What is Active Offer?
An active offer of service is an open invitation to the public to use one of our two official languages—English or French—when communicating with or receiving a service. Active offer includes a bilingual greeting, such as “Hello! Bonjour!”, and visual cues, such as signs, that support this invitation.
Émile, a young boy, and his mother Nathalie
Nathalie and Émile know about French Language Services. Do you?
What are the 4 components of Active Offer training?
- The first module introduces the French-speaking world as it applies to minorities and describes what’s involved in this active offer.
- The second module provides health and service providers and other organizations with tools to evaluate their readiness regarding active offer.
- The third module focuses on cultural and language skills, namely communications and community engagement, necessary for the implementation of active offer.
- The last module is a roadmap for the actual implementation of active offer within the organizations’ services.
Why is Active Offer important?
Section 28 of the Official Languages Act and the 2006 French Language Services Act require offices that have been designated as bilingual to clearly indicate that services are offered in both official languages.
A bilingual greeting is a clear way to inform the public that service is available in both official languages. It lets clients know on first contact that they have the right, without exception, to use either official language.
I provide an active offer because :
- I respect the language rights of the public. Clients or patients have the right to be served in the official language of their choice in designated bilingual offices.
- I cannot assume that I know the client’s official language preference. Unless I make an active offer, I have no way of knowing which language the client will choose.
- I maintain a standard of service excellence. By providing a bilingual greeting, I can better meet the public’s needs.
- In the field of health, offering culturally and linguistically appropriate services reduces risks, improves patient experience and ensures better health outcomes.
Free Online Course
Developed by the Réseau du mieux-être du Nord de l’Ontario (in partnership with Reflet Salvéo and Centres d’Accueil Héritage (CAH), as well as all of Ontario’s French-language health planning entities), the learning modules of ActiveOfferTraining.ca allow you to follow a training at your own pace and obtain a certificate of completion.
The training is completely free of charge and open to all staff. This training initiative received financial support from the Toronto Central LHIN, among others.
Reflet Salvéo offers classroom training. If interested, please contact us.
(At this time, due to high demand, we are responding to requests on a case per case basis. Training availability might not be available for a few months. You can inquire about classroom training.)
Local Integration Health Networks
For more info about the 3 LHINs we work with:
Toronto Central LHIN
Central West LHIN
Mississauga Halton LHIN
Past training offered by Reflet Salvéo
24 English-speaking service provider representatives were trained on active offer
Our training was quite innovative when initially launched. To allow decision makers of non-Francophone service providers to better serve their Francophone customers, training was provided in English, and to improve the experience, it was offered in a classroom setting during 3 full days.
Among the participants were executives and decision makers who have the ability to profoundly influence the practices of many Healthcare providers, in particular through the hiring of Francophone and bilingual staff, and the implementation of innovative strategies and policies.
The fact that Francophones (and everyone else!) are generally in better health when they are cared for in their native tongue has been widely demonstrated.
Through this training, Reflet Salvéo sought to inform, build awareness, equip and support service suppliers so that the active offer of healthcare services in French may be implemented, leading to the improved the health of Francophones in the Greater Toronto Area.
The second year’s English-language training on active offer of FLS attracted 15 staff from various Health Service Providers