Service Canada is hiring officers across the province of Quebec-We look forward to your application!

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 Federal Public Service is stronger and most effective when we reflect the diversity of the Canadian population we serve. Employment and Social Development Canada (ESDC) is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of Canadian society. All candidates who believe they are qualified are encouraged to apply, including Black, other racialized and Indigenous peoples, women, persons with disabilities and persons of the 2SLGBTQI+ community.

📢 INDIGENOUS
Indigenous peoples can simply send us a resume and a short cover letter to the following email address:

📢 Persons with disabilities who can't apply online can contact us to the following email address : . We will contact you as soon as possible.

You will be contacted for further assessment and, if you pass all the stages, you will be qualified in a pool of candidates for the future needs.

Duties

🌠About the positions🌠

The positions available will mainly be in a call center.

CALL CENTER JOBS (Payment Services Officer)
Call center officers provide customer service by telephone to citizens seeking information concerning Employment Insurance and/or Old Age Security and carry out transactions in computerized files.

BENEFITS PROCESSING JOBS (Payment Services Officer, Integrity Services Officer)
These officers process citizen's files for Employment Insurance and/or Old Age Security or conduct verifications for integrity services.

IN-PERSON JOBS (Citizen Services Officer)
These officers work in-person at a Service Canada office and provide customer service to citizens to meet their needs related to Employment Insurance, Old Age Security or Passports.

Work environment

👍 At ESDC, we have been recognized as one of Canada's Top 100 Employers (2023) for the fourth year in a row, Canada's Top Family-Friendly Employers (2022), and the National Capital Region's Top Employers (2022).

Within a few months you can benefit from paid statutory holidays, vacation leave, social benefits, and pension plan!

Paid training will be offered to you. Selected candidates will be required to successfully complete a training and structured learning program followed by exams or a certification for most positions.

The federal public service is transitioning to a common hybrid work model that supports sharing in-person experiences that are essential to cohesive, collaborative and high-performing organization while continuing to provide flexibility to support offsite work. At an individual level, this is captured in annually reviewed work arrangements with the on-going objective to balance operational requirements with employee individual circumstances and work preference.

In the context of Employment and Social Development Canada’s mandate, most positions are identified as either onsite or hybrid (combination of onsite and offsite work). At ESDC, employees who fall within the hybrid work category report onsite a minimum of two days per week (40% of their regular work schedule), as determined by operational requirements.

Intent of the process

✅ The purpose of this selection process is to create a pool of qualified candidates to meet Service Canada’s need to hire new public servants throughout the province of Quebec. This pool could also be used to staff similar positions with various tenures, titles and security requirements within Employment and Social Development Canada.

The positions available will mainly be in a call center. The majority of the positions offered will be fixed-term contracts with the possibility of extension. Casual positions may also be offered.

Assessment priority will be given to people interested in bilingual positions. The second language evaluation will be the first step in the process for candidates applying for bilingual positions.

Employees already occupying an equivalent level position at Service Canada, whether term or indeterminate, and seeking an assignment or deployment, are invited to express their interest in taking on new positions to their manager and to complete their talent management plan.

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:

• Secondary school diploma
or
• An acceptable* combination of education and customer service experience

*Acceptable combination of a minimum of 3 years of secondary school AND approximately 12 months of work experience in a customer service-related field.

Degree equivalency

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

Various language requirements
• French Essential
• Bilingual Imperative BBB/BBB
• Bilingual Imperative CBC/CBC
• 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

ESSENTIAL COMPETENCIES:

Written Communication
Oral Communication
Adaptability
Independent learning
Thoroughness
Applying rules and procedures
Customer Focus
Use of technology

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

ASSET EXPERIENCE:

AE1 Approximately 6 months of work experience in customer service.

AE2 Approximately 6 months of work experience in a call center.

AE3 Experience working in Employment and Social Development Canada or Service Canada.

ORGANIZATIONAL NEEDS:

Employment and Social Development Canada is committed to Employment Equity (EE). In order to achieve a representative workforce, selection may be based on qualified candidates self-declaring as belonging to one or more of the following EE designated groups: Indigenous peoples, persons with disabilities, women and visible minorities. We encourage you to indicate if you belong to one or more of the designated groups by completing the EE section in your application.

Information on employment equity

OPERATIONAL REQUIREMENTS:

Some positions may require to be:
• Willing and able to work overtime as required
• Willing and able to travel as required
• Willing and able to work shift work including days, evenings, nights and/or weekends

While these operational requirements are listed, please understand that overtime and travelling are not necessarily a regular occurrence, and shift work is only required in some positions. Our approach is balanced and reasonable. Our priority is to build a supportive and inclusive work environment and we are open to working with employees to accommodate needs.

Conditions of employment

· Reliability status security clearance - for MOST positions
· Secret security clearance or Enhanced security clearance - for SOME positions

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 contacted and invited to assessments via email. It is imperative that you provide a valid email address that accepts email from unknown users (some messaging systems block these types of correspondence). Candidates are responsible for checking their emails, as well as their junk emails, regularly. In addition, you need to inform us of any changes to your contact information. If you fail to follow these recommendations, you may be eliminated from the selection process.

You have the right to participate in the assessment process in the official language of your choice.

We are actively hiring in many locations across the province of Quebec. PLEASE APPLY ONLY for locations where you have a genuine interest in working and/or where you would be willing to relocate.

✍ WHAT CAN YOU EXPECT FROM THIS PROCESS? ✍
Simple and virtual selection process! If you are successful at the initial screening stage, you will be informed of the rest of the process by email.

Written communication will be assessed in your application (one question to answer).

A supervised online test will be administered.

An interview will be administered.

Reference checks will be conducted.

During the selection process, your general conduct, and communications, including emails, may be used to assess your qualifications.

🚩 It is your responsibility to ensure that your contact information is accurate and up to date before applying. Ensure that your applicant profile is up to date by checking the "Personal Information" section under the "My Account" tab on the Jobs.gc.ca portal. (Name and Identification, Address, Contact Information, Education, Languages, Résumé).

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.