A Toolkit for Serving Diverse Communities - AARP

A Toolkit for Serving Diverse Communities

U.S. ADMINISTRATION ON AGING

T a b l e o f C o n t e n ts

Preface

2

Foreword

3

Acknowledgements

4

Introduction

6

Illustration: The Steps of Planning Services for Diverse Communities

7

PART I

Step 1: Assessments

Introduction to Step 1

8

Presentation

9

Diverse Community Questionnaire

12

Step 2: Identifying Resources About the Community

Introduction to Step 2

16

Presentation

17

Diverse Community Questionnaire

20

Step 3: Designing Services

Introduction to Step 3

24

Presentation

25

Diverse Community Questionnaire

28

Step 4: Program Evaluation

Introduction to Step 4

32

Presentation

33

Diverse Community Questionnaire

38

PART II: APPENDICES

Appendix A: Diverse Community Questionnaire

42

Appendix B: Definitions

54

Appendix C: Diversity Concepts

56

Appendix D: Discussion Scenarios

58

Appendix E: Companion Presentations

66

Appendix F: Companion Exercises

104

Appendix G: List of Online Resources

108

Appendix H: Diversity Training Tips

128

A TOOLKIT FOR SERVING DIVERSE COMMUNITIES

1

P r e f ac e

GOLDEN RULE.

Treat others the way you want to be treated.

PLATINUM RULE*.

Treat others the way they want to be treated.

So often as professionals, we unwittingly use our own culture and values as a measuring stick to determine how and why we treat people the way we do. We frequently forget to ask ourselves, "How does this person want to be treated, not based on my values and culture, but theirs?" Or, "Do I even know their culture and values well enough to know if I'm treating them with respect?" These questions, which are the basis of ethical human interaction, are also at the core of providing quality service.

Although it might not seem obvious that we should treat people the way they want to be treated and not the way individuals,

institutions, or systems want to treat them, we can change how we view people of different cultures. Helping to facilitate this change is the purpose of this Toolkit.

This Toolkit is an invitation to make a cultural shift in your perspective: to learn, to grow, and to fully appreciate the people you have dedicated your career to serving. And you don't have to do it alone. Making a cultural shift takes partnership and collaboration. This Toolkit supports the full participation of professionals, their agencies, and partners to work together to serve all diverse populations with respect, inclusiveness, and sensitivity.

* Bennett, M. J. 1998. "Overcoming the golden rule: Sympathy and empathy" in M. J Bennett 1998 Basic concepts of intercultural communication: Selected readings. Yarmouth, ME: Intercultural Press.

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U.S. ADMINISTRATION ON AGING

Foreword

As the National Aging Services Network continues to meet the needs and expectations of increasingly culturally and ethnically varied populations, a better understanding of cultural differences and their relationship to the hallmarks of quality service--respect, inclusiveness, and sensitivity--becomes essential. Serving diverse populations, after all, is not a "one size fits all" process. Diversity includes all differences, not just those that indicate racial or ethnic distinctions. And addressing the needs and concerns of specific service populations--African-American, AsianAmerican, American Indian, Hispanic, as well as older adults with disabilities, immigrant elders, and lesbian, gay, bisexual, and transgender (LGBT) older adults--begins with asking appropriate and timely questions.

This Toolkit provides Aging Agencies and their state and local partners with a starting point for conversations regarding how to better serve diverse populations of older adults. It is hoped that the dissemination and use of this Toolkit will enhance Older Americans Act services. Additionally, it is anticipated that this product will facilitate broader interest in developing other community-based tools and strategies that improve services for all populations and build the network's value and expertise in advocating for and supporting older adult Americans, their families, and caregivers.

Kathy Greenlee Assistant Secretary for Aging

A TOOLKIT FOR SERVING DIVERSE COMMUNITIES

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