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Cabinet 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 firstname.lastname@example.org 01633 233453 Action by Corporate Policy and Performance Manager Timetable Immediate and then according to Scheme timetable Background 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 PART ONE – INTRODUCTION 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 Scheme PART TWO – SERVICE PLANNING & DELIVERY 2.1 New Policies and Initiatives 2.2 Delivery of Services 2.3 Standard of Service in Welsh PART THREE – DEALING WITH THE WELSH SPEAKING PUBLIC 3.1 Correspondence 3.2 Telephone Communications 3.3 Public Meetings 3.4 Other Meetings 3.5 Other Dealings with the Public PART FOUR – THE COUNCIL’S PUBLIC FACE 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 PART FIVE – IMPLEMENTING AND MONITORING THE SCHEME 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 PART SIX – PUBLICITY PART SEVEN – TIMETABLE ANNEX 1 TRANSLATION CATEGORISATION ANNEX 2 MEETINGS CRITERIA 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 E-mail: email@example.com PART ONE 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 Council • 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 programmes • 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 versions. 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 PART TWO - SERVICE PLANNING & DELIVERY 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 officer. • 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 highways. 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 Contracts. 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 language. • 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. Regulation 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. Partnerships 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 organisations. 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 2009 • 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. E-Government 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. Forms 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. PART THREE - DEALING WITH THE WELSH SPEAKING PUBLIC 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 choice. 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 communication. 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 language. 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 correspondence. 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 language. 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. WLI 3 To be developed for introduction in 2007 PART FOUR - THE COUNCIL'S PUBLIC FACE 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 5.8). 4.4.2Detailed technical items, instructions and forms used in low volumes will not normally be bilingual. 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 – www.newport.gov.uk 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 2009. 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. PART FIVE - IMPLEMENTING AND MONITORING THE SCHEME 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 be:- • 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 basis. 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 taken. 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 authorities. 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 post (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 temporarily. • 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 implementation: • 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 council • 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 Scheme. 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 agencies. 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 Board • Report on services delivered by third parties and evaluation of Scheme management by the Board • Measure of employee language skills in comparison to need • Chapter on mainstreaming – examples of how the Council has promoted use of Welsh in the community • 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. PART SIX – PUBLICITY 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. PART SEVEN - TIMETABLE 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 resources. 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 Manager 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 skills 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 launch 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 preferences 12 Formal translation structure Septemberl Head of HR and Policy, Head of Finance. brought for political 2009 Council. consideration 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 publicise 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 2). 21 Increase Welsh Language April 2009 Head of HR and Policy content and features in Newport Matters 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 language. 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 posts 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 services 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 Publicity 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. English 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 otherwise 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 Welsh. 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 Welsh. 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 translation Maps X GIS has bilingual capacity - bilingual where possible Menus X Bilingual considered good practice 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 feedback 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. bilingual Tickets X X Increasingly bilingual as technology allows Time Sheets X English Vehicle Markings and Signage on X Bilingual Buildings 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 advance 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 minimal The Subject of Obvious Welsh Welsh language No specific Welsh the Meeting language interest interest not language interest known The public High profile Medium profile Low profile profile of the meeting 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.