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Under the charge of an Assistant Director, the Management and Support Branch comprises the Service Management Division, the Quality Assurance Division and the Immigration Service Institute of Training and Development (ISITD), each headed by a Principal Immigration Officer.
The Service Management Division deals with matters relating to the welfare and discipline of about 7,000 service staff as well as public relations. The Quality Assurance Division is dedicated to conducting management audits, reviewing complaints from the public and planning the construction of the new Immigration Headquarters. The ISITD is responsible for the recruitment, training, deployment and career development of service staff.
Organisation Chart of the Management and Support Branch
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.
Organisation Chart of the Departmental Management Division
To meet the manpower demand for business development, the department launched a new round of open recruitment of Immigration Officers in June 2020 while the open recruitment of Immigration Assistants continued to be conducted all year round. During the recruitment exercises in 2020, the department recruited about 40 Immigration Officers and 150 Immigration Assistants.
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 with organising recruitment exercises, making strategic staff posting, managing staff performance, drawing up training plans and striving to formulate tailor-made career development plans for Immigration Service members. It also reviews the overall staff deployment plan to meet operational needs.
The 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 also provides training courses and 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.
Immigration Service Institute of Training and Development
The ISITD is a 13-storey purpose-built complex that houses a variety of training 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, a Tactical Training Ground, a physical fitness centre and a gymnasium with elevated running tracks. Specific training facilities such as an Immigration Control System (ICONS) Training Centre, an Automated Immigration Clearance Training Centre, video recording interview rooms, a mock court, a Simulated Scenarios Tactical Training Centre, a simulated isolation cell, a simulated protected room and a new simulated dormitory and dayroom of the Castle Peak Bay Immigration Centre are also set up to cater for job-related training in a mock environment. The ISITD also provides residential facilities for trainees to cultivate their sense of discipline and boost esprit de corps. In addition, the Training Gallery at the ISITD aims at providing detailed information on the work and historical development of the department.
Immigration staff undergo diverse and multi-disciplinary training at ISITD.
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 our Mainland and overseas counterparts in organising exchange programmes. In addition, to promote life-long learning and personal development, the department sponsors staff to undertake various training programmes provided by other government departments or outside organisations.
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, while promoting life-long learning culture among its members to facilitate their personal development. In 2019, the department, in the capacity of programme operator, applied to the Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) for accreditation of its various induction and in-service training programmes for inclusion in the Qualifications Register (QR). In December 2020, the department further applied to the HKCAAVQ for accreditation of its Senior Immigration Officer Management Competency Course, which has been recognised under the Qualifications Framework (QF). Trainees who have completed the course will be awarded a Professional Certificate in Effective Leadership and Management for Senior Immigration Officers, which is at QF Level 5, equivalent to bachelor's degree level.
The department has been applying for the inclusion of various training programmes in the QR so that more service members can acquire the relevant professional qualifications.
At present, the department has a total of six self-operated programmes that have been recognised under the QF. Apart from the above-mentioned course for Senior Immigration Officers, the other programmes include the Professional Diploma in Management in Immigration Services and Control for Immigration Officers and the Professional Certificate in Frontline Management in Immigration Services and Control for Chief Immigration Assistants, which are pitched at QF Level 5 (equivalent to bachelor's degree level), and the Professional Certificate in Preparatory Management in Immigration Services and Control for Senior Immigration Assistants, the Professional Diploma in Immigration Control and Passenger Clearance for Immigration Assistants, and the Professional Diploma in Immigration Services and Control for Immigration Assistants, which are pitched at QF Level 4 (equivalent to associate degree or higher diploma level). From the accreditation of the above programmes to the end of 2020, a total of 1,784 members of the Immigration Service, comprising 147 Immigration Officers, 125 Chief Immigration Assistants, 123 Senior Immigration Assistants and 1,389 Immigration Assistants had completed the training programmes. The department will continue to apply for the inclusion of various training programmes in the QR so that more service members can acquire the relevant professional qualifications.
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 providing quality services to the community. It also includes foot drills, tactical training, physical fitness training, 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 2020, 105 Immigration Officers and 230 Immigration Assistants completed induction training at the ISITD.
In 2020, the ISITD organised various in-service training courses, such as Senior Immigration Officer Management Competency Courses, at QF Level 5, Immigration Officer Consolidation Courses, Customer Service and Mediation Training Programmes, footdrill training, tactical training, the Professional Certificate Programme in Frontline Management in Immigration Services and Control, the Professional Certificate Programme in Preparatory Management in Immigration Services and Control, and the Professional Diploma Programme in Immigration Control and Passenger Clearance, for 3,080 service members of different ranks to sharpen their minds and skills.
Training courses on ICONS and Automated Immigration Clearance are also provided for service staff of control points. In 2020, a total of 20 officers and supervisors working at control points attended these courses.
To heighten service staff's sense of national identity and sense of belonging to our country, the department has included basic national education in its induction and in-service training programmes, covering the Constitution of the People's Republic of China and the Basic Law, so that staff members will have a clearer perception that it is obligatory for civil servants to uphold the Basic Law and pledge allegiance to the Government of the Hong Kong Special Administrative Region (HKSAR), and will continue to contribute to the prosperity and stability of Hong Kong and the well-being of members of the public with patriotism, professionalism and integrity. Since the implementation of the Hong Kong National Security Law, the ISITD has also included national security education in our internal training programmes with a view to enhancing staff members' understanding of the relevant issues.
The department has included basic national education in its induction and in-service training programmes to heighten service staff's sense of national identity and sense of belonging to our country.
Human resource development is essential for a healthy and sustainable organisation. To prepare our staff for the challenges at work, the ISITD continued to arrange for staff to attend Mainland and overseas training and exchange programmes with the relevant 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 2020, the ISITD arranged for two delegations of 28 Mainland officials in total to attend exchange programmes in Hong Kong so as to enhance communication and co-operation with our Mainland counterparts. Moreover, in view of the impact of the COVID-19 pandemic, the ISITD has suspended the Mainland and overseas training and exchange programmes and will review the arrangement in light of the pandemic situation.
To enhance staff's communication skills and techniques in handling disputes, basic mediation techniques have been included in the Customer Service Workshop. A total of 331 officers of the ranks from Immigration Assistant to Senior Immigration Officer participated in the workshop in 2020.
In addition, to better prepare 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 2020. A total of 38 frontline staff members attended the workshop.
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.
Officers receive training on the operation of anti-riot equipment.
To strengthen communication, teamwork and the sense of discipline among frontline staff, the ISITD organises a five-day Building a Supportive Team Programme, 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.
To further equip frontline staff to provide practicable assistance for Hong Kong residents in distress outside Hong Kong and their family members, the ISITD jointly organises 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 the ways to provide them with appropriate assistance flexibly. In 2020, a total of 28 staff members attended the course.
To promote life-long learning and to support our staff in coping with new challenges at work, the ISITD provides various e-learning programmes for our staff on the department's Intranet. The ISITD also works with the Civil Service Bureau (CSB) 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.
Moreover, staff can borrow books of the Learning Resource Centre, view videos and photographs of training activities and gain access to other useful reference materials through the ISITD's homepage on the department's Intranet.
To uphold the departmental value of 'care and cohesion' and enhance mutual communication between management and frontline staff, the ISITD collaborates with the Service Management Division in organsing a series of Workplace Visits, which provide an effective platform for our colleagues to share their experience on various topics, such as workplace communication skills and appraisal writing techniques.
The ISITD also arranges for Immigration Service members of various ranks to attend training courses organised by other government departments, organisations and institutes. They include management, language, communication and national studies courses organised by the Civil Service Training and Development Institute under the CSB; command courses and criminal investigation courses organised by the Hong Kong Police Force; and anti-riot tactical training jointly organised by the ISITD and the Correctional Services Department.
To better ensure the safety of staff and members of the public in our offices, the ISITD arranged for 15 and 31 in-service staff members to attend the Basic First Aid Course and the Refresher First Aid Course respectively during the year. Moreover, 42 in-service staff members and 270 induction trainees attended the Certificate in First Aid Course and the Automated External Defibrillation Provider Course respectively.
The department has always played an active role in organising youth training programmes. In 2020, the ISITD and the Education Bureau jointly organised a Smart Teen Challenge Camp for a total of 80 junior secondary school students. This five-day residential training camp aimed to boost students' self-confidence, self-discipline, esprit de corps and sense of discipline.
The department has also introduced an 'Immigration Department Youth Leaders' youth training programme. It aims at providing disciplinary and leadership training for students of Secondary Three to Secondary Six in order to cultivate their sense of discipline and esprit de corps, heighten their sense of national identity and foster positive thinking and values through basic national education and group activities, etc. Since the introduction of the training programme, over 220 students have signed up as 'Immigration Department Youth Leaders' and received the training.
'Immigration Department Youth Leaders' programme helps students foster positive values and the spirit of serving the society, as well as widen their horizons.
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 latest ethical guidelines on civil servants, the 'A 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. The department also reminds all staff to 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.
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 staff's esprit de corps and commitment. There are various channels of consultation and communication between management and staff. These include formal committees' meetings, 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 will be dealt with seriously and expeditiously.
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 CSB also attends the meetings of the committee.
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 issues of concern and feelings. To maintain closer contact with frontline staff, promote understanding among staff members and strengthen esprit de corps and communication, the Frontline Supporting Team (the Team) was formed under the Welfare Section to make frequent welfare visits to frontline service staff with a view to sharing views on work-related issues and relaying their requests. As at 31 December 2020, the Team paid 320 visits to various frontline sections and offices.
Welfare Officers provided support to staff who were subject to self-isolation during the epidemic.
In addition, Welfare Officers pay hospital and home visits to staff who are ill or injured to provide appropriate assistance for them. In 2020, 319 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 2020, 30 interviews were conducted.
To render more extensive support to staff to improve their mental health and provide immediate counselling service for the staff in need, the Immigration Wellness Service Centre (the Centre) was set up 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 planning and organising programmes, such as Delighting Your Work, Stress Management, and Post-traumatic Stress Responses and Interventions, for promoting the psychological well-being and mental health of staff. As at 31 December 2020, the Centre had provided 2,322 sessions of individual counselling service and organised 371 workshops.
Immigration Wellness Service Centre was set up in March 2008.
In addition, to foster a healthy and balanced lifestyle among staff, the Centre organises programmes on promoting physical and mental health for all staff members, and professional speakers are invited from time to time to deliver health talks on various topics. As at 31 December 2020, the Centre had organised 64 health talks to increase our staff's awareness of healthy living.
A Peer Support Network (the Network) was built to strengthen peer support among staff of various sections. At present, around 300 disciplined and civilian staff members 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.
Sports and recreational activities for staff and their families are organised by the Immigration Department Staff Club regularly to promote a healthy lifestyle, enhance understanding among staff members and boost esprit de corps.
In 2020, most of the sports activities, including Dragon Boat Races, ball games, the Sports Day, the Swimming Gala, the 7-km Long Distance Run and Yoga classes, as well as recreational activities, including hiking, summer cruises, nighttime cuttlefish fishing, the Christmas Children's Party, the Annual Dinner, the Departmental Karaoke Competition and the Chinese New Year gathering, organised by the Immigration Department Staff Club were suspended in the midst of the COVID-19 pandemic.
To sustain the development of the Departmental Sports Teams and to promote esprit de corps among our staff, the Immigration Department Staff Club has appointed a total of 16 officers as the team managers of the Departmental Sports Teams. Under the leadership of the team managers, representatives from the Departmental Sports Team spend their spare time organising training and participating in inter-disciplined services and open competitions, which have greatly raised the team spirit and promoted work-life balance among colleagues.
The Immigration Band performs in departmental functions and parades as an amateur marching band. The band is also invited from time to time to perform on various occasions, such as the departmental annual dinner. The band excels in playing famous songs from across the world and popular light music. As at 31 December 2020, more than 50 disciplined staff members from various sections had participated in the Band.
The Immigration Band took part in the passing-out parade.
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. Over the years, the team has participated in a wide range of community services and charity events, making tremendous contributions to society by offering support and assistance to different organisations and individuals in need. In 2020, the team contributed close to 3,700 hours of volunteer service to the community.
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 2020, $94,307.02 was spent on welfare equipment, consolation gifts, sports and recreational activities, etc.
In 2020, the Management Audit Section under the Quality Assurance Division paid visits to various 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 can 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 Quality Assurance Division. The Working Party gives advice on whether the complaints are justified and recommends improvements where necessary. In 2020, six cases were reviewed and three cases were found justified. In the same year, the department received 9,584 letters of appreciation and notes of thanks.
The Management Audit Section obtained the International Organization for Standardization's ISO 9001:2015 'Quality management system' and ISO 10002:2018 'Quality management — Customer satisfaction' certifications in November 2020 and will obtain ISO 9001:2015 and ISO 10002:2018 certifications in January 2021, which are in recognition of the department's efforts and professionalism in quality assurance management.
In 2020, Mr AU Ka-wang, Director of Immigration, and Mr FUNG Pak-ho, William, Assistant Director of Immigration, were awarded the Hong Kong Immigration Service Medal for Distinguished Service (I.D.S.M.). Five other officers were awarded the Hong Kong Immigration Service Medal for Meritorious Service (I.M.S.M.). In addition, 21 staff members of our department were awarded the Chief Executive's Commendation for Government/Public Service and the Chief Executive's Commendation for Community Service.
Immigration officers who have completed certain years of satisfactory service with exemplary character and good conduct will be awarded medals and clasps. In 2020, a total of 175 officers were awarded the Long Service Medal after 18 years of service; 143 officers were awarded the First Clasp to the Medal after 25 years of service; 284 officers were awarded the Second Clasp to the Medal after 30 years of service; and 76 officers were awarded the Third Clasp to the Medal after 33 years of service.
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, drawing up publicity plans and promulgating 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 2020, the section issued press releases, answered press enquiries, arranged location filming and conducted media briefings concerning various matters, such as the provision of efficient immigration clearance services to cross-boundary passengers, commencement of cargo clearance services at the Heung Yuen Wai Boundary Control Point, introduction of Passport Collection Kiosks, 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 action against illegal employment and immigration offenders, promotion of the Territory-wide Identity Card Replacement Exercise, and assisting the government to enforce various regulations under the Prevention and Control of Disease Ordinance (Chapter 599) during the pandemic.
Media briefing was conducted when Mr AU Ka-wang was appointed as Director of Immigration in July.
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 helps centrally process all the enquiries made in person, and by phone, e-mail, fax and letter.
Officer handling public enquiries regarding the services provided by the Department.
To provide better services for the public, the section has all along been committed to enhancing the existing enquiry services system. Currently, the system provides one-stop service covering functions such as 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.
Since its establishment, the department has been growing with Hong Kong, witnessing various social changes. Given that its work is closely related to the daily life of members of the public, its headquarters has been expanding and evolving in pace with the times and its business development. The existing headquarters, located at the Immigration Tower in Wan Chai, was commissioned in 1990 to provide quality, convenient and diversified services for the public. To keep pace with the times and cope with the increasing service demand and new responsibilities, the staff establishment, and the operational facilities and office spaces required have been increasing correspondingly. Embracing the new era, the department is actively planning for the construction of the next generation headquarters with a view to continuously raising service standards and providing more convenient and efficient services for the public. Various items of the planning work of the new headquarters are being carried out one after another. The funding application for the construction of the new headquarters was approved by the Finance Committee of the Legislative Council in May 2019. The construction works commenced in June 2019 and the foundation works were completed in July 2020. The whole project is expected to be completed in 2023.
The construction works of the new Immigration Headquarters commenced in June 2019 for completion in 2023 tentatively. (This rendering is provided by the Architectural Services Department)
The new headquarters, which will be located in Tseung Kwan O town centre, are adjacent to Tseung Kwan O and Tiu Keng Leng MTR Stations and easily accessible by various means of public transport. It will also connect with the pedestrian walkway systems in the vicinity to facilitate public access and the use of the department's services by the public. The new headquarters will provide a net operational floor area of approximately 57,400 square metres for the department to set up various public-oriented offices, general offices and operational facilities. The department also plans to make wider use of innovative technologies to introduce smart elements into the new headquarters, such as the provision of self-service kiosks with diversified services so that the public can submit applications and collect documents or visas without queuing over the counters. The above services will also be available at the self-service kiosks during certain non-office hours. Moreover, the new headquarters will allow the integration of offices and facilities currently located in various districts and leased premises, and provide space for new facilities such as indoor firing ranges to cater for its operational and development needs, increase command and operational efficiency, strengthen collaboration and enhance effectiveness in law enforcement.