Question Period Note: Service Canada Centre Accommodations to Assist Special Needs of Seniors

A senior reported being turned away at the Service Canada Centre (SCCs) in Kelowna because he could not print a form at home. What measures are in place to ensure accessibility for all clients?

• Service Canada Centres and Passport Services offices, including Kelowna, have procedures in place to assist clients who require accommodation, including printing government applications and forms.
o Management and staff at the Kelowna location will review procedures to ensure that all clients requiring printed forms are able to access them.
• Clients who need to use a computer to access Government of Canada benefits or services will be queued for service with a Service Canada employee who will complete the application or request on their behalf.
o For all other telephone or computer access needs, such as accessing personal email, clients will be referred to a nearby location, such as a library or community organization, offering access to the public.
• To assist clients who are unable to access the internet or print forms themselves, Service Canada Centre employees are directed to provide the following services:
o Print government applications and forms
o Provide information for completing forms and answer questions related to the forms
• When clients are unable to complete applications themselves due to impairment or disability, the Service Canada employee will review the application with the client and assist with filling it out.
o If documentation is missing, the CSO will inform the client of required documents and ask the client to return to the SCC at a later date with the application and documents.
• Clients who do not have access to the internet or face other barriers, can also call the Service Canada Outreach Support Centre toll-free at 1-877-355-2657 to receive immediate assistance from a Service Canada representative.

SCCs in different locations are equipped with a variety of measures to ensure accessibility for clients, which may include:
o Counterloop devices are avaliable to assist hearing impaired clients, while interacting with CSOs.
o Wayfinder beacons are available in our largest offices to assist visually impaired clients.
o Video Remote Interpretation (VRI) tablets that allow a client to connect with a sign language interpreter
o Talk Perfect devices which assists with clearer communication through Plexiglas
o Braille instruction booklets and large print forms for Passports can be requested for clients and are sent directly to them and typically delivered within 2 to 3 days.

Clients who do not have access to the internet or face other barriers, can also call the Service Canada Outreach Support Centre toll-free at 1-877-355-2657 to receive immediate assistance from a Service Canada representative. This toll-free telephone service ensures access to service for Indigenous communities and vulnerable clients, such as seniors and persons with disabilities, facing barriers to accessing ESDC’s programs and benefits. Through the Service Canada Outreach Support Centre, clients can continue to receive application intake support, including form-filling assistance by telephone, for Employment Insurance, Canada Pension Plan (CPP), Old Age Security (OAS), and Social Insurance Numbers. It also supports those who may not have access to the technology required to access other service channels. In the event the client’s request is more complex in nature, they will be referred to the appropriate specialized call centre for assistance.

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