French-language Services Plan for the Nova Scotia Pension Agency for 2009-2010
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Message from the CEO
As the pension & investment service provider of choice for Nova Scotia’s provincial Pension Plans, we continually seek opportunities to enhance the services that we provide to Plan members, retirees, and employers. Our commitment to excellence, in the crafting and delivery of all communications, promotes the inclusion of clients who may prefer to receive communications in their language of choice. This Plan addresses some of the current initiatives being explored.
Responses to verbal and written requests from the public to communicate in French
All written requests in French are responded to in French within 3 business days of receipt of the request.
Verbal requests are responded to in French whenever possible, depending on availability of French-speaking resources onsite when the request is made. If these resources are not available, the Office of Acadian Affairs is contacted to make appropriate arrangements.
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Contributing to the preservation or growth of the Acadian and francophone community
The ability to receive service in French contributes to the francophone identity of Acadians and other francophones in Nova Scotia, which is integral to the preservation of this community. By providing service in French to members of this community, members of the pension plans in our care, the Agency helps support this identity.
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Goals, Objectives and Measures for 2009-2010
Corporate Objective 1. Strengthen the policy, regulatory, and administrative framework in support of the French-language Services Act.
Progress in reaching specific goals and objectives set for 2007-2009
- Developed and implemented an internal policy relating to responses to inquiries in French.
- Incorporated French Language Services Business Plan within Operational Business Plan.
- The Dept. of Finance’s Representative continues to represent the N. S. Pension Agency, on the French-language Services Coordinating Committee.
Specific goals and objectives for 2009-2010.
- Continue to revise internal policies with regard to providing services in French and enhance services, themselves, to improve our focus on French Language clients.
Specific measures which will be taken to achieve these goals and objectives in 2009-2010
- Identify policies where changes are required in order to expand French Language capabilities.
- As part of any process review or service enhancements, identify client-facing services and communications that would benefit from French Language improvements.
- Continue to support the work of the Office of Acadian Affairs and the implementation of the French-language Services Act, through our Dept. of Finance Representative on the French-language Services Coordinating Committee.
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Corporate Objective 2. Consult with the Acadian and francophone community.
Progress in reaching specific goals and objectives for 2007-2009
- Some areas for improvement had been identified; however, consultation has not yet occurred.
Specific goals and objectives for 2009-2010
- As part of our Employer Services suite of programs, solicit feedback specifically from Employers re: their needs and their employees’ need for French-language services.
Specific measures which will be taken to achieve these goals and objectives in 2009-2010
- Consult with officials from the francophone school board, le Conseil Scolaire Acadien provincial, regarding their needs and the broader French community’s needs with respect to the pension and investment services offered by the NSPA.
- Consult with all employers regarding employees who would prefer to receive their services and communications in the French language.
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Corporate Objective 3. Communicating, sharing information, and promoting services available in French.
Progress in reaching specific goals and objectives for 2007-2009
- Policies for communicating with our clients in French were developed and implemented.
- Developed a front-line service ‘triage’, in 2008-09, that assists to expand the Agency’s ability to provide information in French. Members are more aware that the Agency will provide service to them in French upon request.
Specific goals and objectives for 2009-2010
- Enhance the NSPA web site to provide an area for quick access to our French Language Services Plan and also provide the Plan in French.
- Enhance frequently-used, client-facing communications.
- Educate members as to available French language service capabilities.
Specific measures which will be taken to achieve these goals and objectives in 2009-2010
- Update the NSPA Web; adding visible, quick links to our French Language Services Plan.
- Translate frequently-used, client-facing communications and provide them online, as PDFs available for downloading.
- Publicize French Language capabilities in 2009-2010 active member, retiree, and employer Newsletters.
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Corporate Objective 4. Support French-language services development, planning and delivery in priority areas.
Progress in reaching specific goals and objectives for 2007-2009
- A survey to identify French-language capacity of staff was undertaken.
- Several staff members further developed their French-language skills by taking courses offered through Université Sainte-Anne and sponsored by the Office of Acadian Affairs.
- Some areas for improvement had been initially identified.
Specific goals and objectives for 2009-2010
- Continue to develop French-language services in priority areas, including in strategic planning and operational planning activities.
Specific measures which will be taken to achieve these goals and objectives in 2009-2010
- Continue to provide staff with opportunities, learning tools and financial support to develop French-language skills and to enhance them over time.
- Hire a bilingual client service associate.
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Table 1 – Goals, Objectives, and Measures for 2009-2010
Objectives, Goals and Measures for 2009-2010:
(Nova Scotia Pension Agency)
| Corporate Objectives |
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Agency Goals and Objectives
2009-2010 |
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Planned Measures –
2009-2010 |
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Results |
Objective 1 – Framework and Policy Strengthen the policy, regulatory, and administrative framework in support of the French-language Services Act |
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1.1. Continue to revise internal policies with regard to providing services in French and enhance services, themselves, to improve our focus on French Language clients. |
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- Identify policies where changes are required in order to expand French Language capabilities -As part of any process review or service enhancements, identify client-facing services and communications that would benefit from French Language improvements. - Continue to support the work of the Office of Acadian Affairs and the implementation of the French-language Services Act, through our Dept. of Finance Representative on the French-language Services Coordinating Committee |
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Objective 2 – Enabling French-language Services Consult, plan, develop, and deliver French-language services in priority areas |
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2.1 As part of our Employer Services suite of programs, solicit feedback specifically from Employers re: their needs and their employees’ need for French-language services |
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- Consult with officials from the francophone school board, le Conseil Scolaire Acadien provincial, regarding their needs and the broader French community’s needs with respect to the pension and investment services offered by the NSPA - Consult with all employers regarding employees who would prefer to receive their services and communications in the French language |
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Objective 3 – Community Development and Capacity-Building Ensure that the Acadian and Francophone community has resources available for its long-term development and sustainability |
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3.1 Enhance the NSPA web site to provide an area for quick access to our French Language Services Plan and also provide the Plan in French. 3.2 Enhance frequently-used, client-facing communications 3.3 Educate members as to available French language service capabilities 3.4 Continue to develop French-language services in priority areas, including in strategic planning and operational planning activities. |
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- Update the NSPA Web; adding visible, quick links to our French Language Services Plan - Translate frequently-used, client-facing communications and provide them online, as PDFs available for downloading. - Publicize French Language capabilities in 2009-2010 active member, retiree, and employer Newsletters. - Continue to provide staff with opportunities, learning tools and financial support to develop French-language skills and to enhance them over time. - Hire a bilingual client service associate |
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