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Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALPriority area 1: Culturally responsive governmentOutcomes: Improve knowledge about customers’ diversity Culturally capable services and programs A productive, culturally capable and diverse workforceActionAQPResponsible agencyTimeframeProgress status for2019-20 In 2019 DJAG undertook a departmental-wideconsultation with business areas to discover whereculturally-diverse customer data was already beingcollected.Deliver agency implementation plans to improve the collection, use andavailability of information on customers from culturally diverse backgrounds.Develop and promote specific resources to improve access for customersfrom culturally diverse backgrounds. Achievements and outcomes for people fromculturally and linguistically diverse communitiesMultiple agencies,including the Departmentof Justice and AttorneyGeneral (DJAG)2019–22DJAG and LAQ2019–22On track An implementation plan has been drafted andfurther work is in progress to realise data collectionopportunities. In line with the commencement of the new BlueCard Services No Card, No Start laws on 31 August2020, an information sheet was made available onhow to obtain a Customer Reference Number fromthe Department of Transport and Main Roads in 5different languages.Promote the availability of translation services offered to Blue CardService customers through staff training and provision ofinformation.DJAG2019–22On track All fact sheets and posters for Blue Card Servicesinclude contact details and contact centre hours,along with affiliated logos for ‘Translating andInterpreting Service’, ‘Interpreter’ and ‘NationalRelay Service’. Additionally, a poster was producedwhich promotes the use of translation services infour different languages. Blue Card Services’ reception area displaysavailable translation and national relay services. Blue Card Services are currently in the process ofhaving call centre on-hold messaging translated into5 different languages.1
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALActionAQP Responsible agencyTimeframeProgress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communities The Blue Card Services No Card, No Startcampaign planning has produced a range ofresources including social media and radio ads, aswell as fact sheets and posters, which are beingtranslated into multilingual formats. These weredeveloped throughout 2019–20 and will be rolled outduring 2020–21.Publish and promote multilingual resources including factsheets,guides and videos on a variety of consumer topics.DJAG2019–22On track In addition to the No Card No Start campaign, theBlue Card Services Community Information Teamhas developed a Cultural and Linguistically Diverse(CALD) Communication Strategy. The strategycontains a range of initiatives to be undertakenthrough future BAU activities. Objectives of thestrategy are:1. Promote and advise applicants of the availabilityof interpreting services2. Provide resources on the Blue Card Serviceswebsite that are translated into multiplelanguages3. Develop and undertake targeted education aboutthe Blue Card System in CALD communities. The Registry of Births, Deaths and Marriages hascreated a digital flyer about the birth registrationprocess in six different languages. This digital flyerwill be released in 2020–21 and be available forhospitals to download. A plain language guide to Queensland’s newHuman Rights laws, produced in May 2020, isavailable in English, Simplified Chinese, Vietnameseand Torres Strait 9 The Office of Fair Trading publishes factsheets andguides on a variety of consumer topics in languagesother than English. The suite of 6 videos; Myconsumer rights is available in 7 differentlanguages. Support access to translated resources through a dedicatedwebpage.DJAG2019–22Completed Translated resources for the Blue Card Serviceswebsite have been developed by the Blue CardServices Community Information Team. The Office of Fair Trading maintains a specificwebsite section from where all translated resourcescan be accessed.2
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALActionAQPResponsible agencyTimeframeProgress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communities Both www.justice.qld.gov.au andwww.qld.gov.au/law provide a link tohttps://www.qld.gov.au/help/languages The Registry of Births, Deaths and Marriages havecontinued to roll out their Indigenous birthregistration program which includes communityengagement and visits to different culturally diversecommunities across Queensland.Engage with people from culturally diverse backgrounds throughparticipation at community events and conducting informationsessions in educational and community-based settings.DJAG2019–22On track Blue Card Services undertook numerous communityengagement activities throughout Queensland.These included various multicultural events in SouthEast Queensland as well as Aboriginal and TorresStrait Islander community visits, events andworkshops. There is an intention to continue theseactivities in 2020–21, pending COVID-19restrictions. The Office of Fair Trading regularly engages withpeople from culturally diverse backgrounds viaparticipation in community events, and byconducting information sessions for students in bothtraditional tertiary settings and community-basedsettings. The Office of the Director of Public Prosecutions(ODPP) continues to foster its mutually beneficialrelationship with the Office of the Public Prosecutor(OPP) in Papua New Guinea, which includes ODPPprosecutors visiting Papua New Guinea to facilitateand present at training workshops for the OPP. Disseminate fair trading information to vulnerable Queenslanders,including those from culturally diverse backgrounds, through othergovernment agencies, non-government organisations and localcommunity groups.DJAG2019–22CompletedUse and promote availability of interpreter services to access anyof the agency's information or services.DJAG2019–22Completed The Office of Fair Trading works with othergovernment agencies, non-governmentorganisations and local community associations todisseminate fair trading information to vulnerableQueenslanders. Links are available on both www.justice.qld.gov.auand www.qld.gov.au/law tohttps://www.qld.gov.au/help/languages whichprovides information on translating and InterpretingServices. Blue Card Services promotes interpreter services ontheir website and at their reception desk.3
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALActionAQPResponsible agencyTimeframeProgress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communities The ODPP has several staff that offer interpreterservices for prosecution purposes, mainly forwitness conferencing and corresponding withvictims of crime and their families.Increase cultural understanding and capability of staff by providing accessto events, training and development opportunities. All agencies2019–22 DJAG staff undertook the Cultural AwarenessTraining provided by the Indigenous Trainingprovider, Banaam. Blue Card Services staff alsoattended Banaam’s Advanced Cultural IntelligenceTraining.Provide mandatory training for all staff that includes topics relatingto courtesy and respect for co-workers, clients and members of thepublic from culturally diverse backgrounds and discrimination. Blue Card Services provided Cultural Competencetraining to Contact Centre and CommunityInformation staff through Margaret BornhorstCross-Cultural training provider.DJAG2019–22Completed The department’s Ethical Standards Unit runsmandatory annual training, in-person and online, forall staff about the Code of Conduct for theQueensland Public Service, departmental policy andgeneral legal and ethical obligations to treateveryone with courtesy and respect and avoiddiscrimination. This was delivered to 2,834 staff in2019–20. Additionally in-person training is availableto current and aspiring managers which expandsupon these aspects in the context of managerialresponsibilities. This was delivered to 39 managersin 2019–20. This ensures that all staff directly orindirectly delivering services to people fromculturally and linguistically diverse communities areaware of expectations in this regard and can actappropriately.4
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALActionAQP Responsible agencyProgress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communitiesCompleted In January 2019 DJAG purchased a three-yearsubscription to the Inclusion and Culture modules ofthe SBS Inclusion Program. These modules areaimed at building capability around cultural diversityin the workplace. This training explores topicsincluding cross-cultural communication, addressingstereotypes, unconscious bias, diversity and thebenefits of multiculturalism in the workplace. AllDJAG staff are encouraged to complete the SBStraining.Actively encourage all staff to undertake the online culturalcompetency training to improve the way staff work with people fromculturally diverse backgrounds.DJAG Timeframe2019–22Deliver leadership and management capability developmentprograms which include topics related to inclusion and diversity,respectful behaviours and awareness of bias.DJAG2019–22On track DJAG continues to deliver the Practical HR forManagers program, which includes topics related torecruitment and selection, inclusion and diversityand awareness of bias. All ODPP staff are encouraged to complete theonline cultural competency training on Evolve, bothduring the induction process and throughout theduration of their employment with the Office. The Brisbane Multicultural Centre delivered the“Cross Cultural Training: Working Effectively withPeople from Culturally and Linguistically DiverseBackgrounds in the Justice System” workshop toODPP staff in November 2018. The workshop wasaimed at addressing common cultural workplacechallenges, including communication barriers(verbal and non-verbal), unintentional culturalmishaps and different cultural perceptions ofcustomer service.Encourage and support staff to attend Cross Cultural Training:Working Effectively with People from Culturally and LinguisticallyDiverse Backgrounds in the Justice System workshops.DJAG2019–22Completed The intended outcomes of the workshop were forstaff to understand cultural diversity in Queensland,understand culture and its impact oncommunication, understand the different culturalperceptions of the court system and the personnelinvolved, and to understand how language barriers,if not addressed, can have a negative impact. Although no future workshops are planned at themoment, ODPP staff will be encouraged to attendand participate in any future workshops. Crosscultural training is currently sufficiently covered bythe online program of training provided to all DJAGstaff.5
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALActionAQP Responsible agencyTimeframeProgress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communities COVID-19 has impacted the availability offace-to-face cultural awareness and capabilitybuilding training. Instead the department is activelypromoting staff to access the online SBS Inclusionprogram modules.Encourage and support staff to attend training to improve crosscultural understanding and communication in the workplace.Support key staff members to complete cultural competencytraining to ensure services delivered are respectful and inclusive.DJAG2019–22On trackDJAG2019–22On track Blue Card Services provided Cultural Competencetraining to Contact Centre and CommunityInformation staff through Margaret Bornhorst CrossCultural training provider.Commit to increasing all forms of diversity on Queensland Governmentboards.All agencies2019–22Completed Incorporated in relevant DJAG training packages. DJAG ensures diversity is considered whenproviding candidates for consideration forappointment as well as performing an oversight andliaison role with the Attorney-General and Ministerfor Justice with regard to ensuring diversity onrelevant boards within the authority of the JusticePortfolio. Contributes regular reports on the whole-ofgovernment Women on Boards Initiative. Work has been progressed on capturing data onmembers and/or adjudicators who identify asAboriginal or Torres Strait Islander people withinQueensland Civil and Administrative Tribunal.Provide funding to support the provision of specialist legal support and advicefor refugees and people seeking asylum.DJAG2019–22On track Funding of over 5 million has been allocated toRefugee and Immigration Legal Service (RAILS) todeliver free legal and information support to refugesand people seeking asylum from acrossQueensland over 2020-25.Insert case studies or good news stories to highlight achievements relevant to Priority area 1:1. In March 2020 the Office of Fair Trading attended the Islamic Women’s Association of Australia’s Community Connections Day. The OFT provided information and advice about consumer rights including tipson how to avoid scams like itinerant door-to-door traders.6
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALPriority area 2: Inclusive, harmonious and united communitiesOutcomes: Recognition and respect for Aboriginal and Torres Strait Islander heritage and culture Queenslanders celebrate our multicultural identity Connected and resilient communities A respectful and inclusive narrative about diversityActionAQP Responsible agencyPromote the Multicultural Queensland Charter to government agency staffand consider its principles when developing policies or providing services. All agenciesTimeframeProgress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communities2019–22DJAG2019–22Completed The DJAG Inclusion and Diversity programCommunications Plan includes activities supportingthe Multicultural Queensland Charter. Articles havebeen published to the DJAG intranet andmanageHR - a monthly newsletter distributed to allDJAG managers.DJAG2019–22Completed DJAG’s commitment to inclusion and diversity isembedded in the departmental induction programand resources for new employees.Promote the benefits of embedding the Multicultural QueenslandCharter in practice through intranet bulletins and good news stories.Promote the Multicultural Queensland Charter to new staff throughagency induction initiatives. The DJAG Inclusion and Diversity program includesa calendar of recognition events which arepromoted across the department. Promotionactivities are designed to raise awareness andencourage staff participation in events and activitiessupporting the Charter.Encourage and support staff to participate in events and accessresources related to the Multicultural Queensland Charter.DJAG2019–22Completed Through the manageHR newsletter managers areencouraged to support awareness raising withintheir teams and participation at events related to theMulticultural Queensland Charter. The Blue Card Services Community InformationTeam liaised with Banaam training providers todevelop a Cultural Framework poster sized deskpad. This enables staff to embed the CulturalFramework into practice following the AdvancedCultural Intelligence training. Note pads havebeen printed by Banaam. Blue Card Servicespurchased the desk pads in 2019–20 fordistribution in 2020–21. Display the Multicultural Queensland Charter in workplacesDJAG2019–22On track The Multicultural Queensland Charter is displayed insome DJAG workplaces.7
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALActionAQP Responsible agency Consider the Multicultural Queensland Charter when reviewingpolicies and procedures that impact on service delivery to clientsfrom culturally diverse backgrounds.2019–22Progress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communitiesOn track Business units across DJAG are aware of the needto ensure that when reviewing policies andprocedures that the Multicultural Charter is part ofthe review process on clients from culturally diversebackgrounds.DJAG2019–22Completed The DJAG Inclusion and Diversity Strategy 2018–22addresses seven specific areas of focus related to:- underrepresented groups (People from a culturallyand linguistically diverse background, Aboriginaland Torres Strait Islander peoples, people livingwith disability, people who identify as LGBTIQ ,older people and youth) and women in leadership;and- two areas of focus which provide general levers ofchange; culture and capability (including valuingdifference, flexible work arrangements, recruitmentand selection, management capability), and dataintegrity and measures to inform actions. The Charter principles are embedded in the DJAGInclusion and Diversity Strategy 2018–22.DJAG2019–22Yet to commence This activity will be part of embedding theLeadership competencies for Queensland in DJAG.Completed The principles of the DJAG Inclusion and DiversityStrategy 2018–22, and the underrepresentedgroups identified in the Strategy, are considered inthe development of human resources policies andprocedures.Embed principles of the Multicultural Queensland Charter into theagency’s Diversity and Inclusion Plan. Raise awareness of the Multicultural Queensland Charter inleadership and management capability development programs. Embed principles of the Multicultural Queensland Charter in humanresource policies and procedures.Celebrate and promote Queensland’s multicultural identity, such as throughgovernment publications and communication. DJAGTimeframeEnsure all ministerial and agency correspondence with customersare culturally responsive and reflective of Queensland's diversecommunity.DJAG2019–22Multiple agencies,including DJAG2019–22DJAG2019–22Completed The Executive Services Branch has continued toensure correspondence and briefs support thisaction. Human Rights considerations has also beenintroduced and monitored by ESB for compliance inbriefing material.Sign up and participate in the Australian Human Rights CommissionRacism. It stops with me campaign.All agencies2019–228
Queensland Multicultural Policy ‘Our story, our future’Queensland Multicultural Action Plan 2019-20 to 2021-22Annual Reporting for 2019-20DEPARTMENT OF JUSTICE AND ATTORNEY-GENERALActionAQP Responsible agency Progress status for2019-20Achievements and outcomes for people fromculturally and linguistically diverse communities This activity will be part of embedding theLeadership competencies for Queensland in DJAG.Promote key messages about addressing racism to staff viaimplementation of Our Charter.DJAG Timeframe2019–22Yet to commenceInclude the commitment to addressing racism in executiveperformance agreements, and in leadership and managementcapability development programs.DJAG2019–22Completed The DJAG intranet page is currently being reviewedfor further improvements to inform our leaders andstaff. The principles of the DJAG Inclusion and DiversityStrategy 2018–22 are reflected in theDirector-General’s and senior executiveperformance agreements. These principles are also embedded in DJAGleadership and management capability developmentprograms.Insert case studies or good news stories to highlight achievements relevant to Priority area 2:NIL9
Queensland Multicultural Action Plan 2019-20 to 2021-22 Annual Reporting for 2019-20 DEPARTMENT OF JUSTICE AND ATTORNEY-GENERAL 1 Priority area 1: Culturally responsive government Outcomes: Improve knowledge about customers' diversity Culturally capable services and programs A productive, culturally capable and diverse workforce
