Citizen Service Agent

Department Name: Department of Human Resources and Social Development
Location: Vancouver
Classification: PM - 01
Salary: $43,302 to $48,430
Closing Date: November 20, 2006 - 23:59, Pacific Time Useful Information
Reference Number: CSD06J-008455-000058
Selection Process Number: 2006-REH-EA-BC-SC-770
Employment Tenure: Temporary Part Time (22.5 hours per week for a specific period of 6 to 12 months)
Vacancies: Number to be determined

Website: For further information on the department, please visit Department of Human Resources and Social Development

Who Can Apply:

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• Persons residing or employed in Vancouver, BC and within a 75 kilometer radius of Vancouver, BC, within Canadian territory, extending to, amongst others, Sidney, Brackendale, Abbotsford, BC.
  
  The distance between your residence or your employment location and the position location will be determined using data provided by the Natural Resources Canada, Geomatics Canada's website. For information on how to use this website please click here: http://www.jobs-emplois.gc.ca/menu/radius_e.htm

Citizenship

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Preference will be given to Canadian citizens. Please indicate in your application the reason for which you are entitled to work in Canada: Canadian citizenship, permanent resident status or work permit.

Language Proficiency

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Applicants must demonstrate in their application that they meet the following merit criteria to be retained for further consideration.

English essential

Education

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ESSENTIAL QUALIFICATION:
Graduation with a degree from a recognized university and/or successful completion of two (2) years of a post-secondary program (i.e. Community College or CÉGEP) from a recognized academic institution.

ASSET QUALIFICATION:
Successful completion of call centre training at a recognized educational institution (e.g. BCIT) .

Experience

ESSENTIAL QUALIFICATIONS:
Experience in delivering services to the general public involving obtaining and providing information requiring explanation and/or clarification.

ASSET QUALIFICATION:
Experience, with good results:
- Previous experience working in a call centre environment.
- Interpreting and explaining policies and procedures for clients.

Other Merit Criteria and Conditions of Employment

• Reliability & Security: Reliability Status

Experience Questionnaire

You will be required to complete an online experience questionnaire when you apply. View the experience statements.

Statement of Merit Criteria

Applicants who meet the above criteria will also be assessed against the Statement of Merit Criteria for this position.

Challenge

• Responds to questions from various client groups on a broad range of Service Canada service offerings and provides advice and guidance on program and service requirements, procedures and processes to clients.
• 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.
• Performs outreach activities in isolated/remote communities to ensure access to and provide a wide range of service offerings.
• Provides guidance on the use of Service Canada 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.
• Identifies, verifies and resolves problems associated with service offerings.
• 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 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 Service Canada and its partners; and explains where and how the client can follow-up on the status of their requests.

Additional Requirements / Comments

• Applicants must meet each essential qualification to be appointed to the position. An applicant may be appointed to the position even though he/she does not meet any or all of the asset qualifications, operational requirements or organizational needs. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed. In the event that there are as many applicants who meet the essential qualifications as there are vacancies, the manager may decide not to asses some or all or the asset qualifications, operational requirements or organizational need.

Information to be provided:

When you apply, you must provide the following information or your application will be rejected:

• Your resumé.
• You must ensure that you select at least one employment type when submitting your application: Employment Tenure

Important Messages

As part of this process candidates may be invited to participate in the following tests: Office Skills Test - (Checking-203) and General Competency Test: Level 2 (GCT2-314). To determine whether or not you have been selected for testing you must check your profile (notes section) on a regular basis on the Public Service Resourcing System site. If you are selected, you will receive information on the date, time and location to write the tests.

Your resume must clearly demonstrate how you meet the requirements.

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

Questions regarding travel and relocation.

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.