Citizen Services/ Passport Officer
Government of Canada
Greater Toronto Area, ON
Employment and Social Development Canada - Citizen Services Branch
Various work locations in Central Ontario, Eastern Ontario, Georgian/Huron/Simcoe Region, Greater Toronto Area, Hamilton/Niagara, National Capital Region, Northern Ontario, Northwestern Ontario and Southern-Western Ontario.
PM-01
Various Tenures: TEMPORARY (Term, Seasonal, Casual employment) PERMANENT (Indeterminate) positions
$51,538 to $57,643
For further information on the organization, please visit Employment and Social Development Canada

Closing date: 31 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 special accommodation. All information received in relation to accommodation will be kept confidential.

Information on accommodation for persons with disabilities

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.

Random selection may be used at various steps in the process.

**IMPORTANT NOTE - If you applied to selection process 2017-CSD-EA-ONT-20085, your application will be considered for this process and there is no need to re-apply.

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.

Please note that positions in the city of Mississauga area can also include evening shift work. You must be available, willing and able to work steady and variable shifts.

Work week for positions in the Brampton and Whitby locations can also include Saturdays.

The Government of Canada is committed to building a skilled workforce that is representative of Canada's diversity, which includes the recruitment of Canadian Veterans and released Canadian Armed Forces personnel.

We encourage applicants to identify any skills, competencies and/or experiences they acquired through a career with the Canadian Armed Forces. https://www.canada.ca/en/public-service-commission/jobs/services/public-service-jobs/canadian-armed-forces-members-veterans.html

It is important to review this advertisement thoroughly prior to submitting your application. This includes the "Other information" section at the end.

Work environment

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:
Service Canada understands the importance of finding a mutual fit. Citizen Service/Passport Officers work in secure office buildings in which we interact with clients in person from our workstations. There may be some sites that also involve interaction by phone. 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.

Suitability:
The Citizen Service/Passport Officer position will be suitable to candidates that are client focused with an excellent sense of client service and the ability to defuse sensitive or unusual situations in person and by telephone within a fast paced environment. The position requires a highly motivated, quality oriented, quick learner with a keen sense of thoroughness and the ability to research and gather relevant information to capture data accurately within a fast paced and high volume environment. This position involves prolonged interaction with the public in an open environment with minimal privacy. There is constant daily exposure to noise from office equipment, clients and co-workers. Work conditions require adapting to constant change, effectively dealing with stress and potentially frustrated clients. Candidates must be available to attend and travel for several weeks of training.

Intent of the process
A pool of qualified candidates will be created to staff full-time and part-time positions for a specified period (term), indeterminate, seasonal or casual basis with various language requirements. This staffing process may be used to staff similar positions within Service Canada, Ontario Region.
Positions to be filled: 1

Information you must provide
Your résumé.

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

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).

NOTE:
1. If applicants are screened into the process and contacted, they must be prepared to provide proof of education and confirmation of name change if applicable. Candidates with foreign credentials are required to provide proof of Canadian equivalency. Please consult the Canadian Information Centre for International Credentials at www.cicic.ca for further information.
2. Failure to provide proof of education and/or Canadian equivalency will result in rejection of application.

Degree equivalency

EXPERIENCE:
(1) Recent* and significant** experience in using technology (e.g. e-mail, Internet and word processing).

(2) Recent* and significant** experience in delivering services or programs to the general public involving obtaining and providing information requiring explanation or clarification.

  • Recent experience is defined as within the last 3 years.
**Significant experience is defined as a duration of 6 consecutive months.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

ASSET QUALIFICATIONS:
(1) Recent* and significant** experience working in a high-volume client service environment.

(2) Recent* and significant** experience in working with client segments including any of the following: Aboriginal people, youth, seniors, newcomers, persons with disabilities

  • Recent experience is defined as within the last 3 years.
**Significant experience is defined as a duration of 6 consecutive months

The following will be applied / assessed at a later date (essential for the job)
Various language requirements
English Essential
Bilingual - Imperative (CBC/CBC)

Candidates with valid SLE results can provide a copy to the contact information email listed below at the time of the application.

Second Language Evaluation (CBC/CBC) will also be conducted as part of this process. Candidates with valid SLE results must email them to ON-CSB-Staffing_Dotation-CSO_PO-2018-19-GD@servicecanada.gc.ca

Information on language requirements

COMPETENCIES:
Communication (oral)
Communication (written)
Client Focus
Verification and Accuracy
Thinking Skills
Diagnostic Information Gathering
Dependability
Working with others

Conditions of employment
Reliability Status security clearance - Security Check (Reliability) will also be conducted as part of this process.

OPERATIONAL REQUIREMENTS:
(1) Willing and able to work overtime as required.
(2) Willing and able to work outside core hours, including evenings and weekends, as per operational requirements.
(3) Willing and able to travel within the service area, as per operational requirements (may require overnight accommodation).
(4) Willing and able to travel by various modes of transportation.

Other information
At Employment and Social Development Canada, diversity is our strength. If you’re a woman, an Aboriginal person, a person with a disability or a visible minority and are interested in bringing in different perspectives and insights, let us know by completing the Employment Equity (EE) section in your application. Appointments of members of these EE groups could be made to ensure our workforce is inclusive and representative of the Canadian public we serve.

INSTRUCTIONS:When recording your examples, be sure to:
  • Provide concrete, specific examples of actions that speak directly to the experience sought.
  • Please describe the achievements in the past tense. This will help to ensure that you are providing concrete examples, rather than making general statements (e.g. instead of saying “I work well within a team….” you can say “I worked well with a team when….”).
  • Provide all examples in full sentence format.
  • Each example must include the date (from-to), the example took place, the context of each situation, what you did, how you did it, what your role was in the situation, and what the result was.
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.

INVENTORY PROCESS:
(a) As positions become available, applicants who meet the screening requirements identified by the hiring manager may be contacted for further assessment.
(b) Your application in this inventory will be active for 180 days. A notice that your application is about to expire will be posted to the "My jobs" menu of your account 21 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.
(c) Please ensure the information in your Public Service Resourcing System (PSRS) applicant account remains current.

SUBMITTING AN APPLICATION:
(d) Only on-line applications through the PSRS 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.
(e) Applicants must complete the "Screening Questions" section of the application for the essential qualifications 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.

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

COMMUNICATION:
(g) 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.

ASSESSMENT:
(h) Acknowledgment of receipt of applications will not be sent. We will only contact those applicants screened into the process.
(i) Persons are entitled to participate in the appointment process in the official language of their choice.
(j) Assessment will occur on an ongoing basis and may take place during the day, evening or weekends. Failure to attend assessment may result in your candidacy being rejected.
(k) A variety of assessment tools may be used (written examination, interview in person, by telephone or by videoconference and/or reference checks).
(l) A random selection and/or top down selection may be used at any point during the assessment process.
(m) At the time of assessment, proof of Canadian Citizenship and two work references will be required. A security check may also be administered during assessment.
(n) We will also ask you to submit a proof of your education
(o)Candidates are assessed once for this inventory process. If you were referred from the inventory for assessment and you were unsuccessful, your candidacy will not be given any further consideration for the duration of this process.

APPOINTMENT:
(p) Applicants must meet each essential qualification to be appointed to a position.
(q) Applicants may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

EMPLOYMENT EQUITY AND ACCOMMODATION:
Candidates can apply in the official language of their choice either English or French.

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

Information on the preference to veterans