Why is cultural diversity important in service delivery?
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S1: Servicing culturally diverse clients checklist
A checklist to audit your current capacity to service culturally diverse clients and identify areas for improvement.
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S2: Why is culturally appropriate service delivery important
A presentation on why cultural diversity is important in service delivery.
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S3: Importance of cultural diversity in service delivery
A guide on why effective service delivery requires delivering services people need, in the way they would like and need to access them. This will vary according to culture.
What are the implications for our Service Delivery?
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S4: What's your assumption of normal service delivery?
A questionnaire based on your assumption of 'normal' service delivery to identify the key differences and think about how you need to adapt to the identified issues.
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S5: Training and capability development
A checklist to identify your current training and capability development state and identify any gaps with next steps in the process.
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S6: Hiring for diversity checklist
A checklist and associated tips to help your organisation review hiring and promotion practices.
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S7: Defining our target markets
A checklist to determine you are on the right path to defining your organisation target markets.
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S8: Culturally appropriate Service Delivery
A guide on how an organisation must participate and understand the most culturally appropriate forms of service delivery it can provide.
Communication and capability to respond
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S9: Working with translators
A checklist to assist in guiding your organisation to successfully work with interpreters who are people who provide oral (spoken) translation services.
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S10: Working with interpreters
A checklist and guide to guide your organisation to successfully work with interpreters who are people who provide oral (spoken) translation services.
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S11: Reaching out to culturally diverse customers
A template with questions to help consider your audience and how your organisation can best reach culturally diverse clients.
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S12: Meeting needs of culturally diverse customer base
A checklist to assist you in assessing your service meeting the needs of a culturally diverse client base.
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S13: Communication and capability to respond
A guide for client service delivery dependent on effective, succinct and inclusive communication at all levels.
Case studies
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People from culturally and linguistically diverse (CALD) backgrounds experience lower rates of cancer screening than the general population in NSW. The Cancer Institute co-designed with Bilingual Community Education Program coordinators and settlement service providers and developed bowel, breast and cervical-screening flipcharts and facilitator manuals to increase cancer-screening awareness in CALD communities.
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Newcastle City Council identified water safety as an issue for international visitors to the region, realising the simple messages many people grow up with in Australia did not apply to visitors and newly arrived migrants.
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Wagga Wagga is both a Refugee Welcome City and a resettlement area, with a dynamic and growing Cultural and Linguistically Diverse (CALD) community. In response to the growth in this cohort especially as library users, and to promote the ESL collection, the Wagga Library worked with Riverina TAFE to train 20 volunteers to deliver a new spoken English program called Language Café (LC) in 2017.
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Recognising a need to better engage diverse communities, United Voice developed a strategy framework in relation to outreach to existing and potential members from diverse communities.
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In recognition of the need to build a stronger, more sustainable, equitable and inclusive organisation, Uniting developed a 3-year Cultural Diversity Strategy 2017-2020 that governs a whole-of-organisation approach to diversity and inclusion.
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Since 2014 Commonwealth Bank has been working to improve diversity through a range of strategies including the Mosaic program. CommBank has recognised that having a diverse workforce is critical because it reflects society.
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This program was developed by the City of Sydney to engage with the large number of international students living in the city.
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The Lower North Shore Multicultural Network (LNSMN) wanted to produce a plain English, easy-to-understand guide for new arrivals to get them into the rental market.
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A training package was developed based on increasing knowledge, attitudes and skills to assist staff to be able to interact with the wide range of diverse clients in a respectful and supportive manner.
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Settlement Services International (SSI) teamed up with Allianz to offer 46 scholarships to assist refugees in finding work and climbing up the employment ladder by helping young refugees with their schooling and adults gain local recognition for their qualifications.
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The Coffee with a Cop campaign derives from the We Are You strategy used by NSW Police and began in Fairfield around 2013 and has been held more than 30 times in different areas of the Fairfield Local Government Area. The initiative is led by NSW Police, to share a message that the police are part of the community and have a shared goal that can be achieved.
