Job Specification

Purpose of Position :

To provide processing support to PNP Unit with respect to incoming applications from businesses and individuals to the program. Position is responsible for moving applications through established file flows from receipt to completion and in accordance with program criteria, rules and objectives.

Duties / Responsibilities :

Position works within the unit responsible for processing applications to the program and delivery of service to PNP clients.

Job Duties include:

1. Creating files (physical and electronic) from incoming applications and maintaining / updating client information on as needed basis. Managing, tracking, handling, processing, storing applications throughout the process. Organizing and verifying documentation in each application / file to ensure it is complete and ready for assessment. Setting up client, third party and immigration representatives profiles within the program's electronic records and IT system(s), as needed/required.

2. Preparing and issuing all program letters to applicants, including but not limited to acknowledgement, missing information, work permit support and decision letters / e-mails. Issuing Nominee Certificate and copies as per federal legislative requirements, immigration regulations and program practices. Couriering program letters / nomination certificates / broader messaging to clients / representatives / stakeholders.

3. Conducting verifications on applications, including against/to other governmental/non-governmental databases.

4. Providing direct service, guidance and assistance to clients, stakeholders, other governmental / non-governmental agencies and the general public, including but not limited to, providing updates on case status, following up on required information, explaining program criteria (eligibility and document-specific) through all communication mediums (in person, over the phone – including through the public phone lines, via e-mail, by fax…). Liaising with other governmental / non-governmental agencies / bodies that support / could support program's ability to process applications, with a view to efficiency, opportunity and program integrity

5. Interviewing clients, in person and by phone, as well as conducting site visits as required to ascertain information related to clients' applications to the program.

6. Receiving incoming applications, noting time of receipt and logging their characteristics in appropriate electronic systems, triaging them at entry as required. Receiving, handling, storing, processing, depositing and tracking incoming application fees / program revenues in accordance with government rules and program processes. Generating reports and reconciling revenues collected by the program. Identifying variances, if exist, and following up to investigate their cause.

7. Managing internal queues of files (physical and electronic) across the file-flow spectrum of the program (both in electronic space of program's IT solutions and in physical storage /work areas).

8. Generating statistical reports and queries on application trends / characteristics / service timeframes (both within the program and from other services utilized by the program) Identifying trends from applications / clients that may require process adjustments / changes and bring them to the attention of Manager / officer / appropriate program lead. Generating reports regarding application status, payment amount and variances, providing relevant statistical and program information; reviewing and recommending methods to improve/streamline processes.

9. Preparing files for archives in accordance with Archives Ontario mandate and program requirements,

10. Liaising with prospective clients, existing clients and past clients, to ensure that the program has information necessary for the processing of their immigration application, for statistical purposes and for program integrity purposes. Helping clients to prepare, fill-out, submit program's and federal application forms, if necessary. Supporting the program's quality assurance efforts and evaluation efforts

Staffing and Licencing :

Proficiency in typing and wordprocessing

Knowledge :

Job requires knowledge of:
• The Ontario PNP program and immigration selection programs in Canada to provide accurate information in response to inquiries and to provide appropriate advice and assistance to clients;
• PNP's delegated authorities, criteria, processes, procedures and materials to properly process applications in their various stages, assess them for completeness and triage, and to provide accurate information to clients and the public. This includes program's legislative authority (Annex C of the Canada-Ontario Immigration Agreement).
• Immigration and Refugee Protection Act (IRPA) and Immigration and Refugee Protection Regulations (IRPR), particularly IRPR 87, as they apply to the Provincial Nominee Class and regulations governing permanent residence programs, temporary work permit issuance, study permit issuance etc. to properly triage files for assessment, to properly determine clients' status in Canada and ability to re-enter Canada and to properly advise clients and the general public on legislative requirements and their application to clients'/inquirers' particular situations.
• PNP's case processing systems, operations of personal computers along with the Microsoft Suite of applications (particularly Word and Excel), as well as other spreadsheet programs to produce program materials/templates, develop and maintain tracking systems, and produce PNP status reports
• Processing operations to operate within a processing environment and properly complete processing tasks associated with their various stages.
• Canadian immigration documents, work reference documents, CRA financial documents, educational credential documents etc. to be able to properly assess supporting documents submitted to the program and detecting fraudulent documents.

Skills :

Job requires analytical and problem-solving skills to: assess PNP applications for completeness and compliance with established specific criteria and required documentation; identify trends in applications, resolve client complaints, problem-solve situations where clear application of existing practice or process may not be readily available, evaluate established processing systems (manual and automated) to determine, develop and implement new/revised methods, complete queries in the system, identify and resolve problems in applications, liaising with applicant, professional staff, and other ministry staff as required; recommend procedural changes based on evaluation of user input, problems with processing practices; identify/explain variances revenues collected by the program and make recommendations for resolution to manager; clarify and respond to inquiries from clients on applications. Job requires analytical skills to compile metrics and trends from applications and follow-ups with clients, as well as conduct analysis based on compiled metrics.

Job requires interviewing skills to conduct independent interviews of clients, in person and by phone, as well as conduct site visits as required to ascertain information related to clients' applications to the program.

Job requires oral communication and interpersonal skills to: provide assistance to applicants by explaining program criteria and procedures, requesting additional or missing information, resolving problems relating to applications such as discrepancies in information provided; discuss PNP files and status with consultants and managers; calm irate clients.

Job requires written communication skills to prepare letters (primarily pre-established format) with details regarding the specifics of each application (e.g. missing documentation); prepare statistical reports from / queries in PNP case processing systems and spreadsheets (e.g., Excel).

Job requires organizational and priority setting skills to: co-ordinate activities of other government and non-government agencies to ensure complete PNP applications are entered into the database in the order received, and within established timeframes.

Job requires critical thinking to ensure that applications are processed in accordance with the rules, clients receive courteous, professional service, issues are escalated appropriately to officers and manager and that unusual situations are addressed in alignment with program objectives, criteria and rules.

Job requires familiarity with the Microsoft Office suite of applications.

Job requires familiarity with Canadian immigration documents and processes, recognition of CRA documents and work reference letters and the ability to detect questionable documents submitted to the program.

Freedom of Action :

Job works in accordance with ministry and government policies, guidelines and directives, established application administration processes, systems and procedures, and corporate financial and administrative policies and procedures.
Job requires independently determining whether:
• immigration legislation and regulation, as well as program's legislative authority and criteria apply to a particular situation and client
• applications need to be prioritized or flagged based on their characteristics, client's history with the program and program's objectives within broadly defined set of guidelines (this includes files in various queues in processing)
• applications need to be risk managed (e.g., if there are outstanding verification checks) based on their parameters and move forward/delayed to/in assessment/decision
• documents submitted meet program criteria and seem genuine
• applicant is genuine and forthcoming with information
• application or a situation needs to be escalated to officers or program manager because of new information, nature of the application or issues it may touch upon
• existing program practices need to be amended in light of changing trends, IT solutions or requirements

Job requires independently verifying information on file through independent verification calls, interviews with clients (over the phone or in-person) and/or site visits. This includes leading and supporting program inquiries and investigation into specific clients or client types. Job provides authorative analysis to clients when determining and informing clients of applicability of immigration legislation, regulations and program criteria to their situation. Job requires identifying trends in applications, resolving client complaints, problem-solving situations where clear application of existing practice or process may not be readily available. Job requires assessing supporting documents submitted to the program and detecting fraudulent documents. Job requires reviewing and recommending methods to improve/streamline processes. Job requires determining responses to operational problems, advising clients on program criteria and administration procedures, liaising with other government and non-government agencies regarding clients applications, program criteria. Job requires setting priorities for own activities while adhering to deadlines.

Work is subject to review or monitoring by the manager through case-specific consultations, review reports and issue-specific consultations. Work with and under other members of the PNP team, including team leaders, coordinators and officers. Job refers to manager very unusual or sensitive cases.