Citizen Services Specialist (Bilingual)

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

Promotes the Department’s offerings (such as Old Age Security (OAS)/Canada Pension Plan (CPP) Integrity Services, Employment Insurance (EI) electronic services, Apprentice Incentive Grant (AIG), Canada Education Savings Program (CESP), Pleasure Craft License (PCL), Passports, etc.) to citizens and the community in response to identified or specific needs or government priorities.

Assesses and responds to citizen or community (off-site, outreach, multiple overlapping priorities) needs and liaises with partners to coordinate the delivery of service offerings.

Establishes and maintains relationships with local/regional, clients/stakeholders to communicate/educate (e.g. community of interest, MP’s, unions, employers) and address issues and complaints.

Delivers presentations to elected and community officials organizations and the public.

Conducts community activities or attends community events to promote access to service offerings and to respond to specialized needs.

Gathers information for management and recommends service improvements (e.g. summary of client satisfaction surveys, analysis of concerns received, etc.).

Participates in working groups to test, pilot, analyze and report on service offerings, information products, tools or systems to identify ways of improving citizen service.

Work environment

ESDC provides workspaces in alignment with both an open office environment and worker profile standards. Details on these standards can be found at the following Public Works link: https://www.tpsgc-pwgsc.gc.ca/biens-property/mt-wp/mt-wp-eng.html

Intent of the process

This process will ONLY be used to staff positions in the location listed. Applicants are encouraged to apply only if they are willing and able to work in or relocate to Yellowknife (Northwest Territories).

Please note that within the context of this selection process, travel costs or travel expenses will not be reimbursed for the staffing of an acting, assignment or secondment.

Questions regarding travel and relocation visit -
https://www.njc-cnm.gc.ca/directive/d6/v11/s103/sv1/en

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)

Secondary school diploma or employer-approved alternative (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 in using technology (e.g. e-mail, Internet and word processing)

Experience in collaborating with community partners and stakeholders

Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification

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

Bilingual - Imperative (CBC/CBC)

Information on language requirements

Abilities and Skilles:

Communication (oral)
Communication (written)
Thinking Skills
Presentation Skills
Relationship Building
Client Focus
Interpersonal Awareness
Dependability

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

Graduation with a degree from a recognized post-secondary institution.

Degree equivalency

Experience in providing information or assistance regarding Service Canada offerings or Service Canada programs or service requirements

Experience in promoting service or programs to individuals and the community

Experience in planning, organizing and delivering presentations to various stakeholders or groups of individuals

Experience in working with client segments including any of the following: Aboriginal people, youth, seniors, newcomers, persons with disabilities

Experience in delivering Service Canada services to the general public involving obtaining and providing information requiring explanation or clarification

Experience in implementing projects that require establishing community partnerships

Experience in working with individuals and or groups representing individuals from diverse social economic segments of society

Planning and Organizing

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

Willing and able to work outside core hours, including evenings and weekends, as per operational requirements

Willing and able to travel within the service area, as per operational requirements (may require overnight accommodation)

Willing and able to travel by various modes of transportation

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

Reference checks may be sought.

An interview may be administered.

A test may be administered.

Screened in candidates will be asked to submit their proof of education as well as two references after the screening process is complete.

For this selection process, we find that email is the most efficient way to communicate with you. Candidates who apply to selection processes should include an email address that accepts email from unknown users (some email systems block these types of email). If you cannot receive results by email, it is your responsibility to inform us.

Persons are entitled to participate in the appointment process in the official language of their choice.

Acknowledgment of receipt of applications will not be sent. We will only contact
candidates once screening is completed.

Applicants in the advertised process must meet the Essential Qualifications to be appointed to a position.

You must clearly indicate, in writing, by citing specific examples, how you meet the essential qualification for the experience, otherwise your application may be rejected.

For that purpose, please answer carefully the questions indicated in the job application. Resumes will only be used as a secondary source to validate the experience and competency described in the screening questions.

If you do not answer fully to the screening questions as directed, your application will be screened out. The note "See Resume" will not be accepted.

The breadth and depth and type of work-specific experience may be considered when making selections from the qualified pool.

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

The minimum language requirement for bilingual positions is Bilingual imperative - Level: CBC/CBC, meaning that you must be fluently bilingual in English AND French (reading, writing and oral) upon being hired.

Successful candidates must meet and maintain the Conditions of Employment throughout their employment

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

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

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 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.