Border Information Services Officer

Duties
The Border Information Services (BIS) is a contact center that provides information and guidance on CBSA programs, services and initiatives to clients and stakeholders. We provide clients with reliable information in accordance with relevant legislation, polices, guidelines and procedures.

Work environment
The CBSA is the first point of entry for travellers and goods arriving to Canada. We are, in effect, the face of Canada. The CBSA was established in December 2003. Its creation integrated border functions related to customs, immigration, enforcement, and food, plant, and animal inspection. The CBSA supports both national security and economic prosperity by preventing the entry of those travelers or goods posing a potential threat to Canada while at the same time facilitating the flow of people and legitimate goods across the borders. Why work for us? It’s simple. Our mandate is unique. We are a diverse, inclusive and respectful workforce. As one of the largest public service organizations in Canada, we can offer a variety of interesting and challenging opportunities; and we take your professional development to heart.Should you require more information, please visit : www.cbsa-asfc.gc.ca/menu-eng.htmlIn line with the Treasury Board Secretariat (TBS) Direction on prescribed presence in the workplace, the Canada Border Service Agency (CBSA) has adopted a fixed day approach to support hybrid arrangements for employees to work a minimum of 3 (three) days per week in their designated work location and a maximum of 2 (two) days per week at their designated telework location, where operationally feasible. Please note, this requirement is subject to change based on any future shift in hybrid work model direction or following change in operational requirements.For more information, visit: https://www.canada.ca/en/government/publicservice/staffing/direction-prescribed-presence-workplace.html

Intent of the process
A pool of fully qualified candidates will be established and may be used to staff similar positions, with various tenures, within the Canada Border Services Agency, as well as other federal organizations.

Positions to be filled
2

Important messages
The CBSA is committed to creating a workplace that is respectful of Canada’s two official languages. The imperative staffing of bilingual positions is the norm across Canada. The CBSA must ensure that it has adequate bilingual capacity to implement its mandate and respect the public it serves. In regions designated bilingual for the language of work purposes, management creates an environment conducive to the use of both official languages to allow each employee to work in their official language of choice. Persons are entitled to participate in the selection process in the official language of their choice. Candidates are asked to indicate their preferred official language in their application.Communication for this process will be sent via email. It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email). Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.It is the responsibility of the candidate to notify the listed contact person or email address listed below of any pre-approved leave or conflict in schedule throughout the duration of the process in order to facilitate scheduling of assessments. Such notification should take place prior to the leave in order to make necessary adjustments. Each request will be considered on a case-by-case basis.Please note that all information obtained throughout the selection process from the time of application to close of process (including candidates’ overall conduct and behaviour, oral and written communications, email correspondence with CBSA or third-party organizations) may be used in the assessment process, including the assessment of qualifications and competencies.Candidates must clearly demonstrate in their answer(s) to the screening question(s) how they meet the essential criteria listed. Please note that stating that the requirement has been met or listing past or current responsibilities does not represent adequate substantiation. Rather, you must provide concrete examples with significant details to explain WHEN, WHERE and HOW to clearly illustrate how you meet the requirement. Failure to clearly demonstrate in your responses how you meet the screening criteria or inconsistencies in the application package could result in the rejection of your application. Candidates will not be solicited for incomplete or missing information. Interested persons must meet each essential qualification in order to be deemed qualified or partially qualified and placed in a pool and subsequently appointed to a position. However, a person may be appointed to a position even though they do not meet any or all of the asset qualifications and/or organizational needs. Meeting these criterion may be desirable and may be a deciding factor in choosing a person to be appointedThe assessment board may use different methods to manage the volume of candidates. You may be assessed using a variety of assessment tools, such as, but not limited to: standardized tests, written exams, interviews, reference checks, self-assessments, candidate achievement record, etc.You must provide proof of your education credentials. You will be advised to provide the documents later in the process. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. For more information please click on “Degree Equivalency” in the Education section above.The CBSA welcomes applications from eligible Veterans and Canadian Armed Forces (CAF) members. We recognize your contribution to Canada and would like to offer you the opportunity to continue your career in an environment where multi-talented employees with diverse skills are appreciated and supported.

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Reliability Status security clearance

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OPERATIONAL REQUIREMENTS:- Willing and able to work variable hours on weekdays.

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You must complete the application independently without external help, including unauthorized internet resources or Artificial Intelligence (AI) tools (for example, Copilot, ChatGPT or any other form of AI). You may be asked to explain or elaborate on your answers in a follow-up interview. Any violation may be investigated and result in serious consequences, including the rejection of your application.By submitting this application you acknowledge that you have read, understood and accept the confidentiality and integrity terms outlined above. You certify that you have completed this application independently without external assistance, and that you have neither plagiarized nor used AI. you understand the potential consequences to you application if you fail to comply with these requirements.EDUCATION:A secondary school diploma or employer-approved alternatives (see Note 1).
Note:
1. The employer-approved alternatives to a secondary school diploma are:
- A satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma; or
- An acceptable combination of education, training and/or experience.
Candidates who already meet both of the following criteria must be accepted as meeting the secondary school diploma requirement:
a. Candidates who have achieved a satisfactory score on the Public Service Commission test approved as an alternative to a secondary school diploma; and
b. Candidates who have been appointed or deployed for an indeterminate period to a position in the PM classification.
The opportunity to be assessed by at least one of the two employer-approved alternatives must be offered to candidates who have not previously met the secondary school diploma requirement.
Candidates who were appointed or deployed on an indeterminate basis using an acceptable combination of education, training and/or experience meet the secondary school requirement for the PM classification only and must be reassessed for entry to other classifications on the basis of this alternative.

EXPERIENCE:- Experience in using computer applications including word processing and email.
- Experience in providing client service.
- Experience conducting research, analysis or evaluating information using various sources.

COMPETENCIES:- Ability to communicate effectively orally
- Ability to communicate effectively in writing
- Ability to elicit information - Demonstrating Integrity and Respect
- Thinking things through
- Working effectively with others
- Showing initiative and being action oriented
- Dependability

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Applied / assessed at a later date

Bilingual - Imperative (BBC/BBC)

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ASSET EXPERIENCE:- Experience working in a Contact/Call Center environment providing service to clients by phone or email.
- Experience in interpreting legislation, regulations or directives.

ORGANIZATIONAL NEEDS:CBSA is committed to building a skilled and diverse workforce that reflects Canada’s population. As such for our selection decision we may first consider candidates who meet the qualifications of the position and self-declare themselves as belonging to the Indigenous peoples and Persons with Disabilities designated groups. We encourage all candidates who belong to an equity-deserving group such as Women, Visible Minorities, Indigenous or Persons with Disabilities to self declare in their application. A self-declaration will not hinder opportunities for individuals. For information on self-declaration please visit https://www.canada.ca/en/services/jobs/opportunities/government/self-declaring-government-canada-jobs.html.For more information on employment equity: www.canada.ca/en/public-service-commission/jobs/services/gc-jobs/employment-equity.html. *The terms ‘Aboriginal peoples’, ‘persons with disabilities’ and ‘members of visible minorities’ are used within this job advertisement as it relates to the Employment Equity Act and other legislative frameworks. We understand and acknowledge that candidates may prefer the use of other terminology.*

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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.

Learn more about preference to veterans.

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