Program Generalist and Program 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

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.

Our office is located at 140 Promenade du Portage in Gatineau (Hull sector) which is located next to the STO Rapibus, has a gym, bike racks, parking, food court inside the facility and restaurants located close by. Don’t miss out on this great opportunity and apply now!

PRE-SCREENING QUESTIONS: The pre-screening questions MUST be completed when applying for this selection process. It is your responsibility as a candidate to answer these questions explaining and substantiates in detail: HOW, WHERE and WHEN (MM-YYYY to MM-YYYY) you meet each of the essential qualifications and asset qualifications (for education and experience) associated with the positions you are applying for. Please note that it is not sufficient to only state that the qualification is met or to provide a listing of current or past responsibilities. You must provide concrete examples, which illustrate how you meet each qualification. Resumes may be used as a secondary source to validate the education and the experiences described in candidates’ answers to the pre-screening questions. Failure to provide this information in the requested format will result in your application being rejected.

THE ABILITY TO COMMUNICATE EFECTIVELY IN WRITING will be assessed through pre-screening questions.

Duties

These positions are with a process center and call centre located in Gatineau, Québec. Our agents provide services to Canadians with respect to the www.JobBank.gc.ca. Extensive training and development opportunities will allow you to acquire a comprehensive and up-to-date knowledge.

The work environment is attractive to people who are:
• highly motivated
• quick learners
• quality oriented
• customer focused, and
• able to thrive in a fast paced, high volume environment.

Work environment

OPPORTUNITY TO WORK FOR ONE OF 2019 TOP TEN EMPLOYERS OF THE NATIONAL CAPITAL REGION!

Take advantage of a dynamic opportunity within Employment and Social Development Canada, the second largest federal department with over 24,000 employees! You could work in a forward thinking, transformative service delivery Department that includes Service Canada, and the Labour Program, which continuously strives on innovation and supporting Canadians through #LifesBigMoments.

Learn more about the Department, one of the top ten employers of the National Capital Region and winner of Canada’s Best Diversity Employers Award: https://www.canada.ca/en/employment-social-development/campaigns/recruitment.html

Your new ideas and fresh perspective can make a difference in the services provided to Canadians. See for yourself how you could contribute to helping Canadians: https://www.canada.ca/en/employment-social-development/programs/results/stories.html

What we can offer you:

• Being one of the largest departments in the Government of Canada, we offer many opportunities to be challenged, to develop and to make an impact!

• We value our employees by creating a healthy work environment

Don’t take our word for it; listen to the testimonials of our employees:

https://www.canada.ca/en/employment-social-development/campaigns/recruitment/career-testimonials.html

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: 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

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 information requiring explanation.

Experience using search engines such as Yahoo, Google or Bing

Experience using computer applications, such as MS Office.

Experience following procedures or policies.

Abilities

Ability to perform 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.

 Identifies optimal information sources
 Quickly identifies the specific information needed to clarify a situation or to make a decision
 Gets more complete and accurate information, by checking multiple sources
 Probes with tact and diplomacy to get the facts, when others are reluctant to provide full, detailed information
 Makes effective use of time when gathering information
 Knows when to seek expertise to obtain information or to clarify a problem

Personal Suitability

Results Orientation*

* Focusing on the desired end result of one’s work or that of a group; setting challenging objectives, focusing effort on them and meeting or exceeding them.

 Sets and achieves challenging goals
 Sets clear goals and objectives for meetings and projects
 Maintains commitment to goals in the face of obstacles and frustrations
 Finds or creates ways to measure performance against goals
 Exerts sustained effort to accomplish something
 Demonstrates a strong sense of urgency about solving problems and completing tasks

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

Various language requirements
Program Generalist - Bilingual Imperative BBB/BBB
Program Officer - 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

Abilities/Skills

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Personal Suitability

Thinking things through.

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

May be required to work overtime on a short notice.

In order to meet operational requirements, working hours are between 7:00 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

Reference checks may be sought.

An interview may be administered.

A written examination may be administered.

Candidates must meet the essential qualifications to be appointed to a position. Other qualifications may be a deciding factor in choosing the person to be appointed.

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

You must provide proof of your education credentials.

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.

An assignment or an acting appointment is a temporary resourcing option. The approval of your substantive supervisor may/will be required before an offer can be made.

Candidates must provide a VALID EMAIL ADDRESS. You may be informed of the following steps of the process by e-mail if successful. Please take the necessary actions in order to have access to your e-mail service for the duration of the process.

Top-down selection may be used during the assessment phase which means that only candidates who achieve the pass mark and are among top ranking scores may be given further consideration in this selection process.

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.