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My “empathy toolbox” when working with such diverse cultures can be summarized as CARE:
Communication: Hone verbal and written communication to ensure it is clear, concise, and respectful. Provide interpreters and translated written materials. Hold regular meetings with staff to discuss concerns, address difficult cases, and develop consistent responses to stakeholders.
Awareness: To prevent misinterpretations, learn about specific cultural and religious practices so they can be followed and respected when working with those from different backgrounds. Sensitivity to the challenges of having a loved one with DD, and to family system issues, is also key and should inform all actions.
Responsiveness: Acknowledgement of someone’s questions or complaints, regardless of whether an immediate solution exists, can demonstrate empathy. The pandemic has resulted in many significant crises within families: physical, psychiatric, housing/food insecurity, deaths, etc. Work with other community entities to identify resolutions. Organizations with specific cultural expertise can provide guidance about best practices.
Education: Networking is an essential part of responsiveness and education. Cultivate connections and regularly share resource updates for multiple points of dissemination. Prior to COVID, we held monthly in-person information sessions with up to four interpreters helping multiple families in a single session. We transitioned to WebEx and now offer separate sessions with single language interpreters. A HIPAA-compliant method for taking attendance of families who can only call in was implemented. OPWDD also offers public digital resources already translated into multiple languages. Resources targeted to specific needs or interests are also provided.
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