A connected response to a complex crisis: How Canada supported Canadians in the Middle East
Over a 2-week period in June 2025, as hostilities escalated between Israel and Iran, Global Affairs Canada (GAC) worked around the clock to support Canadian citizens, permanent residents and their families in affected regions—including Israel, the West Bank and Iran. While the public saw the results—safe departures, timely updates and available assistance—Canada’s response was underpinned by a large-scale effort involving hundreds of employees at home and abroad.
A centralized response
This was the first full-scale crisis managed out of GAC’s newly renovated Emergency Response Centre. The space allowed the Emergency Response Team, consular operations, logistics specialists and mission liaisons to work side by side—fostering collaboration across departments and time zones.
Helping Canadians in times of crisis is a responsibility carried with pride
“Our priority throughout was making sure Canadians received timely, practical support—whether they were trying to cross a border, access transportation or find clear information,” said Sébastien Beaulieu, Director General of Emergency Management. “In moments like these, what matters most is being present and responsive to the people who rely on us.”
Together, we move forward safely, one step and one bus at a time.
Supporting Canadians across borders
Over 800 Canadians, permanent residents, and their immediate family members are known to have left Israel, the West Bank and Iran during this period. Consular officials were present in third locations—such as Armenia, Azerbaijan, Jordan, Kazakhstan, Türkiye and Turkmenistan —to provide support to those in transit. Assistance from staff in the Middle East, including nearly 2 dozen members of the Standard Rapid Deployment Team dispatched to the region, ranged from help with local transportation and accommodation to onward travel planning.
In the face of uncertainty, our consular teams stand ready to assist Canadians
In Iran, where Canada does not have a diplomatic presence and where options were especially limited, Canadian consular officials were deployed to key border crossings to provide support to Canadians after leaving Iran. As connectivity issues grew and Internet access was disrupted, teams in Ottawa stepped in—working with family members in Canada to register loved ones and share critical information by SMS texting. This coordinated effort ensured that those wishing to leave Iran had access to up-to-date guidance under very difficult conditions.
In the West Bank, consular teams worked closely with local partners and headquarters in Ottawa to help Canadians cross safely into Jordan via the Allenby/King Hussein Bridge. Throughout, the approach was informed by security assessments and close collaboration with partners.
Dedication on the ground make all the difference in helping Canadians
Consular officials also coordinated ground transportation to help Canadians reach airports where commercial flights were available. For example, Canada’s mission team in Israel worked diligently to provide consular services and help Canadians board buses to airports in Jordan. There, consular officials continued to support Canadians with onward travel, including in Aqaba, where Canadians boarded a flight to Athens arranged by the Government of Canada. Upon arrival in Athens, they were met by Canada’s mission team in Greece, who continued to offer consular assistance and support their passage to safety.
Behind each safe passage is a deep commitment to protecting Canadians abroad
Canada’s 24/7 call centre played a key role throughout the crisis, offering support via telephone, email, chat, SMS and secure messaging platforms. Staff handled nearly 6,000 individual consular requests during this period. Thanks to their dedication, the number of incoming requests declined significantly over time, as Canadians received the help and information they needed.
Applying what experience taught us
Inside the Emergency Watch and Response Centre, the team implemented innovations, including new digital intake forms and a secure payment platform that allowed for fast coordination and informed decisions. Lessons from previous crises shaped our response to better respond to the needs of Canadians affected: rapid deployment of surge responders, clearer communication channels and improved collaboration tools. All of these improvements were the result of deliberate reflection on how to enhance emergency response protocols and processes. By applying these lessons from crisis to crisis, we have been able to ensure a stronger presence on the ground, greater consistency across teams, and a smoother, more-coordinated response overall.
Increased requests mean increased support
Staying ready to help, wherever we are needed
This effort reflects a broader commitment: to ensure that wherever Canadians are in the world, they have a government ready to respond quickly, effectively and with compassion. Whether it’s on the ground at a border crossing, on the other end of a phone call or supporting operations at Headquarters in Ottawa, public servants continue to be there for Canadians—24 hours a day, 7 days a week.
Efforts to keep Canadians safe have always been and will always be unwavering
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