GC Jobs

Call Centre - Referral Clerk

Reference number: DIS22J-021744-000199
Selection process number: 22-DIS-AB-EA-FNIH-559801
Indigenous Services Canada - First Nations and Inuit Health Branch (FNIHB)
Edmonton (Alberta)
Casual, Specified period, Indeterminate, Deployment
$55,955 to $60,399

For further information on the organization, please visit Indigenous Services Canada

Closing date: 2 November 2023 - 23:59, Pacific Time

Who can apply: Persons residing in Canada, and Canadian citizens and Permanent residents abroad.

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.

Non-Insured Health Benefits is seeking Referral Clerks for our Call Centre!

This call centre operates 24 hours a day, 7 days a week, 365 days a year, including statutory holidays.

The shift work related to this position may consist of shifts similar to the below:
07:00 to 15:00
08:00 to 16:00
10:00 to 18:00
12:00 to 20:00
15:30 to 23:30
16:00 to 00:00
23:30 to 07:30

Need help with your application? Check out our video at https://www.youtube.com/watch?v=0GW7P3g9hhI for tips and advice!

Work environment

Do you like a challenge when you come to work? If so, the position of Referral Clerk could be the perfect opportunity for you. Want to make a difference? By joining our team, you will have an opportunity to provide direct support to health services and community-based programming. You will build and support strong working relationships with First Nations and Inuit communities, families and individuals, with a focus on improving health outcomes and reducing health risks.

You will receive a high volume of calls from our clients and stakeholders in a fast-paced call centre environment. Due to high volume of requests, you will learn how to prioritize your day as you will have continuous interruptions, responding to inquires over the phone and processing fax requests. This could be an opportunity for you to develop new skills and further develop skills you already have; such skills include attention to detail, improved computer skills, communication skills, conflict management, workload management and prioritization.

Intent of the process

This process aims to create and maintain an inventory of applications that may be used to fill various term or indeterminate appointment opportunities. A pool of qualified candidates may be established and may be used to fill similar positions, in various locations and tenures.

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. Based on the hiring needs, additional essential qualifications, asset qualifications, organizational needs, operational requirements and/or conditions of employment may be identified and applied during the assessment and/or selection of candidates.

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)

Successful completion of two years of secondary school or employer-approved alternatives.

Degree equivalency

• Experience in providing service to the public in person or by phone.
• Experience in using one or more of the following: word processing software, spreadsheet applications, Internet, online data retrieval applications.
• Experience researching information and resolving problems in a customer service environment.

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

English essential

Information on language requirements

• Dependability
• Written Communication
• Oral Communication
• Teamwork
• Client Service Orientation
• Aboriginal Cultural Competency

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

• Experience working in a call centre
• Experience working effectively with First Nations, Inuit, and/or Métis
• Experience in determining eligibility and processing benefit requests.
• Experience providing front line customer service.
• Experience in account payment processes in an office environment

Organizational Need:
Indigenous Services Canada is committed to having a skilled and diversified workforce representative of the population it serves. In support of our strategy to achieve our employment goals for Aboriginal peoples, preference may be given to candidates who, at the time of application indicate that they are an Aboriginal person (self-declaration).

Conditions of employment

• Reliability Security Clearance
• Shift work on a 24/7 basis
• Availability to be on standby on a rotational basis
• Willingness and ability to work over-time, sometimes on short notice

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

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 (some email systems block these types of email).

Time sensitive correspondence may be transmitted via e-mail and it will be the candidate's responsibility to ensure they check their email regularly. Failure to respond to communications may result in elimination from this process.

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.

Proof of education will be required. Candidates with foreign credentials must provide proof of Canadian equivalency. Consult the Canadian Information Centre for International Credentials for further information at http://www.cicic.ca.

All applicants who are new to the federal public service must provide proof of citizenship prior to their appointment. This is necessary for both temporary (specified period) and permanent (indeterminate) employment. Any of the three (3) documents would be accepted: 1. Birth Certificate, 2. Passport or 3. Citizenship Certificate.


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.

Contact information

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