Passport Officer/Citizen Services Officer (Inventory)

Passport Officer/Citizen Services Officer (Inventory)
Employment and Social Development Canada
Ontario, Canada.
$54,878 – $61,379 a year – Full-time, Part-time, Casual, Permanent.

Employment and Social Development Canada (ESDC) – Citizen Services Branch – Service Canada
Various locations (Ontario)
PM-01 – Passport Officer/Citizen Services Officer
Various Tenures: TEMPORARY (Term, Deployment, Seasonal, Acting, Casual employment) and PERMANENT (Indeterminate, Deployment) positions.
$54,878 to $61,379

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

ESDC has again been named as one of Canada’s top 100 employers! Watch this short video (2.5 minutes) to learn more about the online application process: Cracking the Code

Closing date: 31 December 2021 – 23:59, Pacific TimeWho can apply: Persons residing in Canada with a postal code that begins with K, L, M, N, P.
Indigenous Persons are strongly encouraged to apply.

If you have previously submitted an application for this role in Ontario (2019-CSD-EA-ONT-12044-1), you are encouraged to re-apply as there have been updates to information and requirements.

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

Are you interested in being a part of a team that is committed to helping people? We are looking for individuals who share our enthusiasm and who are motivated to work collaboratively and strive for innovation to support Canadians. Take advantage of a dynamic opportunity within Employment and Social Development Canada / Service Canada, the second largest federal department. See for yourself how you could contribute to helping our communities in a constant learning environment:

The core mandate of the Citizen Services Branch is to provide accessible programs and services to citizens, businesses and communities. Passport Officers and Citizen Services Officers focus on service excellence; working with clients to provide guidance, information and solutions to enquiries related to Federal Programs such as Passport Services, Employment Insurance, Canada Pension Plan and Old Age Security.

Please note: on the application questions, if you answer « Yes » to having a secondary school diploma or satisfactory score on the GIT-320, you will answer « No » to the next question regarding an acceptable combination of education, training and/or experience.

**IMPORTANT NOTE: Further to changes made to the Public Service Employment Act (PSEA) to address systemic barriers for equity-seeking groups in public service staffing, permanent residents now have the same preference as Canadian citizens when appointments are made through external advertised hiring processes. The following statement replaces the statement in the ‘’Preference’’ section located at the bottom of the job advertisement (i.e. correct statement includes permanent residents):

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.


Passport Officers and Citizen Services Officers are actively involved in:

  • Responding to questions from clients on programs and services and providing information, advice and guidance on program and service requirements.
  • Conducting fact-finding with clients; assessing and deciding on which services they are eligible for and/or what information to provide them.
  • Verifying and authenticating client identity and/or supporting documentation.
  • Applying knowledge of relevant policies and procedures regarding government services.

Passport Officers are responsible for the intake, examination and processing of passport applications.

Citizen Services Officers are responsible for answering enquiries and reviewing applications for various programs and benefits.

Work environment

Work is performed in a public facing office; however, telework/working remotely may be required. Applicants must be willing and able to work in sites accessed by the public and remotely if requested.

Work involves dealing with high volumes of clients in a busy environment.

Intent of the process

Our Departmental values guide us in everything we do. Service Canada is seeking candidates who identify with our Departmental values. Candidates are expected to read the Statements of Values in the Values and Ethics Code for the Public Sector prior to submitting an application.

This inventory will be used to staff Citizen Services Officer and Passport Officer positions across Ontario. Please specify your preferred location(s) in the application. Successful applicants must be able to commit to travelling and/or relocating to the chosen location.

Pools of fully qualified candidates will be created to staff full-time and part-time positions for a specific period (term), indeterminate (permanent), seasonal or casual basis with various language requirements.

An inventory is a selection process that is available to be used by various hiring managers to fill current and future needs. When you apply to this selection process, you are not applying for a specific job, but to an inventory of future vacancies.

Please be advised that should qualified candidates decline offers twice, they will be removed from the qualified pool.

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 30 days before the end of your active period. It is your responsibility to ensure that your contact information is up to date.

Positions to be filled: Number to be determined

Information you must provide

Responses to Screening Questions that provide concrete, specific examples of how you have the experience that meets the needs of the role.

Your Resumé will be required should you be screened in for further assessment.

If you are employed at ESDC, please indicate on your application.

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

Secondary school diploma or employer-approved alternative (a satisfactory score on the PSC test approved as an alternative to a secondary school diploma (GIT-320); or an acceptable combination* of education, training and/or experience).

  • An acceptable combination is defined as completion of three years of secondary school and a minimum of three years of work experience within the last five years.

(Must provide proof of education or Canadian equivalency)

Degree equivalency

Recent* and significant** experience in delivering programs or services that require providing information, explanation or clarification to the general public.Recent* and significant** experience in using technology (e.g. Microsoft applications (Word, Excel, Outlook, Teams, Skype), video conferencing applications, etc.)

  • Recent experience is defined as within the last 3 years.

**Significant experience is defined as a duration of 6 consecutive months.ABILITY TO:

  • Communicate effectively and professionally in a team environment and with the public, verbally and in writing (Written and Oral Communication).
  • Effectively respond to client needs through quality service (Client Focus).
  • Be punctual and to meet work deadlines (Dependability).
  • Gather information in order to problem solve and make recommendations to clients or colleagues (Diagnostic Information Gathering).
  • Think critically and make decisions based on available information (Thinking Skills).
  • Review and verify information with accuracy in a fast-paced environment to support decision-making (Verification and Accuracy).
  • Work cooperatively and respectfully, while contributing to team results (Working with Others).

Various Language Requirements

  • English Essential
  • Bilingual Imperative (CBC/CBC)
Passport Officer/Citizen Services Officer (Inventory)
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