Citizen Services Officer

Important messages

Only one application may be submitted.

Throughout the selection process, it is your responsibility to ensure that you are available for all test and interview dates to which you will be invited.

Please note that assessments will only be rescheduled under exceptional circumstances with supporting evidence (e. g. medical reasons with doctor’s certificate, death in the immediate family, pre-approved travel plan, religious reason and participation in an assessment for another selection process on the same date). Failure to participate in assessments without a valid reason and not responding to communications may be construed as a withdrawal from the selection process.

Candidates are only encouraged to apply if they are willing and able to work in Saint-Hyacinthe. Candidates that express interest in a position in a particular location recognize the need to move (if applicable and at their own expense).

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.

Duties

We are committed to providing citizens with quality service that responds to their diverse needs on a daily basis. Service Canada is looking for officers ready to make a difference for them.

Citizens go in person to Service Canada Centres. Citizen Services Officers (CSOs) greet and guide them based on their needs, whether it is to obtain a passport or social insurance number or to apply for employment insurance or old age security.

More specifically, a CSO:

- Receives citizens’ requests and determines their needs in order to direct them to the appropriate service area
- Supports citizens with the use and navigation of the Department’s self-service tools
- Reviews, verifies and authenticates identity and supporting documents; processes service fees and other payments
- Conducts an initial review of citizen requests and shares data and documentation with concerned partners
- Facilitates group information sessions for citizens
- Administers oaths to citizens and receives affidavits, declarations and affirmations

Work environment

A Citizen Services Officer’s work environment is dynamic. Each team member contributes to the daily workload and ensures that citizens obtain the desired services.

Are you bilingual? Do you have a positive attitude? Do you like teamwork? Then this job is for you!

For a brief overview, watch the following video: https://youtu.be/uK0oqCppaTw

Intent of the process

Following this process, a pool of qualified candidates will be created to fill term (temporary) part-time or full-time positions, for example: a 12- to 24-month contract, with the possibility of extension, for the Saint-Hyacinthe office.

Please note that this process may be used to fill similar positions at our Service Canada offices in Montérégie.

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)

EDUCATION

Secondary school diploma or employer-approved alternatives (passing mark on the Public Service Commission (PSC) test approved as alternative to a secondary school diploma, or an acceptable combination of education, training and (or) experience).

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency.

Please submit proof of education to: .

Degree equivalency

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

Bilingual - Imperative (CBC/CBC)
Bilingualism: English/French

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

COMPETENCIES

Oral communication
Written communication
Client focus
Attention to detail
Conducting interviews
Teamwork

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

ASSET QUALIFICATIONS

EDUCATION

Successful completion of two (2) years of postsecondary education at a recognized post-secondary institution (e.g., community college, CEGEP, university).

Degree equivalency

EXPERIENCE

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

Experience in delivering presentations to various stakeholders or groups of individuals.

Experience working in a high-volume client service environment.

Experience in using technology (e.g. email and word processing software, Internet).

ORGANIZATIONAL NEEDS

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 REQUIREMENT

Ability and willingness to work overtime as required.

Conditions of employment

Reliability Status security clearance - Candidates must meet the reliability status and credit check conditions at the time of hiring and throughout the duration of their employment.

Other information

NO ACKNOWLEDGEMENT OF RECEIPT OF APPLICATIONS WILL BE SENT.

Applicants can modify their application/resumé at any time BEFORE the closing date indicated on the job advertisement.

You have the right to participate in a selection process in the official language of your choice. Include your preferred language in the application.

At the time of evaluation, proof of Canadian citizenship, proof of education and a form completed by two references in a supervisory position will be required. Original documents should be provided.

Various assessment tools could be used (Example: written tests and interviews).

In order to manage the volume of applications in this selection process, Service Canada may decide to use top-down or random selection or any other additional qualification as indicated in the statement of merit criteria in order to determine the number of candidates who will be considered further in the evaluation.

If additional requirements arise after the use of these strategies, the hiring department may continue the evaluation by considering the candidates who qualified with a low score, or use another strategy altogether.

Asset qualification(s) or the use of organizational needs may be considered in choosing the person appointed to the position.

Candidates from outside the Public Service will have to pay the costs of their travel during the various evaluation stages.

All communication will take place via email. It is the responsibility of the candidate to ensure that accurate contact information is provided and updated. Candidates are strongly encouraged to check their emails on a regular basis.

The Public Service of Canada is committed to developing inclusive, barrier-free selection and appointment processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or 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.