Resettlement Assistance Program (RAP)

Resettlement Assistance Program (RAP) is sponsored by Government of Canada (Immigration, Refugees and Citizenship Canada - IRCC). The Resettlement Assistance Program provides financial assistance and immediate essential services to government-assisted refugees in their initial months in Canada.

Resettlement Assistance Program (RAP) Service Provider Handbook - Canada. ca Resettlement Assistance Program (RAP) Service Provider Handbook Resettlement Assistance Program (RAP) Service Provider Handbook ( PDF , 2. 73 MB ) 1.

1 Canada’s refugee system 1. 2 Canadian refugee protection programs 2. Before a RAP client arrives in Canada 2.

1 Interim Federal Health Program Coverage Overseas 2. 2 Resettlement Needs Assessment 2. 4 Pre-arrival Settlement Services – Canadian Orientation Abroad 2.

5 Other Pre-arrival Settlement Services 3. RAP Clients and their Resettlement Needs 3. 1 The Resettlement Needs of GARs 3.

2 Professional development training for RAP SPO – A Trauma-Informed Approach 4. Official Language Requirements 5. Port of Entry (POE) Airport Services 5.

1 Receipt of Notification of Arrival Transmission (NAT) and Arrangements Prior to Clients’ Arrival 5. 2 Reception of clients at POE 5. 3 Onward Destining to City Other than POE 5.

4 Unplanned Overnight Stay at POE 5. 5 Self-Destining – Changing Final Destination 7. Clients’ Arrival and Temporary Accommodations 7.

1 Planning for the GAR Clients’ Arrival 7. 2 Meeting the RAP Client and Addressing Urgent Needs 7. 3 Temporary Accommodation 8.

RAP Needs Assessments and Referrals 8. 1 Initial RAP Needs Assessment 8. 2 Referral to Settlement and Broader-Based Community Services 9.

Orientation and Links to Essential Federal/Provincial Programs and Services 9. 2 Permanent Resident Card and Status 9. 3 Interim Federal Health Program (IFHP) 9.

4 Provincial Health Care Insurance 9. 5 Canadian Health System 9. 6 Social Insurance Number 9.

8 School Registration for Children 10. Financial Orientation – Income Support and Financial Responsibilities 10. 7 Guardianship for Property/Trusteeship 11.

Immediate and Essential Orientation 11. 1 Communication and Media 11. 2 Household Management 11.

3 Linguistic Duality and Orientation to Local Francophone and Acadian Communities 11. 4 Public Transportation and the Local Community 11. 6 Rights and Responsibilities 11.

7 Canadian Law and Justice 11. 9 Culture Shock and Cultural Adaptation 11. 10 Cultural Norms and Expectations 12.

Housing Orientation and Assistance in Locating - Permanent Accommodations 12. 1 Housing Orientation – Renting Accommodation 12. 2 Assistance in Locating Permanent Accommodations 13.

Canadian Life Skills Training and RAP Exit Assessment 13. 1 Canadian Life Skills 14. Requests to process overseas family members under the one-year window of opportunity provision 14.

1 Non-accompanying family members 14. 2 RAP SPO’s role relating to RAP clients’ OYW requests 15. Joint Assistance Sponsorship (JAS) 15.

1 Roles and Responsibilities 15. 2 Recommending a Client for JAS 15.

3 Case Conferencing Meeting Annex 1: Immigrant serving organizations and other community resources Annex 2: Resettlement and Settlement Programming for Refugees: A Continuum of Supports Annex 3: IRCC Guidelines for Sharing of Clients’ Resettlement Needs Annex 4: List of topics covered in Canadian Orientation Abroad (COA) Annex 5: Migrant Handover Notification Annex 6: Port of Entry Airport Services – Winter Clothing Form Annex 7: Port of Entry Airport Services - Client Pick Up Form Annex 8: Port of Entry Airport Services - Change of Destination Request Form Annex 9: Housing Search Form Annex 10: IFHP Information Sheet Annex 11: Interim Federal Health Certificate of Eligibility Annex 12: Resettlement Assistance Program - Agreement for Income Support Recipients Annex 13: RAP Declaration of Funds and Assets on Arrival Annex 14: In-Canada Joint Assistance Sponsorship (JAS) - Recommendation Form Annex 15: JAS Roles and Responsibilities Checklist Resettlement Assistance Program Service Provider Handbook The Resettlement Assistance Program (RAP) Service Provider Handbook describes in detail the services that service provider organizations funded under the RAP are expected to deliver to RAP clients.

The Handbook is aimed to be used as a reference document for Service Provider Organizations (SPOs) delivering RAP services, and by IRCC staff as one of the bases for drafting the content of RAP contribution agreements, and for conducting activity monitors. Use of the Handbook is also meant to ensure national consistency in the delivery of RAP services across the country.

Last updated in 2013, the Handbook was revised in 2018-2019 following consultations within IRCC, and with RAP SPO representatives. Much the information and orientation content included in the Handbook was adapted from the Welcome to Canada publication, IRCC’s webpage for new immigrants , or other Government of Canada websites.

Updates in this version of the Handbook include new “What the client needs to know” sections, describing the immediate and essential information that must be shared with RAP clients during the RAP service delivery period, as well as “SPO To-Do lists”, describing the immediate and essential services RAP SPOs must deliver, and tasks that they must accomplish.

It also includes the following new sections: Overseas Interim Federal Health (IFH) coverage, Immigration Loans, and Pre-arrival Settlement services The Resettlement Needs of GARs – A Trauma-Informed Approach Official Language Requirements Linguistic Duality and Orientation to Local Francophone Minority Communities And more content and details on: Referral to Settlement and Broader-Based Community Services Orientation to Essential Federal/Provincial Programs and Services Rights and Responsibilities, Canadian Law and Justice, and Family Law Culture Shock, Cultural Adaptation, and Cultural Norms and Expectations Housing Orientation – Renting Accommodations While the Handbook continues to focus on what services should be delivered, it leaves to the RAP SPOs to determine how to best deliver RAP services to their clients.

Lastly, the Handbook also describes the connections and continuum of services between RAP services, and pre- and post- Settlement services. See Annex 2 for the Resettlement and Settlement Programming Continuum . The Handbook is managed by International Network’s Resettlement Operations Division (IN-ROD).

For any comments or required updates, please contact IN-ROD’s Resettlement Services team at IRCC. INRAPPAR-ILPPPI. IRCC@cic.

gc. ca . 1.

1 Canada’s refugee system Refugees are people who have been forced to leave their country in order to escape war or persecution. For reasons such as these, they are not able to return home. A refugee is different from an immigrant.

An immigrant is a person who chooses to settle permanently in another country, whereas refugees are forced to flee.

In keeping with the 1951 Convention relating to the status of refugees, according to the Immigration and Refugee Protection Act, a person resettled to Canada as a Government-Assisted Refugee or as a Blended Visa Office Referred refugee is “a person who owing to a well-founded fear of being persecuted for reasons of race, religion, nationality, membership of a particular social group or political opinion, is outside the country of his nationality and is unable or, owing to such fear, is unwilling to avail himself of the protection of that country; or who, not having a nationality and being outside the country of his former habitual residence as a result of such events, is unable or, owing to such fear, is unwilling to return to it.

” On the other hand, persons resettled under the country of asylum class such as Privately Sponsored Refugees do not need to meet the above definition, however, they must have been, and must continue to be, seriously and personally affected by civil war, armed conflict or massive violations of human rights. 1.

2 Canadian refugee protection programs The Canadian refugee system has two main parts: the Refugee and Humanitarian Resettlement Program, for people who need protection from outside Canada and the In-Canada Asylum Program for people making refugee protection claims from within Canada 1. 2.

1 Refugee and Humanitarian Resettlement Program Refugees who come to Canada have left their homes, and in many cases they have had to live in refugee camps for many years. When they arrive in Canada, they have to start their lives over again. Resettled refugees are selected abroad, and granted permanent residence upon their arrival in Canada.

Resettled refugees can be admitted to Canada via one of the following three resettlement programs: Government-assisted refugees (GARs) are usually referred by the United Nations Refugee Agency, and solely government supported.

Under the Joint Assistance Sponsorship (JAS) Program, GARs with special needs can receive additional settlement support from Sponsorship Agreement Holders Privately sponsored refugees (PSRs) are identified and supported by private sponsors in Canada. Blended visa office-referred (BVOR) refugees are referred by the United Nations Refugee Agency and jointly supported by government and private sponsors. 1.

2. 2 Help for resettled refugees Under the Resettlement Assistance Program (RAP), the Government of Canada helps government-assisted refugees (GARs) and other eligible clients when they first arrive in Canada by providing direct financial support, and funding the provision of immediate and essential services.

Financial support includes a one-time start up allowance and monthly income support typically provided for up to one year or until clients can support themselves, whichever comes first. RAP Service Provider Organizations, located in communities across the country except Quebec, deliver RAP immediate and essential services to clients generally within four to six weeks of arrival in Canada.

These services include: Port of entry and reception services; Temporary accommodation and assistance with locating permanent accommodation; Needs assessment and referrals to other settlement programs and community based services; Information and orientation on financial and non-financial information as well as life skills training; and Links to essential federal and provincial programs. 2. Before a RAP client arrives in Canada 2.

1 Interim Federal Health Program Coverage Overseas The Interim Federal Health Program (IFHP) covers certain pre-departure medical services for refugees coming to Canada for resettlement.

This coverage includes the following services: immigration medical exams and follow-up treatment of health conditions that would make someone inadmissible to Canada under paragraph 38(1)(a) of the Immigration and Refugee Protection Act (e.g. active pulmonary tuberculosis and untreated syphilis) certain vaccinations aligned with Canadian immunization guidelines communicable disease outbreak management and control medical support needed for safe travel 2.

1. 1 Pre-departure Vaccinations If clients’ medical examination is performed by an International Organization for Migration (IOM) physician, they can receive immunizations against a defined list of vaccine preventable diseases, such as Measles, Mumps, Rubella, Polio, and Hepatitis B. Clients will have been given their vaccination record and reminded of the importance of bringing it with them to Canada.

While pre-departure vaccination services offered through the IFHP are completely voluntary, clients are reminded that immunizations are important in all stages of life to help prevent the spread of contagious diseases. They are also informed that in Canada, some provinces require that children be properly immunized against certain diseases in order for them to attend a pre-school facility, or public/private schools.

Therefore, if clients have young children, they are reminded that getting them vaccinated prior to departure can facilitate their registration to Canadian schools. 2. 1.

2 Immigration Medical Exams IRCC-approved Panel Physicians conduct Immigration Medical Examinations (IME) for all refugees prior to their arrival in Canada. The IME includes health questions used for all applicants to determine notably if individuals may be a danger to public health and/or public safety.

Upon request, a copy of the IME is given to the client who can then decide whether to share the IME with their medical doctors in Canada. Footnote 1 For privacy reasons, IRCC cannot provide copies of the IME to SPOs and sponsors. Instead, the Department shares the Resettlement Needs Assessment.

2. 2 Resettlement Needs Assessment The Resettlement Needs Assessment does not include medical diagnoses, but instead focuses on the services and medical products/medical devices the client requires.

In some cases, and where the panel physician deems critical, some diagnoses or personal information may be necessary to share, such as acute or active conditions which require special attention either during transit, post-arrival, or where a referral by a doctor may be needed soon after arrival. See Annex 3, IRCC Guidelines for Sharing of Clients’ Resettlement Needs for more detail.

Panel Physicians provide an opinion on the type of service clients likely require upon arrival in Canada and suggest a time frame to receive these services. While Panel Physicians provide informed medical recommendations, they are based on a single medical encounter and rely on client disclosure of their health concerns.

For this reason, it is necessary that refugees visit a primary care provider shortly after arrival, as further detailed in Section 9. 5 on the Canadian Health System . Through the Immigration Loans Program (ILP), the Government of Canada provides loans to resettled refugees to cover the cost of their travel to Canada.

The loan document is signed by the client at the time of the initial interview with the IRCC migration officer abroad. The immigration loan covers the transportation fees from their point of departure to their final destination in Canada, including the cost of non­medical escorts, if applicable. Loans are interest free, and repayments begin one year after arrival in Canada.

Generally, the time given to completely pay the loan is from 3 to 8 years, depending on the amount. The maximum loan amount per family is CAN$15,000. 2.

4 Pre-arrival Settlement Services – Canadian Orientation Abroad Pre-arrival settlement services provide accurate and relevant information and supports to selected permanent residents and refugees. These services allow individuals to make informed decisions and begin the settlement process while they are still abroad, so that they arrive in Canada better prepared to integrate into Canadian society.

Pre-arrival services are initial settlement services provided to immigrants who are located overseas, prior to receiving resettlement and settlement supports and services in Canada. Canadian Orientation Abroad (COA) sessions are in-person pre-arrival group information and orientation services for refugees; they are a critical aspect of the resettlement process.

These services are delivered by the IOM, and are intended to: Help individuals selected for resettlement prepare for travel to their final destination in Canada Provide individuals with a realistic view of Canada, including dispelling any misconceptions Support individuals in taking ownership of their resettlement, settlement and integration process Facilitate a seamless continuum of information from pre-arrival to in-Canada resettlement and settlement supports and services (including linkages to additional pre-arrival services, RAP services, and in-Canada Settlement services) COA sessions help refugees prepare for resettlement to Canada, which includes information on, but not limited to: Preparation for travel to Canada Provision of a realistic view of life in Canada, including difficulties that individuals may encounter as they settle in Canada—particularly in the first few months following their arrival—as well as information and strategies to address these challenges (e.g. cost of living, housing, finding a job) The importance of obtaining the knowledge and tools to live independently in Canadian society Realistic messaging on the resettlement support that individuals should expect to receive from RAP SPOs and/or sponsors, and the financial support they should expect to receive from sponsors and/or IRCC (which varies between provinces and territories and mirrors social services amounts).

Rights and freedoms of individuals according to Canadian law, understanding of Canadian values, as well as their responsibilities and obligations as permanent residents and future citizens of Canada The linguistic duality of Canadian society and the choice available to settle in a Francophone or Acadian Community Footnote 2 outside Quebec.

Other relevant pre-arrival services and in-Canada RAP and Settlement services See Annex 4 for a list of general topics covered in the context of COA. The aim is for all individuals selected for resettlement to Canada to receive in-person COA training, where operationally possible. Other modes of service delivery or information provision are considered for circumstances where clients are more difficult to reach and serve in-person.

2. 5 Other Pre-arrival Settlement Services In addition to COA training provided by IOM, many other organizations provide pre-arrival settlement services, both online and in-person (China, India, Philippines and Morocco Footnote 3 ), including services in French.

These free services can help clients: Learn about living and working in Canada Get their school diploma or professional certificates recognized in Canada Connect with employers and other members of their future community Receive employment counselling, mentorship and referrals to other settlement services Receive information specific to living in Francophone and Acadian communities and services available in French These services can also help if clients are interested in experiencing their settlement and integration process in Canada in French.

New employment services targeted specifically for the needs of refugees, are under development and will be available soon. Once available, these services will be listed on the Pre-Arrival Settlement Services website. A full list of free pre-arrival Settlement services can be found at www.

canada. ca/pre-arrival-services 3.

RAP Clients and their Resettlement Needs The following categories of refugee clients are eligible for RAP services: Eligibility to RAP Services Government-Assisted Refugees (GAR) Joint Assistance Sponsorship (JAS) clients Privately Sponsored Refugees (PSR) POE airport services only Footnote 4 Blended Visa Office Referred (BVOR) clients POE airport services only Footnote 4 Other groups admitted under a public policy established by the Minister Depends on the conditions of each public policy – some public policy groups may be eligible for RAP services, while others may not.

Eligible RAP clients arriving on Temporary Resident Permits (TRP) All RAP services. These clients are often resettled on an urgent basis. One-Year Window (OYW) arrivals of any of the above classifications All eligible RAP services which were provided to the Head of Family, if needed by OYW clients.

3. 1 The Resettlement Needs of GARs GARs selected for resettlement may arrive in Canada having experienced different types and different severities of trauma, some perhaps a few years before their resettlement, others very soon before their resettlement to Canada. Some GARs will experience symptoms of post-traumatic stress disorder (PTSD).

In keeping with expert advice, it is understood that psychosocial needs are best dealt with in a stable, supportive environment.

According to recent clinical guidelines published in the Canadian Medical Association Journal “pushing for disclosure of traumatic events in well-functioning individuals who have survived torture or sexual- and gender-based violence could be harmful; this increases the risk of resurfacing processed traumas, as well as raising issues of stigma and consequent ripple effects on family and community.

We recommend against systematic screening for Post-Traumatic Stress Disorder, but suggest that practitioners be alert for associated signs and symptoms (e.g., unexplained somatic symptoms, sleep disorders or mental health disorders such as depression or panic disorder). ” The Canadian Mental Health Association explains that PTSD can cause “intrusive symptoms such as re-experiencing the traumatic event.

Many people have vivid nightmares, flashbacks, or thoughts of the event that seem to come from nowhere.

” They also describe some of the symptoms of PTSD as including: feeling very nervous or ‘on edge’ all the time feeling startled very easily having a hard time concentrating having problems sleeping well often feeling like something terrible is about to happen, even when safe feeling very numb and detached – feeling like things aren’t real, feel disconnected from our body or thoughts, or having a hard time feeling emotions 3.

2 Professional development training for RAP SPO – A Trauma-Informed Approach It is important for all RAP SPO staff who will be assisting newly arrived GARs to have the experience and/or the training to understand that clients may have had traumatic experiences, and to be familiar with the best approaches to assist them when they arrive in Canada.

While RAP SPO staff are not expected or funded to provide mental health services, it is their role to ensure that clients access a primary care physician as soon as possible after their arrival in Canada, so that they can be referred as needed to refer them to appropriate services and supports.

The Centre for Addictions and Mental Health (CAMH) leads the Immigrant and Refugee Mental Health Project, which consists of IRCC-funded training for service providers on how to appropriately respond to the unique mental health needs of new immigrants, including GARs. The course also provides strategies to promote self-care and cultural competence.

IRCC strongly encourages RAP SPOs to have all of their front line staff undertake this, or equivalent training. More information on the training provided by CAMH may be found here: https://irmhp-psmir. camhx.

ca/courses GAR clients resettled to Canada also include individuals who are lesbian, gay, bisexual, transgender, queer or two-spirit (LGBTQ2 Footnote 5 ), who may have experienced serious human rights abuses based on their sexual orientation, gender identity, gender expression or biological sex.

While the above-mentioned CAMH training includes information on the particular psychosocial needs of LGBTQ2 clients, RAP SPOs are strongly encouraged to have all their staff undertake cultural and/or diversity training that includes information on the particular needs and vulnerabilities of LGBTQ2 clients, as well as information on the services and supports available in their community for this particular clientele.

See Annex 1 for information on training and resources that may be used as a starting point for referring LGBTQ2 clients to local organizations. In addition, under IRCC’s Settlement Program, short-term counselling is available as a Settlement support service to clients encountering problems and crises while adjusting to life in Canada (e.g. abuse, sickness, divorce, etc.) in order to assist them in the resolution of these difficulties.

This short-term service can include the identification of the client’s needs and the determination of the appropriate type of service and/or resource for referral. This service is not a professional or clinical service and should not include in-depth social or psychological counselling of a kind normally provided by existing health and social service systems.

Direct mental health and health interventions, such as emergency care and long-term management, remain within the jurisdiction of provinces and territories.

SPOs that have received funding from other sources (e.g. provinces/territories, municipalities, etc.) to provide more intensive mental health supports, such as trauma and counselling programming, may refer clients to these specialized services within their organizations or to other qualified practitioners in the community. 4.

Official Language Requirements As part of IRCC’s commitment to official language minority communities (OLMCs), settlement and resettlement services must take the specific needs and contexts of immigrants settling in official language minority communities into account. Article 5.

4 of the RAP and Settlement contribution agreement and its sub-articles are in place to ensure that clients can make informed resettlement and settlement-related decisions, and that the capacity and structure of Francophone and Acadian communities are leveraged.

While each contribution agreements’ official language requirements depend on the type of programming that is being implemented, all RAP SPOs are expected to adhere to sub-articles a), b), and c), and some may also need to adhere to sub-article d): To inform Eligible Clients of services available in the client's preferred official language through other organizations.

To organize activities, projects, and programs to forge ties between Canada’s two official language communities. To annually consult with Francophone Minority Communities about settlement and resettlement programming as determined appropriate by the Department.

To offer services in both official languages based on an assessment of needs by the Department; this will include: making the public aware of services through greetings, recorded messages, announcements, broadcasts, signs, documents and other means of communication; and provision of equal quality services for the public in both official languages, and for individuals in the language of their choice.

Identify the Project participants/beneficiaries and take all necessary measures to communicate and provide Project-related services and/or activities to the participants/beneficiaries in English and in French as the case may require. The Department has deemed that the requirements under this section are not applicable.

All RAP clients need to be adequately informed about the possibility of settling in Canada in French, and, if interested, referred or connected to whenever possible to different aspects of local Francophone and Acadian communities. Ideally, this information should be delivered by, or in collaboration with, members of local Francophone and Acadian communities.

In early 2018, IRCC surveyed all RAP SPOs on their best practices relating to official languages. The below includes best practices shared by current RAP SPOs.

SPO To-Do list – Meeting the Official Language Needs of GARs Irrespective of clients’ first language , in order to be able to appropriately inform all RAP clients, and to connect RAP clients as needed to local Francophone and Acadian communities, RAP SPOs should build their knowledge of their local Francophone and Acadian community.

Namely: French RAP and/or Settlement services funded by IRCC: Available French settlement language training (FSL Literacy, basic, intermediate, or advanced levels) Connecting with Francophone volunteers in the context of RAP service delivery or Settlement Community Connections programming Francophone health services (Francophone hospitals, clinics, or health facilities, etc.), including mental health services offered in French Local Francophone schools/school boards for primary and secondary education; Francophone colleges or universities Francophone and Acadian community centres Permanent accommodations in Francophone neighbourhoods Any Francophone or Acadian cultural hub, or public events that may be taking place in their community, i.e. festivals, theatres, etc. Create partnerships and build relationships with existing Francophone and Acadian organizations in the community to establish an active referral system, advance cooperation opportunities, build knowledge on what services are offered by Francophone organizations, and learn how to collaborate to assist Francophone RAP clients to successfully resettle and integrate.

Establish a two-way referral system between RAP SPO and Francophone/Acadian organization to create a mutually supportive relationship SPOs may consider having a Francophone/Acadian program liaison officer or team at the RAP/Settlement SPO dedicated to connect clients with and inform them about available Francophone resources in the community Prior to clients’ arrival, RAP SPOs should ensure they have French-speaking RAP staff (or as a second option, French interpreters) who can assist clients with orientation, needs assessment and all other RAP activities.

Upon receiving the Notification of Arrival, the RAP SPO can identify if the clients speak French, are arriving from a French-speaking country of asylum, or come from a country of origin where French is spoken.

The referral process can then begin – summary information regarding French-speaking GARs can be sent by the RAP SPOs to existing Francophone and Acadian settlement organization in the community that may be able to help meet the client’s settlement needs(while ensuring that client’s private information remains protected) 5.

Port of Entry (POE) Airport Services This chapter describes the requirements for the reception of refugees at a Canadian port of entry (POE), i.e. the first Canadian airport where their flight will land.

POE Airport Services are offered in Toronto, Vancouver, Calgary and Montreal (funded by the Province of Quebec) to GAR, JAS, PSR, and BVOR clients, or some clients resettled as a result of a public policy or humanitarian and compassionate considerations.

Requirements generally include meeting and greeting the refugees soon after they deplane in Canada, assisting them with immigration and customs procedures, and issuing winter clothing to GAR and JAS clients between October 15 and April 15, and to PSRs and BVORs on an exceptional basis only, or as per instructions from IRCC.

POE Airport Service Provider Organizations (SPO) must also ensure clients meet the Resettlement Assistance Program (RAP) SPO or sponsors waiting for them at the POE airport. If the POE is not the final destination, the POE SPO must address immediate in-transit needs, and assist all refugee clients to their air transportation to their final destination where they will be met by the RAP SPO or sponsors.

Arrangements for overnight accommodation and transportation to and from this accommodation are also made by the POE Airport SPO in the event of an onward connection scheduled for the next day. 5. 1 Receipt of Notification of Arrival Transmission (NAT) and Arrangements Prior to Clients’ Arrival POE Airport SPOs are informed of expected arrivals through a Notification of Arrival Transmission (NAT).

The NAT is sent from IRCC’s Resettlement Operations Centre – Ottawa (ROC-O) to the POE Airport SPO, and to the local IRCC office at the GAR/JAS clients’ final destination. The local IRCC office will in turn send the NATs to RAP SPOs. NATs should be sent by ROC-O at least 10 business days prior to the expected arrival, though in some cases (e.g. urgent cases or other), this timeframe may be shorter.

Finally, it should be noted that NATs contain clients’ private information and must be treated appropriately by SPOs, as per the privacy requirements in their contribution agreements with IRCC.

Upon receipt of the NAT, carefully review its content to adequately plan the reception of the refugee clients (consider number of individuals, language spoken, ages, medical conditions, other special needs, etc.) Coordinate the clients’ arrival with: Canada Border Services Agency (CBSA) Airport transportation service (if required due to mobility issues – see below section for clients with special needs) IOM (i.e. cross-check IOM’s weekly reports of refugee arrivals with NATs received from ROC-O; in the event of discrepancies, inform IOM and ROC-O as soon as possible) Local RAP SPO and/or sponsors as required If the POE is based in the client’s final destination city, or the final destination city is to be reached by ground transportation, arrangements must be made.

See sections 5. 2 and 5. 3 below for more details.

Plan for the necessary number of staff and interpreters on arrival day, depending on the clients’ age (additional staff required when there are minors), physical and mental health, or any experience of trauma that may be noted in the NAT For all categories of refugees, if in-transit overnighting is known to be required due to airline schedules not permitting onward travel until the next day, make necessary hotel arrangements The hotel costs for GARs and JAS clients will be covered through the POE Airport SPO’s contribution agreement with IRCC The hotel cost for PSR or BVOR clients will be covered using the transportation loan: CBSA will issue the 4-part Immigration Loan document (IMM500) White copy will be provided to the hotel for payment Yellow copy will be provided to the client for their reference Pink copy will be kept by CBSA Green copy will be kept by POE SPO The POE SPO will make hotel arrangements for the client The client or SPO representative will provide the IMM500 to the hotel front desk agent The hotel agent will fill out Box 31 (other costs) The hotel agent will send the IMM500 and invoices to IRCC NHQ Finance for payment Share with CBSA the number of refugees who will be arriving, and other relevant information (i.e. provide a list of names only if required), to ensure an appropriate number of officers are available to process clients upon arrival 5.

1. 1 Special Needs Clients Special needs clients include persons with special medical needs, persons with disabilities, minors travelling alone, and seniors travelling alone who may need extra attention. The special needs should be identified on the NAT, allowing preparations to be made in advance of the arrival.

Wheelchair or stretcher required IOM will generally make arrangements with the airline to have