Question Period Note: HOW HAS SERVICE CANADA CREATED A SAFE SERVICE DELIVERY ENVIRONMENT

Our priority continues to be the creation of a safe service delivery environment. Access to the services provided at Service Canada Centres are required by our most vulnerable clients whose needs cannot be met through the eService and telephone service delivery channels. In addition, some services require in person support to validate identity or because of time sensitivity affecting income, employment and ability to travel.

At the start of the pandemic, Service Canada Centres closed temporarily. During this time, significant changes were made to our service delivery approach to ensure Canadians could continue to have access to the Service Canada programs, services and benefits they need.

Since then, Service Canada has put health and safety strategies in place to reactivate 340 sites across the country. Despite significant efforts to adapt to the changing environment while optimizing service delivery across the network, additional capacity was required to meet public demand, reduce line-ups and long wait times and provide Canadians with the services they need.

As a result, a national strategy was implemented to enable the reopening of more service counters, in a way that is safe for staff and clients, through the removal of all physical distancing requirements in our offices. This strategy is fully supported by Health Canada, Operational Health and Safety and Unions Partners.

• At this time, the focus is on ensuring that all the procedures for safe and effective service delivery in Service Canada Centres are adhered to across the country. We are continually monitoring local conditions and will support any additional measures required at each site. Creation of a safe service delivery environment continues to be the top priority.

• Service Canada is committed to providing a safe, professional and respectful environment where abusive behavior is not tolerated. Harassment and violencetowards our employees will not be tolerated.

• In order to ensure that this message is clearly communicated to all clients, signs have been posted close to the client entry point, affixed to the Plexiglas barrier at each employee workstation, and in a locations visible to clients waiting in line. No increase in the number of incidents has been recorded since prior to the pandemic.
  IF PRESSED

• Beginning the week of May 9th, Service Canada returned to pre-pandemic in-person service capacity by opening all service counters across the country.

• Currently, public computers and telephones are not available to clients in the self-service zone. Work is underway to make this service available to clients as soon as possible.

• • In the meantime, 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.

• Alternatively, clients who do not have access to the internet or face other barriers, can call the Service Canada Outreach Support Centre toll-free at 1-877-355-2657 to receive immediate assistance from a Service Canada representative.

Based on health and safety concerns related to the Covid-19 pandemic, Service Canada suspended all in person service to the public effective March 27, 2020.

Service Canada acted quickly to support Canadians by introducing eServiceCanada, the Outreach Support Centre (eCOLS) and eSIN. This ensured continued delivery of critical services while protecting the health and safety of clients and employees.

Beginning in July 2020, all Service Canada Centres (SCCs) gradually re-opened with the implementation of additional health & safety measures based on public health and safety guidance.

Since then, Service Canada has put health and safety strategies in place to reactivate 340 sites across the country. Despite significant efforts to adapt to the changing environment while optimizing service delivery across the network, additional capacity was required to meet public demand, reduce line-ups and long wait times and provide Canadians with the services they need.

As a result, a national strategy was implemented to enable the reopening of more service counters, in a way that is safe for staff and clients, through the removal of all physical distancing requirements in our offices. This strategy is fully supported by Health Canada, Operational Health and Safety and Unions Partners.

As pandemic responses shift, Service Canada will continue to adapt while ensuring that everyone can access the service they need.

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