Looking for a new challenge? Become a Citizen Services 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

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.

Here is a great career opportunity within the government. Do you recognize yourself?

o You possess an advanced level of written and oral communication in both official languages.;
o You have a high level of interpersonal skills, but prefer indirect contacts;
o Have a good sense of initiative and are resourceful;
o And still have access to the team expertise when you need it;
o You would like to have access to competitive working benefits.
o You would like to have a dynamic workplace located downtown Montreal, close to two (2) metro lines, daycare service and a shopping center, a lively workplace where you can enjoy restaurants and terraces.

Assessments will be completed electronically as much as possible.

Duties

We are looking for dynamic agents that have patience, empathy, a positive attitude and value attention to detail. Excellent communication, customer service and problem-solving skills are required.

With each call, you will help Canadian citizens answer their questions concerning their passports. Like a superhero in the dark, be prepared to face sometimes complex demands, tricky situations and interact with a wide range of clients; Canadians from across the country and around the world.

Why?

• Inform and explain the Passport Program policies and procedures;
• Help with new passport request;
• Inform clients of their application status.

How?

• Answer questions and engage in active listening;
• Make the necessary checks through an information system before accessing any file;
• Update citizens' files and leave concise notes;
• Offer impeccable customer service while following established procedures and guidelines.

Work environment

The Passport call centre is a dynamic environment that will please those who aspire to work for the federal government.

To be effective in this position, you will need to be motivated, customer and quality oriented, and enjoy learning constantly and quickly. You will need excellent communication, client service, problem solving, information gathering and computer keyboarding skills.

Working conditions require the ability to adapt to change, manage stress and deal with a variety of clients.

Join a great team in a dynamic environment!

Intent of the process

Following this process, a pool of qualified candidates will be created to fill full time and part-time positions for a term, indeterminate or casual period at the Montreal call centre.

Applicants are encouraged to apply ONLY if they are willing and able to work in Montreal.

No cover letter is requested. However, to be able to evaluate you in our process, please answer the screening questions in a manner to explicitly demonstrate how you meet the requirements for this role as well as for the essential and asset qualifications providing concrete and specific examples that relate directly to the required experience.

• Please write complete sentences for all examples.
• Indicate the date (s) (from mm/yy to mm/yy), the place where the example took place, specify the context, what you did and how, your role in the situation and the result obtained.
• Please describe the achievements in the past tense. This will help to ensure that you are providing concrete examples, rather than making general statements (e.g. instead of saying “I work well within a team….” you can say “I worked well with a team when….”).
• The statement “See C.V.” will not be accepted.


** Online competencies evaluation **

When completing your online application, answers to all pre-screening questions will be used to assess the « Written Communication » competency. Your answers will allow the assessment board to determine if you have this competency and if you will be invited to the next steps in the process. Please note that this competency will also be evaluated throughout the entire duration of this selection process, through all communication exchanges with the committee.

Here are the expected behaviors for the written communication competency:
• Clearly presenting ideas using language adapted to the reader
• Briefly and concisely addressing topics
• Developing ideas and presenting them in a logical sequence
• Information provided/presented is accurate and complete
• Grammar, spelling and punctuation are correct and appropriate

Please note that the pool could be used to fill similar positions with various language requirements, various security requirements, various conditions of employment, various operational requirements, various organizational needs or various durations (interims, determinate or indeterminate periods, assignments, secondment periods, deployments, occasional contracts) within Service Canada – Quebec Region.

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

ED1 - Secondary school diploma or employer-approved alternatives:

• 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.

** Applicants with a foreign degree are required to provide proof of Canadian equivalency at any requested time during the selection process. Candidates must therefore be in possession of their document at the time of application and throughout the duration of the process.

Degree equivalency

EXPERIENCE

EX1 - Significant* experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

EX2 - Significant* experience in using various computer softwares for example: word processing, spreadsheets, internet navigation and e-mail.

* "Significant" refers to an experience acquired over a period of approximately six (6) months or more.

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

Bilingual - Imperative (BBC/BBC)
OFFICIAL LANGUAGE COMPETENCY

We are looking for agents with excellent communication skills in both official languages. The Selection Committee therefore reserves the right to consider all elements included in your application and your profile for evaluation purposes.

Bilingual - Imperative B B C* / B B C*

* Please note that Level C is an advanced level ability to communicate orally in both official languages. Please be aware of the criteria the Public Service of Canada met for the Level C oral proficiency test: https://www.canada.ca/en/public-service-commission/services/second-language-testing-public- service/second-language-evaluation-oral/the-test.html

Information on language requirements

ABILITIES AND PERSONAL SUITABILITY

C1 - Oral Communication
C2 - Written Communication*
C3 - Client Focus
C4 - Verification and Accuracy
C5 - Thinking skills
C6 - Diagnostic Information Gathering
C7 – Reliability

* Please note that the written communication competency will be evaluated throughout the duration of this selection process. The committee can therefore base their evaluation on your answers to the preselection questions, every exchange with the selection committee, including all other forms of written communication.

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

EXPERIENCE

AE1 – Recent and Significant* experience in working as a call center agent.

* "Recent and Significant" refers to an experience acquired over a period of approximately six (6) months or more within the last 3 years.

PERSONAL SUITABILITY

AQ1 – Initiative

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity

OPERATIONAL REQUIREMENTS

• Able to work outside of regular hours on varying schedules, depending on operational needs, which could vary between 7:30 am and 8:15 pm.

• Be available to work overtime if required.

Conditions of employment

Reliability Status security clearance

Other information

ORGANIZATIONAL NEEDS

At Employment and Social Development Canada, diversity is our strength. 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.

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.

For the purpose of establishing a representative workforce, the selection could be limited to candidates who have voluntarily declared (at the time of application) to be:
• member of a visible minority group
• Aboriginal
• people with disabilities
• woman

Assessments will take place during the day, evening or during weekends. Throughout the selection process, it is your responsibility to make yourself available for all testing and interview dates for which you will be invited.

Various assessment tools could be used to evaluate applicants (written tests, interview and/or references).

Please note that the assessments will only be rescheduled under exceptional circumstances with supporting evidence (e.g. medical reason with doctor’s certificate, death in the immediate family, pre- approved travel plans, religious reason, and participation in an assessment for another selection at the same time). Failure to attend the assessments without good reason will be construed as a withdrawal from the appointment process.

To be able to manage the number of applicants in this selection process, our management may choose to use a top-down selection, random selection, or any other additional qualifications as outlined in the statement of merit criteria, in order to determine the number of candidates who will go through the following phase of the assessment. Please note that all information in your profile can be used for evaluation purposes and screening. It is therefore the candidate’s responsibility to ensure that all information indicated on the profile is up to date and accurate.

Candidates from outside the federal public service must pay their travel expenses (including travel expenses for evaluation).

Questions regarding travel and relocation:
https://www.canada.ca/en/treasury-board- secretariat/topics/travel-relocation.html

All communications will be by email. Candidates are responsible for providing accurate and up-to-date contact information. Applicants are strongly encouraged to check their email inbox 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.