A. METHODOLOGY

We interviewed the managers in charge of the occupational health and safety sector at the head office in the National Capital Region.

An on-site audit was conducted in September 2005 at the Royal Canadian Mounted Police Academy (also called Depot Division) in Regina, Saskatchewan. There we met with the staff of the Medical Treatment Centre and 20 Francophone cadets.

We also reviewed the internal policies of the RCMP regarding the application of the Official Languages Act, organizational structure, agreements and other documents provided by the institution.

B. OBSERVATIONS AND RECOMMENDATIONS

Our observations and recommendations are based on the audit criteria listed in Appendix E of this report.

1. Identifying the clientele and measuring significant demand

The RCMP Academy is a national police training centre that provides services to cadets from all across Canada. During their training, cadets are not considered employees and, consequently, are members of the public for application of the Official Languages Act.

The cadets represent a restricted and identifiable clientele as defined in paragraph 6(1)(a) of the Official Languages (Communications with and Services to the Public) Regulations and Treasury Board Directive C concerning the operational definition of the concept of restricted and identifiable clientele. Because the percentage of Francophone cadets measured by the RCMP always exceeds the 5% threshold set by this provision of the Regulations, the delivery of services in both official languages is required.

As a general rule, the Depot Division in Regina trains between 400 and 700 cadets per year. However, the RCMP plans to recruit 1,000 to 1,200 cadets per year over the next few years.

All cadets receive direct health care from the team at the Academy’s Medical Treatment Centre. The main services provided are medical care and minor surgery, nursing care, vaccinations, physiotherapy and psychology. Six beds are available for quarantine cases.

In view of the preceding, we find that the RCMP satisfies the audit criterion in relation to identifying the clientele and measuring demand.

2. Informing managers of their official languages responsibilities

The RCMP has internal procedures for complying with the Official Languages Act, a language of work policy entitled Rights and Obligations and a document on communications with and service to the public that includes a list of bilingual RCMP offices for language of work purposes.

Our interviews in Regina revealed that these documents are not distributed to the manager and staff members at the Medical Treatment Centre.

Therefore, we find that the RCMP does not satisfy this audit criterion.

3. Active offer to health care clientele

We noted that the employees at the Medical Treatment Centre do not make a verbal active offer in both official languages. They greet patients who arrive at the Centre in English only. However, we noticed the presence of signage for active offer in the reception area of the Centre’s clinic.

Based on what we learned during the interviews, the Centre’s employees do not always answer the telephone with a bilingual greeting. Similarly, some voice mail messages are in English only.

In addition, we noted that the preferred language of cadets is not indicated in their medical records. Doing so could improve health care services in the cadets’ preferred official language by actively providing Francophones, who are in the minority, with medical care in French.

In view of the preceding, we find that the RCMP does not satisfy the audit criterion concerning the active offer of service in both official languages.

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