We have a Welsh Language Policy, put together by Carers Trust, our umbrella organisation, that has been approved by our Board. Full details are available on request.
Face to face Services: we would establish at first point of contact the preferred language of a potential user of our service. Assessment of service needs will be, wherever possible, conducted in the language of choice. We will record the language preference, make every effort to ensure this is complied with and make known this preference to other organisations working in partnership with us.
Where possible, Care Support Staff who have the ability to provide the service in the service user’s language of choice will provide personal service delivery.
We will aim to converse in Welsh when a bilingual speaker telephones our office, if they so wish. However if the person answering the telephone in our office does not speak Welsh, then the call will be transferred to a bilingual person. If this is not possible at the point in time, then the caller will be given the choice of a recall, or writing to us in Welsh or continuing the call in English.
Written information and website: Personal “Terms and Conditions” of service will be made available in the language of choice. As far as is reasonably practicable we will offer to translate relevant documents into Welsh and any written correspondence received in Welsh will be replied to in the language of choice.