Audit of the Immigration Program
Canadian Consulate General – Seattle
3.5. Operating Procedures
Comprehensive operating procedures have not been formalized in the Seattle Mission. Informal notes kept by the IPM’s program assistant are provided to staff members in training; however, a more formal set of operating procedures would ensure consistency of operating tasks and reduce the reliance on verbal guidance from staff. Such procedures would be particularly useful during the summer, when additional staff members are required to process the increased number of non-immigrant applications. In addition, as there is substantial turnover of the cashier’s position, formal operating procedures would reduce the amount of training required each time a new cashier is hired.
Recommendation
1. The Mission should develop formal operating and desk procedures for staff in order to ensure consistency of operating tasks and reduce the reliance on verbal guidance from staff members.
Management Response
Management agrees with the recommendation. Staff members in Seattle have contributed more detailed information relating to their job duties to supplement information already held by the immigration program secretary. Although this information will be useful for training purposes, it is felt that the current system of observation and work under supervision is already highly effective. It should also be noted that Seattle management has taken other measures to ensure consistency of operating tasks, such as regular staff meetings to discuss operational issues and (section removed) audits, which are designed to highlight inconsistencies in operating procedures and develop common approaches.
- Date Modified:
