Complaint Resolution Officer *AMENDMENT: CLOSING DATE

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

Having the mission to protect the rights of people who require accessibility measures in transportation services, we are committed to creating 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!

Duties

Are you a person that values rights and procedural fairness? Do you enjoy working on emerging and complex issues?

The Canadian Transportation Agency is introducing a new position, that of Complaint Resolution Officers. As a Complaint Resolution Officer, you have a hands-on impact by analyzing and resolving air travel complaints filed by passengers. This is a unique role in upholding the rights and responsibilities of both passengers and airlines. The Resolution Officer will directly contribute to ensuring Canadian air travelers rights as they consider the applicable facts, circumstances, laws and regulations when resolving air travel complaints. Resolution Officers will informally assist passengers and airlines to negotiate a settlement, and can also issue decisions that are binding on both the passenger and the airline. This position requires strong verbal, analytical and writing skills. Orientation and training will be provided.

Work environment

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

An important mission: The Canadian Transportation Agency is a small organization (about 400 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 travelers.

A great place to work:
We are committed to creating a healthy and respectful workplace. Our small size 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 has a new workspace reflecting high standards of accessibility. We are located in the heart of Gatineau (60 Laval), with easy access to fitness facilities, public transportation and restaurants. We offer hybrid working arrangements (a mix of in-office and virtual work) in our new building. When appropriate, the possibility for telework is dependent on the position, residential location of the employee and operational requirements. Flexible work arrangements may be discussed with the manager at the time of hiring.

Intent of the process

A pool of partially or fully qualified candidates may be established through this process to staff future positions with various tenures (indeterminate, determinate, deployment, acting, and assignment/secondment) 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: 100

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 degree from a post-secondary institution with an acceptable specialization in a field related to the duties of the position or an acceptable combination of education, training and experience.

Degree equivalency

EXPERIENCE:
Experience analyzing complex* information to present recommendations or render a decision or conclusion.

Significant** experience drafting formal reports, briefing notes or decisions.

Experience in interpretation or application of legislation or regulations.

NOTES:

*Complex is defined as including the following characteristics: multidimensional, multiple or conflicting information to be analyzed.

**Significant means that candidates have experience preparing a variety of written documents for approximately one (1) year.

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

EDUCATION:
Law degree from a recognized university (LL.B., J.D., B.C.L.)

Master's degree from a recognized university in a field related to the duties of the position (e.g. economics, social sciences, law, commerce, finance or sciences).

Degree equivalency

EXPERIENCE:

Experience as a decision-maker in an administrative tribunal or court of law.

Experience presenting cases in support of an administrative tribunal or court of law.

Experience working in the public or private air transportation sector.

Experience in resolving air travel complaints between airlines and passengers.

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

Various language requirements

Information on language requirements

KNOWLEDGE:

Knowledge of the legal standards applicable to air travel complaints (e.g., air carrier tariffs, the Air Transportation Regulations, the Air Passenger Protection Regulations).

COMPETENCIES:

Effective interpersonal relationships.
Showing initiative and being action-oriented.
Judgement.
Reasoning.

ABILITIES:

Ability to analyze information, develop options and recommendations.
Ability to communicate orally.
Ability to communicate in writing.
Ability to manage and prioritize multiple activities under tight deadlines in a high-volume environment.

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

OPERATIONAL REQUIREMENTS:
Willingness and ability to work overtime, as required.
Willingness and ability to travel occasionally.

Conditions of employment

Reliability Status security clearance

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

Reference checks may be sought.

An interview may be administered.

A test may be administered.

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

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

You must provide proof of your education credentials.

Persons are entitled to participate in the appointment process in the official language(s) of their choice.

VERY IMPORTANT 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 "meet" 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.

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.

Communication for this process will be sent via email. 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, including users from outside the Public Service (some email systems block these types of email).

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 (for internal candidates).

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

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.

All of the information collected during the selection process, including behaviour and communication, from the time of application until the end of the process, may be used to evaluate candidates.

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.