Inquiries Agent

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.

Resumes will be used as a secondary source to validate the experience and education described in the screening questions.

INSTRUCTIONS

When recording your examples, be sure you:
• Provide concrete, specific examples of actions that speak directly to the experience sought.
• Choose examples with sufficient complexity, impact and degree of difficulty that will allow you to illustrate to what extent and depth you have shown the behaviours expected for each qualification.
• Focus on what you did. In referring to an experience achieved in the context of a team, set your role apart from the role(s) of others.
• Please describe the achievements in the past tense. This will help to ensure that you are providing concrete examples, rather than making general statements (e.g. instead of saying “I work well within a team….” you can say “I worked well with a team when….”).
• Use action verbs when describing your experience i.e. lead, managed, organized, planned, prepared, informed, determined, etc.
• Provide all examples in sentence format.
• Each example must include when the example took place, background of each situation, what you did, how you did it, what your role was in the situation, and what was the outcome.

FOR EACH EXPERIENCE CRITERIA, please provide the following MANDATORY information:

1 - Name of the department or organization where the experience was acquired;
2 - Title of the position occupied and duration for which you exercised the functions; and
3 - Specific details of tasks or projects demonstrating how the experience was acquired.

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.

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: Number to be determined

Information you must provide

Your résumé.

Contact information for 2 references.

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

Education:
ED1 - A secondary school diploma or an acceptable combination of education, training and/or experience*.

*Acceptable combination of education, training and/or experience is defined as completion of two years of secondary school education and a minimum of two years of experience providing service to clients.

Degree equivalency

Experience:
EX1 - Experience providing service to clients.
EX2 - Experience processing* electronic inquiries.

*Processing is defined as routing and monitoring inquiries as well as collecting and distributing information.

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

Various language requirements
English Essential
Bilingual Imperative BBB/BBB

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:
AB1 - Ability to communicate effectively orally.
AB2 - Ability to communicate effectively in writing.
AB3 - Ability to problem solve.*

* This ability will be assessed through the online application and a response is MANDATORY. Candidates must also provide the name and contact information of a reference person who can validate their answer.

Personal Suitabilities:
PS1 - Effective interpersonal skills.
PS2 - Results Oriented.*
PS3 - Client Service Orientation.

* This personal suitability will be assessed through the online application and a response is MANDATORY. Candidates must also provide the name and contact information of a reference person who can validate their answer.

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

Asset Qualifications (Education):
AED1 - Successful completion of post-secondary school diploma (includes community college, CEGEP, technical college or university).
AED2 - Successful completion of post-secondary school diploma (includes community college, CEGEP, technical college or university) with specialization in a health-related or social work field.

Degree equivalency

Asset Qualifications (Experience):
AEX1 - Experience working in the Service Delivery Branch at Veterans Affairs Canada.
AEX2 - Experience using Veterans Affairs Canada’s Client Service Delivery Network (CSDN) system.
AEX3 - Experience using Microsoft Office including Word, Excel, PowerPoint and Outlook or similar software.
AEX4 - Experience researching and reviewing client files for client information in a health-related or social work field.
AEX5 - Experience as a member of the Canadian Armed Forces.

Operational Requirements:
Overtime may be required.
Availability and willingness to work a predetermined work schedule between the hours of 7:00 a.m. and 6:00 p.m.

Conditions of employment

Reliability Status

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.

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.

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.

Asset criteria, pre-screening questions, or depth and breadth or relevancy of experience may be utilized by the hiring manager as a strategy to manage volume at any time during the process, and may be factor(s) used to identify a candidate for an appointment.

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.

An interview and/or written exam may be administered.

Reference checks may be sought. The Assessment Committee reserves the right to contact references other than those provided by the candidates (within the Public Service only) in order to adequately assess the candidates.

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.

Indeterminate employees at the same group and level or equivalent may be considered for deployment.

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.

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.