Service Canada - Benefits Officer / Program Officer

Important messages

Do you have excellent customer service skills and want to showcase them? Then this is the perfect opportunity for you to join a first-rate employer!

By joining our team, you will evolve within a dynamic, inclusive and welcoming organization that makes serving citizens its primary mission. Because diversity is our strength, we encourage women, members of the Aboriginal community, people living with disabilities and members of visible minorities to apply! Self-declaring, because your perspective counts!

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.

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 : https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page.html

So do not wait any longer and submit your application now to join our excellent work environment!

Duties

As a Benefits Officer, you will have to provide prompt, courteous and accurate service by contributing effectively to the processing of employment insurance applications. As a constantly evolving organization, we are looking for candidates who are adaptable and flexible in an environment of learning and modernization of service delivery.

Here is a list of tasks you may be asked to perform:

- Gather information from clients and employers to process applications according to procedures and guidelines.
- Make decisions on eligibility and entitlement to benefits by applying applicable legislation, regulations and case law.
- Explain the reasons for acceptance or denial of claims to clients who may be dissatisfied with the decision.
- Respond to enquiries from various stakeholders and the public on various aspects of employment insurance.

As a Program Officer, you will be responsible for, among other things:

- Promote and deliver social development and labour market programs in a manner that is responsive to community needs and government priorities.
- Establish and maintain professional relationships with various community, private and public sector stakeholders to assess their needs in relation to the programs under the responsibility of ESDC.
- Answer questions and communicate appropriately with various community representatives (e.g., employers, citizens, beneficiaries, unions, MPs, etc.) according to the program terms.
- Analyze applications for funding (grants and contributions) and labour market impact assessments under the Temporary Foreign Worker Program to determine their eligibility as per program terms.
- Plan and implement activities to monitor agreements in the various programs using the organization's directives, terms and work tools, and analyze data to draw conclusions.

Work environment

Looking for work-life balance? We are a stimulating organization that offers a healthy and inclusive work environment, flexible working hours and the benefit of currently teleworking.

Following the paid training that will be offered to you and the successful completion of your probation period (this could include passing training exams and post-training follow-up for retention), within a few months you will have paid annual holidays, vacation and pension funds!

Service Canada: For your information, here are the various EI processing centers and Program Branches from which you may be required to perform duties in person, if applicable. However, if you do not live in these localities, other workplaces in the area may be designated.

- Laval (localisation : https://goo.gl/maps/rXtn6sSBxt7B5LUc7)
- Boucherville (localisation : https://goo.gl/maps/rcb7suhwGE9TdNqC7)
- Québec (localisation : https://goo.gl/maps/ExsmXFR6vqB85rd8A)
- Shawinigan (localisation : https://goo.gl/maps/oRzaY1YBhHbooqNb6)
- Thetford Mines (localisation : https://goo.gl/maps/ZHo5TPYLzQq5xavP7)
- Saguenay (localisation : https://goo.gl/maps/6fNGUXCzPUSpqPzdA)
- Montréal (localisation : https://goo.gl/maps/XwNLUayTgdLJuWPH8)
- Drummondville (https://goo.gl/maps/Dc6kdohdp5oStPf37)

Intent of the process

The purpose of this process is to create a pool of qualified candidates to fill positions within Service Canada (Employment Insurance program and Programs) in the Quebec region. We expect to begin hiring in the winter of 2022.

Positions to be filled: 45

Information you must provide

Your résumé.

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

EDUCATION:

• High school diploma or
• A combination of education, training and/or experience to be determined by the hiring manager.

If you were educated outside of Canada, please consult this link:

Degree equivalency

EXPERIENCE :

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

• Experience* in interpreting and applying legislation or policies.

* Experience of approximately 6 months.

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

Various language requirements
- French 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

COMPETENCIES AND PERSONAL SUITABILITY:

• Oral communication
• Written communication
• Thinking skills
• Client Focus
• Reliability
• Interpersonal Awareness (Benefits Officer) and/or Relationship building (Program Officer)
• Decisiveness (Benefits Officer) and/or Diagnostic information gathering (Program Officer)

For Program Officer position:
• Working with others

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

EDUCATION:

• Successful completion of two (2) years post-secondary education from a recognized educational institution (e.g. community college, CEGEP, university).

If you were educated outside of Canada, please consult this link:

Degree equivalency

ASSET EXPERIENCE :

• Experience* in interpreting and applying policies, procedures or legislation in the delivery of Employment Insurance (EI) programs and services in one of the six Service Canada processing centers.

• Experience* in interpreting and applying policies, procedures or legislation in the delivery of the Employment Insurance (EI) programs and services in a Service Canada call center.

• Experience* in delivering services or programs within Employment and Social Development Canada.

• Experience in conducting client interviews.

* Experience of approximately 9 months in the last 3 years.

ASSET ABILITIES :

• Ability to use a computer (this ability could be assessed throughout the selection process at each of the assessment stages).

ORGANIZATIONAL NEEDS:

At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal 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.

Information on employment equity

OPERATIONAL REQUIREMENTS :

Willing and able to work overtime as required.
Willing and able to travel for training purposes.

Conditions of employment

• Canadians trust us with their personal information, so we make sure our employees meet the security/reliability level required for the position.

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

To be able to manage the number of applicants in this selection process, a random selection may be made.

Our messages will be sent to you from the following email address: . Please ensure that you take the necessary steps to be able to receive them.

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

During the selection process, your general conduct and communications, including emails, may be used to assess qualifications and competencies.

Preference

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.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.