Gathering
• Client Focus
• Interpersonal Awareness
• Dependability

Qualifications specific to PM01 :
• Verification & Accuracy

Qualifications specific to PM02 :
• Decisiveness

Organizational Needs:
At ESDC, diversity is our strength. If you’re a woman, an indigenous person, a person with a disability or a visible minority and are interested in bringing in different perspectives and insights, let us know by completing the Employment Equity (EE) section in your application. Appointments of members of these EE groups could be made to ensure our workforce is inclusive and representative of the Canadian public we serve.

Operational Requirements:
Willing and able to work overtime as required

Conditions of employment

Reliability Status security clearance
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 (Specific to Call Center PSO)

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

SECTION #1 – IN PERSON AT CAREER FAIR SEPTEMBER 10, 2019

APPLICANTS MUST BRING THE FOLLOWING DOCUMENTATION TO THE IN-PERSON ASSESSMENT OR THEY WILL NOT BE CONSIDERED ANY FURTHER IN THE PROCESS:
1. Proof of Canadian Citizenship
Note: You will be required to show the assessment team the ORIGINAL document substantiating your Canadian citizenship. (e.g. birth certificate, Canadian passport, Canadian citizenship papers). Copies will not be accepted.
2. Proof of Education
Note: You will be required to show the assessment team a copy of your education credential to show you meet the minimum education requirement. Proof of Canadian equivalency is required if your education was obtained outside of Canada. If your education credential is in a different surname than your current surname, you will need to provide documents to link the two names. (e.g. marriage certificate or change of name document)
3. Two (2) pieces of government-issued identification
Note: One (1) piece must be government-issued photo identification.

4. Your Résumé

5. Covering Letter ( See SECTION #3)

6. Two (2) References
Note: You will be required to provide two (2) references. Please note that supervisory (current or former) references are required. Further, you must provide the contact information (name, phone number, e-mail address) of the references, as well as their position, their relationship to you, and the length of the relationship.

For individuals attending this event in-person, it is in your best interest to email the to obtain the interview questions for the hiring event before September 10, 2019.
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SECTION #2 - FOR ONLINE APPLICATIONS ONLY:
For applicants who are unable to attend the in-person hiring event, applications will also be accepted on-line. Job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please select the button “Apply Online” below. Persons requiring accommodation preventing them from applying on-line are asked to contact 1-800-645-5605.

You must provide the following information when submitting your application:
1. Your résumé.
2. Covering letter (See SECTION #3)
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SECTION #3 – BOTH IN PERSON AND ONLINE APPLICATIONS

Important messages for ALL applicants

**CANDIDATES WILL NOT BE SOLICITED FOR INCOMPLETE OR POSSIBLE MISSING INFORMATION**

COVER LETTER
Your Cover Letter will be used to assess the education requirement, essential experience requirements as well as the qualifications of “Thinking Skills”, “Diagnostic Information Gathering” and “Written Communication”. Your cover letter must be a minimum of 500 words and a maximum of 1000 words in length.

Please use the following headings within your letter:
1. Education
Please describe how you meet the Education requirement.
2. Experience in delivering services to clients involving obtaining and providing information requiring explanation or clarification.
Provide an example(s) of when you were in a position interacting with customers, clients or the general public where there was some level of complexity in your role that required you to explain something in detail, or ask questions that required explanation. Include dates; describe your role and where the experience was gained.
3. Experience in using technology (e.g. e-mail, Internet and word processing).
Clearly explain how you have developed experience in using technology. Please include dates and describe the technology and programs used, including your role and the context in which the experience was gained.
4. Thinking skills:
Service Canada Officers demonstrate solid thinking skills when resolving issues and problems presented in person or over the phone by clients. Individuals in these positions need to analyze situations and come up with practical solutions in an efficient manner while taking multiple factors into consideration. Please provide a specific example when you have demonstrated your ability to analyze, plan and implement a solution to a problem in a timely fashion. Please ensure your response provides detail on how you meet all of the Thinking Skills bullet points outlined below.

Thinking Skills: The ability to actively and skillfully analyze problems and issues, organize information, identify key factors, identify underlying causes and generate practical solutions
 Effectively plans and organizes work
 Identifies practical and sound solutions to problems
 Quickly acquires and applies relevant information
 Recognizes pertinent facts and issues


5. Diagnostic Information Gathering:
Service Canada Officers are required to gather information from multiple sources to help clarify situations with client files. When gathering this information, individuals in these positions often need to determine the best source to consult and ask detailed questions to gather the information they need. Please provide a specific example of when you needed to gather information to clarify a situation. Please ensure your response provides detail on how you meet all of the Diagnostic Information Gathering bullet points outlined below.

Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skilled questioning to draw out the information needed
 Gets more complete and accurate information, by checking multiple sources
 Identifies optimal information sources
 Knows when to seek expertise to obtain information or to clarify a problem
 Makes effective use of time when gathering information
 Probes with tact and diplomacy to get the facts, when others are reluctant to provide full, detailed information
 Quickly identifies the specific information needed to clarify a situation or to make a decision
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ESDC is committed to providing a workplace environment that supports productivity and the personal goals, dignity and self-esteem of every employee. In the workplace, you have the right to be treated fairly and with respect, in an environment free of discrimination, harassment and offensive behaviour. Employees will be expected to conduct themselves in a professional manner, being respectful in all interactions and promoting civility in the workplace. The Values and Ethics Code for the Public Sector as well as the ESDC Code of Conduct outline expected behaviours for all staff. Please copy and paste the following link into your browser to view the Code of Conduct:
https://www.canada.ca/en/employment-social-development/corporate/code-conduct.html

Communication for this process will be sent by email. Candidates must include a valid email address in their application that is functional at all times and accepts messages from unknown users as some email systems block these types of email. Candidates must check their email accounts frequently as responses provided after prescribed deadlines may not be accepted. Failure to respond to communications may be construed as a withdrawal from this process.

Persons 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 exam, c) oral interview.

For all communication please use:



Please note that all communication and conduct during the process may be used to evaluate any competency listed on the advertisement.

Acknowledgment of receipt of applications will not be sent.

If you have a disability that requires accommodation during the selection process, please indicate this on your application and/or resume.

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.