Official Languages: Annual Review 2001-2002

Given that the Department of Foreign Affairs and International Trade (DFAIT) is represented within Canada through its Headquarters located in Ottawa, and around the world through a series of missions, the public is served by three distinct types of employees:

• rotational employees who do not occupy linguistically identified positions. These employees occupy functions within different classification groups and work in both Headquarters at missions abroad.
• The Deputy Minister of Foreign Affairs determines the percentage of each group that are to be bilingual and the linguistic level these employees must obtain to be considered bilingual;
• non-rotational employees who occupy positions within Canada at Headquarters. These positions are identified linguistically similar to most positions within the Public Service; and
• locally-engaged staff (LES) who are recruited by missions abroad and are generally citizens of the country in which the mission is located. Some have the capacity to serve the Canadian public in its official language of choice.

i. Within Canada

DFAIT Headquarters in the National Capital Region is composed of both rotational and non-rotational staff. Both types of employees can be called upon to provide services to the public.

So that all employees are aware of their linguistic responsibilities, they are regularly reminded to serve the public in its preferred official language. This includes providing an "active offer of services in both official languages", so that the public is aware that it can exercise its right to use the official language of choice when dealing with its government. Recently, in March 2002, each employee within DFAIT, both at Headquarters and Missions, received a brochure reminding them of the requirements to serve the public in both English and French. This brochure reminded employees of what had to be done to provide adequate bilingual services to the public, including the leaving of bilingual messages on the telephone.

Furthermore, signs, notes, press releases and other documentation for the public are available in both English and French. Departmental Web sites are in both official languages.

As a result of regular reminders, employees are aware of the need to communicate with the public in its official language of choice. This includes the requirement to send correspondence to recipients in their official language, or in a bilingual format if the latter is not known.

Our responsibilities to provide services to the public is not restricted to public servants alone; whenever the Department uses third parties to provide services to the public, contracts stipulate the need for services in both official languages. This fact was noted as a "best practice" in last year's official languages report of the President of the Treasury Board.

To ensure that the Department complies with the Act's requirements concerning media and advertisements, the Communications Bureau informs those responsibility centres that intend to advertise of their obligations.

All departmental services to the traveling public from Headquarters are offered in both official languages. In addition, all international and national events that are sponsored by DFAIT and that are open to the public are bilingual (or multilingual).

In full compliance with the Act, Regulations and policies applying to the Program, all announcements and postings concerning health and safety are issued in both official languages at Headquarters.

Documents for Parliament are provided in both official languages and federal-provincial agreements made through the auspices of DFAIT are in both official languages whenever so required. All Cabinet documents are scrutinized to determine their official languages' implications, and recommendations are made to the issuing branch.

During the 2001-2002 fiscal year, the cost of documents translated by the Translation Bureau for both services to the public and language of work purposes cost slightly more than $7, 500, 000. So that DFAIT can provide services to the public in both English and French at all its offices, at Headquarters in Ottawa and from all of its missions around the world, as required by the Regulations on Services to the Public {10(a)}, it counts on a highly bilingual staff to provide services in both official languages.

In the National Capital Region, both rotational and non-rotational employees provide services to the public. In the case of non-rotational positions, those who have contact with the Canadian public occupy positions that are identified as bilingual. At the present time there are a total of 382 non-rotational employees who occupy positions that provide services to the public. Of these, 87% meet the language requirements of their positions. In the case of rotational staff, although the functions are identified as "either/or", the Deputy Minister has determined that the majority of employees in most employment groups are expected to be bilingual. In the case of Foreign Service officers, all those who entered the Service since 1987 are required to attain a "CCC" ability in their second official language to be considered bilingual. Management and Consular officers still require a "BBB" to be considered bilingual, though this requirement is in the process of being reviewed. Currently, the bilingualism of the Foreign Service officer group is 83.5%, and that of the Management and Consular Stream is at 64.1%.

It may be interesting to note that the Department's Official Languages Champion is assisted by a series of Official Languages Champions who operate in each bureau and at each mission abroad. These persons ensure that the program is implemented in all areas of DFAIT, and they provide advice and guidance to their colleagues on what they are to do.

ii. At Missions Abroad

Abroad, our missions are generally staffed with Canada-based personnel who have a bilingual capability, so that all Canadians can receive services in their preferred official language. Web sites for the Canadian public, documentation and other information are consistently available in both French and English. Every effort is also made to engage locally-engaged staff liable to come into contact with the Canadian public who have a knowledge of both English and French, as well as the local language(s). It is only with this type of employees that there is a potential weakness; as explained later in this document, in certain countries it is virtually impossible to recruit individuals with an appropriate linguistic knowledge. It should, however, be reiterated that in the missions where this occurs, procedures are in place to ensure that the public will receive services in its preferred official language. Of the 887 DFAIT employees currently abroad, 652 (73.5%) are bilingual. This includes 83.9% of FS officers, and 93.4% of the Executive officers.

The Commissioner's recommendation included in her report Time for a Change in Culture concerning the use of dedicated lines is an interesting approach that is most applicable to those departments and agencies that have offices located across the country. In the case of DFAIT, given that we have only one office within the country that is located in a bilingual area of the country, the situation differs considerably from those areas of the country where both languages are not integrated into the local culture.

To reach DFAIT callers from across the country can use a 800 number, and then select whether the services (that are recorded) are provided to them in either English or French. Once the caller has gone through the options and has selected the office or service he/she wishes to speak to, our staff's level of bilingualism successfully responds to the need. (Please note that callers from the National Capital Region have the same option as the callers by calling a local number) Only on one occasion in the past few years were we notified that an individual did not receive the services sought in his/her official language. This was an exception to the rule, and despite careful study and communications with the complainant it was never discovered to whom he spoke and why the services were unavailable.

Dedicated telephone lines cannot be used at the majority of our missions abroad, given the different telephone systems abroad. As a general rule, each mission has a receptionist who is to provide initial services in both official languages and transmit the caller to the appropriate office. At a minority of missions, however, there have been problems in recruiting locally-engaged receptionists having a facility in both of our official languages. In these cases, administrative arrangements have been established by the missions, requesting these persons to call upon bilingual colleagues to provide services in the official language not spoken by them. Although this generally provides the requisite service, there are infrequent occasions when a caller may not receive services in his or her preferred official language. DFAIT is most conscious of the necessity of ensuring that services are consistently available in both English and French and that the receptionist must be able to deal with the public in its preferred official language. Over the past few years we have been reviewing alternatives to ensure the provision of these services. Despite these efforts the problem has not been eliminated, and it has been noted that among the very few complaints received annually, either through the Commissioner of Official Languages or directly to the Department, the sole consistent with respect to our missions abroad has been the inability of the receptionist to provide services in the official language of a caller. We propose to pursue alternatives over the next year to ensure that this minority of missions will offer quality services spontaneously in both English and French.

Every effort in DFAIT is made to create a work environment at Headquarters conducive to the use of both official languages by its employees. To this end:

• work instruments that are relatively widely distributed and have a certain duration are available in both official languages;
• software and hardware are available in both English and French; and
• both supervisors and employees are regularly reminded of language of work policies.

In March 2002 a brochure was distributed to all employees working at Headquarters explaining language of work obligations and rights. Supervisors were reminded of their obligations with respect to the assigning of work, and the need to respect language rights with the appraisal process. Furthermore, they were reminded of the requirement to respect language rights of the participants of meetings. It also reminded all personnel responsible for the provision of central and personal services of the necessity to provide these to an employee in his/her official language.

The brochure referred to above serves as another form of reminder that DFAIT has used over the years to ensure that staff are aware of their right to use their language of choice in doing their work.

Human Resources has an Intranet site that provides guidance on official languages matters. This site includes a section on language of work and serves as a reminder that the work environment must be conducive to the exercise of language rights.

It should, furthermore be mentioned, that among the rotational officers assigned to Headquarters and who would normally be in supervisory roles, the bilingual capacity is quite high:

Executive: 89.9%

FS: 83.1%

AS: 64.6%

In the case of non-rotationals, there are 218 employees with supervisory roles, of these 87% are recognized as bilingual, meeting the linguistic requirements of their positions.

DFAIT has Executive officers who are both rotational and non-rotational. Each Executive officer who is currently at Headquarters and who does not as yet meet the "CBC" level in the second official language has been reminded of the necessity of meeting the requirement by the 31 March, 2003. Both they and their supervisors have been charged with developing a language training plan so that the requirement can be met by the 31 March, 2003. Arrangements have been already made for a considerable number of these officers to take language training with the Public Service Commission. Many of the Executive officers who do not as yet possess the "CBC"`already have a certain competence in their second official language, and therefore it would appear that the objective can be attained by the 31 March 2003.

Executive officers who are returning to Canada during the summer of 2002 assignment period and who do not as yet possess the necessary requirement have also received a letter designed to remind them of the requirement and the Executive Committee's decision to the effect that the "CBC" must be obtained prior to taking any new assignment, whether it is in Ottawa or abroad. Similarly any Executive officer scheduled to be assigned abroad has been advised of the necessity of obtaining the "CBC" prior to proceeding on the assignment.

All Executive officers who are returning from missions in the future and who do not possess the "CBC" level will be required to attain the requisite level on their return to Canada and before they are to take up any future assignment.

All officers who are being promoted to the EX level are to be advised that the language requirements are to be met within a two year period following their appointments.

There have been several occasions when a successful candidate for a non-imperative appointment has not been able to be sent on language training prior to the expiration of the normal two year exemption period. It would appear that the major reasons for this state of affairs is the inability of Language Training Canada to place these persons within the time-frame. In a few other cases, there was some difficulties in communications and the concerned managers were not aware of the requirement to liberate their employees to take the necessary training.

Administrative changes over the past year should resolve certain difficulties and ensure managerial awareness.

DFAIT has traditionally reflected a demographic balance amongst its employees.

In the case of non-rotational employees, given that these are mostly recruited from the National Capital Region the balance is essentially reflective of the distribution of the Francophone and Anglophone populations in the area. As of March 31, 2002 the participation rate is 60.4% Anglophone, and 39.6% Francophone (indeterminate and term employees).

In the case of our rotational employees, recruitment is not confined to the NCR but is essentially conducted across the country as a whole. In this particular group of employees, the demographic balance is essentially 71.2% Anglophone and 28.8% Francophone that reflects the Canadian balance of each language group. Within the rotational employment groups, participation is currently at the following rates (the figures includes indeterminate and term employees):

Of those personnel assigned abroad, 69.4% are Anglophone, while 30.6% are Francophone.

The overall participation rate in the Department, including both rotational and non-rotational employees, is currently 65.78% Anglophone and 34.22% Francophone (this figure includes both indeterminate and term employees).

DFAIT serves all Canadians and reflects their interests at the country's missions abroad. As indicated above, the balance of its rotational employees reflects the linguistic make up of the country. As well, its level of bilingualism, whether at Headquarters or at missions abroad, reflect the official languages policies of the country.

Departmental management is most conscious of its official languages responsibilities. At all employee events, senior managers make evident the existence of both official languages by using both languages in their presentations. In March of 2002, during Les Rendez-vous de la Francophonie, the Department organized an event to celebrate the existence of both of our official languages and further sensitize departmental employee as to the need to serve the public in its official language of choice, as well as to their rights to work in their preferred official language. Representatives of the Office of the Commissioner of Official Languages, the Department of Canadian Heritage, the Translation Bureau and the Canadian Foreign Services Institute provided information to employees.

The two official languages Champions that have served since the inception of this departmental initiative have made every effort to further the Program, and have taken initiatives designed to ensure that official languages policies are well known. In the Department, for example, each Director General in Ottawa and Head of Mission abroad has been requested to appoint an official languages champion. These champions are provided with program information and serve as a point of contact and source of information for employees in their work areas. They also advise their colleagues as to what is necessary to ensure that the Program is well implemented; in addition, these champions provide information to those responsible for the implementation of the Program in the Human Resources Branch so that the Branch can respond to any queries or complaints. Branch champions attend several annual meetings with the Department's Champion where there is an exchange of information. Champions abroad receive a summary of these meetings.

Departmental management is most conscious of its official languages responsibilities. At all employee events, senior managers use both official languages in their presentations making evident both official languages. In March of 2002, during Les Rendez-vous de la Francophonie, the Department organized an event to celebrate the existence of both official languages and to further sensitize our employees to the need to serve the public in its official language of choice. Representatives from the Commissioner of Official Languages, the Department of Canadian Heritage, the Translation Bureau and the Canadian Foreign Service Institute provided information to employees.

Not applicable.

Not applicable.

All Cabinet submissions are routed through the Senior Departmental Advisor on Official Languages who reviews their contents to determine official language implications.

No transformations occurred within the Department during the past year.

The ASD Policy has been read and studied to determine its implications on DFAIT. As this Policy applies to alternative service delivery, its applicability to DFAIT is essentially non-existent given that the Department's role is to represent the country abroad.

Currently there are no intentions to transform any departmenal opeartions.

During the past year, in March 2002, two brochures were distributed to employees. One dealt with services to the public and the other dealt with language of work. These were designed to service as reminders and ensure that the awareness of employees was raised.

Furthermore, to reinforce the effect of the documentation, DFAIT hosted a two day event during March 2002, coinciding with Les Rendez-Vous de la Francophonie. With the participation and cooperation of the Department of Canadian Heritage, the Office of the Commissioner of Official Languages, the Translation Bureau and the Department's Canadian Foreign Service Institute, a series of kiosks were set up outside the Cafeteria. Employees of these organizations answered questions on the Program and sensitized departmental employees to this important program.

Initiatives are being taken to increase the use of both English and French at departmental meetings. Posters and signage have been obtained and are being placed in all Headquarter's meeting rooms to encourage employees to use their preferred official language.

For many years the Department has had an official languages policy that has dealt with the language requirements of the Internet. This policy has required that all items on the Internet for the intention of the Canadian public and employees be available simultaneously in both English and French. This policy also applies to sites of our missions abroad.

The Commissioner of Official Languages's study on the Internet has demonstrated that most sites fully comply with official languages requirements. The few exceptions that were identified will soon fully comply with official languages requirements.

As indicated earlier, the Department has regularly encountered problems at a minority of missions in providing reception services in both English and French. This failure in providing spontaneous services in both official languages, unfortunately, negates the considerable effort taken by DFAIT in promoting our official languages.

Further efforts will be made to determine the best approaches to eliminate this problem.

Similarly, despite the ability of DFAIT to serve the Canadian public in both English and French, certain bilingual personnel, despite instructions to the contrary, persist in leaving unilingual greetings on their voice mail and on their absence message on their mail systems. Initiatives have been taken to prevent new users from using the exclusively English or French texts available on the voice mail system. It is intended during the course of the year to ensure that as many as possible employees leave bilingual messages on both systems.

PCIS

Please indicate in your annual review whether the pcis data was updated as of march 31, 2002. As applicable, please indicate whether your institution has corrected the errors identified in the statements submitted by public works and government services canada (pwgsc).

For the 25 departments covered by the pcis data quality improvement exercise undertaken by the olb, please indicate what progress has been made in updating your data, and if applicable the date when the work will be completed.

Comment:

Departments and agencies are required to update the pcis data, to check the data quality statements forwarded by pwgsc, and to correct any errors identified, because these data are used to assess the performance of the institutions in managing the official languages program.

It should be noted that the "office code" element is particularly crucial to permit analysis of the bilingual capability of offices designated to serve the public in both official languages. The "office code" in question here is the indicator found in burolis, not the geographic code used internally by the departments.

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The Department regularly transmits information concerning its official languages situation to PCIS. Every effort is being made to ensure the accuracy of data entered.

In early 2002, the Department rolled out the use of Peoplesoft 8, being the first department to use this new system. Certain immediate "teething" problems were immediately evident, including major difficulties in obtaining reports from the system. This problem is being studied, and the delivery of this report has been delayed as a result of the difficulty.

Given that the data entered into the system is now the responsibility of staffing assistants, it is DFAIT's intention to ensure that all who are responsible for the entry of data will be made aware of the need to be accurate, and the different codes for each type of employee.

BUROLIS (List of Offices and Points of Service)

Please indicate in your annual review whether the BUROLIS data were updated as of March 31, 2002.

Comment:

The list of all your offices and points of service is attached. For those institutions that can enter their data directly into Burolis through the Internet/Publiservice, please check the accuracy of the data in both official languages and make any necessary changes.

All other institutions are asked to verify the accuracy of the data in both official languages and to return the verified and corrected copy to us. If there are no changes, please indicate this in your annual review.

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Whenever new diplomatic offices are opened abroad, the necessary changes are made to Burolis so that the travelling public is aware of these offices.