Employment opportunities at the Library of Parliament

For the purposes of this selection process, the competencies listed in the attached Competency Profile will be evaluated.

_{Note:     While this position is eligible for part-time telework, regular on-site presence is required at Library of Parliament workplaces located in the National Capital Region.}

The following knowledge criteria will also be evaluated:
• Knowledge of basic information retrieval and gathering techniques using tools such as electronic documents and manuals, online databases and websites.
• Knowledge of best practices in providing client services in an information service setting, with a focus on communication with clients to clarify and understand their underlying information needs.
• Knowledge of the Canadian Parliament, the federal government and official parliamentary publications.
• Knowledge of current affairs that are of interest to Parliament and the public.

To be considered, candidates must have:
• Secondary School Diploma 
• Experience responding to client or customer enquiries or requests for information.
• Experience using online and/or electronic information resources to access, retrieve and compile information. 
• Two (2) years experience delivering client service via telephone and/or by email.

Asset(s):
• Post-secondary education or training related to client service.
• Experience working in a team environment, specifically in a call center or information center setting.

Candidates retained in this selection process will be required to obtain successfully:
• A second-language evaluation (Bilingual staffing – imperative: CBC/CBC)
• A pre-employment screening

Additional Information:
• The Library of Parliament welcomes all candidates to apply and encourages applications from Indigenous persons, racialized persons, 2SLGBTQI+ persons, and persons with disabilities for this position.
• This selection process is open to the public.
• This selection process may include a second-language evaluation, a written qualifying exam, and an interview. The interview will consist of behavioural, situational and knowledge-based questions. Candidates will be required to pass each stage in order to move to the next stage of the selection process.
• We are committed to providing an inclusive and barrier-free work environment, starting with the staffing process. If you require accommodations during any phase of the evaluation process, please contact us at LOPCareers-CarrieresBDP@parl.gc.ca.
• Qualified candidates from this selection process may be considered for determinate or indeterminate positions at the Library of Parliament that require similar knowledge and/or competencies.
• The vaccination requirement for employees of the Library of Parliament established by the Policy on COVID-19 Vaccination was suspended. The Library of Parliament will continue to follow the situation closely, and should the epidemiological conditions change, we will assess whether there is a need to reinstate the vaccination policy and the associated essential condition of employment applicable to indeterminate, determinate, student and intern hiring.
• Education and experience requirements will be used to determine which candidates will be asked to participate in the next stage of the selection process.
• Satisfactory references and proof of education are essential conditions of appointment.
• Travel and relocation expenses are the responsibility of the candidates.
• Only those legally permitted to work in Canada can participate in this selection process.

Apply no later than  March 20, 2024 11:59 PM  Eastern Time.

To apply, please send us your curriculum vitae, along with a covering letter indicating how you meet each of the education and experience requirements of the position. 
Please quote your full name and 23-LOP-494 in your documents and in the subject line of your email.
Send your application by email at LOPCareers-CarrieresBDP@parl.gc.ca.
Questions? Contact Human Resources at  LOPCareers-CarrieresBDP@parl.gc.ca.
We thank you for your interest. Please note that only those selected for further consideration will be contacted.

Competency Profile for Information Dissemination – Client Service Officer

ADAPTABILITY
Adapting in order to work effectively in ambiguous or changing situations, and with diverse individuals and groups
Level 2: Adapts to situations.
• Changes own behaviour or approach to suit the situation.
• Adjusts rules or procedures, based on the situation, while remaining guided by the organization’s values.
• Adapts behaviour to perform effectively under changing or unclear conditions.

CLIENT FOCUS
Providing service excellence to internal and/or external clients, addressing immediate and evolving client needs
Level 2:     Maintains client contact.
• Follows up with clients during and after delivery of services to ensure that their needs have been met.
• Keeps clients up to date on the progress of the service they are receiving and changes that affect them.
• Maintains service to clients during critical periods.
• Addresses clients’ issues in order of priority.

EXEMPLIFYING INTEGRITY
Treating others fairly, honestly and respectfully, furthering the integrity of the organization and its relationships of trust within the work environment and in the broader community
Level 1:     Acts in fair and ethical manner toward others.
• Treats everyone equally with fairness, honesty and respect all the time.
• Refrains from behaviour or language that is exclusionary or offensive.
• Focuses on organizational success rather than personal gain.
• Follows through consistently on promises and commitments made to others.
• Presents facts and circumstances transparently, no matter how difficult the facts may be.
• Guards confidential and sensitive information, passing it on only to those that need to know.
• Maintains ethical principles even in the most challenging circumstances.

ORGANIZATIONAL AWARENESS
Understanding the workings, structure, culture and distribution of power within and beyond the organization and for Parliament as a whole, and applying this understanding to solve problems and achieve desired outcomes
Level 1:     Understands and applies formal organizational structures and processes.
• Applies the organization’s formal structures, rules, processes and procedures to accomplish results.
• Describes the general environment in which the organization operates.
• Explains organizational  decision-making processes and formal positions of power.

DATA / INFORMATION RETRIEVAL AND ANALYSIS
Locating and retrieving data/information from a wide variety of sources and analyzing it to extract insights and meaning
Level 1:     Demonstrates introductory understanding and ability, and applies the competency, with guidance, in a few, simple situations. Directs people to the appropriate source for further information.
• Follows prescribed data/information search and retrieval procedures.
• Identifies relevant facts and issues underlying a particular problem.
• Identifies the information needed to clarify a situation, complete an assignment or make a decision.
• Researches the most useful source of information to meet the requirements of the task.
• Poses direct questions to the appropriate people.
• Reads relatively short texts to locate a single piece of information.

QUALITY FOCUS
Implementing procedures and standards to ensure high-quality results, and taking action to identify or manage quality issues, as appropriate
Level 2:     Consistently meets quality standards set by the organization.
• Answers basic questions related to policies and procedures for quality assurance set by the organization.
• Exemplifies quality standards set by the organization.
• Seeks opportunities to improve how work is done, raising the quality of the output. 

COMMUNICATION
Communicating clearly and respectfully with different audiences, both orally and in writing
Level 3:     Adapts communication.
• Tailors communication (e.g., content, style, tone and medium) to diverse audiences and readerships.
• Reads cues from diverse audiences to assess when and how to change planned communication approach to deliver message effectively.
• Communicates with varying organizational levels, sometimes on the spot.
• Recognizes others’ complex or underlying needs, motivations or concerns, communicating effectively despite the sensitivity of the situation.
• Conveys important nuances and context to facilitate understanding of the message or material.

TEAMWORK
Working collaboratively with others to achieve organizational goals
Level 1:     Collaborates with others.
• Deals honestly and fairly with others, showing consideration and respect for individual differences.
• Does own fair share of the work.
• Seeks assistance from other team members, as needed.
• Assists other team members.
• Shares all relevant information with others.

RESILIENCE
Staying energized, productive and focused in the face of challenges, ambiguity, change or strenuous demands, and creating a supportive environment that helps others become more resilient and productive
Level 3:     Adapts to ongoing or regular strenuous work demands.
• Retains perspective in the face of difficult or demanding situations (pervasive ambiguity, frequent change, heavy workloads).
• Describes disruptions as challenges rather than threats.
• Adjusts personal coping mechanisms to deal with disruptions.