;Resize=620 "This man tried to access a French-language service in P.E.I., but was told no one was available | CBC News")
This man tried to access a French-language service in P.E.I., but was told no one was available | CBC News
A member of Prince Edward Island’s francophone community is calling for better bilingual services after a call to the province’s 811 phone line left him unable to communicate in his first language.
Robert Bullen was outside recently when he was stung by a bee. Feeling the hospital was not necessary but concerned about a possible infection, he called P.E.I.’s non-emergency 811 line for information.
Bullen requested service in French, but was told he would have to wait until someone could get back to him. He received a call back more than two hours later, and was informed that service in French wasn’t available that day, and was asked if he would be able to speak in English.
“It bothers me a little, but if it’s the only way that I’m going to get a service, I’ll take it,” he said. “She gave me the information and we hung up and then that was it.”
The French advocacy group SAF’Ile, says francophones in P.E.I. should have better access to services in their own language — especially since legislation exists to ensure supports like 811 and 211 have bilingual options. CBC’s Laura Meader has more.
P.E.I.’s French Language Services Act, which has been in effect since 2013, requires government services to accommodate the province’s francophone and Acadian communities. That includes written correspondence, public consultations, education and health, among other services.
“Health care is one of the main areas where they said that they would give us a service,” Bullen said. “Obviously in this case … not only did I have to wait for it, but it never came.”
‘There’s always room for improvement’
Gilles Arsenault, the province’s minister responsible for Acadian and francophone affairs, said there have been “huge improvements” to services since the implementation of the act. Since it was introduced 13 years ago, he said, there have been 17 complaints under the act, nine of which were dismissed.
“There’s always room for improvement. And we want to continue to work with the French community to make sure that they feel that they’re well represented and the services are available in French,” Arsenault said.
“I do encourage Islanders, if there are any areas of concerns, that they do reach out to us and to make sure we can address them.”
Arsenault said conversations took place about Bullen’s complaint, and three bilingual nurses have been hired since then.
“We did major improvements in the 811, and we will continue to listen to Islanders that have complaints on that service and to make sure that their needs are addressed,” he said.
“We really feel that we’ve made huge progress in that sector and very proud of the work that we were able to accomplish.”
Isabelle Dasylva-Gill, executive director of the Société acadienne et francophone de l’Île-du-Prince-Édouard, or SAF’Ile, said the current French Language Services Act doesn’t match the needs of the community.
“What comes up consistently for people is they have to still ask, explain, insist,” she said.
“Sometimes they’re going to have to … give up about accessing the services because it’s not available.”
Dasylva-Gill said callers seeking services in French can often find themselves waiting longer or waiting for a call back, which could negatively affect their health.
“It can be dangerous in some situations,” she said. “It’s important to have a real access … in the language of their choice since it was guaranteed or offered by the government.”
Andrea MacDonald with the United Way in the Maritimes said the organization tries to offer its services in French as often as possible through its 211 phone line — a navigation service that links people with community resources, government support and non-profit programs.
But service in French is not always guaranteed, she said. Retaining and recruiting French-speaking call takers can be difficult, and it’s an area where she would like to see improvement.
“We want the services in French, too. So we’re working really hard,” MacDonald said, adding the group is launching a new website in the coming months that will include pages and records in both of Canada’s official languages.
“We always hope that we can have somebody there to answer the calls in French.”
The 211 service’s contact centre is based in Nova Scotia, said MacDonald, and there is a high demand for French speakers to work there.
“We are doing everything we can to have solutions,” she said. “I still encourage people to call 211 all the time. We will make sure there is a way to meet their needs.”
Arsenault said there have been difficulties in finding French-speaking civil servants, but said training is available and the workforce is showing an interest in learning the language.
“We’ve seen huge progress since the last 13 years,” he said. “We will continue to make progress to represent that service.”
Almost a third of the calls 211 P.E.I. received last year were from people struggling to cope with the rising cost of living. CBC’s Taylor O’Brien spoke with workers from the organization to learn more about how it helps Islanders get the support they need.
Bullen said the province makes “a genuine effort” to accommodate French speakers, but when the service isn’t available “you don’t get the result that you should have.”
Fully bilingual, Bullen works with College de l’lle. He said he sees students who speak no English, and he’s concerned for them.
“If we can’t accommodate our other official language, which is French in Canada, what are we offering to other newcomers that we’re accepting?” he said.
“We should be trying to diminish those types of barriers.”