Team Leader & Coach - Learning 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

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience qualifications and, if applicable, other (nonessential) qualifications.

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. Failure to provide the above information in the format required may result in your application being rejected from the process.

Candidates may not be solicited for incomplete or possible missing information.

All information must be provided through the “apply online” application process. Do not fax, mail, email or drop-off a hard copy application as these will not be accepted. To apply in an alternate format due to disability, you must contact the email address indicated in the "Contact information" section below PRIOR to the Closing Date.

Duties

Join Veterans Affairs Canada and have a positive impact on our Veterans and their families!

Stream 1 – As a Team Leader, you lead and supervise a team of Analysts delivering information to Veterans Affairs Canada (VAC) clients and the public, on all VAC programs, services and benefits. You will monitor and support your staff daily, either in person or virtually. You will be responsible for performance management and evaluation. You will speak with clients in difficult and challenging situations when they are escalated from your staff.

Stream 2 – As a Coach - Learning Officer, you provide coaching, guidance and information regarding Veterans Affairs Canada programs, services, and benefits to a call/contact centre staff. You provide one-on-one and group training to staff. You update and maintain an online portal containing processes and procedures for staff to follow. You work directly with other units within the organization to make sure your unit has the most up to date and accurate information available.

Intent of the process

The intent of this process is to establish a pool of qualified candidates which could be used to staff similar or identical positions with various tenures, workplace arrangements, language requirements, and/or security clearance levels in various Federal Government Departments or Agencies, in various locations.

Positions to be filled: 2

Information you must provide

Your résumé.

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

Education: (Stream 1 & Stream 2)
ED1 - A secondary school diploma or an acceptable combination of education, training and/or experience.

An “acceptable combination” is defined as a breadth and depth of experience and training relevant to either of the positions being filled.

Degree equivalency

Experience: (Stream 1 & Stream 2)
EX1 - Experience working within a framework of rules, regulations or policies within an organization or company.
EX2 - Experience working in a client or customer centric environment.

Abilities:
(Stream 1 & Stream 2)
AB1 - Ability to communicate orally.
AB2 - Ability to communicate in writing.
AB3 - Ability to analyze a variety of situations, determine working options, and provide guidance/coaching.
AB4 - Ability to plan, set priorities and meet deadlines.

(Stream 1)
AB5 - Ability to deal with situations of conflict or crisis.

(Stream 2)
AB6 - Ability to develop and provide a targeted (specific to a person) or generic (broad group) training session.

Personal Suitability: (Stream 1 & Stream 2)
PS1 - Judgement
PS2 - Integrity
PS3 - Leadership
PS4 - Interpersonal skills

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

Various language requirements
Bilingual Imperative CCC/CCC
English Essential

Information on language requirements

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

Education: (Stream 1 & Stream 2)
AED1 - A degree or diploma from a recognized post-secondary institution.

Degree equivalency

Experience: (Stream 1 & Stream 2)
AEX1 - Experience in supervising a team.
AEX2 - Experience coaching, mentoring or teaching.
AEX3 - Experience working in a call/contact centre.
AEX4 - Experience working with, advising on or administering programs, services or benefits for clients of Veterans Affairs Canada for at least 6 months.
AEX5 - Experience as a member of the Canadian Armed Forces.

Organizational Needs:
In order to meet the organization's employment equity objectives in support of a diversified workforce, candidates who self-declare as being members of one of the four employment equity groups may be considered first for appointment.

Operational Requirements:
Must be able to work alternative schedules within core hours*.
Must be able to travel (overnight, to other areas across Canada).
Must be willing to work occasional overtime.

*Core Hours are defined as Monday – Friday 7:00 – 18:00 local time.

Conditions of employment

Reliability security

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

It is your responsibility to ensure that your email and contact information are maintained with the hiring board. All communication for this process will be sent by email and it is your responsibility to verify your messages regularly.

Education and Experience factors in the asset qualifications may be used for screening. Applicants should clearly demonstrate on their application if they meet any of the education and experience asset qualifications. Failure to do so may result in the rejection of your application.

One or more asset qualifications may be used during the screening to manage the volume of applications.

Candidates will be asked to provide proof of their education credentials, and proof of citizenship at a later date.

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

Candidates must meet the essential qualifications to be appointed to a position.

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.

An interview and/or written exam may be administered.

Reference checks may or will be sought.

Indeterminate employees at the same group and level or equivalent may be considered for deployment. An assignment/Secondment is a temporary resourcing option. The approval of your substantive supervisor may be required before an offer can be made.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

A new Public Service Commission unsupervised language test of written expression for Levels B or C may be used to assess candidates second language evaluation as part of this process. Link to further information: https://www.canada.ca/en/public-service-commission/corporate/about-us/letters-heads-human-resources/new-psc-unsupervised-test-written-expression-level-b-c-20-10.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.