Resources to support multicultural service provision

Author: Stephen Hutchison
Organisation: Queensland Council of Social Service

Establish a Community Organisation, translated into...

Culturally Responsive Service Delivery

Engaging Queenslanders: an introduction to working with culturally and linguistically diverse communities (2008) Department of Communities

Culturally Responsive Service Delivery - Ethnic Communities Council Queensland. This guide provides advice and presents strategies to be used within government and non-government organisations to achieve culturally responsive service delivery.

Making focus groups culturally and linguistically appropriate (2005) Centre for Culture Ethnicity and Health

The Multicultural Disability Advocacy Association of New South Wales have developed two checklists that can be used to:

A practical guide to culturally and linguistically diverse consumer participation (2005) Centre for Culture, Ethnicity and Health

Communicating with clients with low English proficiency (2005) Centre for Culture, Ethnicity and Health

e-training resource - Work effectively with culturally diverse clients and co-workers - contains customised e-training resources for workers in the community and disability services sectors. The e-training resource is one of eight units of competency that sit within the Australian Quality Training Framework and two learning modules that are designed for independent learning and professional development. The resources include learning content, training activities and assessment items for eight units of competency in the Community Services Training Package CH02:

Developing cultural competence in an organisation (Word 37 kB) Management Support Online provides a selection of tools for cultural competency

Cultural Competency Training and Trainers

Partners in Cultural Competence (PiCC) provides cross cultural training and consultancy services. It is a service of the Ethnic Communities Council of Queensland. www.picc.org.au

Immigrant Womens Support Service (IWSS) can support staff development and provide training to meet the specific needs of your organisation in working with women from non-English speaking backgrounds (NESB), to ensure the development of ethical, sensitive and responsive practices. www.iwss.org.au/professionalTrainingRequest.php

Queensland Program of Assistance to Survivors of Torture and Trauma (QPASTT) aims to provide quality training and information on issues related to Refugees and Humanitarian entrants, the impact of trauma and torture and other related issues. The capacity to deliver the training will depend on current resources available, staff skill and interest. Community based services, community groups and Government agencies are all able to make requests by using the QPASTT.

Use of Interpreters

Assessing the need for an interpreter (2007) A tip sheet to help you determine when and how to use an interpreter. Centre for Culture, Ethnicity and Health.

A Guide to Working with Interpreters (2003) This guide provides tips on preparing for meeting with on-site interpreters, meeting with on-site interpreters, and working with a telephone interpreter. Centre for Multicultural Youth.

Checklist: Reviewing translated materials (2005) Centre for Culture, Ethnicity and Health.

Queensland Governments 'Guidelines for Working with an Interpreter' are found in their Making a World of Difference Policy (2004).

Access to Interpreters for funded services varies depending on what department funds them.

Department of Communities funded services and programs

The Department of Communities will reimburse their funded services that use professional interpreting services provided by agencies such as TIS National or local private agencies for clients who have difficulties communicating in English. The department states that interpreters should be accredited by NAATI as a first preference, and should have NAATI recognition as a second preference. In the event that a NAATI accredited or recognised interpreter/translator is not available in the required language, then a qualified professional interpreter may be used. The current process is that all funded services including SAAP services can submit their claim for reimbursement through the Sector Development area of the department. To be eligible for reimbursement, the translating and interpreting services costs must have been incurred when providing a service that is funded by the department.

The contact details for sending reimbursements claims are:
The Director, Sector Development, Youth and Development, GPO Box 806 BRISBANE QLD 4001

FIND OUT MORE: For further details contact Carolyn Hughes, Sector Development, Department of Communities Tel: 3247 4196.

Department of Housing funded services

Community Housing providers under Home Assist Secure, Home and Community Care, Community Rent Scheme, Tenant Advice and Advocacy Service (Queensland) and Community-Managed Housing-Studio Unit Program are eligible for this service. A translating and Interpreting Service National client code has been established which allows fee-free access. The client code will need to be quoted by organisations for delivery of the service at no cost. The Department of Housing will be writing to all their funded agencies to let them know about this new initiative.

FIND OUT MORE: For further details contact your local Department of Housing Office.

Disabilities Services Queensland funded services

Non-Government Organisations funded by Disability Services Queensland can now access fee-free interpreters and translators services through SWITC. All DSQ funded services are eligible including funded mental health and HACC services.

The service can be accessed to support:

Aboriginal and Torres Strait Islanders
People from a culturally and linguistically diverse background including Australian South Sea Islanders
Deaf or hard of hearing who use sign language as their primary mode of communication
Blind or visually impaired who use Braille for written communication

SWITC is administered by DEAF Services Queensland

FIND OUT MORE: Contact Carmel Murphy or Pauline Tanzer on 07 3892 8559 or visit the website at www.switc.org.au

Other resources - Sector specific

Children’s Services

Resources from Inclusive Directions (South Australian service) www.directions.org.au
Welcome to Childcare Translations

FREE pdf downloads provide childcare services and families from a variety of cultural backgrounds a practical way to communicate about child care. Each handbook contains about 16 pages of translations. Available in ENGLISH, ARABIC, BURMESE CHINESE DARI DINKA HINDI INDONESIAN KIRUNDI KOREAN PERSIAN RUSSIAN SPANISH SWAHILI VIETNAMESE
Checklists to use within your service to identify or evaluate areas of cultural inclusion and anti bias practices: Multicultural Childcare Environment Checklist, Multicultural OSHC Environment Checklist

Domestic Violence

Resources from Immigrant Women’s Support Service (Queensland service)
Kids and DV - produced by Immigrant Women’s Support Service the kit includes a resource manual, worksheets, and children’s books
And covers the following areas-
The effects of domestic violence on children (can put links to individual sections):

The interface between child abuse and domestic violence
Accesible and equitable service delivery
Theoretical frameworks and practice applications
Working in a cross-cultural context

Myths and Facts - Women of Non- English Speaking Backgrounds and Violence Fact Sheet

Translated Materials
“What is domestic violence? A reading book for parents and children”. This resource is available in Vietnamese and English, Bosnian and English, and Spanish and English. It is not available in PDF but can be ordered from IWSS. www.iwss.org.au or ph: 07 3846 3490

Information Resources for NESB women who have experienced sexual assault or Domestic Violence -
Translated Materials

Palm Cards on Sexual Assault. This resource briefly defines sexual violence. It is available in Arabic, Chinese, Croatian, Romanian, Serbian, Spanish, Thai and Vietnamese

Sexual Violence is Difficult to Speak About- available in English, Arabic, Chinese, Croation, Farsi, Filipino, Japanese, Serbian, Somali, Spanish, Thai, Tigrinya, Vietnamese

Immigrants Women’s Support Service also has a library contains material relating to domestic violence, sexual abuse and other social issues and services to women, children and young people of non-English speaking backgrounds. There is an emphasis on cross-cultural communication and counselling, multiculturalism, feminism, health care and legal issues. For further information contact IWSS on (07) 3846 3490.

Multicultural Youth

Centre for Multicultural Youth (Victorian Service)
Information sheets can be downloaded from their website- www.cmy.net.au
Does age really matter? (2007) info sheet includes background information about why young people arrive in Australia with different dates of birth on their official documentation, what the implications of this are in terms of settlement and services, and some tips for supporting a young person through the process of changing their documented date of birth.

Young people in Australia’s immigration program (2007) Information sheet provides an overview of the size and make-up of Australia’s immigration program, the processing and entitlements across the different migration streams, and some context regarding young people’s common settlement experiences.

Refugee Young People and Resettlement (2006) provides workers with an overview of some of the common experiences refugee young people face in resettling in Australia. It describes the journey refugees make from their country of origin to Australia – from the refugee experience, flight and time spent in refugee camps, to the pressures young people face in negotiating their new life in Australia.

Refugee and CLD Young People: Definitions (2005). A glossary of definitions for terms relating to culturally and linguistically diverse (CLD) young people. This information sheet does not seek to be prescriptive, but rather provides an overview of concepts and offers some important distinctions between commonly-confused terms.

Involving Migrant and Refugee Young People in Social and Recreational Activities This information sheet assists those running events and activities for migrant and refugee young people by providing useful strategies and tips for facilitating involvement

Making Successful Referrals with Refugee Young People and their Families (2004) This information sheet provides some useful tips and strategies on making successful referrals for people working with refugee young people and their families.

How to Start a Female After School Sports Program (2003) Designed to provide sporting providers, community agencies and workers in the human services sector with a simple step-by-step guide to establishing an after school sport program for CLD young women.

Establishing a Women’s Swimming Program (2003) Information Sheet designed to provide community agencies and workers in the human services sector with a simple step-by-step guide to establishing a women’s swimming program.

What is a Youth Service? A guide for families wanting to find out more about youth services in Australia (2006) 'What is a Youth Service?' has been designed for families who have migrated to Australia and would like to better understand the role of youth services and how they work with young people. PDFs available in: Amharic; Arabic; English; Persian (Farsi); Somali; Tigrinya; Vietnamese

Parent Consent Forms Generic consent form can be adapted for workers seeking to get parental permission for young people to be involved in activities. PDFs available in: Amharic; Arabic; Assyrian; Bosnian; Cambodian (Khmer); Chinese; Dari; English; Pashtu; Samoan; Serbian; Somali; Tigrinya; Turkish; Vietnamese

People with a Disability

Multicultural Development Advocacy Association (NSW) has produced a range of resources in the areas of ethnic diversity and disability including Building Cultural Competence in Disability Services
Cultural Competency Works Manual
Project Guide for working with Ethnic Communities
"Top 10" things for Service Providers to remember when working with Carers of people from a NESB with a disability
"Top 10" things for Service Providers to remember when working with Women from NESB with Disability (or Women who are Carers) who experience violence
Ethnicity and Disability - a mix of publications, research and other resources on different ethnic communities, disability in a cultural and religious context, cultural competence issues and more. Also keep an eye out for our Clearinghouse .
Ethnicity & Disability Factbook - a resource book and starting point for human services wanting to know more about the culture and religion of their consumers and wanting to provide a better, more culturally competent service.
Frequently Asked Questions - a list of the most frequently asked questions MDAA responds to about disability and ethnicity. Students also please check our Student Questions .
Information in Community Languages - information about MDAA and about disability in a range of different community languages as printed documents and audio files.

Less Talk, More Action documents some of the commonly held myths and stereotypes surrounding people from NESB with disability.

Health

Queensland Health has information on many multicultural health related topics including:

Impact of cultural and language on health care
Key issues when communicating with people from multicultural backgrounds
Where to get translated health information
Includes information on the following topics
Practical guide to organising translations
Health and Religion
Religious practices and health care
Religious restrictions and medications
Other useful resources
Languages by countries
World map

Translated information - The Health System in Queensland available in 17 languages

Provides an overview of the health system in Queensland. Topics include the health system, seeing a doctor, medicines, Queensland hospitals, community health centres, dental services, allied health, staying health and preventing illness, health and support services, and, you and the health service system. Available in colour and black and white factsheets and some available in audio (listening files).

Older People

Caring for your community: A Career in Aged Care for Bilingual Staff (2007) Centre for Culture Ethnicity and Health. A booklet to address the growing need for bilingual workers in aged care.

Physical and recreational activity

Keeping Sport Fun and Safe Department of Victorian Communities & Australian Sports Commission - (2005) Codes of behaviour for user-friendly junior sports clubs. Including tips for players, parents and spectators, coaches and teachers, officials, administrators and media. PDFs available in: Amharic; Arabic; Chinese; Croatian; Dari; English; Pashtu; Persian (Farsi); Serbian; Somali; Tigrinya; Vietnamese

Women: Get Active in Sport & Recreation

Practical tip sheet for women on how to get active in sport. Includes: How should I start? Where to find out more about sport and recreation; and Hints for maintaining physical activity. PDFs available in: Amharic; Arabic; English; Somali; Tigrinya; Vietnamese

Involving Migrant and Refugee Young People in Social and Recreational Activities . This information sheet assists those running events and activities for migrant and refugee young people by providing useful strategies and tips for facilitating involvement.

Engaging Culturally and Linguistically Diverse Communities in Physical Activity (2006) examines some issues that service providers may experience in enganging CALD communities in physical activity.