I will talk to you about the theoretical aspect. To put you in context, the Port of Entry Recruit Training Program is divided into two main phases. Distance learning is offered online for a four-week period, 40 hours per week. Already at this phase, the Official Languages Act is explained. The concept of language and the values underpinning the act, that is respect, fairness and diversity, are introduced.
When the recruits complete the online training and go to the CBSA Learning Centre in Rigaud, the question of official languages is dealt with horizontally, that is, through different modules, officers are encouraged and taught to appreciate linguistic duality. One of the modules deals with how to treat travellers on the primary inspection line, like when you were questioned with your family at Landsdowne. This is active offer. We ask officers to make an active offer without waiting to find out whether the people are francophone or not. The service must be offered actively and French must be spoken if the officer is bilingual. We teach the officers what to do and what not to do. For example, they must never say, “Sorry I don't speak French.” In theory, these are things that should never be done.
In Rigaud, we have classes in French and in English. There is thus a spirit of togetherness that develops between the francophone and anglophone classes. The communities appreciate one another in terms of language, culture, etc. So these are methods we use to educate our officers and train them to give good customer service.