While OSC is open to all, the focus is vulnerable individuals such as those without internet and computer access, vulnerable older adults and families, newcomers and others with language barriers (interpretation services are available), youth in care, individuals with disabilities, low-income individuals, and Indigenous populations. Provides form filling support and/or information about Employment Insurance, Canada Pension Plan, Old Age Security, Canadian Dental Care Plan, Canada Disability Plan, and First Nations Canada Revenue Agency (CRA) simplified forms initiative, as well as information on CRA and other Government of Canada programs and services. Also provides information about provincial/territorial supports to help in the identification of local services, and connects Temporary Foreign Workers and third parties to a tip line for reporting abuse/misuse of the program or workers. Hours are 8 am to 4 pm local time Monday to Friday.
I&R Referral Protocol/Options
- Warm transfer (this is the program's preference). Navigators call 1-877-631-2657:
- callers should have their address and postal code ready to provide to OSC,
- in the phone tree, select "1" for English, then select "2" for a 211-call transfer,
- introduce yourself: "My name is [name or alias], I'm calling from 211 BC/SK/YK, and I have [caller's name] on the phone who has questions about [specify issue]."
- ?WHEN YOU DO A WARM TRANSFER OR REFERRAL, INCLUDE 'NAME' ON ICAROL
- Connect caller to leave a message outside of office hours; message which will be returned the next business day.
- Use online Service Request Form (https://eservices.canada.ca/en/service/) to request a call back within two business days if caller does not wish to be transferred immediately.
- Provide toll-free number to the caller if they prefer to reach out on their own. Advising callers to indicate they got the number from 211 is suggested best practice, but not mandatory.
- If callers report that they have not heard back from OSC, support the caller in contacting OSC again by phone or email (NC-OMPS-IPOS-ELR-REL-GD@servicecanada.gc.ca)