Citizen Services Officer, Passport Officer (Full Time)


Service Canada


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

This process is being carried out in conjunction with external selection processes 2019-CSD-EA-BC-13027, 2019-CSD-EA-BC-12994, and internal selection process 2019-CSD-IA-BC-13580. The same assessment tools will be used for all 4 processes. Should you apply on any, you will only be assessed once and the assessment results will be applied to all processes where you submitted an application. A separate pool will be created for each of the 4 selection processes.


•Responds to questions from clients on programs and services and provides value added information, advice and guidance on program and service requirements.
• Conducts fact-finding with clients, assesses and decides on which service offerings and/or information to provide. May determine the need for more in-depth review by program/service specialists.
• Verifies and authenticates client identity and/or supporting documentation.
• Receives and processes requests from clients to change information or apply for services; clarifies discrepancies; and amends the database(s) or refers information to partners accordingly.
• Receives, screens and forwards/processes applications and supporting documentation on behalf of the Department and its partners.
• May travel for training.
• May travel to offer regular or occasional outreach to remote locations.
• Selected candidates will be required to successfully complete training for continued employment.

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.

Citizen Services Officers are the primary gateway of Service Canada, enabling in-person access to the Government of Canada’s wide range of services and benefits. They work with clients to provide guidance and access to federal programs and services which support Canadians, facilitating first point of contact resolution.

Passport Officers are the front line of Canada’s Passport Program, providing information about passport services and other related topics to the general public. They examine, verify and accept or reject passport applications.

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.

The work environment will be attractive to people who are:
. highly motivated
. quick learners
. quality-oriented
. client-focused
. able to thrive in a fast-paced, high-volume environment

We are looking for candidates who possesses and demonstrate:
. strong communication skills
. excellent customer service skills
. thinking skills
. information-gathering and computer-keyboarding skills

Intent of the process

The intent of this process is to create a pool of qualified candidates for our Citizen Services Officer and Passport Officer positions. The pool created for this selection process could also be used to staff similar positions of various tenures (including acting) within Employment and Social Development Canada in the Western Canada and Territories Region.

Qualified candidate pools will be created for each process, be sure to apply for all positions in which you are interested and show how you meet each of the criteria. If you apply for more than one position, we will assess the common qualifications only once using common assessment tools.

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)

***Candidates must answer all screening questions, clearly demonstrating how they meet the essential criteria and, if applicable, asset qualifications within the specified word maximums. You must clearly identify WHEN and WHERE the qualification was obtained, and substantiate HOW you meet the qualification using concrete examples. Failure to do so will result in the rejection of your application.

***Your résumé must be submitted, and may be used as a secondary source to validate the experience and examples stated in the screening questions.

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)

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

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

Various language requirements
English Essential

Information on language requirements

Communication (oral)
Communication (written)
Thinking Skills
Verification and Accuracy
Diagnostic Information Gathering
Client Focus
Interpersonal Awareness

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

Positive Attitude
Working with Others

Selection may be limited to members of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women

Information on employment equity


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 travel for extended periods for the purpose of training

Willing and able to work scheduled shifts and weekends, as required

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

Willing and able to work overtime as required

Willing to travel to small remote communities

Conditions of employment

Various Security Clearances:

Citizen Services Officer:
Reliability Status

Passport Officer:
Reliability Status

Secret security clearance (Required for successful completion of the Passport Officer apprentice program)

Note: Upon successful completion of the apprenticeship program, candidates will require Secret security clearance in alignment with duties requiring access to Secret designated areas and/or materials

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 organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please select the button “Apply Online” below.

Persons requiring accommodation preventing them from applying on-line are asked to contact 1-800-645-5605.

Organizational Needs:
At ESDC, diversity is our strength. If you’re a woman, an indigenous 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.

You must clearly indicate your education level. You will be required to provide proof of education at the assessment stage of this process.

Candidates with foreign educational credentials are required to provide proof of Canadian equivalency. You may consult the Canadian Information Centre for International Credentials at for further information.

Candidates are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate on their application their preferred official language for each of the following: a) written correspondence, b) written assessment, and c) oral assessment.

Candidates will be contacted by email and it is imperative that you provide a current email address that accepts e-mail from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is your responsibility entirely to inform us at all times of any changes regarding your contact information.


A variety of assessment tools will be used. You will be advised of these tools at each assessment phase of this process.

All communication relating to this process, including email correspondence may be used in the assessment of qualifications.

Failure to attend assessments as scheduled may result in the rejection of your candidacy.

Applicants are encouraged to apply ONLY if they are willing and able to work in or relocate to these locations.

Candidates from outside the federal public service will be required to pay for their own travel (including travel for assessment purposes).

Successful candidate(s) must meet and maintain the Conditions of Employment throughout their employment.

Reference checks may be sought.

An interview may be administered.

A test may be administered.

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in this assessment process.

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.


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.

How to Apply

Apply Online!