Client Support Positions

Important messages

Giving you the best chance to succeed!
At Public Services and Procurement Canada (PSPC) we are committed to running inclusive and barrier-free recruitment processes.

If you have a limitation that may impact your performance at any steps of the assessment process (such as during a written test or an interview), you may request an accommodation. Assessment accommodations are designed to remove barriers, and to ensure that candidates with limitations can fully demonstrate their abilities. Should you wish to be accommodated, please direct your inquiry to the contact identified at the bottom of this poster. All information received in relation to accommodation will be kept confidential.

For more information on assessment accommodation visit the following website: https://www.canada.ca/en/public-service-commission/services/assessment-accommodation-page.html

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📢 𝐖𝐇𝐄𝐍 𝐘𝐎𝐔 𝐀𝐏𝐏𝐋𝐘: 𝐅𝐨𝐜𝐮𝐬 𝐨𝐧 𝐬𝐜𝐫𝐞𝐞𝐧𝐢𝐧𝐠 𝐪𝐮𝐞𝐬𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐨𝐧 𝐲𝐨𝐮𝐫 𝐫𝐞𝐬𝐮𝐦𝐞

Screening questions and your résumé will be the first pieces of information we’ll see about you, so be sure to highlight your achievements, and be clear about your experience and education. Recruiters cannot make assumptions about your experience.

▻ Provide ample information about roles you've occupied, projects you’ve worked on.
▻ If you've had a role related to an administrative position or if you've worked in client service, tell us about it.
▻ If you have less work experience, you could include school-related projects or coursework, volunteer work, summer work experience that demonstrate relevant information.

Your evaluation will begin the moment you apply to the process.

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Duties

We are currently recruiting for client support positions. If you are client-service oriented, are focused on collaboration and teamwork and have the ability to adapt to new technology, this type of work may be for you! You could join a team of professionals engaged in making a positive contribution in the Federal Public Service.
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WHAT WILL YOU DO?
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The Document Control Support Clerk (CR-04) duties may include:
> Collect, review, analyze, identify and index incoming/ outgoing documents, electronic images, faxes, emails, voice mail messages or incoming calls and report within appropriate timeframe and initiate the required action.
> Assist the unit in workload management through the revision, tracking and preparation of all requests coming in the assigned unit; determine the nature of the request; respond and/or forward or assign the request to the appropriate destination; update the records case management system and extract reports in accordance with administrative requirements.
> Print, collate, fold and insert standardized communication products for distribution to members as part of the Center's printing requirements; and conduct peer monitoring to ensure quality standards have been met.

The Client Experience Assistant (CR-05) duties may include:
> Respond to client queries to identify and resolve problems; guide client in articulating their information needs; clarify the nature, scope and intent of their service needs; and ensure that these needs are addressed, in particular by providing them with the various communication products.
> Review and maintain related information in the appropriate database systems; quality control and analyze key data to be entered into the systems; seek clarification of discrepancies and ensure the information contained is in compliance.

Work environment

We are One PSPC!

Public Services and Procurement Canada (PSPC) helps the Government of Canada serve Canadians. With a strong focus on quality customer service, we provide innovative common services such as real estate and building management, purchasing, banking, pay and pensions, and translation to other government departments, agencies and boards. By providing these centralized services to departments and agencies, we enable them to focus on what they do best: providing their programs and services to Canadians.

At PSPC, we are committed to achieving a competent, representative workforce that reflects the diversity of the Canadian population. We work hard to create a welcoming, respectful and inclusive workplace through a variety of programs and initiatives. In fact, we have been named one of Canada’s Best Diversity Employers for the fifth year in a row and here is a list of some of our diversity and inclusion achievements:
• five diversity networks;
• a Task Force on Anti-racism, Workplace Culture and Equity;
• a national Reconciliation and Indigenous Engagement Unit;
• an Ombudsman for Mental Health (the first such position within the federal public service);
• an Accessibility Office and;
• a Gender-based Analysis Plus (GBA+) Centre of Expertise.

While many programs and initiatives have already been implemented in line with our commitments to diversity and inclusion, we aim to get better! That's why we invite you to be part of the change by joining an organization where individual differences are recognized, valued and respected. Be part of the solution!

Intent of the process

This process will be used to staff various temporary (casual or term) and permanent (indeterminate) CR-04 & CR-05 positions at the Government of Canada Pension Center located at 1451 Coldery Avenue in Ottawa (Ontario).

This process could also be used to staff similar positions on a temporary or a permanent basis with various linguistic profiles and locations within the Public Service.

Employees of the federal public service may also be considered acting opportunities.

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)

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📢 𝐈𝐟 𝐲𝐨𝐮 𝐡𝐚𝐯𝐞 𝐭𝐡𝐞 𝐟𝐨𝐥𝐥𝐨𝐰𝐢𝐧𝐠 𝐞𝐝𝐮𝐜𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞; 𝐭𝐡𝐢𝐬 𝐣𝐨𝐛 𝐦𝐢𝐠𝐡𝐭 𝐛𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮!
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𝗘𝗱𝘂𝗰𝗮𝘁𝗶𝗼𝗻:
• Secondary School Diploma or equivalent

Degree equivalency

𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲:
• Experience in delivering quality client service
• Experience in the use of various software including: a word processing software, such as Microsoft Word; a spreadsheet application, such as Microsoft Excel; and email, such as Microsoft Outlook

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

Various language requirements
Bilingual (English and French) and English Essential

Information on language requirements

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The following qualifications are essential for all positions. They will be assessed at a later date
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Competency:
Client Service - Level 1 - Delivering high quality client service

Abilities:
• Ability to communicate effectively in writing
• Ability to communicate effectively orally
• Showing initiative and being action-oriented
• Working effectively with others
• Thinking things through
• Demonstrating integrity and respect
• Dependability

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

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📢 𝗧𝗵𝗲 𝗳𝗼𝗹𝗹𝗼𝘄𝗶𝗻𝗴 𝗾𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 𝘄𝗲𝗿𝗲 𝗶𝗱𝗲𝗻𝘁𝗶𝗳𝗶𝗲𝗱 𝗮𝘀 “𝗻𝗶𝗰𝗲 𝘁𝗼 𝗵𝗮𝘃𝗲” 𝗳𝗼𝗿 𝘀𝗼𝗺𝗲 𝗼𝗳 𝗼𝘂𝗿 𝗽𝗼𝘀𝗶𝘁𝗶𝗼𝗻𝘀
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These qualifications are not required for you to be successful in the process. However, because these could be beneficial for some positions, they could be used to select candidates for further assessment; or to select candidates for appointment.

Experience:
• Experience in the administration of pay, pension and/or insurance
• Experience in providing client service by phone

In support of achieving a diversified workforce, consideration may be given to candidates, who, at the time of application, self-declare* as belonging to one of the following designated Employment Equity groups: Women, Indigenous (Aboriginal) Peoples, Persons with Disabilities and Members of Visible Minorities.

* We therefore encourage you to self-declare during the online application process by selecting the appropriate box under the Employment Equity section.

For further details, please refer to the “Other information” section.

Information on employment equity

Conditions of employment

• Reliability Status security clearance
• The normal workday shall be 7.5 consecutive hours, during the hours of operations which are between 6:30 a.m. and 7:00 p.m. Eastern Standard Time. Employees may be required to cover these hours of operations.
• Employees will be required to provide information to clients via the telephone.
• Rotation to different sections within the Government of Canada Pension Center is a condition of employment for this position.
• Some positions require sustained visual attention; walking through buildings for prolonged periods of time; pushing and pulling manoeuvring, loading and unloading carts weighing from 55 pounds to 350 pounds; lifting and carrying items weighing up to 60 pounds and loading and unloading shelves that can be anywhere from floor level to six feet high.
• Be willing and able to work overtime on short notice
• Available to work on-site full-time

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 (https://www.canada.ca/en/treasury-board-secretariat/news/2021/10/backgrounder-covid-19-vaccine-requirement-for-the-federal-workforce.html) 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 (https://www.tbs-sct.gc.ca/pol/doc-eng.aspx?id=32694), 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.

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.