Rob: Promoting compliance with education

Rob's path to becoming a Liaison Officer (LO) at the Canada Revenue Agency (CRA) was an unexpected one. He grew up in Prince George, British Columbia, and started his career with the Agency in administration before completing a business degree and moving on to various roles. Despite his success, he felt unfulfilled.

“I spent time in roles where our time was restricted – we could only spend a certain amount with each taxpayer,” he says. “Many of us found that we would go overtime because so many people needed help. They didn’t understand the intricacies of how to file GST, for example, and didn’t know about the different tax programs and how to navigate them. I was getting the information I needed but felt disconnected from the people I wanted to help..”

The turning point came when Rob moved on to a role as a Liaison Officer. The LO service supports small businesses and self-employed individuals by helping them to accurately file their returns for income tax, as well as GST/HST. They also help business owners avoid and correct the most common errors. Through this program, officers provide tools, information, and support to help businesses manage their tax matters correctly from the start.

“I can’t express how much I love being in a government role where I can relate to people on a personal level, see them for who they are and make a difference in their lives,” he says. “I found right away that I could sit down with people, understand their particular situations, give information, guide them to resources, and feel like I was making a difference in the lives of Canadians. This role ignited me to be who I am and to find my place at the Agency. I promote compliance to legislation with education and support, and I love what I do.”

Rob’s approach to his work is deeply rooted in empathy. “I believe in connecting with people beyond the scripts and policies, focusing on truly helping them,” Rob notes. His retail background taught him the importance of genuine interactions. “Even when I did sales, I would never say, ‘What can I help you with today?’ It was always, ‘How’s your day going?’” he shares.

Rob has countless stories that highlight how the empathetic approach that many LOs use makes a difference. One moment was when a taxpayer, feeling overwhelmed by debt, reached out to the LO program. Rob listened to her story, empathized with her situation, and offered support. “She told me later that I helped her find the strength to keep moving forward,’” Rob recalls.

Rob’s work often involves visiting small communities across Northern BC and the team he is a part of is responsible for all three territories. He interacts with a wide range of businesses, from farming and fishing to oil and gas. “We try to get to these small communities where people are starting their businesses, and we help them start off on the right foot,” he explains.

Rob finds great satisfaction in his role as an LO. “I have a fun job, and I’m helping people while I do it,” he says. “During the pandemic, when meetings were virtual, one business owner was so excited that he finally understood GST that he set off a confetti popper as we were wrapping things up. The next time we met, I brought my own confetti popper, and we set them off together on screen to celebrate his new understanding of GST!”

After a challenging start Rob has landed in his perfect spot. “This should be a destination job for people because it is so rewarding to be on the side of the fence where you’re actually helping people,” he says. “I have no plans to ever leave!”