Facilitator *AMENDMENT: CLOSING DATE

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you have a functional limitation / disability, which could affect your performance, give yourself every chance to succeed!

As the objective of this process is to assess qualifications needed for the position(s) to be staffed, let us know about your functional limitation(s) which may affect your participation. Accommodation measures are designed to remove the obstacles without altering the criteria being assessed so that candidates with functional limitations can fully demonstrate their abilities.

If you require an accommodation during any phase of this assessment process, please use the Contact information at the end of the posting to request accommodation. The confidentiality of all information received in relation to your accommodation measure will be ensured and your right to privacy will be protected.

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A preference may be given to members of an employment equity group. The selection could be limited to applicants who self-identify within at least one of the following employment equity groups: Indigenous people, Visible minorities, Persons with Disabilities.

Therefore, we encourage the candidates to self declare by selecting the appropriate box under the Employment Equity (EE) section during the online application process.
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Duties

Your role as a Facilitator: You will have to review and attempt to resolve a high volume of complaints by air passengers against airlines, based on an analysis and thorough understanding of applicable terms and conditions of carriage, legislation, regulations, international conventions and jurisprudence. You will respond to related inquiries from the public, private sector, industry and other governmental entities regarding complaints, standards, practices, issues, trends and the Agency's dispute resolution mandate and processes. In addition, you may be responsible to undertake research and special projects from time to time to facilitate the effective and efficient delivery of the Air Travel Complaints Program.

Work environment

Make a difference by working for Canada’s largest employer: The Government of Canada

Canada’s public service is diverse, innovative, and non-partisan. We are continually engaged in projects and initiatives to improve how we serve Canadians. Together, public servants are making a difference in the lives of Canadians every day. The Government of Canada offers a breadth of rewarding careers in many locations, with great opportunities for learning and development. Whatever you’re passionate about, Canada’s public service has a career path where you can make a difference.

Come work for the federal government’s first independent regulatory body: The Canadian Transportation Agency

An important mission: The Canadian Transportation Agency is a small organization (about 300 people) with an important mission – to advance Canadians’ economic and social well-being by:
• Helping to keep the national transportation system running efficiently and smoothly
• Protecting the fundamental right of persons with disabilities to accessible transportation
• Providing consumer protection for air passengers.

A great place to work:
We are committed to creating a healthy and respectful workplace. Our small size enables us to meet regularly at all-staff events, and encourages dialogue and collaboration – both between managers and employees, and through inter-branch networks and tiger teams. You will have the opportunity to get to know and collaborate with many colleagues across the Agency.

The Canadian Transportation Agency will move into a new workspace with an exemplary work environment in terms of accessibility. We are located in the heart of Gatineau, with easy access to fitness facilities, public transportation and restaurants. We anticipate to offer hybrid working arrangements (in the office and virtual mode) when returning to the workplace.

Intent of the process

A pool of partially or fully qualified candidates may be established through this process to staff future positions (at equivalent level) with various tenures (indeterminate, determinate and acting) with similar requirements, various language requirements and profiles and various security requirements, which may vary according to the position being staffed.

Results of this staffing process may be used for similar positions in the Agency and other departments and agencies in the federal government.

Positions to be filled: 10

Information you must provide

Your résumé.

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

ESSENTIAL QUALIFICATIONS

EDUCATION:
• Completion of post-secondary education for which a diploma was obtained from a recognized institution in a field related to the positions being staffed (e.g., travel and tourism, business, law or social sciences, or another discipline related to the position) or an acceptable combination of education, training and experience.

Degree equivalency

EXPERIENCE:
• Experience conducting research and analyzing lengthy documents and complex information.

• Experience in preparing written documents to report facts, analysis, findings and recommendations (such as but not limited to briefing notes, reports, correspondence).

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

ASSET QUALIFICATIONS

EDUCATION:
• Graduation with a degree from a recognized post-secondary institution in a field related to the position being staffed (e.g., travel and tourism, business, arts, social sciences, law or another discipline related to the positions being staffed).

Degree equivalency

EXPERIENCE:
• Significant* experience working in a position within the federally regulated air industry, or as a travel agent.

• Experience applying air carrier conditions of carriage, legislation or regulations in the context of regulating, delivering, or supporting an air service.

•Experience resolving disputes or supporting decision-makers' resolution of disputes.

*Significant experience means that the candidate has performed duties related to the position and has experience in dealing with a wide range of situations.

ORGANIZATIONAL NEEDS
Canadian Transportation Agency is committed to maintaining a representative workforce reflective of Canadian society. In support of achieving a diversified workforce and our employment equity goals, qualified candidates who self-declare in a staffing process as Aboriginal peoples, persons with disabilities and/or visible minorities may be selected for appointment to fulfill organizational needs, including reducing representation gaps.

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

Various language requirements
Bilingual imperative BBB/BBB to CCC/CCC
English essential
French essential

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 the link below:
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

ABILITIES:
• Ability to communicate effectively in writing.
• Ability to communicate effectively orally.
• Ability to analyze and summarize complex information.
• Ability to complete regular duties, establish priorities and meet deadlines under time and workload pressures.

PERSONAL SUITABILITIES:
• Adaptability
• Judgement
• Initiative
• Effective interpersonal skills

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

OPERATIONAL REQUIREMENTS:
• Willingness and able to work overtime from time to time.

Conditions of employment

Reliability Status security clearance

All employees of the core public administration are required to be fully vaccinated against COVID-19 and attest to their vaccination status unless accommodated based on a medical contraindication, religion, or another 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

On October 6, 2021, the Government of Canada announced details of 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 and it applies to indeterminate (permanent), determinate (term), casual, and student hiring. Should you reach the point in the selection process where it is necessary to verify terms and conditions of employment then the hiring manager or a human resources representative will contact you in order to complete an attestation.

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You will need to provide the following :
• Canadian Citizenship or Permanent resident proof
• School Diploma
• SLE, if applicable
• Reference contact information (including your current Supervisor and past Supervisor)

A written examination may be administered.

An Interview may be administered.

Reference checks may be sought.

Dates and times for the assessments will be determined by the employer. Scheduling of alternative assessment dates will only be considered for religious reasons, death in the family, in cases of serious illness or for a reasonable reason approved by the selection committee. A doctor's certificate or other proof will be required.

All written communication obtained throughout the selection process, from the time of application to close of process, could be used to evaluate the candidate.

Persons are entitled to participate in the selection process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

NOTICE : It is your responsibility, as an applicant, to clearly demonstrate how you meet each factor of the screening criteria (Experience) for all Essential and applicable Asset Qualifications and that adhere to the stipulated format. Please note that it is not sufficient to simply state that the qualification is "met" or to provide a listing of current or past responsibilities. You must provide concrete examples which clearly demonstrate how you meet each factor of the screening criteria (Experience) for all Essential and applicable Asset Qualifications. Failure to do so may result in your application being rejected.

The Asset Qualifications contained in the Statement of Merit Criteria may be used as a screening tool. Candidates must meet all of the essential qualifications to be appointed to a position. A candidate may be appointed to a position even though he/she does not meet any or all of the asset qualifications or operational requirements. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed.

Pass marks will be established for each qualifications. However, achieving the pass mark is not a guarantee of an appointment or that candidates will be put through the next stages of the assessment process. Cut-off scores and/or top-down approach may be used at any stage of the staffing process if there are a sufficient number of candidates to meet anticipated staffing needs.

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.