Audit of the Immigration Program
Canadian Consulate General – Seattle
6.1. Cost Recovery Operations
The Seattle Mission operates with two cashiers: a head cashier, who is the cost recovery clerk, and a backup cashier. All of the program assistants back up the cashier on a rotational basis; they also act as head cashier if the cost recovery clerk is on leave. With the exception of the cost recovery undertaking for the program assistants, all of the other undertakings required were on file. The undertakings were taken from the current Cost Recovery Manual; however, this manual has not been updated recently, which means that they do not reflect the requirements of the position in the Point-of-Sale (POS+) or POS+2000 environment in which staff members work. The undertakings do not provide individuals with clear guidance on the expectations and responsibilities of their position.
Recommendation
8. International Region should finalize the new version of the Cost Recovery Manual as soon as possible.
Management Response
International Region managers agree with the recommendation. It is in their plans to devote resources to this project over the remainder of this fiscal year.
There are two cashiers in the Seattle Mission: a head cashier and a backup cashier. If they had only one cashier, staff members feel they would be unable to provide a reasonable level of service to CIC clients, especially in the summer. While the head cashier works in a booth, perhaps the most significant cost recovery control weakness is that the backup cashier’s (section removed). The Mission is aware of this weakness in infrastructure but continues to use a backup cashier for operational reasons. In addition, (section removed).
Recommendation
9. The Seattle Mission should (section removed).
Management Response
Management agrees in part with the recommendation. (section removed).
The cost recovery officer is an experienced immigration officer but has had little experience with cost recovery, and no training has been provided. Since the Cost Recovery Manual is out of date, as indicated earlier, there is an increased risk that controls over cost recovery activities in the Seattle Mission may not be sufficient or appropriate.
Recommendation
10. CIC should consider implementing a cost recovery training program to ensure that all staff members involved in the function have adequate knowledge to fulfil the requirements of their positions.
Management Response
The training delivered by the International Region’s Training Section (RIRT) to all new visa officers includes cost recovery policies, malfeasance, risk management and staff supervision—all issues related to the duties of a cost recovery officer. The same topics are covered in a more thorough manner during the Immigration Program Managers course. However, RIRT does not have the technical expertise or the facilities to provide appropriate training on POS+.
RIRT had identified this training need before the audit of our mission in Seattle. A detailed training plan on cost recovery was prepared two years ago. Unfortunately, implementation was delayed due to the need to focus on training related to the new Immigration and Refugee Protection Act (IRPA). The focus within RIRT will remain on IRPA-related training for the remainder of this fiscal year. RIRT has undertaken to review the module on cost recovery offered to visa officers in order to better prepare these officers to assume the responsibilities of a cost recovery officer.
- Date Modified:
