In an effort to reduce wait times at the customer service counters, the Department of Immigration (DOI) has completed a cross-training initiative to enhance its customer service experience.

Ten staff members from a cross-section of employees within the DOI recently participated in a week long training course.

Following the classroom training, all participants were placed in a live environment at the public counters where they worked under supervision interfacing with customers and accepting applications.

“The cross-training initiative has been beneficial for all stakeholders as it most importantly allows officers to attend to customer’s needs in a more timely and efficient manner,” stated Public Counter Administrator Winston Hunter. “Additionally, the participants were able to gain valuable knowledge and experience to further enhance their personal development and prepare them for positions of greater responsibility. The training has increased our collective knowledge as a team and created a pool of individuals who are able to assist the Department outside of their core duties.”

Primary trainer was Acting Senior Finance and Customer Services Officer, Christopher Connolly, who was supported by Senior Finance and Customer Services Officer, Daphine Kirchman.

Acting Chief Immigration Officer, Bruce Smith, applauded the participants for sacrificing their evenings to attend this training and more significantly their willingness to take on additional duties as the need arises.

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Photo Caption: Participants of the cross-training initiative

Front row (seated –left to right): Human Resource Manager Antonette Richards & Acting Financial Controller Lisa Ritch

Second Row – (left to right): Kaitlan DaCosta, Samantha Woodhouse, ACIO Bruce Smith, Anna Lester, Maxine Taylor, Latoya McField & Rhonique McLaughlin

Third Row –(against wall – left to right): Public Counter Administrator Winston Hunter, Patrick Barrett, Ellee Forbes & Olsie Jackson

Missing participants: Michael Wood & Trainers Christopher Connolly and Daphine Kirchman