Communication is vital for fostering inclusivity and building strong connections with multicultural communities. Research shows that language barriers, cultural differences in communication styles and a lack of intercultural understanding can hinder meaningful interaction, participation and collaboration.
Feedback from our community highlighted:
- language barriers for community members with low English proficiency
- a lack of culturally sensitive communication channels.
- the importance of using Plain English in Council’s communications.
- promoting the availability of interpreter services.
- using a variety of communications channels.
- for some communities with low English proficiency, translated information is crucial.
Creating welcoming public spaces and places for multicultural groups is also important for fostering inclusivity, social cohesion and a sense of belonging.
Public spaces are an extension of communities. When they are designed and managed well, they offer somewhere for residents to interact with each other, experience cultural activities, access nature and gain a sense of belonging.
Strategic Objective 2: Boroondara’s multicultural communities easily access information and share feedback and ideas with Council and feel welcome in spaces and places in Boroondara.
Programming
Customer service
Our Customer Service programs:
- Promote the ability to use an interpreter to access Council’s services and programs.
- Provide interpreter services when requested by community members accessing Council’s services and programs.
Communications
Our Communications programs:
- Translate information into languages other than English when a community need is identified.
- Improve accessibility, navigation and readability of information on Council’s website.
- Use plain English language in Council’s communication materials.
- Use images on Council’s website that reflect the diversity of the community.
Community engagement
Our community engagement programs:
- Provide advice in engagement plans for projects about how to engage with multicultural communities.
- Provide the opportunity for community members to view information and complete surveys in 9 languages other than English on Council’s consultation webpage.
- Engage with the community members who are part of the Cultural Champions initiative to seek feedback and input on projects and to assist with promoting opportunities within their networks to have a say on Council projects.
Capacity building, planning and partnerships
Our capacity building, planning and partnerships programs:
- Provide training for staff about how to use interpreters.
- Provide cultural awareness training for staff to enhance communication with multicultural communities.
- Annually update the multicultural services and organisations directory on Council’s website.
Key actions
| Action | Responsibility | Outcome | Measures |
|---|---|---|---|
| Action 2: Develop a set of organisation wide protocols to improve accessibility and consistency of Council’s communication so it is welcoming and inclusive for multicultural communities. | Customer and Communication Community Development | People from multicultural communities can easily access information they need and feel welcome in Council facilities. |
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| Action 3: Work with members of multicultural groups to develop a resource for residents that provides information about key Council services, programs and facilities and promote the use of interpreters. | Community Development Customer and Communication | People from multicultural communities easily access information about Council’s programs, services and facilities. |
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