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POLICY
Owner Department:
Communications
Official Languages
Effective Date:
December 3, 2018
Last Reviewed Date:
December 3, 2018
Approving Authority:
Moncton City Council
Replaces No.: Policy 0216
1. Preamble
In 1991, the City of Moncton adopted its first corporate policy on the delivery of services and
communications in both official languages. The initial policy was subsequently revised in 2000 and
2003 to improve the provision of bilingual services and communications.
On August 6, 2002, the City of Moncton became Canada's first officially bilingual City. The resolution
was overwhelmingly applauded and marked a significant turning point in the city's history. This
declaration1 by Moncton City Council serves as the foundation for the Policy on Official Languages and
emphasizes the bilingual character of the City as well as the equality of rights and privileges for both
linguistic groups in all areas of civic life.
It is relevant to reiterate the municipality's obligations2 under the Official Languages Act3 of New
Brunswick:
35(1) A municipality whose official language minority population represents at least 20% of its total
population is required to adopt and publish its by-laws in both official languages.
35(2) A city is required to adopt and publish its by-laws in both official languages irrespective of the
percentage required under subsection (1).
36 A municipality or city to which subsection 35(1), (2) or section 37 applies shall offer the services
and communications prescribed by regulation in both official languages.
1 See Declaration in Appendix 1.
2 See Official Languages Act Schedule A in Appendix 2.
3 Official Languages Act of New Brunswick: http://laws.gnb.ca/en/ShowPdf/cs/O-0.5.pdf
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37 A municipality may, by by-law of its municipal council, declare itself bound by the provisions of this
Act and nothing in this Act shall be interpreted so as to limit the authority of municipalities to promote
the equality of status and use of English and French.
In addition, the language rights of citizens are guaranteed by the Constitution Act4, 1982 (Part 1), i.e.
the Canadian Charter of Rights and Freedoms:
Official languages of New Brunswick
(2) English and French are the official languages of New Brunswick and have equality of status
and equal rights and privileges as to their use in all institutions of the legislature and
government of New Brunswick.
Advancement of status and use
(3) Nothing in this Charter limits the authority of Parliament or a legislature to advance the
equality of status or use of English and French.
English and French linguistic communities in New Brunswick
16.1 (1) The English linguistic community and the French linguistic community in New Brunswick
have equality of status and equal rights and privileges, including the right to distinct
educational institutions and such distinct cultural institutions as are necessary for the
preservation and promotion of those communities.
2. Policy Statement
The City of Moncton recognizes both official languages as having the same rights, status and privileges.
The City of Moncton will ensure the provision of its services in English and French and maintain a
workplace that is respectful and supportive of all individuals and the use of their language of choice.
3. Objectives
The objective of the policy is to ensure the delivery of services of equal quality in both official
languages, English and French. The provisions included in this policy govern municipal activity, notably
communications and the proactive delivery of services in both languages to citizens and the public.
4. Definitions
Active Offer (of Service)
Informing the public, at the first point of contact, that
services and communications are available in both
official languages.
Agencies, Boards and
Commissions
Decision-making groups serving various community
interests; often receive funding from Moncton City
Council for operational purposes.
4 Constitution Act, 1982: http://laws-lois.justice.gc.ca/eng/const/page-15.html
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Communications
Means through which information regarding municipal
matters or services is provided to the public.
Employees
Refers to employees (full-time, contract, casual and
students) of the City of Moncton, including contractors
or consultants hired to deliver services on behalf of the
City.
Front-line services
Positions which imply a direct, first contact with the
general public, either face-to-face, via telephone or
through written communications (electronic or
traditional mail).
Non-profit organizations
Volunteer-based groups serving various community
interests; often receive funding from Moncton City
Council for operational purposes or for specific
social/cultural projects.
Public
Any person doing business with the municipality, living
in Moncton, or visiting the city.
Public consumption
Information that is meant for the public.
Service of equal quality
Service that is actively offered to the public in both
official languages and that is available simultaneously in
the language of choice.
5. Policy
1. Service and Communications
City of Moncton staff provides service and communications to the public in their preferred official
language. Pursuant to this commitment, the City of Moncton ensures that:
a. All City Council proceedings are conducted in both official languages while making
simultaneous interpretation services available;
i. Citizens can communicate with City Hall and members of Council in either official
language (during meetings, via social media, etc.); if the resident engages with the
City first, then the interaction must continue in the language they've selected,
regardless of which languages employees might 'think/know' that the resident
speaks/understands.
b. Council committee meetings may be conducted in either official language, or both. The City
Clerk's office will offer and arrange interpretation services as required;
c. City of Moncton employees making presentations during public Council meetings (including
Committee of the Whole sessions, and topics submitted at private meetings that are
expected to be brought forth at a public session) must use bilingual slides and visuals
(e.g. maps, graphs, etc.). Their verbal presentation may be in their preferred language;
however, those who do speak in both official languages will be encouraged to do so;
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d. City of Moncton employees making presentations at external meetings, conferences,
re: City of Moncton business and/or best practices, shall use bilingual slides and visuals as
much as possible, in order to reinforce the City's identity as a bilingual community;
e. All City of Moncton publications, media releases, signage and forms intended for the public
will be issued simultaneously in both official languages, either in a single document or in
separate documents. In the case of the latter, the availability of the document in the other
official language is noted;
f. All communication, correspondence and documentation destined for the public will be in
the official language of the recipient's choice. If the language of choice cannot be
determined, communications will be in both official languages;
g. All responses to written external communications (including email and social media) are in
the official language in which the original communication was received;
h. All content prepared by the City of Moncton and presented on its website (moncton.ca) is
posted simultaneously in both official languages;
i. external links from the City of Moncton website are not subject to this policy;
i. Websites of other entities governed by the City of Moncton are also subject to the provision
listed in (h) above, e.g. Tourism, Codiac Transpo.
j. Agencies, boards and commissions that receive funding from the City of Moncton are also
subject to the provision listed in (h) above.
k. In addition, consultants hired by the City of Moncton, and who will produce materials for
public consumption (e.g. presentations during public sessions of City Council, stakeholder
engagement sessions, surveys, etc.), are subject to this policy. Proactive collaboration must
occur at the outset of a project to determine timelines and requirements. City of Moncton
employees leading such consultant-driven projects are responsible for ensuring this policy is
followed.
l. All City of Moncton social media channels5 must adhere to this policy.
m. Any software purchased by the City of Moncton, which use is intended to serve residents,
must take into account this policy.
i. As technological upgrades occur within the Corporation (i.e. the City of Moncton),
this policy must be taken into account.
n. It is understood that the City of Moncton's Open Data Policy does not imply that data
released under this policy will be released in both official languages, as the purpose of
sharing the information is not to communicate directly with the public. As such, 'open data'
will be published in the language in which it was created.
5 Reference for additional information: City of Moncton 0817 Social Media Use Policy
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Non-profit organizations that receive funding from the City of Moncton will be encouraged to produce
bilingual communications materials, as appropriate. The City of Moncton may offer various types of
support, to be discussed on a case-by-case basis.
2. Active Offer
The Active Offer is an essential component to putting the public at ease, in allowing them the
opportunity to use their preferred language. This is a matter of customer service, to which the City is
legally bound. The City of Moncton therefore actively offers services and communications in both
official languages through the following:
a. all front-line employees use a bilingual greeting on the telephone or in person (e.g. "Hello,
City of Moncton / Ville de Moncton, bonjour or Building Inspection/ Inspection des bâtiments or
May I help you? Comment puis-je vous aider?") to ensure the citizens are offered services and
communication in the official language of their choice;
b. a visible active offer sign (Hello/Bonjour)6 is placed at the City Hall reception desk and other
municipal buildings and points of public contact in each department or unit indicating that
services and communications are available in English and French;
c. bilingual employees that are in front-line positions (i.e. who are required to interact with the
public) will wear a City-issued magnetic lapel pin (Hello/Bonjour) or other item (ex. patch
embroidered unto uniform) to clearly indicate that they can offer service in either official
language;
d. all recorded greetings and automated e-mail replies are bilingual;
e. the City's automated telephone system offers the choice of English or French and then
proceeds with the caller's chosen language.
3. Staffing
a. The City of Moncton is committed to fostering a work environment that is respectful of all
individuals.
b. Managers must promote, and employees are encouraged to support, bilingualism in the
workplace.
c. All City work units representing a separate and specific service to the public shall have the
capacity to communicate and provide services of equal quality in both official languages at all
times. To achieve this:
6 City of Moncton departments can request Active Offer signage, lapel pins, etc. by contacting the
Communications Department.
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i.
City of Moncton management will establish a linguistic requirement for all positions. It
will consider whether specific positions should be able to offer service, assistance and
communications in both official languages based on the nature of the service, the level
of interaction with the public and the existing capacity of the work unit in question.
ii.
To ensure equal service to the public in both official languages, where warranted,
assigning the linguistic requirement to a position shall take into consideration the team
already in place (i.e. as positions become vacant, the City may designate a job posting as
bilingual in order to maintain its level of service, without requiring that all employees in
that position be bilingual);
iii.
For positions requiring skills in both official languages, Human Resources in consultation
with the unit head, will identify the appropriate language proficiency for the position
that reflects the requirements of the work to be performed and will make
recommendations to the City Manager;
iv.
Language proficiency will mirror standards issued by the Province of New Brunswick7.
d. No employee will lose employment as a result of corporate actions with regard to this policy.
4. Language Training in either Official Language
The City of Moncton recognizes that learning a second language can be a life-long journey, and is
committed to providing training for those who have a demonstrated aptitude and an interest in
improving their language skills.
a. The City of Moncton will inform its employees of the opportunities for language training
and encourage them to take advantage of such opportunities.
b. Priority will be given to employees whose main functions involve communicating and
delivering services to the public, advising other employees and/or providing services
essential to the effective operation of other departments.
c. The City of Moncton will support employees in maintaining linguistic skills in the long term,
to facilitate internal transfers and continue to build capacity within the organization. The
type of support offered will be evaluated on a case-by-case basis, by considering the needs
of the employee as well as the needs of his/her team, while maintaining customer service
as a priority.
5. Complaints
7 Reference: GNB Proficiency Scale listed in Appendix 3.
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The City of Moncton values feedback from residents regarding official languages as a means to
improve delivery of municipal services. As such, the following procedure will be adhered to in the
event of complaints received from the public.
a. If an individual has not received service or communication in his or her preferred official
language, complaints may be made in person, by telephone, by e-mail or by letter to the
City of Moncton's Manager, Communications and Bilingual Services. The complaint will be
documented as soon as it is received;
b. An anonymous complaint will not be investigated;
c. While the name and other contact information must be provided to the Manager,
Communications and Bilingual Services, that information may remain confidential to all
other parties. The identity of the individual could become evident to the other parties as
part of the inquiry process;
d. Complaints will be treated as a priority and handled in a timely manner. The Manager,
Communications and Bilingual Services will acknowledge the complaint within three
business days and initiate the process;
e. Once the work unit or department associated with the complaint is determined,
correspondence will be sent immediately to the work unit or department, usually the
department head, with copy to the General Manager, Corporate Services, outlining the
complaint. The Manager, Communications and Bilingual Services, with support and
cooperation from the department concerned, will investigate;
f. Departments will treat the complaint as a priority;
g. If the complaint is founded, the department, in collaboration with the Manager,
Communications and Bilingual Services, will determine the corrective action to be taken
and when, as well as the steps to be taken to avoid recurrence. The General Manager,
Corporate Services, will be advised of this action plan. Department heads and managers will
take responsibility to ensure the complaint is resolved and corrective measures are in place.
h. The outcome will be communicated to the complainant in a timely manner.
Should City staff encounter issues related to the implementation of the Policy on Official Languages,
they may contact the Manager, Communications and Bilingual Services, the Human Resources
department and/or their union representative, as appropriate.
6. Roles and responsibilities
This section summarizes the roles and responsibilities assigned to various stakeholders in the delivery
of municipal services and communications in both official languages.
a. City Council
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Sets the policy and direction for the Corporation.
i. Establishes Policy on Official Languages;
ii. Receives and acknowledges periodic reports on bilingual services and Official
Languages.
b. City Manager and/or General Manager, Corporate Services
Implement the policies and direction of Council.
i. Ensures the implementation of the Official Languages Policy;
ii. Ensures ongoing progress in areas of service delivery in both official languages.
c. Manager, Communications and Bilingual Services
Under the direction of the General Manager, Corporate Services, and reporting to the
Director, Communications, this person is the point of contact for this policy, is accountable
for its implementation, and oversees the effective delivery of bilingual services in the
Corporation.
i.
Ensures progress towards the successful achievement of the policy objective;
ii.
Provides guidance in matters relating to Official Languages;
iii.
Acts as staff liaison or representative of the Corporation when dealing with specific
initiatives or external organizations relating to Official Languages;
iv.
Ensures that the complaint mechanism is effective and that all complaints are
investigated and resolved in a professional and timely manner;
v.
Develops and implements, in collaboration with all departments, a detailed
corporate action plan to achieve the policy objective, as required;
vi.
Reports to and advises the City Manager and the General Manager, Corporate
Services on matters relating to the delivery of services and communications in both
official languages;
vii.
Ensures that the City of Moncton complies with the provincial Official Languages Act
and regulations, with support and/or guidance from the Legal department as
required;
viii.
Communicates, receives feedback and provides opportunities for dialogue with
members from both linguistic groups in Moncton;
ix.
Promotes and oversees the complaints-handling mechanism to ensure that the
process functions effectively, efficiently, fairly and that appropriate follow-up is
carried out;
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x.
Submits reports to Moncton City Council regarding service delivery and
communications in both official languages. Reports may be produced as needed, to
focus on specific issues or to present an update of policy-driven items.
xi.
Conducts a comprehensive policy review every ten years at a maximum (sooner if
deemed necessary), and amends the policy, if required.
d. Human Resources department
i.
Will evaluate positions to be filled, for bilingual requirements;
ii.
Will maintain an inventory of linguistic designations for all positions within the
Corporation, as well as maintain the personnel files that clarify the language skills of
the employee(s) in a particular position (can include languages other than English or
French, either spoken or written);
iii.
Will maintain records, and establish a process, to ensure proper follow-up or testing
for employees who must maintain a certain standard as a condition of employment.
e. Legal Department
i.
Provides support to Manager, Communications and Bilingual Services as required.
ii.
Provides interpretation of relevant legislation, and guidance in its application.
f. Department Heads
Senior managers are responsible for work units, activities and functions in the Corporation.
i.
Will encourage a workplace that is respectful and supportive of all individuals and
their preferred official language;
ii. Will ensure all work units within their department are aware and abide by the policy
for the delivery of services and communications in both official languages;
iii. Will support and cooperate with the Manager, Communications and Bilingual
Services, in the complaint-handling process;
iv. Will ensure all founded complaints are resolved and corrective measures are in
place.
g. Employees
"Employees" (full-time, contract, casual and students) of the City of Moncton, including
contractors or consultants hired to deliver services on behalf of the City are expected to:
i.
Respect and adhere to this policy with regard to their duties and responsibilities;
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ii. Help foster understanding and respect of both official language communities, as
well as the notion of bilingualism in the work environment.
6. Administration and Contact
City Hall
655 Main St., Moncton, NB E1C 1E8
Telephone: 506.853.3550
Email: [email protected]
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Appendix 1
Official Languages
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Appendix 2
SCHEDULE A8
MUNICIPALITIES - SERVICES AND COMMUNICATIONS
Column I
Column II
1
Subject to sections 2 to 10,
(a)
public notices of a general nature, including tender notifications,
advertisements, public education material and council agendas
December 31, 2002
(b)
new electronic websites
December 31, 2002
(c)
existing electronic websites
December 31, 2003
(d)
new building and facility signs
December 31, 2002
(e)
existing building and facility signs
December 31, 2003
(f)
new traffic signs
December 31, 2002
(g)
existing traffic signs
December 31, 2005
(h)
responses to public inquiries, whether verbal, written or electronic,
including reception services, complaints and reported incidents
December 31, 2003
(i)
invoices and responses to inquiries related to billing services
December 31, 2003
2
Tickets, warnings and public notices, information and responses to inquiries
related to by-law enforcement services
December 31, 2003
3
Public notices, information and responses to inquiries related to recreational,
leisure and cultural services
December 31, 2003
8 http://laws.gnb.ca/en/showfulldoc/cr/2002-63//20161026
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4
Licences, licence applications and public notices, information and responses to
inquiries related to municipal licensing services
December 31, 2003
5
Public notices, information and responses to inquiries related to public works
and utilities services
December 31, 2003
6
Public notices, information and responses to inquiries related to public transit
services
December 31, 2003
7
Inspection services, permits, permit applications and public notices, information
and responses to inquiries related to building inspection services
December 31, 2003
8
Public notices, information, educational programs and responses to inquiries
related to crime prevention services
December 31, 2005
9
Public notices, information and responses to inquiries related to community
planning and development services and services related to the administration of
the Community Planning Act
December 31, 2005
10
Public notices, information, educational programs and responses to inquiries
related to fire prevention services
Appendix 3
LANGUAGE PROFICIENCY LEVEL - SUMMARY DESCRIPTIONS
ORAL INTERACTION
LEVEL 1 (Basic)
Able to satisfy minimum courtesy requirements and maintain very simple face-to-face conversations on familiar
topics. A native speaker must often use slowed speech, repetition & paraphrase to be understood. The speaker
has a functional, but limited proficiency.
LEVEL 1+ (Basic Plus)
Can initiate and maintain predictable face-to-face conversations and satisfy limited social demands. The speaker
at this level may hesitate and may have to change subjects due to lack of language resources. Speech largely
consists of a series of short, discrete utterances.
LEVEL 2 (Intermediate)
Able to satisfy routine social demands and limited work requirements. Can handle routine work-related interactions
that are limited in scope. The individual can get the gist of most everyday conversations but has some difficulty
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understanding native speakers in situations that require specialized or sophisticated knowledge. Errors are
frequent.
LEVEL 2+ (Intermediate Plus)
Able to satisfy most work requirements with language usage that is often, but not always, acceptable and effective.
The individual shows considerable ability to communicate effectively on topics relating to particular interests.
Comprehension of normal speech is typically nearly complete. Often shows a high degree of ease of speech but
the ability to use the language effectively may deteriorate.
LEVEL 3 (Advanced)
Able to speak the language with sufficient structural accuracy and vocabulary to participate in most formal and
informal conversations on practical, social and professional topics. Nevertheless, the individual's limitations
generally restrict the professional contexts of language use to matters of shared knowledge and or international
convention. The individual speaks readily and fills pauses suitably. Comprehension of standard dialect at normal
rate of speech is quite complete.
LEVEL 3+ (Advanced Plus)
Is often able to use the language to satisfy professional needs in a wide range of sophisticated and demanding tasks.
LEVEL 4 (Superior)
Able to use the language fluently and accurately on all levels normally pertinent to professional needs. Speaks
effortlessly and smoothly and is able to use the language with a high degree of effectiveness, reliability, and
precision for all representational purposes within the range of personal and professional experience. Can serve as
an informal interpreter. Excellent comprehension.
READING
LEVEL 1 (Basic)
Can fully understand simple texts and grasp the main idea of texts about familiar topics. Would not be expected
to read and understand detailed information.
LEVEL 2 (Intermediate)
Can grasp the main idea of most descriptive and factual material on work-related subjects, locate specific details
and distinguish main from subsidiary ideas.
LEVEL 3 (Advanced)
Can understand texts on a wide variety of topics as well as most complex details, inferences and fine points of
meaning . Specialized or less familiar material can also be read with good comprehension.
LEVEL 4 (Superior)
The ability of a person at this level to understand complex texts exceeds that of person at the Advanced Level.
WRITING
LEVEL 1 (Basic)
Can write isolated words, phrases, simple statements or questions on very familiar topics using words of time, place
or person. Errors of grammar, vocabulary and spelling are to be expected and tolerated as long as the message is
understandable.
LEVEL 2 (Intermediate)
Has sufficient mastery of grammar and vocabulary to deal with explicit information on work-related topics. While
the basic information is communicated, the writing will require some correction in grammar and vocabulary as well
as revision for style.
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LEVEL 3 (Advanced)
Can write text in which the ideas are developed and presented in a coherent manner. The style of presentation
and use of vocabulary, grammar and spelling are generally appropriate and require few corrections.
Level 4 (Superior)
The writing skills of a person at this level exceed those of a person at the Advanced Level.
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