On the Telephone

- I provide a short greeting that contains the same information in both languages.
Greeting example:
Southern Health-Santé Sud, Hôpital Ste-Anne Hospital, Hello Bonjour, Your Name
- 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:
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”. Please hold one moment. I will transfer you to a bilingual colleague. Merci.
- 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.