SUPPORT CLERK / PROGRAM SUPPORT CLERK

Update: Please be advised of these recent amendments to the poster: Important Message and Conditions of Employment.

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

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

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On October 6, 2021, the Government of Canada announced its plans to require vaccination across the federal public service.

As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police, federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment. Accommodation requests will be assessed on a case-by-case basis and will be limited to employees who are unable to be vaccinated due to a certified medical contraindication, religion or any other prohibited ground of discrimination as defined in the Canadian Human Rights Act (CHRA).


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Further to changes made to the Public Service Employment Act (PSEA) to address systemic barriers for equity-seeking groups in public service staffing, permanent residents now have the same preference as Canadian citizens when appointments are made through external advertised hiring processes. The following statement replaces the statement in the ‘’Preference’’ section located at the bottom of the job advertisement (i.e. correct statement includes permanent residents):
Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Persons with disabilities who cannot apply online are asked to contact 1-800-645-5605.

The first round of applications will be selected for assessment on March 9, 2020. If you wish for your application to be considered for assessment at this time, please submit your application no later than March 6, 2020 by 11:59 p.m. EST.

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.

If you currently work for the Federal Public Service, which includes Separate Agencies, you must clearly provide the following information on the front page of your resume:
-Personal Record Identifier (PRI)
-Name and location of the organization
-Status of employment (indeterminate or term)

Our Departmental values guide us in everything we do. Service Canada is seeking candidates who identify with our Departmental values. Candidates are expected to read the Statements of Values in the Values and Ethics Code for the Public Sector prior to submitting an application at https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25049.

Duties

As a CR-03 SUPPORT CLERK, you will have the opportunity to provide clerical support for the delivery of Service Canada’s programs and services to clients. You will be responsible for various duties which may vary based on the program area. You will use your ability to validate and authenticate client information and supporting documentation for legibility, accuracy and completeness within prescribed procedures and requirements; you will identify missing or supporting documents from clients or departmental officers, or redirect such anomalies to the appropriate authority.

Other CR-03 duties may include:
-Receiving, screening, classifying, sorting and/or registering initial mail/client information for various departmental programs and services within prescribed procedures and requirements.
-Maintaining and updating databases and tracking systems: working files, statistical records, reports and correspondences.
-Obtaining, inputting, maintaining and extracting data and documentation related to applications and claims.
-Operating various types of office equipment (e.g. high-speed printers, photocopiers, scanners and computers).

As a CR-04 PROGRAM SUPPORT CLERK, you will have the opportunity to provide administrative functions to support business stream activities throughout Service Canada. You will be responsible for various duties, which may vary based on the program area. You will use your ability to validate data to verify documentation for authenticity, accuracy, completeness and compliance with legislation, to support the determination of eligibility and entitlement.

Other CR-04 duties may include:
-Searching, reviewing and comparing information from applications, system-generated reports and other sources, identifying gaps and discrepancies, and contacting clients to obtain missing information and clarifications.
-Communicating with clients and their representatives, external organizations (e.g. accounting firms, Canada Revenue Agency, provincial authorities) and third parties in writing and verbally to obtain and provide client-specific information, to explain provisions of program-specific legislation.
-Referring specific cases to the appropriate level for decision as per prescribed procedures and guidelines.
-Performing other administrative functions in support of program delivery, such as preparing documentation, organizing meetings, and scheduling client information sessions.

Intent of the process

Two pools of qualified candidates will be established, one for CR-03 Support Clerk and one for CR-04 Program Support Clerk. If you meet all requirements for both levels, it is possible that you may be placed into both pools. Both pools will be established to staff positions in Chatham, Ontario.

Positions to be filled: 20

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

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 qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. You must clearly identify WHEN AND WHERE the qualification was attained and substantiate HOW you meet the qualification by using concrete examples. Information you provide should be supported by your resume. Failure to provide the above information in the format required may result in your application being rejected from the process.

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:
-A Secondary School Diploma refers to a High School Diploma.
-Equivalencies granted by provincial and 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” 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 (GIT320).
-The acceptable combination will be evaluated by considering the highest level of education achieved and/or the depth and breadth of training and/or experience accumulated in an office setting or a client service environment.

PROOF OF YOUR EDUCATION CREDENTIALS AND, IF APPLICABLE, PROOF OF NAME CHANGE DOCUMENT(S) WILL BE VALIDATED AT A LATER DATE. PLEASE ENSURE YOU HAVE THE ORIGINAL COPY OF THESE DOCUMENTS READILY AVAILABLE AS PROOF OF YOUR EDUCATION CREDENTIALS.

Degree equivalency

Experience in using technology (e.g. Internet, Microsoft Office, database).

FOR CR-03 SUPPORT CLERK ONLY:
Experience in performing clerical duties.

FOR CR-04 PROGRAM SUPPORT CLERK ONLY:
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)

English essential

Information on language requirements

Communication (Oral) - Your ability to speak in a way that is easily understood
Communication (Written) - Your ability to write in a way that is easily understood
Thinking Skills - Your ability to analyze situations and resolve problems
Verification and Accuracy - Your ability to review information for errors and completeness
Working with Others - Your ability to effectively work in a team to achieve a common goal
Client Focus - Your ability to respond to a client’s needs
Dependability - Your ability to fulfill commitments

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

Changing and Learning - Your ability to adapt in an ever changing work environment

Willing and able to work overtime as required

Conditions of employment

Reliability Status security clearance

Must be fully vaccinated against COVID-19 and attest to their vaccination status or have a supported accommodation measure based on a medical contraindication, religion, or any other prohibited ground for discrimination as defined under the Canadian Human Rights Act.
Willing and able to travel for training purposes.
Willing and able to work shift work.
Willing and able to lift 10-23 kg (FOR CR-03 SUPPORT CLERK ONLY).

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

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.

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.