Passport Officer/Citizen Services Officer (Inventory)

  • Full Time
  • North York, ON
  • Posted on May 21, 2021
  • Vacancy: 2
  • Salary: 54,878 - $61,379 a year

Passport Officer/Citizen Services Officer (Inventory)

Salary $54,878 - $61,379 a year
Job Type Full Time
Vacancy 2
Job ID 61805824
Employer name
Posted Date 21-05-2021
Expired at 21-02-2022


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 $61,379For 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 Time

Who 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.


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.


  • 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)

Information on language requirements:

Second Language Writing Skills Assessment
In order to help you decide to apply for 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:

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

Various language requirements

Information on language requirements

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


  • Experience interpreting and applying legislation or policies.
  • Experience working with different client groups, including any of the following: Indigenous Peoples, youth, seniors, newcomers, persons with disabilities.


  • Willing and able to work overtime as required.
  • Willing and able to work outside core hours, including evenings and weekends, as per operational requirements.
  • Willing and able to travel within the service area, as per operational requirements (may require overnight accommodation).
  • Willing and able to work scheduled shifts and weekends, as required.

Conditions of employment

Reliability Status security clearance – for some positions, an enhanced security clearance may be required.

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

In order to achieve a representative workforce, selection may be based on qualified candidates, self-declaring as being a member of one or more of the following Employment Equity (EE) groups: Indigenous Peoples, persons with disabilities, women and visible minorities.

If you are screened into the process and contacted, you must provide proof of Canadian Citizenship, proof of education and work references. Failure to provide the required proof could result in rejection of your candidacy.

Applicants are entitled to participate in the appointment process in the official language of their choice. Please indicate your preferred official language in your application.

A variety of assessment tools may be used (for example, a written examination and/or interview conducted in person or by videoconference, a reference check, etc.) to determine qualification for the role.

All information collected during the selection process, from the time of application to the end of the process, can be used to evaluate candidates.

Travel expenses incurred (including employees of the Federal Public Service) will not be covered. All applicants will be responsible for their own travel costs.

Security Check (Reliability/Enhanced Reliability) will be conducted: includes fingerprints, credit check, law enforcement record check and enhanced security questionnaire.

It is your responsibility to keep your personal and contact information up to date, as well as any other information relevant to your application. Please ensure that the email address provided is valid and functional at all times and accepts messages from unknown users. You must also ensure the information in your Public Service Resourcing System (PSRS) applicant account remains current.

To submit an application on-line, please click on the button “Apply Online”. Persons with disabilities preventing them from applying on-line are asked to contact 1-800-645-5605.


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.

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