Citizen Services Officer (Inventory)

Important messages

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.

APPLICATION INFORMATION:

Only on-line applications through the Public Service Resourcing System will be accepted. To submit an application on-line, please click on the button "Apply Online". Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.

Applicants must complete the Screening Questions section of the application for the essential qualification and if applicable, for the asset qualifications. Failure to complete the questions or to provide concrete examples that illustrate how you meet the qualifications will result in your application being rejected.

Please note that candidates (including employees of the Federal Public Service) will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, candidates will be responsible for travel costs.

Assessment will occur on an ongoing basis and may take place during the day, evening or weekends. Failure to attend assessment may result in the rejection of your candidacy.

If candidates are pulled from this inventory and are unsuccessful, their application will not be given any further consideration. We encourage candidates to continue to consult the other external job opportunities posted by the Public Service Commission of Canada at following address:
http://jobs-emplois.gc.ca/index-eng.htm.

This inventory advertisement may also be used for casual employment. Casual employment is a temporary form of employment for a maximum of 90 working days per department in a calendar year. A casual worker may not apply to internal job opportunities.

Duties

Responds to questions from clients on programs and services and provides value added information, advice and guidance on program and service requirements.
May travel to offer regular or occasional outreach to remote locations.
Conducts fact-finding with clients, assesses and decides on which service offerings and/or information to provide, including other federal, provincial, municipal governments and other community organization services/benefits.
Determines the need for more in-depth interventions by program/service specialists.
Provides guidance on the use of the Department's and partner's navigation and self-service tools; responds to common questions on the capability of electronic service channels; provides assistance with electronic exchanges; and promotes and encourages citizens to access and use these electronic service channels.
Verifies and authenticates client identity and/or supporting documentation; receives and processes fees for service and other payments; and processes and generates certificates, permits and similar documents for other service offerings within established guidelines.
Receives and processes requests from clients to change information; clarifies discrepancies; and amends the database(s) or refers information to partners accordingly.
Receives, screens and forwards applications and supporting documentation on behalf of the Department and its partners; and explains where and how the client can follow-up on the status of their requests.
Administers oaths, and takes and receives affidavits, declarations and affirmations.

Work environment

The work environment will be attractive to people who are:
. highly motivated
. quick learners
. quality-oriented
. customer-focused
. able to thrive in a fast-paced, high-volume environment

We are looking for candidates who possesses and demonstrate:
. strong communication talents
. excellent customer service skills
. thinking skills
. information-gathering and computer-keyboarding skills

This position involves prolonged exposure to the public in an open environment with minimal privacy. There is a constant exposure to noise from office equipment, the clients and co-workers. Work conditions require adapting to change, dealing with stress and dealing with potentially frustrated clients.

Intent of the process

The intent is to establish two pools (English Essential and Bilingual Imperative) for current and future Indeterminate, Term and Casual positions. Please note that this process will ONLY be used to staff positions in the following Northwest and Northeast Ontario locations:

1. Thunder Bay
2. Fort Frances
3. Kenora
4. Dryden
5. Geraldton
6. Marathon
7. Kapuskasing
8. Kirkland Lake
9. New Liskeard
10. North Bay
11. Parry Sound
12. Sault Ste. Marie
13. Sudbury
14. Timmins
15. Elliot Lake
16. Espanola

Applicants are encouraged to apply ONLY if they are willing and able to work in or relocate to these locations. Applicants must specify the location(s) for which they are interested in their applications.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

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.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Experience
. Experience in using technology (e.g. e mail, Internet and word processing)
. Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification

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

Various language requirements
. English Essential
. Bilingual Imperative (CBC/CBC)

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

Education
A secondary school diploma or a satisfactory score on the General Intelligence Test 320 (the PSC test approved as an alternative to a secondary school diploma).

Degree equivalency

Abilities and Personal Suitability
. Communication (oral)
. Communication (written)
. Thinking Skills
. Verification and Accuracy
. Diagnostic Information Gathering
. Client Focus
. Interpersonal Awareness
. Dependability

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

Asset Qualifications

. Using Technology
. Ability to speak proficiently in one of the First Nation Languages: Ojibway, Oji Cree or Cree

Operational Requirements
. Willing and able to travel to and work at the service area's alternate locations and to alternate points of service, based on operational requirements
. Willing and able to work overtime as required
. Willing and able to travel for extended periods for the purpose of training
. Willing to travel to small remote communities

Conditions of employment

Reliability Status security clearance - Reliability Status and Credit Check

Other Conditions of Employment
. Willing and able to travel for training purposes
. Willing and able to work overtime, as required
. Willing to travel within Northern Ontario Service Area to alternate service locations
. Required to provide outreach services to remote sites within Northern Ontario Service Area

Other information

ACKNOWLEDGMENT OF RECEIPT OF APPLICATIONS WILL NOT BE SENT. WE WILL ONLY CONTACT THOSE CANDIDATES SCREENED INTO THE PROCESS.

Communication (including invitations for assessment) for this process will be sent by email. It is the responsibility of the Applicant to ensure accurate contact information is provided and updated as required. Applicants who apply to this selection process must include an email address that accepts email from unknown users (some email systems block these types of email). Applicants are strongly encouraged to check their email on a regular basis.

Candidates are entitled to participate in the appointment process in the official language of their choice.

A variety of assessment tools may be used (written examination, Public Service Commission tests, interview in person, by telephone or by videoconference and/or reference checks).

At the time of assessment, proof of Canadian Citizenship and at least 2 work references will be required. A security check may also be administered during assessment.

A random selection and/or top down selection may be used at any point during the assessment process.

To be considered for a Bilingual Imperative CBC/CBC position, you must already have Second Language Evaluation results at the CBC/CBC level (proof will be required) OR you must be willing to undergo a Second Language Evaluation.

Candidates must meet all of the essential qualifications to be appointed to a position. A candidate may be appointed to the position even though he/she does not meet any or all of the asset qualifications, organizational requirements, or operational needs. However, meeting these criteria is desirable and may be used as a deciding factor in choosing the person to be appointed.

The Public Service of Canada is committed to building 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 Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.