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 the staff welfare and discipline of about 6,940 service staff as well as public relations, 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

To meet the manpower needs of new control points and other business development, a new round of open recruitment of Immigration Officers was launched in January 2018 while the open recruitment of Immigration Assistants continued to be conducted all year round. During the recruitment exercises in 2018, the Department recruited about 200 Immigration Officers and 600 Immigration Assistants.

The Department participated in the Education & Careers Expo held at the Hong Kong Convention and Exhibition Centre in February 2018, introducing our recruitment activities to the public and promoting the professional image of the Department. The Department 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

It is our strong belief that a professional and effective workforce relies on the dedication of every staff member to provide excellent service by playing to their strengths. The Career Development Sub-division of the Management and Support Branch is tasked to organise recruitment activities, make strategic staff posting, manage staff performance and draw up training plans. It also strives to formulate tailor-made career development plans for Immigration Service Grade staff. The Career Development Sub-division also reviews the overall staff deployment plan to meet operational needs.

Training

Immigration Service Institute of Training and Development

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

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

The ISITD serves to equip service staff with professional knowledge and skills for serving the community. The ISITD keeps enhancing the induction and in-service training so as to keep pace with the Department’s latest development. The ISITD also actively collaborates with the Mainland and overseas counterparts in organising exchange programmes. To promote life-long learning and personal development, the Department sponsors staff to undertake various study programmes provided by other government departments or outside organisations.

Induction Training

The ISITD conducts two major categories of training, namely induction training and in-service training. Induction training aims to equip new recruits with the necessary skills and knowledge for performing duties. The duration of the induction training programme for Immigration Assistants is 14 weeks, whereas that for Immigration Officers 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, with particular emphasis on nourishing a strong sense of discipline and developing commitment to serving the community effectively and efficiently. It also includes foot drills, tactical training, physical fitness, swimming and first aid. During the training, the management and leadership skills of Immigration Officers are further strengthened through management workshops, supervision exercises and leadership training camps.

In 2018, 382 Immigration Officers and 782 Immigration Assistants completed induction training at the ISITD.

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In-service Training

In 2018, the ISITD organised various in-service training courses, such as Dynamic Leadership Workshops for the rank of Assistant Principal Immigration Officer, Senior Immigration Officer Management Competency Courses, Immigration Officer Enhancement Courses, Building a Supportive Team Programmes, Team Building Programmes for Frontline Staff, Fundamental Courses for Chief Immigration Assistant Duties, Senior Immigration Assistant Development Courses, Senior Immigration Assistant Efficiency Courses and Immigration Assistant Passenger Clearance Courses for 4,310 officers of different ranks to sharpen their minds and skills.

Specific courses on ICONS and Automated Immigration Clearance are also held for service staff of control points. In 2018, a total of 192 officers and supervisors working at control points attended these courses.

Immigration training programmes recognised under the Qualifications Framework

The Department has been committed to providing flexible and diverse learning pathways for members of the Immigration Service with a view to enhancing the quality of the Immigration Service, promoting life-long learning culture among its members and facilitating their personal development. In 2018, the Department collaborated with the Open University of Hong Kong Li Ka Shing Institute of Professional and Continuing Education to offer three induction and in-service training programmes for the Immigration Assistant grade. These programmes were recognised under the Qualifications Framework (QF). Upon completion of the induction training programmes recognised under the QF, the newly recruited Immigration Assistants will be awarded the Professional Diploma in Immigration Services and Control, which is at QF Level 4 (equivalent to the level of sub-degree). In addition, Senior Immigration Assistants and Chief Immigration Assistants who have completed the relevant in-service training programmes will be awarded the Professional Certificate in Preparatory Management in Immigration Services and Control, which is at QF Level 4 (equivalent to the level of sub-degree), and the Professional Certificate in Frontline Management in Immigration Services and Control, which is at QF Level 5 (equivalent to the level of Bachelor Degree), respectively. As at the end of 2018, a total of 462 members of the Immigration Service had completed the training programmes. The Department will continue to apply for the inclusion of various training programmes in the Qualifications Register so that more members can acquire the relevant professional qualifications.

Other Training

To adhere to the ‘Care and Cohesion’ value of the Department and enhance mutual communication between the management and frontline staff, the ISITD collaborates with the Service Management Division to run a series of Workplace Visits. The activity provides an effective platform for our colleagues to share workplace experience on various topics, including effective communication skills and appraisal writing techniques. In 2018, the ISITD and the Service Management Division paid a total of 22 visits to different immigration offices and control points with the participation of 678 colleagues.

The ISITD also arranges Immigration Service members of various ranks to attend training courses 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 jointly organised by the ISITD and the Correctional Services Department.

To enhance the safety of staff in the office and that of the public, the ISITD arranged 90 and 19 in-service staff members to attend the Basic First Aid Course and Refresher First Aid Course respectively during the year. Forty-seven in-service staff members attended the Automated External Defibrillation Provider Course. A total of 1,164 induction trainees attended the Certificate in First Aid Course and Automated External Defibrillation Provider Course.

Overseas Training and Exchange Programme

Human resource development is essential for a healthy and sustainable organisation. To prepare our staff to meet challenges, the ISITD continued 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 2018, the Department arranged 33 officers to attend overseas exchange programmes or courses on management, development, anti-riot and investigation techniques.

Mainland Training and Exchange Programme

Liaison and contact between the Department and the relevant authorities in the Mainland have become more frequent. In order to broaden our officers’ horizons, enhance their understanding of the legal systems and social development of the Mainland and develop a closer working partnership with the Mainland counterparts, the ISITD arranged 169 officers of different ranks to attend training or exchange programmes in the Mainland in 2018.

Moreover, in order to strengthen exchanges and cooperation between the immigration authorities in Hong Kong and Macao, an exchange and cooperation mechanism was established between the Department and the Public Security Police Force of the Government of the Macao Special Administrative Region in 2017 for the enhancement of expertise of both parties and the exchange of practical experience. In 2018, the ISITD arranged 12 officers of different ranks to attend an exchange programme in Macao.

In 2018, the ISITD arranged for 17 delegations with a total of 307 Mainland officials and 1 delegation with a total of 13 Macao officials to attend exchange programmes in Hong Kong so as to enhance communication and co-operation with our Mainland and Macao counterparts.

Customer Service and Mediation Workshop/ Mediation and Communication Workshop

To enhance communication skills and techniques in handling disputes, basic mediation techniques have been included in the Customer Service Workshop since July 2017. A total of 1,439 officers of the ranks from Immigration Assistant to Senior Immigration Officer participated in the workshop in 2018.

With a view to better preparing our frontline staff for dealing with complaints and conflicts in the workplace, a two-day advanced mediation and communication workshop for staff members of the ranks from Chief Immigration Assistant to Senior Immigration Officer was conducted by the ISITD in 2018. A total of 105 frontline staff members attended the workshop.

Tactical Training

To enhance the awareness of staff members of the ranks from Immigration Assistant to Senior Immigration Officer about resistance control and escort safety, the ISITD continued to conduct half-day to two-day Tactical Training Refresher Courses, which covered topics such as resistance control techniques and the use of different types of self-defence equipment.

Building a Supportive Team Programme/Team Building Programme for Frontline Staff

With a view to strengthening communication, teamwork and the sense of discipline of frontline staff, the ISITD introduced a five-day Building a Supportive Team Programme in August 2017 for the first time, targeting at staff members of the ranks of Immigration Officer, Chief Immigration Assistant and Senior Immigration Assistant. The new programme is designed to replace the existing Team Building Programme in order to provide more comprehensive training for frontline staff. In 2018, a total of 168 staff members received the relevant training.

Delighting Your Work Programme

To enable frontline staff to have a better understanding of emotion and positive thinking, and to help them tap their creativity and develop a positive and optimistic outlook on life, the ISITD has run a one-day Delighting Your Work Programme for frontline staff since January 2015. A total of 42 officers of the ranks of Immigration Assistant and Senior Immigration Assistant attended the programme in 2018.

Psychological First Aid Course

To better equip frontline staff to provide practicable assistance for Hong Kong residents in distress outside Hong Kong and their family members, the ISITD jointly organised a three-day Psychological First Aid Course with the Immigration Wellness Service Centre and the Hong Kong Red Cross for frontline staff. The course covers topics such as basic techniques on information collection, and quick assessment of the needs of the persons concerned and how to provide them with appropriate assistance flexibly. In 2018, a total of 89 staff members attended the course.

e-Learning and ISITD Homepage

To promote life-long learning and to better prepare our staff for new challenges at work, the ISITD provides various e-learning programmes for our staff on the ISITD’s homepage on the Department’s Intranet. The ISITD has also worked together with the Civil Service Bureau since May 2010 to launch e-learning programmes via the e-Learning Platform on the Cyber Learning Centre Plus. Through these two platforms, staff can learn according to their own pace and schedule.

Besides, staff can borrow books of the Learning Resource Centre, browse videos and photographs of training activities and gain access to other useful reference materials through the ISITD’s homepage on the Department’s Intranet.

Youth Training

The Department has always actively participated in youth training programmes. In 2018, the ISITD and the Education Bureau collaboratively organised a Smart Teen Challenge Camp for a total of 88 junior secondary school students. This five-day residential training camp aims to boost the self-confidence, self-discipline, esprit de corps and sense of discipline of the students.

Since 2013, the Department has introduced a youth training programme, namely ‘Immigration Department Youth Leaders’. It aims at providing disciplinary and leadership training for students of Secondary 3 to Secondary 6 so as to help them foster positive values and the spirit of serving the community, and to widen their horizons. Since the introduction of the training programme of ‘Immigration Department Youth Leaders’, over 150 students have joined it.

Guide on Conduct and Discipline

Apart from enriching job-related knowledge and providing skill-based training, upholding high standard of integrity among staff of the Department is of equal importance. To allow our staff to keep abreast of the up-to-date ethical guidelines on civil servants, the ‘Guide on Conduct and Discipline’ (the Guide) has been uploaded onto the Department’s Intranet. The Guide lists real-life examples regarding conflict of interest and personal conduct. It also emphasises the role of supervisors in terms of accountability and dealing with conflict of interest. All 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 our services provided for the community.

Welfare and Recreation

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

Immigration Department Consultative Committee

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

Welfare Visits and Counselling Service

Apart from formal and informal meetings between management and staff, Welfare Officers of the Department pay regular visits to staff at their workplace to understand their concerns and feelings. To maintain closer contact with frontline staff, foster understanding among staff members and strengthen esprit de corps and communication, 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 relaying their requests. From its establishment to 31 December 2018, the Team paid 289 visits to various frontline sections and offices.

In addition, Welfare Officers pay hospital and home visits to staff who are ill or injured so as to provide after-care assistance for those in need. In 2018, 252 consolation enquiries and 12 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 2018, 31 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 for 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 service to help staff manage pressure arising from their work and life positively. Moreover, the Clinical Psychologist assists the management in formulating and implementing departmental programmes, such as Delighting Your Work, Stress Management, Introduction to Mental Illness, Introduction to Mental Health and Basic Counselling Skills, and Post-traumatic Stress Responses and Interventions, for the psychological well-being and mental health of staff. As at 31 December 2018, the Centre had provided counselling service for 2,090 staff members and organised 360 workshops.

In addition, the Centre organises psychological wellness and related health promotion programmes for 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 for all staff members to raise their health consciousness. As at 31 December 2018, the Centre had organised 58 health talks for our staff.

A Peer Support Network (the Network) was built in 2008 to enhance peer support among the staff of various sections. At present, more than 300 disciplined and civilian staff have enrolled as peer counsellors under the Network and they have all received training in basic counselling skills and introduction to mental health. The Clinical Psychologist and Welfare Officers also visit the peer counsellors from time to time to learn about their counselling service and to give them suggestions on how to handle difficult cases. The Centre will continue to provide suitable courses for the peer counsellors to enhance their counselling skills and invite more staff to join the Network.

Immigration Department Staff Club

Sports and recreational activities for staff and their families are organised by the Immigration Department Staff Club round the year to promote a healthy lifestyle, enhance understanding among staff members and 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, various ball games, the Sports Day, the Swimming Gala, the 7-km Long Distance Run and regular Yoga classes were arranged for the staff in 2018. Other recreational programmes such as hiking, summer cruises, family outings, nighttime cuttlefish fishing, Christmas Children’s Party, Annual Dinner, the Departmental Karaoke Competition and the Chinese New Year gathering organised during the year were also well received by staff and their families.

To promote the substainability of the Departmental Sports Teams and esprit de corps of the Department, the Immigration Department Staff Club has appointed 16 officers as the team managers of the Departmental Sports Teams since 2014. Under the leadership of the team managers, representatives from the Departmental Sports Teams attained excellent results in various disciplined services tournaments and open competitions in 2018. Among these competitions, the teams won championships in soccer, volleyball, badminton, rowing and indoor rowing competitions.

The Immigration Band was established in May 2015. It has performed in departmental functions and parades as an amateur marching band. The band has also been invited to perform on various occasions, such as departmental annual dinner and carnivals of other departments. Besides the Immigration March, the band also excels in playing famous songs from across the world and popular easy-listening music. As at 31 December 2018, more than 50 disciplined staff members from various sections had participated in the Band.

To encourage our staff to participate in voluntary social services during their spare time, the Immigration Department Volunteer Work Team was set up under the Immigration Department Staff Club in June 2002. The team has participated in a wide range of community services and charity events, such as ‘Law Enforcement Torch Run for Special Olympics’, ‘Lifeline Express Charity Run’, ‘Oxfam Trailwalker’ and ‘Life Buddies Mentoring Scheme’. In September 2018, the team assisted to remove fallen trees and debris after the ferocious strike of super typhoon Mangkhut. Overall, the team contributed over 11,269 hours of volunteer service to the community in 2018 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 for and granting loans to members or former members of the Immigration Service. The fund also provides grants for dependants who need financial assistance for funeral expenses in respect of any deceased member or deceased former member of the Immigration Service.

In 2018, $1,260,537 was spent on welfare equipment, consolation gifts, sports, recreational activities, etc.

Management Audit

In 2018, the Management Audit Section under the Service Management Division paid visits to a number of control points and offices to ensure that immigration policies, application procedures and administration rules had been properly followed, and to make recommendations on areas where the quality of work and customer service could be further improved.

The Customer Services Unit of the Management Audit Section receives complaints from the public and monitors the replies. All investigated complaints are further analysed and reviewed 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 2018, 7 cases were reviewed and 4 cases were found justified. In the same year, the Department received 4,505 letters of appreciation and notes of thanks.

Awards and Commendations

In 2018, Mr Raymond W M Lok, Assistant Director of Immigration, was awarded the Hong Kong Immigration Service Medal for Distinguished Service (I.D.S.M.). Three other officers were awarded the Hong Kong Immigration Service Medal for Meritorious Service (I.M.S.M.). In addition, two staff members of our Department were awarded the Chief Executive’s Commendation for Government / Public Service.

Officers who have completed certain years of satisfactory service with exemplary character and good conduct will be awarded medals and clasps. In 2018, a total of 71 officers were awarded the Long Service Medal after 18 years of service; 73 officers were awarded the First Clasp to the Medal after 25 years of service; 177 officers were awarded the Second Clasp to the Medal after 30 years of service; and 34 officers were awarded the Third Clasp to the Medal after 33 years of service. On commendation at the departmental level, 11 officers were awarded the Director’s Commendation and 8 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 serves as 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 liaison with outside organisations, is also the Department’s representative in handling public affairs and participating in social functions and activities.

In 2018, the section issued press releases, answered press enquiries, arranged location filming and conducted media briefings on immigration matters, such as provision of efficient immigration clearance services to handle increasing cross-boundary passenger traffic, enhancement of the e-Channel service at control points, provision of assistance for Hong Kong residents in distress outside Hong Kong, implementation of new visa policies or initiatives, increasing the number of countries where holders of HKSAR passports can be granted visa-free access, enforcement actions against illegal employment and immigration offenders, and introduction of the new smart identity card and the Territory-wide Identity Card Replacement Exercise.

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, and by phone, e-mail, fax and letter.

To provide better services for the public, the section is dedicated to enhancing the enquiry services system. Currently, the system provides one-stop 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 quotas 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 by 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 public reference.