What it is like to work at Employment and Social Development Canada

What interesting projects/programs do you work on?

I help ensure that employers protect the health and safety of their employees and follow the Canada Labour Code, Part II. I also investigate serious workplace accidents and complaints from employees.

Why did you choose a career at ESDC?

Because, on a personal level, I know that every day I can directly impact someone in a positive way. And also because ESDC takes pride in being a respectful workplace and offers various opportunities for career advancement and diversification.

What is the best part of your work?

Visiting different workplaces all over Ontario, meeting new people and ensuring that employers fulfill their duty to protect Canadians from hazards in their workplace so they can return home safe and sound.

What is the one thing you want prospective employees to take away?

I think that ESDC is a great employer. There are fantastic opportunities for individuals to advance their career in a variety of work streams, from Human Resources Professionals, Customer Service, Regulators, Policy Analysts and many more.

What are your main job functions?

As a Health and Safety Officer, I enforce the Canada Labour Code, Part II and the Canada Occupational Health and Safety Regulations at worksites controlled by federally regulated employers. I conduct hazardous occurrence investigations into serious accidents and fatalities concerning federally regulated employees while at work and/or in the process of performing their job duties.

How has ESDC or the public service supported your career development?

When I joined ESDC’s Labour Program they welcomed me with open arms and provided a complete training program to facilitate my progression into becoming a fully trained officer within the Program. I am now on a temporary assignment at a higher level, working as a senior investigator within the Program, handling high-profile cases, mentoring new officers and participating at a national level with the other senior investigators of the Labour Program.

What is your most memorable moment as an ESDC employee?

When I was informed that I was selected for developmental activities as a result of an outstanding performance appraisal. A career path has been made available to me, should I wish to proceed, to work at a higher level on an interim basis, as a senior investigator, to enhance my career development.

How does your work contribute to ESDC’s mandate and vision?

By following the Labour Program’s own regulations and consistently acting in a manner that reflects well on the Program, I enhance workplace safety and assist employers in improving overall safety for their employees.

What interesting projects/programs do you work on?

I work on the communications products and media responses relating to the Temporary Foreign Worker Program. I really enjoy it because I get to work with experts from different parts of the organization, from policy makers and service delivery agents to web programmers, on a daily basis to find solutions to issues that truly matter to employers and employees. Every day brings new challenges.

What is the best part of your work?

My colleagues. There are so many issues that crop up in a day, some of them quite serious, like employer abuse of the Temporary Foreign Worker Program. I feel that my work makes a difference. I’m part of the solution. I often surprise myself with the amount I can accomplish in one day, and I would not be able to get it all done without the resourceful and helpful people I get to work with every day.

How does your work contribute to ESDC’s mandate and vision?

My work in communications helps ensure that Canadians receive accurate information and are kept up-to-date on policy changes so they can make informed decisions.

What makes your job at ESDC enjoyable?

I really enjoy learning new skills. I have worked for ESDC for seven years, and during this time I have had the great experience to hold six different positions, from working in a writing unit, to being a media relations spokesperson, and now a communications advisor on a priority file—the Temporary Foreign Worker Program. Working in these different roles has definitely helped me grow in my career.

What makes you passionate about working at ESDC?

I have always been passionate about helping people and making a real difference in my community, which is why I chose to work at ESDC. The programs and services we offer directly improve the lives of Canadians, especially under-represented groups like youth, seniors, people with disabilities, Indigenous people, women and newcomers. I even promote ESDC programs and services to my family and friends who may not know about our initiatives, and I show them how ESDC could help improve their quality of life.

What are your main job functions?

My team finds innovative ways to reach out to and hear directly from Canadians on important topics related to ESDC’s programs. It’s exciting and challenging to help plan, design and implement these outreach initiatives by making sure people have a voice in how we develop policies and programs, and bringing so many various groups together. It makes me feel that I have a hand in making a difference.

How has ESDC or the public service supported your career development?

Every year I am encouraged to attend training sessions to help broaden my knowledge or improve my skills. I work with excellent people, including my manager and director, who mentor me and help me to gain the experience required to grow professionally. I have the opportunity to work with a wide variety of communicators on a daily basis. This gives me the chance to learn a lot about the different areas of communications and to share ideas when collaborating on complex projects.

What is the one thing you want prospective employees to take away?

I want prospective employees to know that if they choose to work at ESDC, they will gain the right skills and experience required to become experts in the field of communications while working on files that make a real difference in their community.

What interesting projects/programs do you work on?

As a Citizen Service Officer, I work at a Service Canada Office, answering questions from the public about government services or benefits they may be eligible for and then helping them apply for programs like Employment Insurance (EI), Old Age Security (OAS), the Canada Pension Plan (CPP) and Social Insurance Numbers (SIN).

How does your work contribute to ESDC’s mandate and vision?

ESDC is all about providing quality service to Canadians. I work with the public on a daily basis, helping make sure people’s applications for EI, OAS & CPP are done correctly so they can start receiving financial assistance as quickly as possible, whether they’re applying online or using a paper application.

What makes you passionate about working at ESDC?

I’ve always wanted to help people and this work is making my passion come true. I love my job at ESDC because I think the programs I help deliver make a difference in someone’s life.

What makes your job at ESDC enjoyable?

I get a real sense of happiness and fulfilment from helping people. I would say that is the joy of working at ESDC—knowing that I’ve done something to help my clients.

What are your main job functions?

As a Citizen Service Officer, I determine the needs of and respond to questions from clients on service offerings and other government services. I provide information, advice and guidance on Service Canada programs.

How has ESDC or the public service supported your career development?

ESDC is very supportive of growth, and it’s nice to see supervisors, managers and even directors interested in your growth within the public service. I have never experienced this kind of workplace before, and it’s the reason I am motivated to continue working for the public service. It’s truly a wonderful place to work and thrive.

What makes your job at ESDC enjoyable?

Working at Service Canada, ESDC’s program delivery arm, has made a huge impact in my life. It’s not just a job for me—it’s much more than that. I go to work every day with a smile, knowing that I am helping people for a living. ESDC is an environment that promotes growth and encourages you to reach your full potential. It’s been a great experience, and I can’t wait to see how far this journey takes me!

What is the one thing you want prospective employees to take away?

Don’t be afraid to go outside of your comfort zone and explore different career paths—this will help you find the right career for you.

What are your main job functions?

I conduct community activities and attend community events to promote the Department's service offerings. That can be anything from delivering presentations to coordinating the delivery of service offerings. The goal is to establish and maintain good working relationships with local and regional clients, partners and stakeholders (Members of Parliament, community groups, unions, employers, etc.) to facilitate communication and education.

How has ESDC or the public service supported your career development?

I am very fortunate to have my director’s and manager’s support. They have always encouraged me to pursue any opportunities that will help me gain knowledge and experience. For example, I have had the opportunity to take interesting courses and obtain professional certificates, such as the Certified Service Professional issued by the Institute for Citizen-Centred Service. In addition, I have had the chance to acquire management and supervision skills.

Participating in different committees is also a great learning experience that has definitely been useful on a personal and professional level.

I have also used the Reimbursement of Tuition (ROT) program, which allows employees to acquire skills and knowledge through professional development. Becoming a higher performing organization helps us fulfill our mandate to serve Canadians.

What is your most memorable moment as an ESDC employee?

I have had many memorable moments as an ESDC employee. The most recent one was during my trip to Alberta to assist the Fort McMurray evacuees.

I was at the evacuation sites across Alberta and also got the chance to help out the mobile command centres (RVs) team to do outreach in northern Alberta. I was there for three weeks, and the whole team worked tirelessly to ensure clients were served promptly when they needed support the most. I was very proud to be part of ESDC’s support to the Fort McMurray evacuees.

People were very thankful and grateful for our presence in their communities, and it honestly meant a lot to me. This experience also allowed me to discover places in Alberta where I have never been and meet lots of great people who work for ESDC as well. Overall, I really enjoyed my experience and feel very lucky for being part of this!

How does your work contribute to ESDC’s mandate and vision?

My work contributes greatly to ESDC’s mandate and vision, part of which is to provide secure, knowledgeable, one-stop, personalized service to Canadians and improve access to the programs they need most.

By providing information and assistance, I get to know my community better, establish partnerships and serve people from diverse segments of society like Aboriginal people, youth, seniors, newcomers and persons with disabilities. Ultimately, it’s about helping the people where I live, and being a visible minority myself, it’s very important to me that all Canadians get the help and services they need and are treated fairly. Some clients may already be facing barriers in terms of access to government services. I want to make sure they can access ESDC’s programs and services easily.

What is the best part of your work?

As a front-line employee, I get a tremendous amount of job satisfaction from my delivery of service to the public. Some citizens prefer to receive services in person and I enjoy that particular aspect of my job.

What are your main job functions?

I’m part of a team that offers information and assistance on various government programs available to Canadians. I am challenged daily by new questions from clients on some type of benefit or service available, and I like helping them find the answers they are looking for.

What is your most memorable moment as an ESDC employee?

I began working at ESDC in 1982 and have many wonderful memories. A specific example is from 1985, when I was working at the service counter and I provided a first-time Social Insurance Number to a young man from Vietnam. It’s now 2016 and I was assisting a client apply for his Old Age Security benefits, when he said to me, “I remember you. You gave me my Social Insurance Number.” Experiences like that are incredible and remind us that we make a difference.

What makes you passionate about working at ESDC?

Helping clients. It is my enthusiasm, my drive and my motivation. After 33 years of service at ESDC, I continue to put all of my skills and energy into my work, while enjoying a work-life balance. After being given the opportunity to try various positions within this organization, it is clear to me that this position suits my personality. For me, helping people is my passion. Call it what you want, but it’s my self-driven attitude about my job and my willingness to help clients that have helped me feel successful in my job. I want to be at my job every day. I love what I do.

What interesting projects/programs do you work on?

I work in one of ESDC’s Service Canada centres, answering clients’ questions about our service offerings, providing advice on how to access government programs like the Canada Pension Plan, the Old Age Security pension and Social Insurance Numbers, and promoting the use of our electronic services.

What is the best part of your work?

The best part of my work at ESDC, absolutely, is the gratification of making a difference by having clients leave our Service Canada Centre fully satisfied with the service they received.

What is the one thing you want prospective employees to take away?

This role is so beneficial and provides you with so much job satisfaction. Particularly, the satisfaction of helping people, both the public and the people you work with on a daily basis. We really work hard together, as a team, to respond to the needs of our community.

How does your work contribute to ESDC’s mandate and vision?

As a Citizen Service Officer, I’m often the face of the Government of Canada that the public sees. It’s a big responsibility. By using all the tools and training ESDC makes available to me, I can confidently provide an efficient, consistent, friendly service experience to people.

Why did you choose a career at ESDC?

I enjoy interacting with people, and this job provides me with tremendous opportunities to do what I love. Being able to provide assistance to citizens when they need it the most gives me satisfaction and contributes to my personal growth, especially when clients leave my desk assured that they received the best service.

What is the best part of your work?

The best part of my work is the variety. There is never a dull moment in this job, as we see clients from all over the world and from all walks of life. I answer hundreds of questions every day, which forces me to constantly research and expand my knowledge. I can say that I learn something new every day.

I use my problem-solving skills when dealing with clients' issues. I’m really glad when clients receive what they need and are satisfied with the service.

I also value working relationships with my co-workers. We share information and resources, and we work together as a team to foster a supportive environment.

What are your main job functions?

I provide clients with information about the programs offered by the federal government. I assist with applications for Employment Insurance, the Canada Pension Plan and Old Age Security, and I help clients get in touch with processing centres when an issue arises. We promote self-service and assist with access to navigation tools such as My Service Canada Account.

What is your most memorable moment as an ESDC employee?

It is difficult to think of just one most memorable moment. Almost every day brings something memorable since we are privileged to deliver programs and services that make positive changes in peoples' lives.

I remember serving a client who came for a new Social Insurance Number on the day she became a permanent resident. She was so happy that she was crying. On another occasion, I provided information about maternity and parental benefits to a young woman expecting her first baby. She was so excited and wanted to share her joy with me. Another time, a senior citizen came to report the death of her husband of 60 years, and she was totally devastated and lost. I guided her through the application process for survivor and death benefits and offered my sympathy.

Moments like these make my job meaningful and rewarding.

What interesting projects/programs do you work on?

I get the pleasure of helping people of all ages determine which ESDC programs they need (Employment Insurance, Canada Pension Plan, Old Age Security, etc.) and supporting them through the application process. I also get to conduct Claimant Information Sessions, which is exciting as I get to demonstrate our www.servicecanada.gc.ca and www.canada.ca websites and share Employment Insurance and Job Search techniques. Once a month I get to travel out of the city to provide Scheduled Outreach Services to a remote town. I love having the flexibility and mobility to provide our programs and services in the communities where clients live. Recently, I had the privilege of partnering with Rupertsland Institute, working outside the Edmonton Expo Fort McMurray Evacuation Centre in their RV, where I helped displaced Indigenous and other citizens apply for Employment Insurance, gave general information regarding government programs and services, and referred people to the appropriate services they needed. Being that I am of Métis heritage, I was honoured to serve Fort McMurray citizens by letting them know we as the federal government do care.

Why did you choose a career at ESDC?

I have worked several years in the human services field, and just before coming to Service Canada I had worked for nine years at Hope Mission serving the homeless population in Edmonton, Alberta. I came across the employment posting to become a Citizen Service Officer and knew it would be an excellent fit for me. It was rewarding and challenging learning all of the programs and services that ESDC offers. I chose to work for Service Canada because I wanted to be part of something inspiring that helps make a difference in people’s lives. I feel that the work we do at Service Canada is incredibly valuable.

What is the best part of your work?

The best part of my job is seeing a client leave our office happy with the service, information and treatment that we provided. There are no words to describe the satisfaction you get from making someone’s day a little easier because you helped them get what they needed in a timely manner. Our clients come from all walks of life, they’re just like you and me, and they want to be treated like they matter. I love working with a team where everyone has got the same goal to serve and provide service excellence.

What is the one thing you want prospective employees to take away?

To be a Citizen Service Officer, you must have a passion for working with people. It takes good communication and interpersonal skills, and you have to be willing to learn new things since we are always adapting to meet new needs. We need team players and co-workers who want to go the extra mile in their work and career with ESDC.