Citizen Services Officer/ Passport Officer 2 Streams (Inventory)
Government of Canada
Val-d'Or, QC
Employment and Social Development Canada - Citizen Services Branch
Amos (Québec), Campbell's Bay (Québec), Chibougamau (Québec), Chisasibi (Québec), Gatineau (Québec), La Sarre (Québec), Maniwaki (Québec), Mistissini (Québec), Mont-Laurier (Québec), Rouyn-Noranda (Québec), Sainte-Agathe-des-Monts (Québec), Sainte-Thérèse (Québec), Saint-Eustache (Québec), Saint-Jérôme (Québec), Senneterre (Québec), Val d'Or (Québec), Ville-Marie (Québec), Northern Québec / Abitibi-Témiscamingue - Other locations (Québec)
$51,538 to $57,643
For further information on the organization, please visit Employment and Social Development Canada

Closing date: 7 March 2019 - 23:59, Pacific Time

Who can apply: Persons residing in Canada and Canadian citizens residing abroad.
Apply online

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.

It is important to read this this advertisement before submitting you application, especially the “Other information” at the end.

This advertisement is for multiple locations. Please ONLY apply for the work locations you are willing and able to work from. Qualified candidates that are selected for a specific location will be offered a position in that location ONLY. Candidates who decline offers twice will be eliminated from the process. Only under exceptional circumstances as determined by the selection board will other locations be considered for employment. By expressing an interest in a position in a particular location, the applicant acknowledges the requirement for relocation (where applicable and at their expenses).

**A first assessment activity could take place by the end of February or the beginning of March 2019.

This process has 2 Streams:
STREAM 1: Citizen Services Officer

STREAM 2: Passport Officer

Work environment
Why work for a company when you can work for all Canadians?

At Employment and Social Development Canada (ESDC), we work to improve the standard of living and quality of life of Canadians by promoting an inclusive workforce that is highly mobile, skilled, efficient and effective.

ESDC is committed to creating a positive and dynamic workplace that supports employees' career development goals and allows them to use their ideas to influence change and help bring the organization to higher levels of excellence.

The Career:
A career as a Citizen Service/Passport Officer presents an exciting and challenging opportunity to be a leader in delivery of service and the ability to use your excellent client service skills to make a difference in the lives of Canadians. Using your proven problem solving and information gathering skills to review applications and documents, conducting fact-finding and analyzing missing information and discrepancies, you will help clients understand program-specific legislation, procedures and the processes required to receive efficient services. You will participate as a member of a team that supports developing ideas and providing feedback to ensure continuous improvement and service excellence to the public.

The Environment:
ESDC- Service Canada understands the importance of finding a mutual fit. Our work has the added challenge of production and quality targets in a fast paced environment to encourage our success while maintaining service standards. Finally, it is an open and vibrant workplace of like-minded people that welcomes collaboration and support among employees.

The Benefits:
A career with Service Canada offers a comprehensive benefits package to promote healthy and engaged employees. Benefits include: vacation leave, pension, health and dental benefits and support from Management Teams who encourage training and career advancement.

Service Canada is a large, yet connected organization of people dedicated to service excellence and improving service delivery by constantly adapting and evolving to changes in technology, procedures and legislation.

Intent of the process
A pool of qualified candidates will be created to staff temporary vacant positions (term, acting, assignment and secondment) as well as permanent vacant positions (indeterminate, deployment) with various language requirements. This process may be used to staff identical and/or similar positions with various linguistic profiles within Service Canada, Quebec Region – Central / Western Québec, Laval / North Shore / Laurentians, Northern Québec / Abitibi-Témiscamingue, Gatineau and Outaouais territories.
Positions to be filled: Number to be determined

Information you must provide
Your résumé.

Contact information for 2 references.

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

Secondary school diploma or employer-approved alternatives (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma; or an acceptable combination of education, training and/or experience).

If you were educated outside of Canada, you must have your credentials and/or diploma assessed against Canadian education standards. The public service will accept any
Foreign Educational Credentials as long as they are deemed comparable to Canadian standards, through a recognize credential assessment service.

For more information please click on Degree Equivalency.

Degree equivalency


Experience in using technology (e.g. email software, Internet and word processing).

Recent* and significant** experience in delivering services or programs 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 six complete months of experience (cumulative or non-cumulative).

Recent* and significant** experience in providing services to the general public in a demanding*** environment.

Recent* and significant** Experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification

  • Recent experience: Experience acquired within the 36 months preceding the date of this posting.
**Significant experience: Acquisition of six complete months of experience (cumulative or non-cumulative).

***Demanding environment means with no control on volume, high volume and without appointments.

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

Varied Language Requirements:
  • French Essential
  • English Essential
  • Bilingual Imperative CBC/CBC
  • French Essential
  • English Essential
  • Bilingual Imperative BBB/BBB
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

Communication (oral)
Communication (written)
Thinking Skills
Client focus
Verification and Accuracy

Diagnostic Information Gathering

Conduct interviews

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

Successful completion of two (2) years post-secondary education from a recognized educational institution (e.g. community college, CEGEP, university.

Degree equivalency

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 being a member of one or more of the following EE groups: Aboriginal peoples, persons with disabilities, women and visible minorities.

Information on employment equity

Willing and able to work overtime as required.

Willing and able to work outside core hours, including evenings and weekends, as per operational requirements.

Willing and able to travel for extended periods for training purposes.

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 to travel to small remote communities (some positions only).

Willingness and ability to travel on occasion (including travel by car, rail and air).

Conditions of employment

Reliability Status security clearance

Security screening for reliability status appraises an individual's honesty and whether he or she can be trusted to protect the employer's interests. This screening involves the collection of personal information from individuals, with their informed consent, and includes the verification of the candidate’s identity and background, confirmation of educational credentials, verification of professional references as well as a criminal record and credit check.

STREAM 1 only:
Some positions may require a valid driver’s licence or mobility usually associated with having a driver’s licence.

STREAM 2 only:
Some positions may require successful completion of training and a qualification period.

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


Your application in this inventory will be active for 90 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 10 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest.

Please note when submitting an application to this selection process, you will be prompted to answer screening questions concerning the essential education and experience qualifications as well as asset qualifications.

Acknowledgment of receipt of applications will not be sent; we will contact candidates who have been selected to continue in this process.

Selected candidates will be required to successfully complete a 3-week full-time (37.5 hours per week) training course (travel may be required) and a structured 10-week apprenticeship program in order to qualify for continued employment. Persons appointed from outside the public service will be on probation for the duration of the term (should the term be 12 months or less). Successful candidates who are already employed with the Federal Public Service will be on assignment/secondment (approval from current manager is required) to the position while completing the Passport Officer Training Course and Qualifying Period. Candidates who do not successfully complete the training and Qualifying Period will return to their substantive position.

Random selection and/or top-down selection [may/will] be used at any time during the process to identify which applicants will be further assessed.

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 communicate with candidates by email and via the public service resourcing system. Candidates participating in this selection process must provide a valid email address in their application, ensure that it remains functional and also ensure that their system accepts messages from unknown users (some systems block these types of emails). IF YOU NEED TO COMMUNICATE WITH US DURING ANY STAGE OF THIS PROCESS, PLEASE INDICATE THE SELECTION PROCESSNUMBER IN THE SUBJECT FIELD OF YOUR EMAIL.

Reference checks will be sought.

A written exam may be administered.

A practical test may be administered.

An interview may be conducted.

Candidates must meet each essential qualification to be appointed to the position.

You must provide your proof of education documents.

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

***Candidates from outside the public service will be required to pay for their own travel for various assessment phases.

****For acting, assignment and secondment situations, 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

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans