4.12 Christine Haley


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4.12 Christine Haley

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