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

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IMPORTANT MESSAGE
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November 12, 2020

Dear Candidates:

The purpose of this is to inform you that a technical error has occurred on the display of the process 2020-CSD-EA-QC-0117952, therefore it will close today, November 12, 2020 at 24:00. This process will be replaced by 2020-CSD-EA-QC-0117952-1 and will be posted tomorrow morning on November 13, 2020.

If you have submitted your application, please be aware that there is no need to reapply and that we will contact you by email with a confirmation of the status of your application. If your application was in progress, we ask that you please reapply to the 2020-CSD-EA-QC-0117952-1 directory again.

We apologize for any inconvenience caused and thank you for your understanding,
Sincerely,

The Assessment Board
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Individuals requiring accommodation and who cannot apply online are asked to call 1-800-645-5605 or contact the assessment board at no lather than the closing date of this job advertisement.

In order to minimize the current risks associated with COVID-19, our tests and interviews could take place through the use of various technologies. The situation will be reviewed according to the evolution of this pandemic.

Duties

Do you want a stimulating job in a constantly changing environment? Do you like working in a team and performing a variety of tasks? Are you energetic and committed to customer service? Join our dynamic and versatile team at a Service Canada Center!

CITIZEN SERVICES OFFICER

The Citizen Services Officer is called upon to serve clients in person at a Service Canada Center. He or she is the intermediary between the provider and the treatment center. On a daily basis, he or she meets a diverse clientele, facing periods of high traffic. The services offered are Passports, Employment Insurance, Old Age Security and Social Insurance Number.The Citizen Services Officer accompanies clients to public computers, over the phone or for interviews. He or she collect the relevant information in order to quickly identify and respond to their needs while applying the procedures and regulations in place. He or she is also called upon to enter data in the client's file and update the client's information. The agent analyzes the customer's request form and makes sure it is completed correctly. He or she must interview the applicant if necessary, make copies of the documents required for their file and send them to the processing center concerned.

Work environment

At ESDC, we are committed to creating a positive and dynamic environment that supports the career aspirations of employees and enables them to use their new ideas and perspectives to make a difference and to surpass themselves.

If you like to make a social difference, this offer is for you!

You will have the opportunity to work for an attractive salary of $ 54,878 to $ 61,379.

You will also be able to take advantage of an employee benefits program (public service health and dental plans) for you and your family, a pension plan, and an employee and family assistance service program.

Intent of the process

The intent is to create a pool of qualified candidates in order to fill Citizen Services Officer and Passport Officer positions. It could be used to fill similar positions within Emploi and Social Development Canada, Quebec region. The length of the opportunity and the linguistic profile may vary depending on the position and operational needs. This process could be carried out in conjunction with other selection processes aimed at staffing similar positions within the Quebec region. For all common essential qualifications, the same assessment tools could be used and the results could be transferable. A separate pool of qualified candidates will be created for each process.

This pool will be used for temporary (term) and / or permanent (indeterminate) fulltime or part-time appointments and could be used to staff seasonal, casual on call and shift positions.

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)

Education: You must clearly indicate your level of education. A certificate of studies will be required during the evaluation stage of the selection process.

Foreign Studies: Candidates with foreign credentials must provide proof of their equivalence in Canada.For more information, visit the Canadian Information Center for International Credentials at www.cicic.ca.

Degree equivalency

EXPERIENCE:

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

AND

Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

ASSET QUALIFICATIONS

EXPERIENCE:

Experience* in providing information or assistance regarding Service Canada offerings

Experience* in providing information or assistance regarding government offerings or programs or service requirements

Experience* in working with client segments including any of the following: Aboriginal people, youth, seniors, newcomers, persons with disabilities

*Your experience will be assessed based on the complexity and scope of the examples you provide. The experience may have been gained both through your studies, work and volunteering.

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

Various language requirements
French essential
Bilingual Imperative CBC/CBC

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)

ORGANIZATIONAL NEEDS

At Employment and Social Development Canada, diversity is our strength. If you are a woman, an Indigenous person, a person with a disability or a member of a visible minority group and you would like to contribute different perspectives and insights, let us know by completing the Employment Equity (EE) section of your application. Members of these EE groups may be appointed to ensure that our workforce is inclusive and representative of the Canadian public we serve.

Information on employment equity

OPERATIONAL REQUIREMENTS:

Willing and able to travel to and work at the service area’s alternate locations and to alternate points of service, based on operational requirements

Willing and able to work overtime as required

Conditions of employment

Reliability Status security clearance

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

We will only accept applications submitted online through jobs.gc.ca. To submit your job application online, select "Apply" below.

Candidates have the right to participate in the appointment process in the official language of their choice.

SCREENING:

For your application to be selected for the next stages of assessment, it is your responsibility to clearly demonstrate that you meet the essential qualifications (education and experience) as well as the asset qualifications. Your resumé will be used only as a secondary source of information. It is your responsibility to provide relevant, concrete and detailed examples of how you meet each of these qualifications. Failure to do so may result in your application being rejected. Information to be provided:

• the name of the employer where the experience was acquired.
• the period of time during which you held the functions (Month / Year to Month / Year).
• the title of the position held.
• sufficiently detailed concrete examples of your tasks and responsibilities

Asset qualifications could be used in the screening process.

To be able to manage the number of applicants in this selection process, the department could choose to use top-down selection, random selection, or other additional qualifications listed in the statement of merit criteria to determine the number of candidates who will proceed to the next assessment step.

Candidates must meet the essential qualifications to be appointed to a position. Candidates may be required to meet asset qualifications or organizational needs depending on the job requirements in order to be appointed.

A written exam may be administered.
An interview may be conducted.
A reference check may be done.

COMMUNICATION WITH CANDIDATES:

All communications relating to this process will be made by email. Applicants are responsible for providing a valid email address and updating their personal information as needed. If special circumstances prevent you from accessing your email, please contact the contact the Assessment Board at .

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.