PAYMENT SERVICES OFFICER, PROGRAM SERVICES OFFICER AND SERVICE CANADA BENEFITS 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

ESDC/Service Canada touches every Canadian at some point in their lives through our diverse programs and services offered at hundreds of locations across the country. Working for our team is an incredible opportunity to learn, find your career path and help Canadians every day. We were voted one of Canada’s Top 100 Employers for 2020! This is the second year in a row we have won this honour.

Please note that process 2019-CSD-EA-AB-13210 has been closed.  If you wish to be included in this 2020-CSD-EA-WT-0135393 process, you must apply.

Duties

Payment Services Officers and Program Servicers Officers are exceptional individuals who use their excellent thinking skills and client service skills to make a difference in the lives of Canadians. Program Services Officers deliver the Canada Pension Plan or Old Age Security programs, and Payment Services Officers deliver the Employment Insurance program. We contact clients by phone and written correspondence while using various computer systems to maintain workload inventories. Our work has the added challenge of production and quality targets to encourage our success while maintaining service standards to Canadians. You will help clients understand program specific legislation, procedures, and the processes required to receive services and/or benefits. You will use a client focused approach when solving problems and tactfully gathering information that will help you process applications and review continued client eligibility for benefits. Physical and mental efforts are required to sit up for long periods of time while assessing and analyzing information, keyboarding, inputting data, and attending meetings.

A Service Canada Benefits Officer (SCBO) is an exceptional individual who uses their thinking and problem solving skills to make a difference in the lives of Canadians. You will use a client focused approach to analyze and make decisions on complex applications for benefits related to the Canada Pension Plan and Old Age Security or Employment Insurance. Taking into account each unique case, you will think critically and use your sound judgment when interpreting and applying policy and legislation. You will utilize your strong written and oral communication skills to document and explain your decisions to clients. You will be responsive to enquiries from clients and other key stakeholders on all aspects related to benefit entitlement. Physical and mental efforts are required to sit up for long periods while assessing and analyzing information, keyboarding, inputting data, and attending meetings.

Work environment

Our work environment is a vibrant, open concept that encourages collaboration and support among employees. We have social committees, work committees, organized events and many other ways to be engaged.

Employment and Social Development Canada is a large, yet connected organization of people dedicated to our clients and improving service delivery by constantly evolving with changes in technology, procedures and legislation while supporting work life balance.

Work conditions require adapting to change, dealing with a variety of different client situations, as well as potentially receiving calls from angry or upset clients.

The work environment will be attractive to people who are:
. highly motivated,
. quick learners,
. quality-oriented,
. customer-focused,
. able to thrive in a fast-paced, high-volume environment.

We are looking for candidates who possess and demonstrate:
. Strong communication talents,
. Excellent customer service skills, remains calm when dealing with callers,
. Thinking skills,
. Information-gathering and computer-keyboarding skills,
. Passion for helping others.

The Benefits:
We offer a flexible work arrangement along with a comprehensive benefits package to promote healthy and engaged employees. Benefits include: vacation leave, pension, health and dental benefits and support from Management Teams who encourage training and career development.

Intent of the process

The intent of this process is to create a pool of qualified candidates at the PM-01 (Program Services Officer or Payment Services Officer) level, and a second pool of qualified candidates at the PM-02 (Service Canada Benefits Officer) level to staff positions within Employment and Social Development Canada in Edmonton, Alberta.

These pools could also be used to staff similar positions of various tenures within Employment and Social Development Canada in Edmonton, Alberta.

Initially a random selection among applications may be made. Randomly selected applicants will be assessed and those who meet all the essential qualifications will be placed in the qualified pool. Subsequent random selections from the remaining inventory and further assessments may be conducted at a later date, and qualified candidates will be added to the same pool to fill future vacancies.

Please be advised that qualified candidates who decline offers twice, will be removed from the qualified pool.

All appointments and deployments from outside the Public Service are subject to a probationary period of 12 months.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

A covering letter in 400 words (maximum) "Your cover letter (between 200-400 words) will be used to assess two qualifications - "Working Effectively With Others" and "Communication (written)". Please refer to "Other Information" at the bottom for more details. Failure to provide a complete application, consisting of both a cover letter and a résumé, may result in your application being rejected from the process."

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

Various language requirements
English Essential
Bilingual Imperative (CBC/CBC)
Bilingual Imperative (BBC/BBC)

Information on language requirements

EDUCATION:
Secondary school diploma or an acceptable combination of education, training and/or experience.

Note: You will be required to provide proof of education by providing a copy and/or showing the assessment team a copy of your High School Diploma or an official transcript (signed and dated) which clearly indicates the highest secondary school grade successfully completed. If you have completed post- secondary education, such as a degree or diploma, from a recognized post- secondary institution, then proof of completion may also be accepted as proof of education in lieu of a copy of your high school diploma. 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.

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.

Degree equivalency

Common to both (PM01/PM02):
• Showing Initiative and Being Action-Oriented
• Thinking Things Through
• Working Effectively with Others
• Communication

Specific only to Service Canada Benefit Officer PM02:
Decision making
Experience in applying policies, procedures, programs or legislation.

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

At ESDC, diversity is our strength. If you’re a woman, an indigenous 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.

OPERATIONAL REQUIREMENT:
Willing and able to work overtime as required.

Conditions of employment

Reliability Status security clearance
Willing and able to travel for training purposes.

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

COVER LETTER:

Applicants must include a covering letter between 200-400 words that answers the following question to assess Working Effectively With Others, and Communication (Written):

***QUESTION: Our organization places great value and importance on each team member’s ability to work effectively with others in the workplace. Describe a time when you worked effectively with others to achieve a common goal.***

Working Effectively With Others is defined as follows: Employees build and maintain beneficial relationships and partnerships by being open to other’s ideas, goals and perspectives, and appropriately sharing information in order to achieve organizational goals.

Communication is defined as follows: Expressing oneself clearly, concisely and openly, to effectively exchange information and ideas with others, and to demonstrate understanding, respect and appreciation of others’ perspectives.

The work is to be done independently without the help of others.


ESDC is committed to providing a workplace environment that supports productivity and the personal goals, dignity and self-esteem of every employee. In the workplace, you have the right to be treated fairly and with respect, in an environment free of discrimination, harassment and offensive behaviour. Employees will be expected to conduct themselves in a professional manner, being respectful in all interactions and promoting civility in the workplace. The Values and Ethics Code for the Public Sector as well as the ESDC Code of Conduct outline expected behaviours for all staff. Please copy and paste the following link into your browser to view the Code of Conduct:
https://www.canada.ca/en/employment-social-development/corporate/code-conduct.html

Candidates must fully respond to the essential education question in the space provided.

It is imperative that you provide a current email address that accepts email from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is your entire responsibility to inform us at all times of any changes regarding your contact information.

All information obtained throughout the selection process, from the time of application to close of process, may be used to evaluate the candidates.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate on their application their preferred official language for each of the following: a) written correspondence, b) written exam, c) oral interview.

If you require accommodation during the selection process, please indicate this on your application and/or resume.

Proof of Canadian citizenship will be required.

The hiring organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please select the button “Apply Online” below. Persons requiring accommodation 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.