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Service Delivery: Serving Diverse Communities
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I&R agencies aim to serve everyone and aim to serve everyone equally. Some people face ongoing systemic barriers to accessing services that relate to an ethnic/racial/religious/cultural background which creates additional vulnerability. They may sometimes require more help because of that vulnerability. It is essential to act with positive respect toward people from all backgrounds and circumstances. Nothing less is acceptable.
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Part 1: Cultural Awareness and Sensitivity
Open to download resource.
Open to download resource.
I&R agencies aim to serve everyone and aim to serve everyone equally. Some people face ongoing systemic barriers to accessing services that relate to an ethnic/racial/religious/cultural background which creates additional vulnerability. They may sometimes require more help because of that vulnerability.
Part 1: Review Exercise
5 Questions | Unlimited attempts | 5/5 points to pass
5 Questions | Unlimited attempts | 5/5 points to pass
Part 2: Diversity Awareness and Intersectionality
Open to download resource.
Open to download resource.
There are many ways in which people define others as different from themselves in a manner that may result in prejudice and discrimination.
Part 2: Review Exercise
1 Question | 1 attempt | 5/5 points to pass
1 Question | 1 attempt | 5/5 points to pass
Choose 5 of the following attributes you identify with. In the essay, share which 5 attributes you chose, how you identify within them and how those identities have shaped your experiences.
Part 3: Serving People From Diverse Communities
Open to download resource.
Open to download resource.
Diversity is about respecting individuals from different backgrounds who may have potentially different values. Regardless of their backgrounds, everyone essentially is looking for the same services because they share the same basic needs. Obviously, they may have specific requirements and sensitivities that result from their own circumstances.
Discussion
Make 1 discussion post to continue.
Make 1 discussion post to continue.
A client is looking for health care for their young child. After a
few questions, the client admits that the family is living in the
country illegally. To what extent is this relevant to the issue
and in what ways might this affect a Community Resource
Specialist’s responses?
Final Quiz - Service Delivery: Serving Diverse Communities
10 Questions | 5 attempts | 9/11 points to pass
10 Questions | 5 attempts | 9/11 points to pass
Certificate of Completion
1.00 Hour(s) of Professional Development credit | Certificate available
1.00 Hour(s) of Professional Development credit | Certificate available
Effective Cross Cultural Communication 101
Recorded 02/08/2021
Recorded 02/08/2021
A short but sweet guide to effective cross cultural communication, brought to you by Group 5 of COM42.
The Lewis Model – Dimensions of Behaviour
Recorded 02/08/2021
Recorded 02/08/2021
The Lewis Model is the latest to gain world-wide recognition, being developed in the 1990s and articulated in Richard Lewis’s blockbuster, When Cultures Collide (1996), which won the US Book of the Month Award in 1997. Lewis, after visiting 135 countries and working in more than 20 of them, came to the conclusion that humans can be divided into 3 clear categories, based not on nationality or religion but on BEHAVIOUR. He named his typologies Linear-active, Multi-active and Reactive.
Scenario
2 Questions
2 Questions
A young woman calls and says, “Spanish?” The Community
Resource Specialist replies, “Un momento, por favor,” and as
there is no Spanish-speaking colleague available, secures a
telephone interpreter to assist with the call. Through the
interpreter, the caller says she is new to the city and needs to
find a food box for herself and her three children.
The Specialist asks for the caller’s ZIP code and searches
for food pantries in the area. The database reveals three
organizations within two miles of the caller. One is located in a
Catholic church and says they specifically (but not exclusively)
provide support to migrant farm families. They are open today.
Another is located at a family resource center connected with
the local elementary school; they will be open tomorrow. The
third is part of a comprehensive social service agency, but their
food program is only open one day a week, four days from
now. The information for all three says that they have Spanishspeaking staff or volunteers available.
The Specialist tells the caller there are three food pantries near
her. She explains that each one is a little different, and that she
would like to explain all three to the caller and then have the
caller tell her which ones she’d like to get more information
about. The caller says she understands.
The Specialist describes the comprehensive social service
agency first, the family resource center next, and the church based food pantry last. She asks whether any of these sounds
like a place the woman would like to visit, or would she like to
hear about others that are further away?
The woman says she would like to have the number for the
comprehensive agency, but needs something sooner than
four days, so is there anything else that’s further away?
The Specialist describes two other agencies similar to the
comprehensive agency. The woman responds that she would
like information for those two as well, and the Specialist
shares it.
The Specialist encourages her to call again if she needs
anything in the future.
Role Play Exercise 1
3 Questions | Unlimited attempts | 5/5 points to pass
3 Questions | Unlimited attempts | 5/5 points to pass
A woman calls and says she wants to donate some furniture to a poor white family. She says she has a bed, kitchen table and chairs, a couch and a refrigerator from rental property she is selling. She asks the Community Resource Specialist to give her the name of a poor white family that needs furniture.
