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Priority area 2: Inclusive, harmonious and united communities

Outcomes:

  • 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 diversity 

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.

Promote the Multicultural Queensland Charter to government agency staff and consider its principles when developing policies or providing services.    

 Be a responsive government

All agencies

2020–21

 

Include references to the Multicultural Queensland Charter in agency-wide communications and through Director-General messages during Multicultural Queensland Month and broadly.

 Be a responsive government

Department of Transport and Main Roads

2020–21

Completed

 

 

Completed

 

 

 


Completed

Our leaders champion cultural diversity through promotion of Multicultural Queensland Month and A Taste of Harmony. 

An increase from 23% in 2020 to 25% in 2021 of staff engagement in participating in multicultural events, posting articles and photographs in Yammer posts and clicks onto multicultural HR intranet pages.

An increase of 3% in proactive engagement with Champion Inclusion and Diversity messaging and Yammer posts.

Support workforce engagement events and forums focused on the Multicultural Queensland Charter and how its principles can be ‘brought to life’ in the workplace.

 Be a responsive government

Department of Transport and Main Roads

2020–21

Completed

 

 

 

Completed

Engaged culturally and linguistically diverse communities to inform service planning and delivery. A variety of translated information continues to be developed.

Multilingual information and resources are provided through a range of platforms and communication channels, including translated documents, and multilingual forms.

Annual Report 2020-21 - Language Services Policy

Percentage of clients that required language support for the year was 0.06%

The amount spent annually on interpreters engaged by agencies was $155,661.78

The number of occasions interpreters are engaged annual by the agency is 2492

Ensure policy setting and forward-facing customer service areas have access to the Multicultural Queensland Charter and use it as a lens of consideration when developing policies and planning inclusive and respectful service delivery.

 Be a responsive government

Department of Transport and Main Roads

2020–21

Completed

 

 

 

Completed

 

 

 

Completed

Cultural intelligence gathering through surveys, focus groups and from advisory community groups is the basis for human centred design of services, policies and processes.

Accessible Transport Network used the data from Accessible Transport Customer Survey completed in 2020 in the upgrade of signage across the transport network.

TransLink completed customer satisfaction surveys in 2020 to inform the development of front facing customer service standards and development of cultural sensitivity training.

Sign up and participate in the Australian Human Rights Commission Racism. It stops with me campaign.

 Be a responsive government 

All agencies

2020–21

 

Promote the agency’s participation in the Australian Human Rights Commission Racism. It stops with me campaign, including on Harmony Day.

 Be a responsive government 

Department of Transport and Main Roads

2020–21

Completed

 

 

 

 

 

Completed

 

 

 

Completed

We continue to participate and support the campaign Racism: It stops with me through promotion of human rights with our community partners Refugee council of Australia and Access Community Services in sharing four video stories from refugees who have settled in Australia.

We continued to promote during Harmony Week and Refugee Week for our people to sign the digital pledge to commit to be proactive in the Racism: It stops with me campaign.

In Harmony Week and Refugee Week we promoted our people to complete cultural competence training in LinkedIn Learning.

TransLink Smart Ticking initiative supports ongoing actions to build an inclusive, harmonious and united community

Smart Ticketing uses the Multicultural Queensland Charter to honour and celebrate Queensland's Aboriginal and Torres Strait Islander people and culture. We proudly display First Nations art on public transport ticketing equipment and infrastructure. The art engages and educates customers about Queensland's First Nations people and inspires a sense of pride, culture and connection in the story it tells.

In May 2021, TransLink's Customer Liaison Officers attended the annual Lord Mayor's Welcome Ceremony. The event promotes Brisbane as an inclusive city that welcomes  people from all backgrounds. The ceremony also provides opportunities for new residents to:

  • meet with community leaders
  • access information on a range of programs and services provided by government and non-government agencies. 

This event gives Customer Liaison Officers a chance to help new residents with:

  • journey planning
  • TransLink services
  • products available for them such as asylum seeker and jobseeker concession fares.
 
 
Last updated
23 September 2021