Workbook 2.6 Person Centred Practice Across Cultures Valuing bilingual workers - practical strategies July 2016 futures UPFRONT
Workbook2.6PersonCentredPracticeAcrossCultures
Valuingbilingualworkers-practicalstrategies
July2016
futures UPFRONT
ThisworkbookhasbeendevelopedforNationalDisabilityServicesby:BarbelWinter,ManagingDirector,futuresUpfrontandMariaKatrivesis,ConsultantandTrainerFirstpublished(July2016)©futuresUpfrontFormoreinformationandforpermissiontoreproducepleasecontact:futuresUpfrontemail:[email protected]:www.futuresupfront.com.au ProducedbyNDSNSWLevel18,1CastlereaghStSydney,NSW2000FundedbyNSWDepartmentofFamilyandCommunityServices.©ThispublicationiscopyrightAllrightsreserved.ExceptasprovidedintheCopyrightAct1968(Commonwealth),nouseofthiswork,whichiswithintheexclusiverightofthecopyrightowners,maybemade.ContactNDS0292563100ndsnsw@nds.org.auwww.nds.org.auAboutNationalDisabilityServicesNationalDisabilityServicesisthepeakbodyfornon-governmentdisabilityservices.Itspurposeistopromotequalityserviceprovisionandlifeopportunitiesforpeoplewithdisability.NDS’sAustralia-widemembershipincludesmorethan1000non-governmentorganisations,whichsupportpeoplewithallformsofdisability.NDSprovidesinformationandnetworkingopportunitiestoitsmembersandpolicyadvicetostate,territoryandfederalgovernments.
Table of Contents
1. Preface.......................................................................................................................21.1 Howtousethisworkbook?..................................................................................................21.2 Whatisthisworkbookabout?..............................................................................................31.3 Outcomes..............................................................................................................................31.4 Whoisthisworkbookfor?....................................................................................................31.5 Howlongwillittaketocomplete?.......................................................................................3
2. TheWorkbook............................................................................................................42.1 Introduction..........................................................................................................................42.2 Whoisabilingual/biculturalworker?...................................................................................42.3 Whatarethebenefitsofworkerswithbilingual/biculturalskillsforanorganisation?........52.4 Valuingbilingualworkers:somequicktips..........................................................................72.5 Howdoyouassessthelanguageskillsofbilingualworkers?...............................................82.6 WhenNOTtouseabilingualworker....................................................................................82.7 Whatsystemsshouldbeinplacetosupportworkerswithbilingual/biculturalskills?........9
3. Conclusion.................................................................................................................10
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1. Preface
ThisworkbookispartofaseriesofresourcesforthedisabilityservicessectordesignedbyfuturesUpfrontforNDSwithfundingprovidedbytheNSWDepartmentofFamilyandCommunityServices;Ageing,DisabilityandHomeCare.
1.IndividualPractices–workingwithpeoplefromCALDbackgroundswithdisability
1.1Empathy–apracticetoconnectacrosscultures
1.2Activelistening–unconditionalpositiveregardacrosscultures
1.3Choicemaking–cross-culturaldifferencesandwhatcanwelearnfromthem
1.4ReflectivePractice–whydifferentpointsofviewmatter
1.5Workingeffectivelywithinterpreters
2.OrganisationalPractices–buildingaculturallyresponsiveorganisation
2.1Terminologyanddata–aguidetounderstandingculturaldiversityanddisability
2.2Makingthebusinesscase–whydiversityisgoodforbusiness
2.3Aculturallyresponsivepersoncentredorganisation–keyelements
2.4Leadingtowardsculturalresponsiveness–apracticalguideformanagers,teamleadersandcoaches
2.5Buildingadiverseworkforce–practicalstrategies
2.6Valuingbilingualworkers–strategiestorecruit,trainandretain
3.CommunityEngagement–workingalongsidediversecommunities
3.11Community@atime–culturallyresponsivecommunityengagementprinciplesandelements
3.2MakingLinks–networkingwithCALDCommunities
3.3Cross-culturalstory-basedmarketing–1story@atime
Thisworkbookispartof“Organisationalpractices-buildingaculturallyresponsiveorganisation”series.
1.1 How to use this workbook? Thisworkbookcanbeusedinmanydifferentways,including:
´ Asaself-pacedlearningprogrambyanindividual
´ Asaself-pacedlearningprogramforagroup
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´ Aspartofformaltrainingorganisedbyanorganisation
´ Aspartofcoachingandmentoring.
Thisworkbookincludesexercisesandopportunitiesforreflections(whenworkingbyyourself)ordiscussions(whenworkingwithothers).
Thereisplentyofroominyourworkbooktotakenotesandmakecomments.
1.2 What is this workbook about? Thisworkbookprovidesthecaseforwhyutilisingandvaluingbilingual/biculturalworkersmakesgoodbusinesssense.Itwillgiveyousometipsandtoolstogetthemostoutofyourbilingual/biculturalworkforce.
1.3 Outcomes Attheendoftheworkbookyouwill:
´ Betterunderstandwhoarebilingual/biculturalworkers
´ Understandthebenefitsofutilisingtheskillsofbilingualbiculturalworkers
´ Beabletoapplysomeofthetipsoutlinedintheworkbook
´ Putinplaceprocessestosupportyourbilingual/biculturalworkforce.
1.4 Who is this workbook for? ´ Peopleinanorganisationresponsibleforstrengtheningtheworkforce
´ Anyoneinterestedinmakingtheirorganisationmoreresponsivetothepeopletheysupportandthecommunitiestheyworkin
´ Peoplewhoareinterestedinbuildingadiverseworkforce.
1.5 How long will it take to complete? Thisworkbookwillonlytakeyou45minutestocomplete,includingtheshortvideo.However,ifyougotthroughthetipsat2.7itwilltakeawhilelonger.
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2. The Workbook
2.1 Introduction The2015NDSReport,‘EverybodyCounts:WhyLanguageServicesMatter1’,foundthatbilingual/biculturalworkers:
´ Arewellconnectedintheircommunities
´ Helpbuildlongtermrelationshipswithcommunities
´ Aidcommunicationandfacilitatecross-culturalunderstanding
´ Helpbreakdownbarriers
´ Engendertrustandmakepeoplefeelwelcome.
Yetfeworganisationsactivelyrecruit,utiliseorassessthebilingualskillsoftheirworkforce.
InWorkbook2.2:Makingthebusinesscase-whydiversityisgoodforbusiness,weidentifiedthebenefitsfororganisationswishingtocommunicateandengageeffectivelywithpeoplefromCALDcommunitieswithdisability.
Withorganisationsconsideringwhotheir(potential)clientsare,andidentifyingthebestwaystoprovidesupportservicesforindividuals,oneconsiderationishowtoassistpeoplewhodonotspeakEnglishwellornotatall.UndertheNDIS,peoplewithdisabilitywhodonotspeakEnglishwellornotatallmayreceivefundingforinterpreterservicesaspartoftheirplan.Thebudgetallocationhowever,maynotcoverinterpretersinallsituations.Organisationswhocantapintotheirbilingualworkforcewillhaveacompetitiveedgeinthismarket.
2.2 Who is a bilingual/bicultural worker? Bilingual/biculturalworkersarereferredtoasthoseworkerswhoselinguistic/culturalskillsareacorecomponent,oressentialskilloftheirposition.
Therearealsoworkerswhohavebilingual/biculturalskills,butthoseskillsareskillsarean‘added’bonus.Theirbilingual/biculturalskillsarenotpartofthecorecomponent,noressentialcriteriaoftheirposition.
1ThesebenefitsarebasedonthefindingsfromthesurveyconductedfortheEverybodyCounts:WhyLanguageServicesMatterReport.Ofthe170respondentstotheonlinefrontlineworkerssurvey,33%statedtheywerebilingualandyetofthe130Managerswhorespondedtotheonlineorganisationalsurvey25%statedthattheyactivelyrecruitedforbilingualskillsand7%assessedthebilingualskillsofitsworkforce
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Inthisworkbookwearefocusingonthevaluethatallworkerswithbilingual/biculturalskillsbringtoanorganisation.
Reflections
DoyouknowhowmanyofyourworkersspeakalanguageotherthanEnglish?
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DoyouknowwhatlanguagesotherthanEnglisharespokenbyyourworkers?
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DoyouknowhowmanyoftheworkerswhospeakalanguageotherthanEnglishwouldliketousethatskillatwork?
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DoyouknowhowskilledeachworkerisinthelanguagesotherthanEnglishtheyspeak?
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2.3 What are the benefits of workers with bilingual /bicultural skills for an organisation2? Workerswithbilingual/biculturalskillsbringmanybenefitstoanorganisationasadirectconsequenceoftheirlanguageskillsandculturalknowledge.They:
´ Aidcommunicationandfacilitatecross-culturalunderstanding
´ Helpbreakdownbarriers
´ Engendertrustandmakepeoplefeelwelcome
Inaddition,theymay:
2FuturesUpfront(2015)NDSReport,‘EverybodyCounts:WhyLanguageServicesMatter’,
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´ Bewellconnectedintheircommunities:workerswithbilingual/biculturalskillscanbeawealthofknowledgeandinformationabouttheircommunitiesandareoftenwellplacedtosupportanorganisationtoengageandnetwork.
´ IncreaseaccessbypeoplefromCALDwithdisabilityfromthesamebackground-workerswhoaretrustedbycommunitiescanprovidepathwaysforpeopletoaccessservices.
´ Helpbuildlong-termrelationshipswithcommunities.Theyhaveagreaterunderstandingofissueswithincommunities,andhowtonavigatethesesensitively.
´ Bringdifferentperspectivesandcreativeideastosolvingproblems
´ SupportotherworkerstobetterunderstandculturaldifferenceswhenworkingwithapersonfromCALDwithdisability
´ Expandthediversityoftheworkplace.
Video: A Peacock in the Land of Penguins
Thisisagreatshortvideothathighlightsthebenefitsofdiversity
https://www.youtube.com/watch?v=hNeR4bBUj68
´ Reflections
Whatvaluedoeshavingworkerswithbilingual/biculturalskillsbringtoyourorganisation?
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2.4 Valuing bilingual workers: some quick tips Togetthemostoutofyourbilingual/biculturalworkforceconsiderthefollowingsuggestions:
Quick tips
1 YoucanbeginbydoingalanguageaudittoidentifyworkersthatspeakalanguageotherthanEnglish.Youmightdothisasanonlinesurvey(surveymonkeyworkswell)oryoumayalreadycollectthisinformationaboutyourworkers.
2 Considercollectingthefollowinginformation:
´ CountryofBirth
´ Ethnicity
´ MainlanguageotherthanEnglishspokenathome
´ Willingnesstousebilingual/biculturalskillsatwork
´ Areasofinterests,activities,orskills
3 1. Collateresponsesandcomparetolocalareademographicsandtoyourclientprofile(Workbook3.2:MakingLinks-networkingwithCALDCommunities,outlineshowtoaccessdemographicdata)
4 2. Usethisinformationforthebasisofdevelopingalanguageskills/culturalknowledgeregister,andcompile.
5 3. Determinehowyouaregoingtoassessthebilingualandbiculturalskillsofthoseworkerswhoexpressedaninterestonusingthemintheworkplace(see2.5below).
6 4. Considerremunerationoptions
7 5. Developapolicy.Youmayneedtoreviewallyourcommunicationandlanguageservicespoliciestoensuretheyreflecttheroleofbilingualworkers(see2.6below)
8 6. Considerdevelopingabilingualworkerjobdescriptionorreviewexistingjobdescriptionstoincludelanguageskills
9 7. Reviewyourrecruitmentpractices:Activelyencouragepeoplewithbilingual/biculturalskillstoapplyforpositions
10 8. Providetrainingtobilingualworkerssothattheyunderstandtheirspecificresponsibilities
11 9. Providetrainingtoallworkersabouttherolesandresponsibilitiesofbilingual/biculturalworkers
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12 10. Promotethelanguageskills/culturalknowledgeregisteracrosstheorganisation,tothepeopleyousupport,andtothecommunitiesyouworkin.
13 11. Developasystemforrecordingtheoccasionsofuseofthelanguageskillsofworkers
14 12. Monitorandreviewtheeffectivenessofthestrategy
15 13. WhendevelopingengagementstrategiesforworkingwithspecificCALDcommunitiestalktoyourworkersfromthesamecultural/linguisticbackgroundwithbilingual/biculturalskillsfirst.Findoutwhattheyknowabouttheircommunitiesandwhattipstheycangiveyouforengagement.Includetheminanyengagementstrategies.
Applyingtheabovetipswillactivelydemonstratethevalueyouplaceonyourbilingual/biculturalworkforceandhelpyougetthemostoutofthem.
2.5 How do you assess the language skills of bilingual workers? TheNationalAuthorityofAccreditationofTranslatorsandInterpreters(NAATI)canprovideformalassessmentofthelanguageskillsofyourworkers.YoucanaccessNAATI’s2015-16FeesandChargesScheduleat:https://www.naati.com.au/media/1079/fees-and-charges.pdf
Someorganisationschooselessformalapproachestoassessthelanguageskillsoftheirworkers.Forexample,theTransculturalMentalHealthCentre(TCMHC),havedevelopedanumberofinformalprocessestoassessthebilingualskillsoftheirworkers.Theseinclude:
´ Gettingfeedbackfromtheperson/ssupportedbytheworker.
´ Usinga‘languageexpert’oninterviewpanels
´ Buddyingnewworkerswithestablishedbilingualworkerswhocanassesstheirlanguageskills‘onthejob’
´ Assessingthequalityofbilingualresourcesdeveloped.
2.6 When NOT to use a bilingual worker Itishoweverimportanttorememberthatworkerswithbilingualskillscannotreplaceprofessionalinterpretersinallsituations.Professionalinterpretersshouldalwaysbeusedinsituations:
´ whenyouareseekingformalconsent
´ thatarecomplex
´ whereyouarecommunicatinginformationthatislegallybindingor
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´ thatputatriskeithertheorganisationortheperson.
FormoreinformationaboutwhentouseabilingualworkergotoWorkbook1.5WorkingEffectivelywithInterpreters.
2.7 What systems should be in place to support workers with bilingual/bicultural skills? Considerdevelopingpolicyaroundtheuseofbilingual/biculturalworkersfortheorganisation.Someconsiderationsforinclusion:
´ Definitionsandroles(e.g.workerswithbilingual/biculturalskills;bilingual/biculturalworkers,,professionalinterpreter)
´ Embeddinglanguagecompetencyasacoreskillintojobdescriptions
´ Howwillyouassesslanguageskills?
´ Howwillyoukeeparecordofthelanguageskillsofworkers(willyousetupadatabase?
´ Protocolsonusingtheworkersbilingualskills
´ Guidelinesforidentifyingwhichsituationstouseabilingualworkerandwhentouseaprofessionalinterpreter
´ Howtorenumeratesomeoneforuseoftheirlanguageskills
´ Howtomatchworkerstothepeoplesupported.
Ensurethatanypoliciesandproceduresyoudevelopareintegratedintothebroaderorganisationalcontextandembeddedintoyourcontinuousimprovementprocesses.
Ideallypoliciesandproceduresinrelationtotheuseofbilingualworkersshouldbepartofanoverallcommunicationsstrategythataddressesrelatedmultilingualcommunicationissuessuchastheuseofprofessionalinterpretersandtranslationservices.
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3. Conclusion
Workerswithbilingual/biculturalskillsareavaluableresourceforeveryorganisation.Thisworkbookaimedtoassistyoubygivingyousometipsandconsiderationsfordemonstratingthevaluethatworkerswithbilingual/biculturalskillsbringtotheorganisation.
YoumayalsowanttohavealookatWorkbooks2.5Buildingadiverseworkforceand3.2MakingLinks.
Reflections
Whataresomeofthetakeawaymessagesfromthisworkbook?Aretherethingsyoudisagreewith?Wastheresomethingthatsurprisedyou?
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