It means speaking to people in both official languages, in other words “Hello, bonjour”. If the person is unilingual and requires French services, the officer has two options. First of all, if the person is at a small port of entry, alone or where there are not many officers on duty at that moment, they may call another port of entry offering bilingual services where another officer would be able to provide the services in French. Second, if it happens, say, at the Macdonald-Cartier airport, the officer must leave his station and bring the traveller to a bilingual officer who will serve him as soon as he's finished serving the client he's currently with. That is the process that we use.
On October 20th, 2009. See this statement in context.