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Multicultural Plan 2023-2025
Our actions
Leadership
| Action | Due | Responsible Divisions |
|---|---|---|
| Identify opportunities for improving service delivery to CALD customers from customer feedback/complaints and from employee suggestions (i.e.: Circle of Service), report to leadership and all employees on actions taken | Q4 2023 | Service NSW Customer, Delivery and Transformation |
| DCS demonstrates actions based on staff feedback and empowers CALD staff to provide ongoing feedback | Q4 2023 | Digital.NSW Revenue NSW Corporate Services |
| Provide cluster-wide capability uplift for people leaders and employees to grow inclusive leadership and cultural safety | Q4 2023 | People and Culture All Divisions |
| Promote career development and mobility through My Contribution conversations and organisational communications. | Ongoing | People and Culture |
| Provide support for CALD leaders to mentor and guide CALD emerging leaders | Ongoing | CALD ERG People and Culture |
Engagement
| Action | Due | Responsible Divisions |
|---|---|---|
| Coordinate face-to-face community engagement with CALD communities cluster-wide | Q4 2023 | Customer, Delivery and Transformation Better Regulation |
| Develop a mechanism to achieve best practice consultation and co-design with CALD communities | Q4 2023 and ongoing | Office of the Secretary Customer, Delivery and Transformation Better Regulation Revenue NSW Service NSW |
| Conduct further research on effective ways to translate information and address customer needs | Q4 2024 | Customer, Delivery and Transformation Better Regulation |
| Conduct further testing and consultation with the CALD community on utilising the SNSW app to share information | Ongoing | Service NSW |
| Conduct and publish research to better understand the differing needs of CALD customers in regional and metro communities | Ongoing | Customer, Delivery and Transformation Office of the Secretary Better Regulation Revenue NSW Service NSW |
Planning
| Action | Due | Responsible Divisions |
|---|---|---|
| Development and publishing of a respectful meeting guide to ensure all staff are able to participate in meetings | Q2 2023 | Culturally and Linguistically Diverse ERG (CALD ERG) |
| Look to establish a whole of cluster translation and interpretation service mechanism | Q2 2024 | Corporate Services People and Culture |
| Share CALD insights across the cluster and with divisional executives to inform action | Q1 2023 | People and Culture Corporate Services CALD ERG |
| DCS internal complaints policies are current and in line with staff needs | Q3 2023 | People and Culture |
| DCS internal complaints procedures empower staff to disclose without negative consequences | Q4 2023 | People and Culture |
Service delivery
| Action | Due | Responsible Divisions |
|---|---|---|
| CALD communities rely more on official sources to access information and less on community organisations | Ongoing | Customer, Delivery and Transformation CALD ERG |
| Information across the cluster is assessed for its relevance to CALD customers, with vital/relevant information being made available in non-digital formats and various languages | Ongoing | Customer, Delivery and Transformation Better Regulation Service NSW |
| Digital inclusion initiatives across the cluster address the needs of CALD communities and promote further research on best practice for future DCS products, policies and services | Ongoing | Digital.NSW Corporate Services |
| All DCS communications are in line with the NSW design standard of writing in plain English | Ongoing | Digital.NSW Customer, Delivery and Transformation Corporate Services |
| DCS uses data and insights to create targeted products and services | Ongoing | Service NSW Revenue NSW Customer, Delivery and Transformation |
| Increase in face-to-face community engagement in-language to disseminate information on NSW government products, services, grants, vouchers, and other opportunities | Ongoing | Service NSW Customer, Delivery and Transformation |
| Further consultation with CALD frontline staff and CALD customers to ensure their needs are met | Q2 2023 and ongoing | Service NSW Better Regulation SIRA CALD ERG |