Management and Support Branch

Our Department aims to be a professional and effective workforce.

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 5 190 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.

Organisation Chart of the Management and Support Branch

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 166 Immigration Assistants in 2011. To meet the demand on manpower resources arising from new initiatives and to maintain our quality service to the public, new rounds of recruitment exercises were launched in February and August 2011 for Immigration Officer and Immigration Assistant posts respectively. Induction training for the successful candidates will commence in early 2012. They will join the workforce by phases from July 2012.

The Department participated in the Education & Careers Expo held at the Hong Kong Convention and Exhibition Centre in February 2011, 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.

Immigration staff members introducing the work of the Department to the public in the ‘Education & Careers Expo 2011’.

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

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 Grade staff and ensures 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.

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 2011, 131 Immigration Officers and 160 Immigration Assistants completed induction training at ISITD.

ISITD provides a wide range of training to members of the Immigration Service.

In-service Training

A lecture on Civil Law

In 2011, ISITD organised various in-service training courses for 993 officers at different ranks to sharpen their minds and skills, including a new course of ‘Mid-Career Development Programme’. The programme was designed to provide a series of modules for participants to strengthen their managerial and communication skills in workplace so as to cultivate a life-long learning environment. Enrolment to the programme was on voluntary basis and participants were required to complete a total of six one-day modules within 18 months. The first intake of the programme commenced in December 2011 with 34 participants. The programme will continue in 2012.

To better prepare frontline staff to cope with challenges of work, ISITD organised a number of relevant workshops, covering the techniques in handling complaints and stress management, so as to achieve work-life balance. More than 200 frontline officers attended such workshops in the year.

Specific courses on EXPRESS and APVC systems are conducted for service staff of control points. In 2011, a total of 261 officers and supervisors working in control points attended these courses.

ISITD organised various in-service training courses for officers at different ranks.

 

Specific courses on EXPRESS and APVC systems are conducted for service staff of control points.

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 376 and 64 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 2011, the Department arranged 19 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 138 officers of different ranks to attend the training and exchange programmes in the Mainland in 2011.

During the year, 13 delegations with a total of 209 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.

A delegation of Mainland officials attended study programme at the ISITD.

 

A delegation of Mainland officials from Guangdong Provincial Public Security Department attended study programme at the ISITD.

Customer Service Training Workshop

To enhance communication skills and esprit de corps, customer service training workshops and related training seminars were conducted for 203 officers of the ranks from Immigration Assistant to Immigration Officer in 2011.

Tactical Training

Trainees with self-defence equipment undergoing tactical training as well as learning the proper use of different types of self-defence equipment.

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 288 staff in 2011.

Team Building Programme

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 of Control Points in 2011. 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 63 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, in consultation with the departmental clinical psychologist, a new web-based learning package on stress management has been launched since August 2011. The package covered the areas of stress management theory, work-life balance concepts and positive thinking elements, and provided video clips on stretching exercise. 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 2011, ISITD and the Education Bureau collaboratively organised two Smarteen Challenge Camps for a total of 89 Secondary Two students. These five-day residential training camps aim 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 overnight training aims to widen the horizon of teachers in discipline training with a view to aiding the development of their education work. In 2011, 22 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, 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

The Guide on Conduct and Discipline was uploaded onto the Department’s Intranet to remind staff to adhere to the core values stated therein.

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 and last updated in June 2011. 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 recreational activities were 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.

Various recreational activities were organised to deepen mutual understanding and trust between staff and the management.

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. The Frontline Supporting Team (the Team) that was formed in July 2007 under the Welfare Section conducts frequent welfare visits to frontline service staff and to share their views on work-related issues and to relay their requests. Since its establishment and up to December 31, 2011, the team has paid 123 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. There were 35 hospital visits, home visits and consolation enquiries made in 2011.

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 2011, 14 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 on March 17, 2008 and a Clinical Psychologist was employed. The Clinical Psychologist provides professional counselling services to help our staff to manage pressure arising from their work and life positively. Moreover, the Clinical Psychologist also assists the management in formulating and implementing departmental psycho-educational and related health promotion programmes, such as ‘Facing Critical Incidents’ and ‘Stress Management’ for the psychological well-being of staff. By December 31, 2011, the Centre had provided 1 101 times of counselling service and 208 workshops on promoting healthy psychological life to staff.

Since its establishment, the Centre has kept on enhancing the staff counselling service. The Clinical Psychologist of the Centre also developed psychological wellness and related health promotion programmes to all staff members for fostering a healthy and balanced lifestyle.

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, Funky Jazz and Kung Fu classes were arranged for the staff in 2011. 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.

Sports and recreational activities are organised by the Immigration Department Staff Club for staff and their families to promote understanding and esprit de corps.

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 2011, the team provided a wide range of community services and was proud to receive the Gold Award for Volunteer Service from the Volunteer-in-Chief and the Director of Social Welfare for its contribution of 9 628 hours of volunteer service to the community in 2011.

The Immigration Department Volunteer Work Team joined various voluntary community services.

 

Certificate of Gold Award for Volunteer Service

 

Law Enforcement Torch Run for Special Olympics

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 2011, $608,892 was spent on welfare equipment, consolation gifts, sports, recreational activities, etc.

Management Audit

In 2011, 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, 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 2011, 15 out of the total 59 complaints were found justified. In the same year, the Department received more than 2 600 letters of appreciation and notes of thanks.

Awards and Commendations

In 2011, the then Director of Immigration, Mr Y L Peh I.D.S.M., was awarded the Silver Bauhinia Star. Assistant Director Mr C Chow 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.).

Six awardees with the Director of Immigration Mr K K Chan I.D.S.M. at the 2011 Honours and Awards Ceremony.

Officers who had completed certain years of satisfactory service with exemplary character and good conduct were awarded medals and clasps. In 2011, 72 officers were awarded the Long Service Medal after 18 years of service; 74 officers were awarded the First Clasp to the Medal after 25 years of service; 147 officers were awarded the Second Clasp to the Medal after 30 years of service and 25 officers were awarded the Third Clasp to the Medal after 33 years of service. On commendation at the departmental level, 7 officers were awarded the Director's Commendation and 12 officers were awarded the Assistant Director's Commendation.

Communications and Public Affairs

The Communications and Public Affairs Section is the Department's news agency responsible for maintaining effective communication with the mass media, handling 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.

The Director of Immigration Mr K K Chan, Deputy Director of Immigration Mrs W Chung and all Assistant Directors attending Immigration Department Year-end briefing 2011.

In 2011, 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-Channels at control points, the implementation of new visa policies and initiatives.

To enhance the public's understanding of the Department, the section also arranges visit programmes for schools and non-profit organisations to the ISITD and the Immigration Museum.

To promote the work of the Department and its policies, the section is tasked to produce departmental films and participate in producing Announcements in the Public Interest (API). In the first quarter of 2011, the section produced an API with respect to the appointment booking system for identity card application and HKSAR travel documents application and collection. In the third quarter of 2011, the section produced another API on the implementation of Registration of Outbound Travel Information service.

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.

Information and Liaison Section plays a major role in handling public enquiries regarding the services provided by the Immigration Department.

 

The self-service enquiry information card printed by the Information and Liaison Section

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 some offices at Immigration Headquarters. To further facilitate the public easier 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.

50 Years of Establishment

Year 2011 marked the 50th anniversary of the Immigration Department since its establishment on August 4, 1961. Providing a wide range of vital public services, the Department has witnessed the changes and developments of Hong Kong over the past 50 years. In an ever-changing environment, the Department has all along been serving the community with professionalism, dedication and devotion in maintaining effective immigration control, providing quality services and contributing to the long-term stability and prosperity of Hong Kong.

Time Capsule Laying Ceremony and Golden Jubilee Cocktail Reception

Commemorative activities of the Immigration Department 50th Anniversary

To commemorate the 50th anniversary of the Department, a time capsule laying ceremony was held at ISITD on August 4, 2011. The design of the metallic time capsule was modelled on an immigration authenticating stamp. Items put into the time capsule include the rank insignia and staff list of the Immigration Service, different publications of the Immigration Department, samples of Hong Kong identity cards and Hong Kong travel documents, copies of immigration-related ordinances, etc. The time capsule will be displayed at the Immigration Museum for 25 years before it is unsealed.

On the same day, the Department also held a Golden Jubilee Cocktail Reception and the unveiling of a commemorative plague to celebrate its 50th anniversary.

Passing-Out Parade cum Golden Jubilee Grand Parade

Passing-Out Parade cum Golden Jubilee Grand Parade

The Passing-Out Parade cum Golden Jubilee Grand Parade was held at the ISITD on November 25, 2011. The Parade was inspected by the then Chief Executive, Mr Donald Tsang. He praised the Immigration Department for serving the public on the front line with dedication and diligence since its inception in 1961 and called on the passing-out officers to uphold the Department's fine traditions by serving the community with dedication and providing world-class public services with integrity.

‘Beyond Gatekeeping’

The Department co-produced a TV programme named ‘Beyond Gatekeeping’ with Radio Television Hong Kong (RTHK), taking the work of the Immigration Department as the storyline. The one-hour programme was broadcast in October 2011. It told a story of changes, challenges and achievements of the Department in carrying out its duties in half a century for the stability and prosperity of Hong Kong.

Naming and Topping-out Ceremony of the Departmental Staff Quarters

The Director of Immigration Mr K K Chan officiated the topping-out ceremony of 'Prosperity Villa'.

To celebrate the 50th anniversary of the Immigration Department and the topping-out of the Wo Yi Hop Road Rank and File Quarters in Kwai Chung, the department organised a naming competition for the new Quarters. It was subsequently named as ‘Prosperity Villa’ and the topping-out ceremony was officiated by the Director of Immigration, Mr Eric Chan Kwok-ki, on December 12, 2011.