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.
Only applications submitted via this portal will be considered.
As of January 13, 2025, Canadian citizenship is a pre-requisite for obtaining Secret security clearance at Global Affairs Canada. Current Permanent residents who will receive their Canadian citizenship in the coming months are welcome to participate in this staffing process. However, since Secret security clearance is a condition of employment for this position, they will not be eligible for appointment until they become Canadian citizens.
Permanent residents who apply should contact the e-mail address at the bottom of this ad should their immigration/citizenship status change during the staffing process.
To better understand how to apply to the federal public service and therefore this process, please watch this video for some tips: https://www.youtube.com/watch?v=66mZTbLhCGU
✍ Ready to apply?
➊ Click “Apply Now”.
➋ Answer the screening questions. [Try the techniques from the video]
➌ Submit your application!
The case management officer is reporting to a deputy director in charge of a geographic region, and holds the following tasks and responsibilities:
• Managing a caseload of requests for emergency assistance for Canadians missing, detained, abducted, distressed, injured, sexually assaulted or ill, deceased abroad, or otherwise in need of assistance, in coordination with their family/representative in Canada and abroad and with other domestic and international organizations, including missions abroad.
• Engaging with a range of relevant stakeholders (clients, families, authorities in Canada and abroad, legal representatives, advocacy groups, etc.) to enhance the resolution of cases and respect for Canadian interests and rights.
• Briefing and providing strategic advice to senior management up to and including Ministers of the Crown, Members of Parliament, and other authorities concerned with distressed Canadians and their relatives/representatives in Canada.
• Analyzing country situations/profiles and develops specialized case strategies to effectively advocate for Canadians that find themselves in challenging situations abroad, in line with local legal frameworks.
Global Affairs Canada has a robust Inclusion Diversity, Equity Accessibility and Anti-Racism action plans that will assist us in achieving greater representation. We are currently experiencing under-representation in some of the employment equity groups and we strongly encourage all qualified candidates to apply, including Black, other racialized and Indigenous peoples, women, persons with disabilities and persons belonging to the 2SLGBTQI+ community.
Global Affairs Canada will be following the direction from the Office of the Chief Human Resource Officer on the introduction of a common hybrid work model across the federal public service. At the time of launching this ad, this common hybrid work model consists of work on site at least 3 days each week, or 60% of their regular schedule. You may find more information here: https://www.canada.ca/en/government/publicservice/staffing/common-hybrid-work-model-federal-public-service.html
Consular case management requires working in close partnership with diverse stakeholders, including Canadian missions abroad, other government departments, civil society as well as consular clients and their families. Guidance to consular staff outside of Canada forms an integral part of the work.
For more information on the services offered by the consular affairs bureau, please visit this link: https://travel.gc.ca/assistance/emergency-info/consular
Work involves coordination and assistance for Canadians who are in oftentimes complex and difficult circumstances abroad, such as citizens who are missing, detained, abducted, distressed, injured, sexually assaulted, or deceased. As such, the work can be at times rewarding and also challenging and stressful.
Upcoming needs: A pool of qualified candidates will be established to fill similar positions within Global Affairs Canada. Tenure, linguistic requirements and security clearance may vary according to the position being staffed.
Positions to be filled: Number to be determined
Your résumé.
EDUCATION:
• A diploma or degree from a recognized post-secondary institution OR an acceptable combination* of education and experience.
*The acceptable combination of education and experience is defined by:
- Education: high school diploma or higher in any field of education
AND
- Experience: working with the public in a crisis environment OR providing counselling services OR working in a client service environment in a government or other setting OR a similar type of work, for a duration of at least 3 years.
EXPERIENCE:
• E1: Significant* experience in delivering services to clients in high stress situations or who are in distress
• E2: Experience providing advice and recommendations to management** on complex*** or sensitive client service issues
• E3: Experience in collaborating with internal and external stakeholders.
* “Significant” is defined as having performed a broad range of related activities on a full-time basis over a period of two (2) years.
**“Management” is defined as someone who manages a team of one or more employee(s)
***"Complex" is defined as including the following characteristics: multidimensional, multiple sources of information to be analyzed or confidential.
ASSET QUALIFICATIONS:
A1: Degree or professional designation in social work, counselling, psychology or equivalent.
A2: Experience in delivering strategic advice and recommendations to management**
A3: Experience in consular case management or in developing consular case strategies
A4: Experience in delivering supportive services to vulnerable individuals or individuals who have experienced trauma
A5: Experience working in a consular program abroad or in Canada
**“Management” is defined as someone who manages a team of 1 or more employee(s)
Bilingual - Imperative (CCC/CCC)
Information on language requirements
COMPETENCIES:
• PS1: Client management
• PS2: Judgement
• PS3: Problem-solving
• PS4: Reliability
• PS5: Integrity
• PS6: Teamwork
ABILITIES:
• C1: Ability to communicate effectively orally
• C2: Ability to communicate effectively in writing
• C3: Ability to work under pressure
• C4: Ability to manage multiple tasks or activities simultaneously
• C5: Ability to deal with very difficult human situations with empathy
• C6: Ability in using strategies to promote own psychological wellness under chronic or acute workplace stress
OPERATIONAL REQUIREMENTS:
• Willingness and ability to work overtime on short notice
• Willingness and ability to travel, if necessary.
Secret security clearance
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
► What to expect after submitting your application:
• We will not acknowledge receipt of your application. You will be contacted once the pre-screening process is completed.
• The following assessments phases will take place as part of this process : a written exam, a pre-recorded interview and a simulation. They will take place over the 2025 Spring/Summer with a view to establishing a pool of qualified candidates towards the end of the Fall.
► Also, for your information:
• Resumes will be used as a secondary source of information and strictly to validate the concrete examples you will have described in the pre-screening questionnaire.
• Persons are entitled to participate in the assessment process in the official language(s) of their choice.
• A qualified candidate may be offered the position even though they do not meet any or all of the asset qualifications. However, asset criteria are desirable and may be applied at any point of the staffing process by the hiring manager, including for being a deciding factor in choosing the candidate.
• Communications for this selection process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information (including the email address) is provided and updated as required.
• Any communication, orally and in writing, can be used as part of the assessment of various criteria, throughout the selection process.
• The assessment board is composed of people from various employment equity groups.
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.
Information on the preference to veterans
We thank all those who apply. Only those selected for further consideration will be contacted.