Fact Sheet

January 2009

Internal report and recommendations following the events at Vancouver International Airport

In November 2007, the Canada Border Services Agency (CBSA) conducted an internal review of its processes at Vancouver International Airport (VIA). This report can be found in the News Releases section.

The recommendations of that report outlined key activities and service improvements to be made to traveller processing, security monitoring, interpreter services and communication methods. The following provides information on the improvements made.

Recommendation: The CBSA, along with other partners such as the Vancouver Airport Authority, will review procedures on services provided for international travellers and those waiting to meet them.

Action: The CBSA, in conjunction with the Vancouver Airport Authority, has undertaken a number of customer service improvements at VIA to increase communication between arriving travellers and those waiting to meet them.

As a result of the CBSA's review of procedures relating to communication between arriving travellers and those waiting to meet them, standard operating procedures (SOPs) were developed to guide CBSA officers when they field inquiries from the public. These SOPs take into consideration the Privacy Act, which precludes the CBSA from releasing personal information to third parties without an individual's express permission.

Recommendation: The CBSA will update its list of employees who can speak languages other than English and French. The CBSA will also review its interpreter services to make sure that the services are provided as quickly as possible.

Action: A full review and gap analysis of the current interpreter services were completed by the CBSA at VIA and several improvements were made as a result. Officers on shift have access to a variety of interpreter services including scheduled in-house interpreters, a list of on-call interpreters available by telephone, the “Language Line” telephone service and an internal employee third language list.

• Interpreter database

The database that contains a list of all available interpreters was updated to reflect current needs. The projected goal was to have a minimum of three interpreters per common language spoken.

• “Language Line” telephone service

Additional Language Line telephone handsets were installed at key service points.

• Employee third language list

Many staff/officers have self-identified as knowing another language other than French or English. These employees volunteered to be placed on a language list and to be called upon to help with language services. The employee third language list was since updated to reflect the current employee complement and after-hours availability. The list is reviewed and updated on a continual basis.

Recommendation: More cameras will be installed to provide an expanded coverage of the CBSA's area at Vancouver International Airport.

Action: Based on the requirements identified, the CBSA acquired and implemented a more advanced closed-circuit television system at VIA that can record the CBSA area from a number of locations. The CBSA area now has four times more cameras than in October 2007.

Recommendation: The Agency will explore options to have more patrols and security checks within the CBSA's area.

Action: CBSA officers have been instructed to conduct a sweep of the area upon completion of their shift. Roving officers are also responsible for conducting regular sweeps of the area in an effort to identify passengers who may require assistance.

In addition, Vancouver Airport Authority personnel conduct regular sweeps of the area, including washroom facilities.

Recommendation: The CBSA will review its procedure to ensure that all persons referred for further examinations report to the secondary examination areas within a reasonable amount of time.

Action: A system is in place that tracks travellers that have been referred for further examination. The exit control officer also ensures that these travellers have reported for further examination as required.