Call Centre Job Resumes

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					Questions and Answers regarding jobs at the new
Service Canada Call Centre in Cornwall
The following document has been provided to provide answers to frequently asked questions
concerning the new Service Canada Call Centre in Cornwall, Ontario, scheduled to open in late 2010.

JOBS – APPLICATION PROCESS

General Information

If you are interested in applying for jobs open to the public, you must do so through the
Public Service Commission of Canada’s website www.jobs.gc.ca.

If it is not possible for you to access the Internet, please visit your local Service Canada
Centre (in Cornwall it is at 111 Water Street East Suite 100) and apply from there, or
call 1-888-780-4444 or toll free TTY/TDD 1-800-465-7735 (telecommunications device
for the hearing impaired and speech impaired persons.)

You are strongly encouraged to start visiting this website immediately as jobs open to
the public may be posted at different times to accommodate different start dates. Also,
there are on-going opportunities at the Ottawa and Montreal Call Centres that could
lead to positions in the Cornwall Call Centre.

Please familiarize yourself with the website’s “Job search tools” such as “Job Alert”, and
on information on how to apply for federal government jobs.-sgc.c

Q.1. When can I apply for a job?

Jobs open to the public will be posted on the Public Service Commission of Canada’s
website at www.jobs.gc.ca. The exact date of posting has yet to be determined. However,
positions may be filled in different recruitment “waves” prior to September 2010. This
is why we encourage job seekers to start visiting that website now, as there are
opportunities in the Ottawa and Montreal Call Centres that may lead to work in the
Cornwall Call Centre. Also, since positions may start at different times, opportunities
could be posted at anytime.
                                                                                                      Cornwall Service Canada Call Centre




Q.2. How will the jobs be advertised?

Jobs open to the public will be posted on the Public Service Commission of Canada’s
website at www.jobs.gc.ca. Although newspaper advertisements may be used to notify
job seekers that a posting is coming out, people still need to apply through that website
as only applications submitted via the website will be accepted. Applications submitted
by mail, or fax, or dropped off at a Service Canada Centre will not be accepted.

Those who do not have internet access can visit your local Service Canada Centre (in
Cornwall it is at 111 Water Street East Suite 100), and apply from there, or call 1-888-


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780-4444 or toll free TTY/TDD 1-800-465-7735 (telecommunications device for the
hearing impaired and speech impaired persons.)

It is important that job seekers visit the www.jobs.gc.ca website now and return
regularly and to sign up to receive Job Alerts via email from this site.


Q.3. Will Cornwall residents be first to hear when the application process opens?

No. Everyone will be able to view the jobs open to the public at the same time when they
are posted on the Public Service Commission of Canada’s website at www.jobs.gc.ca. Job
seekers interested in applying for a position should start visiting this website now and
return regularly. They should also familiarize themselves with the site’s “Job search
tools”, including “Job Alert”. Although newspaper advertisements may be used to notify
job seekers that a posting is coming out, people still need to apply through the website
as only applications submitted via the website will be accepted. Applications submitted
by mail, or fax, or dropped off at a Service Canada Centre will not be accepted.


Q.4. How do I apply for a government job?

Applicants must use the Public Service Commission of Canada’s website at
www.jobs.gc.ca to apply for jobs open to the public. A useful guide on how to apply for a
government job is available by clicking on the link “Working for the Federal Public
Service”.

Advertised jobs will be posted on this site, along with instructions outlining how to
apply. Only applications submitted via the website will be accepted. Applications
submitted by mail, or fax, or dropped off at a Service Canada Centre will not be
accepted.

Those who do not have internet access can visit the Service Canada Centre (in Cornwall
at 111 Water Street East Suite 100), and apply from there, or call 1-888-780-4444 or
toll free TTY/TDD 1-800-465-7735 (telecommunications device for the hearing
impaired and speech impaired persons.)


Q.5. What are the steps in the application process?
                                                                                             Cornwall Service Canada Call Centre




Once the positions are posted, the process involves submitting a résumé to the Public
Service Commission of Canada’s website and completing an on-line application.
Résumés and applications are then screened against the education, language and
required experience factors. If the résumé and application are accepted, candidates may
be invited to an orientation session, asked to write an exam and attend an interview.
References may be checked, and a language evaluation is mandatory for all bilingual
positions. A security clearance, including a credit check will also be required. Mandatory
training will follow for those who are offered employment.




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Applicants are encouraged to visit the website www.jobs.gc.ca and click on the link
“Working for the Federal Public Service” for a useful guide on how to apply.


Q.6. What if I need special consideration for either an interview or testing?

The public service is committed to developing inclusive and transparent selection
processes and work environments. If you have any special accommodation needs
because of a disability, please mention them when you are contacted about a position
for which you applied. Information on accommodations needs are found in “Policy
Instruments” on “Duty to Accommodate Persons with Disabilities” located on the
Treasury Board Secretariat’s website at www.tbs-sct.gc.ca .
sct.gc.c


Q.7. If I don’t get through the application process, will there be other
opportunities to apply?

The Call Centre will have requirements for staff on an on-going basis, and opportunities
for re-applying will exist. However, some tests have a mandatory waiting period before
an applicant can re-take the test.



JOB REQUIREMENTS

Q.8. What are the education requirements for the available jobs?

For Citizen Service Officers, the educational requirement is graduation with a degree
from a recognized university, or successful completion of a two (2) year post-secondary
program (eg. Community College or CEGEP) from a recognized educational institution.
Candidates will be required to show proof of education. Candidates who attended
school outside of Canada should make sure certificates and diplomas are evaluated
against Canadian education standards to ensure proof of Canadian equivalency. The
Canadian Information Centre for International Credentials (CICIC) assists persons who
wish to obtain an assessment of their educational, professional, and occupational
credentials by referring them to the appropriate organizations. They can be contacted at
www.cicic.ca.
                                                                                             Cornwall Service Canada Call Centre




Q.9. What are the language requirements for the available jobs?

Citizen Service Officer positions are bilingual (English and French) or English Essential.
The positions moving from the Ottawa Call Centre will remain bilingual. Of the 85 newly
created positions for EI, 60% will be bilingual, and 40% will be English Essential.
The proficiency levels assigned by the government are: A (beginner), B (intermediate),
C (advanced) in three language skills - reading, writing, and oral interaction.




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The bilingual positions for the Cornwall Call Centre require a “BBC” language profile,
meaning intermediate levels in reading and writing, and advanced level in oral
interaction in both languages.

Successful candidates hired for bilingual positions will have their language skills tested
prior to being offered a position. To learn more about bilingual positions, visit the
website www.jobs.gc.ca. First select the link “Working for the Federal Public Service”,
then select “Overview of language requirements” for useful information on official
languages.


Q.10. Will it be possible to be trained for these jobs if I do not meet the education
or language requirements?

Training will not be provided for candidates in order to meet the education or language
requirements. Essential qualifications with respect to language and education must be
met and demonstrated by the candidate during the screening and assessment phases.


WORKING CONDITIONS

Q.11. What are the work hours?

Work shifts and schedules will fall within the proposed hours of operation for the Call
Centre which are 8:00am – 8:00pm Monday to Friday, with some Saturday service from
8:00am – 4:00pm. Exact hours of work will depend on whether an employee is full-time
(7.5 hours a day) or part-time, and the operational requirements of the Call Centre.


Q.12. Can I work flexible hours?

The proposed hours of operation for the Call Centre are 8:00am – 8:00pm Monday to
Friday, with some Saturday service from 8:00am – 4:00pm. Work hours will be
established to respond to operational requirements. Flexible work hours within these
requirements would have to be determined by the Call Centre’s manager.


Q.13. Are part-time hours available?
                                                                                             Cornwall Service Canada Call Centre




Yes, the Call Centre will offer both part-time and full-time positions depending on
operational requirements.




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PAY AND BENEFITS


Q.14. What do these jobs pay?

Citizen Service Officers are at the PM-01 level, with a current pay range of $45,636 to
$51,041 per year. These figures are based on the current collective agreement, and are
subject to review and change.

The Call Centre will also employ a small number of staff at the PM-06, PM-04, PM-03,
AS-03, AS-01, and CR-04 levels. Salary ranges for all positions are available at
www.jobs.gc.ca by first clicking the link “Working for the Federal Public Service”, then
clicking “What you’ll get”.

“PM”, “AS”, and “CR” are some of the dozens of designations used to categorize the type
of work done in the public service. The PM, or Program Administration stream is a
broad category that includes many types of jobs, including service agent work, and
program and policy work. The AS, or Administrative Services and CR, or Clerical and
Regulatory streams, encompass the broad range of administrative support required in
all aspects of government work.


Q.15. Do these jobs provide benefits?

Entitlement to benefits is dependent on the tenure of the appointment. For more
information, applicants are encouraged to visit the website www.jobs.gc.ca, and click on
the link “Working for the Federal Public Service”. The link titled “What You’ll Get”
provides detailed information on vacation, insurance, pension plans, and health and
dental benefits.


UNION

Q.16. Is the new Call Centre a unionized workplace?

Yes.
                                                                                           Cornwall Service Canada Call Centre




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MISCELLANEOUS

Q.17. Will there be daycare facilities at the new Call Centre?

No, there will not be daycare facilities on-site.


Q.18. Are there job opportunities for students?


At this time, we anticipate that there may be opportunities for student employment in
the future. Students are encouraged to learn more about programs available to them by
visiting www.jobs.gc.ca and following the link “I am a student”.


Q.19. How can I learn more about Service Canada?

To learn more about the programs and services offered by Service Canada visit
www.servicecanada.gc.ca.




                                                                                        Cornwall Service Canada Call Centre




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