The Department of Health
Agency Multicultural Plan 2013-2015
This Agency Multicultural Plan covers the Department of Health. The following agencies will also adopt the plan: the Australian Sports Anti-Doping
Authority; the National Health and Medical Research Council; the National Health Performance Authority; and the Private Health Insurance Ombudsman.
The following agencies have developed their own agency-specific plans: the Australian Organ and Tissue Donation and Transplantation Authority; Cancer
Australia; and the Independent Hospital Pricing Authority.
Our Vision for Multicultural Access and Equity Policy
The Department of Health is committed to delivering high quality health care programs, policies and services that are accessible and responsive to the needs of
all Australians, including those from culturally and linguistically diverse (CALD) backgrounds.
Our Agency
The Department of Health develops evidence-based policy, manages programs and undertakes research and regulation activities on behalf of the Australian
Government in order to provide Australians with efficient, high-quality health care services. The Department is also responsible for policy and programmes
that aim to improve the participation of Australians in sport at the grass roots level and the performance of Australia’s elite sports men and women. Health
Portfolio Agencies work alongside the Department to achieve this vision.
Australia’s health system is world class, supporting universal and affordable access to high quality medical, pharmaceutical and hospital services, while helping
people to stay healthy through health promotion and disease prevention activities.
However, there are various health needs that relate exclusively to people from CALD backgrounds. The Department has initiatives in place to address the
specific needs of these communities. Cultural diversity principles are incorporated into the design and implementation of many of our programs and services.
A number of the mainstream health services and sports programmes funded through the Portfolio contain elements specifically designed to improve access to
services for people from culturally and linguistically diverse backgrounds.
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Health Portfolio
Agency Multicultural Plan for 2013-15
These activities are not about providing ‘extra’ services. Rather, it is a recognition that in order to maximise access to health services by those that need them,
it is essential that the design and delivery of health care services take into consideration the needs of communities that may experience difficulties accessing
mainstream services – and this is not just for culturally and linguistically diverse populations, but also importantly those living in rural and regional areas,
Aboriginal and Torres Strait Islander peoples, and those that may have limited mobility.
Our Agency Multicultural Plan
Tarja Saastamoinen, Assistant Secretary of the Policy Strategies Branch of the Department, is leading the development of the Health Portfolio’s AMP as well as
work around the consideration of culturally and linguistically diverse communities in the development of policy, programs and regulations across the Portfolio.
This AMP has been developed following consultation and input from across the Department and from Portfolio Agencies. It will guide our activities over the
next two years so that the needs of culturally and linguistically diverse communities are considered in our work.
Focus area/s (optional)
Mental Health
People from culturally and linguistically diverse backgrounds have a significantly lower level of access to mental health care and support than those in the
wider community. This results in a higher burden of care for family members, often without adequate support or education.
In the 2011-12 Budget, the Government delivered the nation’s largest single investment in mental health spending, providing significant benefits to all
Australians. Several of the programs supported by that investment specifically aim to increase access to effective mental health care service for people from
culturally and linguistically diverse backgrounds. The Department will continue to work with service providers and communities to raise awareness about
mental health issues and improve the accessibility and responsiveness of services for people from diverse backgrounds.
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Health Portfolio
Agency Multicultural Plan for 2013-15
(1) Leadership
Strong, effective leadership is essential if any organisation is to reach its goals.
The Health Portfolio is committed to delivering quality health care programs, policies and services that are accessible and responsive to the needs of all Australians. This
includes providing assistance to vulnerable communities, such as those from culturally and linguistically diverse backgrounds, who may experience difficulties accessing the
health services that they need.
Through the appointment of a multicultural access and equity champion and through our work with frontline service providers, we will provide the leadership necessary, both
internally and externally, to enable us to achieve this goal.
Minimum Obligations
1.1 Executive Accountability – Agency to assign a Senior Executive Officer to be responsible for implementation of multicultural access and equity obligations in the agency.
1.2 Agency Commitment – Agency leadership to ensure that staff understand and are committed to multicultural access and equity implementation.
Action Item
Timeline
Target
1.1 Executive
Accountability
1.1.1 Our Executive is engaged and leading our work
around the development and implementation
of our Agency Multicultural Plan (AMP).
Completed
Ms Tarja Saastamoinen, Assistant Secretary, Policy Strategies Branch,
has been appointed as Multicultural Access and Equity Champion.
Ms Saastamoinen will lead initiatives aimed at improving the
accessibility and responsiveness of services provided by the
Department of Health and Portfolio Agencies.
1.2 Agency
Commitment
1.2.1 Increased awareness within the Department
and Portfolio Agencies of our Multicultural
Access and Equity obligations
September 2013
The Department is currently developing an internal communication
strategy to support the release of the Portfolio’s AMP and activities
being undertaken within the Portfolio to increase the accessibility and
responsiveness of health care services for CALD communities.
1.2.2 Embed multicultural access and equity
considerations within our strategic planning.
Ongoing
Reference to AMP is included in relevant strategic plans.
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Health Portfolio
Agency Multicultural Plan for 2013-15
Action Item
1.2 Agency
Commitment
1.2.3 Continued strategic focus in consideration of
access and equity issues in the development of
health and ageing policy.
Timeline
Target
Ongoing
The Policy Advisory Group of the Department will examine
multicultural access and equity issues with a view towards maintaining
our responsiveness to the needs of culturally and linguistically diverse
peoples.
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Health Portfolio
Agency Multicultural Plan for 2013-15
(2) Engagement
Effective engagement with stakeholders is essential in ensuring that the policies and programs we develop and deliver are to be successful.
The Department and Portfolio Agencies are committed to working with a range of stakeholders, including those from culturally and linguistically diverse backgrounds, so that
programs and policies are responsive to the needs of the community. Health policies and programs that acknowledge and address the uniqueness and challenges of delivering
health services to a particular community or region, by seeking locally relevant solutions, are more likely to meet patient needs, be sustainable long-term, and gain support by
the community.
Minimum Obligations:
2.1 Stakeholder Engagement – Agency to have an engagement strategy to understand culturally and linguistically diverse communities’ interactions with the agency.
2.2 Language and Communication – Agency to have a language and communication plan for culturally and linguistically diverse communities, including on the use of
languages other than English and incorporating the use of interpreters and translators.
Action Item
2.1 Engagement
Strategy
Timeline
Target
2.1.1 Representatives of CALD communities have
opportunities to influence the development of
policy and services.
Ongoing
Maintain strategic partnerships with service providers and peak
organisations to provide CALD communities an opportunity to
influence the development of policy and services.
2.1.2 Continued engagement with people from CALD
backgrounds in health social marketing
campaigns.
Ongoing
The Department and portfolio agencies will continue to engage with
expert CALD communication agencies to support the development of
health social marketing campaigns such as the National Tobacco
Campaign – More Targeted Approaches.
2.1.3 Work with those providing services on our
behalf to address the needs the culturally and
linguistically diverse communities.
Ongoing
Where appropriate, grant guidelines and contracts, such as the
Guidelines of the Rural Health Outreach Fund, contain clauses
requiring service providers to actively engage with the communities in
which they operate, including addressing the needs of CALD
communities.
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Health Portfolio
Agency Multicultural Plan for 2013-15
Action Item
2.2 Language and
Communication
Timeline
Target
2.2.1 Improved communication of health and sport
policies and programs to people from CALD
backgrounds.
July 2014
Develop a language and communications plan to provide a clear
framework for when and how to use language services.
2.2.2 Improved communication of health and sport
policies and programs to people from CALD
backgrounds.
Ongoing
Provide free translating and interpreting services through a
Memorandum of Understanding with the Department of Immigration
and Citizenship and arrangements with the Department of Human
Services.
Free translating services are made available to a range of organisations
providing health care services on behalf of the Australian Government,
including General Practitioners and Home Care recipients.
2.2.3 Improved communication of health and sport
policies and programs to people from CALD
backgrounds.
Ongoing
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Continue to translate both print and online resources where a need
within a specific community is identified.
Health Portfolio
Agency Multicultural Plan for 2013-15
(3) Performance
In order to continue delivering high quality health care programs, policies and services that are accessible and responsive to the needs of all Australians, it is vital that we have
mechanisms in place to measure and assess our performance.
The Department and Portfolio agencies will develop key performance indicators to measure the effectiveness of our policies and programs. We will also implement
arrangements that facilitate all Australians, including those from culturally and linguistically diverse backgrounds, to provide feedback on the accessibility, effectiveness and
responsiveness of Government policies and services.
Minimum Obligations:
3.1 Performance indicators and reporting – Agency to develop a set of KPIs relating to engagement with, or outcomes of services to, culturally and linguistically diverse
clients.
3.2 Feedback – Agency to have arrangements to ensure affected culturally and linguistically diverse communities are able to provide feedback on agency multicultural
access and equity performance.
Action Item
3.1 Performance
indicators and
reporting
Timeline
Target
3.1.1 Indicators are available to assess performance
and identify areas requiring further attention
and improvement.
July 2014
Harness data from performance indicators to measure and assess the
accessibility, effectiveness and responsiveness of health and sports
services for people from culturally and linguistically diverse
backgrounds.
3.1.2 The Department and Portfolio Agencies remain
employers of choice which support diversity
and equity in employment.
Ongoing
Develop and report on performance indicators measuring the
engagement and satisfaction of Departmental staff from culturally and
linguistically diverse backgrounds. This will include data already
collected through annual staff surveys, APSC reports and other internal
and external reporting.
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Health Portfolio
Agency Multicultural Plan for 2013-15
Action Item
3.2 Feedback
Timeline
Target
3.2.1 Staff from culturally and linguistically diverse
backgrounds indicate that the Department’s
recruitment and performance management
processes are appropriate and accessible.
Ongoing
Continue to consult with CALD staff regarding the provision of
feedback in relation to recruitment or performance matters.
3.2.2 Culturally and linguistically diverse
communities are able to provide feedback on
the accessibility and appropriateness of health
and aged care services for CALD groups.
Ongoing
Feedback is sought through a variety of approaches on the accessibility
and appropriateness of health and aged care services for culturally and
linguistically diverse groups such as participation of CALD
representatives in committees and stakeholder forums, engagement
with peak representative bodies, surveys and online mechanisms.
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Health Portfolio
Agency Multicultural Plan for 2013-15
(4) Capability
The Department of Health and Portfolio Agencies are committed to providing staff with the skills and training necessary to support the Government in its reform of the health
system.
Australia is a diverse, multicultural country. In order to provide health services which are accessible and responsive for the entire community, it is essential that we are aware
of the needs of people from culturally and linguistically diverse backgrounds.
We will provide training and development opportunities to staff to increase their cultural competency; and will collect data on culturally and linguistically diverse communities
to assist policy and program development.
Minimum Obligations:
4.1 Cultural Competency – Agency to have training and development measures to equip staff with cultural competency skills.
4.2 Research and Data – Agency to collect ethnicity data on the culturally and linguistically diverse groups with which the agency engages and to which it delivers services,
either directly or indirectly.
Action Item
4.1 Cultural
Competency
4.1.1 Staff have the skills and knowledge needed to
effectively engage with people from culturally
and linguistically diverse backgrounds.
Timeline
Target
June 2014
Develop a cultural competency training plan (complementing the
Department’s existing Aboriginal and Torres Strait Islander Cultural
Awareness eLearning course) to further equip staff with cultural
competency skills suitable to their roles.
Continue to encourage participation in activities like Harmony Day
which encourage greater awareness and acceptance of people from
culturally and linguistically diverse backgrounds.
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Health Portfolio
Agency Multicultural Plan for 2013-15
Action Item
Timeline
Target
4.1 Cultural
Competency
4.1.2 Organisations providing services on behalf of
the Australian Government have the skills and
knowledge needed to effectively engage with
people from culturally and linguistically diverse
backgrounds.
Ongoing
The Department and Portfolio Agencies will continue to work with
service providers to encourage them to build-up their cultural
competency.
4.2 Research and
Data
4.2.1 Data on culturally and linguistically diverse
groups is available to assist research and inform
policy and program development.
Ongoing
The Department and Portfolio Agencies will continue to collect data
through a variety of mechanisms and sources to help ensure policies
and programs are targeted and effective.
The Department will also continue to use data and research supported
and undertaken by organisations such as the National Health and
Medical Research Council, the Australian Institute of Health and
Welfare, and the Australian Bureau of Statistics to inform policy and
program development.
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Health Portfolio
Agency Multicultural Plan for 2013-15
(5) Responsiveness
Effective policies and programs are those that are responsive to the diverse needs of the communities they serve.
The Department of Health and Portfolio Agencies are committed to developing policies and programs that are responsive to the diverse needs of Australians.
To achieve this, we will consider the needs of all Australians, including people from culturally and linguistically diverse backgrounds, when developing standards, guidelines,
policies, programs and services. We will also work with organisations providing services on our behalf to improve their responsiveness.
Minimum Obligations:
5.1 Standards – Any whole-of-government standards and guidelines developed by the agency must address multicultural access and equity considerations.
5.2 Policy, program and service delivery – Provision to ensure that policies, programs, community interactions and service delivery (whether in-house or outsourced) are
effective for culturally and linguistically diverse communities.
5.3 Outsourced services – Where relevant, provision for incorporation of multicultural access and equity requirements into contracts, grant agreements and related
guidance material of which the agency has carriage.
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Health Portfolio
Agency Multicultural Plan for 2013-15
Action Item
5.1 Whole of
Government
Standards
5.1.1 Standards and guidelines for health and sports
policies and services address multicultural
access and equity considerations.
Timeline
Target
Ongoing
The Department and Portfolio Agencies will continue to develop
standards and guidelines that are responsive to the needs of all
Australians, including those from culturally and linguistically diverse
backgrounds.
Where appropriate, the Department and Portfolio Agencies will also
develop specific standards and guidelines aimed at improving the
accessibility and responsiveness of Government health and sports
programs and services for culturally and linguistically diverse
communities.
5.2 Policy, program
and service
delivery
(including
outsourced
services)1
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5.2.1 Where possible and appropriate, programs and
services are available in community languages.
Ongoing
Programs, services, and public health information campaigns will,
where appropriate, continue to be delivered in multiple languages to
improve their accessibility for people from culturally and linguistically
diverse backgrounds.
5.2.2 Continue to advance the accessibility of
mainstream health and aged care services for
people from culturally and linguistically diverse
backgrounds.
Ongoing
The Department and Portfolio Agencies will continue to work with
health service providers and sporting and community organisations to
improve the accessibility of programs and services for people from
culturally and linguistically diverse backgrounds.
As the Department is not primarily a frontline service provider, policy program and service delivery are being reported on as a whole, rather than examining the Department and external
providers separately.
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Health Portfolio
Agency Multicultural Plan for 2013-15
Action Item
5.2 Policy, program
and service
delivery
(including
outsourced
services)
5.2.3 People from culturally and linguistically diverse
backgrounds have access to programs and
services that address their specific needs.
Timeline
Target
Ongoing
The Department and Portfolio Agencies will, where necessary, and in
line with Government policy, continue to design and deliver programs
and services that respond to the unique needs of vulnerable
communities, including people from culturally and linguistically diverse
backgrounds, such as the Program of Assistance to Survivors of Torture
and Trauma.
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Health Portfolio
Agency Multicultural Plan for 2013-15
(6) Openness
The Australian Government, in order to promote greater participation in Australia’s democracy, is committed to open government based on a culture of engagement, built on
better access to and use of government held information, and sustained by the innovative use of technology.
The Department of Health and Portfolio Agencies will deliver on this commitment by publishing our Agency Multicultural Plans on our website, and by regularly reporting on
the activities being carried out within the Portfolio to improve the accessibility and responsiveness of health and sports policies and programs for all Australians, including
those from culturally and linguistically diverse backgrounds. We will also, where appropriate, make culturally and linguistically diverse data available to other agencies and
the public.
Action Item
6.1 Publishing
Timeline
Target
6.1.1 Demonstrate the commitment of the
Department and Portfolio Agencies to the
Access and Equity policy.
1 July 2013
The Department and Portfolio Agencies’ AMP will be published on the
Department’s website.
6.1.2 Provide Government and the public with
information on how we are meeting our Access
and Equity obligations.
Annually in
October
(Annual Report)
The Department will publish progress on implementing the AMP in its
annual report.
Late 2015
(Whole-ofgovernment
reporting)
6.2 Data
6.2.1 Make culturally and linguistically diverse data
available to other agencies and the public.
Ongoing
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The Department and Portfolio Agencies will also contribute every two
years to whole-of-government reporting on access and equity led by
the Department of Immigration and Citizenship.
Continue to collect culturally and linguistically diverse data through
channels such as the National Mental Health Survey and, where
appropriate and subject to privacy laws and regulations, provide it to
the public and agencies including Australian Institute of Health and
Welfare and Australian Bureau of Statistics.