Diversity and Alberta Health Services

Diversity Competency

Organizational Diversity Competency

Organizational Diversity Competency | Individual Diversity Competency

Organizational diversity competency is the ability of the health system to respond respectfully and effectively to individuals, families & communities of all diverse backgrounds in a manner that protects & preserves their dignity and recognizes, affirms, and values differences, similarities and worth.

Diversity competence is an essential component in ensuring effective and responsive services to diverse clients, families and communities. More specifically, a diversity competent health organization:

Holds diversity and equitable services in high regard
Continually self-assesses structures, policies and practices
Expands diversity knowledge and resources
Adapts service models to accommodate needs
Engages diverse people in meaningful ways in decisions that affect their health and the health of members of their family, community and other citizens.

Why is Organizational Diversity Competency Important?

Organization Benefits of Diversity Competency

How Do We Measure Diversity Competence?

Progress Towards Diversity Competency

Why is Organizational Diversity Competency Important?

Part of the answer to this question is quite simply, change. The demography of the province is changing rapidly and will continue to do so. Also, there have been recent changes to federal and provincial legislation recognizing diversity as a fundamental characteristic of our society. Despite these legislative and policy changes, the reality is that many diverse individuals experience discrimination, inequitable treatment, and exclusion. Diverse individuals also experience limited access to health services and employment opportunities.

Organization Benefits of Diversity Competency

There are many organizational benefits associated with diversity competence, including social and community benefits, financial benefits, and service improvement benefits. Conversely, organizations will be negatively impacted when issues related to diversity competency are not addressed.

Organizational benefits associated with diversity competency of a health care organization include (Anderson et al, 2003 and Kim-Gerwin et al, 2001):

healthcare providers that reflect diversity of the communities served;
reduced miscommunication (e.g. diagnosis, recommendations, compliance) from language differences or cultural misunderstanding;
greater provider knowledge of ethnic variation in health beliefs, practices & conditions;
more provider sensitivity to their own beliefs and behaviours that marginalize ethnic groups;
increase accuracy of diagnosis & use of appropriate interventions;
increase client understanding and adherence to treatment recommendations;
increase in client satisfaction and confidence in the healthcare system;
increased prenatal care visits;
higher rates of immunization;
appropriate utilization of primary care and preventative measures;
appropriate utilization of emergency services;
reduced rates of morbidity and mortality;
increased compliance to the health regime;
increased client reported feelings of self-worth;
improved trust in health staff; and
more interest in promoting health and preventing more serious diseases.

How Do We Measure Diversity Competence?

The process of becoming a diversity competent organization evolves over a period over time and eventually becomes an integrated into core business practices. Achievement of diversity competency requires continuous organizational self-assessment, planning, action and evaluation. Having a clear picture of what a diversity competent organization “looks like” will help the Alberta Health Services determine its functioning as a diversity competent organization and where improvements are needed. A measurement strategy for organizational diversity competency is being developed.

The following six gold standard benchmarks have been identified by the Region as the universally accepted 'best practice' standards that most organizations who are concerned about diversity competency attempt to reach. Indicators for each benchmark are also identified. Indicators are used to measure the success of the strategies that are adopted to achieve the goals and objectives.

Gold Standard Benchmark #1:

Policies and standards relevant to diversity are aligned with the principles of diversity.

Indicators:

Allocation of adequate resources to implement diversity competency policy.
Involve community representatives in setting policies, procedures, standards in defining and addressing service and policy needs
Recognition of diversity and commitment to diversity competent services in the organization’s mission and goals.
Diversity competency incorporated into all policies.
Workplace policies that promote respect for differences and prohibit discrimination.

Gold Standard Benchmark #2:

Diversity is embedded in all environments, programs, processes, and communications.

Indicators:

Respect for the right of individuals to their customs, beliefs and practices are demonstrated.
Organizational culture of inclusiveness and respect.
Incorporation of dimensions of diversity in developing management and service delivery strategies.
Openness and acceptance of differences.
Leadership at all levels accountable for implementing diversity goals.
Barriers preventing diverse people from accessing services, including communication barriers, identified and removed.
Outreach strategies to ensure participation by diverse people.
Diversity appropriate methods of service delivery.
Diversity principles incorporated in all aspects of service delivery, including assessment, planning, intervention and evaluation.
Professional language assistive services offered and available.
Utilization of expertise among diverse community leaders, traditional healers and elders.
Diversity in the community reflected in text and illustrations.
Inclusion of diverse writer’s/artist’s work in publications.
Service provision should consider administrative accommodations such as hours and locations of operation, multi-language information material, etc.
Universally accessible buildings.

Gold Standard Benchmark #3:

A workforce, within all levels of the organization, that is reflective of the population we serve.

Indicators:

Staff demographic data related to diversity collected.
Active recruitment of diverse staff/volunteers.
Diversity composition of the community reflected in staff and volunteers.
Implement strategies to recruit, retain, and promote diverse staff and leadership.
Diversity skills as requisite criteria for selection and performance review.
Equitable human resource practices.
Accommodation policies.

Gold Standard Benchmark #4:

Diversity competency is a process of continuous quality improvement.

Indicators:

Initial and ongoing assessment of organizational diversity competency.
Integrate diversity-competent measure into internal audit, improvement programs, patient satisfaction assessments, and outcomes-based evaluations.
Ongoing diversity competency skill development and training for all staff, volunteers, and board members
Diversity management knowledge and skills requisite requirements for leadership positions.
Diversity competency resource materials available.
Ensure conflict resolutions processes are capable of identifying, preventing, and resolving conflicts or complaints by diverse consumers.

Gold Standard Benchmark #5:

Reciprocal relationships with diverse populations enable shared responsibility in addressing the determinants of health.

Indicators:

Diversity of the community is reflected in board membership.
Representation of relevant social, political and economic sectors of the community on the board.
Diverse communities consulted to identify issues and strengths.
Diverse communities consulted to identify needs and develop program goals, objectives and activities.
Develop participatory collaborative partnerships with diverse communities.
Utilize formal and informal mechanisms to facilitate community involvement in designing and implementing programs, services, and initiatives.
Regularly make available to the public information about the organizational progress and successful innovations in implementing diversity strategies.

Gold Standard Benchmark #6:

Diversity competency and practice is built on a foundation of existing evidence and/or through the creation of evidence that engages diverse populations.

Indicators:

Maintain current demographic diversity profile of the community to plan for and implement responsive services.
Data related to dimensions of diversity collected in health records, integrated into the organization’s management information systems and periodically updated.
Participation in community networks to advocate and advance diversity competency.
One indicator of a diversity competent health are organization is:
Initial and ongoing assessment of organizational diversity competency.




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Diversity and Alberta Health Services Home Diversity Competency Resources Publications Demographics Programs & Services Health Info. for Diverse Populations Community Partners Contact Us Diversity Competency Tools Online Diversity Competency Self-Assessment	Diversity and Alberta Health Services Diversity Competency Organizational Diversity Competency Organizational Diversity Competency \| Individual Diversity Competency Organizational diversity competency is the ability of the health system to respond respectfully and effectively to individuals, families & communities of all diverse backgrounds in a manner that protects & preserves their dignity and recognizes, affirms, and values differences, similarities and worth. Diversity competence is an essential component in ensuring effective and responsive services to diverse clients, families and communities. More specifically, a diversity competent health organization: Holds diversity and equitable services in high regard Continually self-assesses structures, policies and practices Expands diversity knowledge and resources Adapts service models to accommodate needs Engages diverse people in meaningful ways in decisions that affect their health and the health of members of their family, community and other citizens. Why is Organizational Diversity Competency Important? Organization Benefits of Diversity Competency How Do We Measure Diversity Competence? Progress Towards Diversity Competency Why is Organizational Diversity Competency Important? Part of the answer to this question is quite simply, change. The demography of the province is changing rapidly and will continue to do so. Also, there have been recent changes to federal and provincial legislation recognizing diversity as a fundamental characteristic of our society. Despite these legislative and policy changes, the reality is that many diverse individuals experience discrimination, inequitable treatment, and exclusion. Diverse individuals also experience limited access to health services and employment opportunities. Organization Benefits of Diversity Competency There are many organizational benefits associated with diversity competence, including social and community benefits, financial benefits, and service improvement benefits. Conversely, organizations will be negatively impacted when issues related to diversity competency are not addressed. Organizational benefits associated with diversity competency of a health care organization include (Anderson et al, 2003 and Kim-Gerwin et al, 2001): healthcare providers that reflect diversity of the communities served; reduced miscommunication (e.g. diagnosis, recommendations, compliance) from language differences or cultural misunderstanding; greater provider knowledge of ethnic variation in health beliefs, practices & conditions; more provider sensitivity to their own beliefs and behaviours that marginalize ethnic groups; increase accuracy of diagnosis & use of appropriate interventions; increase client understanding and adherence to treatment recommendations; increase in client satisfaction and confidence in the healthcare system; increased prenatal care visits; higher rates of immunization; appropriate utilization of primary care and preventative measures; appropriate utilization of emergency services; reduced rates of morbidity and mortality; increased compliance to the health regime; increased client reported feelings of self-worth; improved trust in health staff; and more interest in promoting health and preventing more serious diseases. How Do We Measure Diversity Competence? The process of becoming a diversity competent organization evolves over a period over time and eventually becomes an integrated into core business practices. Achievement of diversity competency requires continuous organizational self-assessment, planning, action and evaluation. Having a clear picture of what a diversity competent organization “looks like” will help the Alberta Health Services determine its functioning as a diversity competent organization and where improvements are needed. A measurement strategy for organizational diversity competency is being developed. The following six gold standard benchmarks have been identified by the Region as the universally accepted 'best practice' standards that most organizations who are concerned about diversity competency attempt to reach. Indicators for each benchmark are also identified. Indicators are used to measure the success of the strategies that are adopted to achieve the goals and objectives. Gold Standard Benchmark #1: Policies and standards relevant to diversity are aligned with the principles of diversity. Indicators: Allocation of adequate resources to implement diversity competency policy. Involve community representatives in setting policies, procedures, standards in defining and addressing service and policy needs Recognition of diversity and commitment to diversity competent services in the organization’s mission and goals. Diversity competency incorporated into all policies. Workplace policies that promote respect for differences and prohibit discrimination. Gold Standard Benchmark #2: Diversity is embedded in all environments, programs, processes, and communications. Indicators: Respect for the right of individuals to their customs, beliefs and practices are demonstrated. Organizational culture of inclusiveness and respect. Incorporation of dimensions of diversity in developing management and service delivery strategies. Openness and acceptance of differences. Leadership at all levels accountable for implementing diversity goals. Barriers preventing diverse people from accessing services, including communication barriers, identified and removed. Outreach strategies to ensure participation by diverse people. Diversity appropriate methods of service delivery. Diversity principles incorporated in all aspects of service delivery, including assessment, planning, intervention and evaluation. Professional language assistive services offered and available. Utilization of expertise among diverse community leaders, traditional healers and elders. Diversity in the community reflected in text and illustrations. Inclusion of diverse writer’s/artist’s work in publications. Service provision should consider administrative accommodations such as hours and locations of operation, multi-language information material, etc. Universally accessible buildings. Gold Standard Benchmark #3: A workforce, within all levels of the organization, that is reflective of the population we serve. Indicators: Staff demographic data related to diversity collected. Active recruitment of diverse staff/volunteers. Diversity composition of the community reflected in staff and volunteers. Implement strategies to recruit, retain, and promote diverse staff and leadership. Diversity skills as requisite criteria for selection and performance review. Equitable human resource practices. Accommodation policies. Gold Standard Benchmark #4: Diversity competency is a process of continuous quality improvement. Indicators: Initial and ongoing assessment of organizational diversity competency. Integrate diversity-competent measure into internal audit, improvement programs, patient satisfaction assessments, and outcomes-based evaluations. Ongoing diversity competency skill development and training for all staff, volunteers, and board members Diversity management knowledge and skills requisite requirements for leadership positions. Diversity competency resource materials available. Ensure conflict resolutions processes are capable of identifying, preventing, and resolving conflicts or complaints by diverse consumers. Gold Standard Benchmark #5: Reciprocal relationships with diverse populations enable shared responsibility in addressing the determinants of health. Indicators: Diversity of the community is reflected in board membership. Representation of relevant social, political and economic sectors of the community on the board. Diverse communities consulted to identify issues and strengths. Diverse communities consulted to identify needs and develop program goals, objectives and activities. Develop participatory collaborative partnerships with diverse communities. Utilize formal and informal mechanisms to facilitate community involvement in designing and implementing programs, services, and initiatives. Regularly make available to the public information about the organizational progress and successful innovations in implementing diversity strategies. Gold Standard Benchmark #6: Diversity competency and practice is built on a foundation of existing evidence and/or through the creation of evidence that engages diverse populations. Indicators: Maintain current demographic diversity profile of the community to plan for and implement responsive services. Data related to dimensions of diversity collected in health records, integrated into the organization’s management information systems and periodically updated. Participation in community networks to advocate and advance diversity competency. One indicator of a diversity competent health are organization is: Initial and ongoing assessment of organizational diversity competency.
	E-mail comments to Healthy Diverse Populations Webmaster. Page last updated on: March 19, 2009

Diversity Competency Tools

Diversity and Alberta Health Services

Diversity Competency

Organizational Diversity Competency

Why is Organizational Diversity Competency Important?

Organization Benefits of Diversity Competency

How Do We Measure Diversity Competence?

Policies and standards relevant to diversity are aligned with the principles of diversity.

Diversity is embedded in all environments, programs, processes, and communications.

A workforce, within all levels of the organization, that is reflective of the population we serve.

Diversity competency is a process of continuous quality improvement.

Reciprocal relationships with diverse populations enable shared responsibility in addressing the determinants of health.

Diversity competency and practice is built on a foundation of existing evidence and/or through the creation of evidence that engages diverse populations.