Report to / Rapport au :
Corporate Services and Economic Development Committee
Comité des
services organisationnels et du développement économique
and Council / et
au Conseil
15 June 2005 /
le 15 juin 2005
Submitted by /
Soumis par: Kent Kirkpatrick, City Manager/
Directeur
des services municipaux
|
|
Ref N°: ACS2005-CMR-OCM-0004 |
Ce rapport est également disponible en
français.
SUBJECT: REPORT
ON FRENCH LANGUAGE SERVICES
OBJET :
RAPPORT SUR LES SERVICES EN
FRANÇAIS
That the Corporate Services and Economic Development
Committee recommend Council receive the 2003-2004 Report on French Language
Services.
Que le Comité des services
organisationnels et du développement économique recommande au Conseil de
recevoir le rapport 2003-2004 sur les services en français.
The French Language Services Division (FLSD) has, in collaboration with various municipal services, undertaken a range of activities to support the implementation of the Bilingualism Policy adopted by Ottawa City Council on 9 May 2001. The mandate of the Division is to respond to information requests and provide advice on municipal services issues affecting French language services.
This report outlines the work of the
French Language Services Division in 2003 and 2004 as well as future
challenges. It is a follow-up to the Report on French Language
Services/Rapport sur les services en français (ACS ACS2002-CRS-SEC-0102) adopted by City Council 27 November 2002.
Some of the highlights include:
The creation of the French Language Services
Procedure Manual (May 2003). It outlines the standards for staff when
communicating with the general public and City employees.
The designation of positions process, which continued
in 2003 and 2004. An important step in this process was the development of new
language proficiency levels. On January 1, 2004, it was determined that the
City had met and even exceeded the requirements of section R.4.2.5 the
Bilingualism Policy with respect to language proficiency of senior management.
An average of 286 municipal employees have taken part in each session of the second language training program. Professional training workshops on various subjects have also been offered in French through the Learning Centre.
The Translation Service receives approximately
11,000 requests annually, and simultaneous interpretation services are
available at an increasing number of committee meetings.
The delivery of French language services in 2003 and
2004 was facilitated by an agreement between the Department of Canadian
Heritage and the City of Ottawa. This agreement runs until March 31, 2006.
The Business Assistance project supports
businesses’ efforts to improve their customer service. This project makes
language training, promotional tools, and low-cost translation services
available to interested businesses.
Development of a procedure for resolving French
language service complaints. In 2003 and 2004, the FLSD received 41 and
33 complaints on French language services, respectively.
Under its mandate, the FLSD maintains close ties with
the Francophone community in order understand their needs in the area of French
language services.
La Division des services en français
(DSF), avec la collaboration de divers services municipaux, a engagé une série
de mesures favorisant la mise en œuvre de la Politique de bilinguisme adoptée
par le Conseil municipal d’Ottawa le 9 mai 2001. Le mandat de la Division est
de répondre aux demandes de renseignements et de donner des conseils sur des
questions relatives aux services municipaux touchant aux services en français.
Le présent rapport décrit le travail de
la Division des services en français en 2003 et 2004 ainsi que les défis à
relever durant les années à venir. Il fait suite au Report French Language
Services/Rapport sur les services en français (ACS ACS2002-CRS-SEC-0102)
adopté par le Conseil municipal le 27 novembre 2002.
Parmi les faits saillants, on
trouve :
La rédaction du Manuel de procédure
sur les services en français (mai 2003) qui souligne, à l’intention des
employés, les normes touchant les communications avec le grand public et les
employés de la Ville.
Le processus de désignation des postes,
qui s’est poursuivi au cours de 2003 et 2004. Une étape importante de ce
processus était l’élaboration d’une nouvelle échelle de compétences
linguistiques. Au 1er janvier 2004, il a été établi que la Ville
satisfait aux exigences de l’article de la Politique de bilinguisme concernant
les aptitudes linguistiques des cadres supérieurs.
Une moyenne de 286 employés
municipaux ont participé à chacune des sessions du programme de formation en
langue seconde. Des ateliers de formation professionnelle sur divers sujets ont
également été offerts en français par le Centre d’apprentissage.
Le Service de traduction reçoit
annuellement environ 11 000 demandes et des services d’interprétation
simultanée sont disponibles à un nombre croissant de réunions de comités.
La prestation de services en français en
2003 et 2004 a été facilitée par l’entente liant le ministère du Patrimoine
canadien et la Ville d’Ottawa. Cette entente se poursuit jusqu’au 31 mars 2006.
Le projet Aide aux entreprises
appuie le travail des commerces qui souhaitent améliorer leurs services à la
clientèle. Ce projet offre aux entreprises qui le désirent des services de
traduction à prix avantageux, de la formation linguistique et des outils de
promotion.
L’élaboration d’une procédure visant à
régler les plaintes en matière de service en français.
En 2003 et 2004, la DSF a reçu
respectivement 41 et 33 plaintes concernant les services en français.
Conformément à son mandat, la DSF
entretient des liens de collaboration avec les communautés francophones dans le
but de mieux comprendre leurs besoins pour des services en français.
The Report on French Language Services in the City of
Ottawa outlines the current state of French language services and strives to
identify future areas of activity. It describes the progress made by the City
of Ottawa in 2003 and 2004 and future areas of focus.
The French Language Services Division (FLSD) was
created in May 2001. The division’s mandate is to manage the implementation of
the Bilingualism Policy. The Division
works in conjunction with the municipal administration to deliver quality
French language services to residents and employees.
In collaboration with stakeholders from the
Francophone community and the various municipal services, FLSD:
·
Provides guidance to City staff on the implementation of the
Bilingualism Policy;
·
Assists departments in developing, implementing and evaluating programs
and services offered in French;
·
Assists departments in adjusting their communications strategies to
better reach the Francophone community;
·
Receives and handles complaints pertaining to French language services;
·
Supports the French Language Services Advisory Committee (FLSAC).
On 9 May 2001 Ottawa City Council adopted the Bilingualism Policy. This Policy
confirms the City’s commitment to deliver, in a reasonable and equitable
manner, services to residents and employees in both languages, within available
resources.
On 27 November 2002, the first Report on French
Language Services was adopted by City Council. In addition to summarizing the
actions already taken, this report outlined some key deliverables required to
support the Bilingualism Policy implementation in future, namely the
development of new French language service standards in the areas of
translation, simultaneous interpretation, and communications.
Since January 1, 2004, the FLSD has also been managing
Translation Services, which had been located within the Communications
Department prior.
Finally, in 2002 the City of Ottawa entered into and
agreement with the Department of Canadian Heritage has committed to supporting
the establishment and improvement of French language services at the City of
Ottawa. This multi-year agreement, in effect until March 31, 2006, assists
financially with the translation of documents, second-language training,
Business Assistance Project, and the coordination of new initiatives in support
of French language service delivery.
French language service issues addressed in 2003 and 2004 are identified
in this report including:
·
Implementation of the Bilingualism
Policy;
·
Development and publication of a French
Language Services Procedure Manual;
·
The Designation of Bilingual Positions Project;
·
Second Language training;
·
Professional training offered in French;
·
Translation and simultaneous interpretation;
·
The contribution agreement with Canadian Heritage;
·
The “Business Assistance Project”;
·
Complaint resolution process;
·
Community liaison.
Implementation of
the Bilingualism Policy
In order to facilitate the implementation of the Bilingualism Policy, the FLSD, acted as a corporate Centre of Expertise to assist various municipal services in the delivery of French language services.
Some key activities included:
·
Responded to information requests from the public, the Francophone
community, other levels of government, and researchers. The Division received
approximately 100 requests of this nature per year;
·
Responded to information requests from the Mayor’s office, Councillors’
offices and various city agencies and services; the FLSD received approximately
150 requests of this nature per year;
·
Provided municipal politicians and officials with advice and counsel,
approximately 30 times each year, on various subjects of interest to
Francophone citizens (e.g. the Public Participation Policy, various
studies and reports, notices to staff);
·
Provided information on the Bilingualism Policy, and in support of the
work of the Corporate Communications division approximately 15 times per
year;
·
Made French writing tools such as Lexis available to city staff;
·
Assisted in the preparation of responses under the Municipal Freedom of
Information and Protection of Privacy Act;
·
Regularly communicated general information on the Bilingualism Policy to
the French-speaking community and City employees, especially concerning the
complaint resolution mechanism (approximately 75 times per year);
·
Undertook are organization and improvement of the information posted on
the City’s Web site, ottawa.ca, concerning French language services in 2004.
The FLSD also supports the work of the French Language
Services Advisory Committee by acting as a resource at approximately eight
meetings per year, plus a certain number of sub-committee meetings, as well as
research, drafting of documents, etc.
In 2004, the City Clerk’s Office organized a series of
meetings with representatives of municipal organizations such as the City
Library and the Ottawa Community Housing Corporation, to initiate an on-going
dialogue on best practices for delivering services in French.
Although the Division has made significant progress
since 2001 with regards to service at information desks and general interest
documents, the City will, in coming years, have to continue paying special
attention to service delivery in key public facing services; especially those
related to health and safety.
Similarly, the Division will look to expand and
improve the writing tools made available to employees wishing to work in
French.
Finally, the Division will work to improve and
reorganize all the information posted on the City’s Intranet (MOE) concerning
French language services to ensure that staff has high quality and timely
information to support their work.
Publication
of the French Language Services Procedure
Manual
The 2002 Report on French Language Services
proposed a number of standards and procedures designed to promote the
harmonious and gradual implementation of the Bilingualism Policy.
After City Council adopted this report the
French Language Services Division researched and developed a series of
communications standards for staff.
These standards were compiled in the French
Language Services Procedure Manual, published in May 2003. This manual
formed part of a set of three manuals and two toolkits on inter-related
subjects including, the delivery of French language services, report writing,
and the publication of documents in multiple formats.
The FLSD took part in seven workshops offered
to City employees designed to familiarize them with these new standards.
Approximately 300 key employees took part in these information sessions.
The manual was also available made available to all staff by request through
the City Clerk’s Office, or on-line, on MOE.
Given how important this procedure manual is,
the FLSD’s will continue its efforts to make City employees aware of the
document. Other workshops and promotional activities will be required.
Since 2001, several
steps have been taken to designate bilingual positions – a key
element of the implementation of the Bilingualism Policy.
An environmental
scan was conducted in the summer of 2002 and produced a summary of all
positions, which may require designation and identified future work to be
undertaken.
Throughout 2003
and 2004, research and design work continued on the background materials
required to implement a designation of positions project. Some of these
activities included:
·
The creation and definition of new language proficiency levels that
better reflected the City’s structure and operations.
·
Language tests were then developed to go with the new language
proficiency levels.
·
Linguistic profiles were also developed on an exploratory basis for
various categories of positions. These profiles were based on the proficiency
levels, and on four language skills, namely reading, listening, speaking and
writing in employees’ first and second languages. (Further information on these
tools is available in the language training section.)
In the fall of 2003, senior management approved the work outlined above, including the standard profiles.
January 1, 2004
was a key date in the designation process. As of this date, the City had to
demonstrate that 50% of the positions identified in article 4.2.5 of the
Bilingualism Policy were filled by bilingual staff. This article governs the
language requirements for senior management positions within the municipal
administration; management levels 1 to 3 (Directors, General Managers, and the
City Manager). In the fall of 2003, the City completed it’s evaluation of the
language skills of these staff. The results showed that the City had exceeded
the objective set under the Bilingualism Policy. In fact, 57% of incumbents met
or exceeded the required level of proficiency in French, while continuing to
take language training.
The next phase of the designation
process was kicked off in June of 2004, with the formal launch of the
Designation of Bilingual Positions Project. The goal is now to establish an
administrative system that will:
·
Determine which positions require proficiency in both French and English
within the City of Ottawa; and,
·
Defines the specific level of proficiency for the designated positions.
Designation
requirements are based on criteria such as; the work of the position, the
language needs of the clientele receiving service, and the level of interaction
with the public and City staff. One of the key guiding principles of this
project is that no City employee will lose their positions as a result of
designation.
Two work teams,
with representatives from each branch, were created to support the Project
Manager. Together, these teams will work with branch management teams to
collect the information needed to identify work units’ needs with respect to
bilingual services. An interview tool for collecting data on each work unit was
developed.
An external
consultant has been engaged to assist with the project. Based on the
information gathered during interviews and through analysis of available job
descriptions, the consultant will propose which positions be designated and the
related linguistic requirements.
Communications
activities are planned all year to inform staff about how this process is
unfolding. Information sessions have also been held for corporate management
teams, municipal politicians and union representatives.
In 2005, work on
the designation project will continue including the validation of the
consultant’s recommendation with affected branch managers, and the evaluation
of employees in designated positions.
Special attention will be paid to the technical measures required to
manage related data within existing enterprise resource planning tools (SAP).
The designation
work plan and a series of Frequently Asked Questions documents on designation
are available from the City Clerk’s Office.
Language
training
Second-language
education (SLE) is a component of the professional training program that the
City offers its employees so that they may acquire or upgrade their knowledge
in a second language.
The SLE
program – in English and French – is based on three
learning formats.
The vast majority
of employees take group courses structured in three 12-week sessions held each
year (January to March, April to June, and September to December). Each session
delivers 48 hours of training, i.e. four hours per week.
The City also
offers an independent learning program for intermediate or advanced employees
with specific language learning needs. This format is offered every session,
and the participants meet with an instructor once a week for one and a half
hours.
Finally, private
courses are offered to senior managers.
In 2003 and 2004,
an average of 286 employees participated in each session of the City’s language
training program.
ENROLMENTS IN THE SECOND LANGUAGE PROGRAMS (SLE)
Session
|
French as a second language |
English as a second language |
Total |
|
January to
March 2003 |
344 |
13 |
357 |
|
April to June
2003 |
271 |
5 |
276 |
|
September to
December 2003 |
241 |
6 |
247 |
|
Total 2003 |
856 |
24 |
880 |
|
|
|
|
|
|
January to
March 2004 |
312 |
8 |
320 |
|
April to June
2004 |
279 |
7 |
286 |
|
September to
December 2004 |
232 |
3 |
235 |
|
Total 2004 |
823 |
18 |
841 |
A schedule
describing SLE courses is published regularly in the City’s e-newsletter to
employees (City Briefs) and on the
City’s Intranet site (MOE), along with regular reminders about enrolment dates.
To register for a
language course, employees must discuss their training needs with their
immediate supervisor and then submit a request approved by the supervisor.
In recent years,
the City has worked hard to ensure that the content of its employee language
training reflects the City’s operations and activities. With the help of an
experienced consultant, the City has defined its own language proficiency
levels. These levels:
·
Are based on municipal operations;
·
Include nine proficiency levels (beginner 1, 2, 3; intermediate 1, 2, 3;
advanced 1, 2, 3);
·
Cover four language skills (reading, listening, speaking, writing).
In addition, these levels constitute
the foundation for:
·
The City’s language training program and curriculum;
·
Related tests and evaluation mechanisms;
·
The definition of linguistic profiles for positions that have been, or
will be, designated bilingual.
By integrating
these three factors, the City is striving to make its language training program
more efficient and to link language training to the designation of bilingual
positions. The City also regularly surveys participants for their satisfaction
with the SLE program. In addition to identifying ways of improving the courses,
these surveys have tended to show a very high level of participant
satisfaction. Indeed, more than 80% of participants have indicated that they were
“satisfied” or “very satisfied” with the language training that they received
from the City.
Furthermore, the participants’ progress is constantly
being monitored using various tools. This approach has indicated that 90% to
95% of participants reach their language training objectives and move on to the
next training level the following session.
In 2005,
the City will inaugurate a new second language learning format, a
computer-assisted educational system.
The
federal government will be contributing to the costs of these initiatives until
March 31, 2006.
Professional
training in French
In support of the Bilingualism Policy implementation, some professional training activities that the City offers its employees are offered in French. The number of these workshops has been increasing every year, from five in 2002 to twelve in 2004.
PROFESSIONAL TRAINING WORKSHOPS OFFERED IN FRENCH
|
Year |
Number of workshops |
Number of participants |
|
2003 |
5 |
30 |
|
2004 |
12 |
76 |
The City has also held a certain number of language and professional training workshops in French that target work teams. These “customized” workshops are designed to meet a team’s specific needs.
For example, in
2003-2004, the employees in the Client Service Centres took customer service
workshops, and public health employees received training in writing documents
for the general public.
TEAM SPECIFIC PROFESSIONAL TRAINING WORKSHOPS OFFERED
IN FRENCH
|
Year |
Number of workshops |
Number of participants |
|
2003 |
1 |
11 |
|
2004 |
13 |
89 |
In coming years,
the City is proposing to diversify the professional training initiatives
offered in French and to promote them even more effectively among the teams and
individuals likely to benefit from them.
The 27 November 2002 report proposed setting standards
for the quality of translated documents. This report also proposed criteria for
determining the circumstances under which the City would offer simultaneous
interpretation.
With respect to translated documents, several steps
were taken in 2003 and 2004 to improve the quality and availability of
translated documents.
Although some linguistic gaps still exist, the quality
of the City’s French-language publications continues to improve. The
terminology used has become more uniform, especially since the Lexis municipal terminology bank is
being updated regularly. This bank is accessible to everyone on the Web and is
heavily used by freelance translators.
The new linguistic standards issued in 2003 (see the French Language Services Procedure Manual) have resulted in an increase in
documents being distributed in both languages simultaneously. Staff has also
demonstrated an increase in their willingness to use Translation Services.
In 2003 and 2004, special attention was paid to the
City’s Internet and Intranet sites to ensure that the documents posted there
met the City’s linguistic standards.
The French Language Services Division has identified a few groups of key municipal employees who can help support its mandate by spreading the word about the City’s translation standards and practices. The FLSD thus maintains close ties with the City’s communications officers, Webmasters, purchasing officers, and the staff responsible for coordinating the work of Standing and Advisory committees.
The French Language Services Division has been
responsible for managing the City’s Translation Service since January 1, 2004.
The FLSD is in the process of reviewing the operations of the Translation
Service to improve its work methods, the tools it provides to employees and
freelancers (applications, software packages, data bank, etc.), and the
coordination of translation requests.
The City’s list of freelance translators was reviewed
in June of 2004. Having the candidates take a translation test allowed a more
judicious selection to be made. Approximately 60% of some 75 candidates
were accepted.
Every year, the City:
·
Receives 11,000 translation requests;
·
Translates over 4.5 million words.
As well, the City’s translators handle over 2,400
requests for information or advice every year.
In coming years, the City will have to maintain its recent efforts to ensure that translated documents are readily available and of high quality. Greater emphasis will have to be placed on making translation a communications tool tailored to the City’s clientele. Special attention will have to be paid to the City’s Web site and internal network, MOE.
Similarly, it will be necessary to ensure that the letter and spirit of
the Bilingualism Policy are respected and that the appropriate documents are
always published simultaneously in French and English. Until March 31, 2006,
the City will be receiving federal transition funding to support translation
work.
In 2003 and 2004, several Standing or Advisory
Committees provided simultaneous interpretation during their meetings. This
initiative has allowed the City to progress toward the objective it set in 2002
of providing this service at 30% of its committee meetings.
During the pre-budget consultations and various other
forums, the City also provided simultaneous interpretation services, sometimes
even on a remote basis (via videoconference). Interpretation services are
always available during meetings of City Council and the French Language
Services Advisory Committee.
In 2004, simultaneous interpretation was available at just over 13% of Advisory and Standing Committee meetings (in addition to all City Council meetings). Simultaneous interpretation remains an excellent means of helping everyone participate in city life, especially during public consultations.
The multi-year agreement between the Department of Canadian Heritage and the City is intended to facilitate and support the delivery of French language services during the transition period from 2002 to 2006. Canadian Heritage has agreed to provide $2.5 million in funding during this period to support the City’s efforts. Under this agreement, new French language service initiatives have been launched which may be used as models for similar programs elsewhere in Canada. The agreement with the federal government runs until March 31, 2006.
The business plans submitted to the Department in 2002-2003 and
2003-2004 are available from the City Clerk’s Office. These plans involve four
areas of activity:
·
Translation and simultaneous interpretation;
·
Second language training;
·
The Business Assistance Project;
·
General coordination of French language services, including plans to
designate bilingual positions.
The activity reports submitted to Canadian Heritage at the end of 2002-2003 and 2003-2004 are also available from the City Clerk’s Office.
In 2002, the City of Ottawa introduced a project to
help businesses interested in improving their customer service in French and
English. The Department of Canadian Heritage funds this project through the
agreement discussed above. It was introduced in response to a suggestion from
businesses and provides services on request.
The Project is coordinated by a committee made up of
representatives of the public and private sectors: Tourism Ottawa, the Regroupement des gens d’affaires de la
Capitale nationale, the ByWard Market Business Improvement Area (BIA), the
St. Laurent Shopping Centre, the Entrepreneurship Centre (OCRI), the National
Capital Commission, and the federal Department of Public Works and Government
Services.
The City commissioned a study, conducted from December 2002 to March 2003, which profiled retail service in Ottawa and evaluated merchants’ desire to improve their services in both languages. This study identified the broad lines for a campaign designed to encourage merchants to provide bilingual services.
Three primary services were offered during this pilot phase:
·
A low-cost translation service, provided with assistance from the Alliance française;
·
Language training workshops for employees of the businesses involved,
delivered by the firm Interlangues;
·
A promotional toolkit (staff ID badges, tent cards, decals) to help
businesses promote their availability of bilingual services.
The pilot phase of the project targeted businesses in the ByWard Market and at St. Laurent Shopping Centre. As well, a major project launch event was held at a ByWard Market restaurant in February 2004.
More than 1,000 toolkits were distributed to businesses in the test areas and to businesses affiliated with the members of the project steering committee. For example, all hotels in the National Capital Region were informed about the project, and some took advantage of its services. Similarly, some businesses that were leasing space in federal government buildings received the toolkit.
At the end of phase 2, the pilot areas were surveyed
again to evaluate the outcomes achieved and better target phase 3. The
findings indicated that both bilingual signage and French language services
were more widely available.
Launched in the summer of 2004, the third phase was designed to improve the services the project was offering to businesses and to expand the project’s mandate to include downtown Ottawa, the Ottawa-Gatineau Hotel Association, and the Rideau Centre. Additional toolkits were therefore distributed to the businesses and organizations within the expanded mandate.
Evaluating the services made it possible to:
·
Develop a new language training workshop for people with limited
knowledge of French;
·
Improve the intermediate-level language training provided;
·
Publish a pocket glossary of English and French business-related
expressions;
·
Update the project’s Web site;
·
Re-print an improved version of the toolkit.
Approximately 200 toolkits were distributed between September and December 2004, and the process has carried over into the early months of 2005.
In 2003-2004, the project received more than 40
service requests. With assistance from the Alliance
française, 24,515 words were translated for 31 businesses. Some 10
language training workshops took place over this same period.
The activities held in the fall of 2004 are already bearing fruit; more
than 160 participants will be receiving language training in the first months
of 2005, and the demand for translation is continuing to grow.
Thanks to support from the Department of Canadian
Heritage, the Business Assistance Project will run until March 2006. The
project partners are already drafting objectives for the next phase and
designing scenarios for post-2006.
The evaluation report on phase 2 of the Project along
with a Questions & Answers document explaining the project in greater
detail are available from the City Clerk’s Office.
Although all components of the municipal
administration have a role in offering French language services, the
Bilingualism Policy stipulates that
the French Language Services Division is responsible for receiving and
resolving complaints pertaining to these services.
Complaints may be filed by the general public,
organizations, or employees. In 2003 and in 2004, the FLSD received 41 and
33 complaints, respectively.
During this same period, the FLSD developed the
process to be followed in resolving complaints. The eligibility criteria for
complaints and the timeframes for processing them were set out. All this
information was compiled in a working document. Among other things, this
document stipulates that the manager of the FLSD is responsible for determining
whether a complaint is founded or not, based on the following criteria:
·
Does the complaint pertain to an existing service?
·
Is the service sub-standard?
·
Does the complaint pertain to an incident that does not comply with the
French Language Services Policy?
For their part,
when managers and directors receive a language-related complaint, they are
required to:
·
Resolve the issue;
·
Implement corrective action and inform the FLSD about same;
·
Ensure that all possible measures are taken to prevent the problem from
reoccurring.
When
investigating a complaint, the FLSD always seeks to:
·
Resolve the
issue;
·
Prevent the
complaint or similar complaints from reoccurring by implementing systemic
corrective action.
The complaints filed in 2003 and 2004 involved
a variety of subjects and municipal services and followed no particular
pattern.
Here
are a few examples of the complaints received:
·
A City notice
published in the Le Droit newspaper
referred Francophones to a unilingual employee;
·
The ticket
machines at the ByWard Market parking facility only appeared to work in
English;
·
There was a
spelling mistake on a zoning change sign;
·
The City sent a
letter in English to a citizen concerning street repairs;
·
Notices were sent
to employees in English only.
At the end of 2004, the FLSAC and FLSD received comments regarding the apparent lack of recreational services in French and the low number of subsidized spaces allocated by the City in French-language child care services. In coming months, the FLSD intends to continue working on these two issues of importance to the Francophone community.
The FLSD also wishes to take some steps to make the general public and City staff more aware of the complaint process.
Under the Bilingualism Policy, the French Language Services Division undertakes various activities to maintain ongoing contact with the French-speaking communities. These activities help identify these communities’ changing needs, which allows the City to respond to them more effectively.
The FLSD takes part in community events (forums, roundtables, working meetings) and belongs to networks specialized in delivering French language services (inter-agency committee of the Social Planning Council of Ottawa, French language health coordinators’ network, committee coordinating French-language social services). Each year, the Division takes part in approximately 30 such activities.
The FLSD also supports the work of the City of Ottawa’s French Language Services Advisory Committee (FLSAC). It participates in the FLSAC’s meetings and is sometimes called upon to support the committee’s initiatives.
Finally, the FLSD strives by various means to
facilitate communication between Francophones and the City’s various services.
CONSULTATION
This report was submitted to the French
Language Services Advisory Committee for information.
The Designation of Bilingual Positions Project Team
has been working closely throughout the project with staff in all the operating
departments to gather relevant information and has an on-going communications
plan currently being implemented.
The City of Ottawa’s delivery of French language
services is currently being supported by a multi-year federal funding agreement
with the Department of Canadian Heritage. This funding allows the City to
enhance its services without having to increase its corresponding base budgets.
In order to maintain French language services at their
current service level after the agreement ends March 31, 2006, the City may
have to review its current funding levels.
Upon approval of this report by the Corporate Services and Economic Development Committee and City Council, the French Language Services Division will take appropriate actions to implement the programs/projects outlined above in conjunction with the municipal administration.
SUPPORTING DOCUMENTATION
These documents are all available from the City Clerk’s Office
French Language Services Procedure Manual
French
Language Services Toolkit
Work
Plan for the Designation of Bilingual Positions
Designation
of Bilingual Positions- Frequently Asked Questions
2002-2003
Business Plan submitted to Canadian Heritage
2003-2004
Business Plan submitted to Canadian Heritage
2002-2003
Activity Report submitted to Canadian Heritage
2003-2004
Activity Report submitted to Canadian Heritage
Evaluation
Report on Phase 2 of the Business
Assistance Project
Q.
& A. document on the Business
Assistance Project