Program Generalist and Program 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

Job Bank is recruiting! Job Bank offers a wide variety of unique career opportunities and prioritizes advancement and professional development. Employees have the opportunity to join employee-lead networks, participate in on-the-job training and access other career development tools and programs to continuously progress on a professional and personal level

***Written communication is being evaluated throughout the process (the answers you will provide to the screening questions, exchanges and emails).

You are already a Federal Government employee at the AS-02/PM-02 group and level or equivalent? Your application may be considered for deployment opportunities.

Duties

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.

This position may require the use of a headset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

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

Work environment

These positions are in a process center and call centre located in Gatineau, Québec.

The work environment is attractive to people who are:
• highly motivated
• quick learners
• quality oriented
• customer focused, and
• able to thrive in a fast paced, high volume environment

Intent of the process

The intent of this process is to staff current and future vacancies. A pool of fully qualified candidates will be established and could be used to staff identical or similar position with various tenures within ESDC in the National Capital Region.

These positions are in a process center and call centre located in Gatineau, Québec.

Positions to be filled: 1

Information you must provide

Your résumé.

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

Education

A secondary school diploma or employer-approved alternatives.

Accepted Alternatives: A satisfactory score on General Intelligence Test 320 GIT-320 the Public Service Commission test approved as an alternative to a secondary school diploma.

Degree equivalency

Experiences.

Experience following procedures or policies.

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

Bilingual - Imperative (CBC/CBC)

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

Abilities/Skills

A1. Ability to communicate effectively orally.
A2. Ability to communicate effectively in writing.
A3. Ability to effectively and efficiently use search engines such as Yahoo, Google or Bing.
A4. Ability to use computer applications, such as MS Office.
A5. Ability to offer client service, including obtaining information and providing explanations.
A6. Ability to perform diagnostic information gathering.*

* The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skilled questioning to draw out the information needed.

- Identifies optimal information sources.

- Quickly identifies the specific information needed to clarify a situation or to make a decision.

- Gets more complete and accurate information, by checking multiple sources.

- Probes with tact and diplomacy to get the facts, when others are reluctant to provide full, detailed information.

- Makes effective use of time when gathering information.

- Knows when to seek expertise to obtain information or to clarify a problem.

Personal Suitability

PS1. Thoroughness
PS2. Adaptability
PS3. Results Orientation*

* Focusing on the desired end result of one’s work or that of a group; setting challenging objectives, focusing effort on them and meeting or exceeding them.

- Sets and achieves challenging goals.

- Sets clear goals and objectives for meetings and projects.

- Maintains commitment to goals in the face of obstacles and frustrations.

- Finds or creates ways to measure performance against goals.

- Exerts sustained effort to accomplish something.

- Demonstrates a strong sense of urgency about solving problems and completing tasks.

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

Experience

Experience analysing information from a number of sources and making sound decisions.

Work experience in a call center environment.

Conditions of employment

Reliability Status security clearance

CONDITIONS OF EMPLOYMENT

May be required to work overtime on a short notice.

In order to meet operational requirements, working hours are between 7:30 a.m. to 18:00 p.m. Eastern Standard Time.

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

An interview will be conducted.

One or more electronic exam may be administered.

Reference checks may be conducted.

-----------------------------------------------HOW TO APPLY?----------------------------------------------

Please make sure to read all points listed below, given that this section contains important information about the application process.

The Cracking the Code video helps people who are looking for a new career with the Government of Canada to navigate the application process step by step

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Application
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You may save your application as a draft and return to it at a later date. Your application must be completed and submitted in order to be considered. Partially completed applications, or those in draft cannot be considered. You can make modifications to your submitted application at any time, but once your application has been selected for screening, you will no longer be able to make modifications and your submission will be considered final.

You are entitled to participate in the appointment process in the official language of your choice.

It is your responsibility to provide appropriate examples that illustrate how you meet each essential qualification. Failing to do so could result in your application being rejected.

Resumes may be used as a secondary source to validate the education and the experiences described in candidates’ answers to the pre-screening questions. Failure to provide this information in the requested format will result in your application being rejected.

PRE-SCREENING QUESTIONS: The pre-screening questions MUST be completed when applying for this selection process. It is your responsibility as a candidate to answer these questions explaining and substantiates in detail: HOW, WHERE and WHEN (MM-YYYY to MM-YYYY) you meet each of the essential qualifications and asset qualifications (for education and experience). It is not sufficient to only state that the qualification is met or to provide a listing of current or past responsibilities. You must provide concrete examples, which illustrate how you meet each qualification.

Advice: Please make sure to detail your experiences in your responses. Do not assume that the screening committee has prior knowledge of your history.

Please do not use statements such as: “See my résumé”, “I have 5 years’ experience in the field”, “I acquired this experience working at XYZ Store”, “I meet this qualification” or similar statements; as these will not be accepted. Candidates will not be solicited for incomplete or missing information.

Lack of concrete examples and details may result in your application being rejected.

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Assessments
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Candidates must meet all the essential criteria in order to be appointed. However, applicants may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

Please note that asset qualifications, top-down and/or random selection may be used at any stage of the assessment process to identify which applications will be given further consideration.

What is a top-down selection? It is where only the top scoring candidates will be invited to the next stage of the assessment. Please note that different pass marks and cut-off scores can be used at various stages of the assessment process. Candidates who attain the pass mark might not be further considered in the process if they do not achieve the cut-off score.

We ask for your collaboration to ensure an efficient process but we will also try to provide some flexibility to candidates as to where and when the assessments could occur, and the assessments will be done on an ongoing basis. Please note that testing may be administered during the day, evenings and/or weekends. We will not consider requests for rescheduling beyond the reasons we will outline to candidates. Candidates who do not respond to inquiries from the assessment committee by the required deadlines or fail to attend/complete the assessment without good reason may be eliminated from further consideration.

At the time of assessment, proof of Canadian Citizenship and proof of education will be required. A security check may also be administered during assessment.

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Communication
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Acknowledgment of receipt of applications will not be sent.

PLEASE NOTE: We will be contacting candidates via email including invitations for evaluations. Candidates are responsible for providing a valid email address that accepts email from unknown users (some email systems block these types of email). It is your responsibility to check both your jobs.gc.ca account and email account regularly to ensure that you do not miss any opportunities. Make sure to also check your junk mail folder. It is entirely your responsibility to inform us of any changes to your contact information.

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Bilingual Positions
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The positions to be staffed are Bilingual Imperative, hence you must be willing to undergo Second Language Evaluation testing OR you must already have Second Language Evaluation results (proof will be required).

If you have undertaken Second Language Evaluation by the PSC, you can obtain a copy of the SLE results, by requesting it at the following website: https://www.canada.ca/en/public-service-commission/corporate/about-us/contact-us.html#sle

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

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.