4.12 christine haley
Post on 17-Nov-2014
877 Views
Preview:
DESCRIPTION
TRANSCRIPT
Ensuring Language Access & Culturally
Competent Services to Vulnerable Populations
National Alliance to End Homelessness Conference 2011
www.csh.org
Christine Haley– christine.haley@csh.org– 312.332.6690 x13– Corporation for Supportive Housing– MA Department of Public Health– Heartland Human Care Services
Today’s Presentation
Systems Level Approach – Culturally & Linguistically Appropriate Services Standards
Example: Heartland Human Care Services, HPRP Program, Chicago
CLAS Standards
Developed by HHS Office of Minority Health Contribute to the elimination of racial and
ethnic health disparities Make services more responsive to the
individual needs of clients Inclusive of all cultures, but designed to
address the needs of racial, ethnic, and linguistic minority population groups
Massachusetts Department of Public Health CLAS Initiative
Led by the Office of Health Equity Administration’s priority to eliminate health
disparities Integration of CLAS standards into DPH service
delivery systems Included in direct service contracts www.mass.gov/dph/healthequity Georgia Simpson May – Director, Office of Health
Equity
Making CLAS Happen
Heartland Human Care Services HPRP Program
Three sites across City of Chicago Case Management: Outreach & Senior Case
Managers Housing Location: Lead Housing Locators &
Housing Locators Maura McCauley – Senior Director, Housing
CLAS Standards
Common Terms
REL: Racially, Ethnically, and Linguistically (REL) diverse minority population
LEP: Limited English Proficient Translation: written Interpreter/Interpretation: spoken
14 Standards
Standards 1-3: Culturally Competent Care Standards 4-7: Language Access Standards 8-14: Organizational Supports for
Cultural Competence
Six Areas for Action
Build Community Partnerships
Standards 12 & 14
Agencies maintain community partnerships (12)
Participatory Collaborative Formal & informal partnerships Community involved in design & implementation
of CLAS related activities
Agencies make public their progress (14)
Public information on progress Successful innovations Public notice in the community about available
information
How it works: Partnerships
Partnership with Heartland Human Care Services and Voluntary Agencies (VolAgs)
.25FTE coordinated relationships administratively; 1.0FTE Senior Case Manager
HHCS processed application; Agencies provided culturally competent case management services
Reflect & Respect DiversityStandards 2 & 13
Agencies implement workforce diversity strategies (2)
Staff and leadership representative of service area
At all levels of the organization
Strategies to – Recruit;– Retain; – Promote staff and
leadership.
Agencies have client conflict and grievance resolution processes (13)
Process is:– Culturally and
linguistically sensitive
Process can:– Identify;– Prevent;– Resolve client
cross-cultural conflicts or complaints.
How it works: Workforce
Staff reflective of community being served Recruitment from Refugee Employment Program Bi-lingual/Bi-cultural – Spanish, Arabic
Foster Cultural Competence
Standards 1 & 3
Agencies ensure that client’s receive from all staff members (1)
Care that is:– Effective– Understandable– Respectful
Care that is compatible with:– Cultural health
beliefs;– Cultural health
practices;– And in preferred
language.
Agencies ensure that staff receive CLAS training (3)
When?– On-going training
Who receives training?– At all levels– Across all
disciplines
What?– Education & training– Culturally &
linguistically appropriate service delivery
How it works: Training
Current immigrant and refugee population in Chicago
Overview of immigration process Asking the right questions
Collect Diversity Data
Standards 10, 11 & 14
Agencies ensure that client REL data is collected (10)
REL – race, ethnicity, spoken and written language
In health/client records Integrated into management information systems Periodically updated
Agencies maintain community profiles & needs assessment (11)
Profile– Demographic– Cultural– Epidemiological
Needs Assessment– Plan accurately– Implement
responsive services
How it works: Community Profiles
Assigned to assess neighborhoods Identify community assets Include demographic profile – languages spoken,
racial and ethnic populations Ensure staffing patterns reflect assessments
Benchmark: Plan and Evaluate
Standards 8 & 9
Agencies have written plans on CLAS provision (8)
Agency can– Develop– Implement– Promote plan
Plan includes:– Goals– Policies– Operational plans– Management
accountability– Oversight
mechanisms
Agency should conduct CLAS related self-assessments (9)
Initial On-going
Integrate cultural & linguistic measures into:– Internal audits– Performance
improvement programs– Patient satisfaction
assessments– Outcomes-based
evaluations
How it works: Assessment
Completed CLAS Assessment
Team responsible for identifying an areas of improvement
Ensure Language Access
Standards 4,5,6 & 7
Organizations must offer and provide language assistance services (4)
– Provided by bi-lingual staff or
– Interpreter services
– At no cost to the patient/client
– At all points of contact
– In a timely manner– During all hours of
operation
Inform clients of their right to language assistance services (5)
Clients informed both verbally and in writing Notice should be in client’s preferred language
Agencies assure the competence of language services (6)
Quality of language services provided by interpreters or bi-lingual staff
Family and friends should not be interpreters unless requested by client
Agencies provide language appropriate patient-related materials and post signage (7)
Available to commonly encountered groups and/or groups in the service area
Easily-understood patient-related materials Signage posted
How it works: Language Access
Bi-lingual Staff: English, Spanish, Arabic Staff trained in face-to-face and telephonic
interpreter services Service agreement set up with Heartland
Alliance’s Cross Cultural Interpreter Services
Where to start…
Assessment Recognize what you are doing well Prioritize needs Create line item in budget for CLAS related costs
Thank You
Christine Haley,
Associate Director, CSH IL Program
christine.haley@csh.org
312.332.6690 x13
top related