Client Service Officer positions with Service Canada

Update: Amend Closing Date from June 30, 2022 to September 30, 2022

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

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Do you enjoy helping others? Are you a skilled communicator who is great at problem solving? We are looking to fill a number of positions that will allow you to do all of that and more while making a difference and supporting Canadians through life's big moments.

At Service Canada, diversity is our strength and we value the different perspectives and views that every person brings to our organization. We are committed to building a workforce that is inclusive and representative of the population we serve. This commitment begins with our application and selection process. Persons with disabilities preventing them from applying online are asked to contact 1-800-645-5605.

Our Departmental values guide us in everything we do. Service Canada is seeking candidates who identify with our Departmental values. Candidates are expected to read the Statements of Values in the Values and Ethics Code for the Public Sector prior to submitting an application. (https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=25049)

A probationary period of one year will apply for all initial hires into the Federal Public Service.

NOTE: All parts of the assessment process may be used to assess personal suitability.

Further to changes made to the Public Service Employment Act (PSEA) to address systemic barriers for equity-seeking groups in public service staffing, permanent residents now have the same preference as Canadian citizens when appointments are made through external advertised hiring processes. The following statement replaces the statement in the ‘’Preference’’ section located at the bottom of the job advertisement (i.e. correct statement includes permanent residents):

Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Duties

All of the positions we are looking to fill will allow you to play a key role in the administration of federal benefit programs and services that impact the livelihood of many Canadians. Working conditions require adapting to change, dealing with stress, and having difficult conversations.

We are seeking people who work effectively with people of diverse backgrounds and are dedicated to providing quality client service in a fast paced, high volume environment.

Work environment

We are a stimulating organization that offers a healthy and inclusive work environment. We offer the opportunity to continue to develop your professional skills and engage in learning and advancement opportunities across program areas. An added bonus– following the paid training that is offered, within a few months our employees benefit from paid holidays, vacation, benefits and a pension!

Intent of the process

A pool of qualified candidates will be established for the following positions (full-time or part-time) in the Ontario Region:

Payment Services Officer
Program Services Officer
Passport Officer
Citizen Services Officer
Integrity Services Officer

Candidate names are pulled from the inventory at random based on the hiring location at any given time. Please ensure that you select ONLY the location(s) for which you are available to work.

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

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)

1. Secondary school diploma OR a combination of education, training and/or experience*** OR a satisfactory score on the PSC test approved as an alternative to a secondary school diploma (GIT320);

***An acceptable combination is defined as completion of three years of secondary school and a minimum of three years of work experience.

If you have foreign credentials, please see the information on Degree Equivalency

Degree equivalency

2. Recent* and Significant** experience in using technology (e.g. Microsoft applications (Word, Excel, Outlook, Teams, Skype), WebEx, videoconferencing applications, etc.)

3. Significant** experience in delivering programs or services that require providing information, explanation or clarification to the general public.

*Recent experience is defined as within the last 3 years.
**Significant experience is defined as a duration of 6 consecutive months.

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

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

Note: If you are Bilingual and wish to be considered for both Bilingual and English Essential positions, please indicate both in your application.

BILINGUAL IMPERATIVE POSITION:
To be considered for a Bilingual Imperative CBC/CBC position, you must already have Second Language Evaluation results at the CBC/CBC level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.
To be considered for a Bilingual Imperative BBC/BBC position, you must already have Second Language Evaluation results at the BBC/BBC level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.

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 AND PERSONAL SUITABILITY:

• Ability to communicate effectively and professionally in a team environment and with the public, verbally and in writing (Communication)
• Ability to think critically and make decisions based on available information (Thinking Skills)
• Ability to gather information in order to problem solve and make recommendations to clients or colleagues (Diagnostic Information Gathering)
• Ability to review and verify information with accuracy in a fast-paced environment to support decision-making (Verification and Accuracy)
• Ability to work cooperatively and respectfully, while contributing to team results (Working with Others)
• Ability to effectively respond to clients’ needs through quality service (Client Focus)
• Ability to be punctual and to meet work deadlines (Dependability)
• Ability to demonstrate values and ethics consistent with the Values and Ethics Code for the Public Service (Demonstrating Integrity & Respect)

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

• Experience working in a high-volume client service environment
• Experience interpreting and applying legislation or policies
• Experience in working with client segments including any of the following: Indigenous Peoples, youth, seniors, newcomers, persons with disabilities.
• Ability to perform a range of arithmetic computations quickly and accurately

OPERATIONAL REQUIREMENTS:
• Successful completion of prescribed written tests and post training monitoring.
• Must be willing and able to work overtime as required.
• Must be willing and able to travel for training purposes.
• Must be willing and able to work variable hours.
• Must be willing and able to work shift work.
(As applicable to the position)

Conditions of employment

Reliability Status security clearance - Credit Check

Must be willing and able to work shift work.
(As applicable to the position)

The Policy on COVID-19 Vaccination for the Core Public Administration (CPA) Including the Royal Canadian Mounted Police will be suspended as of June 20, 2022. Federal employees of the CPA will no longer be required to be vaccinated as a condition of employment. This follows a review of the current public health situation, notably the evolution of the virus and vaccination rates in Canada.

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

In order to achieve a representative workforce, selection may be based on qualified candidates, self-declaring as being a member of one or more of the following Employment Equity (EE) groups: Indigenous Peoples, persons with disabilities, women and visible minorities.

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.