Workshop 2: Communicating with CALD Clients - Pino Migliorino (DiverseWerks)

DIVERSITY IN DISABILITY CONFERENCE

DAY 2 WORKSHOP:COMMUNICATING EFFECTIVELY WITH CALD CLIENTS

THURSDAY 30 JULY 2015

Communicating effectively with CALD Clients

Session: 9.00 am to 12 noon Thursday 30th July

Timing 9.00 – 10.1510.15 – 10.45

10.45 – 12 noon

Session TopicCommunicating with CALD Communities

Morning Tea

Interpreters & Cross Cultural CommunicationKey Information Understanding the range &

functions of CALD groups Understanding sensitivities & relevance

The role of ethnic media & other intermediaries

Communicating cross culturally Understanding approaches and risk Apply risk considerations & communication options

Training Approach Facilitated discussion Presentation of Engagement Model

Planning exercises

Facilitated discussion Completion of Risk Framework Discussion around scenarios

Resources/ PR/ Handouts

Where to get information Check lists Work sheets

DiverseWerks | 2© Cultural Perspectives Group. 2015

COMPONENT ONECOMMUNICATING WITH CALD

COMMUNITIES

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CHANGING MARKETPLACE

CHANGING NEEDS

DiverseWerks |

The NDIS will fundamentally disrupt current service provision orthodoxy in the disability area

Understanding how to communicate with CALD people with disability and their families will be an essential component of surviving in the changing marketplace

Capacity and responsiveness will require both resource commitments as well as skill enhancements in organisational staff

Communication needs to be understood from two perspectives: communicating service information to potential clients; communicating directly with clients in the service interaction

© Cultural Perspectives Group. 2015

A CALD COMMUNICATION MODEL

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DiverseWerks |

The need for a replicable Model:

Session developed to get participants to think about communications in strategic terms

The session will use the DiverseWerks communication engagement model as a framing process for considerations around communicating for disability services

Individual strategies and approaches will then come out of this and therefore have both validity and make sense in individual service settings


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DiverseWerks |

The Model contains the following components:

Demographic analysis and CALD segmentation and targeting

A consideration of the sensitivities around the issue on which engagement is required

Strategy development

Identifying and implementing appropriate communications approaches

Maintaining effective engagement


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CALD

Targetin

g

• Undertake relevant demographic analysis of the area / catchment specific to your service

• Consider other evidence such as research or CALD profiles of your catchment

• Identify key CALD groups relevant to the issue

Issue

Sensitivit

y

• Assess the level of sensitivity in these groups around the specific disability or service you are dealing with and how it is seen in the community from key informants, using existing knowledge and other research or evidence available

Strategy Developmen

t

• Consult with the key communities intermediaries to assist in developing the strategy

• Consider the community strengths and sensitivities and how these can be utilised in engaging with the community/ies

• Develop and test messages that would be appropriate in the engagement

Comms

Approach

• Develop partnerships and collaborations to get the message to CALD community members

• Ensure that there are a range of communication components to reach the whole community

• Identify human and physical resources that could carry the message

Engagement

• Monitor the effectiveness of the communications approaches

• Assess the level of CALD client comfort with the service and review approach accordingly

DIVERSITY IN DISABILITY COMMUNITY ENGAGEMENT MODEL

DiverseWerks | © Cultural Perspectives Group. 2015

CALD COMMUNICATION APPROACHES

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PARTICIPANT EXERCISE 1

DiverseWerks |

As a group identify a specific service that will be offered to the community.

Service Type

What are the specific CALD segmentation issues that would need to be considered?


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CALD COMMUNICATIONS

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Given segmentation considerations what communications approaches would you consider employing to communicate the service to CALD people with disability?

Approaches:



Communication

typeSpecific communication Description

Direct

Face-to-faceService providers visit organisations and communities in a proactive

fashion to promote the service

Issue specific briefingsService providers attend community organisations and other places

of community gathering to provide issue and service specific

briefings

PresentationsCommunity members are invited to attend a presentation by the

service provider on the service offer

Physical collateral

Direct mail to intermediary

organisations

Information is sent community organisations and other

intermediaries to promote the service

PamphletsPamphlets are distributed to key intermediaries or made available at

the service. They are designed to provide an overview of available

services.

Posters

Posters can be prepared and displayed in various community settings

and offered to key intermediaries. They could also be situated where

families may tend to frequent such as Councils, shopping centres,

etc.

Notices in local information

places

Notices can be prepared and displayed in high traffic and public

places such as libraries to announce a service initiative of service

capacity specific to community segments


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CALD COMMUNICATION APPROACHES CONTINUED

Communication

typeSpecific communication Description

Online

WebsiteInformation can be placed on organisational websites and other media can drive traffic to the site

Email networkOnce contact is established, online networks can be developed

Audio/visuals

Apps Service specific interactive information

DVDs/CDs DVDs and CDs on the service

Media

Notice in local paper Promoting a specific service / initiative

Announcement on local radio Promoting a specific service / initiative

Media Engagement Developing media relations approaches and partnerships


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Issue/Service Description

Priority Target Groups

Secondary or Intermediary Audiences

Communication Approach

Information Resources to be Used

Service Capacity Considerations


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MORNING TEA

COMPONENT TWOINTERPRETERS & CROSS

CULTURAL COMMUNICATION

CROSS CULTURAL COMMUNICATION

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DiverseWerks |

This session is designed to get you to think more broadly about cross cultural communication

We will be considering what the term means and what tools are available to support cross cultural communication

We will consider notions of risk and benefits related to different tools as well as the circumstances in which individual tools will be used

We will apply these considerations to specific scenarios as a means of determining appropriate cross cultural communication approaches




Type of Language Support Benefits Risks

Think about the type of language and communications support you know about or have used. Once you have done this consider the benefits or risks of each of these.


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LANGUAGE SUPPORT OPTIONS

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Family acting as interpreter (including children)

Trustworthy

Have rapport with client

Free

Child being exposed to adult concepts

Potentially biased interpreting

Quality of interpreting suffers

BYO interpreters where a client brings their own bilingual support other than family

Trustworthy

Have rapport with client

Free

Confidentiality issues

Potentially biased interpreting

Quality of interpreting suffers

Bilingual staff Value for money approach

Often, a quicker option than accredited interpreters

Staff competency in language may be less than is required

Important information not properly conveyed

Interpreter (face to face) High quality option

Helps ensure no information is missed

Potential confidentiality issues (e.g. small community)

May not exist in newly arrived communities

Time lag / need to be organised

Cost

Interpreter (phone) High quality option

Fairly quick compared with face to face option

Can access interpreters from interstate for added confidentiality

Inability for interpreter to read non-verbal cues of client


Cost


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LANGUAGE SUPPORT OPTIONS CONTINUED

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Interpreter (video-conferencing)

High quality option

Cost effective alternative to face to face interpreting


Requires appropriate technological infrastructure to be set up

Requires certain level of organisation / lacks immediacy

Translated materials (e.g. printed brochure, document available online)

Easy to access

Cost effective

Can provide detailed information

Assumes literacy in-language

Lack of availability in certain language groups

Translation app on smart phone

Cost effective

Immediate

Poor ability to assess quality of translation

Inappropriate in certain situations (e.g. sensitive situations)

Glossaries / dictionaries Cost effective

Easy to communicate key words

Assumes literacy of client

Assumes language is easy to read for a non-speaker

Aural materials (e.g. DVDs, CDs).

Easy to get simple messages across Requires infrastructure

Materials such as these are rare

Not tailored to situation at hand

Diagrams/symbols Easy to use

Effective for simple instructions

Simplistic

Not able to communicate complex messages


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DiverseWerks |

Early Intervention

service seeking to engage with

local CALD communities

A

Direct communications with participants at a community seminar seeking

information & advice

B

Communication with client

through family members in a

service assessment

meeting

C


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DiverseWerks |

In some instances you will be required to ascertain whether an interpreter is required. These are the types of cues you will need to look out for to do so:

the client demonstrates no understanding of English when asked basic questions that relate to the context of the discussion. (e.g. can’t respond in English when asked their address, date of birth).

the client responds in English in a limited capacity or presents with English that’s hard for you to understand

the client nods or says ‘yes’ to all comments and questions. This might indicate a lack of understanding

the client relies on family / friends to communicate on their behalf

the client does speak English as a second language but is in a stressful situation, or an unfamiliar environment.


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Presentations & Public Speaking

Workshop 2: Communicating with CALD Clients - Pino Migliorino (DiverseWerks)