Management and Support Branch

Under the charge of an Assistant Director, the Management and Support Branch comprises the Service Management Division and the Immigration Service Institute of Training and Development, each headed by a Principal Immigration Officer.

The Service Management Division deals with matters relating to public relations, staff welfare, discipline of about 5 320 service staff, as well as conducts management audit and reviews complaints from the public. The Immigration Service Institute of Training and Development is responsible for the recruitment, training, deployment and career development of service staff.

Departmental Management Division

The Departmental Management Division is put under the charge of a Principal Executive Officer who is directly responsible to the Deputy Director for matters on personnel management, establishment control, finance, supplies and general administration of the Department.

Recruitment Exercise

The Department recruited 180 Immigration Officers and 227 Immigration Assistants in 2012. To meet the demand on manpower resources arising from new initiatives and to maintain our quality service to the public, a new round of recruitment exercise was launched in June 2012 for the post of Immigration Officer. Induction training for the successful candidates will commence in July 2013. They will join the workforce by phases from January 2014.

The Department participated in the Education & Careers Expo held at the Hong Kong Convention and Exhibition Centre in February 2012, introducing our recruitment activities to the public and promoting the professional image of the Department. We also organised career talks at tertiary institutions, professional education institutes and schools of continuing studies with a view to attracting persons with high calibre to join our Department.

Career Development

We have strong belief that a professional and effective workforce relies on the excellent performance and service contributed by each staff member. The Career Development Sub-division of the Management and Support Branch strives to formulate strategic plans on career development of Immigration Service Grade staff through overseeing recruitment activities, making strategic staff posting arrangements, managing staff performance, and identifying training needs for all service staff. The Career Development Sub-division also reviews the overall staff deployment plan to meet the operational needs.

Training

Immigration Service Institute of Training and Development

The Immigration Service Institute of Training and Development (ISITD) is responsible for ascertaining training needs, formulating the annual training and development plan, implementing training activities and evaluating the effectiveness of training programmes. It provides in-service and induction training as well as learning resources to Immigration Service staff to ensure that service staff at different levels are equipped with the necessary skills to meet challenges and promotes the culture of life-long learning in the Department.

ISITD is a 13-storey purpose-built complex that houses a variety of training facilities as well as residential facilities. Generic facilities include drill ground, classrooms, lecture theatre, indoor swimming pool, Learning Resource Centre, Information Resources Centre, obstacle training ground, physical fitness centre and gymnasium with elevated running tracks. Specific training facilities such as Entry / Exit Processing and Records System (EXPRESS) Training Centre, Automated Passenger and Vehicle Clearance (APVC) Training Centre, video recording interview rooms and mock court are set up to cater for job-related training in a mock environment. ISITD also provides residential facilities to trainees to help cultivate a sense of discipline and to boost esprit de corps. In addition, there is an Immigration Museum established at ISITD which aims to provide better knowledge on the work and historical development of the Department.

ISITD serves to equip service staff with professional knowledge and skills to serve the community. ISITD keeps enhancing the induction and in-service training so as to keep pace with the Department's latest developments. ISITD also actively collaborates with the Mainland and overseas counterparts in organising exchange programmes. To promote continuous learning and enhance personal development, the Department sponsors staff to undertake study programmes at different areas and levels provided by other government departments or outside organisations.

Induction Training

ISITD conducts two major categories of training: induction training and in-service training. Induction training aims to equip new recruits with the necessary skills and knowledge that they require in performing their duties. The duration of the induction course for Immigration Assistant is 14 weeks, whereas that for Immigration Officer is 25 weeks. The training curriculum is a combination of theories and practices, covering areas of laws, immigration policies and procedures, as well as the functions and organisation of the Department. Particular emphasis is placed on nourishing a strong sense of discipline and developing commitment to serve the community effectively and efficiently. Other training includes foot drill, tactical training, physical fitness, swimming, first aid, etc. During the training, the management and leadership skills of Immigration Officers are further strengthened through management workshops, supervision exercises and leadership training camps.

In 2012, 180 Immigration Officers and 185 Immigration Assistants completed induction training at ISITD.

In-service Training

In 2012, ISITD organised various in-service training courses for 1 239 officers at different ranks to sharpen their minds and skills, including a new series of Media Training Workshop. The workshop was designed to equip participants with knowledge and skills on handling the media, so as to develop a deeper understanding of the current media environment and establish a more effective communication channel. In 2012, 78 officers of middle management took part in the workshop.

To better prepare frontline staff to cope with challenges of work, ISITD organised a number of relevant workshops in 2012, covering the techniques in handling complaints and stress management, so as to achieve work-life balance. More than 290 frontline officers attended such workshops in the year.

Specific courses on EXPRESS and APVC systems are conducted for service staff of control points. In 2012, a total of 233 officers and supervisors working in control points attended these courses.

Other Training

ISITD also arranges officers to attend training courses in other areas organised by other departments, organisations and institutes. These include management, language, communication and national studies courses organised by the Civil Service Training and Development Institute of the Civil Service Bureau, Command Courses and Criminal Investigation Courses organised by the Hong Kong Police Force and Tactical Training organised by the Correctional Services Department.

To enhance safety measures in the office and that of the public, ISITD arranged a total of 431 and 42 officers to attend the Basic First Aid Course and the Refresher First Aid Course respectively organised by the Auxiliary Medical Service.

Overseas Training and Exchange Programme

Human resources development is essential for a healthy and sustainable organisation. To prepare staff to cope with challenges, ISITD continues to arrange staff to attend various overseas training and exchange programmes with the relevant overseas law enforcement agencies with a view to broadening their global horizons, enhancing their knowledge and expertise, and developing their management skills, leadership and potential. In 2012, the Department arranged 20 officers to attend various exchange programmes and overseas courses on management, development and investigation techniques.

Mainland Training and Exchange Programme

Liaison and contact between the Department and the relevant Mainland authorities have become more frequent. In order to broaden our officers’ horizons, develop a better understanding of the legal systems and social developments in the Mainland and foster a good working relationship with the Mainland counterparts, ISITD arranged 193 officers of different ranks to attend the training and exchange programmes in the Mainland in 2012.

During the year, 15 delegations with a total of 261 Mainland officials attended different exchange programmes at ISITD. Through these exchange programmes, the communication and working relationship between the Mainland counterparts and the Department were further enhanced.

Customer Service Training Workshop

To enhance communication skills and esprit de corps, customer service training workshops and related training seminars were conducted for 220 officers of the ranks from Immigration Assistant to Immigration Officer in 2012.

Tactical Training

Training courses on the proper use of different types of self-defence equipment including Blackman Suit, field dress, anti-riot helmet, anti-riot shield, extendible baton and oleoresin capsicum foam (pepper spray) were provided to 261 staff in 2012.

Team Building Programme

To boost the esprit de corps of the frontline working teams at various immigration control points and foster mutual understanding, trust and support among team members and supervisors, ISITD continued to conduct a two-day Team Building Programme for Frontline Staff in 2012. During the programme, senior officers at managerial level of respective divisions were invited to visit the participants to further strengthen the sense of belonging and promote caring and supportive culture. In the year, a total of 37 officers of ranks from Senior Immigration Assistant to Immigration Officer attended the programme.

e-Learning

To promote life-long learning and to better prepare our staff for new challenges, ISITD has worked together with the Civil Service Bureau since May 2010 to launch e-learning programmes via the e-Learning Platform through the Cyber Learning Centre Plus. Besides, a new web-based learning package on Lecture on Civil Law has been launched since February 2012. The package aims to reinforce the alertness and awareness of service staff towards civil liability and equip them with the basic knowledge of administrative law and civil litigation process so as to enhance the quality of their decision-making and to prepare them for possible legal challenges. The e-Learning initiatives allow staff to access the online training resources of the Department by electronic means according to their own pace and schedule.

Youth Training

The Department actively participates in youth training programmes. In 2012, ISITD and the Education Bureau collaboratively organised Smarteen Challenge Camp for a total of 35 Secondary Three students. This five-day residential training camp aims to boost the self-confidence, self-discipline, esprit de corps as well as sense of discipline of the students.

Teachers’ Training Camp

Since 2006, the Department has been collaborating with the Education Bureau to organise a training camp for teachers of secondary schools. The two-day residential training aims to widen the horizon of teachers in discipline training with a view to aiding the development of their education work. In 2012, 21 teachers from different secondary schools participated in the camp.

ISITD Homepage

ISITD aims to promote life-long learning culture among the service staff. Through ISITD Homepage on the Department's Intranet, staff can gain access to updated information and training materials on the work of the Department. The ISITD Homepage includes the information of e-learning, Learning Resource Centre, Reader's Corner, video and photographs of training activities, useful links and other reference materials.

Guide on Conduct and Discipline

Apart from job-related training, equipping staff with high standard of integrity is of equal importance. To allow immigration staff to keep abreast of the up-to-date ethical guidelines on civil servants, the Guide on Conduct and Discipline (the Guide) was uploaded onto the Department’s Intranet. The Guide lists out real-life examples regarding conflict of interest and personal conduct. It also emphasises the role of supervisor in terms of accountability and managing conflict of interest. All immigration staff should adhere to the core values stated in the Guide in order to uphold the highest standard of integrity and to enhance the quality and efficiency of services provided to the community.

Welfare and Recreation

The Department attaches great importance in maintaining a close dialogue with staff in order to improve staff welfare and relations and to strengthen staff’s esprit de corps as well as commitment. There are various channels of consultation and communication between staff and the management. These include formal committees, informal meetings and group discussions, welfare visits, newsletters, etc. At the same time, various sports and recreational activities are organised to deepen mutual understanding and trust between staff and the management. Staff are encouraged to offer suggestions on improving their working environment and quality of service, which are dealt with seriously and expeditiously.

Immigration Department Consultative Committee

The Immigration Department Consultative Committee is a formal consultative forum between the staff and the management. It aims at achieving better understanding and co-operation of both sides on matters affecting the well-being of the staff such as conditions of service, quarters, training, promotion and career development. The committee meets quarterly and is chaired by the Assistant Director (Management and Support). The official side comprises 6 members, while the staff side comprises 20 members being representatives from the Officer, Rank and File and different civilian grades. A representative from the Civil Service Bureau attends all meetings of the committee.

Welfare Visits and Counselling Service

Apart from formal and informal meetings between the staff and the management, welfare officers of the Department pay regular visits to staff at places of work with a view to understanding their concerns and feelings. To enhance communication with frontline staff and strengthen esprit de corps among staff, the Frontline Supporting Team (the Team) was formed in July 2007 under the Welfare Section to conduct frequent welfare visits to frontline service staff with a view to sharing views on work-related issues and being a channel to relay their requests. Since its establishment and up to December 31, 2012, the Team paid 146 visits to various frontline sections and offices.

Hospital visits and home visits are paid to staff who are ill or injured and those who need after-care assistance. In 2012, 75 consolation enquiries and 14 hospital and home visits were made.

Welfare officers also conduct personal interviews with officers who feel stressed due to work pressure or personal problems and provide them with counselling service or assistance. In 2012, 24 interviews were conducted.

Immigration Wellness Service Centre

In order to render extensive support for the mental health of our staff and provide immediate counselling service to the staff in need, the Immigration Wellness Service Centre (the Centre) was set up in March 2008 and a Clinical Psychologist was employed. The Clinical Psychologist provides professional counselling services to help staff manage pressure arising from their work and life positively. Moreover, the Clinical Psychologist also assists the management in formulating and implementing departmental promotion programmes, such as ‘Facing Critical Incidents’, ‘Stress Management’ and ‘Enhancing Conflict Competence’ for the psychological well-being of staff. By December 31, 2012, the Centre had provided 1 202 times of counselling service and 241 workshops.

In addition, the Clinical Psychologist of the Centre also develops psychological wellness and related health promotion programmes to all staff members for fostering a healthy and balanced lifestyle. Prominent speakers are invited from time to time to deliver health talks on various topics to all staff members to arouse their health consciousness. By December 31, 2012, the Centre had organised 12 health talks for our staff.

A Peer Support Network (the Network) was built in 2008 to enhance peer support among staff within the workplace. By December 31, 2012, there were 285 peer counsellors under the Network and they were all equipped with training in basic counselling skills and introduction to mental health.

With the assistance of the Clinical Psychologist, the Critical Incident Stress Management (CISM) team was set up in 2009 to equip officers with the psychological qualities to protect themselves from the risk of post-traumatic stress disorder in handling tragic and critical incidents while offering psychological first-aid to other victims. Professional CISM training course with certificates awarded by the International Critical Incident Stress Foundation was provided to the team members.

Immigration Department Staff Club

Sports and recreational activities are organised by the Immigration Department Staff Club round the year to promote a healthy lifestyle among the staff and their families, enhance understanding among staff and to boost esprit de corps. With the support of the Sports and Recreation Team of the Welfare Section, a wide range of sports activities including Dragon Boat races, ball games, Sports Day, 7-km Long Distance Run, Yoga and Funky Jazz classes were arranged for the staff in 2012. Other recreational programmes such as hiking, summer cruises, family outings, Christmas Children's Party, Annual Dinner, Departmental Karaoke Competition and Chinese New Year gathering organised during the year were all welcomed by the staff and their families.

To promote volunteer social service among the staff, the Immigration Department Volunteer Work Team was set up under the wings of the Immigration Department Staff Club in June 2002. With almost 600 members by the end of December 2012, the team provided a wide range of community services and actively participated in various charity events, such as the yearly ‘Law Enforcement Torch Run for Special Olympics’, ‘Lifeline Express Charity Run’ and ‘Oxfam Trailwalker’. In 2012, the team contributed a total of 9 283 hours of volunteer service to the community and was awarded the Gold Award for Volunteer Service from the Volunteer-in-Chief and the Director of Social Welfare.

The Immigration Service Welfare Fund

The Immigration Service Welfare Fund is established under the Immigration Service Ordinance for the purposes of procuring benefits and granting loans to members or former members of the Immigration Service. The fund also provides grants to dependants who need financial assistance for funeral expenses in respect of any deceased member or deceased former member of the Immigration Service.

In 2012, $678,012 was spent on welfare equipment, consolation gifts, sports, recreational activities, etc.

Management Audit

In 2012, the Management Audit Section under the line management of the Service Management Division paid a number of visits to various control points and offices to ensure that relevant immigration policies, application procedures and administration rules had been properly followed, and to make recommendations on areas where the quality of work and customer services could be further improved.

The Customer Services Unit of the Management Audit Section receives, monitors and reviews complaints from the public. All investigated complaints are further analysed by the Complaints Review Working Party (Working Party), headed by Assistant Director (Management and Support) with members from the Service Management Division and the Management Audit Section. The Working Party gives advice on whether the complaints are justified and recommends improvements where necessary. In 2012, 8 out of the total 38 complaints were found justified. In the same year, the Department received more than 2 690 letters of appreciation and notes of thanks.

Awards and Commendations

In 2012, Senior Principal Immigration Officer Mr T S Chui was awarded the Hong Kong Immigration Service Medal for Distinguished Service (I.D.S.M.) and four officers were awarded the Hong Kong Immigration Service Medal for Meritorious Service (I.M.S.M.). Besides, two members of our Department were awarded the Medal of Honour and the Chief Executive’s Commendation for Government / Public Service respectively.

Officers who have completed certain years of satisfactory service with exemplary character and good conduct would be awarded medals and clasps. In 2012, 129 officers were awarded the Long Service Medal after 18 years of service; 121 officers were awarded the First Clasp to the Medal after 25 years of service; 119 officers were awarded the Second Clasp to the Medal after 30 years of service and 35 officers were awarded the Third Clasp to the Medal after 33 years of service. On commendation at the departmental level, 56 officers were awarded the Director’s Commendation and 93 officers were awarded the Assistant Director’s Commendation.

Communications and Public Affairs

The Communications and Public Affairs Section is the Department’s news agency which provides the link between the Department and the media. The section is responsible for maintaining effective communication with the mass media, answering media enquiries and drawing up publicity plans to promulgate the Department’s policies. The section, which maintains close relations with outside organisations, is also the Department’s representative in handling public affairs and participating in social functions and activities.

In 2012, the section issued press releases, answered press enquiries, arranged location filming and media briefings on immigration matters, such as measures to handle increasing cross-boundary passenger traffic, enforcement actions against illegal workers and immigration offenders, the enhancement of the e-Channel service at control points, implementation of new visa policies and initiatives, the progress of assisting Hong Kong residents in distress outside Hong Kong, and the deterrence of global illegal migration activities and combating forged travel documents, etc.

Information and Liaison

The Information and Liaison Section plays a major role in handling public enquiries regarding the services provided by the Department. The Immigration Enquiry Services System currently employed by the section can centrally process all the enquiries made in person, by phone, e-mail, fax and letter.

To provide better services to the public, the section is dedicated to enhancing the enquiry services system. Currently, the system provides one-stop-shop service by transferring enquiry calls to the Department’s 24-hour Telephone Appointment Booking System and the Telephone Application Status Enquiry System. It also provides information on the current-day walk-in quota of our Immigration Branch Offices, Registration of Persons Offices and certain offices at the Immigration Headquarters. To further facilitate public access to the pre-recorded information provided in the Department’s General Enquiry Hotline, the section has specially designed and printed self-service enquiry information cards for distribution to members of the public, and has also uploaded the self-service call-flow diagram of the General Enquiry Hotline onto the Department’s Homepage for reference by the public.