Contact Centre Officer (BIS) Inventory

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

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.

Your application in this inventory will be active for 3 months. A notice that your application is about to expire will be posted to the My jobs menu of your account 10 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

❗ 𝐏𝐋𝐄𝐀𝐒𝐄 𝐍𝐎𝐓𝐄: The first pull of applications for this inventory competition will be pulled on June 15, 2023 . Subsequent applications will be pulled if and when required.

Management can decide to access applications at any point so 𝐩𝐥𝐞𝐚𝐬𝐞 𝐞𝐧𝐬𝐮𝐫𝐞 𝐲𝐨𝐮 𝐬𝐮𝐛𝐦𝐢𝐭 𝐲𝐨𝐮𝐫 𝐚𝐩𝐩𝐥𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐚𝐬 𝐬𝐨𝐨𝐧 𝐚𝐬 𝐩𝐨𝐬𝐬𝐢𝐛𝐥𝐞!

You must meet all essential qualifications in order to be appointed to the position. Other qualifications may be a deciding factor in choosing the person to be appointed. Some essential and other qualifications will be assessed through your application. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification. Failing to do so could result in your application being rejected.

When submitting your application to this selection process, you will be required to answer screening questions to demonstrate how you meet the Essential Qualifications (Education and all Essential Experiences) as well as any Asset Qualifications (if applicable).

When answering the screening questions, remember that the assessment board cannot make assumptions about your Education and Experience. It is not sufficient to say that you have the required qualifications or to list your current or past responsibilities. Rather, you must provide concrete examples with significant details to explain WHEN, WHERE and HOW you acquired each qualification. This is similar to what would be expected of you when asked to provide a concrete example of a particular situation in the context of an interview.

Candidates must also submit a resume with their application, which will only be used to validate the information provided in their answers to the screening questions.

Should your responses to the screening questions contain insufficient details to demonstrate that you meet the screening criteria, your application will not be given further consideration in this process. Candidates will not be solicited for incomplete or possible missing information.

Duties

The Canada Border Services Agency (CBSA) is Canada’s second largest law enforcement organization working to protect Canada’s border with over 15,000 employees.

The Border Information Services (BIS) is a contact center that provides information and guidance on CBSA programs, services and initiatives to clients and stakeholders. We provide clients with reliable information in accordance with relevant legislation, polices, guidelines and procedures.

Intent of the process

The intent of this process is to establish an inventory of fully qualified candidates for future needs. The inventory may be used to staff positions on a permanent (indeterminate) or temporary basis (specified period).

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 employer-approved alternatives (see Note).
Note:
The employer-approved alternatives to a secondary school diploma are:
• A satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma; or
• An acceptable combination of education, training and/or experience.
Proof of educational credential that is higher than the education required may be acceptable. For example, proof of a bachelor’s degree may be acceptable when a secondary school diploma is required.

Degree equivalency

EXPERIENCE:
EX1. Experience in using computer applications including word processing and email

EX2. Experience in providing client service

EX3. Experience conducting research, analysis or evaluating information using various sources

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

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

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:
C1. Demonstrating Integrity and Respect

C2. Thinking things through

C3. Working effectively with others

C4. Showing initiative and being action oriented

C5. Dependability

SKILLS & ABILITIES:
A1. Ability to communicate effectively orally

A2. Ability to communicate effectively in writing

A3. Ability to elicit information

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

ASSET QUALIFICATIONS:
AQ1: Graduation with a degree or diploma from a recognized post-secondary institution

AQ2: Experience working in a Contact/Call Center environment providing service to clients by phone and email

AQ3: Experience in interpreting legislation, regulations or directives

ORGANIZATIONAL NEEDS:
The CBSA processes millions of travelers every day – people of all ages, sizes, shapes, backgrounds, and abilities. Consequently, we want to increase the representation of the two employment equity groups: persons with disabilities and Indigenous peoples, in order to maintain a diverse workforce that reflects the population we serve.

As a result, over the next three years, we hope to hire kind and talented individuals from these two communities to make our Agency better. In order to achieve our goal, we may first consider qualified candidates, who have self-declared, when applying, as belonging to the Indigenous peoples or Persons with Disabilities designated groups.

Even though CBSA is under-represented in the mentioned above employment equity groups, we promote employment equity and encourage all candidates to indicate if they belong to one of the designated groups (Women, Visible Minorities, Indigenous or Persons with Disabilities*) when they apply. For information on self-declaration please visit: https://www.canada.ca/en/services/jobs/opportunities/government/self-declaring-government-canada-jobs.html.

*Note that the terms “Aboriginal people”, “persons with disabilities” and “members of visible minorities” are used, to align with the terminology defined in the Employment Equity Act. We understand and recognize that applicants may prefer to use other terms.

OPERATIONAL REQUIREMENTS:
- Willing and able to work variable hours on weekdays
- Willing and able to work weekends and statutory holidays

Conditions of employment

- Reliability Status security clearance
- Willing and able to work overtime when required
- For positions located in Winnipeg, Manitoba: Willing and able to work between the hours of 08:00 to 18:00 (Central time)
- For positions located in Calgary, Alberta: Willing and able to work between the hours of 07:00 to 17:00 (Mountain time)
- For positions located in Saint John, New Brunswick: Willing and able to work between the hours of 08:00 to 20:00 (Atlantic time)

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

Candidates will be required to pay for their own travel related to assessment and successful candidates will be responsible for obtaining their own living accommodations.

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ASSESSMENT
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Candidates must meet all the essential qualifications to be appointed to a position.

You may be assessed using a variety of assessment tools, such as, but not limited to: standardized tests, written exams, interviews, simulation exercises, reference checks, recent and past performance evaluations, self-assessments, candidate achievement record, etc.

Please note that your overall conduct and communications, including email correspondence, throughout the entire process may be used in the assessment of qualifications and competencies.

All written correspondence related to this selection process will be used to assess written communication.

You must provide proof of your education credentials. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information please click on “Degree Equivalency” in the Education section above.

LEAVE/ABSENCES DURING THIS SELECTION PROCESS: It is the responsibility of the candidate to notify the Departmental contact of any pre-approved leave throughout the duration of the process in order to facilitate scheduling of evaluations. One alternate date will be possible only if requested for the following reasons: 1) Medical reasons with doctor’s certificate 2) Death in your immediate family 3) Confirmation of pre-approved travel plans or training plans (made before the advertisement posting date) 4) Religious reasons or 5) Participation in an assessment for another selection process.

Please note that achieving the pass mark on any of the assessments used does not mean you will move forward in the selection process. Management may decide to use a score that is higher than the pass mark on any of the evaluations used throughout the selection process. Management may also decide to use top-down selection at any stage of the process.

Management may choose to invoke an asset(s) at any point of the process.

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OFFICIAL LANGUAGE
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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.

Official language proficiency: due to its unique character, this essential qualification could be assessed and required solely upon appointment. It is therefore the candidate’s responsibility to inform the person in charge of the selection process if he/she obtains the linguistic requirements after the pool has been established. Also, a person who initially failed linguistic testing could be introduced into the pool of qualified candidates during the pool’s validity period if he/she is assessed again through another selection process or following linguistic training.

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COMMUNICATION
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Communication for this process will be sent via email. Applicants MUST check their e-mail accounts frequently as there may be a deadline for responses. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email). Please note that we will have to consider that you are no longer interested in participating in the selection process and that you have withdrawn your candidacy should you not provide us with an up-to-date email address or respond to our communications.

If you need to communicate with us during any stage of this process, please indicate the selection process number in the subject field of your email.

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OTHER INFORMATION
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Acknowledgement of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

Indeterminate employees at the same group and level or equivalent could be considered for deployment. If no deployment is made, applicants from other groups and levels will be considered in the advertised appointment process.

An assignment/secondment or an acting appointment requires approval of your supervisor.

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.