Do you enjoy human interaction? Become a Citizen Services Officer or a Passport Agent!

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.

// Official Languages //

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

// Obligations – Selection process //

Assessments will take place during the day, evening or during weekends. It is your responsibility to make yourself available for all testing sessions and interview dates to which you will be invited to throughout the full duration of the selection process.

*Considering current events, all evaluations will be done electronically as much as possible. The advancement of the process will be adjusted taking into account government policies in place at the time*

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 process at the same time). Failure to attend the assessments without good reason will be construed as a withdrawal from the appointment process.

Duties

// In Passport offices //

You will be an expert of the Passport program.

Specifically, you will have responsibilities such as:

► Examining, verifying and accepting or refusing passport applications.
► Determining the nature of the services to be procured, providing information on passport services and other related subjects to the general public.
► Formulating recommendations on files based on various sources and directing files for investigations where appropriate.

// In Service Canada offices //

You will be a generalist and you will work on various service offers such as passport, social insurance number, employment insurance applications and old age security.

Specifically, you will have responsibilities such as:

► Receiving applications from citizens and determining their needs in order to direct them to the appropriate service sector or to an external resource.
► Accompanying and promoting citizen autonomy in the use and navigation of departmental self- service tools.
► First level examination of information in the citizen's file, clarifying the information and transmitting the data and documentation to the involved partners.

Work environment

► Dynamic and lively
► Focused on employee well-being (generous leaves and benefits!)
► Easy access by several modes of transportation
► A stable daytime work schedule, with the possibility of teleworking
► Many possibilities (special projects, career development and progression)
► Serving the Canadian population

How does all of this sound? Interested?

Are you bilingual?

Do you have a positive attitude?

Do you like working with people?

Then, a Citizen Services Officer position is what you have been looking for!

Here, you will have an impact on the daily lives of countless people.

•Start a new chapter of your life and press on “Apply now”

We are excited to meet you… so are the citizens!

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 within Service Canada's In-Person Service Centers. Please note that the pool could be used to staff similar or alike positions within Service Canada- Quebec Region.

** 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

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)

To be nominated for a position, you need to have all essential qualifications. Other qualifications can be considered in the choice of candidate to be nominated for the position. Some qualifications (essential or not) will be evaluated on your application. You are responsible for demonstrating how you meet each requirement by using relevant examples. Failing to do so might result in having your application rejected.

// EDUCATION //

ED1 - Secondary school diploma or employer-approved alternatives.

Alternatives to education standards: https://www.canada.ca/en/treasury-board- secretariat/services/staffing/qualification-standards/core.html#pm

NOTE: Degree equivalency: Candidates with foreign credentials must provide proof of Canadian equivalency at any time throughout the duration of the process. They must therefore be in possession of their documents at the time of application. You can consult the Canadian Information Centre for International Credentials for further information.

Degree equivalency

// EXPERIENCE //

EX1 - Significant* experience in the use of various technological tools in a work setting (for example: word processing, spreadsheets, internet navigation and e-mail).

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

EX2 - Recent* and significant** experience with client service (internal or external)

OR

in pedagogy or in the aid relationship.

* Recent refers to an experience acquired within the last 5 years.

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

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

Bilingual - Imperative (CBC/CBC)
•Please note that we are looking for applicants with a high level of bilingualism (oral/written).

IMPORTANT - Once the screening is complete, you may be invited to complete the Second Language Oral Proficiency Test. You may be contacted at any time during the process, based on the Public Service Commission of Canada’s availability. Note that a time slot may be assigned to you on short notice.

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 and Written communication
◆ Client focus
◆ Verification and Accuracy
◆ Diagnostic Information Gathering
◆ Working efficiently with others
◆ Reliability

Your written and oral communication skill will be assessed throughout the duration of the selection process. This includes this application and your email exchanges with the assessment board.

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

// EDUCATION //

AED1 - Having a recognized post-secondary diploma.

Degree equivalency

// EXPERIENCE //

AEX1 - Significant* experience in working in a high-volume client service environment with a diversified clientele.

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

// COMPETENCIES //

◆ Initiative and result oriented.

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 REQUIREMENTS //

◆ Willing and able to work from different locations as required.
◆ Willing and able to work overtime as required.

Conditions of employment

Reliability Status security clearance - Applicants must meet the condition of reliability and solvency at hiring and for the duration of their employment.

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

// Candidate Selections and Nominations //

◆ In order to manage the high number of candidates applying for this process, the selection committee may choose to use a top-down selection, random selection, or any other additional qualifications as outlined in the statement of merit criteria, to determine the number of candidates that will go through the following phases of the assessment.

◆ Asset qualifications or organizational needs may be considered when determining the candidate to be nominated.

// Communication //

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.

Unsolicited emails with notices of interest or resumes submitted directly at the email address in Contact Information won’t be answered nor taken into consideration.

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.