Citizen Services Officer / Passport Officer

Employment and Social Development Canada - La Malbaie, QC (il y a 14 mois)

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Employment and Social Development Canada - Citizen Services Branch
Donnacona (Québec), La Malbaie (Québec), Lévis (Québec), Montmagny (Québec), Québec (Québec), Sainte-Foy (Québec), Saint-Georges (Beauce) (Québec), Thetford Mines (Québec)
Permanent (indeterminate period) and temporary (term) positions
$51,538 to $57,643

For further information on the organization, please visit Employment and Social Development Canada

Closing date: 5 January 2021 - 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.

Notice to candidates: Another inventory for the position of Passport Officer only (2018-CSD-EA-QUE-21954) is currently in progress for the Passport office of Sainte-Foy and Chicoutimi, until January 2021. Different assessment tools will be used for this inventory. You must therefore apply to this new inventory if you want your application to also be considered for the position of Citizen Services Officer and for other workplaces (La Malbaie, Québec, Montmagny, Donnacona, Lévis, Thetford Mines, Saint -Georges).

Persons requiring accommodation measures who cannot apply online are asked to contact 1-800-645-5605 or to contact the resource person whose name appears in the posting no later than the closing date.


Would you like a stimulating job in an environment that is constantly changing? Would you like to work in a team and perform diverse tasks? Are you energetic and do you take client service to heart? Join our dynamic and versatile teams at a Service Canada Centre or at the Passport Office.


The Citizen Services Officer is expected to serve clients in person in a Service Canada Centre. They are the intermediary between the claimants and the Processing Centre. On a daily basis, they meet a diversified clientele and face periods of heavy traffic. The service offers are passports, Employment Insurance, Old Age Security, the Social Insurance Number, and biometry. Citizen Services Officers accompany clients to public computers, telephones and interviews. They gather relevant information
So that they can quickly identify and respond to their needs while applying existing procedures and regulations. They are also expected to enter data into clients’ files and update their information. The Officer analyzes clients’ claim form and ensures that it is properly completed. They must question claimants as needed, make copies of the required documents and send them to the appropriate Processing Centre. On occasion, they must perform financial transactions according to the service offer.


The Passport Officer is responsible for the eligibility of passport applications and for an analysis of the form. They must investigate the veracity of the information gathered, establish the identity of the Canadian citizen and question the applicant. Checks with other authorities may be made in order to corroborate information in complex cases (Citizenship and Immigration, RCMP, civil status). Client service is the core of their daily activities as they provide applicants with assistance and explanations. The Passport Officer handles a diversified clientele with periods of heavy traffic. They must also print passports in emergency situations according to a client’s needs or outside business hours (on call back service on a rotation basis).

Intent of the process

The intent of the process is to create a pool of qualified candidates to fill Citizen Services Officer and Passport Officer positions in the greater metropolitan area of Quebec City and in the Chaudière-Appalaches Region. You must only indicate the workplaces where you are truly willing to work through this application.

This pool will be used for temporary and/or permanent, full-time or part-time appointments and could be used to staff seasonal, on call and shift positions. This pool could also be used to fill similar positions in our Department’s other business lines.

As positions become available, candidates will be assessed to create cohorts of qualified candidates to fill these positions.

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)


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)

Degree equivalency


Experience in using technology (e.g. e-mail, Internet and word processing)


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 over the 36 months preceding the posting
**Significant experience: Acquisition of roughly 12 months of experience (cumulative or not)

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



  • Experience in service delivery to the general public in a demanding environment*
  • Demanding environment means: no control over volumes, heavy volumes and no appointments
  • Teamwork experience
The following will be applied / assessed at a later date (essential for the job)

Various language requirements

French Essential
Bilingual Imperative – Level: BBB/BBB
Bilingual Imperative – Level: 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


Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Diagnostic Information Gathering
Client Focus
Conduct interviews

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


At Employment and Social Development Canada, diversity is our strength. If you are a woman, an Indigenous person, a person with a disability or a member of a visible minority group and you would like to contribute different perspectives and insights, let us know by completing the Employment Equity (EE) section of your application. Members of these EE groups may be appointed to ensure that our workforce is inclusive and representative of the Canadian public we serve.


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 and able to work overtime as required

Conditions of employment

Reliability and security:
  • Reliability status
  • Enhanced secret clearance for the Passport Office
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

The hiring department will accept online applications only. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application online, please select the button “Apply Online” below.

You are solely responsible for clearly demonstrating that you meet all essential (education and experience) and asset qualifications by completing the screening questions. You are also responsible for providing relevant examples showing how you meet each of these requisite qualifications. Failure to do so may result in the rejection of your application.

Asset qualifications could be used in the screening process.

In order to be able to manage the number of applications 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 applicants who will be considered further in the evaluation.

Candidates will be required to submit their proof of education at a later date.

Candidates must meet the essential qualifications to be appointed to a position. Candidates may be required to meet asset qualifications or organizational needs depending on the requirements of the position being staffed.

A written exam may be administered.

An interview may be conducted.

Reference checks may be sought.

Citizen Services Officer:
Selected candidates will be required to successfully complete an eight week full-time (37.5 hours per week) training course (travel may be required) in order to qualify for continued employment.

Passport Officer:
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.

All communication regarding this process will be administered via email. It is the applicant’s responsibility to provide a valid email address and update their personal information when it changes. If special circumstances prevent you from having access to your email, please communicate with the contact person identified in this job posting.


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

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