Working With Culturally & Linguistically Diverse People Our Shared Values
We show LOVE We act with RESPECT We are RELIABLE We EMPOWER others
1
Our Shared Values At BaptistCare, we create strong and caring communities that value personal well-being and each other. When these values are shared, it has the potential to transform lives. Among the thousands of individuals we meet each day, we see that people want to be shown genuine loving care, to be respected as an individual, to be empowered to live well, and to always feel confident they have someone they can rely on. We value the unique needs of Culturally and Linguistically Diverse people and are committed to using our shared values as our guiding approach in the planning, delivery and evaluation of care.
2
Understanding the Context Almost one third of the population of NSW and the ACT were born overseas. Historically the majority of migration came from Europe, however there are now increasingly more Australians who were born in Asia and other parts of the world. This rich diversity of ethnic origins can be seen in the variety of languages, religions, foods, dress and cultural practices that now flavour our communities. In Australia there are almost 260 different languages spoken. Around 27% of people in NSW speak a language other than English at home. People from Culturally and Linguistically Diverse (CALD) backgrounds represent a significant and growing proportion of the Australian population, especially among people aged over 65. The diversity within Australia’s CALD communities is significant and the needs of individuals within those communities vary considerably. While some members of CALD communities are strongly linked into local networks and able to easily access culturally specific supports, many are not. Members of smaller cultural groups, who are not represented by existing ethno-specific services, may face particular difficulties in locating appropriate supports. Limited English language proficiency can further hinder access to, and understanding of, available services. This can make it more difficult for an older CALD person to access services.
3
Our Commitment to our Customers BaptistCare is committed to providing care and services to all people based on our shared values, acknowledging the unique background and individuality of each person. We seek to provide an inclusive, welcoming, professional and safe environment for all people, including those who are from a CALD background. BaptistCare seeks to: • Embed sensitivity and inclusiveness considerations into everyday practices • Deliver appropriate care ensuring that individual needs and preferences are understood • Improve services to ensure the needs of CALD people are met in a comfortable, professional and informed environment • Ensure the equity of access to services for CALD people.
4
We are LOVING
We genuinely care. We show love and respect to those we serve.
BaptistCare will: • Be pro-active and responsive to the needs and preferences of culturally diverse customers in our care, by providing services in a sensitive manner and respecting the uniqueness and preferences of each person while responding flexibly and creatively to each person’s perspectives and needs. • Develop meaningful relationships with each customer, and gather and document information from each customer and their family, in relation to their personal history, culture, abilities, spirituality, support needs and preferences. • Recognise the importance of culture, cultural communities and extended family networks in developing supportive relationships with each customer • Be proactive in asking about culturally appropriate care practices and preferences for each customer, which may include activities, foods and other meaningful practices. • Invite and encourage BaptistCare employees and volunteers to share and celebrate their own language and culture. • Compile and make available to employees and volunteers, information regarding CALD groups, relevant celebrations and other important cultural practices relevant to the beliefs and values individuals. • Appropriately match employees, volunteers and customers, if desired by the customer, according to their culture and language where possible.
5
“Australia is just so different to Somalia, where I’m from. Some people stop and stare at me in the street because my skin is so dark and they aren’t used to that. I love that people here at HopeStreet have been so warm and friendly and helped me to feel at home. They even helped me find a place that makes a really good camel stew just like I used to eat at home. It was a small thing but meant so much.”
Mohamed Refugee
6
We RESPECT the individual
We respect individuality. We do it their way. We pay attention to the small things that mean most to them.
BaptistCare will: • Ensure all services are provided equitably and sensitively, regardless of background, origin, age, sexuality, gender, identity, lifestyle, faith, language and culture. • Empower customers and their families to freely express any real or perceived risk to their physical, emotional or cultural safety, addressing these concerns and providing support as appropriate. • Be culturally sensitive and understanding concerning selfidentification or the desire for cultural anonymity. • Manage customer information sensitively and confidentially, including with family members, BaptistCare staff and other services. • Build partnerships with community groups and other service providers to share information, network, make referrals and provide training to employees and volunteers.
7
“Caring for people from other cultures isn’t hard – just get to know them, ask them what they like, and then help them do that. Simple!”
Maria Care Worker
Our RESPECT Approach
8
We are RELIABLE
We deliver what we promise. We do what we say. We keep customers informed.
BaptistCare will: • Consult regularly with CALD customers and their families for feedback to ensure care, services, communication and other needs are being met in a culturally appropriate and sensitive manner. • Use recruitment and retention practices which reflect BaptistCare’s focus on our shared values and a commitment to all forms of diversity within the workforce. • Embed cultural diversity and cultural inclusiveness into everyday practices, including supporting and expressing our commitment through written policies, procedures and practices. • Use translator and interpreting services as appropriate to ensure each customer is fully supported and well informed, including understanding their rights and responsibilities and the rights and responsibilities of BaptistCare. • Make sure information and related forms and documents are available in languages that reflect the local demographics. • Demonstrate an open and collaborative approach to services including pursuing partnerships with specialist and ethno-specific services to provide quality services to CALD people, using our combined strengths and expertise. • Provide staff and volunteers with resources and training to increase skills in cross cultural communication, understanding and sensitivity. • Seek regular feedback from customers and employees to ensure diversity is respected and supported, including the organisation’s approach to all forms of diversity.
9
“Dad was worried about moving into residential aged care because he didn’t want to lose all the things that were important to him. We didn’t realise how just a few important touches in his room could mean so much. Staff helped us to decorate the room just as Dad liked it, with pictures of India, colourful throw rugs and his favourite elephant cushion which his grand daughter loves to sit on. The centre chef happens to be from the same region back home and makes a fantastic vegetable curry for him, just like Mum used to.”
Nisha Daughter
Our RESPECT Approach 10
We EMPOWER others
We empower customers to live well. We do it with them, not for them. We use our experience and expertise to proactively help customers.
BaptistCare will: • Empower people to live the lives they choose through supportive and enabling care and services, including designing services, leisure and lifestyle activities that reflect individual cultural preferences, promote wellbeing, enable independence and are in recognition of individual needs and choices. • Assist CALD people to maintain their preferred faith traditions by engaging with practitioners of other religions when required. • Actively recruit, train and mentor CALD employees and volunteers throughout BaptistCare. • Enable CALD customers to have independence in personalising their living environments to reflect their cultural heritage and promote comfort and safety. • Ensure interaction with existing community networks are maintained according to the customer’s wishes. • Promote available services to CALD communities through relevant media and community forums.
11
“When I first moved into the Village 20 years ago we were a pretty boring bunch – I reckon we had three Smiths, two Browns and probably a couple of Thompsons. These days we’re much more interesting, from all over the world – both the residents and the staff. We all get along great and I love it. I travelled a lot in my day and now I’m past doing that, the world has come to me!”
Fred Resident
References and Resources Australian Institute of Health and Welfare (2014). Cultural and linguistic diversity measures in aged care. Working paper. www.aihw.gov.au Centre for Cultural Diversity in Ageing (2015). Practice Guides. www.culturaldiversity.com.au/resources/practice-guides Department of Social Services (2015). National Ageing and Aged Care Strategy For People from Culturally and Linguistically Diverse (CALD) Backgrounds. Federation of Ethnic Communities Councils of Australia (2015). Fact Sheets. www.fecca.org.au/resources/fact-sheets Multicultural Communities of SA Inc and Multicultural Aged Care Inc. (2005). Working Cross Culturally: A Guide. www.mac.org.au
13
14
BC01039-0120
1300 275 227 baptistcare.org.au ask@baptistcare.org.au