National Cultural Competency Tool (NCCT) - MHiMA

National Cultural

Competency Tool (NCCT) For Mental Health Services

168343_NCCT Cover FINAL.indd 1168343_NCCT Cover FINAL.indd 1 1/09/10 2:28 PM1/09/10 2:28 PM

creo

© 2010 Multicultural Mental Health Australia

This work is copyright. It may be reproduced in whole or in part for study or training purposes subject to the inclusion of an acknowledgement of the source and no commercial usage or sale. Reproduction for purposes other than those indicated requires permission from Multicultural Mental Health Australia (MMHA).

ISBN 1 74080 125 3

For additional copies please contact:Multicultural Mental Health Australia

Locked Bag 7118Parramatta CBDNSW 2124AUSTRALIA

Tel: + 61 2 9840 3333Fax: + 61 2 9840 3388Email: [email protected]: www.mmha.org.au

For any feedback or questions regarding this resource please contact Multicultural Mental Health Australia.

Funded by the Australian Government Department of Health and Ageing.

Developed by Multicultural Mental Health Australia in partnership withthe Mental Health Commission, Government of Western Australia.

Produced by Multicultural Mental Health Australia.

168343_NCCT Book_FINAL.indd 1168343_NCCT Book_FINAL.indd 1 2/09/10 12:09 PM2/09/10 12:09 PM

creo

ACKNOWLEDGEMENTSThe development process for the National Cultural Competency Tool (NCCT) for Mental Health Services was conducted over a twelve month period from July 2009 to June 2010. It included an extensive consultation period with fi fty-two stakeholder representatives in transcultural mental health, mainstream health and mental health, community and other mental health service providers, and culturally and linguistically diverse (CALD) consumers and carers. Consultation entailed a number of methods.

Multicultural Mental Health Australia (MMHA) gratefully acknowledges the contributions made by the many individuals and organisations who have provided their expertise to the development of this signifi cant national resource and to the background material on which the National Cultural Competency Tool is based. This includes:

• Mental Health Directorates in each state and territory• Transcultural Mental Health Centres, Services and Networks in states and territories• Community Mental Health Australia’s National Secretariat, state and territory peaks,

and community mental health sector agencies across Australia• Consumer and carer representatives from Multicultural Mental Health Australia’s Na-

tional CALD Consumer and Carer Reference Groups.

MMHA also acknowledges the valuable work of the Multicultural Forum for Mental Health Practitioners, the Western Australia-based group of mental health clinicians which developed and produced the WA Cultural Competency Standards and Audit Tool (WA Tool) in 2005. The NCCT was adapted, standardised and expanded for national use from the WA Tool in partnership between Multicultural Mental Health Australia and the Mental Health Commission, Government of Western Australia.

Thanks is also extended to the CALD Working Group of the National Standards Implementation Steering Committee for permitting Multicultural Mental Health Australia to contribute its expertise and experience in the development of the National Cultural Competency Standards for Mental Health Services to the development of the Implementation Guidelines for the National Standards for Mental Health Services (NSMHS).

Funding AcknowledgementThis resource was funded by the Australian Government Department of Health and Ageing.

168343_NCCT Book_FINAL.indd 2168343_NCCT Book_FINAL.indd 2 2/09/10 12:09 PM2/09/10 12:09 PM

creo

FOREWORDIt is extremely pleasing to see the production of the National Cultural Competency Tool (NCCT) for Mental Health Services. This practical resource is designed to enhance the capacity of Australia’s mental health workforce to work with people from culturally and linguistically diverse (CALD) backgrounds. Moreover, it represents an exciting and signifi cant step towards improving access and service delivery to CALD communities.

The NCCT has been developed in a partnership between Multicultural Mental Health Australia and the Mental Health Commission, Government of Western Australia. The project involved adapting, standardising and expanding the Western Australian Cultural Competency Audit Tool (WA CCAT) for national use. This project and the ensuing resource is an excellent example of national capacity building through co-operative partnership which builds on demonstrated expertise. The support and involvement of the Mental Health Directorates in each state and territory (through Multicultural Mental Health Australia’s Joint Offi cers Group) has been crucial to the project, from inception to completion.

The design of the tool is based on the premise that organisational culture and practice of mental health services must effectively accommodate an increasingly multicultural consumer population. Mental health services have long acknowledged the need to provide equitable care services to clients from CALD backgrounds. However, a common challenge has been the lack of mechanisms to address this need systematically and consistently.

Accordingly, the NCCT has been designed for use by all mental health services. This includes mainstream, multicultural, clinical, community-based and offi ce-based services in all states and territories, irrespective of size, location or type of service. Its development has been informed through extensive consultation across mental health sectors nationally.

The NCCT is a resource pack consisting of a set of National Cultural Competency Standards and a range of practical aids and strategies. The National Cultural Competency Standards are aligned with Standard 4 - Diversity Responsiveness of the National Standards for Mental Health Services, 2010 and the tool aims to assist services in working progressively to achieve this standard.

I would like to thank the many people involved in the development of the National Cultural Competency Tool, and in particular acknowledge Georgia Zogalis, National Program Manager and Joyce Broughton, Senior Project Offi cer of Multicultural Mental Health Australia.

The NCCT’s implementation will require the commitment and goodwill of government and those in the mental health sector, and I am confi dent that it will play an important role in improving the mental health of all Australian communities.

Professor Abd Malak AMChair, Multicultural Mental Health Australia (MMHA) Executive Director, Workforce DevelopmentSydney West Area Health Service

1 National Cultural Competency Tool (NCCT)For Mental Health Services

Multicutural Mental Health Australia

168343_NCCT Book_FINAL.indd 1168343_NCCT Book_FINAL.indd 1 2/09/10 10:24 AM2/09/10 10:24 AM

creo

5 of 57

Contents INTRODUCTION BACKGROUND

What is Cultural Competency?

What is the National Cultural Competency Tool?

Aims of the National Cultural Competency Tool

What are the National Cultural Competency Standards?

Why do we need the National Cultural Competency Standards and Self-Assessment Checklist?

Development of the National Cultural Competency Standards and Tool

National Standards for Mental Health Services

National Safety and Quality Framework

Organisational Benefits of the Self-Assessment Tool

NCCT Review Date HOW-TO GUIDE

Integrate the NCCT into Routine Organisational Processes

An Ongoing and Progressive Process

Allocated Responsibility for Monitoring the Organisation’s Progress

Practical Aids

Format of the National Cultural Competency Standards

Format of the National Cultural Competency Checklist (the Checklist)

Frequency of an Organisational Self-Assessment of Cultural Competency

Using the National Cultural Competency Standards to Improve Service Delivery

Cultural Competency Training Details THE NATIONAL CULTURAL COMPETENCY STANDARDS EXAMPLE OF A COMPLETED NATIONAL CULTURAL COMPETENCY CHECKLIST NATIONAL CULTURAL COMPETENCY CHECKLIST (for completion) FEEDBACK FORM Appendices

Appendix 1 Clinician Cultural Competency Checklist (Clinician Checklist)

Appendix 2 Staff Orientation Outcomes

Appendix 3 Best Practice Principles for the Use of Interpreters and Language Services Policies for States and Territories

Appendix 4 Further Contacts for States and Territories

BACKGROUND

INTRODUCTION

Contents

9 - 11HOW-TO GUIDE

12 - 17

18 - 34

35 - 45

46

47 - 54

THE NATIONAL CULTURAL COMPETENCY STANDARDS

EXAMPLE OF A COMPLETED NATIONAL CULTURAL COMPETENCY CHECKLIST

NATIONAL CULTURAL COMPETENCY CHECKLIST (for completion)

FEEDBACK FORM

Appendices

3 - 8

3

National Cultural Competency Tool (NCCT)For Mental Health Services

Multicutural Mental Health Australia 2


creo

INTRODUCTIONThis package has been specifi cally designed for use by mental health services in working with people from culturally and linguistically diverse (CALD) backgrounds. The development of this National Cultural Competency Tool (NCCT) for mental health services is an exciting and signifi cant step towards enhancing the capacity of the mental health workforce in working transculturally with an increasingly multicultural population.

‘Historically, people from CALD backgrounds have been, and continue to be under-represented in mental health service access and utilisation fi gures, for both outpatient and most inpatient services. People from CALD backgrounds typically present late to mental health services and are therefore generally more unwell than the mainstream population. A review of the literature also suggests that people of CALD backgrounds receive different treatment to the mainstream population. Specifi cally, practitioners are more likely to prescribe medication at the outset to people of CALD backgrounds than to patients from the mainstream.’ 1

This national tool will assist services in meeting the National Standards for Mental Health Services (NSMHS), which will in turn facilitate effective engagement by the mental health workforce with people from CALD backgrounds. Enhanced competency and confi dence in working transculturally will positively infl uence the recovery process.

BACKGROUND

What is Cultural Competency?

The notion of cultural competency is well established internationally. Cultural competency is characterised by a set of behaviours, attitudes and skills, policies and procedures that help staff to work effectively and effi ciently in a cross-cultural context at all levels within the organisation2.

A literature review on ‘What Underpins Common Relevant Principles in Cultural Competency’ was undertaken in the development of this National Cultural Competency Tool. The national and international literature on what underpins common relevant principles in cultural competency highlights the following key themes:

• Rights (including human rights and the fundamental right of all Australians to access health care which meets their needs)

• Meeting legislative requirements (e.g., Equal Opportunity Acts) • Responsibility (e.g., for action to address rights and legislative requirements)• Diversity (rather than treating everyone the same, acknowledging and respecting cultural

differences and diversity in experiences) • Equity and inclusiveness (such as equality of access and non-discrimination).

1 Commonwealth of Australia 2004, Framework for the implementation of the National Mental Health Plan 2003-2008 in Multicultural Australia, p16.

2 ADAPTED from Siegel C, Haugland G, Chambers ED 2002, Cultural Competency Methodological and Data Strategies to Assess the Quality of Services in Mental Health Systems of Care, New York State Offi ce of Mental Health, New York (unpublished report).

INTR

OD

UCT

ION

BACK

GRO

UN

D




creo

What is the National Cultural Competency Tool?

The National Cultural Competency Tool (NCCT) is an organisational self-assessment tool for use by all mental health services within Australia to enhance the mental health workforce capacity in operating transculturally. The NCCT consists of:

• Background information• A ‘How-to’ section • The National Cultural Competency Standards • An example of a completed National Cultural Competency Checklist – to be used

as a guide• A blank National Cultural Competency Checklist • A Feedback Form• Appendices of practical aids and prompts.

The National Cultural Competency Standards emphasise the relationship between client satisfaction and service delivery outcomes for CALD consumers, as well as the relationship between the overall mental health status of CALD communities and a culturally competent mental health service. The National Cultural Competency Standards apply to all mental health services in Australia regardless of size, location or type and in a range of settings from specialist sectors to community mental health services. These National Cultural Competency Standards are considered applicable for public sector mental health services and for non-government sector services that may also have been funded to deliver mental health programs.

Aims of the National Cultural Competency Tool

The NCCT is a resource pack aimed at facilitating an enhancement of mental health service quality and delivery to clients from a CALD background.

By providing suggestions for implementing and integrating the National Cultural Competency Standards in the mental health workforce, the NCCT will assist the mental health sector in:

• eliminating systemic racism and discrimination• valuing and respecting cultural diversity• assisting services in continually working towards cultural competency.

The National Cultural Competency Standards aim to facilitate Australian mental health services to better understand and appropriately apply the concept of cultural competency in service delivery.

What are the National Cultural Competency Standards?

The following eight National Cultural Competency Standards have been developed specifi cally for the Australian mental health sector:

1. The service’s Strategic Business Plan, or equivalent, recognises the relevance of transcultural mental health issues in service planning, implementation and evaluation.

2. The service collaborates with key mental health government and broader community stakeholders working with people from CALD backgrounds.

3. The service engages in evaluation, research and development of culturally appropriate service delivery relevant to transcultural mental health.

4. The service ensures equitable access for people from culturally and linguistically diverse backgrounds, and their carers and families.

BACKG

ROU

ND

4National Cultural Competency Tool (NCCT)For Mental Health Services



creo

5. The service adheres to a Language Services Policy3.

6. The service makes available and encourages:• mental health cultural competency training for its staff, with independently and

externally evaluated state-endorsed cultural competency training to be used where available, and

• the use of culturally appropriate assessment and planning tools.

7. The service ensures CALD consumer and carer participation in service planning, implementation and evaluation.

8. The service has proactive support from senior management for developing transcultural mental health initiatives.

Why do we need the National Cultural Competency Standards and Self-Assessment Checklist?

Australia’s Culturally and Linguistically Diverse Population

The Australian community is characterised by its increasing cultural diversity. The 2006 census by the Australian Bureau of Statistics identifi ed that almost 44 per cent of Australia’s population were born overseas or had at least one parent born overseas. The Census also identifi ed that 15.8 per cent of the population speak a language other than English at home4. According to the Department of Immigration and Citizenship, those permanently immigrating to Australia in the 2008-09 fi nancial year increased by 10.6% on the previous fi nancial year, with the total number for the year being 224,6195.

CALD (culturally and linguistically diverse) is the current acronym describing people who:

• were born in a country where the national language is not English• are born in Australia but have a parent who comes from a mainly non-English speaking

country• identify with, or have a social orientation towards, a non-English speaking culture6.

The Australian Government7 aims to ensure that ‘all Australians with a mental illness have access to effective and appropriate treatment and community supports to enable them to participate in the community fully’. This right of all Australians includes those from a CALD background who may have different needs to the broader population. The onus, therefore, rests with mental health professionals to provide culturally sensitive and competent services to CALD consumers with mental health needs, their carers and their families.

Australia’s CALD background population includes refugees who have had to overcome huge obstacles towards resettlement and who are often recovering from the effects of torture and trauma. They may be experiencing loss, grief, depression, anger and other emotional diffi culties8. Their ability to recover often relies on their ability to access culturally appropriate services.

3 See Appendix 3 for best practice principles identifi ed by the Commonwealth Ombudsman’s report on the Use of Interpreters (2009) as well as details of the Language Services Policy/Statement for respective states and territories. For states or territories without one, the service should use internally accepted policies or guidelines.

4 Multicultural Mental Health Australia 2009, Synergy Edition 3.5 http://www.immi.gov.au/media/publications/statistics/immigration-update/update-jun09.pdf6 Mental Health Division 2001, A Transculturally-Orientated Mental Health Service for Western Australia,

Department of Health, WA. 7 Commonwealth of Australia 2009, National Mental Health Policy 2008. 8 Centre for Multicultural Youth Issues September 2006, Information Sheet: Refugee Young People

and Resettlement.

BACK

GRO

UN

D




creo

Government Policies

The importance and necessity of mental health services meeting the needs of Australia’s CALD population is highlighted in the following national policies and plans:

National Mental Health Policy 20089

Services should be responsive to the differing needs of people with mental health issues. CALD populations with mental health issues require particular consideration in terms of clinical and community services. Service delivery should be appropriately-tailored, evidence-based, culturally safe and respectful.

Fourth National Mental Health Plan: An agenda for collaborative government action in mental health 2009-201410

The principle of respecting the rights and needs of consumers, carers and families advocates that people from a CALD background are able to either access information in a language they understand, or have access to interpreters. Recognition and awareness of social, religious and cultural diversity and experience in policy and service development should lead to demonstrated cultural competency in the planning and delivery of responsive mental health services. Consideration should be given to facilitating pathways for referral, advocacy or advice for CALD consumers and carers.

Further considerations with particular applicability for CALD communities include:

• the obvious visibility, extensive availability, accessibility and cultural appropriateness of information regarding mental health (including pathways into and through care)

• engagement with CALD communities to improve mental health literacy and awareness, support community resilience and enhance coping strategies

• a transparent and accountable service delivery system that will be measured by relevant key performance indicators agreed upon by consumers and other stakeholders

• effective use of professional interpreting services, and support and, where possible, the promotion of a bilingual workforce.

National Standards for Mental Health Services (2010)

Standard 4 - Diversity Responsiveness requires that mental health services take into account the cultural and social diversity of its consumers and meet their needs, and those of their carers and community, throughout all phases of care.

Legislative Requirements

The NCCT will help services in meeting Commonwealth Government legislative requirements, such as the Racial Discrimination Act 1975 and the Human Rights and Equal Opportunity Act 1986.

9 Commonwealth of Australia 2009, National Mental Health Policy 2008. 10 Commonwealth of Australia 2009, Fourth National Mental Health Plan

BACKG

ROU

ND




creo

National Consistency

There is a consensus amongst all state and territory Mental Health Directorates that mental health services must ensure CALD consumers receive equitable services. However, it is acknowledged that states and territories are at different stages of addressing and achieving cultural competency. Many lack either the mechanisms or resources to achieve this goal. To attain an acceptable level of cultural competency across all mental health services within Australia, all services must be working towards the same standards of cultural competence. A nationally united approach is therefore needed so that there is national consistency in service improvements towards a culturally competent mental health workforce. State and territory Mental Health Directorates supported the development of a set of National Cultural Competency Standards for mental health services, together with a self-assessment tool. Implementing these Standards will facilitate services in achieving cultural competency.

Development of the National Cultural Competency Standardsand Tool

The NCCT was adapted from the WA Cultural Competency Standards and Audit Tool (WA Tool) in partnership between Multicultural Mental Health Australia (MMHA) and the Mental Health Commission, Government of Western Australia. The WA Tool was developed and produced by the Multicultural Forum for Mental Health Practitioners in 2005. This Western Australia-based group of mental health clinicians was a policy and advisory group to the state’s Mental Health Directorate on issues concerning service development and provision for Western Australia’s CALD mental health consumers. The concept for the WA Tool arose from a consensus that the planning, development and evaluation of mental health services often excluded appropriate consideration of the needs of consumers from CALD backgrounds.

Through a process of wide national consultation across a range of stakeholders, including Mental Health Directorates from each state and territory, peak bodies within the public and NGO sectors, and CALD consumers and carers, the WA Tool was adapted and standardised for national use as a resource (the NCCT) for each state and territory jurisdiction.

The NCCT’s development was also underpinned by a concurrent literature review to identify the key themes relevant to cultural competency principles. In addition, a gap analysis was conducted to identify specifi c state and territory needs which could be addressed by the NCCT. As well as identifying the need for cultural competency criteria and Standards, the gap analysis highlighted the need for practical guidelines and tools in order for mental health services to be able to reach the Standards of cultural competency.

The National Cultural Competency Standards were developed to complement the following:

• National Standards for Mental Health Services • National Safety and Quality Framework• The Australian Council on Healthcare Standards (ACHS) Evaluation and Quality

Improvement Program (EQuIP)• Respective Standards adhered to by respective mental health systems across different

state and territory jurisdictions.

The NCCT will assist mental health services in meeting the Standards associated with cultural competency as stipulated in the above respective documents.

BACK

GRO

UN

D




creo

National Standards for Mental Health Services

The NCCT was mapped against the revised National Standards for Mental Health Services (2010) to ensure that the tool is consistent with the criteria associated with Standard 4 - Diversity Responsiveness. The NCCT is an appropriate implementation guide that can be used by mental health services to achieve the Diversity Responsiveness Standard as the service endeavours to become culturally competent.

National Safety and Quality Framework

The NCCT was mapped against the National Safety and Quality Framework to ensure it is congruent with the framework for providing safe and high quality health care for Australia. The NCCT is useful in assisting services to adhere to the National Safety and Quality Framework.

Organisational Benefi ts of the Self-Assessment Tool

Self-assessment of cultural competency should be seen as an ongoing process aimed at enhancing the capacity of the service to:

• effectively monitor and address the needs of the CALD population in the geographical community it serves

• accurately monitor and increase CALD consumer and carer satisfaction with respect to the services it provides

• routinely incorporate cultural diversity principles in the organisational structure, policies and procedures in its strategic planning

• better facilitate access and utilisation by the CALD population in the geographical community it serves

• identify its strengths and weaknesses as it endeavours to provide a culturally competent mental health service delivery

• have access to a ‘snapshot’ of ‘where we’re at’ at a particular point in time in respect to achieving the goal of cultural competency11

• facilitate compliance with national accreditation Standards• minimise potential legal risks by ensuring culturally appropriate supports are in place for

clients from CALD backgrounds9.

NCCT Review Date

A review and evaluation of the NCCT will be undertaken at the end of 2013. To assist in the evaluation and improvement of the NCCT, services are encouraged to complete and return the Feedback Form included in this resource by December 2013. Feedback can be provided to Multicultural Mental Health Australia at any time, using the Feedback Form.

11 Siegel C, Haugland G, Chambers ED 2002, Cultural Competency in Mental Health Systems of Care: Selection and Benchmarking of Performance Measures, New York State Offi ce of Mental Health, New York.

BACKG

ROU

ND




creo

HOW-TO GUIDE

Integrate the NCCT into Routine Organisational Processes

The National Cultural Competency Standards are designed for implementation at the organisational level, based on the view that cultural competence mechanisms must fi rst be in place within the organisation before staff can be expected to achieve cultural competence at an individual level.

The National Cultural Competency Standards are closely aligned with other mental health, health and quality improvement Standards. It is recommended that the National Cultural Competency Standards are integrated into the organisational processes developed by the mental health service to meet the reporting requirements associated with these other Standards.

The National Cultural Competency Checklist (the Checklist) requires the service to review its documentation and processes and record the current status of each Performance Measure associated with each Standard. If the Performance Measure has been achieved, evidence is to be provided. Where a Performance Measure has not been achieved as yet, the service can record what strategies it will put in place to indicate that it is working towards achieving the Performance Measure at the next assessment.

An Ongoing and Progressive Process

Some mental health services will already be on their way to achieving some of the National Cultural Competency Standards. However, many services will be starting from the beginning. It is understood that services are at different levels of working towards cultural competency and are functioning in different contexts and environments. It is therefore vital for the NCCT to be seen as an ongoing and progressive process and for service providers to not feel overwhelmed. It is recommended that service providers commence with the objective of meeting two or three of the Standards at the outset.

The NCCT not only provides a snapshot of where a service is at in its cultural competency goals, it is also an instrument to guide the service as it strives to become culturally competent. Some of these ongoing processes include:

• gaining a true understanding of the community being served• understanding the particular issues facing different groups in relation to utilising

mental health services• putting in place the organisational infrastructure that facilitates access and cultural

responsiveness and sensitivity • monitoring and adapting the ways in which an organisation functions, its accessibility,

availability and utilisation by community members.

The NCCT encourages services to form partnerships and advocates for wider community participation and fl exible service delivery. The active involvement, where available, of state-based Transcultural Mental Health Centres/Services and transcultural networks which have cultivated strong links with the community will ensure that the goal of cultural competency for the service includes improved and increased connections with the wider community.

Allocated Responsibility for Monitoring the Organisation’s Progress

It is recommended that a position, or several positions, within the service be allocated the task of ensuring that the organisation is on track in progressively attempting to meet the National Cultural Competency Standards within an agreed timeframe. These can be existing positions, for example:

HO

W-T

O G

UID

E




creo

• Quality Coordinator• Service Development Coordinator• Multicultural Mental Health Coordinator• Cultural Portfolio Holder• Project Offi cer• other appropriate positions.

Practical Aids

The following appendices are included as practical aids or prompts to assist mental health services in achieving cultural competence:

Appendix 1 Clinician Cultural Competency ChecklistAppendix 2 Staff Orientation OutcomesAppendix 3 Best Practice Principles for the Use of Interpreters and Language Services Policies for States and TerritoriesAppendix 4 Further Contacts for States and Territories.

Format of the National Cultural Competency Standards

The National Cultural Competency Standards comprise eight Standards. Each Standard is made up of the following:

• a statement of the Standard• the Principle that underpins the Standard • Performance Measures.

Standards are broad statements of what is expected of an organisation. A Competency Standard specifi es the application of knowledge, skills, actions or attributes necessary to achieve the standards of performance required in the organisation.

Performance Measures show how close a service is to achieving the Standards. Performance Measures give guidance about how to strive for best practice and quality-assured service provision to CALD communities residing in the service area. The Performance Measures assist a mental health service to implement cultural competency by supporting the integration of cultural competency activities through all service levels.

The Standards and Performance Measures are NOT designed to be worked in sequential order. The service should decide which of the Standards they fi rst wish to achieve, according to priority and the resources available to it. Therefore it is essential to read through all the Standards before commencing implementation.

Format of the National Cultural Competency Checklist (the Checklist)

The Checklist is a self-assessment tool which enables a mental health service to:

• record its achievement of the National Cultural Competency Standards• be guided in improving the quality of care in service delivery to people from

CALD backgrounds.

The Checklist incorporates each Standard, its associated Principle and the Performance Measures into a template. The template is similar to that used for the EQuIP quality Standards. It contains several columns for each Performance Measure. The fi rst column identifi es if the service has achieved a Performance Measure with a ‘Yes/No’ response.

HO

W-TO

GU

IDE




creo

Four action statements for each Performance Measure identify:

• what needs to be reviewed, by when and by whom? (in order to provide an indication of where the service is at)

• what needs to be changed, by when and by whom?• what results or outcomes are expected?• where is the evidence for this Performance Measure located?

In completing the template, the service may cite documentation or processes that can support good practice. However, it is important to emphasise that a response to each Performance Measure should be based on how activities are actually completed and what is achieved, and not exclusively on what is written in policies or procedures manuals. It is recommended that services identify who is responsible for completing the actions to achieve the Performance Measure, and by when, as this will assist in implementing the actions.

Frequency of an Organisational Self-Assessment of Cultural Competency

It is recommended that mental health services undertake an annual self-assessment to chart their progress against the National Cultural Competency Standards, and include it as part of their annual planning and reporting processes.

Using the National Cultural Competency Standards to Improve Service Delivery

The National Cultural Competency Standards were developed to complement the ACHS Evaluation and Quality Improvement Program (EQuIP) within the quality improvement framework. Quality improvement is an approach to organisational development that relies on people within the organisation being committed to constantly looking for better ways to do things. With this approach the overall aim is improved outcomes for CALD clients and communities. Mental health services can use the National Cultural Competency Standards as a tool for quality improvement. This might include:

• reviewing policies or procedures to include cultural competency issues• providing professional development for staff across all levels in

cultural competency• evaluating parts or all of the organisation’s work via the Checklist.

It is not expected that every mental health service will be able to meet every Standard at its fi rst self-assessment. Certain aspects of every mental health service will need improvement and it is good practice to aim for continual improvement, even in areas where Standards have been met. Attaining cultural competency must therefore be regarded as an ongoing and progressive process.

Cultural Competency Training Details

To be effective, cultural competency at the organisational level needs to be supported by cultural competency of individual staff members. Services are strongly encouraged to promote and enable staff to attend appropriate cultural competency training that has been independently and externally evaluated. In some states and territories, independently and externally evaluated state-endorsed training may be available. For further information about training, please see Appendix 4 for contact details.

HO

W-T

O G

UID

E




creo

THE NATIONAL CULTURAL COMPETENCY STANDARDSWorking with the National Cultural Competency Tool (NCCT) on an ongoing basis will assist mental health services to:

• meet Standard 4 - Diversity Responsiveness as specifi ed in the National Standards for Mental Health Services

• meet requirements of the National Safety and Quality Framework • facilitate compliance with accreditation Standards • meet relevant legislative requirements and government policies • achieve cultural competency in service delivery.

The example of a completed National Cultural Competency Checklist included in the NCCT may be used as a guide to demonstrate how the service can assess itself on aspects of cultural competency and the extent to which it is meeting each of the National Cultural Competency Standards.

CULTURAL COMPETENCY STANDARD 1The service’s Strategic Business Plan, or equivalent, recognises the relevance of transcultural mental health issues in service planning, implementation and evaluation.

PrincipleCultural and linguistic diversity must be acknowledged and refl ected in all stages of service planning, implementation and evaluation.

Performance Measures The service has:

1.1 a Strategic Business Plan, or equivalent, clearly stating its commitment to meeting the mental health needs of people from CALD backgrounds

1.2 a policy for ensuring delivery of culturally appropriate services to all cultural groups in the service region

1.3 incorporated a statement about cultural diversity considerations in its recruitment documentation/processes for all positions at the service.

CULTURAL COMPETENCY STANDARD 2The service collaborates with key mental health government and broader community stakeholders working with people from CALD backgrounds 12.

PrincipleTo promote a coordinated approach to providing services, intersectoral links must be established with ethnic community organisations, non-government sectors and government agencies relevant to the specifi ed communities.

12 Please see Appendix 4: Further contacts for States and Territories for assistance in accessing resources and information required to achieve this Standard

THE N

ATION

AL CU

LTURA

L COM

PETENCY STA

ND

ARD

S




creo

Performance MeasuresThe service has:

2.1 ensured there is a position, or positions, allocated the responsibility for implementing the NCCT across the service. Such a position/s could be existing Full Time Equivalents (FTEs)

2.2 liaised, consulted and fostered links with relevant multicultural or ethno-specifi c agencies, organisations or community-relevant resources in the course of client or case management. Linkages and consultations may be with, but are not limited to:

• transcultural mental health centres/services and/or relevant networks in respective state or territory

• migrant resource centres • places of worship• ethnic community organisations • CALD consumer and carer advisory groups

2.3 representation of CALD communities on its internal committees across all levels of service development and delivery

2.4 representation, where possible, on various CALD community associations in its service region

2.5 disseminated information in English and in key CALD languages based on the annually updated profi le of the CALD communities within its service region (see Performance Measure 3.4), via one or more modalities, including print, audio-visual or community information sessions and forums on:

• mental illness prevention• suicide prevention• recovery• mental health promotion• mental health information• stigma reduction• benefi ts and rights of mental health consumers and their carers

to different cultural groups at community venues, including but not limited to:

• community centres• places of worship• schools• ethnic community organisations• refugee services and services for survivors of torture and trauma • CALD Consumer Advisory Groups (CAGs)• children’s, youth and women’s centres• other meeting places deemed important for the specifi ed communities

2.6 ensured that its staff and/or clinicians delivering a mental health program are aware and respectful of:

• existing alternative or complementary health and/or mental health service providers (e.g., traditional ‘folk healers’)

• key individuals in the specifi ed community who may be consulted on religious and spiritual beliefs infl uencing assessment, treatment and management.

THE

NAT

ION

AL

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RDS




creo

CULTURAL COMPETENCY STANDARD 3The service engages in evaluation, research and development of culturally appropriate service delivery relevant to transcultural mental health.

PrincipleStrategies to enhance service delivery for people from culturally and linguistically diverse backgrounds must be evidence-based.


3.1 an organisational culture which promotes research and development relevant to transcultural mental health in consultation with relevant stakeholders, including CALD carers, consumers and their families

3.2 linked with external agencies that have had wide research experience with CALD communities

3.3 protocols for collecting patient or client demographic data that are useful and relevant to the demographic profi le of CALD communities in the given catchment or service area

3.4 generated, through a mapping and needs exercise, or other appropriate information-gathering or research, a profi le of the CALD communities within its service region, which includes information, such as:

• population size of each community• demographic and religious characteristics• socio-economic status• language requirements• relevant community organisations • how best to access the specifi ed communities• cultural sensitivities

and that this profi le is reviewed annually

3.5 conducted research or projects in collaboration, or independently, to measure the needs of the CALD population in its region13. Examples of projects could be:

• looking at the referral patterns or pathways typically taken by CALD consumers who access mental health services in the service catchment area

• determining what kind of programs the CALD communities would like to attend that may be congruent with their explanatory model of psychosocial remediation

• looking at the proportion of people from CALD backgrounds accessing service.

13 It is of upmost importance to ensure research or project methodologies are appropriate for the needs of CALD.

THE N

ATION

AL CU

LTURA

L COM

PETENCY STA

ND

ARD

S




creo

CULTURAL COMPETENCY STANDARD 4The service ensures equitable access for people from culturally and linguistically diverse backgrounds, and their carers and families.

PrincipleThe rights of people from CALD backgrounds, and their carers and families, as set out in the Mental Health statement of rights and responsibilities (1991) and other legislated rights, must be ensured when delivering mental health services.


4.1 informed people from CALD backgrounds and their carers of their rights and responsibilities, using the client’s preferred language and modality, where necessary, when accessing and using the service

4.2 promoted awareness of its programs by disseminating information in English and in appropriate languages, via one or more modalities including print, audio-visual or community information sessions and forums, to different cultural groups in places including, but not limited to:

• local doctors’ surgeries• hospitals• community centres• places of worship• schools• libraries• other meeting places deemed important for the specifi ed communities

(e.g., sporting and cultural clubs, etc)• chemists• family courts• ethnic radio and TV• the service website, if available

4.3 developed policies and procedures to facilitate the accommodation of specifi c culture-based needs of its CALD consumers, their carers and families, such as:

• childcare needs• family roles and obligations • dietary needs• religious needs

4.4 processes in place to access, where available, accredited or suitably competent interpreters who have been trained in mental health interpreting

4.5 conducted assessment, diagnoses and treatment by formally qualifi ed and culturally competent mental health clinicians, and/or provided services by appropriately qualifi ed and culturally competent staff.

THE

NAT

ION

AL

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RDS




creo

CULTURAL COMPETENCY STANDARD 5The service adheres to a Language Services Policy14.

PrinciplePeople from CALD backgrounds have a right to receive the same best practice standard of mental health service as other Australians.


5.1 a Language Services Policy which provides guidelines for booking and effective use of interpreters in accordance with the Language Services Policy for their state or territory. Where no such policy exists, a service needs to adhere to its own existing best practice guidelines in relation to language services

5.2 negotiated with interpreter service agencies to ensure that, where available, accredited or suitably competent interpreters trained in mental health interpreting are booked to the service

5.3 where available, used accredited or suitably competent interpreters, trained in mental health interpreting15

5.4 provided staff training on the:

• effective use of interpreters• principles outlined within the Language Services Policy of the state/territory,

or, where no policy is available, on the best practice language services guidelines upheld by the service

5.5 sought to develop a staff profi le which refl ects the cultural diversity of the wider community; this could include services working together with bilingual workers sourced through relevant networks.

CULTURAL COMPETENCY STANDARD 6The service makes available and encourages:• mental health cultural competency training for its staff, with independently and

externally evaluated state-endorsed cultural competency training to be used where available, and

• the use of culturally appropriate assessment and planning tools.

PrincipleUnderstanding of cultural differences must be incorporated in the development of all mental health programs and services.


6.1 ensured that all staff undergo a mental health cultural competency training program16 within the fi rst 12 months of employment at the mental health service and ongoing annual professional development thereafter. State-endorsed training, that has been independently and externally evaluated, is to be delivered where available

14 See Appendix 3 for best practice principles identifi ed by the Commonwealth Ombudsman’s report on the Use of Interpreters (2009), as well as details of the Language Services Policy/Statement for respective states and territories. For states or territories without one, the service should use internally accepted policies or guidelines.

15 For various reasons it is not advisable or recommended to use family members, friends or carers as interpreters.

16 There is value in having CALD consumers and carers included in a cultural competency training program in order to provide their perspective and lived experience.

THE N

ATION

AL CU

LTURA

L COM

PETENCY STA

ND

ARD

S




creo

6.2 ensured that policy documents specify that assessment instruments or inventories administered on CALD clients are culturally appropriate, and where feasible, are culturally validated

6.3 conducted development and implementation of more culturally appropriate assessment, review and treatment plans

6.4 incorporated cultural competency into staff orientation and performance review requirements.17

CULTURAL COMPETENCY STANDARD 7The service ensures CALD consumer and carer participation in service planning, implementation and evaluation.

PrincipleCALD consumers and carers are involved in the planning, implementation and evaluation of the mental health service.


7.1 consulted with CALD consumers and carers in the planning, implementation and evaluation of policies and programs for the service, so that issues of cultural diversity are incorporated

7.2 engaged suitably trained CALD consumers and carers to deliver services where appropriate (e.g., a peer support service)

7.3 taken satisfaction surveys of CALD clients, translated or interpreted, where needed, in preferred languages to:

• inform continuous improvement• determine cultural appropriateness of various programs delivered by the service• determine cultural competence of staff.

CULTURAL COMPETENCY STANDARD 8The service has proactive support from senior management for developing transcultural mental health initiatives.

PrincipleA formal commitment to dedicating resources is essential to achieve cultural competency.


8.1 budgetary policies and practices that allocate resources and fi scal support to facilitate delivery of evidence-based programs for CALD communities and to assist the service in achieving cultural competency

8.2 genuine and active support for FTEs who are designated the responsibility for monitoring the progress of the service in attaining cultural competency through the implementation of the NCCT.

17 See Appendix 2 for items to include in Staff Orientation Programs.

alth i

Princip

TENCYproactiv

initia

ed, where needed,

ss of varionce of sta

g res

MeasuresThe service ha

sourc

ervic

r dev

CUrvice h

th init

ing resources

ANDARnt for

mpete

THE

NAT

ION

AL

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RDS




creo

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PETE

NCY

CH

ECKL

IST

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 1

:Th

e se

rvic

e’s

Stra

tegi

c Bu

sine

ss P

lan,

or

equi

vale

nt,

reco

gnis

es t

he r

elev

ance

of

tran

scul

tura

l men

tal h

ealt

h is

sues

in s

ervi

ce p

lann

ing,

impl

emen

tati

on

and

eval

uati

on.

Prin

cipl

eCu

ltur

al a

nd li

ngui

stic

div

ersi

ty m

ust

be a

ckno

wle

dged

and

refl

ect

ed in

all

stag

es o

f se

rvic

e pl

anni

ng,

impl

emen

tati

on a

nd e

valu

atio

n.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re e

xpec

ted?

Whe

re is

ev

iden

ce

loca

ted?

1.1

a St

rate

gic

Busi

ness

Pla

n, o

r eq

uiva

lent

, cl

earl

y st

atin

g it

s co

mm

itm

ent

to m

eeti

ng t

he m

enta

l he

alth

nee

ds o

f pe

ople

fro

m C

ALD

bac

kgro

unds

The

serv

ice’

s St

rate

gic

Busi

ness

Pla

n.St

rate

gic

Busi

ness

Pla

n,

incl

udin

g Ac

tion

Pla

n,

need

s to

inco

rpor

ate

stat

emen

ts a

bout

CAL

D

issu

es.

Revi

sed

Stra

tegi

c Bu

sine

ss

Plan

, in

clud

ing

Acti

on P

lan,

in

corp

orat

ing

stra

tegi

es f

or

addr

essi

ng g

aps

in s

ervi

ce

deliv

ery

to C

ALD

clie

ntel

e or

pa

tien

ts.

1.2

a po

licy

for

ensu

ring

del

iver

y of

cul

tura

lly

appr

opri

ate

serv

ices

to

all c

ultu

ral g

roup

s in

the

ser

vice

reg

ion

The

serv

ice’

s Ac

cess

an

d Eq

uity

pol

icy

in

rela

tion

to

CALD

clie

nts,

w

here

ava

ilabl

e.

The

Acce

ss a

nd E

quit

y Po

licy

to w

hich

the

se

rvic

e ad

here

s is

to

incl

ude

rele

vanc

e fo

r CA

LD c

omm

unit

ies

in t

he

serv

ice

regi

on.

Enha

nced

pol

icy

stat

emen

t su

rrou

ndin

g se

rvic

e de

liver

y to

CAL

D c

omm

unit

ies.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST




creo

1.3

inco

rpor

ated

a s

tate

men

t ab

out

cult

ural

di

vers

ity

cons

ider

atio

ns in

its

recr

uitm

ent

docu

men

tati

on/p

roce

sses

for

all

posi

tion

s at

the

ser

vice

.

All r

ecru

itm

ent

polic

ies,

Po

siti

on D

escr

ipti

ons

or P

osit

ion

Dut

y St

atem

ents

, se

lect

ion

crit

eria

, se

lect

ion

pane

l do

cum

enta

tion

, jo

b ad

vert

isem

ents

app

lyin

g to

all

posi

tion

s at

th

e se

rvic

e.

Inco

rpor

ate

stat

emen

t ab

out

cult

ural

div

ersi

ty,

sim

ilar

to s

tate

men

ts

abou

t EE

O a

nd O

HS

in a

ll as

soci

ated

rec

ruit

men

t do

cum

enta

tion

.

All r

ecru

itm

ent

polic

ies,

do

cum

enta

tion

, an

d pr

oced

ures

inco

rpor

ate

stat

emen

ts a

bout

cul

tura

l di

vers

ity.

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 2

:Th

e se

rvic

e co

llabo

rate

s w

ith

key

men

tal h

ealt

h go

vern

men

t an

d br

oade

r co

mm

unit

y st

akeh

olde

rs w

orki

ng w

ith

peop

le f

rom

CAL

D b

ackg

roun

d18.

Prin

cipl

eTo

pro

mot

e a

coor

dina

ted

appr

oach

to

prov

idin

g se

rvic

es,

inte

rsec

tora

l lin

ks m

ust

be e

stab

lishe

d w

ith

ethn

ic c

omm

unit

y or

gani

sati

ons,

non

-gov

ernm

ent

sect

ors

and

gove

rnm

ent

agen

cies

rel

evan

t to

the

spe

cifi e

d co

mm

unit

ies.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re e

xpec

ted?

Whe

re is

ev

iden

ce

loca

ted?

2.1

ensu

red

ther

e is

a p

osit

ion,

or

posi

tion

s, a

lloca

ted

the

resp

onsi

bilit

y fo

r im

plem

enti

ng t

he N

CCT

acro

ss

the

serv

ice.

Suc

h a

posi

tion

/s c

ould

be

exis

ting

Ful

l Ti

me

Equi

vale

nts

(FTE

s)

Aspe

cts

of s

ervi

ce

deliv

ery

incl

udin

g po

ssib

le e

xist

ing

posi

tion

s th

at c

an b

est

faci

litat

e th

e im

plem

enta

tion

of

the

NCC

T.

Resp

onsi

bilit

ies

of

iden

tifi e

d po

siti

on/s

to

be m

odifi

ed t

o ac

com

mod

ate

the

resp

onsi

bilit

y of

im

plem

enti

ng t

he N

CCT.

The

serv

ice

effe

ctiv

ely

wor

ks

tow

ards

ach

ievi

ng c

ultu

ral

com

pete

ncy.

2.2

liais

ed,

cons

ulte

d an

d fo

ster

ed li

nks

wit

h re

leva

nt m

ulti

cult

ural

or

ethn

o-sp

ecifi

c ag

enci

es,

orga

nisa

tion

s or

com

mun

ity-

rele

vant

res

ourc

es in

th

e co

urse

of

clie

nt o

r ca

se m

anag

emen

t.Li

nkag

es a

nd c

onsu

ltat

ions

may

be

wit

h, b

utar

e no

t lim

ited

to:

• tr

ansc

ultu

ral m

enta

l hea

lth

cent

res/

serv

ices

an

d/or

rel

evan

t ne

twor

ks in

res

pect

ive

stat

e or

ter

rito

ry

• m

igra

nt r

esou

rce

cent

res

•

plac

es o

f w

orsh

ip•

ethn

ic c

omm

unit

y or

gani

sati

ons

• CA

LD c

onsu

mer

and

car

er a

dvis

ory

grou

p

Curr

ent

links

wit

h tr

ansc

ultu

ral/

ethn

ic

com

mun

ity

orga

nisa

tion

s.

Link

s w

ith

rele

vant

st

akeh

olde

rs in

the

co

mm

unit

y to

bec

ome

mor

e pa

rtic

ipat

ory

and

proa

ctiv

e.

Enha

nced

link

s w

ith

CALD

co

mm

unit

ies

and

stak

ehol

ders

re

sult

ing

in b

ette

r se

rvic

e de

liver

y to

CAL

D c

lient

s ac

cess

ing

the

serv

ice.

18 P

leas

e se

e A

ppen

dix

4: F

urth

er c

onta

cts

for

Stat

es a

nd T

erri

tori

es w

hich

can

ass

ist

serv

ices

in a

cces

sing

res

ourc

es a

nd in

form

atio

n re

quir

ed t

o ac

hiev

e th

is S

tand

ard.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST

20Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services


creo

2.3

repr

esen

tati

on o

f CA

LD c

omm

unit

ies

on it

s in

tern

al

com

mit

tees

acr

oss

all l

evel

s of

ser

vice

dev

elop

men

t an

d de

liver

y

Term

s of

Ref

eren

ces

of

inte

rnal

com

mit

tees

w

ithi

n th

e se

rvic

e.

The

serv

ice

is t

o en

sure

th

at C

ALD

rep

rese

ntat

ion

is in

clud

ed in

all

Term

s of

Ref

eren

ces

of r

elev

ant

com

mit

tees

wit

hin

the

serv

ice.

Impr

oved

link

s w

ith

vari

ous

CALD

com

mun

itie

s in

the

se

rvic

e re

gion

. O

ver

tim

e (1

ye

ar)

this

will

hel

p de

velo

p be

tter

tar

gete

d se

rvic

es f

or

CALD

clie

nts.

2.4

repr

esen

tati

on,

whe

re p

ossi

ble,

on

vari

ous

CALD

co

mm

unit

y as

soci

atio

ns in

its

serv

ice

regi

onD

ocum

enta

tion

de

mon

stra

ting

tha

t re

pres

enta

tive

s of

the

se

rvic

e ar

e pa

rtic

ipat

ing

in m

eeti

ngs,

whe

re

appr

opri

ate,

hel

d by

tar

gete

d CA

LD

asso

ciat

ions

.

The

serv

ice

is t

o ad

opt

a pr

oact

ive

appr

oach

ai

med

at

ensu

ring

clo

ser

invo

lvem

ent

wit

h th

e bo

ards

of

man

agem

ent

of

targ

eted

CAL

D c

omm

unit

y as

soci

atio

ns.

Impr

oved

link

s w

ith

vari

ous

CALD

com

mun

itie

s in

the

se

rvic

e re

gion

. O

ver

tim

e (1

ye

ar)

this

will

dev

elop

bet

ter

serv

ice

deliv

ery

for

CALD

cl

ient

s ac

cess

ing

the

serv

ice.

2.5

diss

emin

ated

info

rmat

ion

in E

nglis

h an

d in

key

CAL

D

lang

uage

s ba

sed

on t

he a

nnua

lly u

pdat

ed p

rofi l

e of

th

e CA

LD c

omm

unit

ies

wit

hin

its

serv

ice

regi

on

(see

Per

form

ance

Mea

sure

3.4

), v

ia o

ne o

r m

ore

mod

alit

ies,

incl

udin

g pr

int,

aud

io-v

isua

l or

com

mun

ity

info

rmat

ion

sess

ions

and

for

ums

on:

• m

enta

l illn

ess

prev

enti

on•

suic

ide

prev

enti

on•

reco

very

• m

enta

l hea

lth

prom

otio

n•

men

tal h

ealt

h in

form

atio

n•

stig

ma

redu

ctio

n•

bene

fi ts

and

righ

ts o

f m

enta

l hea

lth

cons

umer

s an

d th

eir

care

rs

Any

curr

ent

exis

ting

in

form

atio

n on

men

tal

illne

ss,

prev

enti

on,

reco

very

, et

c.

Feas

ibili

ty f

or p

rodu

cing

tr

ansl

ated

ver

sion

s,

in p

rint

ed o

r ot

her

mod

alit

ies

Appr

opri

aten

ess

to

addr

ess

this

cri

teri

on

acro

ss a

wid

er a

rea

(e.g

., w

ith

othe

r se

rvic

es

that

pro

vide

a m

enta

l he

alth

pro

gram

)

The

serv

ice

is t

o de

velo

p vi

able

mea

ns t

o ac

cess

fu

ndin

g an

d ap

prop

riat

e st

aff

reso

urce

s to

ac

hiev

e th

is P

erfo

rman

ce

Mea

sure

.

The

serv

ice

is t

o ex

plor

e th

e po

ssib

ility

of

linki

ng

its

web

site

wit

h th

at o

f ha

ve C

ALD

com

mun

ity

grou

p w

ebsi

tes.

Enha

nced

rel

atio

nshi

ps w

ith

CALD

com

mun

itie

s in

the

se

rvic

e re

gion

. Th

is w

ill le

ad

to b

ette

r se

rvic

e de

liver

y to

CA

LD c

lient

s ac

cess

ing

the

serv

ice.

The

serv

ice

has

deve

lope

d a

suit

e of

pri

nted

mat

eria

ls

in d

iffe

rent

lang

uage

s th

at

can

be d

istr

ibut

ed t

o gr

oups

. Th

e se

rvic

e w

ebsi

te h

as a

de

dica

ted

page

for

CAL

D

clie

nts,

wit

h ap

prop

riat

e lin

ks

to C

ALD

com

mun

ity

grou

ps

and

reso

urce

s.

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

to d

iffe

rent

cul

tura

l gro

ups

at c

omm

unit

yve

nues

, in

clud

ing

but

not

limit

ed t

o:•

com

mun

ity

cent

res

• pl

aces

of

wor

ship

• sc

hool

s•

ethn

ic c

omm

unit

y or

gani

sati

ons

• re

fuge

e se

rvic

es a

nd s

ervi

ces

for

surv

ivor

s of

to

rtur

e an

d tr

aum

a •

CALD

Con

sum

er A

dvis

ory

Gro

ups

(CAG

s)•

child

ren’

s, y

outh

and

wom

en’s

cen

tres

• ot

her

mee

ting

pla

ces

deem

ed im

port

ant

for

the

spec

ifi ed

com

mun

itie

s

2.6

ensu

red

that

its

staf

f an

d/or

clin

icia

ns d

eliv

erin

g a

men

tal h

ealt

h pr

ogra

m a

re a

war

e an

d re

spec

tful

of:

• ex

isti

ng a

lter

nati

ve o

r co

mpl

emen

tary

hea

lth

and/

or m

enta

l hea

lth

serv

ice

prov

ider

s (e

.g.,

tra

diti

onal

‘fo

lk h

eale

rs’)

• ke

y in

divi

dual

s in

the

spe

cifi e

d co

mm

unit

y w

ho

may

be

cons

ulte

d on

rel

igio

us a

nd s

piri

tual

be

liefs

infl ue

ncin

g as

sess

men

t, t

reat

men

t an

d m

anag

emen

t.

The

exte

nt t

o w

hich

the

se

rvic

e ha

s en

deav

oure

d to

fos

ter

links

wit

h ke

y co

mm

unit

y or

gani

sati

ons

and

the

avai

labi

lity

of

evid

ence

of

thes

e ef

fort

s.

The

serv

ice

is t

o ac

know

ledg

e an

d ac

tive

ly

supp

ort

for

incl

usio

n in

its

prot

ocol

s, t

he im

port

ance

of

init

iati

ng t

hese

re

lati

onsh

ips

and

ensu

ring

its

sust

aina

bilit

y.

Staf

f en

gage

d in

clie

nt

cont

act

will

be

bett

er a

war

e of

cul

tura

l infl

uen

ces

on

illne

ss p

rese

ntat

ion

and

the

clie

nt’s

exp

lana

tory

mod

el

of t

heir

pre

sent

atio

n.

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 3

:Th

e se

rvic

e en

gage

s in

eva

luat

ion,

res

earc

h an

d de

velo

pmen

t of

cul

tura

lly a

ppro

pria

te s

ervi

ce d

eliv

ery

rele

vant

to

tran

scul

tura

l men

tal h

ealt

h.

Prin

cipl

eSt

rate

gies

to

enha

nce

serv

ice

deliv

ery

for

peop

le f

rom

cul

tura

lly a

nd li

ngui

stic

ally

div

erse

bac

kgro

unds

mus

t be

evi

denc

e-ba

sed.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re e

xpec

ted?

Whe

re is

ev

iden

ce

loca

ted?

3.1

an o

rgan

isat

iona

l cul

ture

whi

ch p

rom

otes

res

earc

h an

d de

velo

pmen

t re

leva

nt t

o tr

ansc

ultu

ral m

enta

l he

alth

in c

onsu

ltat

ion

wit

h re

leva

nt s

take

hold

ers,

in

clud

ing

CALD

car

ers,

con

sum

ers

and

thei

r fa

mili

es

Serv

ice

polic

y on

res

earc

h an

d de

velo

pmen

t.

Serv

ice

polic

y on

st

aff

deve

lopm

ent

and

wor

k re

leas

e to

un

dert

ake

Rese

arch

and

D

evel

opm

ent

(R&

D).

Serv

ice

polic

y on

Acc

ess

and

Equi

ty.

Serv

ice

need

s to

pro

mot

e or

gani

sati

onal

cul

ture

va

luin

g R&

D,

evid

ence

d by

man

agem

ent

supp

ort

and

sum

mar

y re

port

s of

R&

D.

CALD

issu

es id

entifi e

d as

pri

orit

y ar

eas

in R

&D

po

licy.

Serv

ice

mak

es f

undi

ng

avai

labl

e to

rel

ease

sta

ff

for

R&D

init

iati

ves.

Serv

ice

cond

ucts

at

leas

t on

e pi

ece

of r

esea

rch

on C

ALD

is

sues

per

yea

r. T

he r

esul

ts o

f th

e re

sear

ch a

re t

rans

late

d in

to im

prov

ed s

ervi

ce d

eliv

ery

to C

ALD

clie

nts.

3.2

linke

d w

ith

exte

rnal

age

ncie

s th

at h

ave

had

wid

e re

sear

ch e

xper

ienc

e w

ith

CALD

com

mun

itie

s Th

e se

rvic

e lin

ks w

ith

thei

r re

spec

tive

sta

te

Tran

scul

tura

l Men

tal

Hea

lth

Cent

re/S

ervi

ce

(whe

re a

vaila

ble)

, un

iver

siti

es a

nd/o

r ot

her

rele

vant

cen

tres

.

The

serv

ice

is t

o fa

cilit

ate

enga

gem

ent

of s

taff

wit

h ag

enci

es t

hat

unde

rtak

e re

sear

ch b

y ad

equa

tely

su

ppor

ting

the

m in

thi

s ro

le w

ith

addi

tion

al

reso

urce

s.

The

serv

ice

has

reci

proc

al

rela

tion

ship

s w

ith

agen

cies

th

at e

ngag

e in

res

earc

h to

en

hanc

e it

s kn

owle

dge

of

and

serv

ice

deliv

ery

for

CALD

cl

ient

s.

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

3.3

prot

ocol

s fo

r co

llect

ing

pati

ent

or c

lient

de

mog

raph

ic d

ata

that

are

use

ful a

nd r

elev

ant

to t

he d

emog

raph

ic p

rofi l

e of

CAL

D c

omm

unit

ies

in t

he g

iven

cat

chm

ent

or s

ervi

ce a

rea

Pati

ent

adm

issi

on o

r cl

ient

dem

ogra

phic

dat

a fo

rms

and

prot

ocol

s.

Dem

ogra

phic

profi l

e of

CA

LD c

omm

unit

ies

in

the

give

n ca

tchm

ent

or

serv

ice

area

.

Pati

ent

adm

issi

on o

r cl

ient

dem

ogra

phic

dat

a fo

rms

and

prot

ocol

are

to

be

amen

ded

to e

nsur

e th

at d

ata

abou

t cl

ient

s fr

om C

ALD

bac

kgro

unds

is

col

late

d. P

arti

cula

r at

tent

ion

is t

o be

di

rect

ed t

o co

llect

ing

data

abo

ut s

econ

d ge

nera

tion

Aus

tral

ians

.

Pati

ent

adm

issi

on o

r cl

ient

de

mog

raph

ic d

ata

form

s an

d pr

otoc

ol c

orre

ctly

col

late

da

ta a

bout

the

ser

vice

’s C

ALD

cl

ient

s. T

he c

olle

ctio

n of

dat

a an

d it

s an

alys

is w

ill e

nabl

e th

e se

rvic

e to

app

ropr

iate

ly

dire

ct f

unds

and

res

ourc

es t

o th

is c

lient

gro

up.

3.4

gene

rate

d, t

hrou

gh a

map

ping

and

nee

ds e

xerc

ise,

or

oth

er a

ppro

pria

te in

form

atio

n ga

ther

ing

or

rese

arch

, a

profi

le o

f th

e CA

LD c

omm

unit

ies

wit

hin

its

serv

ice

regi

on,

whi

ch in

clud

es

info

rmat

ion,

suc

h as

:•

popu

lati

on s

ize

of e

ach

com

mun

ity

• de

mog

raph

ic a

nd r

elig

ious

cha

ract

eris

tics

• so

cio-

econ

omic

sta

tus

• la

ngua

ge r

equi

rem

ents

• re

leva

nt c

omm

unit

y or

gani

sati

ons

• ho

w b

est

to a

cces

s th

e sp

ecifi

ed c

omm

unit

ies

• cu

ltur

al s

ensi

tivi

ties

and

that

thi

s pr

ofi le

is r

evie

wed

ann

ually

All d

ata

colle

cted

via

pa

tien

t ad

mis

sion

or

clie

nt d

emog

raph

ic d

ata

form

s in

to t

he s

ervi

ce’s

da

ta b

ase

to e

nsur

e ac

cura

cy is

refl

ect

ed.

ABS

CALD

com

mun

ity

profi

les

data

obt

aine

d.

Com

mun

ity

dem

ogra

phic

s in

form

atio

n ob

tain

ed

from

tra

nscu

ltur

al m

enta

l he

alth

cen

tres

/ser

vice

s.

The

serv

ice

is t

o lia

ise

wit

h th

e ap

prop

riat

e da

ta

info

rmat

ion

bran

ch a

t th

e St

ate’

s M

enta

l Hea

lth

dire

ctor

ate

to c

reat

e an

nual

upd

ates

on

CALD

cl

ient

s in

ser

vice

reg

ion.

The

serv

ice

is t

o lia

ise

wit

h AB

S an

d/or

tra

nscu

ltur

al m

enta

l he

alth

cen

tres

/ser

vice

s to

rev

iew

com

mun

ity

profi

les.

Serv

ice

man

agem

ent

has

good

und

erst

andi

ng o

f CA

LD

dem

ogra

phic

dat

a an

d re

sour

ce im

plic

atio

ns f

or

serv

icin

g CA

LD c

lient

s.

3.5

cond

ucte

d re

sear

ch o

r pr

ojec

ts in

col

labo

rati

on,

or

inde

pend

entl

y, t

o m

easu

re t

he n

eeds

of

the

CALD

po

pula

tion

in it

s re

gion

19.

Exam

ples

of

proj

ects

cou

ld

be:

• lo

okin

g at

the

ref

erra

l pat

tern

s or

pat

hway

s ty

pica

lly t

aken

by

CALD

con

sum

ers

who

ac

cess

men

tal h

ealt

h se

rvic

es in

the

ser

vice

ca

tchm

ent

area

• de

term

inin

g w

hat

kind

of

prog

ram

s th

e CA

LD

com

mun

itie

s w

ould

like

to

atte

nd t

hat

may

be

con

grue

nt w

ith

thei

r ex

plan

ator

y m

odel

of

psyc

hoso

cial

rem

edia

tion

• lo

okin

g at

the

pro

port

ion

of p

eopl

e fr

om C

ALD

ba

ckgr

ound

s ac

cess

ing

serv

ice.

Serv

ice

polic

y on

re

sear

ch in

itia

tive

s.

Rece

nt p

roje

cts

unde

rtak

en.

The

serv

ice

has

iden

tifi e

d an

d pr

iori

tise

d th

e to

p 5

need

s of

CAL

D c

lient

s in

it

s re

gion

.

The

serv

ice

has

iden

tifi e

d 2

proj

ect

init

iati

ves

to

impl

emen

t in

nex

t 12

mon

ths,

thr

ough

pa

rtne

ring

wit

h CA

LD

cons

umer

s an

d ca

rers

to

iden

tify

gap

s an

d de

fi cit

s in

ser

vice

del

iver

y.

The

serv

ice

effe

ctiv

ely

addr

esse

s id

entifi e

d un

met

m

enta

l hea

lth

need

s of

CAL

D

clie

nts

in it

s re

gion

.

The

serv

ice

is m

ore

awar

e of

the

nee

ds o

f th

e CA

LD

popu

lati

on in

its

regi

on.

The

serv

ice

has

deve

lope

d a

CALD

con

sum

er a

nd

care

r p

artn

ersh

ip m

odel

fo

r im

plem

enti

ng s

ervi

ce

init

iati

ves.

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

19 P

leas

e se

e A

ppen

dix

4: F

urth

er c

onta

cts

for

Stat

es a

nd T

erri

tori

es w

hich

can

ass

ist

serv

ices

in a

cces

sing

res

ourc

es a

nd in

form

atio

n re

quir

ed t

o ac

hiev

e th

is S

tand

ard.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 4

:Th

e se

rvic

e en

sure

s eq

uita

ble

acce

ss f

or p

eopl

e fr

om c

ultu

rally

and

ling

uist

ical

ly d

iver

se b

ackg

roun

ds,

and

thei

r ca

rers

and

fam

ilies

.

Prin

cipl

eTh

e ri

ghts

of

peop

le f

rom

CAL

D b

ackg

roun

ds,

and

thei

r ca

rers

and

fam

ilies

, as

set

out

in t

he M

enta

l H

ealt

h st

atem

ent

of r

ight

s an

d re

spon

sibi

liti

es (

1991

) an

d ot

her

legi

slat

ed r

ight

s, m

ust

be e

nsur

ed w

hen

deliv

erin

g m

enta

l hea

lth

serv

ices

. Pe

rfor

man

ce M

easu

res:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re e

xpec

ted?

Whe

re is

ev

iden

ce

loca

ted?

4.1

info

rmed

peo

ple

from

CAL

D b

ackg

roun

ds a

nd t

heir

ca

rers

of

thei

r ri

ghts

and

res

pons

ibili

ties

, us

ing

the

clie

nt’s

pre

ferr

ed la

ngua

ge a

nd m

odal

ity,

whe

re

nece

ssar

y, w

hen

acce

ssin

g an

d us

ing

the

serv

ice

Staf

f in

duct

ion

and

trai

ning

mat

eria

l.

Whe

re a

vaila

ble,

a

revi

ew o

f th

e Pa

tien

ts’

Char

ter

need

s to

tak

e pl

ace

to e

nsur

e th

at

it is

ling

uist

ical

ly

appr

opri

ate.

Staf

f in

duct

ion

and

prof

essi

onal

dev

elop

men

t m

ater

ials

are

to

prom

ote

need

to

info

rm C

ALD

cl

ient

s of

the

ir r

ight

s an

d re

spon

sibi

litie

s at

fi rs

t co

ntac

t w

ith

the

serv

ice

and

thro

ugho

ut s

ervi

ce u

se.

Whe

re a

vaila

ble,

the

Pa

tien

ts’

Char

ter

is t

o be

tra

nsla

ted

into

key

la

ngua

ges.

Info

rmat

ion

is a

vaila

ble

in d

iffe

rent

lang

uage

s ou

tlin

ing

CALD

clie

nt r

ight

s an

d re

spon

sibi

litie

s.

Incr

ease

d fe

edba

ck f

rom

CAL

D

clie

nts

info

rmin

g th

e se

rvic

e of

the

ir le

vel o

f sa

tisf

acti

on

wit

h th

e se

rvic

e.

Appr

opri

atel

y tr

ansl

ated

in

form

atio

n on

rig

hts

and

resp

onsi

bilit

ies

of c

lient

s gi

ven

to C

ALD

clie

nts,

car

ers

and

fam

ily m

embe

rs w

hen

fi rst

acc

essi

ng s

ervi

ce.

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

4.2

prom

oted

aw

aren

ess

of it

s pr

ogra

ms

by

diss

emin

atin

g in

form

atio

n in

Eng

lish

and

in

appr

opri

ate

lang

uage

s, v

ia o

ne o

r m

ore

mod

alit

ies

incl

udin

g pr

int,

aud

io-v

isua

l, o

r co

mm

unit

y in

form

atio

n se

ssio

ns a

nd f

orum

s,

to d

iffe

rent

cul

tura

l gro

ups

in p

lace

s in

clud

ing,

bu

t no

t lim

ited

to:

•

loca

l doc

tors

’ su

rger

ies

• ho

spit

als

• co

mm

unit

y ce

ntre

s•

plac

es o

f w

orsh

ip•

scho

ols

• lib

rari

es•

othe

r m

eeti

ng p

lace

s de

emed

impo

rtan

t fo

rth

e sp

ecifi

ed c

omm

unit

ies

(e.g

., s

port

ing

and

cult

ural

clu

bs,

etc)

• ch

emis

ts•

fam

ily c

ourt

s•

ethn

ic r

adio

and

TV

• th

e se

rvic

e w

ebsi

te,

if a

vaila

ble

Any

exis

ting

con

sum

er

or c

arer

res

ourc

e,

info

rmat

ion

abou

t th

e se

rvic

e, p

rint

ed o

r ot

herw

ise,

to

ensu

re

it is

tra

nsla

ted

in

appr

opri

ate

lang

uage

s.

Polic

ies

and

proc

edur

es

for

deve

lopi

ng c

onsu

mer

an

d ca

rer

reso

urce

or

info

rmat

ion

abou

t th

e se

rvic

e ar

e to

mee

t th

e lin

guis

tic

need

s of

CAL

D

com

mun

itie

s in

the

ser

vice

re

gion

and

to

be w

idel

y di

ssem

inat

ed.

Enha

nced

aw

aren

ess

abou

t th

e se

rvic

e an

d it

s pr

ogra

ms

for

CALD

com

mun

itie

s, le

adin

g to

hig

her

rate

s of

ser

vice

ac

cess

and

impr

oved

ser

vice

de

liver

y to

CA

LD c

lient

s.

4.3

deve

lope

d po

licie

s an

d pr

oced

ures

to

faci

litat

e th

e ac

com

mod

atio

n of

spe

cifi c

cul

ture

-bas

ed n

eeds

of

its

CALD

con

sum

ers,

the

ir c

arer

s an

d fa

mili

es,

such

as:

• ch

ildca

re n

eeds

• fa

mily

rol

es a

nd o

blig

atio

ns•

diet

ary

need

s•

relig

ious

nee

ds

Exis

ting

pol

icie

s an

d pr

oced

ures

for

the

m

anag

emen

t of

CAL

D

clie

nts

and

wor

king

in

par

tner

ship

wit

h th

e cl

ient

s’ c

arer

s an

d fa

mili

es.

Polic

ies

and

proc

edur

es

gove

rnin

g CA

LD c

lient

wor

k ar

e to

inco

rpor

ate fl e

xibi

lity

and

scop

e to

acc

omm

odat

e sp

ecifi

c cu

ltur

e-ba

sed

need

s.

Enha

nced

rel

atio

nshi

ps w

ith

CALD

com

mun

itie

s, le

adin

g to

cu

ltur

ally

-res

pons

ive

serv

ice

deliv

ery.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

4.4

proc

esse

s in

pla

ce t

o ac

cess

, w

here

ava

ilabl

e,

accr

edit

ed o

r su

itab

ly c

ompe

tent

inte

rpre

ters

who

ha

ve b

een

trai

ned

in m

enta

l hea

lth

inte

rpre

ting

The

serv

ice’

s po

licy

and

budg

et li

nes

for

acce

ssin

g in

terp

rete

rs.

Proc

edur

es a

nd

prot

ocol

s fo

r st

aff

and/

or c

linic

ians

to

disc

uss

conc

erns

wit

h In

terp

rete

r Se

rvic

es,

whe

n th

ey a

rise

.

The

serv

ice

is t

o ha

ve

proc

esse

s in

pla

ce t

o en

able

st

aff

to r

eadi

ly a

cces

s In

terp

rete

r Se

rvic

es.

The

serv

ice

is t

o ha

ve a

n ap

prop

riat

e bu

dget

for

In

terp

rete

r Se

rvic

es.

Polic

ies

are

to b

e de

velo

ped

for

occa

sion

s w

hen

accr

edit

ed in

terp

rete

r or

su

itab

ly c

ompe

tent

ser

vice

s ar

e no

t av

aila

ble.

Effe

ctiv

e la

ngua

ge s

ervi

ce

prov

isio

n le

adin

g to

bet

ter

clin

ical

out

com

e.

4.5

cond

ucte

d as

sess

men

t, d

iagn

oses

and

tre

atm

ent

by f

orm

ally

qua

lifi e

d an

d cu

ltur

ally

com

pete

nt

men

tal h

ealt

h cl

inic

ians

, an

d/or

pro

vide

d se

rvic

es b

y ap

prop

riat

ely

qual

ifi ed

and

cul

tura

lly

com

pete

nt s

taff

.

Whe

re a

vaila

ble,

any

ex

isti

ng A

cces

s an

d Eq

uity

Pol

icy

rele

vant

to

CAL

D c

lient

s ac

cess

ing

the

serv

ice.

Clin

icia

n’s

acce

ss t

o co

nsul

t w

ith

expe

rts

in t

he t

rans

cult

ural

m

enta

l hea

lth

sect

or

who

may

be

exte

rnal

to

the

serv

ice.

The

Acce

ss a

nd E

quit

y Po

licy

adhe

red

to b

y th

e se

rvic

e,

cons

ider

s th

e ne

eds

of C

ALD

cl

ient

s.

Prof

essi

onal

dev

elop

men

t is

to

be o

ffer

ed t

o cl

inic

ians

. Th

e se

rvic

e is

to

faci

litat

e su

perv

isio

n an

d/or

con

sult

atio

n be

twee

n cl

inic

ians

and

exp

erts

in

tran

scul

tura

l men

tal h

ealt

h se

ctor

.

Asse

ssm

ent

and

diag

nosi

s of

CA

LD c

lient

s is

con

duct

ed

confi

den

tly

by c

ultu

rally

co

mpe

tent

clin

icia

ns,

supp

orte

d by

exp

erti

se

exte

rnal

to

the

serv

ice,

whe

re

nece

ssar

y.

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 5

:Th

e se

rvic

e ad

here

s to

a L

angu

age

Serv

ices

Pol

icy20

.

Prin

cipl

ePe

ople

fro

m C

ALD

bac

kgro

unds

hav

e a

righ

t to

rec

eive

the

sam

e be

st p

ract

ice

stan

dard

of

men

tal h

ealt

h se

rvic

e as

oth

er A

ustr

alia

ns.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re e

xpec

ted?

Whe

re is

ev

iden

ce

loca

ted?

5.1

a La

ngua

ge S

ervi

ces

Polic

y w

hich

pro

vide

s gu

idel

ines

fo

r bo

okin

g an

d ef

fect

ive

use

of in

terp

rete

rs in

ac

cord

ance

wit

h th

e La

ngua

ge S

ervi

ces

Polic

y fo

r th

eir

stat

e or

ter

rito

ry.

Whe

re n

o su

ch p

olic

y ex

ists

, a

serv

ice

need

s to

adh

ere

to it

s ow

n ex

isti

ng b

est

prac

tice

gui

delin

es in

rel

atio

n to

lang

uage

ser

vice

s

Any

exis

ting

Lan

guag

e Se

rvic

es P

olic

y or

Gui

delin

es o

n In

terp

rete

r Se

rvic

es

adhe

red

to b

y th

e se

rvic

e.

Indu

ctio

n pa

ckag

es f

or

staf

f an

d/or

clin

icia

ns.

Adm

issi

on a

nd c

lient

de

mog

raph

ic d

ata

form

s an

d pr

otoc

ol.

Lang

uage

Ser

vice

s Po

licy

or

Gui

delin

es t

o be

upd

ated

.

Indu

ctio

n pa

ckag

e is

to

inco

rpor

ate

Lang

uage

Se

rvic

es P

olic

y.

Adm

issi

on a

nd c

lient

de

mog

raph

ic d

ata

form

s an

d Pr

otoc

ols

are

to h

ave

refe

renc

e to

clie

nt’s

pr

efer

red

lang

uage

, w

here

ap

prop

riat

e.

Staf

f an

d/or

clin

icia

ns a

re

awar

e of

and

fam

iliar

wit

h th

e La

ngua

ge S

ervi

ces

Polic

y an

d kn

ow h

ow t

o w

ork

effe

ctiv

ely

wit

h in

terp

rete

rs.

CALD

clie

nts

rece

ive

a se

rvic

e th

at r

espe

cts

thei

r la

ngua

ge

pref

eren

ce.

5.2

nego

tiat

ed w

ith

inte

rpre

ter

serv

ice

agen

cies

to

ensu

re t

hat,

whe

re a

vaila

ble,

acc

redi

ted

or s

uita

bly

com

pete

nt in

terp

rete

rs t

rain

ed in

men

tal h

ealt

h in

terp

reti

ng a

re b

ooke

d to

the

ser

vice

Prot

ocol

s fo

r bo

okin

g in

terp

rete

rs.

Serv

ice

prot

ocol

s fo

r bo

okin

g of

inte

rpre

ters

are

to

und

ersc

ore

the

need

to

req

uest

an

accr

edit

ed

or s

uita

bly

com

pete

nt

inte

rpre

ter;

and

, w

here

po

ssib

le,

one

who

is

trai

ned

in m

enta

l hea

lth

inte

rpre

ting

.

The

serv

ice

deve

lops

cr

edib

ility

in s

ervi

cing

CAL

D

com

mun

itie

s th

roug

h fu

lfi lli

ng

thei

r la

ngua

ge s

ervi

ce n

eeds

.

20 S

ee A

ppen

dix

3 fo

r be

st p

ract

ice

prin

cipl

es id

entifi e

d by

the

Com

mon

wea

lth

Om

buds

man

’s r

epor

t on

the

Use

of

Inte

rpre

ters

(20

09)

as w

ell a

s de

tails

on

the

Lang

uage

Ser

vice

s Po

licy/

Stat

e-m

ent

for

resp

ecti

ve s

tate

s an

d te

rrit

orie

s. F

or s

tate

s or

ter

rito

ries

wit

hout

one

, th

e se

rvic

e sh

ould

use

inte

rnal

ly a

ccep

ted

polic

ies

or g

uide

lines

.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

5.3

whe

re a

vaila

ble,

use

d ac

cred

ited

or

suit

ably

co

mpe

tent

inte

rpre

ters

, tr

aine

d in

men

tal h

ealt

h in

terp

reti

ng21

Lang

uage

Ser

vice

po

licy

or a

ny e

xist

ing

in-h

ouse

Gui

delin

es f

or

inte

rpre

ter

use.

Dat

a on

inte

rpre

ter

serv

ice

use.

The

serv

ice’

s ca

paci

ty

to a

cces

s ac

cred

ited

or

sui

tabl

y co

mpe

tent

in

terp

rete

rs (

whe

re

poss

ible

, al

so t

rain

ed

in m

enta

l hea

lth

inte

rpre

ting

).

Indu

ctio

n an

d pr

ofes

sion

al

deve

lopm

ent

of s

taff

and

/or

clin

icia

ns’

mat

eria

l to

unde

rsco

re t

he n

eed

to

use

accr

edit

ed o

r su

itab

ly

com

pete

nt in

terp

rete

rs,

trai

ned

in m

enta

l hea

lth

inte

rpre

ting

, w

here

av

aila

ble.

Dat

a on

the

ser

vice

’s u

se o

f in

terp

rete

rs a

re t

o in

clud

e in

form

atio

n on

clie

nt

sati

sfac

tion

.

Prot

ocol

or

Gui

delin

es

rela

ted

to p

rovi

sion

of

Inte

rpre

ter

Serv

ices

are

to

incl

ude

stat

emen

t ab

out

inap

prop

riat

enes

s of

fa

mily

mem

bers

, fr

iend

s an

d ca

rers

to

be u

sed

as

inte

rpre

ters

.

Gui

delin

es a

re t

o in

clud

e st

rate

gies

to

over

com

e la

ck

of a

cces

s of

acc

redi

ted

or s

uita

bly

com

pete

nt

inte

rpre

ters

whe

re o

ne is

re

quir

ed.

Staf

f an

d/or

clin

icia

ns a

re

able

to

reco

gnis

e w

hen

the

serv

ices

of

an a

ccre

dite

d or

sui

tabl

y co

mpe

tent

in

terp

rete

r is

req

uire

d. C

ALD

cl

ient

s re

ceiv

e a

lingu

isti

cally

ap

prop

riat

e se

rvic

e.

5.4

prov

ided

sta

ff t

rain

ing

on t

he:

• ef

fect

ive

use

of in

terp

rete

rs•

prin

cipl

es o

utlin

ed w

ithi

n th

e La

ngua

ge S

ervi

ces

Polic

y of

the

sta

te/t

erri

tory

, or

, w

here

no

polic

y is

ava

ilabl

e, o

n th

e be

st p

ract

ice

lang

uage

se

rvic

es g

uide

lines

uph

eld

by

the

serv

ice

Cult

ural

com

pete

ncy

prof

essi

onal

de

velo

pmen

t tr

aini

ng m

ater

ial.

All i

nduc

tion

and

cul

tura

l co

mpe

tenc

y tr

aini

ng

mat

eria

l are

to

incl

ude

effe

ctiv

e us

e of

inte

rpre

ting

se

rvic

es.

The

serv

ice

read

ily o

ffer

s tr

aini

ng o

n ap

prop

riat

e an

d ef

fect

ive

use

of In

terp

rete

r Se

rvic

es.

21 F

or v

ario

us r

easo

ns it

is n

ot a

dvis

able

or

reco

mm

ende

d to

use

fam

ily m

embe

rs,

frie

nds

or c

arer

s as

inte

rpre

ters

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

5.5

soug

ht t

o de

velo

p a

staf

f pr

ofi le

whi

ch

refl ec

ts t

he c

ultu

ral d

iver

sity

of

the

wid

er

com

mun

ity;

thi

s co

uld

incl

ude

serv

ices

wor

king

toge

ther

wit

h bi

lingu

al w

orke

rs s

ourc

ed t

hrou

gh

rele

vant

net

wor

ks.

Curr

ent

staffi n

g pr

ofi le

an

d ch

arac

teri

stic

s of

CA

LD c

omm

unit

ies

in

the

serv

ice

regi

on.

Scop

e fo

r Se

rvic

e to

di

vers

ify

its

staffi n

g pr

ofi le

acc

ordi

ng t

o co

nsum

er d

eman

d.

Exis

ting

rel

atio

nshi

ps

wit

h re

leva

nt

stak

ehol

ders

in

serv

ice

regi

on w

ho

may

hav

e ac

cess

to

bilin

gual

wor

kers

.

All r

ecru

itm

ent

docu

men

tati

on is

to

inco

rpor

ate

a st

atem

ent

abou

t cu

ltur

al c

ompe

tenc

y.

The

serv

ice

prom

otes

it

self

wit

hin

its

regi

on

as a

n em

ploy

er s

eeki

ng

to b

road

en t

he c

ultu

ral

dive

rsit

y of

its

wor

kfor

ce.

A vo

lunt

ary

onlin

e re

sour

ce

fi le

is c

reat

ed,

outl

inin

g th

e la

ngua

ge a

nd c

ultu

ral

back

grou

nds

of s

taff

m

embe

rs,

who

cou

ld

be c

alle

d up

on w

hen

inte

ract

ing

wit

h CA

LD

clie

nts.

Stre

ngth

en w

orki

ng

rela

tion

ship

s w

ith

othe

r se

rvic

es t

hat

may

hav

e a

pool

of

bilin

gual

wor

kers

w

ith

who

m t

he s

ervi

ce m

ay

cons

ult

or e

ngag

e w

hen

requ

ired

.

The

serv

ice

has

a cu

ltur

ally

di

vers

e w

orkf

orce

or

has

acce

ss t

o et

hno-

spec

ifi c

wor

kers

thr

ough

col

labo

rati

ve

part

ners

hips

wit

h ot

her

agen

cies

. (T

his

Perf

orm

ance

M

easu

re d

oes

not

infe

r affi r

mat

ive

acti

on o

r se

ek

to o

pera

te o

utsi

de o

f EE

O

prin

cipl

es).

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 6

:Th

e se

rvic

e m

akes

ava

ilabl

e an

d en

cour

ages

:•

men

tal h

ealt

h cu

ltur

al c

ompe

tenc

y tr

aini

ng f

or it

s st

aff,

wit

h in

depe

nden

tly

and

exte

rnal

ly e

valu

ated

sta

te-e

ndor

sed

cult

ural

com

pete

ncy

trai

ning

to

be

used

whe

re a

vaila

ble,

and

• th

e us

e of

cul

tura

lly a

ppro

pria

te a

sses

smen

t an

d pl

anni

ng t

ools

.

Prin

cipl

eU

nder

stan

ding

of

cult

ural

dif

fere

nces

mus

t be

inco

rpor

ated

in t

he d

evel

opm

ent

of a

ll m

enta

l hea

lth

prog

ram

s an

d se

rvic

es.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re e

xpec

ted?

Whe

re is

ev

iden

ce

loca

ted?

6.1

ensu

red

that

all

staf

f un

derg

o a

men

tal h

ealt

h cu

ltur

al c

ompe

tenc

y tr

aini

ng p

rogr

am22

wit

hin

the fi r

st 1

2 m

onth

s of

em

ploy

men

t at

the

men

tal

heal

th s

ervi

ce a

nd o

ngoi

ng a

nnua

l pro

fess

iona

l de

velo

pmen

t th

erea

fter

. St

ate-

endo

rsed

tra

inin

g,

that

has

bee

n in

depe

nden

tly

and

exte

rnal

ly

eval

uate

d, is

to

be d

eliv

ered

whe

re a

vaila

ble

The

serv

ice’

s hu

man

res

ourc

es

and

prof

essi

onal

de

velo

pmen

t po

licie

s;

and

any

avai

labl

e cu

ltur

al c

ompe

tenc

y tr

aini

ng p

acka

ge

and

the

eval

uati

on o

f su

ch t

rain

ing.

Fund

ing

for

cult

ural

co

mpe

tenc

y tr

aini

ng t

o be

m

ade

avai

labl

e.

An in

depe

nden

t an

d ex

tern

al e

valu

atio

n pr

oces

s fo

r cu

ltur

al c

ompe

tenc

y tr

aini

ng is

to

be d

evel

oped

.

Staf

f (i

nclu

ding

m

anag

emen

t) p

repa

redn

ess

to p

arti

cipa

te in

suc

h tr

aini

ng a

nd r

elat

ed

prof

essi

onal

dev

elop

men

t in

itia

tive

s.

The

serv

ice

is t

o co

nsid

er

incl

udin

g ac

cess

to

onlin

e cu

ltur

al c

ompe

tenc

y tr

aini

ng a

nd p

rofe

ssio

nal

deve

lopm

ent.

The

serv

ice

reco

gnis

es

that

cul

tura

l com

pete

ncy

prof

essi

onal

dev

elop

men

t re

quir

es s

taff

rel

ease

fro

m

regu

lar

duti

es.

Cult

ural

com

pete

ncy

trai

ning

is

app

ropr

iate

ly v

alue

d,

fund

ed a

nd r

igor

ousl

y an

d in

depe

nden

tly

eval

uate

d.

Staf

f em

brac

e an

d pa

rtic

ipat

e in

cul

tura

l aw

aren

ess

prof

essi

onal

dev

elop

men

t.

22 T

here

is v

alue

in h

avin

g CA

LD c

onsu

mer

s an

d ca

rers

incl

uded

in a

cul

tura

l com

pete

ncy

trai

ning

pro

gram

in o

rder

to

prov

ide

thei

r pe

rspe

ctiv

e an

d liv

ed e

xper

ienc

e.

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

6.2

ensu

red

that

pol

icy

docu

men

ts s

peci

fy t

hat

asse

ssm

ent

inst

rum

ents

or

inve

ntor

ies

adm

inis

tere

d on

CAL

D c

lient

s ar

e cu

ltur

ally

app

ropr

iate

, an

d w

here

fea

sibl

e, a

re c

ultu

rally

val

idat

ed

The

serv

ice’

s Ac

cess

&

Equi

ty P

olic

y, w

here

av

aila

ble.

Avai

labi

lity

of

asse

ssm

ent

inst

rum

ents

an

d to

ols

in d

iffe

rent

la

ngua

ges

and

impl

icat

ions

for

the

se

rvic

e in

ad

min

iste

ring

the

m

thro

ugh

inte

rpre

ters

.

Adop

ting

lang

uage

sp

ecifi

c to

ols

requ

ires

a

rang

e of

oth

er f

acto

rs

to b

e co

nsid

ered

(e.

g.,

staf

f co

mpe

tenc

e in

ad

min

istr

atio

n an

d in

terp

reta

tion

of

data

).Th

e se

rvic

e w

ill n

eed

to e

nsur

e th

is is

sue

is

inco

rpor

ated

in t

he c

ultu

ral

com

pete

ncy

trai

ning

tha

t st

aff

rece

ive.

An a

ccur

ate

indi

cato

r of

CAL

D

clie

nts’

clin

ical

nee

ds.

6.3

cond

ucte

d de

velo

pmen

t an

d im

plem

enta

tion

of

mor

e cu

ltur

ally

app

ropr

iate

ass

essm

ent,

rev

iew

an

d tr

eatm

ent

plan

s

Curr

ent

prep

arat

ion

of

asse

ssm

ent,

rev

iew

and

tr

eatm

ent

plan

s.

The

serv

ice’

s as

sess

men

t,

revi

ew a

nd t

reat

men

t pl

ans

are

to in

clud

e an

aw

aren

ess

of c

ultu

ral i

ssue

s.

The

serv

ice’

s as

sess

men

t,

revi

ew a

nd t

reat

men

t pl

ans

are

appr

opri

atel

y cu

ltur

ally

se

nsit

ive.

6.4

Inco

rpor

ated

cul

tura

l com

pete

ncy

into

sta

ff

orie

ntat

ion

and

perf

orm

ance

rev

iew

req

uire

men

ts23

Curr

ent

docu

men

tati

on

for

staf

f or

ient

atio

n an

d pe

rfor

man

ce

revi

ews.

Serv

ice

staf

f or

ient

atio

n an

d pe

rfor

man

ce r

evie

ws

inco

rpor

ate

cult

ural

co

mpe

tenc

y.

Staf

f ar

e cu

ltur

ally

co

mpe

tent

.

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

23 S

ee A

ppen

dix

2 fo

r it

ems

to in

clud

e in

Sta

ff O

rien

tati

on P

rogr

ams.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 7

:Th

e se

rvic

e en

sure

s CA

LD c

onsu

mer

and

car

er p

arti

cipa

tion

in s

ervi

ce p

lann

ing,

impl

emen

tati

on a

nd e

valu

atio

n.

Prin

cipl

eCA

LD c

onsu

mer

s an

d ca

rers

are

invo

lved

in t

he p

lann

ing,

impl

emen

tati

on a

nd e

valu

atio

n of

the

men

tal h

ealt

h se

rvic

e.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

edBy

whe

n?By

who

m?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re

expe

cted

?W

here

is

evid

ence

lo

cate

d?

7.1

cons

ulte

d w

ith

CALD

con

sum

ers

and

care

rs in

the

pl

anni

ng,

impl

emen

tati

on a

nd e

valu

atio

n of

pol

icie

s an

d pr

ogra

ms

for

the

serv

ice,

so

that

issu

es o

f cu

ltur

al d

iver

sity

are

inco

rpor

ated

Serv

ice

polic

y on

co

nsum

er p

arti

cipa

tion

in

pro

gram

s co

nduc

ted

by t

he s

ervi

ce.

Serv

ice

cons

umer

pa

rtic

ipat

ion

polic

y en

sure

s th

at C

ALD

clie

nts

are

incl

uded

in t

he p

lann

ing,

im

plem

enta

tion

and

ev

alua

tion

of

cult

ural

ly

appr

opri

ate

prog

ram

s.

CALD

con

sum

ers

are

invo

lved

in t

he p

lann

ing,

im

plem

enta

tion

and

ev

alua

tion

of

all p

olic

ies

and

prog

ram

s an

d, a

s a

resu

lt,

rece

ive

cult

ural

ly a

ppro

pria

te

care

, le

adin

g to

enh

ance

d ou

tcom

es in

the

ir w

ellb

eing

.

7.2

eng

aged

sui

tabl

y tr

aine

d CA

LD c

onsu

mer

s an

d ca

rers

to

del

iver

ser

vice

s w

here

app

ropr

iate

(e.

g.,

a pe

er

supp

ort

serv

ice)

Serv

ice

polic

y on

co

nsum

er a

nd c

arer

pa

rtic

ipat

ion

in

prog

ram

s co

nduc

ted

by

the

serv

ice.

Curr

ent

serv

ice

deliv

ery

prac

tice

s in

rel

atio

n to

con

sum

er a

nd

care

r pa

rtic

ipat

ion.

Path

way

s an

d pr

oces

ses

deve

lope

d fo

r en

gagi

ng a

nd

supp

orti

ng C

ALD

con

sum

ers

and

care

rs in

the

del

iver

yof

app

ropr

iate

ser

vice

s.

CALD

con

sum

ers

and

care

rs

are

enga

ged

in a

ppro

pria

te

serv

ice

deliv

ery

prog

ram

s,

wit

h en

hanc

ed o

utco

mes

in

wel

l-be

ing

for

part

icip

ants

an

d th

eir

peer

s.

7.3

take

n sa

tisf

acti

on s

urve

ys o

f CA

LD c

lient

s,

tran

slat

ed o

r in

terp

rete

d, w

here

nee

ded,

in

pre

ferr

ed la

ngua

ges

to:

• in

form

con

tinu

ous

impr

ovem

ent

• de

term

ine

cult

ural

app

ropr

iate

ness

of

vari

ous

prog

ram

s de

liver

ed b

y th

e se

rvic

e•

dete

rmin

e cu

ltur

al c

ompe

tenc

e of

sta

ff.

Serv

ice

polic

ies

rela

ting

to

gath

erin

g da

ta c

once

rnin

g cl

ient

sa

tisf

acti

on w

ith

serv

ice

deliv

ery.

Sati

sfac

tion

sur

veys

to

be

deve

lope

d, t

rans

late

d an

d cu

ltur

ally

val

idat

ed.

Info

rmat

ion

to b

e in

corp

orat

ed in

to b

road

er

sati

sfac

tion

sur

veys

and

into

pl

an.

Enha

nced

rel

atio

nshi

ps

wit

h CA

LD c

omm

unit

ies

and

impr

oved

ser

vice

del

iver

y to

CA

LD c

lient

s.

Impr

ovem

ents

refl

ect

ed in

in

crea

sed

CALD

con

sum

er

sati

sfac

tion

and

impr

oved

se

rvic

e ut

ilisa

tion

rat

es.

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

EXA

MPL

E O

F A

COM

PLET

ED N

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 8

:Th

e se

rvic

e ha

s pr

oact

ive

supp

ort

from

sen

ior

man

agem

ent

for

deve

lopi

ng t

rans

cult

ural

men

tal h

ealt

h in

itia

tive

s.

Prin

cipl

eA

form

al c

omm

itm

ent

to d

edic

atin

g re

sour

ces

is e

ssen

tial

to

achi

eve

cult

ural

com

pete

ncy.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es a

re e

xpec

ted?

Whe

re is

ev

iden

ce

loca

ted?

8.1

budg

etar

y po

licie

s an

d pr

acti

ces

that

allo

cate

re

sour

ces

and fi s

cal s

uppo

rt t

o fa

cilit

ate

deliv

ery

of e

vide

nce-

base

d pr

ogra

ms

for

CALD

com

mun

itie

s an

d to

ass

ist

the

serv

ice

in a

chie

ving

cu

ltur

al c

ompe

tenc

y

Serv

ice’

s an

nual

bu

dget

to

acco

mm

odat

e CA

LD in

itia

tive

s.

The

serv

ice

is t

o al

loca

te

reso

urce

s an

d fi s

cal

supp

ort

to o

rgan

isat

iona

l cu

ltur

al c

ompe

tenc

y.

Staf

f an

d/or

clin

icia

ns a

re

able

to

cont

ribu

te t

o th

e bu

dget

pro

cess

to

ensu

re

CALD

issu

es a

re t

able

d.

The

serv

ice

has

budg

eted

res

ourc

es t

o be

or

gani

sati

onal

ly c

ultu

rally

co

mpe

tent

.

Staf

f an

d/or

clin

icia

ns f

eel

supp

orte

d th

roug

h th

e bu

dget

pr

oces

s an

d th

ere

is e

vide

nce

of a

lloca

tion

to

impl

emen

t CA

LD p

olic

ies

and

init

iati

ves

to b

enefi

t C

ALD

clie

nts.

8.2

genu

ine

and

acti

ve s

uppo

rt f

or F

TEs

who

are

de

sign

ated

the

res

pons

ibili

ty f

or m

onit

orin

g th

e pr

ogre

ss o

f th

e se

rvic

e in

att

aini

ng c

ultu

ral

com

pete

ncy

thro

ugh

the

impl

emen

tati

on

of t

he N

CCT.

The

Posi

tion

Dut

y St

atem

ents

of

iden

tifi e

d st

aff

who

m

ay b

e de

sign

ated

th

e re

spon

sibi

lity

of m

onit

orin

g th

e se

rvic

e’s

prog

ress

to

war

ds a

ttai

ning

the

St

anda

rds

wit

hin

the

NCC

T.

The

serv

ice

is t

o re

-allo

cate

st

aff

resp

onsi

bilit

ies

to e

nsur

e de

sign

ated

sta

ff m

embe

rs

have

rea

sona

ble

tim

e fo

r ta

king

car

riag

e of

mon

itor

ing

the

serv

ice’

s pr

ogre

ss.

Man

agem

ent

and

staf

f ac

know

ledg

e an

d su

ppor

t th

e st

aff

mem

ber/

s w

ith

this

tas

k.

Man

agem

ent

and

staf

f ai

d in

impl

emen

tati

on w

here

po

ssib

le.

Plea

se n

ote

that

exa

mpl

es o

f ‘B

y w

hen?

’ an

d ‘B

y w

hom

?’ a

re n

ot p

rovi

ded

unde

r th

e ‘W

hat

need

s to

be

revi

ewed

?’ a

nd ‘

Wha

t ne

eds

to b

e ch

ange

d?’

acti

on c

olum

ns,

alth

ough

it is

rec

omm

ende

d th

at s

ervi

ces

iden

tify

who

is

resp

onsi

ble

and

by w

hen,

as

this

will

ass

ist

in im

plem

enti

ng t

he a

ctio

ns.

EXAM

PLE OF A CO

MPLETED

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

NAT

ION

AL

CULT

URA

L CO

MPE

TEN

CY C

HEC

KLIS

T(I

t is

rec

omm

ende

d th

at p

hoto

copi

es o

f th

is C

heck

list

tem

plat

e be

use

d fo

r co

mpl

etin

g th

e se

rvic

e’s

self

-ass

essm

ent.

)

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 1

:Th

e se

rvic

e’s

Stra

tegi

c Bu

sine

ss P

lan,

or

equi

vale

nt,

reco

gnis

es t

he r

elev

ance

of

tran

scul

tura

l men

tal h

ealt

h is

sues

in s

ervi

ce p

lann

ing,

impl

emen

tati

on a

nd

eval

uati

on.

Prin

cipl

eCu

ltur

al a

nd li

ngui

stic

div

ersi

ty m

ust

be a

ckno

wle

dged

and

refl

ect

ed in

all

stag

es o

f se

rvic

e pl

anni

ng,

impl

emen

tati

on a

nd e

valu

atio

n.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

1.1

a St

rate

gic

Busi

ness

Pla

n, o

r eq

uiva

lent

, cl

earl

y st

atin

g it

s co

mm

itm

ent

to m

eeti

ng t

he m

enta

l hea

lth

need

s of

peo

ple

from

CAL

D b

ackg

roun

ds

1.2

a po

licy

for

ensu

ring

del

iver

y of

cul

tura

lly

appr

opri

ate

serv

ices

to

all c

ultu

ral g

roup

s in

the

ser

vice

reg

ion

1.3

inco

rpor

ated

a s

tate

men

t ab

out

cult

ural

di

vers

ity

cons

ider

atio

ns in

its

recr

uitm

ent

docu

men

tati

on/p

roce

sses

for

all

posi

tion

s at

the

ser

vice

.

Revi

ew D

ate:

……

……

……

……

……

……

….

Com

plet

ed b

y: …

……

……

……

……

……

……

.

NAT

ION

AL

CULT

URA

L CO

MPE

NTE

NCY

CH

ECKL

IST




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 2

:Th

e se

rvic

e co

llabo

rate

s w

ith

key

men

tal h

ealt

h go

vern

men

t an

d br

oade

r co

mm

unit

y st

akeh

olde

rs w

orki

ng w

ith

peop

le f

rom

CAL

D b

ackg

roun

ds23

.

Prin

cipl

eTo

pro

mot

e a

coor

dina

ted

appr

oach

to

prov

idin

g se

rvic

es,

inte

rsec

tora

l lin

ks m

ust

be e

stab

lishe

d w

ith

ethn

ic c

omm

unit

y or

gani

sati

ons,

non

-gov

ernm

ent

sect

ors

and

othe

r go

vern

men

t ag

enci

es r

elev

ant

to t

he s

pecifi e

d co

mm

unit

ies.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

2.1

ensu

red

ther

e is

a p

osit

ion,

or

posi

tion

s, a

lloca

ted

the

resp

onsi

bilit

y fo

r im

plem

enti

ng t

he N

CCT

acro

ss

the

serv

ice.

Suc

h a

posi

tion

/s c

ould

be

exis

ting

Ful

l Ti

me

Equi

vale

nts

(FTE

s)

2.2

liais

ed,

cons

ulte

d an

d fo

ster

ed li

nks

wit

h re

leva

nt m

ulti

cult

ural

or

ethn

o-sp

ecifi

c ag

enci

es,

orga

nisa

tion

s or

com

mun

ity-

rele

vant

res

ourc

es

in t

he c

ours

e of

clie

nt o

r ca

se m

anag

emen

t. L

inka

ges

and

cons

ulta

tion

s m

ay b

e w

ith,

but

ar

e no

t lim

ited

to:

• tr

ansc

ultu

ral m

enta

l hea

lth

cent

res/

serv

ices

an

d/or

rel

evan

t ne

twor

ks in

res

pect

ive

stat

e or

ter

rito

ry

• m

igra

nt r

esou

rce

cent

res

•

plac

es o

f w

orsh

ip•

ethn

ic c

omm

unit

y or

gani

sati

ons

• CA

LD c

onsu

mer

and

car

er a

dvis

ory

grou

ps

2.3

repr

esen

tati

on o

f CA

LD c

omm

unit

ies

on it

s in

tern

al

com

mit

tees

acr

oss

all l

evel

s of

ser

vice

dev

elop

men

t an

d de

liver

y

23 P

leas

e se

e A

ppen

dix

4: F

urth

er c

onta

cts

for

Stat

es a

nd T

erri

tori

es w

hich

can

ass

ist

serv

ices

in a

cces

sing

res

ourc

es a

nd in

form

atio

n re

quir

ed t

o ac

hiev

e th

is S

tand

ard.

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

2.4

repr

esen

tati

on,

whe

re p

ossi

ble,

on

vari

ous

CALD

co

mm

unit

y as

soci

atio

ns in

its

serv

ice

regi

on

2.5

diss

emin

ated

info

rmat

ion

in E

nglis

h an

d in

key

CAL

D

lang

uage

s ba

sed

on t

he a

nnua

lly u

pdat

ed p

rofi l

e of

th

e CA

LD c

omm

unit

ies

wit

hin

its

serv

ice

regi

on(s

ee P

erfo

rman

ce M

easu

re 3

.4),

via

one

or

mor

e m

odal

itie

s, in

clud

ing

prin

t, a

udio

-vis

ual o

r co

mm

unit

y in

form

atio

n se

ssio

ns a

nd f

orum

s on

:•

men

tal i

llnes

s pr

even

tion

• su

icid

e pr

even

tion

• re

cove

ry•

men

tal h

ealt

h pr

omot

ion

• m

enta

l hea

lth

info

rmat

ion

• st

igm

a re

duct

ion

• be

nefi t

s an

d ri

ghts

of

men

tal h

ealt

h co

nsum

ers

and

thei

r ca

rers

to d

iffe

rent

cul

tura

l gro

ups

at c

omm

unit

y ve

nues

, in

clud

ing

but

not

limit

ed t

o:•

com

mun

ity

cent

res

• pl

aces

of

wor

ship

• sc

hool

s•

ethn

ic c

omm

unit

y or

gani

sati

ons

• re

fuge

e se

rvic

es a

nd s

ervi

ces

for

surv

ivor

s of

tor

ture

and

tra

uma

• CA

LD C

onsu

mer

Adv

isor

y G

roup

s (C

AGs)

• ch

ildre

n’s,

you

th a

nd w

omen

’s c

entr

es•

oth

er m

eeti

ng p

lace

s de

emed

impo

rtan

t fo

r th

e sp

ecifi

ed c

omm

unit

ies

2.6

ensu

red

that

its

staf

f an

d/or

clin

icia

ns d

eliv

erin

g a

men

tal h

ealt

h pr

ogra

m a

re a

war

e an

d re

spec

tful

of:

• ex

isti

ng a

lter

nati

ve o

r co

mpl

emen

tary

hea

lth

and/

or m

enta

l hea

lth

serv

ice

prov

ider

s (e

.g.,

tra

diti

onal

‘fo

lk h

eale

rs’)

• ke

y in

divi

dual

s in

the

spe

cifi e

d co

mm

unit

y w

ho

may

be

cons

ulte

d on

rel

igio

us a

nd s

piri

tual

be

liefs

infl ue

ncin

g as

sess

men

t, t

reat

men

t an

d m

anag

emen

t.

NAT

ION

AL

CULT

URA

L CO

MPE

NTE

NCY

CH

ECKL

IST




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 3

:Th

e se

rvic

e en

gage

s in

eva

luat

ion,

res

earc

h an

d de

velo

pmen

t of

cul

tura

lly a

ppro

pria

te s

ervi

ce d

eliv

ery

rele

vant

to

tran

scul

tura

l men

tal h

ealt

h.

Prin

cipl

eSt

rate

gies

to

enha

nce

serv

ice

deliv

ery

for

peop

le f

rom

cul

tura

lly a

nd li

ngui

stic

ally

div

erse

bac

kgro

unds

mus

t be

evi

denc

e-ba

sed.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

3.1

an o

rgan

isat

iona

l cul

ture

whi

ch p

rom

otes

res

earc

h an

d de

velo

pmen

t re

leva

nt t

o tr

ansc

ultu

ral m

enta

l he

alth

in c

onsu

ltat

ion

wit

h re

leva

nt s

take

hold

ers,

in

clud

ing

CALD

car

ers,

con

sum

ers

and

thei

r fa

mili

es

3.2

linke

d w

ith

exte

rnal

age

ncie

s th

at h

ave

had

wid

e re

sear

ch e

xper

ienc

e w

ith

CALD

com

mun

itie

s

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

3.3

prot

ocol

s fo

r co

llect

ing

pati

ent

or c

lient

de

mog

raph

ic d

ata

that

are

use

ful a

nd r

elev

ant

to t

he d

emog

raph

ic p

rofi l

e of

CAL

D c

omm

unit

ies

in t

he g

iven

cat

chm

ent

or s

ervi

ce a

rea

3.4

gene

rate

d, t

hrou

gh a

map

ping

and

nee

ds e

xerc

ise,

or

othe

r ap

prop

riat

e in

form

atio

n ga

ther

ing

or r

esea

rch,

a

profi

le o

f th

e CA

LD c

omm

unit

ies

wit

hin

its

serv

ice

regi

on,

whi

ch in

clud

es in

form

atio

n,

such

as:

• po

pula

tion

siz

e of

eac

h co

mm

unit

y•

dem

ogra

phic

and

rel

igio

us c

hara

cter

isti

cs•

soci

o-ec

onom

ic s

tatu

s•

lang

uage

req

uire

men

ts•

rele

vant

com

mun

ity

orga

nisa

tion

s •

how

bes

t to

acc

ess

the

spec

ifi ed

com

mun

itie

s •

cult

ural

sen

siti

viti

es

and

that

thi

s pr

ofi le

is r

evie

wed

ann

ually

3.5

cond

ucte

d re

sear

ch o

r pr

ojec

ts in

col

labo

rati

on,

or

inde

pend

entl

y, t

o m

easu

re t

he n

eeds

of

the

CALD

po

pula

tion

in it

s re

gion

25.

Exam

ples

of

proj

ects

cou

ld

be:

• lo

okin

g at

the

ref

erra

l pat

tern

s or

pat

hway

s ty

pica

lly t

aken

by

CALD

con

sum

ers

who

ac

cess

men

tal h

ealt

h se

rvic

es in

the

ser

vice

ca

tchm

ent

area

• de

term

inin

g w

hat

kind

of

prog

ram

s th

e CA

LD

com

mun

itie

s w

ould

like

to

atte

nd t

hat

may

be

cong

ruen

t w

ith

thei

r ex

plan

ator

y m

odel

of

psy-

chos

ocia

l rem

edia

tion

• lo

okin

g at

the

pro

port

ion

of p

eopl

e fr

om C

ALD

ba

ckgr

ound

s ac

cess

ing

serv

ice.

25 It

is o

f up

mos

t im

port

ance

to

ensu

re r

esea

rch

met

hodo

logi

es a

re a

ppro

pria

te f

or t

he n

eeds

of

CALD

.NAT

ION

AL

CULT

URA

L CO

MPE

NTE

NCY

CH

ECKL

IST




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 4

:Th

e se

rvic

e en

sure

s eq

uita

ble

acce

ss f

or p

eopl

e fr

om c

ultu

rally

and

ling

uist

ical

ly d

iver

se b

ackg

roun

ds,

and

thei

r ca

rers

and

fam

ilies

.

Prin

cipl

eTh

e ri

ghts

of

peop

le f

rom

CAL

D b

ackg

roun

ds,

and

thei

r ca

rers

and

fam

ilies

, as

set

out

in t

he M

enta

l H

ealt

h st

atem

ent

of r

ight

s an

d re

spon

sibi

liti

es (

1991

) an

d ot

her

legi

slat

ed r

ight

s, m

ust

be e

nsur

ed w

hen

deliv

erin

g m

enta

l hea

lth

serv

ices

.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

4.1

info

rmed

peo

ple

from

CAL

D b

ackg

roun

ds a

nd t

heir

ca

rers

of

thei

r ri

ghts

and

res

pons

ibili

ties

, us

ing

the

clie

nt’s

pre

ferr

ed la

ngua

ge a

nd m

odal

ity,

whe

re

nece

ssar

y, w

hen

acce

ssin

g an

d us

ing

the

serv

ice

4.2

prom

oted

aw

aren

ess

of it

s pr

ogra

ms

by d

isse

min

atin

g in

form

atio

n in

Eng

lish

and

in a

ppro

pria

te la

ngua

ges,

vi

a on

e or

mor

e m

odal

itie

s in

clud

ing

prin

t, a

udio

-vi

sual

or

com

mun

ity

info

rmat

ion

sess

ions

and

for

ums,

to d

iffe

rent

cul

tura

l gro

ups

in p

lace

s in

clud

ing,

but

not

limit

ed t

o:

• lo

cal d

octo

rs’

surg

erie

s•

hosp

ital

s•

com

mun

ity

cent

res

• pl

aces

of

wor

ship

• sc

hool

s•

libra

ries

• ot

her

mee

ting

pla

ces

deem

ed im

port

ant

for

the

spec

ifi ed

com

mun

itie

s (e

.g.,

spo

rtin

g an

d cu

ltur

al c

lubs

, et

c)•

chem

ists

• fa

mily

cou

rts

• et

hnic

rad

io a

nd T

V•

the

serv

ice

web

site

, if

ava

ilabl

e

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

4.3

deve

lope

d po

licie

s an

d pr

oced

ures

to

faci

litat

e th

e ac

com

mod

atio

n of

spe

cifi c

cul

ture

-bas

ed n

eeds

of

its

CALD

con

sum

ers,

the

ir c

arer

s an

d fa

mili

es,

such

as:

• ch

ildca

re n

eeds

• fa

mily

rol

es a

nd o

blig

atio

ns•

diet

ary

need

s•

relig

ious

nee

ds

4.4

proc

esse

s in

pla

ce t

o ac

cess

, w

here

ava

ilabl

e,

accr

edit

ed o

r su

itab

ly c

ompe

tent

inte

rpre

ters

who

ha

ve b

een

trai

ned

in m

enta

l hea

lth

inte

rpre

ting

4.5

cond

ucte

d as

sess

men

t, d

iagn

oses

and

tre

atm

ent

by f

orm

ally

qua

lifi e

d an

d cu

ltur

ally

com

pete

nt

men

tal h

ealt

h cl

inic

ians

, an

d/or

pro

vide

d se

rvic

es b

y ap

prop

riat

ely

qual

ifi ed

and

cul

tura

lly

com

pete

nt s

taff

.

HO

W-T

O G

UID

EN

ATIO

NA

L CU

LTU

RAL

COM

PEN

TEN

CY C

HEC

KLIS

T




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 5

:Th

e se

rvic

e ad

here

s to

a L

angu

age

Serv

ices

Pol

icy26

.

Prin

cipl

ePe

ople

fro

m C

ALD

bac

kgro

unds

hav

e a

righ

t to

rec

eive

the

sam

e qu

alit

y m

enta

l hea

lth

serv

ice

as o

ther

Aus

tral

ians

.Pe

rfor

man

ce M

easu

res:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

5.1

a La

ngua

ge S

ervi

ces

Polic

y w

hich

pro

vide

s gu

idel

ines

fo

r bo

okin

g an

d ef

fect

ive

use

of in

terp

rete

rs in

ac

cord

ance

wit

h th

e La

ngua

ge S

ervi

ces

Polic

y fo

r th

eir

stat

e or

ter

rito

ry.

Whe

re n

o su

ch p

olic

y ex

ists

, a

serv

ice

need

s to

adh

ere

to it

s ow

n ex

isti

ng b

est

prac

tice

gui

delin

es in

rel

atio

n to

lang

uage

ser

vice

s

5.2

nego

tiat

ed w

ith

inte

rpre

ter

serv

ice

agen

cies

to

ensu

re t

hat,

whe

re a

vaila

ble,

acc

redi

ted

or s

uita

bly

com

pete

nt in

terp

rete

rs t

rain

ed in

men

tal h

ealt

h in

terp

reti

ng a

re b

ooke

d to

the

ser

vice

5.3

whe

re a

vaila

ble,

use

d ac

cred

ited

or

suit

ably

co

mpe

tent

inte

rpre

ters

, tr

aine

d in

men

tal

heal

th in

terp

reti

ng

5.4

prov

ided

sta

ff t

rain

ing

on t

he:

• ef

fect

ive

use

of in

terp

rete

rs•

prin

cipl

es o

utlin

ed w

ithi

n th

e La

ngua

ge S

ervi

ces

Polic

y of

the

sta

te/t

erri

tory

, or

, w

here

no

polic

y is

ava

ilabl

e, o

n th

e be

st p

ract

ice

lang

uage

ser

-vi

ces

guid

elin

es u

phel

d by

th

e se

rvic

e

5.5

soug

ht t

o de

velo

p a

staf

f pr

ofi le

whi

chrefl ec

ts t

he c

ultu

ral d

iver

sity

of

the

wid

er

com

mun

ity;

thi

s co

uld

incl

ude

serv

ices

wor

king

to

geth

er w

ith

bilin

gual

wor

kers

sou

rced

thr

ough

re

leva

nt n

etw

orks

.

26 S

ee A

ppen

dix

3 fo

r be

st p

ract

ice

prin

cipl

es id

entifi e

d by

the

Com

mon

wea

lth

Om

buds

man

’s r

epor

t on

the

Use

of

Inte

rpre

ters

(20

09)

as w

ell a

s de

tails

on

the

Lang

uage

Ser

vice

s Po

licy/

Stat

e-m

ent

for

resp

ecti

ve s

tate

s an

d te

rrit

orie

s. F

or s

tate

s or

ter

rito

ries

wit

hout

one

, th

e se

rvic

e sh

ould

use

inte

rnal

ly a

ccep

ted

polic

ies

or g

uide

lines

.

HO

W-TO

GU

IDE

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 6

:Th

e se

rvic

e m

akes

ava

ilabl

e an

d en

cour

ages

:•

men

tal h

ealt

h cu

ltur

al c

ompe

tenc

y tr

aini

ng f

or it

s st

aff,

wit

h in

depe

nden

tly

and

exte

rnal

ly e

valu

ated

sta

te-e

ndor

sed

cult

ural

com

pete

ncy

trai

ning

to

be

used

whe

re a

vaila

ble,

and

• th

e us

e of

cul

tura

lly a

ppro

pria

te a

sses

smen

t an

d pl

anni

ng t

ools

.

Prin

cipl

eU

nder

stan

ding

of

cult

ural

dif

fere

nces

mus

t be

inco

rpor

ated

in t

he d

evel

opm

ent

of a

ll m

enta

l hea

lth

prog

ram

s an

d se

rvic

es.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

6.1

ensu

red

that

all

staf

f un

derg

o a

men

tal h

ealt

h cu

ltur

al c

ompe

tenc

y tr

aini

ng p

rogr

am27

wit

hin

the fi r

st 1

2 m

onth

s of

em

ploy

men

t at

the

men

tal

heal

th s

ervi

ce a

nd o

ngoi

ng a

nnua

l pro

fess

iona

l de

velo

pmen

t th

erea

fter

. St

ate-

endo

rsed

tra

inin

g,

that

has

bee

n in

depe

nden

tly

and

exte

rnal

ly

eval

uate

d, is

to

be d

eliv

ered

whe

re a

vaila

ble

6.2

ensu

red

that

pol

icy

docu

men

ts s

peci

fy t

hat

asse

ssm

ent

inst

rum

ents

or

inve

ntor

ies

adm

inis

tere

d on

CAL

D c

lient

s ar

e cu

ltur

ally

app

ropr

iate

, an

d w

here

fea

sibl

e, a

re c

ultu

rally

val

idat

ed

6.3

cond

ucte

d de

velo

pmen

t an

d im

plem

enta

tion

of

mor

e cu

ltur

ally

app

ropr

iate

ass

essm

ent,

rev

iew

an

d tr

eatm

ent

plan

s

6.4

inco

rpor

ated

cul

tura

l com

pete

ncy

into

sta

ff

orie

ntat

ion

and

perf

orm

ance

rev

iew

req

uire

men

ts28

27 Th

ere

is v

alue

in h

avin

g CA

LD c

onsu

mer

s an

d ca

rers

incl

uded

in a

cul

tura

l com

pete

ncy

trai

ning

pro

gram

in o

rder

to

prov

ide

thei

r pe

rspe

ctiv

e an

d liv

ed e

xper

ienc

e.28

See

App

endi

x 2

for

item

s to

incl

ude

in S

taff

Ori

enta

tion

Pro

gram

s.

NAT

ION

AL

CULT

URA

L CO

MPE

NTE

NCY

CH

ECKL

IST




creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 7

:Th

e se

rvic

e en

sure

s CA

LD c

onsu

mer

and

car

er p

arti

cipa

tion

in s

ervi

ce p

lann

ing,

impl

emen

tati

on a

nd e

valu

atio

n.

Prin

cipl

eCA

LD c

onsu

mer

s an

d ca

rers

are

invo

lved

in t

he p

lann

ing,

impl

emen

tati

on a

nd e

valu

atio

n of

the

men

tal h

ealt

h se

rvic

e.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

7.1

cons

ulte

d w

ith

CALD

con

sum

ers

and

care

rs in

the

pl

anni

ng,

impl

emen

tati

on a

nd e

valu

atio

n of

pol

icie

s an

d pr

ogra

ms

for

the

serv

ice,

so

that

issu

es o

f cu

ltur

al d

iver

sity

are

inco

rpor

ated

7.2

enga

ged

suit

ably

tra

ined

CAL

D c

onsu

mer

s an

d ca

rers

to

del

iver

ser

vice

s w

here

app

ropr

iate

(e.

g.,

a pe

er

supp

ort

serv

ice)

7.3

take

n sa

tisf

acti

on s

urve

ys o

f CA

LD c

lient

s, t

rans

late

d or

inte

rpre

ted,

whe

re n

eede

d, in

pre

ferr

ed

lang

uage

s to

:•

info

rm c

onti

nuou

s im

prov

emen

t•

dete

rmin

e cu

ltur

al a

ppro

pria

tene

ss o

f va

riou

s pr

ogra

ms

deliv

ered

by

the

serv

ice

• de

term

ine

cult

ural

com

pete

nce

of s

taff

.

NATIO

NA

L CULTU

RAL CO

MPEN

TENCY CH

ECKLIST



creo

CULT

URA

L CO

MPE

TEN

CY S

TAN

DA

RD 8

:Th

e se

rvic

e ha

s pr

oact

ive

supp

ort

from

sen

ior

man

agem

ent

for

deve

lopi

ng t

rans

cult

ural

men

tal h

ealt

h in

itia

tive

s.

Prin

cipl

eA

form

al c

omm

itm

ent

to d

edic

atin

g re

sour

ces

is e

ssen

tial

to

achi

eve

cult

ural

com

pete

ncy.

Perf

orm

ance

Mea

sure

s:

ACTI

ON

The

serv

ice

has:

YN

Wha

t ne

eds

to b

e re

view

ed?

By w

hen?

By w

hom

?

Wha

t ne

eds

to b

e ch

ange

d?By

whe

n?By

who

m?

Wha

t re

sult

s/ou

tcom

es

are

expe

cted

?W

here

is t

he

evid

ence

for

th

is m

easu

re

loca

ted?

8.1

budg

etar

y po

licie

s an

d pr

acti

ces

that

allo

cate

re

sour

ces

and fi s

cal s

uppo

rt t

o fa

cilit

ate

deliv

ery

of e

vide

nce-

base

d pr

ogra

ms

for

CALD

com

mun

itie

s an

d to

ass

ist

the

serv

ice

in a

chie

ving

cu

ltur

al c

ompe

tenc

y

8.2

genu

ine

and

acti

ve s

uppo

rt f

or F

TEs

who

are

de

sign

ated

the

res

pons

ibili

ty f

or m

onit

orin

gth

e pr

ogre

ss o

f th

e se

rvic

e in

att

aini

ng c

ultu

ral

com

pete

ncy

thro

ugh

the

impl

emen

tati

on o

f th

e N

CCT.

NAT

ION

AL

CULT

URA

L CO

MPE

NTE

NCY

CH

ECKL

IST




creo

FEEDBACK FORM This form is designed to assist services to provide feedback on their implementation of the National Cultural Competency Standards for Mental Health Services. Please attach additional pages if needed and feel free to submit your feedback at any time. This Feedback Form is also available on Multicultural Mental Health Australia’s website (www.mmha.org.au).

MMHA would appreciate your feedback by December 2013 when the NCCT review will be conducted.

1. Overall, are the National Cultural Competency Standards easy to understand and follow? Yes No Comments:

2. Are there any concepts in the National Cultural Competency Tool, including the National Cultural Competency Standards, which need further defi nition or explanation?

3. Are there any aspects of working with CALD background patients/clients at your service that the National Cultural Competency Standards do not address?

4. What changes or additions should be incorporated in the next version of the National Cultural Competency Tool?

5. Implementation a. What internal or external processes were in place to support the implementation of the

National Cultural Competency Standards in your service?

b. What additional implementation support needs to be provided?

6. Any additional comments?

7. Your service sector (e.g., clinical, NGO):

Please return a copy of this Feedback Form to Multicultural Mental Health Australia by:

Fax: (02) 9840 3388Email: [email protected]: Locked Bag 7118, Parramatta CBD NSW 2124

or access and complete the Feedback Form on MMHA’s website: www.mmha.org.au.

FEEDBA

CK FORM


46


creo

Appendix 1

Clinician Cultural Competency Checklist (Clinician Checklist)This checklist can be photocopied and distributed to clinicians as needed.

The Clinician Checklist has been developed to assist individual clinicians when working with clients from CALD backgrounds. It is designed to quickly remind clinicians about applying the National Cultural Competency Standards, and is an aid, NOT a replacement for the National Cultural Competency Tool.

The Clinician Checklist is to be used as a prompt only. It is recommended that clinicians review this checklist when receiving a referral of a client from a CALD background. Performance Measures to which each question relates are shown in the fi nal column.

Clinicians may also wish to use another resource, such as the Cultural Assessment Tool (CAT), to assist them when clinically assessing clients from CALD backgrounds. The CAT can be accessed on Multicultural Mental Health Australia’s website in the resource section at: www.mmha.org.au.

Checklist QuestionsWorking with CALD Background Clients Yes No Performance

Measure

1. Is it appropriate to book an accredited or suitably competent interpreter for this client or their carer?

4.14.45.3

2. If an accredited or suitably competent interpreter is unavailable for onsite interpreting, is it appropriate to use the Telephone Interpreter Service for this client or their carer?

4.14.45.3

3. Is it appropriate to provide this client or their carer with printed mental health information in English, or their preferred language?

4.2

4. Can I advise this client or their carer about relevant CALD community organisations in the service’s or the client’s region and the support they may offer?

2.2

5. Am I aware and respectful of: • existing alternative/complementary health and/or mental

health service providers (e.g., traditional ‘folk healers’)• key individuals in the client’s community to consult with con-

cerning religious and spiritual beliefs infl uencing the assess-ment/treatment?

2.6

6. Does the service have any culturally-validated assessment inventories or tools that may be appropriate to administer to this client?

6.26.3

APP

END

ICES




creo

Appendix 2

Staff Orientation OutcomesThis checklist can be photocopied and distributed to staff as needed.

The following questions have been developed as prompts to assist services in ensuring that staff orientation programs include awareness of the National Cultural Competency Standards for Mental Health Services. This will aid services in achieving the requirements of Performance Measure 6.4. Additional Performance Measures to which each question relates are shown in the fi nal column.

Questions for StaffFor Service Orientation Programs Yes No Performance

Measure

1. Have you read the service’s Strategic Business Plan statements, or equivalent, concerning CALD issues and clients?

1.1

2. Have you read the service’s Multicultural/CALD Access and Equity policy or equivalent?

1.2

3. Are you aware of the links developed by the service with transcultural, ethnic and/or migrant organisations?

2.2

4. Are you aware of the CALD community organisations that have represention from, or on the service?

2.3

5. Are you aware of which committees within the service have CALD representation?

2.3

6. Are you aware of key individuals from different CALD communities who may be consulted about mental health beliefs that may impact on the treatment of CALD clients?

2.6

7. Are you aware of the ethnic groups in the service’s catchment area?

3.4

8. Are you aware of the rights and responsibilities of all clients using the service and how to convey this information to CALD clients in an appropriate language and modality?

4.1

9. Are you aware of the service’s policies and procedures to facilitate the accommodation of specifi c culture-based needs of its CALD clients, carers and families?

4.3

10. Are you aware of the processes in place to access accredited or suitably competent interpreters?

4.4

11. Are you aware of the Language Services Policy or the best practice language services guidelines upheld by the service?

5.4

12. Are you aware of the need to modify clinical practice/service delivery, due to cultural sensitivities?

4.3

13. Have you undergone or are you planning to undergo in the fi rst 12 months of employment, mental health cultural competency training?

6.1

14. Are you aware that the service conducts satisfaction surveys in appropriate CALD languages to ascertain satisfaction with the service by people from CALD backgrounds?

7.2

APPEN

DICES




creo

Appendix 3

Best Practice Principles for the Use of Interpreters and Language Services Policies for States and Territories

Best Practice Principles for the Use of Interpreters

The following eight best practice principles identifi ed by the Commonwealth Ombudsman’s report on the Use of Interpreters (2009) will aid services in achieving the requirements of Cultural Competency Standard 5:

1. Agency policies on the use of interpreters – agencies need to have a clear and overarching policy on the use of interpreters, with clear steps on how to arrange an interpreter. The information should be readily accessible to all agency staff.

2. Promote access to interpreter services – websites should provide direct links to information on interpreter services as well as translated information.

3. Provide fair, accessible and responsive services – agencies should endeavour to provide an interpreter wherever necessary. If a request for an interpreter is not met, the reason should be recorded.

4. Specify who can be used as an interpreter – as well as who should not be used.

5. Provide staff training – to ensure staff have skills to effectively communicate with clients through an interpreter.

6. Maintain good records – of client needs including language and dialect, any gender or other requirements.

7. Provide an accessible complaint handling mechanism – accessible to clients who do not speak English. This data should be used to improve interpreter services.

8. Promote qualifi ed interpreters – the development of interpreters in emerging languages should be encouraged.

http://www.ombudsman.gov.au/fi les/investigation_2009_03.pdf

APP

END

ICES




creo

Language Services Policies for States and Territories

Australian Capital Territory Cultural Awareness and Interpreter Service Policy 2008(http://www.health.act.gov.au/c/health?a=dlpubpoldoc&document=96)

New South Wales Multilingual Health Resources by AHS, DoH and NGOs Funded by NSW Health (Guidelines for Production) 2005(http://www.health.nsw.gov.au/policies/GL/2005/pdf/GL2005_032.pdf) Interpreters - Standard Procedures for Working with Health Care Interpreters 2006(http://www.health.nsw.gov.au/policies/pd/2006/pdf/PD2006_053.pdf)

Northern TerritoryNorthern Territory Government Language Services Policy 2009(http://www.dlgh.nt.gov.au/__data/assets/pdf_fi le/0007/64537/language_services_poilcy_web.pdf)

QueenslandQueensland Government Multicultural Policy 2004 Incorporating the Queensland Government Language Services Policy 2004(http://www.multicultural.qld.gov.au/media/maq_making_world_difference_ policy.pdf)

Queensland Health Languages Services Policy Statement 2000(http://www.health.qld.gov.au/multicultural/policies/language.pdf)

VictoriaVictorian Language Services Policy 2005 (http://www.dhs.vic.gov.au/multicultural/html/langservices.htm)

Western AustraliaWestern Australian Language Services Policy 2008 (http://www.omi.wa.gov.au/publications/languages/language_services_2008.pdf)

Western Australian Language Services in Health Care Policy Guidelines 2001 soon to be superseded by Western Australian Health Language Services Policy (2010) to be released by the end of 2010

South AustraliaPlease refer to internal policies related to the use of interpreters.

Tasmania Please refer to internal policies related to the use of interpreters.

APPEN

DICES




creo

Appendix 4

Further Contacts for States and TerritoriesFor further information on how to access appropriate assistance in relation to implementing many of the Performance Measures, state and territory contacts details are included for:

• Transcultural portfolio holders or offi cers with responsibility for cultural diversity issues within state and territory Mental Health Directorates

• Transcultural Mental Health Centres/Services in states and territories where they exist

• Multicultural Mental Health Australia

State and Territory Mental Health Directorates

Australian Capital TerritoryMental Health ACT

Position:Address:

Postal Address:

Telephone:

Transcultural Mental Health Community Development and Liaison Offi cerLevel 3, 1 Moore StreetCanberra City ACT 2601GPO Box 825 Canberra ACT 2601

(02) 6207 6867

New South WalesMental Health Drug and Alcohol Offi ce, NSW Health

Position:

Address:

Postal Address:

Telephone:

Multicultural Mental Health Senior Project Offi cer Mental Health Clinical Policy73 Miller StreetNorth Sydney NSW 2060LMB 961North Sydney NSW 2059(02) 9391 9000

Northern TerritoryMental Health Program, Health Services DivisionDepartment of Health and Families, NT Government

Position:

Address:

Postal Address:

Telephone:

Senior Policy Offi cer Workforce Development and Clinical Standards87 Mitchell StreetDarwin NT 0800 PO Box 40596Casuarina NT 0811(08) 8999 2553

APP

END

ICES




creo

QueenslandMental Health Directorate, Division of the Chief Health Offi cer

Position:

Postal Address:

Telephone:

DirectorQueensland Centre for Mental Health LearningPO Box 2368Fortitude Valley QLD 4006(07) 3328 9538

South Australia Mental Health Unit, Department of Health

Position:

Address:

Postal Address:

Telephone:

ManagerSouth Australia CALD Mental Health StrategyCiti Centre Building11 Hindmarsh SquareAdelaide SA 5000PO Box 287Rundle Mall, Adelaide SA 5000(08) 8226 6286

TasmaniaStatewide and Mental Health Services

Position:Address:

Postal Address:

Telephone:

Senior Policy Consultant4th fl oor, Carruthers Building St Johns Park, Newtown TAS 7008GPO Box 125 Hobart TAS 7001(03) 6230 7026

VictoriaMental Health, Drugs and Regions Division, Department of Health, Victoria

Position:

Address:

Postal Address:

Telephone:

ManagerAdult and Older Persons Mental Health TeamLevel 17, 50 Lonsdale StreetMelbourne VIC 3000GPO Box 4057Melbourne VIC 3001

1300 650 172

Western AustraliaMental Health Commission, Government of Western Australia

Position:Address:

Postal Address:

Telephone:

Transcultural Mental Health Portfolio Holder5th Floor St Georges Centre81 St Georges TerracePerth WA 6000GPO Box X 2299Perth Business Centre WA 6847(08) 6272 1200

APPEN

DICES




creo

State and Territory Transcultural Mental Health Centres (TMHC) and Services (TMHS)Each TMHC/S provides a distinct range of state-wide specialist mental health services aimed at improving the mental health of CALD communities. Transcultural Mental Health Centres/Services exist in only some states and territories, their roles and functions vary and they carry out a combination of the following: policy and service development, mental health promotion, clinical services, professional, consumer and carer education and training, research, and the provision of information and resources.

Transcultural Mental Health Centres/Services also work in partnership with mainstream mental health services and are key contact points for organisations wanting to improve their cultural competency.

Transcultural Mental Health Networks are members of the community who are interested in advancing transcultural mental health issues on a voluntary basis.

At the time of publication Transcultural Mental Health Centres, Services or Networks were not available in South Australia and the Northern Territory.

State and Territory Transcultural Mental Health Centres/Services

Australian Capital Territory

Address:

Postal Address:

Telephone:

Transcultural Mental Health NetworkLevel 3, 1 Moore StreetCanberra City ACT 2601C/o The Secretariat, Mental Health ACT The Health BuildingPO Box 825Canberra ACT 2601 (02) 6207 6867

New South Wales

Address:

Postal Address:

Telephone:Free call:Email:Website:

NSW Transcultural Mental Health Centre (TMHC)5 Fleet StreetNorth Parramatta NSW 2150Locked Bag 7118Parramatta CBD NSW 2124(02) 9840 38001800 648 [email protected]/tmhc

Queensland

Address:

Postal Address:

Telephone:Free call Email:Website:

Queensland Transcultural Mental Health Centre (QTMHC)519 Kessels RoadMacgregor QLD 4109PO Box 6623Upper Mt Gravatt QLD 4122(07) 3167 8333(within Australia and outside the Brisbane metropolitan area): 1800 188 [email protected]/pahospital/qtmhc

APP

END

ICES




creo

Tasmania

Address:

Telephone:Email:

Transcultural Mental Health NetworkC/o Phoenix Centre49 Molle StreetHobart TAS 7000(03) 6234 [email protected]

Victoria

Address:

Postal Address:

Telephone:Email:Website:

Victoria Transcultural Psychiatry UnitLevel 2, 14 Nicholson StreetFitzroy VIC 3065PO Box 2900Fitzroy VIC 30365(03) 9288 [email protected]

Western Australia

Address:

Telephone:

Address:

Telephone:

Transcultural Mental Health Services, Department of Psychiatry, Royal Perth Hospital50 Murray StreetPerth WA 6000(08) 9224 1760

South Metropolitan Area Health Service (Mental Health), Multicultural Services18 Dalgety StreetEast Fremantle WA 6158(08) 9319 7200

Multicultural Mental Health Australia (MMHA)

Multicultural Mental Health Australia is a national program funded by the Australian Government to improve awareness of mental health and suicide prevention in culturally and linguistically diverse communities. In collaboration with other stakeholders and consumers and carers, MMHA actively promotes these issues through policy advice, public promotion, community and workforce capacity building, stigma reduction programs and resource development. MMHA has a range of mental health resources and tools and multilingual information, including fact sheets, which are available for the mental health workforce and CALD communities.

Postal address: Multicultural Mental Health AustraliaLocked Bag 7118

Parramatta CBD NSW 2124 AustraliaTelephone: (02) 9840 3333Fax: (02) 9840 3388Email: [email protected]: www.mmha.org.au

APPEN

DICES




creo

NOTES



168343_NCCT Cover FINAL.indd 2168343_NCCT Cover FINAL.indd 2 1/09/10 2:28 PM1/09/10 2:28 PM

creo

Date post:	11-Feb-2022
Category:	Documents
Upload:	others
View:	6 times
Download:	0 times

National Cultural Competency Tool (NCCT) - MHiMA

Documents