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organisational cultural competency framework

Queensland Health Organisational Cultural Competency Framework
Queensland Health Organisational Cultural Competency Framework
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Queensland is a culturally and linguistically diverse state. More than one third of Queenslanders was either born overseas or had a parent who was born overseas, and these people speak more than 270 different languages. Queensland Health recognises that in order to achieve its purpose of providing safe, sustainable, efficient, quality and responsive health services for all Queenslanders, it is important to ensure that the services it provides are culturally competent.

To achieve organisational cultural competency, Queensland Health has developed an organisational cultural competency framework as part of the Queensland Health Strategic Plan for Multicultural Health 2007-2012. This framework identifies the eight core outcomes which require action and four foundation areas which are necessary to achieve organisational cultural competency. It also shows how these elements align with the whole of government action areas outlined in the Queensland Government Multicultural Policy 2011.

Action in these core outcomes and foundation areas is essential to the development of a culturally competent organisation.


Action areas

interpreter services icon

Interpreter services
A culturally competent organisation addresses the language barriers of consumers. Queensland Health implements a high quality and accessible interpreter service.


resource development and translation icon

Resource development and translation
A culturally competent organisation provides quality resources to build staff cultural competency and facilitiates access to services by providing translated information to consumers from culturally and linguistically diverse communities. Queensland Health provides resources for staff which help to build their cross cultural capability and improves the health literacy of consumers by providing translated information about about how to access the health system and specific health conditions.

inclusive recruitment and retention icon Inclusive recruitment and retention
A culturally competent organisation implements strategies to develop a workforce that reflects the diversity in the general population. Queensland Health is committed to increasing the workforce participation of people from culturally and linguistically diverse backgrounds, across all occupational streams and areas in the organisation.

Leadership and partnership icon Leadership and partnership
Culturally competent organisations provide leadership and support partnerships with key stakeholders to support service provision to culturally and linguistically diverse communities. Queensland Health works in partnership with Multicultural Affairs Queensland and the community sector to improve the health status of culturally and linguistically diverse communities in the state. Queensland Health strategic plans recognise the needs of culturally and linguistically diverse communities.


culturally competent staff icon Culturally competent staff
Culturally competent organisations build the cross cultural capabilities of their staff. Queensland Health has identified five cross cultural capabilities which encompass the skills, knowledge and behaviours Queensland Health expects in its workforce. Queensland Health is committed to providing staff with access to this information through mandatory cultural diversity orientation and standard cross cultural training packages.


Data Collection and Analysis icon Data collection and analysis
Culturally competent organisations work to improve data collection and analysis for culturally and linguistically diverse communities. Queensland Health collects data about culturally and linguistically diverse clients and analyses the results to inform service development.

Community Engagement icon Community engagement
A culturally competent organisation engages with culturally and linguistically diverse communities in the development of services.

Special Needs Populations icon

Special needs populations
A culturally competent organisation recognises and responds to specific disadvantaged populations. Queensland Health recognises refugees, Pacific Islanders and Australian South Sea Islanders as populations with special needs.

Foundation areas

Action in these core outcome areas is most effective when underpinned by:

Last Updated: 01 October 2013
Last Reviewed: 01 October 2014


What's new?

Queensland Health Guideline for multicultural policy implementation
A guideline to assist Hospital and Health Services and Queensland Health to implement the Queensland Multicultural Policy - A multicultural future for all of us effectively.

Queensland Multicultural Policy - a multicultural future for all of us
The Queensland Government's multicultural policy, which aims to promote unity in our society and a sense of belonging for all Queenslanders, regardless of our cultural, linguistic, religious and ethnic backgrounds.

Complaints about health or other services
Do you have concerns about a government or non-government health service or are you unhappy with the way an issue has been handled? Do you think you have been treated unfairly or are you concerned about a decision or action of a health professional?

It is ok to complain, and there are organisations that are independent of the government that can help you, free of charge.

Go to the Queensland Independent Complaint Agencies' website for more information.