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indicating clearly and spontaneously to members of the public that services of comparable quality are available in the official language of their choice at designated offices and service points. In this context, reception in both official languages becomes particularly important. The public must feel that they have been given the choice of expressing themselves in either official language and that the office/service point is truly able to provide service in the official language of their choice. For example, the public should be greeted bilingually so that clients can choose the language in which they wish to express themselves and be served. |
Automated system: |
for service to the public purposes, means an automated system made available to the public by a federal office or service point through which the public may obtain a service consisting of material or information originating with the institution; for language of work purposes, means a regularly or widely used automated system in a federal institution (including keyboards, instructions, manuals, managestional devices and other software) used for the processing and communication of data required or produced by a federal institutions after January 1, 1991 (this also applies to systems that are acquired but updated after the above date). |
Bilingual position: |
expression used in the Public Service to designate a position in which at least one duty requires the knowledge and use of both official languages. Some Crown corporations do not use the expression "bilingual position" but have duties which require the use of both official languages. |
Central services: |
internal services of a federal institution that are necessary for employees to carry out their job-related responsibilities, e.g. administrative, financial, legal, staffing, evaluation, audit and library services. |
Communication: |
includes any communication, whether written, verbal, visual, televised or electronic. The content and format must always reflect the equality of status of both official languages in federal institutions. Communications include signs, advertising, brochures intended for the public and for employees, publications and reports as well as information sessions and consultations. |
Computer system: |
means any system and software used for communications purposes or to perform a task, for example, electronic mail,word processing software, computers and automated terminals, etc. |
Conducive work environment: |
work environment with an infrastructure that facilitates the use of both official languages and in which employees can work in the official language of their choice. |
Equitable participation: |
a principle based on the concept that, regardless of their ethnic origin or first official language learned, English-speaking and French-speaking Canadians should have equal opportunities to obtain employment and advancement in federal institutions and, consequently, that the composition of the workforce of federal institutions should tend to reflect the presence of both linguistic groups in Canada, taking into account the characteristics of individual institutions, including their mandates, the public they serve and their location. |
Imperative staffing: |
applies to a bilingual position which must be staffed by a candidate who meets the language requirements of the position at the time of the appointment. |
Language requirements: |
means the essential language requirements in either official language or both official languages that enable employees to perform their duties in a manner which enables the institution to discharge its official languages obligations. |
Nature of the office: |
this concept is used in respect of services whose nature is such that they must be provided in both official languages without referring to the level of demand; this includes notably offices providing various specific services that concern the health, safety or security of members of the public (for example, signage or the provision of first aid services), offices whose location makes it reasonable to provide services in both official languages (for example, in national parks or in the Yukon and the Northwest Territories) or offices that have a national or international mandate (for example, diplomatic missions and offices organizing events of national or international significance). |
Personal services: |
internal services which an institution provides to its employees as individuals, including pay and benefits services, health-related services, career guidance and counselling. |
Regularly and widely used instruments: |
common work tools: e.g. procedures manuals, policy manuals, guidelines, forms, questionnaires, etc., whether distributed electronically or on paper and produced by or on behalf of a federal institution. Can also include computer software. |
Service point: |
a place where a service is provided in person, in writing, by telephone or by an automated system such as a counter, a video, a recorded message or a computer terminal. |
Services provided to the travelling public pursuant to a
contract: |
services, as described in the Official Languages Regulations, provided to the travelling public by third parties at federal airports, train stations and ferry terminals that must be in both official languages, at offices where there is significant demand. This includes, for example, restaurants, foreign exchange offices, duty-free shops, self-service equipment (banking machines), passenger screening and boarding services, public announcements and the provision of other information to the public, and carrier services. |
Significant demand: |
for a given federal office or service point, significant demand for services in English and French is determined using two types of rules:
|
As soon as possible upon beginning the audit, the auditors should contact those responsible for official languages in their institution in order to obtain the following documents:
Auditors are also encouraged to consult the Official Languages Information Network (OLIN) which contains all the relevant references with respect to official languages, including the Act, the Regulations, guidelines and circulars, as well as reports and statistics.
The Canadian Charter of Rights and Freedoms, 1982;
The Official Languages Act, 1988;
The Official Languages (Communications with and Services to the Public) Regulations, 1991;
The Public Service Official Languages Exclusion Approval Order and the related regulations;
The Treasury Board Official Languages Policies, Official Languages volume, Treasury Board Manual, June 1993; and
Other official languages policies are set out in other volumes of the Treasury Board Manual or in Treasury Board circulars:
I. SERVICE TO THE PUBLIC
1. Communicate with the public in either official language:
2. Ensure that the services described in 1. are provided in both official languages where the services are provided by a third party on behalf of a federal institution (OLA, sec. 25).
3. Where a federal institution regulates organizations with respect to any of their activities in the areas of health, safety and security of the public, it must ensure, through its regulation of these organizations, wherever it is reasonable to do so, that the public can communicate with the regulated organizations and obtain services in both official languages (OLA, sec. 26).
4. Provide the services described in 1. and 2. effectively in both official languages (for example, at the required linguistic level, both with respect to written and oral communications (OLA, sec. 27).
5. Ensure that the services described in (1) and (2) are offered actively in both official languages by ensuring compliance with the following (OLA, sec. 28):
6. Use the media that will allow effective communication in each official language when communicating with the public in both official languages (OLA, sec. 30 and the letter clarifying the obligations set out in sections 11 and 30 of the OLA, May 6, 1991).
7. Ensure that the signs identifying all offices are in both official languages and that each language is given equal prominence (OLA, sec. 29).
8. Publish notices or announcements required or authorized by an Act of Parliament in at least one English-language and one French-language publication in each region concerned or, if such publications do not exist, publish these in both official languages in at least one publication in general circulation in the region concerned (OLA, sec. 11 and the letter clarifying the obligations set out in sections 11 and 30 of the OLA, May 6, 1991).
9. Provide any documents tabled in the Senate or House of Commons in both official languages (OLA, sec. 8).
10. Ensure that federal-provincial agreements which meet criteria set out in the Act are made in both official languages (OLA, sec. 10).
11. Ensure the respect of the equality of status of both official languages when a federal institution and a third party acting on its behalf, organizes, hosts or participates in fairs, exhibitions, competitions or games of national or international scope that are open to the general public (Regulations, paragraphs 10(b) and 10(c)).
12. Ensure that federal institutions providing grants or contributions to voluntary non-governmental organizations serving the public composed of members of both official language communities take the necessary measures to ensure that the recipients respect the spirit of the OLA.
II. LANGUAGE OF WORK
1. Ensure that work environments are conducive to the effective use of both languages, so as to accommodate the use of either official language by its employees, in the following locations:
2. In the regions described in 1.:
3. At offices of the institution in regions other than those described in 1., ensure comparable treatment of English as minority language and French as minority language, as well as comparable treatment of English as majority language and French as majority language (OLA, sec. 35).
4. Ensure that its head or central offices communicate in the language(s) of the office receiving the communication.
5. Ensure that every federal institution that has authority to direct, or provides services to (central agencies or common service organizations), other federal institutions accommodates the use of either official language by officers and employees of those institutions (OLA, sec. 37).
III. EQUITABLE PARTICIPATION
1. While fully respecting the merit principle, ensure that all Canadians, both English-speaking and French-speaking, have equal opportunities to obtain employment and advancement in the institution (OLA, sec. 39).
2. Ensure that its staff tends to reflect the presence of the two official language communities in Canada, taking into account notably the institution's mandate, location and clientele (OLA, sec. 39).
IV. MEASURES SUPPORTING INSTITUTIONAL BILINGUALISM
LANGUAGE REQUIREMENTS OF POSITIONS OR FUNCTIONS
1. Ensure that the language requirements of functions or positions are based on real requirements for communications with the public or with federal employees (OLA, sec. 91 and the letter of July 4, 1991 on section 91 of the OLA and hiring practices.
2. Ensure compliance with TBS policies on imperative and non-imperative staffing of bilingual positions.
A. Language Training
1. Give employees who meet the eligibility criteria in TBS policies access to language training at government expense.
2. Ensure compliance with TBS policies on language training.
B. Producing Texts in Both Official Languages
C. BILINGUALISM BONUS
Abbreviations
OLA: Official Languages Act
OLEEB: Official Languages and Employment Equity Branch of the Treasury Board Secretariat
Regulations: Official Languages (Communications with and Services to the Public) Regulations
TBS: Treasury Board Secretariat
SERVICE TO THE PUBLIC (audit objectives to be developed)
1. Use of the media (sections 11 and 30 of the Official Languages Act; Chapter 1-5, Part I, Official Languages volume, Treasury Board Manual)
2. Documents tabled in the Senate and the House of Commons (section 8 of the Official Languages Act);
3. Treaties and agreements concluded with other States, and federal-provincial agreements (section 10 of the Official Languages Act)
4. Grants and contributions made to voluntary non-governmental organizations serving the public (Chapter 1-4, Part I, Official Languages volume, Treasury Board Manual)
5. Participation in events of national and international scope open to the general public (paragraphs 10(b) and 10(c) of the Official Languages Regulations and Chapter 1-3, Part I, Official Languages volume, Treasury Board Manual)
6. Regulatory authority in the area of public health and safety (section 26 of the Official Languages Act)
LANGUAGE OF WORK (audit objectives to be developed)
1. Communication between the offices of central agencies or common services organizations which have authority to direct other institutions or which serve them (section 37 of the Official Languages Act and Chapter 2-3, Part II, Official Languages volume, Treasury Board Manual)
Issue
The Official Languages Act ensures respect for English and French as the official languages of Canada and the equality of status and equal rights and privileges as to their use in all federal institutions, including Crown corporations.
The circumstances in which federal offices using the Internet must provide their information in both official languages are set out below. This guidance reflects the requirements of the Official Languages Act and its Regulations.
Guidance
N.B.: This questionnaire is primarily designed to be used by managers to help them quickly assess the official languages situation in their organization. It may also be used by persons responsible for official languages who want to get a snapshot of the official languages situation. Internal auditors may also find it useful when developing their audit program or when planning their audits to identify areas on which to focus their official language audits.
Introduction
The purpose of this questionnaire is to enable line managers and those responsible for official languages in the departments and agencies to quickly evaluate on their own the overall official languages situation in their area of responsibility. It consists of a series of questions which managers can ask themselves in order to assess the performance of their organization/unit in terms of its official languages responsibilities. In light of this self-evaluation, it will then be up to managers to take any measures necessary to correct or improve the situation.
The questionnaire is divided into four parts:
I service to the public;
II language of work;
III equitable participation; and
IV program management.
Managers are invited to complete the parts of the questionnaire relevant to their specific situation, that is, in light of their official languages obligations. For example, a manager responsible for a unit mandated to serve the public in both official languages should complete parts I, III and IV, while a manager of a unit which is also mandated to serve the public in both official languages and is located in a region designated bilingual for language of work purposes should complete part II as well. Similarly, a manager may wish to evaluate only program management or a support measure such as language training. Only the relevant part need then be completed.
Managers play a crucial role in the area of official languages. They are the ones who have to translate official languages legislation and government policy into reality. It is through their activities and what they do on a daily basis that their institution can determine whether it is meeting its obligations regarding service to the public and language of work, and whether it is meeting the government's commitment regarding equitable participation.
"The Act and the Regulations made thereunder give effect to the language guarantees in the Canadian Charter of Rights and Freedoms. The challenge for managers is to implement these provisions in a fair and reasonable way. They must pay particular attention the obligations regarding service to the public and language of work. In possible cases of non-compliance, the Act provides recourse, first to the Commissioner of Official Languages, then, if necessary, to the Federal Court of Canada."
Part I - Service to the public
Under the Official Languages Act and Regulations and the policies made thereunder, managers must ensure that their offices provide prompt, courteous service of comparable quality in both official languages at all times everywhere in Canada where they are required to do so. More specifically, in offices and service points that are obligated to provide their services in both official languages, managers must ensure that the public are able to communicate with these offices and receive services in the official language of their choice at all times. It is also the responsibility of the managers of these offices to provide an active offer of service in both official languages and to inform their clients of the location of these offices and of the availability of the service in the official language of their choice in these locations. |
Yes | No | ||
1. | What are my unit's language obligations regarding service to the public? | ||
- | What measures are in place for meeting these obligations? | ||
2. | Am I able to offer service of comparable quality in both official languages at all times? | ____ | ____ |
- | Is back-up always available in order to provide this service? | ____ | ____ |
- | If not, have I made temporary administrative arrangements? | ____ | ____ |
3. | Do the employees assigned to provide service to the public have sufficient language proficiency to ensure that my clients' needs are met, given the nature of the institution's activities? | ____ | ____ |
- | For example, have I considered: | ||
· | determining whether the linguistic profile of the positions assigned to provide service to the public and the linguistic skills of the incumbents of those positions were adequate? | ____ | ____ |
· | planning language training? | ____ | ____ |
· | using translation services? | ____ | ____ |
· | using staff deployments or assignments? | ____ | ____ |
· | using imperative staffing (first see conditions for use of imperative staffing, Chap. 4-2, Part I, "Official Languages" Volume, Treasury Board Manual)? | ____ | ____ |
· | using third parties, for example, contract employees? | ____ | ____ |
· | reallocating resources? | ____ | ____ |
· | making temporary use of certain administrative arrangements, such as using automated systems, entering into service agreements with other federal offices in the region that have satisfactory bilingual capacity, or implementing other measures? | ____ | ____ |
4. | Have I informed my employees of their official languages responsibilities? | ____ | ____ |
- | For example, have I considered: | ____ | ____ |
· | setting official languages objectives when preparing annual plans or reminding employees of the existence of such objectives? | ____ | ____ |
· | incorporating service to the public in both official languages in performance appraisals? | ____ | ____ |
· | organizing information sessions and making employees aware of the importance of service in both official languages? | ____ | ____ |
· | discussing possible improvements with employees? | ____ | ____ |
· | distributing information documents, brochures, memorandums, directives, etc.? | ____ | ____ |
· | including the "official languages" aspect in my service standards? | ____ | ____ |
5. | Is service of comparable quality in each official language? | ____ | ____ |
- | What quality control measures are in place? | ||
- | What do they reveal about the comparable quality of service in both official languages? | ||
- | Do I conduct regular inspections (or follow-ups, controls, evaluations, etc.)? | ____ | ____ |
- | What are the results of my observations? | ||
- | Do I conduct regular surveys? | ____ | ____ |
- | Do these surveys also deal with the quality of service in the minority official language? | ____ | ____ |
- | What are the clients' reactions? Are they satisfied with the quality of service in each language? | ____ | ____ |
- | Do I rely primarily on complaints to form an idea of the quality of service? | ____ | ____ |
- | What does an analysis of complaints reveal? | ||
- | What conclusions can I draw from my meetings with minority official language groups? | ||
6. | Do I ensure that services are actively offered in English and French at all times? | ____ | ____ |
- | Are the following elements present: | ||
· | official languages symbol? | ____ | ____ |
· | notices and signs in both languages? | ____ | ____ |
· | bilingual in-person reception? | ____ | ____ |
· | bilingual telephone reception? | ____ | ____ |
· | access to automated services and availability of these services in both official languages? | ____ | ____ |
· | bilingual public messages (oral and written)? | ____ | ____ |
· | availability of publications in both official languages. | ____ | ____ |
- |
What steps have I taken to ensure this? | ____ | ____ |
- | Are they really sufficient? | ____ | ____ |
7. | Are all the employees assigned to provide service to the public able to refer clients to bilingual employees or employees proficient in the other official language? | ||
Have I considered: | |||
· | whether employees who can provide services in both official languages are present at all times? | ____ | ____ |
· | language training and alternative interim arrangements? | ____ | ____ |
· | using special measures when bilingual employees are absent? | ____ | ____ |
· | using third parties? | ____ | ____ |
- | If not, what options are available to me and what specific steps should I take? | ||
8. | Have I clearly identified who my clients are? | ____ | ____ |
- | Am I aware of their needs, expectations and specific characteristics? | ____ | ____ |
- | Am I able to take these into account and respond to them? | ____ | ____ |
- | Do I keep abreast regularly of changes in the needs of my clients and of minority clients? | ____ | ____ |
9. | Is it clear to our clients that we offer our services in both official languages at all times? | ____ | ____ |
- | How are our clients made aware of this? | ||
- | For example, have I considered: | ||
· | using the official languages symbol? | ____ | ____ |
· | prominently displaying the official languages symbol in strategic locations? | ____ | ____ |
· | displaying signs in both official languages? | ____ | ____ |
· | displaying publications in visible locations giving equal prominence to each official language? | ____ | ____ |
· | publishing announcements and printing publications in both official languages? | ____ | ____ |
· | meeting with representatives of associations of official languages minority communities? | ____ | ____ |
· | reminding employees assigned to provide service to the public that they are required to answer the telephone in both official languages? | ____ | ____ |
10. | Are operations organized in such a way that services and the resulting communications are always provided in the language chosen by the client, either orally or in writing? | ____ | ____ |
11. | Are official languages complaints resolved satisfactorily and as quickly as possible? | ____ | ____ |
- | For example, what steps should be taken: | ||
· | to inform employees of the nature of the complaints received? | ||
· | to involve employees in the development of corrective measures? | ||
· | to follow up on complaints (contact the client again, check that the situation has been corrected)? | ||
- | Do I compile data on the type, nature and frequency of complaints? | ____ | ____ |
12. | In the case: | ||
a) | of services provided in partnership with other institutions, have I ensured that my institution's language obligations were met? | ____ | ____ |
b) | of organizations which receive grants and contributions, have I ensured that the services provided by these organizations were available in both official languages where required by legislation? | ____ | ____ |
Part II - Language of work
In the National Capital Region and in the bilingual regions designated in the official languages policies, managers must ensure that the work environment is conducive to the use of both official languages and accommodates the use of employees' official language of choice in their work. To this end, they must:
Elsewhere in Canada, the language of internal communications shall be English or French, depending on the language which predominates in the region in which the organization is located. The manager must ensure that the treatment of both official languages in a minority situation is comparable from one unilingual region to the other. Irrespective of the region in which the employee works, his or her official languages rights must not prevent the organization in which he or she works from meeting its other language obligations, notably and especially regarding service to the public and/or services to other employees. |
Yes |
No |
||
1. |
What rights do employees have regarding language of work? | ||
- |
What specifically are my responsibilities regarding language of work? | ||
2. |
Are my employees aware of their official languages rights and responsibilities? |
____ |
____ |
- |
What steps have I taken to inform them of their rights and responsibilities: | ||
· |
distributing the official languages policy on language of work? |
____ |
____ |
· |
distributing various brochures on language of work? |
____ |
____ |
· |
holding information sessions? |
____ |
____ |
· |
organizing meetings with those responsible for official languages in the organization, the institution, the Treasury Board Secretariat and the Office of the Commissioner of Official Languages? |
____ |
____ |
· |
holding periodic discussions of the situation with employees? |
____ |
____ |
· |
including the "official languages" aspect when welcoming new employees? |
____ |
____ |
· |
other steps? | ||
3. |
Have I clearly informed my employees that they can file their grievances in the official language of their choice? |
____ |
____ |
- |
Have I ensured that their union representatives and their supervisors know this? |
____ |
____ |
- |
Have I taken steps to ensure that grievances are handled in the official language in which they were presented? |
____ |
____ |
- |
What steps have I taken in this regard? Are they sufficient? |
____ |
____ |
Bilingual regions
: |
|||
4. | Have I asked my employees who hold bilingual positions and who work in bilingual regions which official language they prefer to work in? | ____ | ____ |
- | How did I do so? | ____ | ____ |
- | Was this sufficient to give me a true indication of which official language they prefer to work in? | ____ | ____ |
5. | Do my employees who work in bilingual positions and who work in bilingual regions really have the opportunity and the possibility of working in the official language of their choice? | ____ | ____ |
- | What steps have I taken to give them the opportunity and the possibility of doing so: | ||
· | in my written and oral communications, do I regularly invite and encourage them to use either official language? | ____ | ____ |
· | do I take the necessary steps to ensure that the training and development courses they are required to take are in fact offered in both official languages? | ____ | ____ |
· | do I ensure that supervisors are aware of employees' language-of-work rights and of ways of creating and maintaining work environments conducive to the use of both official languages? | ____ | ____ |
· | do I ensure that regularly and widely used work instruments provided to them are available in both official languages? | ____ | ____ |
· | when I acquire or order information technology goods and services, do I ensure that they will be available in both official languages? | ____ | ____ |
· | when assigning work, do I make it clear to employees that they can work in the official language of their choice and if deadline or workload constraints prevent me from doing so, do I arrange for the work to be done in the employee's official language of choice as much as possible, or take appropriate measures, such as using translation when documents must be available in both official languages? | ____ | ____ |
· | do I set an example by clearly indicating that they can use their language of choice in meetings and by asking supervisors to adopt the same approach? | ____ | ____ |
· | do I encourage an attitude that is open and receptive to the use of both official languages? | ____ | ____ |
· | do I ensure that unilingual employees of the majority official language and supervisors have a positive and open attitude toward the routine use of the minority official language and that they encourage its use in the workplace? | ____ | ____ |
6. | Do my employees who work in bilingual regions have access at the same time in both official languages to the work instruments required in the performance of their duties? | ____ | ____ |
- | For example, have I considered: | ||
· | having them translated, in the case of instruments for internal use? | ____ | ____ |
· | directly acquiring regularly and widely used work instruments in both official languages? | ____ | ____ |
· | adopting interim measures, such as pooling or exchanging bilingual work instruments with other federal offices in the region? | ____ | ____ |
· | developing a plan and strategy for making work instruments available in both official languages, with objectives, timetables and follow-up? | ____ | ____ |
· | reminding the units responsible for acquiring and distributing work instruments about my requirements for bilingual work instruments? | ____ | ____ |
7. | Do the regularly and widely used information technology systems, especially the software, available in my organization enable my employees to use the official language of their choice? | ____ | ____ |
- | For example, have I considered: | ||
· | taking the necessary steps to acquire bilingual information technology systems? | ____ | ____ |
· | adopting interim measures, such as installing temporary stickers on keyboards? | ____ | ____ |
· | drawing up a plan and strategy for making information technology systems available in both official languages, with objectives, timetables and follow-up? | ____ | ____ |
· | signing contracts with third parties, acquiring software in each language? | ____ | ____ |
· | reminding the units responsible for purchasing and distributing information technology systems of my requirements for bilingual information technology systems? | ____ | ____ |
· | specifying official languages requirements when indicating training needs for new systems and software? | ____ | ____ |
8. | Are meetings that are attended by members of both linguistic groups conducted in both official languages? | ____ | ____ |
- | Are employees aware that they can express themselves in the official language of their choice? Were they clearly informed? | ____ | ____ |
- | Are agendas, presentations and minutes drafted or distributed in both official languages? | ____ | ____ |
- | For example, have I considered: | ||
· | making it clear at the start of meetings that participants are free to use the official language of their choice? | ____ | ____ |
· | addressing employees in the official language of their choice? | ____ | ____ |
· | distributing agendas, minutes and other documents in both official languages? | ____ | ____ |
· | clearly indicating in agendas and notices of meetings that the meetings will be bilingual? | ____ | ____ |
· | speaking in the official language least used during the meeting? | ____ | ____ |
· | other measures such as alternating the official language in which the minutes and agendas are prepared? | ____ | ____ |
· | reminding my supervisors of their responsibilities at meetings held in both official languages? | ____ | ____ |
9. | Do I consider the language preferences and skills of my employees who hold bilingual positions when assigning them projects or duties? | ____ | ____ |
- | For example, have I considered: | ||
· | encouraging them to work together in the official language of their choice? | ____ | ____ |
· | encouraging employees to maintain and improve their second language proficiency? | ____ | ____ |
· | making revision or writing assistance services available to employees? | ____ | ____ |
· | acquiring machine translation software in order to enable employees to read information for internal use in the official language of their choice? | ____ | ____ |
10. | Are employees who hold bilingual positions supervised and evaluated in the official language of their choice and other employees in the language in which they are required to perform the duties of their positions? | ____ | ____ |
- | For example, have I considered: | ||
· | reminding my supervisors of their obligations and employees of their rights in this regard? | ____ | ____ |
· | using temporary measures such as translation or assistance from fellow supervisors? | ____ | ____ |
· | encouraging supervisors to become bilingual or to upgrade their language skills? | ____ | ____ |
· | allowing employees to choose the language in which they will be evaluated? | ____ | ____ |
11. | Are the training and development services and personal and central services provided to my employees available in both official languages? | ____ | ____ |
- | Are they of comparable quality in each language? | ____ | ____ |
- | Are they available at the same time in each language without having to be requested? | ____ | ____ |
- | Is the necessary equipment and documentation available in both official languages? | ____ | ____ |
- | What steps did I take to ensure that this was the case? | ____ | ____ |
- | For example, have I considered: | ||
· | asking the employees? | ||
· | asking the units responsible for providing these services to take the necessary steps to correct the situation? | ____ | ____ |
· | encouraging employees to exercise their rights in this regard? | ____ | ____ |
12. | If I supervise EXs in the NCR or bilingual regions, have I identified their positions bilingual? | ____ | ____ |
- | If not, why not? | ____ | ____ |
- | Have I drawn up a plan and objectives to enable EXs to attain level CBC by March 1998? | ____ | ____ |
- | Will I meet the March 31, 1998 objective? | ____ | ____ |
- | If not, what steps should I take? | ____ | ____ |
- | Am I monitoring the situation regularly? | ____ | ____ |
- | If not, have I considered: | ||
· | reminding EXs of the important role they play in creating and maintaining work environments conducive to the use of both official languages and the example which they must set for their employees? | ____ | ____ |
· | encouraging EXs to practise their second language daily in order to maintain their proficiency? | ____ | ____ |
· | setting an example myself through my attitudes and conduct? | ____ | ____ |
Unilingual regions
: |
|||
13. | Is the situation of the minority official language in my administrative unit comparable to that of other units in my institution in other unilingual regions? | ____ | ____ |
- |
How did I ensure that this was the case? | ||
- |
Do I have regular contacts with my counterparts on this subject? |
____ |
____ |
- |
For example, have I considered: | ||
· |
placing this item or having it placed on the agenda of meetings with my counterparts? |
____ |
____ |
· |
comparing the situation regarding work instruments and information technology systems in my administrative unit with the situation in other unilingual regions |
____ |
____ |
14. |
If I provide personal and central services or training and development services to employees working in bilingual regions, are these services: | ||
· |
offered in both official languages? |
____ |
____ |
·? |
available in each language at the same time |
____ |
____ |
· |
of comparable quality in each language? |
____ |
____ |
- |
How did I ensure that this was the case? | ||
- |
Have I instituted measures to ensure quality control of these services in each language? |
____ |
____ |
- |
Do I conduct periodic checks? |
____ |
____ |
- |
Do I merely monitor the number of complaints received? |
____ |
____ |
- |
Do I conduct regular surveys on my clients' satisfaction with the official language in which services are provided? |
____ |
____ |
- |
Have I included the "official languages" aspect in my service standards? |
____ |
____ |
15. |
If my office or organization has authority either to direct or to provide services to other offices of my institution or other federal institutions, do I ensure that communications from my organization respect the language of work of these other offices? |
____ |
____ |
- |
What steps have I taken to this end? | ||
- |
How do I ensure that this is the case? | ||
- |
Do I occasionally monitor communications between regions, for example, by means of observation, review of files, surveys, etc.? |
____ |
____ |
- |
Do I receive any complaints about this? |
____ |
____ |
Part III - Equitable participation
Under the Official Languages Act, the federal government is committed to ensuring that English-speaking and French-speaking Canadians, without regard to their ethnic origin or first language learned, have equal opportunities to obtain employment and advancement in federal institutions and that the composition of the workforce of federal institutions tends to reflect the presence of both official languages communities in Canada, taking into account their mandates, the public they serve and their location. Federal institutions and their managers therefore have a duty to support this commitment by ensuring that employment opportunities are open to all English-speaking and French-speaking Canadians. |
Yes |
No |
||
1. |
Does the workforce of my administrative unit reflect the presence of both official languages communities in the region (or regions) in which it is located? |
____ |
____ |
- |
Do English-speaking and French-speaking Canadians have equal opportunities to obtain employment and advancement in my administrative unit? |
____ |
____ |
- |
To ensure this, do I rely solely on the proportion of members from each linguistic group in my unit and on the fact that it is the same as at the national level? |
____ |
____ |
- |
Do I also take into account my unit's mandate and location and the public it serves? |
____ |
____ |
2. |
Is the presence of both official languages communities reflected in all occupational groups? |
____ |
____ |
- |
For example, have I considered: | ||
· |
assignments and deployments? |
____ |
____ |
· |
analysing how the resources in my administrative unit are organized and reallocating them? |
____ |
____ |
- |
Have I questioned whether the organization of work within my unit might be an obstacle to the recruitment and advancement of both linguistic groups? |
____ |
____ |
- |
What steps should I take to correct the situation? | ||
3. |
When I staff a position, do I take the necessary steps to attract candidates from both linguistic groups? |
____ |
____ |
- |
For example, have I considered: | ||
· |
providing the necessary documentation in both official languages at the same time? |
____ |
____ |
· |
announcing competition notices in both official languages even if the position is unilingual? |
____ |
____ |
· |
expanding the area of competition? |
____ |
____ |
· |
setting up bilingual selection boards, i.e. whose members are able to function in both official languages? |
____ |
____ |
· |
contacting educational institutions of the minority official language community? |
____ |
____ |
· |
publishing notices in minority groups media? |
____ |
____ |
· |
using imperative staffing only when this is necessary for performance of the duties of the position? |
____ |
____ |
4. |
Do I use training and development programs to broaden the pool of qualified individuals from each official language group in a particular work sector? |
____ |
____ |
- |
For example, have I considered: | ||
· |
offering professional development courses in both official languages? |
____ |
____ |
· |
setting career goals in performance appraisals? |
____ |
____ |
· |
drawing up a human resources plan? |
____ |
____ |
· |
drawing up training plans? |
____ |
____ |
ATTENTION, some measures are UNACCEPTABLE:
- |
Do I: | ||
· |
set recruitment quotas? |
____ |
____ |
· |
identify the language requirements of positions based on the linguistic group I want to reach? |
____ |
____ |
· |
use unacceptable methods or imperative staffing to reach my equitable participation target? |
____ |
____ |
- |
If I answered yes to any of the above questions, the steps I am taking are totally inappropriate and unacceptable and I should reread the policy on equitable participation since I am not providing equal opportunities for employment and advancement to the members of both linguistic groups. |
Part IV - Program management
Managers are responsible for managing measures which support the official languages program, namely: i) the bilingualism bonus; They are also responsible for determining the language requirements of positions in their unit. |
Yes |
No |
||
1. |
Do I ensure that employees who are entitled to the bilingualism bonus receive it, especially in the case of employees hired for terms of three months or more, including students? |
____ |
____ |
- |
Do I know the conditions under which eligible employees can receive the bilingualism bonus? |
____ |
____ |
- |
Do I ensure that employees who are receiving the bilingualism bonus continue to meet the language requirements of their bilingual position? |
____ |
____ |
- |
If there are doubts about employees' language skills, do I take the necessary steps to have them retake the SLE? |
____ |
____ |
2. |
Do my employees who are required or who are eligible to take language training really have access to this training? |
____ |
____ |
- |
Have I instituted mechanisms to ensure that the training is received and provided in a timely manner? |
____ |
____ |
- |
In particular, have I considered: | ||
· |
drawing up a language training plan? |
____ |
____ |
· |
monitoring the language training plan? |
____ |
____ |
· |
analysing the effectiveness and cost-effectiveness of training (disturbing employees on training as little as possible and avoiding unnecessary costs by cancelling courses at the last minute)? |
____ |
____ |
- |
Do I take the necessary steps to ensure that they are able to attend this training regularly? For example: |
____ |
____ |
· |
adopting measures so that the work can be done when employees are absent on language training (for example, reorganizing duties, contracting out, acting appointments). |
___ |
____ |
3. |
Do my employees have the opportunity to maintain their language skills after they return to work? |
____ |
____ |
- |
Do I give them the opportunity to practise what they have learned? |
____ |
____ |
- |
Do I encourage employees whose first official language is the second language of employees who have returned from language training to provide their colleagues with opportunities to practice their new language skills? |
____ |
____ |
- |
Do I pair employees from the two linguistic groups? |
____ |
____ |
- |
For example, have I also considered: | ||
· |
encouraging oral and written communications with employees in their second official language? |
____ |
____ |
· |
instituting innovative approaches for practising second language skills (bilingual coffee breaks, working with colleagues who are proficient in the second language, etc.)? |
____ |
____ |
· |
encouraging employees to take advantage of all opportunities to use their second official language? |
____ |
____ |
4. |
Do I have all documents translated which should be translated? |
____ |
____ |
- |
What criteria do I use to determine whether a document should be available in both official languages? | ||
- |
Do these criteria comply with the policy on producing texts in both official languages? |
____ |
____ |
- |
Do I have sufficient bilingual capacity within my organization to have short, non-technical texts translated and revised? |
____ |
____ |
- |
Is this a cost-effective practice for my organization? |
____ |
____ |
- |
Would it be less expensive to use translation services? |
____ |
____ |
5. |
Have I taken steps to ensure that the quality of each version is comparable? |
____ |
____ |
- |
What are those steps? | ||
- |
What are my quality criteria? | ||
- |
Do they depend on the topic and intended audience of each document? |
____ |
____ |
- |
Do the steps taken provide sufficient assurance of quality? |
____ |
____ |
- |
For example, have I considered: | ||
· |
comparative readings of samples from each version? |
____ |
____ |
· |
using the central writing assistance or revision services available within my institution? |
____ |
____ |
· |
using writing or revision service contracts? |
____ |
____ |
6. |
Do I ensure that the most efficient and economical translation services provider is chosen? |
____ |
____ |
- |
What are my criteria in this regard? | ||
7. |
Do the language requirements of the positions in my organization correspond to the work required and are they based on actual needs? |
____ |
___ |
- |
Do I review them and set them objectively before filling positions? |
____ |
____ |
- |
Do they take into account the language obligations of my organization? |
____ |
____ |
- |
Do I use imperative staffing within the limits set out in the policy on staffing bilingual positions? |
____ |
____ |
- |
Do I know the rights of unilingual and bilingual incumbents of positions whose language requirements or linguistic profiles have changed? |
____ |
____ |
(Departments and Agencies)
OBJECTIVES OF THE QUESTIONNAIRE
I. OBJECTIVES OF THE QUESTIONNAIRE
To determine if employees have been informed of their language of work rights. (Treasury Board Manual - Official Languages, Chap 2-1, Appendix A).
To determine if the work environment is conducive to the effective use of both official languages and accommodates the use of either language. (Official Languages Act, Section 35).
To determine if the federal institution is meeting its obligations in making available specific services in both official languages. (Official Languages Act, Section 36).
II. QUESTIONS DIRECTLY RELATED TO THE OBJECTIVES
Objective 1: |
Question 7 |
Objective 2: |
Questions 8, 9, 10 |
Objective 3: |
Questions 11, 12, 13, 14, 15 |
III. USE OF INFORMATION OBTAINED WITH THE QUESTIONNAIRE
The information obtained by means of the questionnaire will be used by the department to manage its Official Languages Program. This would include the information required for the Letters of Understanding negotiated with Treasury Board and for the Annual Management Reports.
EXAMPLE COVER PAGE1
____________________________________________________________________________
NAME OF THE DEPARTMENT
QUESTIONNAIRE ON THE USE OF THE OFFICIAL LANGUAGES AT WORK
I. PURPOSE
The purpose of the survey is to determine if the work environment is conducive (alternative: favourable) to the use of either official language.
ALTERNATIVE PURPOSE: The purpose of the survey is to determine if employees have the opportunity to work in the official language of their choice (alternative: their preferred official language).
II. FOR WHOM IS THIS QUESTIONNAIRE INTENDED?
For employees in the designated bilingual regions for language of work purposes.
III. COMPLETED QUESTIONNAIRES ARE CONFIDENTIAL
All reports will be based on grouped data to preserve the anonymity of individual respondents.
IV. HOW LONG WILL IT TAKE TO COMPLETE THE QUESTIONNAIRE?
It will take approximately 10 minutes to complete the questionnaire, but you may wish to take additional time to formulate written comments.
V. IF A QUESTION IS NOT CLEAR FOR YOUR SITUATION
And you feel your answer may be misinterpreted, please feel free to qualify your answer in the margin, or on the last page of the questionnaire.
VI. IF YOU HAVE ANY QUESTIONS ABOUT THE QUESTIONNAIRE
Please feel free to call... (Telephone number, name of unit.)
VII. YOUR COOPERATION IS REQUESTED
We know you are busy, but it would be appreciated if you would participate in the present survey, as a high response rate will give a truer picture of the existing situation.
VIII. PLEASE RETURN YOUR COMPLETED QUESTIONNAIRE IN THE ENVELOPE PROVIDED WITHIN ONE WEEK
1 A cover page or a covering letter addressed to each respondent is optional, but if used, should be tailored to suit the department
ADAPTING THE QUESTIONNAIRE
I. PURPOSE
This section offers suggestions to the Directors of Official Languages for adapting the questionnaire to meet the requirements of their department.
II. LAYOUT OF QUESTIONNAIRE
Employee data and functions: |
questions 1 to 6 |
Program knowledge: |
question 7 |
(Objective 1) |
|
Use of the official languages at work: |
questions 8 to 10 |
(Objective 2) |
|
Department's duties: |
questions 11 to 15 |
(Objective 3) |
|
Comments: |
question 16 |
III. OVERVIEW
Adapting the questionnaire to the needs of a particular department consists of two steps:
1. review need for questions: retain or delete;
2. decide which alternative to use in retained questions.
IV. REVIEW NEED FOR QUESTIONS: RETAIN OR DELETE
Question 1 is required to the extent that the department wishes to make its analysis of the questionnaires by unit (or sector, branch, division, etc.) and region. The wording of this question should be modified to meet the needs of the department, or deleted if not required. For example, a department may prefer to analyse the data according to occupational categories and by region rather than by work unit and region. If this were the case, item 1a) could be phrased as follows:
CLASSIFICATION OF YOUR POSITION:
Group _____ Level _____
Note: Respondents are requested to indicate the group and level of their position in order to reduce the risk of error. Occupational categories can be easily and accurately derived from these data at the analysis stage.
Question 2 on First Official Language is mandatory, as the analysis of completed questionnaires is made by comparing Anglophones and Francophones. The definitions used are the ones given in the Treasury Board Manual - Official Languages,
Chapter 3-0, page 2.
Question 5 is mandatory, as the analysis of completed questionnaires should be made according to the language requirements of positions: Bilingual, English-essential, French-essential, English or French (either/or).
Questions 3, 4 and 6 are not required to meet the stated objectives of the questionnaire, but recommended on the basis of being useful in describing the linguistic profile of respondents and interpreting the results.
Question 7 (objective 1) provides essential information for reporting on the program, but could be omitted if the information can be obtained by other means.
Questions 8 to 15 are essential, as these questions deal with objectives 2 and 3 of the questionnaire. However, questions 12 (computer programs) and 14 (training) can be deleted if not applicable, or if there is another source of information.
Question 16 should be retained as the comments of respondents often provide clues for explaining results and anecdotes to enliven the official report.
V. DECIDE WHICH ALTERNATIVE WILL BE USED
In question 1, a choice must be made between the model which appears in the questionnaire and the one presented in section IV.
In question 8, a choice must be made between the two item alternatives presented in the questionnaire. The first will provide statistics on the overall use of English and French in the department but will not allow a distinction between the speaking and writing skills. The second will yield the opposite results, that is, it will be possible to report separately for the speaking and writing skills but not on the overall use of the two languages. Please note that the two alternatives should not be combined within the same questionnaire since responses to the general question could contradict those for the speaking and writing skills.
VI. ADAPTING A QUESTIONNAIRE AND ANALYSING RESPONSES
Considering the methodology to be used for analysing questionnaires should constitute an integral part of adapting a questionnaire. It is recommended that the authority (e.g. systems, computer programmers, statisticians) that will be handling the data processing should be consulted before finalizing the design of the departmental questionnaire. (See section entitled "Analysing Questionnaires".)
VII. OTHER CONSIDERATIONS
1. It will be necessary to renumber the final version of the questionnaire, change the "Go to question X" notes, etc.
2. The name of the department may appear on the questionnaire, as well as on the cover page.
3. It is suggested that the modified questionnaire be pretested before its use in the survey.
ANALYSING QUESTIONNAIRES
I. PURPOSE
This section makes suggestions for the analysis of questionnaires on the use of the official languages at work.
II. DATA PROCESSING - QUESTIONNAIRE DESIGN
As noted in the section entitled "Adapting the Questionnaire", discussions with the authority that will handle the data processing (e.g. systems, computer programmers, statisticians) should take place before finalizing the design of the questionnaire. These discussions should include planning how the raw data will be summarized to facilitate the analysis and to prevent any possibility of associating statistical data with an identifiable individual.
III. INITIAL ANALYSIS OF ALL QUESTIONNAIRES
It is essential that data be tabulated separately for Anglophones and Francophones, as defined by First Official Language.
Appendix A shows the tables that would be required to summarize the responses to the questionnaire.
It will be noted that, for questions 11 to 15 , it is possible to combine "Always" and "Often" into one category, and "Seldom" or "Never" into another.
IV. ANALYSIS USING OTHER PARAMETERS
It will often be appropriate to make one or more analyses by selecting the respondents according to parameters provided by the following questions:
- question 1 on work units and regions;
- question 5 on the language requirements of positions.
The summarizing tables would be similar to those displayed in Appendix A.
V. WHICH QUESTIONNAIRES SHOULD BE ACCEPTED?
It is recommended that only those questionnaires containing responses to the following items be retained for data processing:
1. questions 1 and 5 (as discussed in the preceding section);
2. question 2 on the First Official Language;
3. at least one question among those numbered from 7 to 15 inclusively (which cover the 3 objectives of the survey).
VI. THE DISSATISFIED RESPONDENTS
In questions 9 to 15, there are three possible responses:
- SATISFIED;
- DISSATISFIED - I would prefer to use ENGLISH more often;
- DISSATISFIED - I would prefer to use FRENCH more often.
In an analysis to determine if the program is reaching its objectives with respect to Anglophones, it is necessary to combine under an appropriate heading:
- Anglophones who are SATISFIED; and
- Anglophones who are DISSATISFIED and who would prefer to use French more often (that is, the work environment does not impede their use of English).
Note that the program fails to reach its objectives only in the case of Anglophones who are DISSATISFIED and who would prefer to use English more often.
A similar analysis with respect to Francophones would require combining those who are SATISFIED with those who are DISSATISFIED and who would prefer to use English more often. Hence, the program fails to reach its objectives only in the case of Francophones who are DISSATISFIED and who would prefer to use French more often.
VII. THE OFFICIAL REPORT ON THE LANGUAGE OF WORK SURVEY
The official report could include the following elements, but should be presented in accordance with normal corporate practice for similar reports:
SURVEY DATA
QUESTIONS 1a, 1b and 5 provide the parameters for selecting smaller groups of respondents for the analysis.
Initially, however, it will usually prove useful to tabulate these parameters (i.e. questions 1a, 1b and 5), by First Official language (question 2) for all the respondents in the survey.
Nota Bene: In the following pages, N = number; TR = Total responses; TA = Total Anglophones; TF = Total Francophones; GT = Grand Total; and H = Horizontal Total.
1a |
Work Unit: |
Anglos |
Francos |
Ang + Fra |
A |
N H% |
N H% |
HT 100% |
|
B |
N H% |
N H% |
HT 100% |
|
Total |
TA H% |
TF H% |
GT 100% |
|
1b |
Region: |
Anglos |
Francos |
Ang + Fra |
A |
N H% |
N H% |
HT 100% |
|
B |
N H% N H% |
N H% |
HT 100% |
|
Total |
TA H% |
TF H% |
GT 100% |
|
2 |
My First Official Language is: |
Anglos |
Francos |
Ang + Fra |
English |
N |
|||
French |
N |
|||
Total |
TA H% |
TF H% |
GT 100% |
|
5 |
The language requirements of my position are: |
Anglos |
Francos |
Ang + Fra |
Bilingual |
N % |
N % |
HT % |
|
English-essential |
N % |
N % |
HT % |
|
French-essential |
N % |
N % |
HT % |
|
Either English or French |
N % |
N % |
HT % |
|
Total responses |
TA 100% |
TF 100% |
GT 100% |
QUESTIONS BELOW (3, 4, and 6 to 15) must be tabulated for each set of parameters selected (questions 1a, 1b and 5) by First Official Language.
(Example: respondents in bilingual positions in Unit A located in Region B, by First Official Language.)
Note: for each set of parameters, the three totals TA, TF and GT should be the same for all questions.
3 |
I speak English: |
Anglos |
Francos |
Fluently |
N % |
N % |
|
Relatively fluently |
N % |
N % |
|
With difficulty |
N % |
N % |
|
Not at all |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
4 |
I speak French: |
Anglos |
Francos |
Fluently |
N % |
N % |
|
Relatively fluently |
N % |
N |
|
With difficulty |
N % |
N % |
|
Not at all |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
6 |
I am required by my department to have a knowledge of both English and French to provide: |
Anglos |
Francos |
Services to the public |
N1 |
N1 |
|
Internal services |
N2 |
N2 |
|
Supervision |
N3 |
N3 |
|
(Optional) |
|||
Total responses |
TR |
TR |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
Notes: |
|||
"Other" responses should be distributed among the three categories above, according to content. - +N2+N3 will normally be greater than TR (multiple responses permitted). |
|||
7 |
I have been informed of my rights and obligations concerning the use of either official language work: |
Anglos |
Francos |
Yes |
N % |
N % |
|
No |
N % |
N % |
|
Don't know |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
|
8 |
In carrying out my duties, including all communications with the public and other employees, I use: |
Anglos |
Francos |
English only |
N % |
N % |
|
Mostly English |
N % |
N % |
|
French only |
N % |
N % |
|
Mostly French |
N % |
N % |
|
English and French equally |
N % |
N % |
|
Total responses |
TR 100% |
TR 100% |
|
No response |
N |
N |
|
Total |
TA |
TF |
ALTERNATIVE QUESTION 8:
Response tabulation for 8a, Method A
8a |
In carrying out my duties, including all communications with the public and other employees, I speak: |
|||||
(in percentage of time) |
||||||
In English |
In French |
Anglos |
Francos |
|||
0 to 5% |
95 to 100% |
N % |
N % |
|||
6 to 39% |
61 to 94% |
N % |
N % |
|||
40 to 60% |
40 to 60% |
N % |
N % |
|||
61 to 94% |
6 to 39% |
N % |
N % |
|||
95 to 100% |
0 to 5% |
N % |
N % |
|||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Response tabulation for 8a, Method B |
||||||
8a |
In carrying out my duties, including all communications with the public and other employees, I speak: |
Anglos |
Francos |
|||
In English |
% |
% |
||||
In French |
% |
% |
||||
Total |
100% |
100% |
||||
(Optional addition) |
||||||
Total responses |
TR |
TR |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
8b |
I write: (same table as for question 8a) |
|||||
9 |
Concerning the opportunity to work in the official language of my choice when I am not serving the public or other employees, or providing supervision, I am: |
|||||
Anglos |
Francos |
|||||
Satisfied |
N % |
N % |
||||
Dissatisfied, I would prefer: |
||||||
English more often |
N % |
N % |
||||
French more often |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Question 10a: Response tabulation Method A |
||||||
10a |
At internal staff meetings that I attend: |
|||||
English is spoken |
French is spoken |
Anglos |
Francos |
|||
0 to 5% |
95 to 100% |
N % |
N % |
|||
6 to 39% |
61 to 94% |
N % |
N % |
|||
40 to 60% |
40 to 60% |
N % |
N % |
|||
61 to 94% |
6 to 39% |
N % |
N % |
|||
95 to 100% |
0 to 5% |
N % |
N % |
|||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Question 10a: Response tabulation Method B |
||||||
10a |
At internal staff meetings that I attend: |
Anglos |
Francos |
|||
English is spoken |
% |
% of time |
||||
French is spoken |
% |
% % of time |
||||
Total |
100 % |
100 % |
||||
(Optional) |
||||||
Total responses |
TR |
TR |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
10b |
Concerning this use of English and French at meetings, I am: |
Anglos |
Francos |
|||
Satisfied |
N % |
N % |
||||
Dissatisfied, I would prefer: |
||||||
English more often |
N % |
N % |
||||
French more often |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
11a |
The Internal Services that I use are provided in English: |
Anglos |
Francos |
|||
Always or often |
N % |
N % |
||||
Seldom or Never |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
Don't know (or Don't use) |
N |
N |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
11b |
The Internal Services that I use are provided in French: |
Anglos |
Francos |
|||
Always or often |
N % |
N % |
||||
Seldom or Never |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
Don't know (or Don't use) |
N |
N |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
11c |
Concerning the provision of Internal Services, in either official language, I am: |
Anglos |
Francos |
|||
Satisfied |
N % |
N % |
||||
Dissatisfied, services should be provided in: |
||||||
English more often |
N % |
N % |
||||
French more often |
N % |
N % |
||||
Total responses |
TR 100% |
TR 100% |
||||
No response |
N |
N |
||||
Total |
TA |
TF |
||||
Computer programs (software): |
||||||
12a |
(same tables as for question 11) |
|||||
12b |
||||||
12c |
||||||
Work instruments: |
||||||
13a |
(same tables as for question 11) |
|||||
13b |
||||||
13c |
||||||
Professional training courses: |
||||||
14a |
(same tables as for question 11) |
|||||
14b |
||||||
14c |
||||||
Communications with my supervisor: |
||||||
15a |
(same tables as for question 11) |
|||||
15b |
||||||
15c |
||||||
CONFIDENTIAL (WHEN COMPLETED)
QUESTIONNAIRE ON THE USE OF THE OFFICIAL LANGUAGES AT WORK |
Please check only one box in each question (except question 6).
EMPLOYEE DATA AND FUNCTIONS |
1a Work unit:
[ ] (List of units)
[ ]
[ ]
[ ]
b Place of work:
.............................. ...................
(city/town/village) (province)
2 My First Official Language is:
[ ] ENGLISH [ ] FRENCHFIRST OFFICIAL LANGUAGE: official language with which an employee has a primary personal identification (that is the official language in which a person is generally more proficient).
3 | I SPEAK English: | 4 | I SPEAK French: |
[ ]
FLUENTLY [ ] RELATIVELY FLUENTLY [ ] WITH DIFFICULTY [ ] NOT AT ALL |
[ ] FLUENTLY [ ] RELATIVELY FLUENTLY [ ] WITH DIFFICULTY [ ] NOT AT ALL |
5 | The language requirements of my position are: | |
[ ] BILINGUAL [ ] FRENCH-ESSENTIAL |
[ ] ENGLISH-ESSENTIAL [ ] EITHER ENGLISH OR FRENCH |
|
If your position is identified bilingual Go to question 6, otherwise Go to question 7. |
6 | My position has been identified bilingual to provide the
following services: (Check One or More) |
[ ] SERVICES TO THE PUBLIC [ ] INTERNAL SERVICES to other employees [ ] SUPERVISION [ ] OTHER (please describe) INTERNAL SERVICES: services provided by a department to employees, such as pay and benefits, administrative, legal and library services, etc. |
PROGRAM KNOWLEDGE |
7 | My department has informed me of my rights and obligations concerning the use of either official language at work: | ||
[ ] YES | [ ] NO | [ ] DON'T KNOW |
USE OF THE OFFICIAL LANGUAGES AT WORK |
8 | In carrying out my duties, including all communications with the public and other employees, I use: |
[ ] ENGLISH ONLY [ ] MOSTLY ENGLISH [ ] FRENCH ONLY [ ] MOSTLY FRENCH [ ] ENGLISH AND FRENCH EQUALLY |
ALTERNATIVE | |||
8a | In carrying out my duties, including all communications with the public and other employees: | ||
I SPEAK in
English I SPEAK in French |
[ ] %
of the time [ ] % of the time ---- 100% |
(Fill both boxes) | |
If your duties do not require that you WRITE, Go to question 9. | |||
8b | In carrying out my duties at work, including all communications with the public and other employees: | ||
I WRITE in English I WRITE in French |
[ ] % of the time [ ] % of the time ---- 100% |
(Fill both boxes) |
9 | The Department has the obligation to create a
work environment where employees are able to communicate in the official
language of their choice in all circumstances, except when they are
required to provide specified services.
Concerning the opportunity to work in the official language of my choice when I am not serving the public or other employees, or providing supervision, I am: |
|
[ ] SATISFIED | ||
[ ] DISSATISFIED | I would prefer to use ENGLISH more often | |
[ ] DISSATISFIED |
I would prefer to use FRENCH more often |
|
Please feel free to give the reasons for your dissatisfaction in the margin or in section 16 which is reserved for comments. |
10a | At internal staff MEETINGS that I attend: | |||
ENGLISH is spoken FRENCH is spoken |
[
] % of the time [ ] % of the time ----- 100% |
(Fill both boxes) | ||
b | Concerning this use of English and French at MEETINGS, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
I would prefer that ENGLISH be spoken more often |
|||
[ ] DISSATISFIED |
I would prefer that FRENCH be spoken more often |
DEPARTMENT'S DUTIES |
11a | The INTERNAL SERVICES that I use are provided in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW OR DON'T USE | ||||
INTERNAL SERVICES: services provided by a department to employees, such as pay and benefits, administrative, legal and library services, etc. | ||||
b | The INTERNAL SERVICES that I use are provided in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW OR DON'T USE | ||||
c | Concerning the provision of INTERNAL SERVICES in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these services should be provided in ENGLISH more often |
|||
[ ] DISSATISFIED |
these services should be provided in FRENCH more often |
|||
If you use COMPUTER PROGRAMS (software), please answer question 12, otherwise Go to question 13. |
||||
12a | The COMPUTER PROGRAMS that I use are available, at work, in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | The COMPUTER PROGRAMS that I use are available, at work, in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning the availability of COMPUTER PROGRAMS in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these programs should be available in ENGLISH more often |
|||
[ ] DISSATISFIED |
these programs should be available in FRENCH more often |
|||
If you use WORK INSTRUMENTS (documents such as directives and circulars provided by the department) in the course of your work, please answer question 13, otherwise Go to question 14. | ||||
13a | The WORK INSTRUMENTS that I use are available in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | The WORK INSTRUMENTS that I use are available in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning the availability of WORK INSTRUMENTS in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these instruments should be available in ENGLISH more often |
|||
[ ] DISSATISFIED |
these instruments should be available in FRENCH more often |
|||
If you have attended a PROFESSIONAL TRAINING COURSE provided by your department in the last 2 years, please answer question 14, otherwise Go to question 15. | ||||
14a | The PROFESSIONAL TRAINING COURSES that I attend are available in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | The PROFESSIONAL TRAINING COURSES that I attend are available in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning the availability of PROFESSIONAL TRAINING COURSES in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these courses should be available in ENGLISH more often |
|||
[ ] DISSATISFIED |
these courses should be available in FRENCH more often |
|||
15a | My immediate SUPERVISOR is able to discuss work assignments with me in ENGLISH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
b | My immediate SUPERVISOR is able to discuss work assignments with me in FRENCH: | |||
[ ] ALWAYS | [ ] OFTEN | [ ] SELDOM | [ ] NEVER | |
[ ] DON'T KNOW | ||||
c | Concerning my communications with my SUPERVISOR in either official language, I am: | |||
[ ] SATISFIED | ||||
[ ] DISSATISFIED |
these communications should be in ENGLISH more often |
|||
[ ] DISSATISFIED |
these communications should be in FRENCH more often |
COMMENTS |
16 | YOU ARE INVITED TO MAKE COMMENTS ON: |
- any of the previous questions; - items not covered in the questionnaire; - what could be done to promote the use of both official languages in your work area.
Thank you for taking the time to complete this questionnaire. |
The public's right to communicate with federal institutions and obtain service of comparable quality in the official of its choice is a fundamental element of the languages program. To ensure high-quality service, it is important to determine client satisfaction and respond to clients' needs. The area of official languages is no exception. With this in mind, the Official Languages and Employment Equity Branch has developed a questionnaire an user s guide to help federal institutions evaluate the satisfaction of their clients with the offer and delivery of services in the official language of their choice.
Federal institutions can use the questionnaire in offices where they must provide their services in both official languages as required by the Official Languages Act and pursuant regulations. The questionnaire is designed for use in offices where services are offered to clients in person.
This guide includes a questionnaire which has been tested in various regions of the c also includes descriptions of four me can be used to obtain responses to the questionnaire, with the advantages and disadvantages of each method. The four survey methods are:
1. survey using the intercept t method;
2. reply card survey with deposit box on premises;
3. reply card survey with postage prepaid cards; and
4. integration of the questionnaire in an institution's client satisfaction survey.
The guide also provides an outline of the steps to take for processing survey responses and nalyzing results. It includes the camera-ready copy of the questionnaire for three of the four survey methods, with printing instructions.
Description
The survey is carried out by an interviewer who speaks with clients as they leave the office. This interviewer should not be an employee of the office. Each interview lasts approximately two or three minutes.
Advantages
The intercept method:
Disadvantage
Steps to Follow
Description
The survey is carried out by means of a reply card which is filled out by the client on the office premises, and deposited in a box situated near the exit. 'The cards should be left in a place that is visible and accessible to clients. Office employees should not be involved directly in the process, so as not to intimidate clients or influence their responses.
Advantages
Steps to Follow:
Description of the Method
The survey is carried out by means of a re I card that is filled out and mailed by the client of the office. The cards should be left in a place that is visible and accessible to clients. Office employees should not get involved, so as not to influence clients or bias their responses.
Advantages
Disadvantages
Steps to follow
Description of the Method
This method can be used when the institution already has in place a method for obtaining feedback on the level of client satisfaction. Questions on the language of service can simply be added to the existing questionnaire.
Advantages
This method:
Disadvantages
Steps to Follow
Two possible methods of analyzing the results of the survey follow: analysis by the staff of the institution carrying out the survey, and by a private firm. Note that the choice of which of these methods to use is not dependent on the method adopted for carrying out the survey.
Analysis by the Institution Carrying Out the Survey:
Advantages
Disadvantages
Note: the person responsible for compilation and analysis should not be one of those providing the service in question.
Analysis by a Private Firm:
Advantages
Disadvantages
Procedures for Processing and Analyzing Responses
This procedure for processing and analyzing responses may also be use by a private firm.
For each of the multiple choice questions (nos. 1 to 4), processing and analysis could consist of:
Supplementary Processing and Analysis
1) By the official language in which clients were served:
2) By the official language in which clients responded to the questionnaire: