A wealth of information for the Canadian abroad

Wendy Hardouin de Osuna briskly strides the few steps from her office to the reception counter and, beaming, makes eye contact and offers her hand. As the Senior Consular Program Officer for the Canadian Consulate, she’s only been at work for 90 minutes, yet already in this “full-time, part-time job” she’s answered e-mail, taken phone calls, issued two passports and reviewed requirements for dual citizenship with a Canadian living in Mexico. But these routine consular activities are frequently punctuated by the unexpected. Her work this particular morning began with assisting someone found crying in the reception area.

“More often than not, things come up. There’s never a dull day,” she says.

Wendy and consular assistant Marcela Baptista efficiently handle official business – they issue passports, notarize documents, provide death certificates, process citizenship requests and assist in emergencies, switching their conversation smoothly between French, English and Spanish as needed. They also help in more informal ways; one of their primary roles is to connect Canadian citizens in Mexico with the local resources they need. The walls, counters and tabletops of the tiny office in the Golden Zone are filled with informational posters, brochures, promos, business cards and magazines. People are encouraged to introduce themselves and ask questions about common life experiences such as buying a house or car, choosing medical insurance, finding a place to live, getting a job or volunteering.

“We provide a wealth of information for people who come here,” says Wendy.

The broad range of professional contacts available to the consulate and Wendy’s 30+ years of experience living and working in Mazatlán mean she can offer well-informed and up-to-date guidance. She diplomatically suggests her clients are sometimes misled by well-intentioned but incorrect or biased information heard through the “gringo grapevine” or found online. While she cannot directly recommend or criticize particular professionals or businesses, she can “let people know what questions to ask” so they can make informed decisions themselves.

Her favorite part of the job is “opening doors and giving opportunities to people they’re not aware are there. I know where to send people, or if not, I know who to ask.”

The consulate’s ability to assist in emergencies was recently enhanced by a new registration process available to citizens since December, 2009 through the Canadian government Web page (http://www.canada.org.mx). Canadians living anywhere in the world can register any information they wish to share that makes finding and assisting them easier in case of an emergency, such as their contact information, travel schedule, work status and next of kin. This information is shared among Canadian consulates and embassies all over the world, as needed, for emergencies.

For example, if someone living in Mazatlán travels to Argentina, they can register their travel details and local contact information in Argentina with the consulate here. This info is sent to the relevant Argentine office just before they leave, so officials know how to contact them if an emergency arises.

In stressing the importance of registration, Wendy cited an actual situation with an earthquake in an isolated island chain. Because only 120 Canadians had registered as residents or visitors, only two airplanes were sent to evacuate them, yet over 1,000 people showed up to fly out. Some Canadians don’t register for fear their location and travel plans will be released to other government agencies, but Wendy emphasized that information is completely private, not shared, and used only in the case of an emergency.

Crises, such as death, legal trouble, or crime, are all part of her job. “I try to help as best I can. Most situations I can solve with one or two phone calls,” said Wendy. “For example, I try to get people out of jail within 24 hours.”

She also monitors to make sure her clients are being treated lawfully and their rights protected. But occasionally things don’t go as hoped.

“The worst part of my job is when I have to give bad news,” she said. “We’re always looking for a solution, but if it’s not the solution they want, I tell them why.”

The consular staff encourages folks to come by.

“Like everything, it’s who you know. Come and say hello!” said Wendy. “Get to know us! I like to see what people are doing, and you can get updates on local life.”

The Canadian Consulate Office is at 202 Playa Gaviotas, in the Golden Zone, next to the Hotel Playa Mazatlán. Hours: 9:30am to 12:30pm, Monday-Friday. Contact: 913-7320, or in an emergency, 01-800-706-2900. Email Wendy at This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Webpage: http://www.canada.org.mx