CHCDIV002 Assessment Task 5

Part B: Communication with Aboriginal and Torres Strait Islander People

Fill in the following table to provide an example of how the workplace communicates with Aboriginal and/or Torres Strait Islander people.

Ask someone from the workplace who saw you do this to confirm the details you have given in the Third-Party Confirmation section. Attach any supporting evidence.

Date: _____/______/_______

Details

Tick to confirm that you have included the required evidence listed below.

Relevant parts of your workplace communication and/or diversity policy/ procedures.

List any further evidence that you wish to include.

1a. Access and evaluate the workplace /organisation policies and procedures. Does the policy and procedures guide how to communicate with Aboriginal and Torres Strait Islander people?

The policy and procedure of this organization does guide communicate with Aboriginal and Torres Strait Islander people. The Cultural Safety Framework is underpinned by the following set of enabling principles: Aboriginal Self Determination, Social and Restorative Justice, Equity, Negotiated Partnership, Transparency, Reciprocity, Accountability, Sustainability, Political Bipartisanship, Cultural Contextuality These enabling principles are the pre-requisites for ensuring effective and sustainable transformational change within the health system whereby cultural safety strategies are embedded within the processes and policies to increase health outcomes for Aboriginal and Torres Strait Islander peoples.

1b. Discuss how this is helpful to a “worker” in the organisation to allow the worker to work with ATSI employees and clients.

Across mainstream Australia few would know, understand, or recognize ATSI Health Workers and Health Practitioners as standalone professions. Yet, within ATSI Australia, this workforce is renowned as a vital and reliable community resource critical to the health and wellbeing of ATSI people. Evidence directly connects their roles to improved health across the life course.

ATSI Health Workers and Health Practitioners work with communities, families, and individuals of all ages. They work autonomously and in teams with other health professionals, including medical doctors, registered nurses and midwives, dentists, psychologists, allied health professionals, and with policy makers, educators, and researchers.

They provide a range of health services depending upon the work setting and individual scope of practice. These may include, but are not limited to:

Clinical services such as: assessment and screening of physical health and social emotional wellbeing, health promotion for risk factors (e.g. tobacco, healthy eating), providing health care in line with care plans and/or treatment protocols, supporting clients in self-management, including the safe use of traditional and Western medications.

Planning, delivering, and evaluating population health programs.

Advocating for clients, including interpreting, and translating language.

Providing advice, support, and training on providing culturally safe health services to other health professionals, policy makers, researchers, and educators.

Management activities, such as: staff supervision and mentoring, business and financial management, quality improvement, education and training of Health Workers and other health professionals.

2a. What are potential communication issues with Aboriginal and Torres Strait Islander people and how may that affect the quality of services provided to them?

All communications with Aboriginal and Torres Strait Islander peoples should be respectful and culturally sensitive. There is no formula or set rule for interacting with Aboriginal and Torres Strait Islander peoples. When communicating with Indigenous audiences, government agencies should be aware that there may be barriers to effective communication and engagement because of past negative experiences with governments, cultural and traditional differences between and within groups, and a higher degree of transiency, particularly in regional and remote locations. General considerations when communicating with Aboriginal and Torres Strait Islander audiences include:

Use clear language – ensure jargon, acronyms or technical terms are minimized and fully explained.

Be aware that words might have different meanings in different communities

Use multiple channels to convey your message, which can include face-to-face, letters, television, brochures, posters, talking posters, print media, community radio, videos, websites, and social media.

Use Aboriginal and Torres Strait Islander voices to demonstrate relevant stories of success and encourage locals to share their stories through your communication channels.

Use a mix of mainstream and Indigenous media channels for general information and Indigenous specific information.

Use culturally specific elements for Indigenous-specific communications, such as language, talent, design, and music elements.

Be aware that there may be gender specific elements that need to be considered for cultural reasons.

Consider that some Aboriginal and Torres Strait Islander communities face lower literacy and numeracy skills.

Be active providers of information as some Indigenous communities wait to receive government information rather than to seek it out.

2b. What are some strategies that you can use when communicating with Aboriginal and Torres Strait Islander people?

the Natsihwa cultural safety framework is comprised of eight domains which are viewed as equally important, interrelated, and applied consistently and equitably. Each domain represents a particular focus which is considered essential to the effective creation and maintenance of a culturally safe and responsive healthcare workplace environment and system. Each domain has a set of components, namely: core knowledge and practice, core enablers, core performance indicators, and a monitoring and evaluation component. The framework can be used to assist communities, health services, health professionals, and healthcare systems to negotiate and collaborate in relation to the development of locally focused and derived processes to improve the nature and scope of healthcare services in how they deliver services to Aboriginal and Torres Strait Islander peoples.

3a. Provide an example of when you communicated with an Aboriginal or Torres Strait Islander community member, worker or client

OR

How you would communicate with an Aboriginal or Torres Strait Islander community member, worker or client?

- I would communicate with an Aboriginal in the same way I communicate with other people, following the next principles: Use appropriate words, neutral, a non judgemental language

- Being understanding and acknowledging other´s opinions.

- Use an adequate tone of voice and volume

- If I am talking to someone with any disability make sure I am using resources to make them the communication easier.

- Pick a quiet and peaceful environment.

The only aspect that I would consider more carefully is the non-verbal communication. For example, do not make eye contact, because some Aboriginal’s traditions do not follow making eye contact when having a conversation, and also do not be very close and make physical contact, because it may be disrespectful for them.

3b. Summarise the conversation from question 3a

Aboriginal and Torres Strait Islander audiences comprise a wide range of people with different communication needs, information preferences, and expectations of government. These different needs are influenced by factors including location, levels of literacy, age, cultural considerations, and access to technologies. When communicating with Aboriginal and Torres Strait Islander peoples it is particularly important to consider their locality and whether they are accessing Government services and information from an urban, regional, or remote setting. Aboriginal and Torres Strait Islander peoples living in urban centers have access to mainstream services and information, whereas those living in regional or remote locations may have targeted services, programs and dedicated government staff to deliver information to the community. Those living in remote communities may also have lower English proficiency with English being the second, third or fourth language spoken within the community. When considering communication with regional and remote communities it is important to remember that every community has their own local protocols, and this should dictate the communications approach you take. All communications with Aboriginal and Torres Strait Islander peoples should be respectful and culturally sensitive. There is no formula or set rule for interacting with Aboriginal and Torres Strait Islander peoples. When communicating with Indigenous audiences, government agencies should be aware that there may be barriers to effective communication and engagement because of past negative experiences with governments, cultural and traditional differences between and within groups, and a higher degree of transiency, particularly in regional and remote locations.

3c. How did the communication show respect for cultural differences?

The communication showed respect by following some simple strategies for effective cross-cultural communication such as:

· Speaking slowly and clearly.

· Using short and simple sentences.

· Maintaining normal volume.

· Using different words to express the same idea.

· Prioritising and sequence your instructions.

· Avoiding jargon.

· Responding to expressed emotions.

3d. Evaluate and describe ways that the communication could have been improved to suit the needs of the person,worker or client of the service.

Establishing a human connection: You can be informal and still be professional. Ultimately, you are one person talking to another and reminding a client they are dealing with a human being helps break down a barrier.

Be sensitive to your client’s comfort zone: On average, 78% of Australians between 14 to 65 have internet access at home, but age is still the greatest barrier to using digital services. But less than half of all Australians aged 65 and over have a home internet connection but that does not mean they are not engaging with online services.

With the increasing emphasis on digital communication it is important to survey older clients to make sure you are engaging with them effectively.

Understand communication channels… and when to use them: Technology unlocks new ways of communicating, but traditional avenues are still good options. Below is a list of ways to contact clients, with benefits and recommended use of each: Direct mail (DM), SMS, presentations, landing pages, videos, statements.

Prioritize quality over quantity: Ask plenty of questions when you meet a client to gain a clear understanding of their goals. Armed with this knowledge, you can provide targeted communications that specifically address their concerns and needs.

Add a personal touch: When a client feels understood by their adviser, the relationship can flourish. In the age of digital communication, a handwritten note can go a long way. Sending them a handwritten note with their report can strengthen your relationship.

Use your knowledge to everyone’s advantage: An adviser is in the unique position to judge how best to engage with clients. Only the adviser knows which client will be receptive to highly technical, data-driven analysis and who would prefer their communication in layman’s terms. Make sure you tailor your engagement based on your client’s preference.

WORKPLACE SUPERVISOR CONFIRMATION IF RELEVANT: Please confirm the student’s account of this situation by signing here. By signing this section, you agree you saw the student completing above.

Name: ____________________________ Signature: _________________________

Position; __________________________

Date: _____________________________

Part C: PLANNING, IMPLEMENTING AND EVALUATING CULTURALLY SUPPORTIVE ENVIRONMENTS AND EXPERIENCES

You need to fill in the following table with the evidence of how you planned and implemented an environment/program or service to culturally support Aboriginal and/or Torres Strait Islander people in your workplace/organisation.

Ensure you attach supporting evidence.

Date: _____/______/_______

Details

Tick to confirm that you have included the required evidence listed below.

Copy of the planning, design and evaluation of this environment and experience

List any further evidence that you wish to include.

1. Set up/Design and provide evidence of an environment / program / service that is culturally supportive of the Aboriginal and/or Torres Strait Islander community. If you undertake setting up an environment, you will need to take photos and attach them in this section

For this environment, program or service:

a) Identify the Aboriginal and Torres Strait Islander partnerships that exist for the organisation and

b) list the strategies that can be implemented to support existing partnerships and

c) list the resources that can be utilised to promote these partnerships

A The policies and procedures from Natsihwa, as well as their vision and mission

Their partnership with NSW health

b. Update their mission and vision as well as their policies and procedures depending on the year, the new needs they might notice Aboriginal people can have and also include their opinions and feedback

Setting up meetings with the client, and make focus groups, interviews, surveys, etc.

Frequent interactions with workers and cleints and see how they can improve the service and be opened if they need to change a policy

c. the information needs to be shared via channels aboriginals have easy access to

They also need to have a team who is in charged of researching and adapt new policies and procedures, as well as updating trainings and sharing this with the community.

2. Describe the planning and delivery of this environment/program/service that is culturally supportive of the Aboriginal and Torres Strait Islander community:

Natsihwa is already implemented in remote rural areas, but it is important to ensure that all the aboriginals which in there have access and know the organisation

Make the relationship with NSW health stronger because they can have more impact and reach more communities together

Interact with the land counsel and explain to him the purpose of the organisation and the benefits for them to have access to their services.

Permision to go to their land and share the information about the organisation

Welcome to country ceremony

a) What was the process?

Making the contacts with the remote communities we wanted to accede and also make the information comprehensible and adequate for the communities.

Respect the protocols and train the people who are going to the land as well as the all people who are new in the organisation.

b) Who was the target audience

The target audience was the elder people, because they are the wiser people in the community and they provide acceptation of the service as well as ca provide advice to the community to go to the organisation in case they need it.

c) How and where did you deliver it ?

3. How will/could this environment/program/service benefit the Aboriginal and Torres Strait Islander people in the community or the context of the workplace /organisation?

This program will benefict the remote communities due to sometimes they do not have to access to a quality health care, and this program is designed by ATSI people who are specialised in this area and have in consideration all the needs that ATSI people may have. At the same time, is beneficious because is not an imposicion of the Western medicine, unlike it is a program created by ATSI for ATSI, obviously, there are more people working there who is fully trained and hundred percent competent to work in a diverse environment.

3. How will this environment/program/service benefit non-Aboriginal and Torres Strait Islander people (think of staff members, clients and families in the community?

This program will benefit the members of it, other clients amd families in the community because they are going to be surrounded by diverse people, which means they can share knowledge, experiences, life stories and this is a positive thing due to it may make the society more tolerant and more respectful. At the same time, if you are part of the program it means that you are open to know about other ways of thinking, health, relate, among others which means that it build up positive relationships free of judgments and discrimination.

4.

a) What were the desired outcomes of this environment/program/service and

b) How did you determine this ?

The desired outcomes are:

The ATSI people who live in remote rural areas have access to a quality health service created by ATSI people and not something imposed by the Western medicine.

Bring support to ATSI people who live in remote rural areas in terms of mental health services

The outcome were determined because ATSI people who live in remote rural areas have been marginalised through the years and the rate of mortality and diseases that could be controlled is higher compared to aborigines living in urban centers. At the same time, the organization focuses not to impose western medicine as the most important, but to consider traditional medicine and shamans as a source of wisdom and keep their customs and traditions alive.

Additionally, the marginalization that aborigines have suffered throughout history has created a trauma in some of them, which is reflected in mental problems, for this we have a specialized team that has the ability to understand this situation and provide a full support when needed.

5. Where was the information to design this environment/ program /service obtained from in the Aboriginal and/or Torres Strait Islander community?

This is a program created by Aboriginal and Torres Strait Islander communities, so the information was obtained from their experience and from some research and statistics from the government and NGO´s which show the precarious access to the health services that experience ATSI people

6. List the outcomes that needs to be evaluated following the delivery of this environment/program/experience.

What has been the impact of the service in the Community

If the community is happy with the process or if they consider that something needs to be changed.

The relationship between the workers and the client. If they create a safety environment for ATSI people.

What are possible changes that needs to be made.

7. How will Aboriginal and/or Torres Strait Islanders be involved in the evaluation?

The organisation will seek for feedback and after each service provided it is necessary that the client evaluate the service.

We don’t seek just for individual feedback, unlike the organisation wants to know what the community in general thinks about it, so researching methods like focal groups are considered in this evaluation of the outcomes.

Feedback from the workers.

8. Describe how strategies will be revised based on the above evaluation.

§ The strategies will be revised by the leaders of the organisation, they will reviewthe feedbacks and and they will highlight the most relevant information they found. They will point out things in common that the feedback and the focus groups say, the latter will be guided by an expert and an aboriginal who is part of the community and can lead the issue and obtain the desired information.

Additionally, individual needs will be taken into account, but general results that the community thinks should be improved will be prioritized. The good results will be highlighted with the staff, so that they realize that their work is worthwhile and the impact they are causing in the community. And the possible changes to be implemented will be shared and disclosed among clients and members of the organization.

WORKPLACE SUPERVISOR CONFIRMATION Please confirm the student’s account of this situation by signing here. By signing this section, you agree you saw the student completing above. Was work done in line with workplace policies and procedures?

Name:____________________________Signature:_________________________Position;__________________________

Date: ______________________