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Priority area 1: Culturally responsive government

Outcomes: 

  • Improve knowledge about customers' diversity 
  • Culturally capable services and programs 
  • A productive, culturally capable and diverse workforce

Action

AQP

Responsible agency

Timeframe

Progress status for 2020-21

Legend:

  • On track
  • Completed
  • Yet to commence

Achievements and outcomes for people from culturally and linguistically diverse communities

Please provide commentary e.g. 3-4 dot points of advice on achievements and outcomes. Include qualitative and quantitative data if available/relevant.

Deliver agency implementation plans to improve the collection, use and availability of information on customers from culturally diverse backgrounds.

 Be a responsive government

Multiple agencies, including Department of Transport and Main Roads

2020–21

Completed

 

 

 

 

Completed

 

 

 

 

On track

 

 


 


On track

 

 

 

 

 

TransLink and Accessible Transport Network have multilingual information available to culturally diverse communities on their external websites.

 

Launched in June 2021, the TMR Inclusion and Diversity Plan 2021-2023 is a three-year road map focused on achieving workforce diversity, participation and inclusion to deliver culturally responsive services.

 

TransLink engages with culturally and linguistically diverse communities to inform service planning and delivery to better understand the specific needs of our culturally diverse customers when using the transport network.

Many multicultural Queenslanders originate from countries with different road rules, signage and social norms. TransLink and Customer Services, Safety and Regulation Division actively consult with our community partners Multicultural Australia and Access Community Services in developing resources and information.

Increase cultural understanding and capability of staff by providing access to events, training and development opportunities.

 Be a responsive government

All agencies

2020–21

 

Create opportunity for cultural capability development for customer facing staff in the agency.

 Be a responsive government

Department of Transport and Main Roads

2020–21

 

 

Completed

 

 

 

Completed

 

 

 

 

On track

 

 



Completed

 

  

All new starters complete mandatory Australian Human Rights and Responsibilities modules with a total of 98% people completing this training in 2020-2021.

Our Learning and Development Strategy and Action plan 2021-2024 was launched in June 2021 which includes the building of multicultural capabilities across TMR. 

A new learning and development pillar for inclusion and diversity, to be implemented in January 2022, will focus on implementing a suite of training, information and tools to increase cultural competence.

In August 2021, our Champion for Inclusion and Diversity consulted and engaged with community partner, Multicultural Australia in a Cultural Index workshop.

Review and update the online staff cultural capability training to ensure currency and relevance.

 Be a responsive government

Department of Transport and Main Roads

2020–21

On track

 

 


On track

 

 

 

Cultural intelligence training in developing skills and knowledge is embedded in individual customer service centre staff professional development plans.

Customer Service Centre staff regularly consult with the multicultural community when evaluating programs and services. This includes using diversity data to inform decision making.

Commit to increasing all forms of diversity on Queensland Government boards.

 Be a responsive government 

All agencies

2020–21

Yet to commence

 

Governance Branch consults with multicultural community advisory bodies in the development of policies for representation on Department of Transport and Main Roads' Boards. 

Last updated
23 September 2021