OFFERING SERVICE IN FRENCH AT THE WRHA

1. OFFERING SERVICE IN FRENCH AT THE WRHA

2. WHY DO WE DO IT? • Requirement of the 7 designated bilingual Regional Health Authorities • Requirement of the Francophone Affairs Secretariat – Province of Manitoba • But more importantly : IT MAKES A DIFFERENCE AND IT’S IMPORTANT TO THE FRANCOPHONE CLIENT, PATIENT, RESIDENT AND/OR THEIR FAMILY

3. WHY IS IT IMPORTANT? WHAT DIFFERENCE DOES IT MAKE? • Here are a few responses from a community survey undertaken in 2007: • I only speak French. • Because it’s my language and when it comes to health care I think people express themselves better in their language. • Although I can get by in English, my mother tongue is French.

4. WHY IS IT IMPORTANT? WHAT DIFFERENCE DOES IT MAKE? • The more personal the communication the more I want to speak in my mother tongue. • During a crisis, for me I understand and communicate better in French. • I feel comfortable when I can speak in French and people understand me.

5. WHY IS IT IMPORTANT? WHAT DIFFERENCE DOES IT MAKE? • It’s easier to communicate (my) needs. • Especially when I’m with my kids because they do not understand English at all, so it’s easier in French. • I speak English to speed up the process. People give in to the circumstances when they are in need of medical care, or a loved one is.

6. WHY IS IT IMPORTANT? WHAT DIFFERENCE DOES IT MAKE? • It’s my mother especially who needed services and she would have understood better if the communication had been in French. I accompanied her everywhere to explain and translate what the nurses and doctors said, even with home care services. Her English was limited; her French was better.

7. WHO WORKS IN FRENCH? • Designated bilingual employee – working in French is a requirement of their position • Must meet linguistic requirements set for the position • Position is designated bilingual based on population served • Must make an « active offer » of French • Works for a designated bilingual or francophone, facility, program, service or agency of the WRHA

8. WHO WORKS IN FRENCH? • Bilingual employee – Providing service in French is a personal choice • Offers a service in French when a bilingual client presents and the employee feels they have the appropriate linguistic capacity to serve the client in French • The « active offer » is optional • No lingustic criteria attached to position • Works for a designated bilingual or francophone, facility, program, service or agency of the WRHA, or elsewhere

9. WHAT IS AN ACTIVE OFFER? • An offer of services in French which reflects measures taken to ensure that services in French are evident, readily available, easily accessible (whether provided by oral, written or electronic methods) and of comparable quality to those offered in English.

10. LINGUISTIC TESTING - formal • Only employees applying for designated bilingual postions are formally tested • We test spoken French (how some one expresses themself and their understanding of verbal French) • May also test written French (writing and comprehension of written French) • Each position has different linguistic requirements based on the functions of the position

11. LINGUISTIC TESTING - formal • If the empoyee does not pass their test at the required level they can still be hired under « condition of employment » if they meet the minimum language criteria • Given a maximum period of 2 years to improve their French • Must attend night classes • Must take a test every 6 months until they pass

12. LINGUISTIC TESTING - Informal • Service offered to all bilingual employees who are interested in knowing what their level is based on the system used by the WRHA • Only test spoken French • Consists of a 10 minute conversation about your work, your interests in life, etc. • Results are confidential • If the employee ever applies for a designated bilingual position, they would have to take a formal test

13. EXAMPLES OF LEVELS • Nurse – Level A • At this level, one is able to give oral presentations in both formal and informal settings. The individual is able to present a fairly detailed outline of his/her line of reasoning on general or work-related topics in these settings as well as in meetings and discussion groups. Some mastery of idioms and of specific vocabulary appropriate to a variety of contexts, both formal and informal, is evident. The correct use of regional variants is expected while deficiencies in vocabulary will most probably be compensated for. Grammar is generally appropriate. Pronunciation may show moderate mother tongue interference. Deficiencies in vocabulary will be compensated for by synonyms and paraphrases. Discourse may be marked by hesitations but these may nevertheless appear acceptable to the mother tongue listener. Problems may be encountered in discussing more specialized topics, but the individual at this level will have very little difficulty in making himself/herself understood.

14. EXAMPLES OF LEVELS • Scheduling Clerk – Level B+ • This level implies the capacity to take part in a variety of verbal exchanges using different kinds of sentences types. The individual at this level would function optimally in a one-to-one interview, but should also be able to contribute to meetings and discussion groups. The individual would be able to convey the essentials of his/her ideas and opinions on general or work-related topics without necessarily being able to give a detailed outline of the line of reasoning. There would likely be vocabulary, idioms and regional variants inappropriately used. Hesitations of moderate length may be relatively frequent on general or work-related topics and would increase as the individual attempts to speak in detail on any specific subject matter.

15. EXAMPLES OF LEVELS • Regional Manager of French Language Services - Level A+ • This level implies all the capacities in level A. One uses native-like pronunciation. Knowledge of grammatical structures is almost equivalent or equivalent to that of a native speaker of the same occupational group. Vocabulary is apparently as accurate and extensive as that of a native speaker of the same professional group. Speech on all professional and general topics is effortless and smooth.

16. HOW ARE BILINGUAL EMPLOYEES SUPPORTED? • Courses at Collège Saint- Boniface – 2 programs • Workshops offered by French Language Services : • Vocabulary Builder /Active Offer with Ease • Bite-sized grammar courses • Immersion Days • Resource Centre • Web site • Hello/Bonjour + J’apprends le Français pins • Cultural activities

17. WHY WE VALUE BILINGUAL STAFF • Whether an employee is working in a designated bilingual job or a bilingual employee who volontarily offers a service in French to francophones, their work and their passion contribute to the well-being of the WRHA’s clients. • But it is not only French Language Services who appreciates bilingual staff...

18. OUR CLIENTS APPRECIATE THEM TOO • I was thrilled when we were greeted in French at the Children's Hospital day surgery dept! Thank you very much! My son felt much more comfortable. • Completely satisfied with Centre de santé St Boniface and Health Links - Info-Santé • Foyer Valade is French and we are always received in French. Bravo!

19. OUR CLIENTS APPRECIATE THEM TOO • I have always received magnificent service in the two facilities which I go to. • I have lived in Winnipeg for 39 years and the services have greatly improved. • There has been a lot of improvement these past years. Bravo.

20. OUR CLIENTS APPRECIATE THEM TOO • I always feel like I am disturbing people if I ask for service in French! • We hear this type of comment less and less often because of the service bilingual employees provide. • Their clients notice the difference

21. QUESTIONS? • Call French Language Services at 237-2889 or email us at: flsfeedback-retroactionSLF@sbgh.mb.ca