In Person
- I greet clients in both official languages at all times.
Greeting example:
Hello! Bonjour!
- I pause to let the client respond.
For bilingual staff
- I continue to provide service in the official language of the client’s choice.
For non-bilingual staff
- I refer to the Active Offer plan and know whom to contact to ensure that service is provided in a timely manner when the client chooses French.
Response examples:
Un instant, s’il vous plait. Je ne parle pas français. Je vais trouver un collègue qui peut vous aider.
I understand you would like service “en français”. One moment please. I will find a bilingual colleague to assist you. Merci.
Plan ahead for services in French by collaborating with your manager and the FLS Unit to devise an Active Offer Plan – Designated Sites, Programs or Active Offer Plan – Non-Designated Sites, Programs. Keep your plan close by for easy access to your contacts and review/update regularly.
- I refer to the appropriate Active Offer Plan and know whom to contact to ensure that service is provided in a timely manner when the client chooses French.
- Before referring the client, I notify a bilingual colleague and confirm their availability to provide services in French to the client.
- If no bilingual colleague is available and language is deemed a barrier, connect with Language Access Interpreter Services.