Develop or facilitate development of a Framework Agreement for translation. Welsh Language Officer August 2012 December 2013 Framework Agreement is implemented and utilised. Publicise the new Welsh Language Scheme to staff and produce a quick reference guide. Language Officer September 2012 January 2013 Append Reference Guide to Annual Monitoring Report. Agree and publicise internally the Welsh language training available to staff. HR Manager September 2012 September 2015 See WLI4 above. Identify and incorporate into key documents the central principle of quality and equality in our Welsh and English language services. HR Manager and Chief Executive September 2012 September 2015 (i) Reporting annually on spot checks of Equality Impact Assessments. (ii) Number of complaints received (see WLI6 above). Develop a central database for those wishing to receive correspondence in Welsh. IT Manager September 2012 September 2013 Database is implemented and utilised. Ensure that all members of are aware of and are implementing the correct procedures in relation to the use of Welsh and English at public meetings. Democratic Services Manager and Directors September 2012 September 2015 (i) Number of % Request to Speak (Welsh or English) received by members of public. (ii) Number of requests by Officers and Members to speak in Welsh at the Authority’s public meetings, and number of occasions where simultaneous translation facilities were provided. Work towards improving the bilingual service we can offer through staffing arrangements, training and recruitment. Directors, HR Manager September 2012 September 2015 See WLI5 Look to adopt guidance in relation to Information Technology standards within our IT strategy. IT Manager January 2013 December 2013 Updated guidance is produced and implemented. Review our standard e-mail signature statements with the view to incorporate a message in relation to our policy of welcoming correspondence in Welsh and English. IT Manager September 2012 March 2013 Standard statements on e-mail signatures are amended.
Appendix 3: Reception Guidance on Answering Telephone Calls Non Welsh Speaker Learner Fluent/Intermediate Speaker Greeting - Bore/Prynhawn da Brecon Beacons National Park. If spoken to in Welsh and member of staff cannot respond please say: “I’m sorry I am not a Welsh Speaker. Can I transfer you to someone who is?” If the answer is yes: Then ask for a brief summary of the call before using the “list of Welsh speakers” to transfer to the appropriate Officer. If not: And the caller is happy to proceed with the conversation in English please continue to deal with the call as normal. To end the call: Please use “Diolch” or “Diolch yn fawr” (Thank you). Greeting – Bore/Prynhawn da Brecon Beacons National Park. If spoken to in Welsh and you cannot fully respond please say: “Mae’n ddrwg gen i dw i’n dysgu Cymraeg” – Sorry I’m learning Welsh then Can I transfer you to a fluent Welsh Speaker? Most Welsh speaking callers will normally revert to English but if they’d prefer to speak to a fluent Welsh speaker ask for a brief summary of the call before using the “list of Welsh speakers” to transfer to the appropriate Officer. If the caller is happy to proceed with the conversation in English please continue to deal with the call as normal. To end the call: Please use “Diolch” or “Diolch yn fawr” (Thank you). Greeting – Bore/Prynhawn da Brecon Beacons National Park. If the caller is a Welsh Speaker: Continue the call in Welsh asking “Sut allai i helpu chi?” - How can I help you. If the caller needs to speak to an Officer who doesn’t speak Welsh, please let them know this by saying: “Yn anffodus mae ...... dim yn siarad Cymraeg” Unfortunately .... doesn’t speak Welsh This is just a courteous gesture and most callers are happy with this. To end the call: Please use “Diolch” or “Diolch yn fawr” (Thank you). Useful Phrases