Competition Status: Position Filled
Approximately 92 individuals applied for this opportunity.
We have completed the recruitment process and successfully hired the top candidate into the position.
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Thank you for your interest in the Ontario Public Service.
Information Agent (Part Time)
Organization:
Ministry of Government and Consumer Services
Division:
ServiceOntario-Retail Offices
Language of Position(s):
Bilingual English/French
Job Code:
06OAD - Office Administration 06
Salary:
$21.71 - $25.10 Per Hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.
At ServiceOntario, we are committed to providing the citizens of Ontario with fast, friendly and easy access to Ontario government information and services - online, in person, at kiosks and by phone.
Our vision is to make Government better through service excellence and innovation. Our Mission is to design and deliver excellent services and solutions and to champion service delivery transformation.
If you strive to provide customers with a positive service experience and thrive in a fast-paced, team driven environment, then a career as an Information Agent may be for you!
What can I expect to do in this role?
You will:
• greet customers and determine the nature and scope of their inquiries
• provide information to the public about services offered, relevant regulations and application/document requirements
• issue queue tickets and guide customers to appropriate area or refer them to other ministries/jurisdictions as appropriate
• provide responses to routine/general inquiries
• assist customers with the use of the public access workstation
• check application forms for accuracy and completion and/or ensure customers have the correct supplementary documents
• maintain a visitor sign-in/sign-out and statistical log of inquiries received from the public
• direct calls to the appropriate area/staff member
• receive and sort incoming mail and arrange and/or assist in the preparation of outgoing mail
How do I qualify?
Mandatory
• You are proficient in English and advanced level oral French
Customer Service and Communication Skills
• you have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment
• you demonstrate professionalism, tact and diplomacy when interacting with customers, service partners, peers and management
• you can effectively adapt services to meet the varying needs of customers
• you have oral communication skills to provide explanations and interpretations of guidelines, directives and procedures
Technical Knowledge
• you have the ability to acquire and apply knowledge of government services and programs at the municipal, provincial, and federal level
• you have the ability to reference, research and apply relevant policies, procedures and legislation (e.g. driver and vehicle licensing, health card registrations, Highway Traffic Act, Freedom of Information and Protection of Privacy Act, Ontario Health Act and Retail Sales Tax Act etc.)
• you have the ability to acquire knowledge of ServiceOntario products, services, vision, values and mandate to promote ServiceOntario and to direct customers to appropriate services
Collaboration and Organizational Skills
• you have collaboration skills to effectively work in a team-driven environment
• you have the ability to work under pressure in a high volume environment and to respond to a variety of inquiries in a prompt, courteous and consistent manner
• you have organizational and administrative skills to maintain current forms, information sheets, visitor logs and appointment bookings up to date
Research and Analytical Skills
• you can effectively probe for information, assess situations and determine the underlying needs of the customer beyond those that may have been initially expressed
• you have knowledge of research and Information gathering methods to identify and compile information
Computer Skills
• you are proficient with word processing, spreadsheet, database, email and internet applications
• you have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to access and retrieve information
• you have keyboarding skills to prepare and update logs, information sheets, prepare file labels and templates
Additional Information:
Address:
- 1 Bilingual English/French Permanent - Regular PartTime, 1201 Division St, Kingston, East Region, General Screening Requirement
Compensation Group:
Ontario Public Service Employees Union
Schedule:
3.7
Category:
Customer and Client Services
Posted on:
Tuesday, July 25, 2017
Note:
- This ad is also available in French.
- In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to undergo a security screening check. Please refer to the Additional Information / Address section above to determine the screening checks that are required for this position.
You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), HR Service Delivery Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional screening checks as indicated in the Additional Information / Address section above that were not obtained directly by you. (Note: If a Vulnerable Sector Screening/Check is required, it must also be obtained in person at your local police service.)
A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the TSO and kept strictly confidential. - C-MG-110283/17(2)
Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.
Remember: The deadline to apply is Wednesday, August 9, 2017 11:59 pm EDT. Late applications will not be accepted.
We thank you for your interest. Only those selected for further screening or an interview will be contacted.
All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.
Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.
