CIIP China's Service Delivery Model

My first week with CIIP Guangzhou was a fruitful one. By having conversations with the client counsellors, I was able to understand the "service delivery model" of the office. At the core of their service are the full-day LMI group sessions and individual face-to-face sessions (next day) with the clients. There is a lot of individual attention given to the clients during the service process.

The work flow begins with registrations arriving via mail or fax (as client signatures are required to initiate the process). After client registrations are processed, the counsellors contact (by phone) the clients to conduct a preliminary needs assessment - destination, time of departure, career goals, English levels, etc. This basic profile is the basis for the counsellor to compile a customized information package for the client. The information package is used during the individual face-to-face session with the client after the completion of the group session. Its content mainly addresses occupational options, language upgrading, and settlement topics. The package contains a lot of details, compiled from various online information sources, including the Working in Canada portal (an essential tool for the counsellors).

The LMI group session is anchored by a very detailed and informative PowerPoint presentation (currently with over 140 slides) that covers the labour market in Canada (and specific provinces), basic job search techniques, education and training, and other career related topics. There is a lot of information for the clients to absorb.

Not every client attends the LMI session. Some cannot attend because of distance, while others will leave for Canada before the next available session. In those situations, the counsellors will try to arrange for a face-to-face session or at least a phone session. For those who can only do a phone session, the customized information package is emailed to them in advance so that it can be used during the session.

While Guangzhou is the base, the service is also delivered in Beijing and Shanghai at this time. The same model is used, but the client counsellors have to travel to the two cities and use the facility of an employer partner, such as BMO or RBC.

In general, this service delivery model is well designed to balance the client needs and the resources of the Guangzhou office. The individual attention given to the clients - through the initial needs assessment to the information package to the one-on-one meeting - takes up most of the time and effort of the clients, making the service very approachable to the clients. On the other hand, the sustainability of this approach will be tested as the number of clients continues to increase. The service will then have to adjust its focus with a higher client volume.