Cultural Competence Assessment for Organisations

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Step 1 of 9 - Organisation details

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Your Domain Responses and Scores

1. Organisational Values

Organisational values are guiding principles that are reflected in staff behaviours and attitudes as well as in the organisation’s policies and procedures. In this context, cultural competence in values are expressed in an organisation’s commitment to cultural diversity and inclusion. It translates into leaders and staff embracing diversity and respect for cultural diversity being integral to every aspect of an organisation’s work.

1.1 A commitment to cultural competence is promoted in the organisation’s vision and mission statements, goals and values.*

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Comments (Please explain how this is demonstrated)

1.2 Senior staff have clearly assigned roles and responsibilities, outlined in their position descriptions, that support and promote cultural competence. This includes involvement in developing and monitoring cultural competence plans and membership on committees and groups that focus on cultural competence.*

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Comments (Please explain how this is demonstrated)

1.3 A cultural competence plan (or equivalent) has been developed, which includes initiatives and roles for leaders and staff across all levels of the organisation.*

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Comments (Please explain how this is demonstrated)

1.4 A Diversity and Inclusion Policy has been developed, which promotes a workplace that respects and values the diversity of cultures, customs and beliefs among staff and clients.*

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Comments (Please explain how this is demonstrated)

1.5 The organisation has a Code of Conduct and Ethics (or equivalent), which promotes a culture of inclusion and outlines expectations for respecting and valuing cultural diversity.*

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1.6 Public materials and internal communications promote cultural diversity and inclusion through imagery and messaging. For example, publications, websites and social media include images celebrating diversity and staff email signatures and letter-head templates include messaging that promotes inclusion.*

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1.7 Significant cultural dates and events are acknowledged and celebrated. For example, there are notices in social media about cultural festivals and events involving different cultural groups are regularly organised or attended.*

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Comments (Please explain how this is demonstrated)

YOUR RESULT

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1. Organisational Values Score

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1. Organisational Values result

Want to know more about Organisational Values? Click HERE for relevant resources.

2. Governance

Cultural competence in governance occurs when organisations incorporate cultural diversity and inclusion in their goal-setting and decision-making. It is demonstrated through: boards and advisory bodies that represent the interests of local communities; decisions that take into account the issues affecting migrant and refugee populations; and accountability measures that ensure organisations are effectively serving and engaging all communities.

2.1 The board, advisory, planning and project committees include members who represent the interests of local migrant and refugee communities.*

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Comments (Please explain how this is demonstrated)

2.2 Community members from migrant and refugee backgrounds are provided with support to help them participate in governing, planning and advisory bodies. This may include providing interpreters, translated information, transport, training and remuneration.*

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Comments (Please explain how this is demonstrated)

2.3 A commitment to cultural competence is demonstrated in key organisational documents such as strategic and business plans.*

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2.4 Reporting and accountability measures are in place to make sure cultural competence is being effectively implemented across the organisation. For example, plans include cultural competence-related performance indicators and milestones.*

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2.5 The board and senior leaders participate in education on cultural competence. For example, new board members receive cultural competence training as part of induction and participate in regular professional development activities relating to cultural competence.*

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Comments (Please explain how this is demonstrated)

2.6 Anti-discrimination, access and equity principles are incorporated in key organisational policies and procedures including recruitment, staff development and training, language services, grievances and community engagement.*

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Comments (Please explain how this is demonstrated)

YOUR RESULT

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2. Governance Score

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2. Governance result

Want to know more about Governance? Click HERE for relevant resources.

3. Communication

Cultural competence in communication is the ability to understand and effectively respond to the verbal, written and digital communication needs of clients from migrant and refugee backgrounds. It involves taking into consideration culture, language and literacy levels to support clear and effective exchange of information between workers, clients and communities.

3.1 The organisation has a language services policy and procedure, which outlines when and how interpreters, translators and bilingual staff should be engaged in accordance with the language services policy of its state or territory.*

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Comments (Please explain how this is demonstrated)

3.2 The organisation has a plain language policy, which expresses the organisation’s commitment to clear communication and requires all communication to be developed using plain language principles.*

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3.3 A writing guide is available to help staff develop and use plain language communication. The guide is used in training and regularly promoted to staff.*

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3.4 Clients’ right to free interpreter services is widely promoted. For example, the interpreter symbol is displayed at all reception points, clients with low English proficiency are informed about interpreters at first point of contact and clients are provided with translated information about language services.*

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3.5 Techniques to simplify communication and ensure comprehension (e.g. teach-back and health literacy universal precautions) are promoted and utilised as part of standard practice. This is reflected in policies and practice guidelines.*

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3.6 Signage, key administrative documents, consumer information and feedback forms are written in plain language as well as key community languages. For example, intake forms are easy to understand, avoid jargon and acronyms and are translated in the top five languages in the region.*

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3.7 Language services are provided at key stages of intake, assessment and service delivery (including case work, community consultations and project work).*

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3.8 Staff proactively offer assistance to clients who need additional help due to language and/or literacy difficulties. For example, staff assist clients who need help with filling in forms, completing surveys, understanding documents and managing referrals.*

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3.9 Resources are developed in consultation with communities from migrant and refugee backgrounds to ensure they meet community information and literacy needs and are culturally appropriate.*

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3.10 Community members, leaders and service providers working with culturally diverse groups are consulted to determine the most effective channels for information dissemination to communities from migrant and refugee backgrounds.*

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Comments (Please explain how this is demonstrated)

YOUR RESULT

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3. Communication Score

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3. Communication result

Want to know more about Communication? Click HERE for relevant resources.

4. Workforce Development

Cultural competence in workforce development refers to the different ways an organisation supports staff diversity and skills development. It includes training and professional development, access to tools and resources, mentoring, performance management and attracting a culturally diverse workforce.

4.1 Cultural competence is covered in staff induction and orientation. This may include initial cultural competence training, an overview of local area demographics and access to tools and resources on cultural competence.*

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Comments (Please explain how this is demonstrated)

4.2 The organisation has a comprehensive and mandatory training program on cultural competence that addresses the skills and knowledge requirements of all staff, including senior leaders. Ideally, training should incorporate curricula tailored to specific roles such as management, clinical, front-line, administrative, marketing, etc.*

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4.3 Staff cultural competence training needs are regularly assessed. This may occur through performance monitoring and reviews, supervision, staff surveys and needs assessments.*

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4.4 Cultural competence is regarded as a core competency. This is reflected in position descriptions, performance indicators and reviews, work plans and competency assessments.*

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4.5 Policies and strategies are in place to promote the recruitment and retention of a culturally diverse and skilled workforce across all levels of the organisation. This may include: targets for recruiting culturally diverse senior managers and direct service staff; targeted advertising to attract a more diverse pool of candidates (e.g. through ethnic media, sector networks, etc); including bilingualism as a desirable criterion in all positions; and having strategies to address unconscious bias and discrimination in hiring practices.*

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4.6 The skills and knowledge of bilingual and bicultural staff are recognised, valued and appropriately utilised. This might include protocols, guidelines and policies for engaging and supporting bilingual and bicultural staff, remuneration for specific duties and support to reach leadership positions.*

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4.7 Staff supervision effectively addresses and explores cultural issues in a safe and supportive way. For example, supervisors and team leaders have the skills to elicit cultural influences and their impact among staff as well as in the worker-client relationship and reflective practice groups cover cultural issues.*

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4.8 A staff cultural and linguistic profile is maintained, which includes the cultures and languages of staff and volunteers. This profile might be used for setting recruitment targets, for accessing bilingual workers and to promote cultural exchange and knowledge sharing across different cultures.*

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YOUR RESULT

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4. Workforce Development Score

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4. Workforce Development result

Want to know more about Workforce Development? Click HERE for relevant resources.

5. Planning, Monitoring and Evaluation

Cultural competence in planning, monitoring and evaluation means that issues affecting communities from migrant and refugee backgrounds are understood and effectively addressed in regular planning cycles. This is achieved by collecting data, consulting with communities and involving them in designing and reviewing programs, services and policies.

5.1 Data and information about clients and communities from migrant and refugee backgrounds is regularly collected and maintained. This includes country of birth, cultural background and ethnicity, proficiency in spoken English, main language spoken at home and migration status as well as local area demographics and community issues.*

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5.2 Data and information about clients and communities from migrant and refugee backgrounds is used to inform planning and service improvements. For example: the demographics of the region is compared with service utilisation data to identify gaps in service use for different language groups; and data on interpreters is used to budget for language services.*

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5.3 A procedure, guideline or checklist exists, which addresses language and cultural barriers to participation in planning initiatives. For example, guidelines specify the need to use interpreters and target migrant and refugee communities when organising consultations.*

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5.4 Clients and communities from migrant and refugee backgrounds as well as stakeholders representing the needs of these groups are included in working groups and planning committees. These groups provide input in planning new services and initiatives, policy development and in making improvements to current services.*

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5.5 Criteria on cultural diversity are included in the evaluation of programs and projects. For example, there are measures on how effectively projects have reached communities from migrant and refugee backgrounds.*

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YOUR RESULT

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5. Planning, Monitoring and Evaluation Score

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5. Planning, Monitoring and Evaluation result

Want to know more about Planning, Monitoring and Evaluation? Click HERE for relevant resources.

6. Organisational Infrastructure

Cultural competence in organisational infrastructure refers to the resources, facilities and systems within an organisation that promote a culturally responsive, welcoming and inclusive environment for its staff and clients.

6.1 A welcoming physical environment is established through artwork and décor that reflects and celebrates cultural diversity.*

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6.2 Online environments, resources and marketing materials includes imagery and messaging that reflects and celebrates cultural diversity.*

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6.3 Facilities and services accommodate the different needs of clients from migrant and refugee backgrounds. For example, extended opening hours, outreach services, sites in different locations and amenities such as prayer rooms and community meeting spaces.*

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6.4 Resources are monitored and funding is sought to meet the language, literacy and cultural needs of clients from migrant and refugee backgrounds. This includes resources for language services, information technology, learning and development and community engagement.*

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Comments (Please explain how this is demonstrated)

YOUR RESULT

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6. Organisational Infrastructure Score

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6. Organisational Infrastructure result

Want to know more about Organisational Infrastructure? Click HERE for relevant resources.

7. Services and Interventions

Cultural competence in services and interventions occurs when workers have the knowledge and skills to effectively interact and communicate with individuals and groups across cultures. It is demonstrated through workers’ ability to build rapport with clients, understand and appreciate different cultural perspectives and recognise their own biases and assumptions about other people’s beliefs. This requires a positive attitude towards cultural differences and a recognition of the impact of ‘culture’ in social interactions.

7.1 Staff value inclusion and have positive attitudes towards cultural diversity.*

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7.2 Workers recognise the significance of ‘culture’ in their practice. This means they are able to identify and reflect on the impact of their own beliefs, assumptions and biases when interacting with colleagues and clients who have culturally different views.*

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7.3 Client assessment and care planning is holistic. It takes into account culture and customs, language, health beliefs, health literacy, pre-migration experiences and settlement challenges as well as other dimensions of diversity such as gender, age, socio-economic status and ability levels.*

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7.4 Workers are flexible and can respond to clients’ cultural, language and health literacy needs. For example, longer appointment times are booked if an interpreter is needed or if clients wish to involve family members in the session.*

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7.5 Workers use community networks, resources and tools to help them work more effectively with clients from migrants and refugee backgrounds. For example, they have links with bilingual professionals and ethno-specific agencies, groups and networks and use practice guidelines and translated resources.*

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YOUR RESULT

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7. Services and Interventions Score

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7. Services and Interventions result

Want to know more about Services and Interventions? Click HERE for relevant resources.

8. Community Engagement

Cultural competence in community engagement occurs when organisations and migrant and refugee communities work together to identify issues and find solutions. It is about establishing relationships with individuals and groups, sharing information, consulting and working together to plan, design and deliver projects and initiatives that address everyone’s needs.

8.1 A range of measures are in place that involve people from migrant and refugee backgrounds such as community education, consultations and partnership projects.*

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8.2 Support is provided to community partners to help them participate in projects and initiatives. This might include providing interpreters, translated information, financial aid and in-kind contributions.*

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8.3 Relationships exist with bilingual professionals, migrant and refugee community leaders, groups, networks, ethnic media and organisations. These links are used to consult, promote services and projects, share information and collaborate.*

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8.4 Strategies are in place to reach under-represented groups and new and emerging communities. For example, initiating contact with community leaders to identify and respond to the needs of a local newly-arrived refugee community and participating in community events to promote services.*

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8.5 When partnering with communities from migrant and refugee backgrounds, a co-design approach is used that empowers and supports different groups to find solutions that work for them.*

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YOUR RESULT

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8. Community Engagement Score

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8. Community Engagement result

Want to know more about Community Engagement? Click HERE for relevant resources.

Your overall results and explanation

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Your overall score across all domains:

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Maximum Total Score

What your score means?

The maximum score = 150

If you scored between 101 and 150

Your overall score indicates that cultural competence is an important consideration in the way your organisation plans and delivers services to people from migrant and refugee backgrounds. Your organisation values cultural diversity and inclusion and considers the needs and issues affecting vulnerable communities across most domains.

If you scored between 51 and 100

Your overall score indicates that your organisation is taking positive steps towards cultural competence. You are able to demonstrate many elements of cultural competence is the way your organisation plans and delivers services to people from migrant and refugee backgrounds. However, there are also gaps that require attention.

If you scored below 50

Your overall score indicates that although your organisation is taking positive steps towards cultural competence, there are also some significant gaps that require attention.

Next steps:

Whatever your score, it is important for your organisation to continue to build on its strengths and current initiatives, and to develop strategies to address any gaps within the domains. We recommend you develop an Action Plan, using the indicator scores, comments and additional resources sections listed in each domain.

In addition to the resources listed at the end of each section, CEH also offers a range of training options and further resources on cultural competence.

For training, go to: https://www.ceh.org.au/training/

For resources, go to: https://www.ceh.org.au/resource-hub/

If you would like any further information or require additional support, contact us at: https://www.ceh.org.au/contact/

A reminder that cultural competence does not have an endpoint. It is a process that requires ongoing learning and reflection.

Completing this assessment is a great indicator of your commitment to enhancing your organisation's cultural competence, congratulations!

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Cultural Competence Assessment for Organisations

Your Domain Responses and Scores

1. Organisational Values

YOUR RESULT

2. Governance

YOUR RESULT

3. Communication

YOUR RESULT

4. Workforce Development

YOUR RESULT

5. Planning, Monitoring and Evaluation

YOUR RESULT

6. Organisational Infrastructure

YOUR RESULT

7. Services and Interventions

YOUR RESULT

8. Community Engagement

YOUR RESULT

Your overall results and explanation

What your score means?

The maximum score = 150

If you scored between 101 and 150

If you scored between 51 and 100

If you scored below 50

Next steps: