Functional guidance for Service Delivery: Table of contents

Guidance common to service delivery

• Legal references
• Forms
• Terms and definitions
• Transition table

Appeals and reviews

• Appeals (PDF, 146.42KB)
• Judicial review (PDF, 185.6KB)

Decision making

• Interviews and interpreters
  • Interviewing applicants
    • Conducting interviews
    • Recording the interview
    • Videoconference interviews
    • Interviews for specific case types
• Procedural fairness

Managing information

• Responding to requests for information under the Access to Information Act and Privacy Act (PDF, 597.29KB)
• Document retention and disposal (PDF, 597.29KB)

Office procedures

• File transfer
• Itinerant services
• Emailing clients of paper-based applications
• Use of Government of Canada symbols

Working with third parties

• Interviews and interpreters
  • Interpreters
    • Using the services of an interpreter
    • Program-specific procedures for using interpreters
• Use of representatives
  • Who can act as a representative
    • Who can act as a representative
    • Compensated representatives
    • Uncompensated representatives
    • Guidelines for other stakeholders
  • Intake
    • Complete applications
    • Initial screening
  • Procedures
    • Processing applications
    • Counselling applicants during interview
    • Communicating with representatives
    • Handling complaints
    • The investigation process
    • Misrepresentation
  • Administration
    • Entering the required information into the Global Case Management System (GCMS)
    • Authorized representative membership number formats