Learning Center
Plans & pricing Sign in
Sign Out



Part 1

16 October 2008

Item No      8

Subject      Welsh Language Scheme 2008-2011

Purpose      To approve a revised Welsh Language Scheme for Newport City Council

Author       Corporate Policy and Performance Manager

Ward         General

Summary The Welsh Language Act requires the council as a public body to have a Welsh
             Language Scheme. The current Scheme is at the end of it’s term and omits references
             to many modern ways of working. The proposed Scheme offers an incremental
             approach to change, acknowledging Newport’s current position and working towards
             equality for citizens between the English and Welsh languages.

Proposal     To recommend the Scheme to the Council.

Contact   Sarah Hopkins 01633 233453
Action by Corporate Policy and Performance Manager
Timetable Immediate and then according to Scheme timetable
The Welsh Language Act 1993 requires the council to have a Welsh Language Scheme that sets out how it
will treat the English and Welsh languages on a basis of equality. Newport City Council made substantial
progress in promoting a bilingual corporate face during the course of the present Welsh Language Scheme.
However, we are now in a position to progress on delivering better bilingual, citizen focused services and
promote a bilingual culture.

The Scheme also addresses the Welsh Assembly Government’s aims in ‘Iaith Pawb’ (Everyone’s Language)
to revitalise the Welsh language and create a bilingual Wales. With the Assembly’s ‘Making the Connections’
agenda gathering momentum, it is imperative that Newport is seen as a modern Welsh city with high quality
public services. The only way to ensure this is by having consistent customer service standards across the
authority, which this Scheme supports.

The Welsh Language Scheme will deliver Newport’s Corporate Objectives: improving services and improving
access to services. It will help managers and employees develop their services in line with the authority’s
objectives by giving a framework for improvement. As the Scheme requires incremental change it is within
every service area’s reach to improve services over three years.

The Welsh Language Act requires the Welsh Language Board to approve every Welsh Language Scheme.
The council negotiated the draft Scheme over a number of years and the Board have now expressed that they
are willing to approve it, subject to Council approval. It is unlikely that the Board would accept a Scheme that
was in any way revised. The draft Scheme has been drafted to be proportional to the level of demand in
Newport and to accommodate some areas of higher demand e.g. young people. The Scheme also includes
requirement for consultation in order to prioritise service development.

OSF Resources will be invited to monitor and scrutinise the implementation of the Scheme by means of an
Annual Report which will, on approval, be sent to the Welsh Language Board. It will also be important that we
adhere to the spirit of the Scheme, promoting the use of Welsh in the council and in the community.

Below is a summary of some of the requirements of the draft Scheme. Reading the action plan and annexes
on bilingual meetings and translations will give a comprehensive account. The translation policy (Annex 1) in
particular will shed light on the incremental approach taken in order to achieve progress. Guidance for
employees will be provided by Corporate Policy and Performance.

Highlights from the Scheme and Timetable
   • Equality Impact Assessments on existing and new functions include Welsh
   • Service Plans specify actions to promote and facilitate use of Welsh
   • Third party contracts include specific Welsh service delivery requirements
   • Grants and funding require Welsh service delivery commitments
   • Employee contact details in e-mail bilingual
   • Corporate bilingual telephone greeting e.g. Bore da, good morning….
   • Language preference recorded on council databases where possible
   • Linguistic Skills Strategy developed to include recruitment and employee training
   • Language skills denoted for each post as post becomes vacant
   • Council adheres to Welsh Language Scheme when working in partnership and facilitates partners to
       work bilingually

       Options Considered/Available
       To approve the Welsh Language Scheme with any recommendations for its implementation
       To recommend substantial changes to the draft Scheme

       Preferred choice and reasons
       To approve the Scheme and timetable for improvement
Sustainability and Environmental Issues
The Scheme will result in further use of the Welsh language in and around Newport improving the
quality and consistency of the physical environment.

Equalities Impact
The Scheme is an important part of the wider equalities policy agenda which informs and supports the
planning and development of citizen focused services.

Crime Prevention Impact
The Welsh Language Scheme contributes to the inclusion agenda, recognising and working to deliver
services suitable for people of diverse needs and cultural identity.

Comments of Monitoring Officer
The Council has a statutory duty under the Welsh Language Act 1993 to adopt and implement a Welsh
Language Scheme which complies with the requirements of the legislation and the Welsh Language
Board. The Welsh Language Scheme is a statutory plan which forms part of the Council's Policy
Framework and, as such, it will need to be formally approved and adopted by the Cabinet and full
Council in due course. Given that the draft Scheme has been provisionally agreed with the Welsh
Language Board, then substantive changes should be avoided at this stage unless there are any
significant concerns. However OSF will have a major role to play in monitoring compliance with the
Scheme and the implementation plan.

Comments of Chief Financial Officer
I have been assured that the revised Scheme does not have any substantial financial implications as in
essence it's a development of what went before - namely that services will be expected to demonstrate
that they have taken due account of Welsh language considerations in the delivery of services (legal
requirement) and that linguistic choice is developed during the course of Human
Resources/Organisational Development strategy. Any significant cost implication will need to be
subject to a separate report in the event of it arising.

Comments of Head of Human Resources and Policy
The Welsh Language Scheme is a key plan that sits alongside a suite of other strategies intended to
support and promote a range of organisational priorities such as ensuring we have a modern
workplace with appropriately skilled employees. The implementation of this scheme will be via normal
service planning / performance route.

Other Relevant Consultation
The Welsh Language Board have stated that the Scheme would be acceptable for them to approve
following Council approval.
Welsh Language Board logo

Welsh Language Scheme 2008-2011
Prepared Under the Welsh Language Act 1993
Inside cover paragraph
Newport City Council has adopted the principle that in the conduct of public business in Wales, it will treat
the English and Welsh languages on a basis of equality. The Scheme sets out how Newport City Council
will give effect to that principle when providing services to the public in Wales.
Welsh Language Scheme 2008-2011

1.1 The Welsh language in Newport
1.2 Commitment to Equality
1.3 Newport City Council’s Actions to Support the Welsh Language
1.4 Notable Welsh language developments during the course of the previous Welsh Language


2.1 New Policies and Initiatives
2.2 Delivery of Services
2.3 Standard of Service in Welsh


3.1   Correspondence
3.2   Telephone Communications
3.3   Public Meetings
3.4   Other Meetings
3.5   Other Dealings with the Public


4.1 Corporate Identity
4.2 Signs
4.3 Published and Printed Material Directed at the Public in Wales
4.4 Forms and Associated Explanatory Material
4.5 Library and Book Stock
4.6 Welsh Language Development Officer
4.7 Press and Media
4.8 Advertising and Publicity
4.9 Official and Public Notices (including Recruitment Advertising)
4.10The Council’s Internet Site

5.1 Staffing
5.2 Employee Welsh Language Skills
5.3 Recruitment
5.4 Administrative Arrangements
5.5 Services Delivered on Behalf of the Council by Other Organisations
5.6 Exercising Statutory Functions
5.7 Monitoring, Reporting and Inspections
5.8 Publishing Performance Information
5.9 Welsh Language Indicators



Newport City Council’s Welsh Language Scheme 2008-2011

This is the Welsh Language Scheme for Newport City Council, which has been revised in
accordance with section 16 of the Welsh Language Act 2003.
The Scheme received approval from the Welsh Language Board on X XXXXXX 2008

Leader’s Introduction

Newport City Council is committed to promoting the use of Welsh in the delivery of services and in
its role as an employer and community leader in the city.

The Scheme sets out what services are available in Welsh and how we will guarantee the quality of
those services. In Part 7 of the Scheme there is a timetable which sets out clearly what we will
deliver, how it will be delivered, who is responsible and how we’ll measure our performance.

Newport City Council is fully committed to making a significant difference in the use of Welsh in the
day-to-day activities of the Council and in its services to Newport’s communities.

Councillor Matthew Evans
Leader of the Council

Contact Officer
For further information on any aspect of the Scheme or how we implement it, please contact:
Corporate Policy and Performance Manager
Human Resources and Policy
Civic Centre, Newport,
South Wales, NP20 4UR

Telephone: 01633 656656
Textphone: 01633 656657

1.1         The Welsh Language in Newport
1.1.1Newport City Council serves a diverse community of many languages and cultures. Our
commitment to use of the Welsh language is integral to promoting equality of opportunity and
reflecting the bilingual identity of Wales’ youngest city. We’ll provide Welsh language services as
prioritised by the people of Newport. We also provide services in community languages on the basis
of need.
1.1.2The percentage of people able to speak Welsh in Newport has risen to 10% according to
the 2001 census. 13.4% of Newport’s population have some knowledge of Welsh.
1.1.3Following public consultation to assess the demand for Welsh medium education in Newport a
seeding class for a second Welsh medium primary school for Newport will be established by
September 2008.

1.1.4Children and young people speak and study Welsh in school. We want to support both
them and adult Welsh speakers in Newport by making wide use of the language. We will engage
the workforce in acquiring Welsh language skills and develop Welsh language services as
prioritised by Welsh speakers.

1.1.5The Council’s first Welsh Language Scheme was published in 1999. Since then a number
of changes have taken place which means that it is timely to revise the original Scheme.

1.1.6Newport was recognised as a city in 2002 during the Queen's Golden Jubilee year. City
status brings with it a responsibility for Newport to act as the ‘gateway city’ of Wales and as the
centre of Welsh culture and history nearest the border with England.

1.1.7As one of the three major cities of Wales, Welsh culture and heritage is important to
Newport. We were proud and delighted that once again Newport hosted and substantially funded a
successful National Eisteddfod in 2004, the biggest and most important cultural festival in the
country. This enthused people for both the Welsh language and culture and made the Welsh
language feel relevant to all of Newport’s population.

1.1.8The Local government election, held in 2008, resulted in changes in the political
administration and wider make-up of the Council.

1.1.9Several key council strategies have been revised and re-launched including the
Community Strategy and the Council’s Corporate Plan both of which have equalities and inclusion
as core values.

1.1.10     The National Assembly produced Iaith Pawb, a National Action Plan for a Bilingual
Wales. The council has a role in helping to achieve the Assembly’s key targets by increasing the
percentage of people speaking Welsh in Wales and the increasing the services offered to Welsh
speakers through the medium of Welsh.
1.1.11        Newport City Council launched the City Contact Centre in 2002 and it is now the
first point of telephone access to customers and is receiving as many as 10,000 calls a week. One
of the prime drivers of Newport’s commitment to ensuring the provision of access to welsh
language services is to ensure that this main point of contact within the authority has the facility for
dealing with citizens through the medium of Welsh.

1.1.12       The Council recognises that there remain significant challenges in providing full
equality in the delivery of local government services because of the comparatively low number of
adult Welsh speakers in our workforce and the community. Indeed, English is and will continue to
be the principal business language of the city council for the foreseeable future.

1.1.13      Legislative and strategic developments
We are committed to support the commitments and targets included within Iaith Pawb – The Welsh
Assembly Government’s National Action Plan for a Bilingual Wales.
The Wales Programme for Improvement, the Welsh Assembly Government’s modernisation
agenda, and the national strategic plan ‘Wales a Better Country’ have equality and the Welsh
language as important drivers. Newport City Council will ensure that the implementation of the
Welsh Language Scheme links with other national and European legislation, regulations and
guidelines, including :-
•     The European Charter for Regional and Minority Languages
•     Clause 32 of the Local Government Act
•     The Assembly’s Welsh Language Scheme
•     The Local Government’s Equality Standards

1.2.1Commitment to promoting and facilitating use of the Welsh language
The Council aims to promote the Welsh language and culture as an asset to Newport and language
choice as a right to be supported and encouraged. The city of Newport and the Council have
undergone many changes during the last few years and substantial progress has been made within
the Language Scheme. We believe that further progress would be facilitated by the development of
a new Welsh Language Scheme, and the monitoring and review process that underpins the
Corporate Plan and the Community Strategy.

1.2.2The aims of the Welsh Language Scheme are as follows:
•     To offer the members of the public appropriate language choice in their dealings with the
•       To enable each service area to provide appropriate services for Welsh speakers
•       To ensure that people who choose to communicate in Welsh do not receive less favourable
treatment than those using English
•       To ensure that staff with the appropriate Welsh language skills are in post that require the
skill and promote the learning and use of Welsh with both employees and the local population

1.3         Newport City Council’s Actions to Support the Welsh Language
1.3.1The Scheme is therefore focused on supporting a real and sustained increase in the use of
Welsh in Newport and by the City Council through the development of bi-lingual services. Its
emphasis is on identifying those aspects which will make a practical impact, and to commit the
Council’s resources to where they will have the greatest effect. This will be achieved by:
•     Creating a bi-lingual, Welsh environment within the city centre and public buildings
•     Encouraging the use of Welsh in day-to-day communications via the City Contact Centre
•   Developing the use of Welsh within the community using a variety of means, including the
appointment of a Welsh Language Development Officer and the maintenance of a generous stock
of Welsh Language books and other materials for loan and reference through the Libraries
•    Continuing to invest in the learning of Welsh, both through its schools and adult education
•   Supporting Welsh medium education through providing meaningful interaction through the
medium of Welsh outside the school environment
•   Publishing material either bilingually or in a Welsh version, prioritised on the basis of the
Translation Categorisation(Appendix 1)
•     Assessing present and future demand for services and planning service development upon it
•  Ensuring a Welsh dimension in the content of both the Council’s main vehicles of mass
communication/publicity, the website and its newspaper, “Newport Matters”
1.3.2We will not translate all written documentation to Welsh but instead follow the Translation
Categorisation (Appendix 1) on what to prioritise and how to encourage the take-up of those
materials. Statutory requirements and the market infiltration of the documentation will effect what
languages we use.

1.4         Notable Welsh language developments since the last scheme
1.4.1There has been a significant increase in the quality and quantity of documents and publicity
materials that are now published by the City Council either bilingually or in Welsh language
1.4.2Newport City Council has had a sustained drive to improve corporate governance and service
delivery as a response to the Wales Programme for Improvement. This has resulted in major
developments in service planning, equalities and communications strategy, performance
measurement and complaints monitoring – all of which have a bearing on increasing Welsh
language provision.
1.4.3This has been a programme of ensuring that the signage is bilingual on main road access
points, in the City Centre, at the Civic Centre and in other major public buildings.
1.4.4Newport City Council launched the City Contact Centre, which acts as a first point of telephone
contact for all of the council’s frontline services. Through a single number Welsh speaking
customers can talk to a fully trained representative of the Council who is likely to be able to deal
with over 80% enquiries then and there. A specific recruitment programme targeting Welsh
speakers was undertaken in order to meet the objective of Welsh language service provision in the
City Contact Centre. At present we have two Welsh speaking operatives at the City Contact Centre.
1.4.5Employees and councillors have been encouraged to learn Welsh and the Council has
promoted a programme of Welsh language training including Welsh improvement skills, evening
classes for learners, and basic ‘taster’ courses for beginners.
1.4.6During the course of the previous Scheme a number of high profile officers have developed
excellent Welsh language skills and have had the confidence to use their Welsh in public. Around
25% of the current Council’s senior management team of Chief Officers (and one third of its
Directorate) are Welsh speaking.
1.4.7 A language audit was completed in 2006 in order to ascertain the level and distribution of
skills within the Council’s workforce. The results show that 9.11% of Council employees have some
spoken Welsh skills, 7.26% defining themselves as beginners, 0.9% as at intermediate level and
0.95% as advanced.

1.4.8The Council has recently purchased a new HR and Payroll system and a computerised
Performance Management system to enable more robust and timely information to be obtained and
used to inform policy. The HR and Payroll system records Welsh language skills and levels and is
enabling a more sophisticated analysis of workforce patterns and profiles. .

1.4.9The Council’s major services which deal directly with the public now include the ability to speak
Welsh as a ‘desirable’ requirement in new job requirement forms and some skills will also be
deemed essential for some posts.

1.4.10      Establishment of an employee liaison group for Welsh speakers and learners to provide
an internal monitoring group and a platform for Welsh speaking employees.

1.4.11      Joint funding with the Welsh Language Board of a Welsh Language Community Officer
based in Continuing Learning and Leisure to support Cymraeg Casnewydd, a public facing
organisation to promote and support Welsh language activities in the area
2.1 New Policies and Initiatives– their Impact on the Welsh Language
2.1.1Newport City Council eventually aims to provide full bilingual services. For the term of this
Scheme we are taking a targeted and risk assessed approach which is needed for achievable
improvement over time. The Welsh Language Scheme aims to mainstream bilingualism in the work
of Newport City Council. There are two stages to this work: planning and reviewing services and
service delivery.

2.1.2The language implications of new policies and initiatives will be assessed as part of the
Council's corporate planning process to ensure that:
•    Based on the outcomes of Equality Impact Assessments council policies and initiatives will
promote and support the use of Welsh and assist the organisation with the implementation of the
principle of equality
•     Policies and initiatives will contribute increasingly to the Welsh Assembly Government’s vision
of a truly bilingual Wales
•    New policies and initiatives are consistent with the Scheme and do not undermine it
•     Each report to Cabinet or Overview and Scrutiny has equalities comments, including Welsh
language, enclosed by either the Corporate Diversity and Policy Officer or a relevant service area
•   Employees involved in formulating and implementing new policies and initiatives are made
aware of the requirements of the Scheme and the Council's responsibilities under it

2.1.3If any new policies or initiatives are proposed which might have a significant impact on the
Council's Welsh Language Scheme or will affect the Schemes of other organisations the Welsh
Language Board will be consulted. The Scheme will not be altered without the Board's agreement.

2.1.4Corporately and via Service Area Plans, we will undertake Equality Impact Assessments
(EIAs) of policies, practices and procedures as outlined in our Corporate Diversity Policy. Guidance
will be available to employees on how to carry out assessments that take account of linguistic
diversity and apply the principle of equality in practice.

2.1.5Outcomes of the EIA will feed into Service Area Plans and the Corporate Equality Action Plan
which are in turn, subject to the Overview and Scrutiny system.

2.2 Delivery of Services
Services Provided Directly by the Council
2.2.1Newport City Council is a unitary authority formed in 1993 and is the 8th largest in Wales,
providing all major services such as education, leisure, housing, social services, planning and

2.2.2At the last census in 2001 there were 137,011 people living in Newport. The council employs
approximately 7,500 people and has an annual revenue budget of around £300 million.
2.2.3The senior management structure consists of the Managing Director, the Corporate Directors
and 15 Heads of Service. The Authority is comprised of four Service Groups:
• Corporate Services
• Social Wellbeing and Housing
• Lifelong Learning and Leisure
• Environment and the Economy

2.2.4Newport City Councils was one of the first councils in Wales to adopt a Cabinet system to
improve accountability and decision making across a complex mix of services and cross-sector
collaborations. There are 10 Cabinet members (including the Leader and Business Manager) and a
total of 50 councillors.

2.2.5Each Cabinet Member has a Portfolio designed to reflect clearly defined service areas and is
lawfully empowered by the Council to make executive decisions. The Portfolios are:
• Adult and housing services
• Community safety and sustainability
• Culture and recreation
• Development and employment
• Public affairs
• Resources
• Engineering and construction
• Young people’s services
2.2.6Aligned to each Cabinet Portfolio there is an Overview and Scrutiny Forum. These monitor
policy development and traditional scrutiny and audit roles.

2.2.7The Cabinet Member for public affairs has direct responsibility for the Welsh Language and
equality matters as does the corresponding scrutiny committee. All Members and Scrutiny and
Overview Forums have a responsibility for mainstreaming diversity through their work.

2.2.8The main point of contact for residents with the City Council is the Contact Centre and we aim
for 80% of calls to be satisfied at the first point of contact. The Contact Centre welcomes calls in
both English and Welsh, by telephone and textphone. If a member of the public is transferred to
speak with a council officer the language depends on that officer’s language skills .The council is
also looking to expand the amount of services delivered on-line.

2.2.9We will prioritise providing Welsh language face to face services following consultation with
Welsh speakers in Newport. Welsh speakers on the Citizen’s Panel and on Cymraeg Casnewydd’s
database will be involved. The initial consultation will take place by April 2009. The Policy and
Performance Manager will be responsible for overseeing the consultation and the results of which
will be distributed to Heads of Service in order to inform the 2009-2010 service planning cycle.
2.2.10        A Welsh language service will be available at the City Contact Centre and the Face to
Face Centre when it is developed. Reception staff will undergo a rolling programme to develop
‘meet and greet’ Welsh language skills.

2.2.11       In accordance with the Council’s Corporate Diversity Policy, actions will be identified by
Service Areas in annual service area plans that outline the service area’s priorities for improvement
with relation to delivering Welsh language services during the coming year. These will be informed
by public consultation. Heads of Service are responsible for compiling and reviewing service area
plans. Corporate Directors issue service area plan guidance as a matter of course that refers to
diversity policies and the Welsh Language Scheme, identifying corporate priorities. In line with
agreed performance management and service area planning arrangements, Corporate Directors will
be responsible for the monitoring of the programme in accordance with the Scheme within their
areas of responsibility.

2.2.12      The City Council recognises that as demand for services in Welsh changes it will be
necessary to match this with Welsh language capacity. The change in demand and any requirement
to increase capacity to deliver services in Welsh will be addressed throughout preparation and
implementation of the Linguistic Skills Strategy

2.2.13      As a Local Education Authority, the Council has responsibility for providing schools,
ensuring sufficient school places and through regulation of the curriculum and the character of
schools, for the strategic direction of Welsh language and Welsh language medium education.
Newport’s 2nd Welsh Education Scheme 2007-2011 was approved by Newport City Council and the
Welsh Language Board in 2007. A copy of the Welsh Education Scheme is available from :-
 Head of Education Services, Civic Centre, Newport . NP20 4UR.

2.2.14     A Newport City Council survey of parents of children between one and two years old
informed us that there is a large demand among parents for Welsh language primary education in
Newport. 52% of respondents said that they would like their child(ren) to be able to speak Welsh. A
seeding class for a second Welsh medium primary school for Newport will be established by
September 2008.

Supervisory Arrangements
2.2.15      Where services are provided by third parties on behalf of the Council they will reflect the
standard of front line services committed to by the Council in the Welsh Language Scheme. The
Council aims to provide a seamless service of equally high quality, whoever the provider.

2.2.16      The Council has a regulatory role to ensure that work carried out on its behalf is done to
its standards. The systematic and contractual arrangement to safeguard this commitment is the
Contract Standing Orders and supporting procurement strategy.

2.2.17     Contracts will include details of Welsh Language Service requirements as well as a
general equalities clause. Contracts will also stipulate the monitoring regime.

Funding and grants
2.2.18    When administering funding and grants for organisations, the Council will:

•     Include Welsh language criteria on application forms together with recommendations as to
what activities could be provided bilingually
•     Ensure that organisations consider the need to assist and promote the use of the Welsh
•     Ensure that organisations hold public events or activities for the public that are bilingual as far
as is practicable.
•     Ensure that the grant scheme complies with the Council’s Language Scheme.
There requirements fall within the remit of those with procurement roles and duties. Guidance will
be developed during the course of this Scheme.

2.2.19      In fulfilling statutory functions such as performance management and internal audit and
those that regulate service provision for the public, the Council is required to:
•    encourage third party organisations who provide services to the public to use the Welsh
language in their service delivery;
•     refer the organisation to the Council’s Language Scheme and the good practice established in
it, including measures in relation to using the Welsh language in service agreements, service
licences or in other regulatory documentation;
•     offer guidance and support to organisations.

2.2.20       The Council works in partnership with public bodies, organisations from the voluntary
sector and other agencies. The Council works on many levels when working with others:
•     When the Council is the strategic and financial leader within a partnership, it will ensure that
the public service provision is compliant with the Welsh Language Scheme.
•     When the Council joins a partnership in which another body is leading, the Council input to the
partnership will comply with the Welsh Language Scheme and the Council will encourage other
parties to adopt the Council’s Language Scheme.
•     When the Council is a partner in a consortium, it will encourage the consortium to adopt a
bilingual policy. When acting publicly in the name of the consortium, the Council will act in
accordance with its Welsh Language Scheme.

2.2.21       When the Council joins or forms a partnership, it will ask prospective partners about
their Welsh Language Schemes, language policies or the means by which they will operate
bilingually. Within any partnership, the Council will offer advice and support to the other partner

2.2.22      The Council aims to communicate the requirements of the Welsh Language Scheme so
that the Welsh language is an integral part of service delivery by others on our behalf.

2.2. 23    The Council will prepare guidance for officers who are involved in partnership working
on the Council’s responsibilities under the Scheme. It will advise officers on how to apply the
requirements of the language scheme to a partnership’s work.

2.2.24      The Council will monitor the mainstreaming of its Welsh Language Scheme in work
carried out by third parties. The Council will include Welsh language service delivery requirements
in contracts and grant agreements where standard of service is dependent on use of the language
following the development of corporate guidance during 2007-2008. The Council will include a
focus report on procurement as a part of the annual monitoring report.
2.3 The Standard of Service in Welsh
2.3.1The Council’s aim is to provide English and Welsh language services to equally high standard.
A substandard service can affect people’s language choice. We aim to have widespread, consistent
Welsh language services.

2.3.2The introduction of the City Contact Centre has given the public easy access to Welsh
speaking employees who are able to deal with all of initial enquiries. They can also log customers’
language preferences. The technology used in the City Contact Centre also provides for better
monitoring of service requests and complaints including those relating to the Welsh language.

2.3.3According to the 2001 census 2%-4% of people over 20 years old are able to speak Welsh in
Newport. The figure for school age children is significantly higher. We experience difficulties in
delivering comprehensive Welsh language services due to a lack of employee language skills
throughout the Council and its immediate recruitment catchment area. This is largely due to the
language skills of the workforce reflecting that of the working age population. In order to address
this and deliver services we’ve developed practices, outlined below, to support employees. The
standard expected of these practices will be monitored and publicised and progress reported on a
regular basis.

Written Communication Service Standards
2.3.4Translators will have membership of Cymdeithas Cyfeithwyr Cymru (Society of Interpreters
and Translators in Wales). Translated work will be proof read by a second translator.
2.3.5We will;
•    Investigate the feasibility and cost effectiveness of various translation options including shared
services with other local authorities, purchase of services from other local authorities and the
employment of a translator for Newport City Council
•    Present options for political consideration to agree on a formal translation structure by April
•    Monitor and evaluate the quality of translated materials
•   Provide example and pro-forma documents for example a holding letter and basic information
such as dates, common signage etc. for employees
•    Provide guidance on the procurement of quality translation and proof-reading for employees
•    We will develop guidance on facilitating bilingual meetings

2.3.6The Council’s new HR and Payroll System will hold information on Welsh language employee
skills and levels. We will develop a Communication Skills Strategy to address the Authority’s
recruitment and training requirements.

2.3.7We will offer training for employees to develop their Welsh in a business environment, suitable
for learners and Welsh speakers.

2.3.8We will work towards the Welsh Language Board’s e-government standards. Electronic
systems will facilitate the use of Welsh and not hinder the development of external facing ITC Welsh
language services.

2.3.9We will adopt and implement a policy of using everyday Welsh and English on bilingual forms,
publicity materials etc.

Verbal Communication Services
2.3.10      We will
•    Ensure a bilingual service without exception to customers of the Contact Centre
•    Where required include verbal Welsh as an ‘essential’ skill for frontline posts
•    Establish a mechanism for ensuring positive and welcoming bilingual image in public
reception areas
•    Train public facing staff at main council reception in Welsh language awareness
•     Designate language requirements for frontline posts and train the relevant workforce in
customer service and Welsh language awareness as a part of the implementation of a linguistic
skills strategy

Promoting Welsh services
2.3.11      We will identify the big issues for equality in delivering English and Welsh services, and
will demonstrate that we have taken action and are achieving positive change in those areas that
we will subsequently target.
2.3.12      We will consult with Welsh speakers and learners on their priorities for Welsh language
services in Newport and prioritise Welsh language service delivery according to their needs and
preferences as outlined in paragraph 2.2.9. This consultation will inform service planning.

How the Council communicates with the public in Welsh

3.1 Correspondence
3.1.1Persons wishing to correspond with the Council are welcome to do so in the language of their

3.1.2When the Council receives letters in Welsh, the response and any further correspondence will
be given in Welsh. The same also applies to e-mail correspondence and other electronic

3.1.3Corporate standards for acknowledgement and response will be the same for Welsh as for
English correspondence.

3.1.4Electronic circulars and individual messages will comply with the standards of the Welsh
Language Scheme.

3.1.5Employee contact details given in e-mails will be both in English and Welsh and give a
selection of methods of communication e.g. telephone, textphone, e-mail etc. as will disclaimers

3.1.6Council Tax demands and electoral registration letters will be issued bilingually and all
standard letters and circulars issues to the public will be bilingual or in the person’s choice of

3.1.7The Council aims to issue other statutory and standard correspondence bilingually (for
example, statutory consultation and school grant letters sent to Welsh Medium schools).

3.1.8After a meeting, interview or telephone conversation we will offer Welsh or bilingual follow-up

3.1.9Managers will be required to ensure that administrative employees involved in processing
correspondence will be made aware of the requirements of the Scheme and the Council's
responsibilities under it. Guidance will be available to staff on our service delivery commitments and
through Cascade Team Briefings.

3.1.10       Corporate guidance will be issued to employees regarding access to and use of
translation, both before and after bringing formal translation options forward for political
consideration by April 2009, see paragraph 2.3.5.

3.1.11      Welsh language correspondence will be sent to organisations who have expressed a
preference for communicating in the medium of Welsh.
3.1.12     Where systems allow we will include a language preference question on forms and
record language choice to enable the Council to communicate with people in their choice of

3.2 Telephone Communications
3.2.1At present the telephone is the most common means by which the public communicate or
initiate their business with the Council.

3.2.2The City Contact Centre is the principal route for incoming calls from local residents to the
Council. The majority of calls are dealt with by the City Contact Centre without need to refer to
service areas.

3.2.3We inform the public of their language choice by bilingual recorded message and we have
bilingual employees available at the City Contact Centre during normal office hours. We aim to
extend the provision to all opening hours. Welsh speakers will be encouraged to select a Welsh
speaking operative by pressing a button on their telephone.

3.2.4Where it is necessary to transfer calls to the service area or the service area needs to make
follow-up telephone calls to a Welsh speaking customer - if there is no Welsh speaking employee
available in the section or Service Area then a Welsh speaking employee from the City Contact
Centre will offer to act as an intermediary.

3.2.5A directory of Welsh speaking employees that are happy to use the language in work and of
Welsh learners will be established when the Council’s new HR and Payroll systems are in operation
to support them. This information will be made available to employees electronically and on paper.

3.2.6People on these lists will be encouraged to wear a Iaith Gwaith badge and there will be use of
the supporting Iaith Gwaith publicity materials.

3.2.7 The Council aims to communicate with the public in their choice of language at public
receptions, the City Contact Centre and other front line services.

3.2.8The Council will monitor our capacity to deliver face to face Welsh language services in Welsh
Language Indicator 2 (section 5.8). Managers with responsibility for public receptions and the City
Contact Centre (the single number main point of contact for people contacting the Council) will be
tasked with collecting information on the number of relevant posts that have been designated
‘Welsh essential’ and whether postholders are bilingual.
The indicator will be collected manually for the period 2006-2007 pending the implementation of a
new HR and Payroll system which will hold this information in future.

3.3 Public Meetings
3.3.1Since the previous Welsh Language Scheme the Council has held a number of bi-lingual
public meetings with full translation facilities available and all bi-lingual documentation.
3.3.2Despite this we will continue to prioritise and target the provision of bi-lingual meetings as we
prioritise bi-lingual printed materials. We have devised a criteria (Appendix 2) to provide objective
guidance on when to provide facilities for a bi-lingual meeting. The aim of this approach is to offer a
consistent approach across the Council. We will also consult with Welsh speakers and learners in
Newport on their prioritisation.

3.3.3Notices or correspondence for formal public meetings issued in advance will state that people
are welcome to use either English or Welsh. The Council will, however, require adequate prior
notice of the language preferences of those attending in order to provide appropriate translation
facilities. This will normally require a minimum of three working days notice. Documentation
attached to that meeting will be bilingual.

3.3.4We will issue corporate guidance to employees on organising and conducting public meetings.
Such guidance will address a range of access matters including:-
•    When to arrange a bi-lingual meeting
•    Establishing the language preference of the participants
•    Arranging and operating translation equipment
•    Booking and working with translators
•    Outlining the role and responsibility of the meeting organiser
•    How to arrange for Welsh speaking support staff
•    How to chair a bilingual meeting

3.4 Other meetings

Face to Face meetings
3.4.1The Council welcomes members of the public who wish to use Welsh in meetings and will
endeavour to provide a service in the preferred language provided that sufficient notice is given.

3.4.2We will inform the public that this service is available in our publicity materials

3.4.3We will consult with the Welsh speaking public on their priorities for bilingual meetings. The
Council will identify the areas in which we could develop our Welsh language face to face services
in line with information from consultation and considering the Board’s priority areas, namely care,
youth services and general frontline services. We will act to improve and promote those services.
The prioritised services will be agreed upon annually with the Board.

3.4.4The proposed walk-in or 'face to face' contact centre will provide future potential for ‘one stop
shop’ bilingual facilities.

3.5 Other dealings with the public

3.5.1The standards that apply to written correspondence will also apply to e-mail.

3.5.2The Council provides services for the public by using e-government systems. The Council
recognises that Information Technology plays a key part in services that are not provided online.
3.5.3The Council will work to ensure that the two languages are treated on an equal basis in
relation to its IT systems. In order to develop IT systems that treat both languages equally, the
Council will seek to adopt the Welsh Language Board’s Information Technology standards subject
to practical (system compatibility etc.) and budgetary considerations within the Council’s Information
Technology / e-government strategy.

To be developed for introduction in 2007
How the Council provides materials in English and Welsh
4.1 Corporate Identity
4.1.1The Council's public image and corporate identity, including its name, address, logo, visual
identity and any other standard information will be fully bilingual.

4.1.2The Council's bilingual corporate identity will be used on its materials and property. It will
appear on letterheads, compliment slips, fax sheets, business cards, identity badges, displays and
publications. It will also be used on signs, vehicles and buildings in accordance with existing policies
governing the use of corporate identity.
Guidance is currently available on use of the bilingual corporate identity on the council intranet.

4.2 Signs
4.2.1The Council believes that its image and public face should reflect the fact that it uses two
languages in the community within which it delivers services.

4.2.2This principle is relevant to signage provided or authorised by the Council.

4.2.3The Council has a statutory duty to maintain accurate and updated lists of the names of towns,
villages, communities and wards as well as new developments. In each case, the Council will
ensure that its lists are of a high standard and will, in collaboration with the Welsh Language Board,
conduct an audit of the lists that it maintains and will standardize them where necessary.

4.2.4By virtue of its daily activities – with developers, community councils, The Post Office and such
others, the Council will state its corporately agreed position on the use of standardised names by
means of a guidance note.

4.2.5Since the Council has the right to decide on the names of new streets, it recognises the
importance of giving appropriate consideration to local opinion. The policy in relation to new names
will be to adopt a bilingual name that is consistent with the heritage and history of the area.

4.2.6When replacing signs or erecting new signs, including street signs and new development
signs, the Council will consult with ward members, the Royal Mail and developers if relevant.

4.2.7The Council will approach the Welsh Language Board’s place name consultation service for
advice on the standardized forms of place names.

4.2.8All road signs and pedestrian and other street furniture signage within the City centre will be
fully bilingual, as will the signage at the entrances of the Council’s public buildings. All other public
information signs, notably highway signs and markings that are the responsibility of the City Council
will be replaced with bilingual signs either according to future programmes of work or when they are
routinely replaced. The council will endeavour to ensure all such signs are bilingual within ten years.
4.2.9English will be the first language on signs except within Welsh Medium schools. The provision
of new and replacement signs on school premises is the responsibility of the school governors
except where the provision is made in the course of a capital programme of works. Where the latter
is the case, the signs will be bilingual.

4.2.10      There will be no change to indigenous street names, these will remain in the "known"
language (for example, “Bridge Street”). Approved official street names may be in English or Welsh
and the name in the other language will be recorded as an alternative flagged name. The Council
will respond to written correspondence using the street and place name given by the writer.

4.2.11      English and Welsh signs, irrespective of whether they are together on one sign or
separate will be equal in format, size, quality, legibility and prominence.

4.2.12       Operational guidance will be provided to employees and others to ensure that Council
policies are known and followed.

4.3 Publishing and printing material directed at the public in Wales
4.3.1Since the first Welsh Language Scheme was introduced, the City Council has progressively
increased the range of items, campaigns and promotional materials that are produced bilingually.
We will continue to prioritise and target translation resources at those items that are the most
important and/or have a high public profile to ensure that we make good use of resources.

4.3.2To provide objective guidance about when publicity and publications should be produced
bilingual or in English only, we have devised a Translation Categorisation (Appendix 1). The aim of
this process is also to ensure a consistent approach across the council to translation.
4.3.3We will evaluate compliance with the Translation Categorisation and appropriateness of this
guidance on an annual basis.

4.3.4We will produce up to date guidance on obtaining high quality translation, targeted at the right
audience and on proof reading, see paragraph 3.1.10.

4.3.5We will evaluate whether our chosen translation structures give us the desired quality and
value for money.

4.4 Forms and associated explanatory material
4.4.1Service areas will devise programmes for the introduction of bilingual forms based on their
assessment of need, demand and taking into consideration the Translation Categorisation (section

4.4.2Detailed technical items, instructions and forms used in low volumes will not normally be

4.4.3Priority will be given to provision of bilingual forms and associated explanatory material in the
following areas:
•      Registration of births, deaths and marriages
•      Electoral services
•      Council Tax
See Appendix 1, Translation Categorisation.
4.4.4The Council will include a question on language preference on forms in order to continue
service to the customer in their choice of language.

4.4.5Corporately written guidance will be made available to employees and others involved in the
design and production of departmental forms etc. The annual evaluation of printed materials will be
undertaken by an external provider examine the consistency of quality of forms and the use of
everyday Welsh.

4.4.6The development of electronic forms will facilitate the use of both English and Welsh.

4.5         Library and book stock
4.5.1The Libraries maintains a Welsh language book stock above the level recommended by the
Welsh Assembly Government. It has a stock of over 3000 Welsh language books, with items added
on an annual basis. The maintenance and development of this resource remains a priority and
provides key information relating to levels of demand which can assist other services in determining
Welsh language service provision and development.

4.6         Welsh Language Development Officer
4.6.1To support the development within the community of the Welsh language, the Council has
appointed a Welsh Language Development Officer based within the Community Learning and
Libraries Service Area. This officer undertakes to support and encourage the use of Welsh through
formal and informal learning, and by providing a point of reference for communities to raise issues,
ask questions and obtain information.

4.6.2The Welsh Language Development Officer’s role will be distinct from the Welsh language
policy role which lies within the Corporate Policy and Diversity Officer’s remit.

4.7 Press and media
4.7.1Press notices and releases will normally be issued in English only. When dealing with topics
which are of particular relevance to the Welsh language a bilingual version will be issued to the
Welsh language media. Typically, matters concerning Welsh medium education, the Eisteddfod and
the Welsh Language Act itself would warrant bilingual press releases which may be distributed to
both language media in Wales. However, the Council will continue to engage proactively with
broadcast media and will offer to radio and television both English and Welsh interviews. Over the
last five years the Council has featured on Welsh language television and radio channels on
subjects as diverse as the Corus closure, LG developments, city status, redeveloping the city
centre, the new M4 and the Ryder Cup coming to Newport. It hopes to continue its high profile
through the Welsh language media.

4.7.2For major or sensitive pro-active announcements we will continue to routinely offer to make
available interviews in both English and Welsh by radio, television or for the written media. This will
be stated with every relevant press release.
4.8 Advertising and publicity
4.8.1Where the council conducts advertising or promotional campaigns within Wales guidance
about translation will follow the Welsh language Translation Categorisation (Appendix 1).

4.8.2Written guidance will be made available to employees and others involved in the design and
production of advertising and publicity material.

4.9 Official and public notices including recruitment advertisements
4.9.1In order to conduct business and to fulfil its statutory obligations the council advertises in the
media (principally newspapers). Official and public notices appearing in Wales will be in English,
with an appropriate element of Welsh relevant to the purpose and context of the notice. Matters
related to Welsh medium education would warrant bilingual treatment as a matter of course, as
would notices for local elections.

4.9.2All job advertisements in the Welsh media will include a reference to the Council’s wish to
encourage applications from Welsh speakers.

4.9.3Recruitment advertisements for those posts where skills in the Welsh language are considered
an essential requirement will be advertised in Welsh with a brief English summary. Posts for which
Welsh language skills are considered desirable will be advertised bilingually. These will be
advertised in the Welsh language papers and local Welsh language papers as required. All
recruitment advertisements will have a bilingual header and footer to reflect the corporate identity of
the Authority. Service Areas will be encouraged to advertise bilingually to encourage Welsh
speakers to apply in general.

4.9.4Written guidance covering implementation of the above will be made available and issued to
relevant employees involved in the design, production and placing of material in the media.

4.10 The Council’s internet site
4.10.1      The Council is actively exploring the potential of information and communication
technology to make it easier and more convenient for customers to access information and
services. This includes development of the Council’s Website –

4.10.2       Citizens have the right to bilingual services. The Council will commission research into
the demand for online Welsh language services and information by means of a number of tools
available at the disposal of the Corporate Policy function. The aim of the research will be to
prioratise the development of the council’s Welsh language services according to citizen preference.
The following tools will be used :-
• to engage the representative ‘Citizens’ Panel
• to use Newport Matters to seek opinion
• to create a Welsh language portal on the homepage of the website that takes visitors to
information about the Council and seeking online feedback to help gauge the number of ‘hits’ and
the volume of interests generated
4.10.3     The outcome of the research (6 months commencing October 2008) will inform policy in
terms of website development and any resource implications that may arise. Options to agree on a
formal translation structure for the web site will be presented for political consideration by April

4.10.4    In developing its website, the Council will seek the advice and expertise of the Welsh
Language Board and examine examples of good practice elsewhere.

5.1 Staffing Guideline
5.1.1Statement of Principle
In order to provide good quality and appropriate services for the Welsh speaking public the
Council endeavours to have sufficient Welsh speaking employees with the necessary skills
to ensure that Newport City Council can develop a range of Welsh front line services. We
aim to increase the number of staff who are able to provide services through the medium of
Welsh throughout the lifetime of the Scheme.

5.1.2The Council channels all general telephone enquiries through the City Contact Centre where a
Welsh language service is offered for each caller.

5.1.3The Council aims to open a face-to-face contact centre in the city centre where Welsh
language services will be available.

5.1.4The Council does not have enough Welsh speaking staff to provide Welsh language front line
services and therefore the Council cannot guarantee that enquiries which require further contact
with council officers can be dealt with instantly in Welsh. We do, however, offer a Welsh language
call back service, e-mail service or written service. The Council uses private professional translators
for the translation and proof-reading of written materials to ensure quality service.

5.1.5The Council aims to have Welsh speaking employees where there is most need. At present
we believe that Welsh speaking employees (3.4%) are largely representative of the wider adult
population of Newport (between 2%-4% over 20 years old). At senior levels, the proportion is
higher. Nevertheless the Council is committed to progressively increase number of employees in
the workplace who are able and who do work through the medium of Welsh in order to meet the
requirement needed to provide quality services.

5.1.6We will identify skills required by the council to deliver Welsh language services and match the
skills of our employees to it. A linguistic skills strategy will be developed according to best practice.

5.1.7The Council will denote posts as Welsh essential or desirable according to the Welsh language
skills necessary to deliver the service. Consideration will be given to the skills needed for both the
post and the service area’s work. The Head of Service will be responsible for assessing language
requirements. The main factors for consideration in assessing language requirements for posts will
•     Extent and frequency of contact with public
•     Expertise needed for the post i.e. in key areas of work such as children’s services
•     The language needs of customers and location
•     Consultation with the public on where Welsh language face to face services are most needed
•     The current ability of the Unit/Office /Team to provide face to face services through the
medium of Welsh
•     The availability of employees both with Welsh language skills and other specific job related
skills to work in Newport

5.1.8The Council maintains a record of employees’ language skills and levels via the HR and
Payroll system. Details are recorded when the employee begins employment with the authority.
There is a data verification exercise every year although the employee can inform us of changes to
their skills as and when they wish.

5.1.9The language criteria we’ve adopted for language skills refers to the four skills of
understanding, speaking, reading and writing Welsh and has four levels, being having no
knowledge, basic, intermediate and advanced Welsh language skills. Employees are given
examples to clarify what their level e.g. able to write and e-mail for intermediate writing skill.

5.1.10       The HR and Payroll system will be used to record Welsh language skills required for a
post. It can produce reports comparing the skills required by the council with the skills of its
employees. Comparison information can be available by service area, location and on an individual

5.1.11     The Council will develop a Communications Skills Strategy and Action plan during
2008-2009 to address the need for Welsh language skills in employment. Welsh language
awareness training will be included in this strategy. Where there are any deficiencies appropriate
measures including recruitment, training, redeployment or securing services elsewhere may be

5.1.12        Progress will be reported to the Resources Overview and Scrutiny Forum bi-annually.
Where there are deficiencies the Council will amend the Strategy and Action plan to ensure that we
attract, train and retain suitable employee skills. Action plans will be implemented by Heads of
Service, managers and Human Resources officers.

5.1.13 The Council will promote the City Council as a potential employer to students at Ysgol Gyfun
Gwynllyw, our Welsh medium catchment secondary school.

5.2 Employee Welsh Language Skills
5.2.1The Council encourages and supports employees who wish to learn or improve their Welsh by
offering Welsh language courses and encouraging the take up of Welsh Windows interface on PCs.

5.2.2The employee appraisal system in conjunction with the HR and Payroll system is used to
identify training needs. Managers, as a part of the training agenda will give consideration to
employee skills, the job language specification and the willingness of the employee to increase their
Welsh language skills.

5.2.4The Council has a long-term aim of improving Welsh Language abilities within the wider
workforce. Both employees and Councillors encouraged to take part.

5.2.5At present we have three levels of Welsh language classes available to employees. Classes
are provided by the local Welsh language training centre on the basis of need. Each class runs from
4.00pm to 6.00 pm during the week at the Civic Centre and are paid for by the service area. Books
and course materials are provided. At present 20 employees attend these classes. We also offer a
number of two day taster sessions in the summer in partnership with other South East Wales local

5.2.6During 2008 we will be offering more short courses aimed at gaining particular Welsh language
skills such as meeting and greeting courses for public facing staff.

Specific Vocational Training through the medium of Welsh
5.2.6At present all employee training is undertaken through the medium of English. The Council will
consult employees on a regular basis to gauge the interest in undertaking vocational training
through the medium of Welsh.

5.2.7Welsh Language Indicator 4 will inform on the Authority’s employees trained to deliver front
line services in Welsh.
5.3 Recruitment
5.3.1To enable the Council to meet its statutory duties under the Act the following steps are taken:

• Welsh language ability will be considered a skill when recruiting employees
• Where it has been assessed that it is necessary for the service area/section to have a Welsh
speaker in order to deliver a bilingual service. The ability to communicate in Welsh will be included
as ‘essential' in new and vacant posts as required
• For posts where the ability to speak Welsh is considered either essential or desirable this will be
clearly stated in job advertisements and person specifications
• Training will be made available to support employees reach the standard of Welsh required for the

(The main factors for consideration in assessing language requirements for posts have been
described in 5.1.7.)

If there have been difficulties in recruiting a Welsh speaker to a post for which the ability to speak
Welsh is an essential requirement, it may be necessary to consider someone who cannot speak
Welsh. In such cases the practice will be either to:-

• Advertise again and state that non-Welsh speakers will be considered on the condition that they
undertake to learn Welsh to a specified standard consistent with the requirements of the post within
a stated time. Responsibility for ensuring that the appointee’s line manager, who should also
ensure that the individual is given time to follow the course: or
• advertise a temporary appointment, and review in order to meet the need in another way e.g. by
re-arranging the service: or
• re-advertise after a specified time, or assess the prospects for training of the person appointed
• Employ a welsh speaker temporarily through Newport City Temporary Resourcing (NCC’s
partnership with Hays Resource Management for the recruitment of temporary agency workers)

Where a Welsh speaker is available but needs additional skills to meet the requirement of the post,
a similar practice will be followed – appoint the Welsh speaker with an understanding that they met
the required standard of competence within a stated time.

5.3.2Guidelines for the recruitment of Welsh-speaking employees to posts where Welsh language
skills are considered desirable or essential will be prepared and distributed through the Advertising
and Web Support Officer.

5.4 Administrative Arrangements and Complaints

5.4.1When approved, the Scheme will carry the full authority of the City Council in its

•    The Council has adopted a devolved approach to the implementation of the Scheme. A
member of the Corporate Directors Team will be responsible for overseeing the Scheme within the
•    On a day to day basis the Scheme will be coordinated and monitored by the Corporate Policy
and Performance Manager
•    Heads of Service (or their nominees) will have responsibility for development of more detailed
plans and priorities which will ensure compliance with the terms of the Scheme
•    A Corporate Equalities Group will support the implementation of the Welsh Language Scheme
•    Employees will be made aware of instructions and guidance on implementation of the Scheme
•     Where translators or translation agencies are used guidance will be issued to employees to
ensure that the authority only uses those who are suitably qualified and able to provide a high
quality service
•     The Council will encourage employees to make use of Welsh language software where it is
compatible with our IT systems by informing them of its availability and employing IT support
•     Council workers may use either English or Welsh in their day to day business given that all
involved are included by the method of communication

5.4.3Complaints regarding the Welsh language are a part of the Council’s official complaints
procedure. The Council will acknowledge receipt of a complaint in a format and language required
by the complainer within five working days. We aim to provide a full response within 15 working
days, in accordance with the Council’s complaints procedure.

5.4.4Complaints regarding service delivery should be directed to the relevant service area and
complaints about operating the Scheme should be directed to the Policy and Diversity Officer. A
request for service is not considered a complaint.

5.4.5Welsh Language Indicator 6 informs on the number of complaints received about the
implementation and standard of services delivered in accordance with the Welsh Language

5.5 Services delivered on behalf of the Council by other organisations
5.5.1A number of services for which the Authority is responsible may be carried out by arrangement
or agreement on its behalf by other organisations such as contractors, consultants and various

5.5.2 These organisations will be made aware of the need to comply with the relevant terms of the
Scheme when dealing with members of the public on behalf of the Authority, with appropriate details
included in specifications.
The need to comply with the council's Welsh Language Scheme will be included within service
contracts and compliance of contractors will be incorporated into the normal management function
undertaken by client officers.

5.5.3When we award grants and loans for activities to be undertaken in Wales, we will include
conditions with regard to the Welsh Language Board’s guidelines on awarding grants and loans.

5.5.4Written guidance for employees will be issued to those concerned with managing contracts to
ensure that Council policy is clearly understood. See section 5.8. Monitoring arrangements will be
established in accordance with the timetable in part 5.7.

5.6 Exercising statutory functions
5.6.1When exercising regulatory functions in relation to delivering services to the public in Wales,
the Council acknowledges the requirement of the Act to facilitate the use of Welsh in the delivery of
services. It is planned that this will be achieved by informing that the Council has a Welsh Language
Scheme and by making copies freely available to those seeking permission or licence.

5.7           Monitoring
5.7.1The Corporate Policy and Performance Manager will take primary responsibility for monitoring
the Scheme and will report in an Annual Report to the Overview and Scrutiny Forum for Public
Affairs. This will ensure that monitoring will be a structured and continuing activity undertaken by a
senior officer and extending to those who provide or administer services. The Council will note
suggestions for improvements - suggestions should be made in writing to the Head of Human
Resources and Policy who will advise how each suggestion may or may not be accommodated by
the Council.

5.7.2The Council’s Monitoring Officer is:-
Corporate Policy and Performance Manager
Telephone number 01633 656656
Civic Centre, Newport. NP20 4UR

5.7.3The following will be considered to determine compliance with the Scheme.

•   Performance against timetable
•   Quality of frontline services through the medium of Welsh and assessment of services by the
•   Report on services delivered by third parties and evaluation of Scheme management by the
•   Measure of employee language skills in comparison to need
•   Chapter on mainstreaming – examples of how the Council has promoted use of Welsh in the
•   Analysis and scrutiny of the Council’s performance according to priority/ target

5.7.4The Council will summarise its findings in the form of a brief narrative (with evidence) to be
submitted to the Board and will identify any developmental issues / risks, and draw up an
appropriate action plan of measures, together with a timetable for doing so. The Council will also
draw attention to progress, good practice and compliance levels. Any action / development plan
shall be agreed with the Board.

5.7.5The Council will comply with any inspections carried out by the Board and implement their
recommendations where relevant.

Investigations under Section 17
5.7.6If the Board is required to carry out an investigation under Section 17 of the Act, the Council
will be prepared to fully cooperate by providing information – reports, documents or clarification - to
the Welsh Language Board.

5.7.7The Council will be prepared to do this in both written and verbal forms and the Board will be
able to have discussions with:
• Elected members;
• Local Authority employees;
• Contracted service providers and their employees;
• Any individual that assists the Council in the delivery of its services.

5.8         Publishing Performance Information
5.8.1The following performance information will be published annually in accordance with the Welsh
Language Board’s statutory guidelines as a part of an Annual Monitoring Report. The Report will be
widely available to the public using the following media as appropriate:-

• Council newspaper
• Committee reports
• Additional information will be published as a periodic scheme evaluation report.

5.9         Welsh Language Indicators (WLI) to be published annually

WLI 1 Procurement
Number and % of the sample of third parties monitored that conform to the requirements of the
Welsh Language Scheme in:-
(i) care services
(ii) youth and leisure services
(iii) pre school provision

WLI 2 Frontline Services
Number and % of main reception, call centres or one stop shop posts that have been denoted as
‘Welsh essential’ and have been filled by employees who are bilingual.

WLI 3 on E-Government

WLI 4 (a+ b) Human Resources – skills
The number and % of staff who have received training in Welsh to a specific qualification level.

The number and % of staff who have received language awareness training.

WLI 5 Human Resources – Equality and diversity
The number and % of staff within the Council’s services who are able to speak Welsh (excluding
school teachers and school based staff) according to:-
•   service division
•   post grade
•   workplace, office and centre in the main area offices

WLI 6 The standard of Welsh language services
Number of complaints received in relation to the operation of the Language Scheme and the %
dealt with in accordance with the Council’s corporate standards.
6.1.1As part of the wider communications agenda the council will publicise its Welsh Language
Scheme to the general public, employees, partners and agents.

6.1.2This will help raise awareness of the terms of the Scheme and the ways in which members of
the public can access services in Welsh.

6.1.3It is anticipated that a selection of the following actions will be employed where appropriate:

•    Notices in offices and reception areas
•    Publication of the Scheme on the Council’s website
•    Circulation of information and guidance to employees
•    Distribution of the Scheme to interested bodies
•    Press releases
•    Items in the Council newspaper

6.1.4Employees involved in publicity, communications and liaison activities will be advised about
publicising the Scheme and the availability of services.

6.1.5The Council will target specific services over a period of time to increase the uptake of Welsh
medium services. This will be undertaken jointly with the Welsh Language Board under a structured
marketing and promotional campaign.
The implementation of the Scheme will be measured against target dates.

A three year timetable will be set for implementation. The Council will consider the budgetary
implications of any measures which require additional funding over and above existing departmental
       Action / Target                     Date           Responsibility

Service Planning and Delivery
1     Equality Impact Assessment           January        All Heads of Service
      undertaken of policies, practices    2009
      and procedures
2     Service Plans set out specific       Twice a year, All Heads of Service
      actions to be taken in relation to   beginning
      Welsh language and diversity.        April
      Service plan reviews                  2009
      demonstrate step change in
      Welsh language provision
3     Third party contracts include        Beginning      Head of HR&P, Head of L&S and Head
      specific Welsh language service      April 2010     of F&S
      delivery requirements as well as
      a general equalities clause
4     Funding and Grants subject to        Beginning      Heads of Service
      Welsh language performance           April 2010     Strategic Procurement Officer and
      measures                                            Corporate Policy and Performance
5      Guidance and support provided       April 2010     Corporate Policy and Performance
       for third parties on using Welsh                   Manager
       in service delivery
6      Guidance and support provided       Beginning      Heads of Service
       for partnerships on using Welsh     April 2010     Corporate Policy and Performance
       in service delivery                                Manager
7      Develop and implement a             Beginning      Heads of Service
       monitoring regime of third          April 2010     Strategic Procurement Officer and
       parties in carrying out work                       Corporate Policy and Performance
       under the Welsh Language                           Manager
       Scheme (WLI 1)
8      Guidance provided for               October        Corporate Policy and Performance
       employees on translation and        2009           Manager
       sample standard documentation
       and translations e.g. a holding
       letter, job titles etc.
9      The HR and Payroll system           In place by    Corporate HR Manager
       holds information on employees      December
       skills to identify employees with   2009
       the relevant communication
10     Work towards the Welsh              April 2009 –   All Heads of Service
       Language Board’s e-government       September      Head of Information Systems and
       standards following their formal    2009           Communications
11     Consult Welsh speakers and          For political Corporate Policy and Performance
       learners on their priorities for    consideration Manager lead. Council.
       Welsh language services in          December      All Heads of Service
       Newport including web services.     2009.
       Citizens’ Panel, focus groups,
       on-line consultation, Newport
       Matters etc. Prioritise Welsh
       language service delivery
       according to their needs and
12     Formal translation structure        Septemberl   Head of HR and Policy, Head of Finance.
       brought for political               2009         Council.
13     Establish a mechanism for           September    Head of HR and Policy
       ensuring positive and welcoming     2009
       bilingual image in public
       reception areas including
       training in awareness and basic
       Welsh language greeting

Dealing with the Welsh Speaking Public
14    Develop and issue guidance for  September         Corporate Policy and Performance
      employees on facilitating       2009              Manager
      bilingual meetings
15    Issue guidance on access to and April 2009        Corporate Policy and Performance
      use of translation.                               Manager
16    Prioritise bilingual meetings   April 2009        All Heads of Service
      according to Appendix 2
17    Employee contact details in e-  April 2009        All Heads of Service , Head of HR &
      mails both in English and Welsh                   Policy
      and disclaimers

The Council’s Public Face
18    Maintain and update a list of        Current      Head of Planning and Economic
      place names and locations.           Practice     Regeneration
      Audit the list to standardise                     Corporate Policy and Performance
      them in collaboration with the                    Manager
      Welsh Language Board and
19    Operational guidance on              April 2009   All relevant Heads of Service
      bilingual signage produced
20    Prioritise production of bilingual   April 2009   All Heads of Service
      materials according to
      Translation Criteria (Appendix
21    Increase Welsh Language              April 2009   Head of HR and Policy
      content and features in Newport
22    Include a language preference        April 2010   All Heads of Service supported by
      question on forms, where                          Corporate Policy and Performance
      systems can record language                       Manager
      choice, to enable the Council to
      communicate with people in their
      choice of language
23    Produce corporate guidance on        Beginning    Head of Information Systems and
      the design of accessible             April 2009   Communication
      bilingual materials
24    Progressively review and             Current      Head of Continuing Learning and Leisure
      enhance the libraries’ book stock    practice
25    Press releases in Welsh when of      Current      Corporate Policy and Performance
      particular relevance to the Welsh    practice     Manager
26    Advertising and marketing            April 2009   All Heads of Service
      adhere to prioritisation guidance
      in Welsh Language Scheme
27     Audit of advertising and             2009-10     Corporate Policy and Performance
       promotional materials to identify                Manager
       current position and cost and
       benefit of bilingual materials for
       the whole authority

Implementing and Monitoring the Scheme
28    Offer a Welsh medium service      Current         Head of Information Systems and
      for all customers through the     Practice        Communications
      City Contact Centre publicised
      by bilingual recorded message
29    Denote language skills required   Monitoring      Head of HR and Policy
      for each post and include in      framework to    All Heads of Service
      each job description as the post be arranged
      becomes vacant (WLI 2)
30    Produce guidelines for            April 2010      Head of HR and Policy
      assessing language skills
      requirement in new and vacant
31    Develop guidance on identifying June 2009         Head of HR and Policy
      the need for Welsh language
      awareness and language
      training through the PDP
      system (WLI 2)
32    Maintain, analyse and publish     2009/2010       Head of HR and Policy
      information on employees
      language skills and training
      undertaken (WLI 4A, 4B, 5)
33    Develop a Linguistic Skills       January         Head of HR and Policy
      Strategy including recruitment    2010
      and employees training
34    Develop recruitment measures      January         Head of HR and Policy
      to increase the Council’s         2010
      capacity to provide bilingual
35    Record number of complaints       Current         Head of HR and Policy
      received in relation to operating practice
      the Welsh Language Scheme
      (WLI 6)
36    Monitor the Scheme according      Monitoring in   Corporate Directors
      to the reporting procedure and    place by        All Heads of Service
      report annually to the Public     October
      Affairs OSF                       Reported
                                        July 2010
37    Publish information on            June 2010       Corporate Directors
      performance according to the
      Welsh Language Board’s
      statutory guidance in an annual
      monitoring report

38     Roll out plans for the continued     Education   LLL and Heads of Service
       development of Welsh Medium          Strategic
       Education and Welsh in               Plan
       mainstream education in              timetable
       schools, nurseries informal and
       adult education
The priorities will be reviewed periodically in the light of changing circumstances. The Welsh
Language Board will be consulted on any proposed changes to the timetable.
Appendix 1 Translation Categorisation
1.1 Guidelines on which language/ language to produce written materials.

Newport City Council eventually aims to provide full bilingual services. For the term of this Scheme
we are taking a targeted approach which is needed for achievable improvement over time.

1.1.1Documents will fall in to one of three categories, A, B or C. Documents in category A should be
produced bilingual and those on category C may be produced in English only. For materials in
category B follow the guidance set out below.

1.1.2Category A: Items will always be produced in a bilingual format

1.1.3Category B: Items which depending on circumstances may be:-
i)   bilingual
ii) contain a proportion in Welsh
iii) will be available on request in Welsh

1.1.4Newport City Council aims to produce more and more materials for the public in Welsh. Items
such as posters, flyers, publications etc. have not been included as category A items in order to
allow service areas to prioritise their use of Welsh over the term of the Scheme.

1.1.5All service areas will be expected to demonstrate annually that there has been a step change
in making use of Welsh with the public. By the end of the scheme all category B items will have a
higher proportion of Welsh content than at the beginning of the scheme.

1.1.6Welsh language skills are growing amongst children and young people in Newport. Many
attend Welsh medium schools and all have studied Welsh in school. Bilingual materials benefit
children and young people in reinforcing their skills and reflecting their identity. Council materials
which are targeted at children and young people should be prioritised for production in Welsh.

1.1.7If an item is currently bi lingual, contains elements of Welsh or available in Welsh but the table
suggests it should be in English only, it will continue in its present format.

1.1.8Further advice may be obtained from the Corporate Policy and Diversity Officer.

1.1.9Once a decision to translate a document has been made, it is usual to save it in both
languages to the council’s virtual library. When saving a Welsh language document, insert its full
Welsh title in the ‘Title’ field and add the English version in the ‘Alternative Title’ field, and visa versa
for the English version. This will allow the document to be searched in either language.

Category C: Items will usually be produced in English only
Welsh Language Translation Policy

Items                               A   B   C   Additional notes
Accounts                                    X   Internal financial reports etc.
Audio visual links, Electronic      X           Bilingual
Messages, Screens
Booklets                                X       Increasingly bilingual
Brand names                         X           Bilingual or Welsh only
Brochures                               X       Increasingly bilingual
Business Cards                      X           Bilingual
Committee Papers and Annexes                X   English only
Correspondence with individuals         X       English or Welsh where
or groups listed on a database                  language is known, bilingual
Compliment slip                     X           Bilingual
Council’s corporate identity        X           Bilingual
Consultation documents and              X       English only unless there is a
working drafts                                  specific Welsh language interest
Contract documentation                      X   English only
Displays and Exhibitions            X           Bilingual but may include items
                                                that are not the responsibility of
                                                the council in English only
Election Stationery                 X           Bilingual
Executive Summaries                     X       Bilingual is good practice
Fax Transmission Sheets                 X       Bilingual
Forms for the Public                    X
Housing reports to tenants          X

Identity badges                     X           Bilingual
Internal council information,               X   English only
surveys and questionnaires,
guidance documents, circulars,
reports etc.
Invitations                         X           Bilingual
Invoices                                    X   English only
Job Advertisements                      X       Welsh only where Welsh is
                                                designated Welsh essential
                                                (with short English description),
                                                bilingual where Welsh desirable.
                                                English only where no language
                                                specified but ‘top and tail’ in
Sign Post Adverts in Papers             X       Welsh only where Welsh is
                                                designated Welsh essential
                                                (with short English description),
                                                bilingual where Welsh desirable.
                                                English only where no language
                                                specified but ‘top and tail’ in
Job Application Forms               X           Bilingual
Job Application Packages                X       English or bilingual to match
                                                linguistic requirement of job
Leaflets                                X       Increasingly bilingual
Letterheads                         X           Bilingual
Letters and literature to schools       X       Letters and literature are sent in
                                                English with funding provided to
                                                Ysgol Gymraeg Casnewydd for
Maps                                X           GIS has bilingual capacity -
                                                bilingual where possible
Menus                                   X       Bilingual considered good
Newsletters / Newspapers                X       Partially or fully bilingual
Notices for public meetings             X       Publicity materials will state that
                                                use of Welsh is welcome – a
                                                week’s notice is needed
Passes                              X           Bilingual
Permits                             X           Bilingual
Posters                                 X       Bilingual
Press Releases                          X       Bilingual where Welsh is the
                                                subject matter
Publicity material                      X       Increasingly bilingual
Receipts                                    X   English only
Registration of births, deaths,     X
marriages and civil partnerships
Questionnaires and Surveys              X       Single language versions only
                                                allowed if language choice of
                                                individuals or groups is known
Questionnaire and Survey                X       Executive summaries bilingual
Signs                               X           Bilingual or Welsh only
Standard Letters and Circulars to       X       Increasingly bilingual
the Public
Stickers                            X           Bilingual
Strategies / Policies / Plans           X       Headline strategies including
                                                Corporate Strategy, Corporate
                                                Plan, Equalities policies etc.
Tickets                             X   X       Increasingly bilingual as
                                                technology allows
Time Sheets                                 X   English
Vehicle Markings and Signage on     X           Bilingual
Websites and Web Pages                  X
Appendix 2 Meetings Criteria

Guidelines on which language/ languages to conduct meetings. This appendix refers to public
meetings as opposed to small, face-to-face, meetings.

The options available are to hold:-
i)       a bilingual meeting (including materials)
ii)      a meeting that is publicised in English and Welsh with translation facility if attendees
request it(details on how to offer a bilingual meeting will be available in Newport City Council’s
Events and Meetings Guidance)
iii)     a meeting held in English only

When considering whether to hold a meeting bilingual or not the Council will consider
1.     The target audience
2.     The subject of the meeting
3.     The profile of the meeting

Meetings matrix
                      (i)Bilingual           (ii)Translation        (iii) No
                      meeting                offered and            Translation
                                             provided if            facilities
                                             requested in
The Target            General public         General public         Specific sector
Audience              Newport / Wales        Newport / Wales        where preference
                      or specific sectors                           for Welsh
                      in which Welsh is                             language
                      spoken                                        materials is
The Subject of        Obvious Welsh          Welsh language         No specific Welsh
the Meeting           language interest      interest not           language interest
The public            High profile           Medium profile         Low profile
profile of the

Note 1: Materials associated with meetings under category (i) or (ii) will be bilingual to encourage
uptake of Welsh medium services.

Note 2: Meetings held in both English and Welsh should make some formal use of both languages
to encourage use.

To top