Citizen Services Officer

Important messages

This process is being carried out in conjunction with selection process number: 2016-CSD-EA-QUE-21965. For all of the common qualifications, the same assessment tools will be used. Should you apply on more than one process, you will be assessed for all common qualifications with the same assessment tools that will be applied towards the processes mentioned above. A separate pool of qualified candidates will be established for each process. Please note that the area of selection, the experience and assets might be different from one process to another, so it’s important to demonstrate how you meet the criteria that may be used for pre-screening for each process for which you would like to apply.

Duties

Receives, determines the needs and responds to questions from clients on service offerings and other government services and provides value added information, advice and guidance on program and service requirements.

May travel to offer regular or occasional outreach to closed or isolated remote locations or between offices in the service area to support service delivery.

Offers group information sessions to citizens on service offerings and other government services, including in collaboration with internal and external partners.

Conducts fact-finding with clients, assesses and decides on which service offerings and/or information to provide, including other federal, provincial, municipal governments Citizen Services Officer and other community organization services/benefits. Resolves client issues, where possible, at first point of contact.

Determines the need for more in-depth interventions concerning eligibility and entitlement to benefits, and conducts referrals to program/service specialists as required.

Provides guidance on the use of the Department's navigation and self-service tools; asks and responds to common questions on the capability of various service channels; provides assistance with electronic exchanges; and promotes and encourages citizens to access and use these electronic service channels.

Examines, 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; explains where and how the client can follow-up on the status of their requests.

Identifies potential fraudulent information/activity and refers to appropriate unit for investigation.

Administers oaths, and takes and receives affidavits, declarations and affirmations.

Intent of the process

The pool may be used to fill full-time, part-time, seasonal, on-call or shift-based positions. This pool may also be used to staff similar positions within Service Canada.

Applicants are encouraged to apply ONLY if they are willing and able to work in or relocate to these locations.

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)

EDUCATION:

Secondary school diploma from a recognized institution OR employer-approved alternatives (an acceptable combination of education, training and/or experience).

Degree equivalency

EXPERIENCE:

Experience in the use of technology (e.g. email software, Internet and word processing).

AND

Recent* and significant** experience in delivering services to the general public, involving obtaining and providing information requiring explanation and/or clarification.

*Recent experience: Experience acquired within the 36 months preceding the date of this posting.

**Significant experience: Acquisition of approximately six months of experience (cumulative or non-cumulative).

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

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

SKILLS AND ABILITIES:

Communication (oral) :Ability to express oneself orally in a clear, concise and open manner in order to effectively share information and ideas with others and demonstrate understanding, respect and an appreciation of other people's views.

Communication (written) : Ability to express oneself in writing in a clear, concise and open manner in order to effectively share information and ideas with others and demonstrate understanding, respect and an appreciation of other people's views.

Thinking Skills : Ability to actively and skillfully analyze problems and issues, organize information, identify key factors, identify underlying causes and generate practical solutions.

Verification and Accuracy : The ability to ensure that information is complete and accurate and that errors are corrected and to carry out these tasks conscientiously through to completion.

Diagnostic Information Gathering : Ability to determine which information will clarify a situation, find the most useful sources of information and know which questions to ask to obtain the desired information.

Client focus : An underlying concern for helping internal and/or external clients and for being responsive to their concerns.

Interpersonal Awareness : The ability to notice, interpret and anticipate the feelings and concerns of others in order to develop mutually beneficial working relationships.

Dependability : The ability to consistently and effectively fulfill commitments in a timely manner and to comply with standards, values and established objectives.

CONDITIONS OF EMPLOYMENT

Reliability Status security clearance

Some positions may require a valid driver's licence or mobility usually associated with having a driver's licence.

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

EDUCATION:

Successful completion of a post-secondary program from a recognized educational institution (e.g. community college, CEGEP)

Degree from a recognized university.

Degree equivalency

EXPERIENCE

Experience in delivering presentations to various stakeholders or groups of individuals.

OPERATIONAL REQUIREMENTS:

Willing and able to work overtime when required.

Willing and able to work outside of core hours (e.g., evenings and weekends), depending on operational requirements.

Willing and able to travel for extended periods for the purpose of training.

Willing and able to travel to and work at different locations in the region served and at different points of service, depending on operational requirements.

Some positions may require travel to small, isolated communities.

Some positions may require availability for weekend duty and on-call duty on statutory holidays.

ORGANIZATIONAL NEEDS:

In order to achieve a representative workforce, selection could be limited to qualified candidates who voluntarily indicated on their application that they are a member of one of the following groups:

• a member of a visible minority group
• an aboriginal person
• a person with a disability
• a woman

Other information

If you do not fully complete the screening questions as instructed, you may be screened out. The statement "see resumé" will not be accepted.

You must clearly indicate, in writing and giving concrete examples, how you meet each essential qualification in the Experience category; failure to do so may result in your application being rejected. Therefore, please answer the questions in the application carefully. Resumés will be used as a secondary source to validate the criteria relating to experience and the skills described in the screening questions.

In order to be able to manage the number of applicants in this selection process, the Department may decide to use top-down or random selection or any other additional qualification as indicated in the statement of merit criteria in order to determine the number of candidates who will be considered further in the evaluation. If additional needs arise after the use of these strategies, the Department may continue the evaluation by considering the candidates who qualified with a low score, or use another strategy altogether.

Your must clearly indicate your level of education. Proof of education is required when submitting your application. Canadian equivalency is mandatory for candidates having obtained their degree outside Canada. Proof of your education must be forwarded to the following address: QC-2016-CSD-EA-QUE-21964-GD@servicecanada.gc.ca

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

The interviews and tests will take place at a location chosen by the employer. Failure to attend assessments at the scheduled dates and times may result in the rejection of your application.

We will contact candidates via email for screening and assessment purposes (including the issuing of screening results and the sending of invitations for tests and interviews). It is imperative that you provide a current email address that accepts e-mail from unknown users (some email systems block these types of email). It is your responsibility entirely to inform us at all times of any changes regarding your contact information. The following e-mail address will be used to communicate with the candidates: QC-2016-CSD-EA-QUE-21964-GD@servicecanada.gc.ca

Please note that you are responsible for submitting all documents before the closing date of the posting. Failing to do so could result in your application being rejected.

Tests may take place during the day, evening or weekends.

Candidates from outside the federal public service will be required to pay for their own travel expenses (including travel for assessment) as well as moving-related expenses.

A reference check may be carried out.

Interviews may be carried out in person, by telephone or by videoconference.

A written test may be administered.

Standardized tests may be administered.

A portfolio may be requested.

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

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Candidates that have valid Second Language Evaluation test results must submit them by email to: QC-2016-CSD-EA-QUE-21964-GD@servicecanada.gc.ca.

Candidates may be required to meet the Asset Qualifications or the Organizational Needs qualifications depending on the requirements of the specific position to be filled.

To submit an application online, please click on the button "Apply online" below.

Persons with disabilities who cannot apply online should contact us at 1-800-645-5605.

Please note you will not be considered to be in travel status or on government business and that travel costs will not be reimbursed. Consequently, you will be responsible for travel costs.

An acting appointment is a temporary resourcing option. The approval of your substantive supervisor may/will be required.

For all other additional information, please send an email to: QC-2016-CSD-EA-QUE-21964-GD@servicecanada.gc.ca

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.

Contact information