Our Shared Values - Working with First Nations People

Working With First Nations People Our Shared Values

We show LOVE We act with RESPECT We are RELIABLE We EMPOWER others

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Our Shared Values At BaptistCare, we create strong and caring communities that value personal well-being and each other. When these values are shared, it has the potential to transform lives.

Among the thousands of individuals we meet each day, we see that people want to be shown genuine loving care, to be respected as an individual, to be empowered to live well, and to always feel confident they have someone they can rely on.

We value the unique needs of Indigenous people and are committed to using our shared values as our guiding approach in the planning, delivery and evaluation of care.

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Understanding the Context The rich history of Australia dates back over 60,000 years and it is believed that at one time the Indigenous population numbered up to one million people, comprising 400 Aboriginal Nations and 250 languages.

Since European colonisation the number of Indigenous communities has decreased dramatically with Aboriginal and Torres Strait Islander People now comprising only 3% of Australia’s population.

BaptistCare recognises the injustice and mistreatment suffered

by Aboriginal and Torres Strait Islander people as a result of the European colonisation of Australia.

Health is not just about the physical wellbeing of the individual but the social, emotional, spiritual and cultural wellbeing of the whole community.

Many factors contribute to the poor health status of First Nations peoples as a direct result from colonisation including but not limited to intergenerational trauma, poor health from the introduction of products such a sugar and nicotine, systematic racism, discrimination and limited employment opportunities.

Indigenous people have a life expectancy of around 17 years less than the general population. They are more likely to develop long term health problems such as diabetes, hypertensive disease, heart disease, stroke and vascular diseases.

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A number of factors continue to hinder access to quality services by Aboriginal and Torres Strait Islander people. These factors include poor linkages and co-ordination across the health, community, disability and aged care systems, the viability and distribution of services, ongoing poor understanding of service delivery within an appropriate cultural context and restricted decision making involving Aboriginal and Torres Strait Islander people themselves.

Increased cultural awareness and sensitivity, along with enhanced consultation and partnerships, are needed to reduce barriers to support services and increase the positive health and wellbeing outcomes.

Our Commitment to our Customers BaptistCare is committed to providing care and services to all people based on shared values, acknowledging the unique background and individuality of each person. We seek to provide an inclusive, welcoming, professional and safe environment for all people.

BaptistCare seeks to: • Embed sensitivity and inclusiveness considerations into everyday practices • Deliver appropriate care ensuring that individual needs and preferences are understood and respected • Improve services to ensure the needs of First Nations people are met in a comfortable, professional and informed environment • Ensure the equity of access to services.

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Our Shared Values

Margaret’s Story Margaret realised that the situation at home had deteriorated to a point where she and her three children needed to leave. David wasn’t a bad guy, but when he drank he could get nasty and, since losing his job, he seemed angry at everyone, all the time. Home no longer felt like a safe place to be.

Finding a place that would take her and her children wasn’t easy. A friend mentioned BaptistCare and Margaret was so relieved that they had an available unit and understood exactly what she was going through. The Case Worker made the whole ordeal so much easier, particularly for the kids. Margaret quickly connected with another Aboriginal woman living in a nearby unit who was in a similar situation. All the staff were very careful in maintaining Margaret’s privacy and helping her to access a range of services and supports which Margaret had no idea were even available.

Margaret leaving was an enormous shock to David. He hadn’t realised just how out of hand his situation had become and knew that he also needed to get some help. David started seeing a specialist counsellor who had experience with Aboriginal and Torres Strait Islander customers and also joined a Domestic Violence Perpetrator group. He knows he has a long road ahead, but at least he now feels like he has some hope.

Working With Indigenous People

We are LOVING

We genuinely care.

We show love and respect to those we serve.

BaptistCare will: • Recognise the importance of extended family networks and relationships of kin, Indigenous communities, Indigenous spirituality, religious beliefs and observance, customary practices, foods, the diversity of language, age structures and the role and status of elders.

• Be pro-active and responsive to the needs and preferences of First Nations customers by providing services in a culturally sensitive manner, including asking about culturally appropriate care practices and preferences for each customer, which may include activities, celebrations, foods and other meaningful practices.

• Develop meaningful relationships with each customer to promote ongoing communication and consultation in regards to all aspects of their care and service, and gather and document information from each customer and their family, in relation to their personal history, culture, abilities, spirituality, support needs and preferences.

• Endeavour to appropriately match Aboriginal and Torres Strait Islander employees, volunteers and customers when requested.

• Recognise the importance of the land and understand that it is also the basis for a fulfilled spiritual life.

• Invite and encourage BaptistCare employees and volunteers to share and celebrate their background and heritage.

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We RESPECT the individual

We respect individuality.

We do it their way.

We pay attention to the small things that mean most to them.

BaptistCare will: • Ensure all services are provided equitably and sensitively, regardless of background, origin, age, sexuality, gender, identity, lifestyle, faith, language and culture.

• Be responsive by observing cultural differences such a minimal or no eye contact and physical contact where appropriate, as well as being respectful when engaging with others, including being aware of our body language and communication style.

• Be culturally sensitive and understanding concerning selfidentification or the desire for cultural anonymity.

• Manage customer information sensitively and confidentially, including with family members, BaptistCare staff and other services.

• Use communication styles that are non-discriminatory and employ accurate language and appropriate terminology.

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Mary’s Story Mary is a 70 year old Aboriginal Woman living in southern NSW. Her husband passed away a couple of years ago after a long battle with cancer. Her two daughters, Helen and Kate, have lived locally and provided daily assistance to Mary, with additional help from the local BaptistCare at home team.

Two months ago Kate married and is now living on the North Coast.

Mary was worried that she would not be able to travel up to the wedding due to her poor mobility and the difficulties associated with managing her diabetes. BaptistCare was able to provide assistance in conjunction with a local Indigenous service to provide all the help Mary required while she was away at Kate’s wedding.

Now that she is back, BaptistCare has increased the amount of support being provided, to compensate for Kate not being able to assist. Mary loves the visits from her care workers, one of whom is herself from an Indigenous background. BaptistCare also assists with providing transportation to various medical appointments and to the weekly program at the local Aboriginal Community Centre where Mary is able to continue her love of painting. Mary is planning to visit her daughter up north again at the end of the year and is comforted to know that she will again be able to access the care that she needs while she is away.

Our Shared Values

Working With Indigenous People

We are RELIABLE

We deliver what we promise.

We do what we say.

We keep customers informed.

BaptistCare will: • Consult regularly with Aboriginal and Torres Strait Islander customers and their families for feedback to ensure care, services, communication and other needs are being met in a culturally appropriate and sensitive manner.

• Use translator and interpreting services as appropriate to ensure all people are fully supported and well informed, including understanding their rights and responsibilities and the rights and responsibilities of BaptistCare.

• Support and express our commitment to sensitivity and inclusiveness through written policies, procedures and practices.

• Develop strategies to support customers when risks are identified, and provide access to additional services that may be able to provide solutions for other unmet needs.

• Monitor access and equity initiatives and develop ongoing strategies for improvement.

• Maintain feedback mechanisms that enable customers, employees and volunteers to comment on the organisation’s approach to Aboriginal and Torres Strait Islander culture and diversity.

• Actively seek strategies to improve the knowledge and skills of employees and volunteers to promote understanding of Aboriginal and Torres Strait Islander cultures and communities.

• Actively recruit, train and mentor Aboriginal and Torres Strait Islander employees and volunteers throughout BaptistCare.

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We EMPOWER others

We empower customers to live well.

We do it with them, not for them.

We use our experience and expertise to proactively help customers.

BaptistCare will: • Empower people to live the lives they choose through supportive and enabling care and services, including designing services, leisure and lifestyle activities that reflect individual cultural preferences, promote wellbeing, enable independence and are in recognition of individual needs and choices.

• Assist Aboriginal and Torres Strait Islander people to maintain their faith and cultural practices where requested.

• Ensure interaction with existing community networks are maintained according to the customer’s wishes.

• Enable Aboriginal and Torres Strait Islander customers to have independence in personalising their living environments to reflect their cultural heritage and promote comfort and safety.

• Empower customers and their families to freely express any real or perceived risk to their physical, emotional or cultural safety, addressing these concerns and providing support as appropriate.

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Bob’s Story Bob is a 68 year old Aboriginal man. He is an Elder in his community due to the contribution he has made and the cultural knowledge through his story telling. Over the last few years there have been a number of people in his extended family who have provided some sort of care.

Recently his health has taken a dramatic downturn and there have been a number of issues related to his emphysema, mobility and the degeneration of his eyesight. He now requires assistance with most of his daily activities such as dressing, showering, food preparation and managing his medications.

Four weeks ago Bob had a fall at home and spent several days in hospital.

His family decided that it was no longer safe for Bob to be living at home, even if help was being provided each day. Another community Elder had moved into a local BaptistCare centre some months ago and was enjoying the care he was receiving there. The staff were friendly and always careful to ask him what he liked. Bob and his family agreed that this would be the best option for him also and now the two men are helping to educate the staff about culture and Dreamtime stories. Bob’s health has improved, he is enjoying the food, the company of others and the regular visits from other friends from the Aboriginal Neighbourhood Centre.

Our Shared Values

Working With Indigenous People

References and Resources Alzheimer’s Australia And The National Aboriginal And Torres Strait Islander Dementia Advisory Group (2015).

Addressing Dementia In Aboriginal And Torres Strait Islander Communities. National Workshop Communique. www.fightdementia.org.au/sites/default/files/NATIONAL/ documents/ATSI-summit Australian Aged Care Quality Agency (2015).

National Aboriginal and Torres Strait Islander Flexible Aged Care Program Quality Standards. www.aacqa.gov.au Australian Institute of Health and Welfare (2012).

Indigenous Australians in aged care. www.aihw.gov.au/agedcare/residential-and-community-2011-12/indigenous-aust Department of Social Services (2015).

National Aboriginal and Torres Strait Islander Flexible Aged Care Program Quality Framework. www.dss.gov.au Department of Health (2015).

Providing culturally appropriate palliative care to Aboriginal and Torres Strait Islander Peoples: Resource Kit. www.health.gov.au

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BC01039-0120

1300 275 227 baptistcare.org.au ask@baptistcare.org.au