2.3 Creating a culturally responsive person centred …...centred practice across your organisation. 1.3 Outcomes: By the end of this workbook you will be able to: ´ Define person

Workbook2.3PersonCentredPracticeAcrossCultures

Aculturallyresponsivepersoncentredorganisation-keyelementsJuly2016

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 Definitions.............................................................................................................................4

2.1.1 Whatis‘personcentred’?.................................................................................................42.1.2 Whatisculturalcompetence?..........................................................................................42.1.3 Culturallyresponsivepractice...........................................................................................5

2.2 Whataretheparallelsbetweenpersoncentredandculturallyresponsivepractices?........62.3 Aculturallyresponsivepersoncentredorganisation............................................................72.4 Gettingstarted......................................................................................................................9

3. Conclusion................................................................................................................13

Workbook2.3:Aculturallyresponsivepersoncentredorganisation-keyelements

©futuresUpfront|2016|PersonCentredPracticeAcrossCultures

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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? Thisworkbookconsolidatesthelearningfromalltheworkbooksinthisseriesbygivingyouaframeworkforembeddingculturallyresponsivepersoncentredpracticeacrossyourorganisation.

1.3 Outcomes: Bytheendofthisworkbookyouwillbeableto:

´ Definepersoncentred,culturalcompetenceandculturallyresponsivepracticeandunderstandthebasicstoapplyingthemtoyourownandyourorganisation’swork

´ Understandtheparallelsbetweenpersoncentredandculturallyresponsivepractice.

´ Reflectonthefoundationprinciplesthatunderpinculturallycompetentpersoncentredorganisations

´ Usetheideasoutlinedinthisworkbookassteppingstonestowardsbuildingaculturallycompetentpersoncentredorganisation

1.4 Who is this workbook for? ´ Leadersandotherpeopleinanorganisationwhocanaffectchange

´ Peoplewhowanttoinfluencechange

1.5 How long will it take to complete? Readingthroughtheworkbookandconsideringthecriticalquestionswilltakeyouaboutonehour.Completingalltheexercisewilltakemuchlonger,especiallywhenusedasaguideforeffectingorganisationalchange.



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2. The Workbook

2.1 Definitions

2.1.1 Whatis‘personcentred’?

Personcentredapproachesare:

“waysofcommissioning(funding),providingandorganisingservicesrootedinlisteningtowhatpeoplewant,tohelpthemliveintheircommunitiesastheychoose.Peoplearenotsimplyplacedinpre-existingservicesandexpectedtoadjust,rather,theservicestrivestoadjusttotheperson.Personcentredapproacheslooktomainstreamservicesandcommunityresourcesforassistanceanddonotlimitthemselvestowhatisavailablewithinspecialistservices.”1

Thekeyprinciplesthatunderpinperson-centredpracticeare:

´ thepersonisatthecentre

´ theirwidersocialnetworkisinvolvedasfullpartners

´ thereisapartnershipbetweentheperson,theirfamilyandtheserviceprovider

´ thewholeoflifeisconsidered

2.1.2 Whatisculturalcompetence?

Culturalcompetenceisdefinedas:

“asetofvalues,behaviours,attitudes,andpracticeswithinasystem,organisation,programoramongindividualsandwhichenablesthemtoworkeffectivelycrossculturally

Itreferstotheabilitytohonourandrespectthebeliefs,language,interpersonalstylesandbehavioursofindividualsandfamiliesreceivingservices,aswellasstaffwhoareprovidingsuchservices.Strivingtoachieveculturalcompetenceisadynamic,ongoing,developmentalprocessthatrequiresalongtermcommitment”.2

1ValuingPeople–ANewStrategyforLearningDisabilityforthe21stCentury.GuidanceforImplementationGroups,http://valuingpeople.gov.uk 2Denboba,D.,U.S.DepartmentofHealthandHumanServices,HealthServicesandResourcesAdministration(1993).MCHB/DSCSHCNGuidanceforCompetitiveApplications,MaternalandChildHealthImprovementProjectsforChildrenwithSpecialHealthCareNeeds



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However,inourexperiencethetermculturalcompetencecanbeconfusing.Theterm‘competence’isusedintheVocationalEducationandTraining(VET)sectortoidentifyskillsorknowledgethatanindividualisproficientwith.Itisalsousedasameasurefordeterminingwhethersomeonehaspassedorfailedaspecifiedunitofcompetency.Weareoftenaskedbyindividualsandorganisationstoratetheirlevelofculturalcompetency.

Althoughwecontinuetouseculturalcompetencetodescribetheworkrequiredatanorganisationallevel,theterm‘culturallyresponsivepractice’betterdescribestheworkrequiredatanindividuallevelandisbetteralignedto‘person-centred’practice.

2.1.3 Culturallyresponsivepractice

Tobe‘culturallyresponsive’meansbeingwillingtoconsidertheworldthroughanotherperson’seyes.Evenwhenweshareasimilarbackgroundweoftenthink,feelandrespondtothingsinlifedifferently–thinkaboutage-relatedperspectivesorgender-influencedviews.Workingwithpeoplemeanslearningtoworkwithdiversewaysofseeingandbeingintheworld.Unintentionally,wecanassumethatwhatandhowwevalueanddothingsisuniversallyapplicableand/orthatcommontraitscanbeappliedtopeoplewithsimilarbackgrounds.Humansdonotallseeorrespondtotheworldthesameway.

‘Culturallyresponsivepractice’isaboutappreciatingthistendencyinourselves,andeachother,andbeingwillingtolearnaboutandconsidereachperson’sperspective.Peopleareuniqueregardlessofwhatmayatfirstappeartobesimilarities.Thiswayofworkingallowsustogettotherealheartofeachperson’sneeds.Essentially,itisaboutlisteninganddevelopingarespectfulcuriosityaboutwhopeopleare,whatmotivatesandinfluencesthem,andhowthisimpactsthewaystheyliketobe,andfeelbestsupported,intheworld.

Theterm‘responsive’isimportanthere.Itacknowledgesthat‘culturallyresponsivepractice’requiresacommitmenttoaneverunfoldingprocessoflearning.Eachpersonwillseeandexperiencetheworldthroughtheirownculturallens,andwhatmakesupthatculturallensisgoingtobedifferentforeachindividual.Sotheprocessisalwaysevolving,andourabilitiestoremaincuriousandconsiderpeople’sneedsfromtheiruniqueculturalperspective,whichitselfcanchangeandgrow,isthekey.



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2.2 What are the parallels between person centred and culturally responsive practices?

Table1:Parallelsbetweenpersoncenterednessandculturalresponsivenessattheindividuallevel:

Person-centred Culturallyresponsive

Understandself Understandselfinthecontextofculture

Understandpersonallens Understanddifferent,culturallydiverselenses

Understandpersonalvalues,beliefsandtheirimpact

Understandpersonalvalues&beliefsinthecontextofculture

Understandimpactofcultureonthe‘makingof’personalvaluesandbeliefs

Exploretheimpactofconsciousandunconsciousprejudice

Acceptexistenceofconsciousandunconsciousprejudicesandcontinuallychallengeoneselfandothers

Table1outlinessomeoftheimportantparallelsbetweenpracticesthatare‘personcentred’and‘culturallyresponsive’.Thecommonlinkistheneedtostartwithunderstanding‘self’.Thisrequiresanhonestcuriosityaboutwhatourownbeliefsandvaluesarei.e.gettingtoknowourownculturallens.Fromtherewecanbegintoappreciatetheimpactoffactorssuchashowwe’vebeenraised,wherewelive,whowespendtimewith,wherewe’vebeentoschoolorwork,andourpersonalityonhowwethinkandactintheworld,whatwevalue,andhowthesecanchangeovertime.Thenextstepistogainawarenessofhowourviewsandbeliefsarenotnecessarilysharedbyotherpeople.Wedonotallseetheworldthesamewayevenifweappeartohavesimilarbackgrounds.

WhenworkingwithpeoplefromCALDbackgroundswithdisabilitywearelikelytoencounterawiderangeofviewsandbeliefsthatdonotnecessarilymatchourown.Eachpersonwillbedifferent.Personcentredculturallyresponsivepracticerequiresustobeawareofandrespondtothis,andappreciatetherolecultureplaysinshapingeachofus,oftenunconsciously.Thestartingpointisalwaysunderstandingourselves.Wecanthenapproacheachpersonawareofhowourownculturallyderivedperspectivesand



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preferencesmightinfluencehowweseetheotherperson,and,therefore,interpret,defineandrespondtotheirneeds.

Individuals,professionsandorganisationsallhavecultures,andeachareimportanttoacknowledgeandunderstand.Doingthisenablesustoappreciatehowcultureinfluencesthewaytheworldisstructured,whatsocietiesvalue,andhowindividualsbehave.Ifthisremainsunconsciouswearenotabletoseeandappreciatethedifferencesthatareimportanttolivingourlivesinwayswevalueandenjoy.

Itisthecombinationofbeingabletofocusoneachperson,whoistheproductoftheiruniqueculturalexperiencesandviews,andunderstandinghowourownculturalperspectivesimpactourabilitytodothis,thatisthestrengthofpersoncentredculturalresponsivepractice.Understandingthatcultureisnotuniform,perspectivesaredeeplypersonal,andourwayofseeingtheworldisjustthat,ourway,andmaynotbethesameasanotherperson’s,iscentraltobeingabletoworkwiththispractice.

2.3 A culturally responsive person centred organisation

Figure1:Culturallyresponsivepersoncentredorganisation:Amodel



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Figure1abovedescribesvisuallythethreekeyelementsrequiredforbuildingaculturallyresponsivepersoncentredorganisation.

´ Personisatthecentre

´ Waysofworking

´ Foundationprinciples

Thepersonisatthecentreofeverythingwedo:Eachofusistheexpertinourownlives.WhenworkingalongsideapersonfromCALDbackgroundwithdisabilityweneedtostartfromapositionofrespectfortheirculturalworldviewandresistapplyingourown.

Thepersonatthecentreinfluencesallofourwaysofworking.Aculturallyresponsivepersoncentredorganisationcriticallyreflectsoneveryaspectofhowitdoesitsworkandiscommittedtoeffectingchangethroughoutthewholeorganisation.Itappliesacriticalreflectivelenstothefollowingthreeareas:

´ organisationalpracticesandsystems:howdoesourorganisationalculture,governance,leadershipandworkforceinfluenceimpactonhowwedoourwork?

´ individualpractices:becomingawareof‘self’andtheroleofcultureinourownandthelivesofpersonsfromCALDbackgrounds.Howdowesupportourworkerstodevelopculturalself-awarenessandareabletoapplyitwhenworkalongsideapersonfromCALDbackgroundswithdisability.

´ communityengagement:focusesonhowweconnect,engageandnetworkwiththepeoplewesupport,theirfamilies,andcommunities.

Theseareasofourworkarenotmutuallyexclusivebutoverlap,symbolisingtheconnectionsandrelationshipsbetweenthem.Forexample,itishardtoseparatewhencriticallyreflectingonorganisationalvalues,theinfluenceourownpersonalvalueshaveonorganisationalpractice.

Youwillnotethatthesethreeareasrepresentedinthediagramalignwiththeareaswehavefocusedoninthisworkbookseries.Thecriticalquestionscontainedinthemwillfacilitatediscussionandprovideyouwithastartingpointtoexploreyourjourneytowardsaculturallyresponsivepersoncentredorganisation.

Finally,aculturallyresponsivepersoncentredorganisationisfoundedontheprinciplesofhumanrights,asocialmodelofdisability,socialjustice,culturalcompetenceandpersoncentredpractice.Theseunderpinaculturallyresponsivepersoncentredorganisation.



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Workbook Exercise

Chooseoneofthetopicsyouhavealreadycompleted(egWorkbook2.6–Valuingbilingualworkers).Howwouldyouapplythefoundationprinciplesoutlinedin2.3abovetothisareaofwork?

Humanrights...........................................................................................................................

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Socialmodelofdisability..........................................................................................................

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Socialjustice............................................................................................................................

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Personcentredpractice..........................................................................................................

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Culturalcompetence................................................................................................................

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2.4 Getting started Thestartingpointforbuildingaculturallycompetentpersoncentredorganisationisawholeoforganisationcommitmenttoeffectingchangeatalllevelsoftheorganisationandapplyingaprocesstoguideandsupportthatchange.

“(Weneedto)…stopcreatingculturesof“them”and“us”.Beforewe–andourorganizations-canbecomeadvocatesoragentsofchangewemustfirstseeourselvesaschangetargets.Startingwithoneselfcanbeseennotonlyasapreconditionforauthenticitybutalsoasoneofthestrongestqualityindicatorsofperson-centredwork.AsSmull,BourneandSanderson(2009)noteusingasmallsetofperson-centredvalue



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basedskillsandtoolsthroughoutalllevelswilldrivechangethroughoutthewholesystem.”3

ü Step1: Undertakeanauditofeveryaspectofyourorganisation’spracticestocriticallyevaluateyourcurrentbusinessandtodevelopasystemicprocessforguidingandoversightingculturalchange. Awholeoforganisationauditshould:

1. DeterminethedegreetowhichyourorganisationiseffectivelyrespondingtoeachpersonitsupportsaswellastheCALDcommunitiesitworksalongside.

2. EstablishpartnershipsthatinvolvethepersonsfromCALDbackgroundswithdisabilityyousupport,theirfamilies,andcommunitiesinameaningfulway.

3. Identifytheskills,trainingandresourcesneededtobuildtheorganisation’sculturallyresponsivepersoncentredpractice.

4. Planstrategicallyforthesystematicincorporationofcornerstoneprinciplesandvaluesacrossallpolicy,structuresandpractices.

5. ReviewpoliciesandworkpracticestoidentifythegapsandbarriersintheprovisionanddeliveryofservicesandprogramstopeoplefromCALDbackgroundswithdisability.

6. Identifystrategiestoredressthegapsandprioritisetheminaccordancewithyourorganisation’sresources.

7. Identifytheresources(human,time,physical,financial)andskillsneededtoimplementthestrategiesbytheorganisation.

ü Step2: Buildauditoutcomesintostrategicplan

Culturallyresponsivepersoncentredpracticeneedstobeincorporatedintoeveryaspectofanorganisation’soperations,policiesandprograms.Buildingtheauditoutcomesintothestrategicplanincreasesthelikelihoodofitsimplementationandeffectingorganisationalchangeatorganisationalculturallevel.

ü Step3:Developaculturallyresponsivepersoncentredworkforce

´ Activelyrecruitforculturallyresponsivepersoncentredworkers´ Buildtherequirementtoworkinculturalresponsivepersoncentred

waysintojobadvertisements,jobdescriptionsandperformanceappraisals

´ Activelyrecruitforbilingual/biculturalskillsandforpeoplefromdiversebackgrounds

´ Diversifyyourrecruitmentstrategies

3Source:http://trainingpack.personcentredplanning.eu/index.php/en/becoming-a-person-centred-organisation(Accessedon17/05/2016)



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´ Buildreflectivepracticeintoteammeetingsandprofessionaldevelopmentopportunities

´ Encouragestafftoexploretheimpactoftheirpersonalvaluesontheirworkpractice

´ Identifyskillsdevelopmentandtrainingneedsofallworkersregardingculturallyresponsivepersoncentredpracticeanddevelopaskillsdevelopmentplanofaction.

Workbook Exercise

Organisationalcultureisinfluencedbythevalues,leadershipandthepeopleofanorganisation.Howwillyouengagepeopleatalllevelsoftheorganisation(personswithCALDbackgroundswithdisability,theirfamilies,CALDcommunities,workers,governanceboard,leaders?).......................................................................................................................

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Whatarethreebarriersandthreeenablersofculturallyresponsivepersoncentredpracticeinyourorganisation?...............................................................................................................

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Howdoyouknowthattheseareenablers/inhibitors?

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Whatchangescanyouoryourorganisationmakenowtostrengthentheenablers?

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Whatchangescanyouoryourorganisationmakenowtominimisetheinhibitors?

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Whowillberesponsibleformakingsurethesechangeshappen?...........................................



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Reflection/Comments:...........................................................................................................

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3. Conclusion

Buildingaculturalcompetentpersoncentredorganisationrequiresembracingourownandthemanyotherdiversewaysofseeing,beingin,andunderstandingtheworld.Webringourvalues,oftenunconsciously,totheworkwedo.Knowingthisistheimportantstartingpointforsuccessfullymovingtowardsamoreinclusiveandrespectfulpracticewiththepeoplewesupport.

Beingcuriousaboutwhatmakesuswhoweeachare,andhavingawillingnesstotakethetimetoexplorethat,willenableustogettoknowbothourselvesandourclientsbetter.Wearetheninamuchbetterpositiontounderstandandrespondtotheircoreneedsinwaysthatmakesensetothem,andinwaysourclientsvalue.

Thisisacontinuousprocessthatwillenrichourworkthemorewestepintoit.Ittakestimetofindcomfortwiththiswayofworkingandrequiresourpatience.Aboveall,personcentredculturallyresponsivepracticeisaboutrecognisingthatweallhavedifferentwaysofbeingintheworld,thateachperson’spointofviewdeservesequalrespectandconsideration,andthatwemustunderstandourselvesbeforewecanmeaningfullyidentifyandassistotherswiththeirneeds.

Bepreparedtobechallengedandenjoythelearningalongtheway.

Reflection

Whataresomeofthetakeawaymessagesfromthisworkbook?Aretherethingsyoudisagreewith?Wastheresomethingthatsurprisedyou?

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Documents

2.3 Creating a culturally responsive person centred …...centred practice across your organisation. 1.3 Outcomes: By the end of this workbook you will be able to: ´ Define person