Support Canada’s Veterans by becoming an NCCN Analyst!

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 National Client Contact Network (NCCN) is expanding our potential talent pool by reaching outside our usual operational sites which includes Halifax, Montreal, Kirkland Lake, Winnipeg and Vancouver, by recognizing the changing work environment. As such, we are supporting work arrangements which could include:
- On-site work arrangements
- Hybrid schedules
- Virtual work arrangements (including telework)

VAC will maintain these arrangements while respecting our client needs and managing time zones.

🌟Diversity and Inclusion is important to us at VAC!

Veterans Affairs Canada is committed to building a diverse workforce that is representative of the Canadian population through equitable and accessible employment practices. We strive to achieve an inclusive and open work environment that embraces a variety of perspectives where accessibility is a central pillar to all. These qualities help us make a positive impact in the lives of our increasingly diverse clientele, in a workplace where everyone’s contributions are valued.

Veterans Affairs Canada is seeking talent from a wide range of communities, identities, and backgrounds. We value the experience of diverse groups of women, men, and gender diverse people. Using a Gender-based Analysis Plus lens, we recognize that there are multiple characteristics that intersect and contribute to our social and professional identity. These include race, ethnicity, religion, age, mental or physical disability, sexual orientation, education, veteran status, and more. The interaction between these factors has a positive influence on how you, as an employee, help us develop, implement, and deliver the services and benefits we provide. We are committed to establishing a workplace culture that is accessible by design to ensure that all employees are fully supported to flourish in their roles.

🌟Work Environment
Don’t miss the opportunity to work with one of the Top 100 Employers in Canada according to Forbes Magazine 2021!

As an employer of choice, we offer our employees a competitive salary, generous vacation, paid leave for family and health, comprehensive benefits, and an attractive pension plan. We have quickly adapted to the new reality and the majority of our employees are currently working remotely from their home. While working remotely is not yet widely solidified as a permanent solution, it is currently part of our work environment. Employees can expect to work on site, remotely or with combination of both depending on the organizational needs at the time of hiring and as we evolve.

📢Ready to Apply? Here’s how to do it! 📢

1. Click on - apply online - at the bottom of the screen!

2. Give yourself the best chance to succeed! If you require any assistance, or for information on how to apply in an alternate format due to a disability, please contact the email address indicated in the "Contact information" section below prior to the Closing Date.

3. You will be prompted to answer questions concerning the essential education and experience qualifications and, other qualifications.

4. Please note that your ability to communicate in writing will be assessed throughout your on-line application.

5. Tips for responding to questions:
▶ When responding please clearly demonstrate how, when, and where each qualification was met and provide examples.
▶ 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.
▶ Each example should include when the example took place, background of the situation, what you did, how you did it, what your role was in the situation, and what was the outcome.

Duties

Employees of the VAC National Contact Centre have the opportunity to speak with Canada’s Veterans, answering questions on the topics that matter most to them. The VAC Contact Centre boasts a collaborative, respectful and inclusive team environment with constant opportunities to learn and develop. Day to day tasks include:
• Interacting with clients via telephone to provide accurate information regarding program policy and legislation.
• Demonstrating professionalism and empathy when communicating with clients in sensitive situations, such as crisis
• Providing advice and guidance on the processes, procedures, and requirements related to specific programs and services.
• Using a combination of systems to access information efficiently and effectively.
• Participating in the workplace quality assurance program.
• Consistently learning and implementing new procedures and processes.

Intent of the process

The intent of this process is to create a pool of candidates to fill similar or identical positions with various language and security profiles, durations (term, indeterminate, assignment, acting appointment and deployment) and conditions of employment in Veterans Affairs Canada.

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

An acceptable combination is defined as a high school equivalency diploma (GED) or one year of work experience in a related field.

Degree equivalency

Experience:
EX1 - Experience in providing client or customer service in person or by phone for approximately 1 year.

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

Various language requirements
English Essential
French Essential
Bilingual Imperative CBC/CBC
Bilingual Imperative CCC/CCC

Information on language requirements

Competencies:
C1 - Demonstrating integrity and respect.
C2 - Thinking things through.
C3 - Working effectively with others.*
C4 - Showing initiative and being action-oriented.*

*Please note: These competencies will be assessed within the application.

Abilities:
AB1 - Ability to communicate in writing.**
AB2 - Ability to communicate orally.
AB3 - Ability to multitask.
AB4 - Ability to deal with difficult situations.
AB5 - Ability to summarize large amounts of information.

**Please note: This ability will be assessed within the application.

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

AED - Degree or diploma from a recognized post-secondary institution.

Degree equivalency

AQ1 - Experience working in a call/contact centre.
AQ2 - Experience as a member of the Canadian Armed Forces (CAF).
AQ3 - Experience working with the clients of Veterans Affairs Canada.
AQ4 - Experience using various computing programs such as word processing, spreadsheet software and emailing applications.

The Public Service of Canada is committed to building and maintaining 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 Indigenous person, a person with a disability or a member of a visible minority group. Qualified candidates who self-declare as members of one or more of Employment Equity groups (Indigenous peoples, Persons with a Disability, Visible Minorities, and Women) may be considered and/or selected for appointment to fulfill the organizational needs.

Operational Requirements:
Be willing and able to work overtime on short notice.
Be willing and able to work Monday to Friday, with hours falling from 7:00 a.m. to 6:00 p.m.
Be willing and able to answer incoming phone calls while wearing a headset for prolonged periods, and work in an environment that contains background noise and constant exposure to a computer screen.

Conditions of employment

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

📢 Assessment Format 📢

Step 1: Online application questions
▶ When you apply for this process you will be assessed on most essential merit criteria (education, experience and competencies) by the answers you provide in your online application. As a result, please ensure you allow yourself a significant amount of time to complete this application.
▶ You must meet the essential education and experience qualifications to move forward to the assessment phase.

Step 2: Assessment
▶ You are entitled to participate in the appointment process in the official language of your choice, and you will be asked to indicate your preferred official language of correspondence in your application.
▶ A written exam and/or an interview may be administered.
▶ Reference checks, as well as reviews of past performance appraisals, may be conducted.
▶ You will be asked to provide proof of education credentials at a later date.

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.

Please Note: 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.

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.