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On the Telephone

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  • I provide a short greeting that contains the same information in both languages.

Greeting example:

  • I pause to let the client respond.
  • I continue to provide service in the official language of the client’s choice.

For non-bilingual staff

  • I refer to Active Offer plan and know whom to contact to ensure that service is provided in a timely manner when the client chooses French.
  • I inform the client that I do not speak French and that I will ask a colleague to assist them.

Response examples:

  • Before referring the client, I notify a colleague that the person is requesting services in French and I confirm their availability.
  • If no bilingual colleague is available and language is deemed a barrier, connect with Language Access Interpreter Services.
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