CHALLENGE
A multi-service non-for-profit organisation aimed to develop a cultural strategy and review its services to better meet the needs of diverse communities. Existing practices created barriers for some groups, and leadership wanted a clear roadmap to make services more inclusive, culturally responsive, and accessible.
APPROACH
This engagement took an integrated approach, focusing on cultural strategy development, service review and redesign, and inclusive service delivery. It included engaging staff, service users and community members to identify gaps, barriers, and opportunities, and developing tools and frameworks to embed culturally responsive practices across the organisation.
Baseline surveys and staff interviews to understand organisational culture, service delivery patterns, and community feedback
Facilitated workshops with leadership, staff, and community representatives to identify priorities, barriers, and opportunities for change
Co-designed a cultural strategy, including principles, goals, and practical actions for embedding inclusion across services
Reviewed existing service offerings through an equity and cultural responsiveness lens
Developed frameworks and guidance for staff to implement inclusive service practices consistently
OUTCOMES
Cultural strategy with clear principles, goals, and actionable initiatives
Service review report highlighting barriers, gaps, and recommendations for culturally responsive improvements
Practical tools, guidelines, and frameworks for staff to embed inclusive practice across programs
Staff and leadership capability development through workshops and training on cultural awareness and responsive service delivery
Roadmap for ongoing evaluation and adaptation of services to ensure community needs continue to be met
IMPACT
The engagement enabled the organisation to implement services that better reflect the diversity of its communities. Staff reported a 53% increase in confidence in applying culturally responsive practices, and community feedback indicated a 96% improvement in perceived accessibility and inclusiveness of services. The cultural strategy provided a clear, actionable roadmap, supporting leadership in decision-making and helping embed equity and responsiveness.