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National Cultural
Competency Tool (NCCT) For Mental Health Services
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© 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: admin@mmha.org.auWebsite: 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.
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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.
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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
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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
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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).
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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.
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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.
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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
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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.
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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.
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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:
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• 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.
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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.
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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
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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
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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.
Performance MeasuresThe service has:
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
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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.
Performance MeasuresThe service has:
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
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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.
Performance MeasuresThe service has:
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.
Performance MeasuresThe service has:
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
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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.
Performance MeasuresThe service has:
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.
Performance MeasuresThe service has:
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
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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
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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
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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
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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
21 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
168343_NCCT Book_FINAL.indd 21168343_NCCT Book_FINAL.indd 21 2/09/10 10:24 AM2/09/10 10:24 AM
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
22Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
168343_NCCT Book_FINAL.indd 22168343_NCCT Book_FINAL.indd 22 2/09/10 10:24 AM2/09/10 10:24 AM
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
23 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
168343_NCCT Book_FINAL.indd 23168343_NCCT Book_FINAL.indd 23 2/09/10 10:24 AM2/09/10 10:24 AM
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
24Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
168343_NCCT Book_FINAL.indd 24168343_NCCT Book_FINAL.indd 24 2/09/10 10:24 AM2/09/10 10:24 AM
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
25 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
168343_NCCT Book_FINAL.indd 25168343_NCCT Book_FINAL.indd 25 2/09/10 10:24 AM2/09/10 10:24 AM
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
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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
27 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
168343_NCCT Book_FINAL.indd 27168343_NCCT Book_FINAL.indd 27 2/09/10 10:24 AM2/09/10 10:24 AM
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
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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
29 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
168343_NCCT Book_FINAL.indd 29168343_NCCT Book_FINAL.indd 29 2/09/10 10:24 AM2/09/10 10:24 AM
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
30Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
168343_NCCT Book_FINAL.indd 30168343_NCCT Book_FINAL.indd 30 2/09/10 10:24 AM2/09/10 10:24 AM
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
31 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
168343_NCCT Book_FINAL.indd 31168343_NCCT Book_FINAL.indd 31 2/09/10 10:24 AM2/09/10 10:24 AM
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
32Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
168343_NCCT Book_FINAL.indd 32168343_NCCT Book_FINAL.indd 32 2/09/10 10:24 AM2/09/10 10:24 AM
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
33 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
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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
34Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
168343_NCCT Book_FINAL.indd 34168343_NCCT Book_FINAL.indd 34 2/09/10 10:24 AM2/09/10 10:24 AM
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
35 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
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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
36Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
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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
37 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
168343_NCCT Book_FINAL.indd 37168343_NCCT Book_FINAL.indd 37 2/09/10 10:25 AM2/09/10 10:25 AM
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
38Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
168343_NCCT Book_FINAL.indd 38168343_NCCT Book_FINAL.indd 38 2/09/10 10:25 AM2/09/10 10:25 AM
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
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Multicutural Mental Health Australia
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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
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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
41 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
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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
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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
43 National Cultural Competency Tool (NCCT)For Mental Health Services
Multicutural Mental Health Australia
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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
44Multicutural Mental Health Australia National Cultural Competency Tool (NCCT)For Mental Health Services
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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
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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: admin@mmha.org.auPost: 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
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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
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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
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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
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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.
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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
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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
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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 911tmhc@swahs.health.nsw.gov.auwww.dhi.gov.au/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 189QTMHC@health.qld.gov.auwww.health.qld.gov.au/pahospital/qtmhc
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Tasmania
Address:
Telephone:Email:
Transcultural Mental Health NetworkC/o Phoenix Centre49 Molle StreetHobart TAS 7000(03) 6234 9138phoenix@mrchobart.org.au
Victoria
Address:
Postal Address:
Telephone:Email:Website:
Victoria Transcultural Psychiatry UnitLevel 2, 14 Nicholson StreetFitzroy VIC 3065PO Box 2900Fitzroy VIC 30365(03) 9288 3300vtpu@svhm.org.auwww.vtpu.org.au
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: admin@mmha.org.auWeb: www.mmha.org.au
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NOTES
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