Entry Level Officer Positions at Service Canada - Quick Staffing Process

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

This is your chance to join an Employer of Choice!

ESDC has been named as one of Canada's top 100 employers!

There are many reasons why ESDC is a great workplace.

ESDC delivers a range of programs and services that affect Canadians throughout their lives. The Department provides seniors with basic income security, supports unemployed workers, helps students finance their post-secondary education and assists parents who are raising young children. We are very proud to serve our fellow Canadians! See for yourself on how we have an impact on Canadians: https://www.canada.ca/en/employment-social-development/programs/results/stories.html

Employee Focused Culture. We recognize the importance of continuous learning, career development opportunities and work-life balance within a diverse and respectful work environment.

Duties

Citizen Services Officer – The face of Service Canada, they provide in-person access to the Government of Canada’s wide range of services and benefits. They work directly with clients to provide guidance and access to federal programs and services that support Canadians, facilitating first point of contact resolution in a service environment.

Passport Officer – Provide in-person service to facilitate the issuance of Passports to Canadians. Using problem solving and information gathering skills to review applications and documents, conducting fact-finding and analyzing missing information and discrepancies, you will help clients understand program-specific legislation, procedures and the processes required to receive efficient services.

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) or in the Employer Contact Centre. You will receive training to provide you with thorough, up-to-date information on Service Canada’s programs and services.

Payment Service Officer/ Program Services Officer – Processing: In processing claims for Employment Insurance benefits, Canada Pension Plan (CPP) or Old Age Security (OAS) benefits, and/or the Apprenticeship Grant program, Payment Services Officers contact clients by phone and use various computer systems to maintain a virtual workload. Our work has the added challenge of production and quality targets to encourage our success while maintaining service standards to Canadians. You will help clients to understand program-specific legislation, procedures and the processes required to receive services and/or benefits. You will require client service and problem solving skills to gather information and analyze claims for benefits.

Integrity Services Officer – Provide Integrity services by informing clients of their Rights and Obligations specific to the type of benefits they are receiving. They also conduct non-complex investigations to prevent, detect and address fraud against programs administered by the department.

Work environment

Are you interested in being part of a team that is committed to helping Canadians? Can you build trusting relationships with clients and co-workers? Can you make decisions based on a thorough analysis of facts and policies?

The Office Environment:

Employment and Social Development Canada (ESDC) ensures employees have a safe, inclusive and innovative work environment where they feel valued and motivated. Although we may work in a cubicle city, it’s an open and vibrant one of like-minded people that encourages collaboration and support among employees. There are social committees, events, and many ways to get engaged. ESDC is a large, yet connected organization of people dedicated to our clients and improving service delivery by constantly evolving with changes in technology, procedures and legislation.

Intent of the process

The intent of this process is to create a pool of qualified candidates at the PM01 level to staff positions within Employment and Social Development Canada in the designated locations listed through this job advertisement.

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.

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)

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

Competencies:
♦ Communication (written)*
♦ Diagnostic Information Gathering*

*Will be assessed via written responses in the application stage.

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

Various language requirements
English Essential
Bilingual Imperative BBC/BBC – Integrity Services Officer; Payment Service Officer – Call Centre; Payment Service Officer – EI Processing
Bilingual Imperative CBC/CBC – Citizen Services Officers; Passport Officer; Program Services Officer

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

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).

Education NOTE:
- A Secondary School Diploma refers to a High School Diploma.
- Equivalencies granted by provincial and/or territorial authorities (e.g. - General Education Development (GED), Adult Basic Education (ABE) which is a secondary school equivalent), will be accepted.
- A degree from a recognized* post-secondary institution will be accepted in lieu of a Secondary School Diploma.
*A recognized post-secondary institution includes those categorized as “recognized” as well as “authorized” by the Canadian Information Centre for International Credentials (CICIC).
- The PSC Test approved as an alternative to a secondary school diploma is the Public Service Commission’s General Intelligence Test 320 (GIT-320).
- The acceptable combination will be evaluated by considering the highest level of education achieved and the depth and breadth of training and/or experience accumulated in customer service and/or in an office setting.

Degree equivalency

Competencies and Personal Suitabilities:
♦ Communication (oral)
♦ Thinking Skills
♦ Verification and Accuracy
♦ Client Focus
♦ Interpersonal Awareness
♦ Dependability

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

At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal 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.

Information on employment equity

Operational Requirements:
Willing and able to work overtime as required.

Conditions of employment

Reliability Status security clearance

Secret security clearance - and/or enhanced security clearance- ONLY for Passport Officer positions

Willing and able to travel.

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

Candidates are entitled to participate in the appointment process in the official language of their choice.
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Work Locations
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Prince Edward Island – Charlottetown, Montague, O'Leary, Souris, Summerside
Nova Scotia – Inverness, Port Hawkesbury, Sydney, Yarmouth, Amherst, Antigonish, Bedford, Bridgewater, Dartmouth, Digby, Glace Bay, Guysborough, Halifax, Kentville, New Glasgow, North Sydney, Shelburne, Truro, Windsor
New Brunswick – Bathurst, Campbellton, Caraquet, Dalhousie, Edmundston, Fredericton, Grand Falls, Miramichi, Moncton, Richibucto, Saint John, Saint-Quentin, Shediac, Shippagan, St. Stephen, Susex, Tracadie-Sheila, Woodstock
Newfoundland – Clarenville, Corner Brook, Gander, Grand Falls-Windsor, Happy Valley, Harbour Grace, Larbador City, Marystown, Placentia, Port Aux Basques, Rocky Harbour, Springdale, St. Anthony, St. John’s, Stephenville

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STEP 1 - SUBMISSION OF APPLICATION:

Job applications must 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.

Your application must indicate locations in which you would accept employment.

No cover letter required. Simply submit your résumé and answer two essential qualification questions.
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STEP 2a - TWO (2) VIRTUAL ASSESSMENTS:

Our goal is to complete this selection process in an efficient, timely manner. Within a few days of the poster closing, likely around January 15th, all applicants will be contacted via email to complete two separate tests: a data verification and accuracy test; and a client service test. The data verification test will take approximately 20 minutes and you will have a window of time (approximately 48 hours) in which it needs to be completed. The client service test will take approximately 90 minutes and will also have to be completed within a certain time frame. These tests will be sent by an external service provider, EPSI, from an email address: EPSI Support. Please check your junk mail! To access these tests, there is NO software to install - the solution is completely online and is compatible with multiple browsers on MS environment PC operating systems. EPSI offers bilingual technical support online and on the phone Monday to Friday between 8:00 am and 4:30 pm EST, as well as extended online support hours from Tuesday to Thursday between 4:30 pm and 9:30 PM EST should you encounter technical difficulties during the test.

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FOR BILINGUAL POSITIONS ONLY:

STEP 2b - LANGUAGE ASSESSMENTS:

To be considered for a Bilingual Imperative BBC/BBC and/or CBC/CBC position, you must already have Second Language Evaluation results at the BBC/BBC and/or CBC/CBC level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.

To obtain a copy of SLE results, candidates may make a request at the following website: https://www.canada.ca/en/public-service-commission/corporate/about-us/contact-us.html#N1.

For more information on SLE, visit the following web-site:
https://www.canada.ca/en/public-service-commission/services/second-language-testing-public-service.html.

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STEP 3 - QUICK INTERVIEW:

Candidates who successfully complete the two tests, will be invited to a short telephone interview at the beginning of February.

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STEP 4 - Validation of Education, Security, Citizenship and/or Proof of Name Change (if applicable):

Candidates will be required to submit their proof of education documents at the time of assessment. 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, e.g. a copy of a marriage certificate.
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THE INTENTION IS TO HAVE THE PROCESS FINALIZED BY END OF FEBRUARY.
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All information obtained throughout the selection process, from the time of application to close of process, may/will be used to evaluate the candidates.

Please be advised that this process is intended to proceed quickly. Alternative assessment dates will be limited and only considered under exceptional and verifiable circumstances. Failure to complete a scheduled assessment without good reason will result in your application being given no further consideration in this process.

Communication (including issuing screening results and sending invitations for written tests and interviews) for this process will be sent by email. It is the responsibility of the Applicant to ensure accurate contact information is provided and updated as required. Applicants who apply to this selection process must include an email address that accepts email from unknown users (some email systems block these types of email). Applicants are strongly encouraged to check their email on a regular basis.

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.