Passport Officer/Citizen Services 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

The Federal Public Service is stronger and most effective when we reflect the diversity of the Canadian population we serve. Employment and Social Development Canada (ESDC) is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of Canadian society. All candidates who believe they are qualified are encouraged to apply, including Black, other racialized and Indigenous peoples, women, persons with disabilities and persons of the LGBTQ2+ community.

Individuals who identify with the LGBTQ2+ community and have any questions concerning their potential candidacy in this selection process are encouraged to send an email to the following mailbox: . This mailbox is confidentially managed by a person of the LGBTQ2+ community.

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ABOUT THE ROLE AND WHO WE ARE
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Are you interested in being a part of a team that is committed to helping people? We are looking for individuals who share our enthusiasm and who are motivated to work collaboratively and strive for innovation to support Canadians. Take advantage of a dynamic opportunity within Employment and Social Development Canada / Service Canada, the second largest federal department. See for yourself how you could contribute to helping our communities in a constant learning environment. (https://www.canada.ca/en/employment-social-development/corporate/portfolio/service-canada.html)

The core mandate of the Citizen Services Branch is to provide accessible programs and services to citizens, businesses and communities. Passport Officers and Citizen Services Officers focus on service excellence; working with clients to provide guidance, information and solutions to enquiries related to Federal Programs such as Passport Services, Employment Insurance, Canada Pension Plan and Old Age Security.

On October 6, 2021, the Government of Canada announced its plans to require vaccination across the federal public service. As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police, federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment. Accommodation requests will be assessed on a case-by-case basis and will be limited to employees who are unable to be vaccinated due to a certified medical contraindication, religion or any other prohibited ground of discrimination as defined in the Canadian Human Rights Act (CHRA).

Duties

Passport Officers and Citizen Services Officers are actively involved in:

• Responding to questions from clients on programs and services and providing information, advice and guidance on program and service requirements.
• Conducting fact-finding with clients; assessing and deciding on which services they are eligible for and/or what information to provide them.
• Verifying and authenticating client identity and/or supporting documentation.
• Applying knowledge of relevant policies and procedures regarding government services.

Passport Officers are responsible for the intake, examination and processing of passport applications.

Citizen Services Officers are responsible for answering enquiries and reviewing applications for various programs and benefits.

Work environment

Work is performed in a public facing office; however, telework/working remotely may be required. Applicants must be willing and able to work in sites accessed by the public and remotely if requested.

Work involves dealing with high volumes of clients in a busy environment.

Intent of the process

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)

This inventory will be used to staff Citizen Services Officer and Passport Officer positions in the Metro Vancouver and the Fraser Valley, including the following locations in British Columbia: Squamish, North Vancouver, Vancouver, Burnaby, Richmond, New Westminster, Coquitlam, Ridge/Meadows, Abbotsford, Chilliwack, Langley and Surrey. Please specify your preferred location(s) in the application.

Pools of fully qualified candidates will be created to staff full-time and part-time positions for a specific period (term), indeterminate (permanent), or casual basis with various language requirements.

This selection process will be used by various hiring managers to fill current and future needs. The intent of this process is to create a pool of qualified candidates at the PM01 level. This pool could also be used to staff similar positions of various tenures (including acting) within Employment and Social Development Canada in the identified geographic region.

Please be advised that should qualified candidates decline offers twice, they will be removed from the qualified pool. Successful applicants must be able to commit to travelling and/or relocating to the chosen location.

Responses to Screening Questions and your resume will be used to assess written communication.

If you are employed at ESDC/ Service Canada, please indicate on your application.

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)

EDUCATION:

Secondary school diploma or employer-approved alternative (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma (GIT-320); or an acceptable combination* of education, training and/or experience).

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

(Must provide proof of education or Canadian equivalency)

Degree equivalency

EXPERIENCE:
Experience* working directly with the general public in person or virtually

*This experience would be defined as performing relevant duties on a regular and continual basis for at least 6 months within the past 3 years.

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

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

Information on language requirements:
http://www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/language-requirements-candidates.html

Second Language Writing Skills Assessment
In order to help you decide to apply for 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:
https://www.canada.ca/en/public-service-commission/services/staffing-assessment-tools-resources/human-resources-specialists-hiring-managers/unsupervised-internet-testing/unsupervised-internet-test-second-language-writing-skills.html

Information on language requirements

The following abilities and personal suitability will be assessed:

Demonstrating Integrity and Respect
Showing Initiative and Being Action-Oriented
Thinking Things Through
Working Effectively with Others
Attention to Detail
Communication

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

OPERATIONAL REQUIREMENTS:
• Willing and able to work overtime as required.
• Willing and able to travel

Conditions of employment

Reliability Status security clearance – some positions may require Enhanced Reliability, Secret or Enhanced Secret security clearance.

Must be fully vaccinated against COVID-19 and attest to their vaccination status or have a supported accommodation measure based on a medical contraindication, religion, or any other prohibited ground for discrimination as defined under the Canadian Human Rights Act

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

Acknowledgment of receipt of applications will not be sent. We will only contact
candidates once screening is completed.

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 assessment, and c) oral assessment.

If you have a disability that requires accommodation during the selection process, please indicate this on your application and/or resume.

Successful candidates must meet and maintain the Conditions of Employment throughout their employment

All communication relating to this process, including email correspondence may be
used in the assessment of qualifications.

Any false and/or fraudulent information may result in:
1. the rejection of your application;
2. not being hired;
3. the revocation of your job in the public service if you have already been hired;
4. the PSC taking any corrective action it considers appropriate; and
5. in the case of fraud, in addition to the above consequences, you may also be
subject to a criminal investigation and found guilty of a criminal offence.

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.