National Identity Services Officer (*Amendment to closing date)

Update: Please note that the closing date has been amended to:
5 July 2020 - 23:59, Pacific Time

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

You will be required to show how you demonstrate the essential qualifications (i.e. Education, Experience and/or Occupation Certification) for the initial screening through your resume and in answering online screening questions. It is NOT sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Rather you must clearly demonstrate HOW, WHEN and WHERE the qualification was met through substantiation by examples. Information on your described skills, experience, etc. provided in the screening questions should be supported by your resume.

LANGUAGE
Candidates are asked to identify which language they are interested in being assessed for on their application.

Bilingual candidates will be asked to undergo the PSC Second Language Evaluation (SLE) exam or provide valid SLE results. 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.

Please ensure that your information is updated and remains current in your Public Service Resourcing System (PSRS) Applicant Account.

Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users.

Work environment

Please be advised that these positions will be within an inbound call centre environment located in Bathurst, New-Brunswick and St. John’s, Newfoundland and Labrador. This selection process will be used to staff candidates as a National Identity Services Officer within the National Identity Services department (NIDS). NIDS is responsible for the issuance and retention of the Social Insurance Number (SIN) as well as serving and protecting the integrity of the SIN Registry. This department is the foundation for identification and authentication of individuals.

Mandatory training will be provided, allowing you to acquire a comprehensive and up-to date knowledge of the programs and services that we offer within our department.

To excel in this position you must be:
• Highly motivated
• A quick learner
• Quality oriented
• Customer focused
• Able to thrive in a fast paced, high volume environment
• Open to change and able to adapt to change

We are looking for candidates who possess and demonstrate:

• Strong communication skills
• Excellent customer service skills
• Problem-solving skills
• Information-gathering and computer-keyboarding skills

The intent of this position will require the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer monitor.

Work conditions require adapting to change, dealing with stress, and dealing with potentially difficult clients.

Intent of the process

It is the intent to establish a pool of candidates for current and/or future vacancies within Employment and Social Development Canada in Bathurst, NB and St. John's, NL.

This pool may also be used to staff similar positions within Employment and Social Development Canada.

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 (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” 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.

• 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
Experience in using technology (e.g. e-mail, Internet and word processing)

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)

Various language requirements
English Essential
French Essential
Bilingual Imperative: Level BBC/BBC

Information on language requirements

ABILITIES AND PERSONAL SUITABILITY
Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Diagnostic Information Gathering
Client Focus
Interpersonal Awareness
Dependability

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

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

Degree equivalency

EXPERIENCE:
Experience in working in a high-volume client service environment

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

Information on employment equity

Conditions of employment

Reliability Status security clearance

OTHER CONDITIONS OF EMPLOYMENT
Willing and able to work variable hours, including working shift work, and/or part-time or full time hours based on operational requirements
Willing and able to work overtime as required
Willing and able to work full time hours during training period

Other information

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.

When you apply to this selection process, you are not applying for a specific job, but to a pool for future vacancies. Applicants who meet the essential experience and education qualifications will have their application included in the pool for this selection process. As positions become available, the applicants meeting the initial screening requirements identified by the hiring manager may be contacted and referred for consideration. Please ensure that your information is updated and remains current in your Public Service Resourcing System (PSRS) Applicant Account.

All communication relating to this process including e-mail correspondence may be used in the assessment of qualifications.

Candidates must meet all of the essential qualifications noted in the Statement of Merit Criteria to be appointed to a position. A candidate may be appointed to a position even though he/she does not meet any or all of the asset qualifications or operational requirements. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed. Depending on the requirements of the position(s) being staffed from this process, for current or future vacancies, any or all of the asset qualifications, operational requirements, and organizational needs may be applied at the time of staffing. Candidates may be contacted and assessed against these criteria at any time during this process.

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.

Written test(s) may be administered.

Interviews may be conducted.

Reference checks may be sought.

If you do not fully complete the screening questions as instructed, you will be screened out.

Only screened in candidates will be contacted for further assessment.

We will be requesting proof of your education and proof of citizenship. 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.

The client organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System (PSRS).

The following are some of the benefits associated with applying on-line:
• Applicants can create a profile and a resume that can be used when applying for other processes without having to recreate a new application each time.
• Applicants can modify their application/resume at any time BEFORE the closing date indicated on the job advertisement. Applicants can verify the status of their applications, at any time.
• Applicants can be notified electronically of tests or interviews and results. For some jobs, applicants will find important information, namely the job questionnaire and a complete statement of merit criteria that are only available when applying on-line.

All communication regarding this process will be administered via e-mail. It is the candidate's responsibility to provide a valid e-mail address and update their personal information when it changes. If special circumstances prevent you from having access to your email, please contact the assessment committee indicated below.

PLEASE NOTE: Alternative testing dates will be limited and only offered for extenuating circumstances: Illness (a medical certificate will be required) or Emergency circumstances (verifiable). In addition, our intention is to communicate with applicants by e-mail for screening/assessment purposes (including issuing screening results, and sending invitations for written tests and interviews). Applicants who apply to this selection process must include in their application a valid email address and make sure that this address is functional at all times and accepts messages from unknown users.

Work Description is available upon request.

Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

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.