Establish or maintain a relationship with the Francophone/Acadian community

Develop policies, protocols and procedures to ensure quality and accessibility of care in the client’s official language, using qualified bilingual staff

Make signage bilingual

Actively provide information on and notify clients, families and caregivers of their right to receive services in both official languages

Clearly and explicitly identify clients’ preferred or required official language in medical records

Actively provide French language services, using qualified bilingual staff

Validate clients’ and families’ comprehension

Provide all client resources (educational, records, portals, consent forms, questionnaires, etc.) in both official languages

Offer the services of qualified medical interpreters

Incorporate language awareness at every step where the user is included and ensure adequate representation of both official language communities

Make all documentation (e.g., calls for expressions of interest, reports, guidelines, etc.) available in English and French

Identify French language services champions at every level of the organization and assign a specific staff member or department to promote language competence and awareness initiatives

Identify staff diversity as a goal and use proactive strategies to build a diverse workforce

Promote the importance of a bilingual organizational culture and the active offer of French language services

Provide access to standardized terminology in both official languages for clients and staff

Prepare an annual report on French language services

Identify bilingual staff through the use of badges or other means

Assess the language skills of qualified bilingual staff, using an accredited organization

Offer tools, support and training for staff and volunteers to better serve the Francophone and Acadian community

Put in place human resources policies and procedures that incorporate specific measures to support the recruitment and retention of qualified bilingual staff

Implement recruitment and retention strategies for volunteers representing the Francophone and Acadian communities

Adopt a continuous improvement approach to our active offer of services

Provide satisfaction and evaluation surveys in English and French

Have a complaint management process that aims to reduce language barriers

Partnerships with the community and Francophone and/or Acadian organizations

Knowledge of the Francophone community’s needs and priorities

Partnerships with other organizations offering French language services and knowledge of available services

Participation in one or more communities of practice

Strategic documents that support diversity and provision of French language services

Organizational culture supportive of the active offer of French language services

Bilingual staff

Bilingual workforce capacity and/or recruitment potential

Partnerships with post-secondary institutions that identify students’ linguistic capacity

Project management structure targeting improvement in the quality of French language services

Clients’ medical records

OZi

Language skills assessment by an accredited organization

Badges, pins, lanyards, etc.