What support is available for culturally and linguistically diverse (CALD) older people?

What support is available for culturally and linguistically diverse older people through Support at Home?

Older people from culturally, ethnically or linguistically diverse backgrounds have the right to aged care that is safe, respectful and responsive to their language, culture, faith and personal history.

Support at Home may provide the same core services available to other participants, including:

• personal care

• nursing and allied health

• domestic assistance

• meal preparation

• transport

• social support

• respite

• assistive technology

• care management.

The difference is that these services should be planned and delivered in a way that respects the person’s cultural and communication needs.

Language and interpreting support

A person who does not speak or understand English confidently can use an interpreter when:

• contacting My Aged Care

• applying for an assessment

• completing an aged care assessment

• discussing a support plan

• speaking with a provider

• reviewing services

• making a complaint.

To contact My Aged Care through the Translating and Interpreting Service, call TIS National on 131 450, state the required language and ask the interpreter to call My Aged Care on 1800 200 422.

The Australian Government also funds aged care providers to use TIS National throughout the year. Providers should arrange a qualified interpreter when important information needs to be understood, rather than routinely relying on family members to translate.

A family member may still attend and provide support, but they should not be expected to interpret complex information about:

• consent

• medication

• clinical risks

• service agreements

• prices and contributions

• complaints

• changes to care.

Can I request workers who speak my language?

Yes. You can ask for workers who speak your preferred language or understand your cultural background.

A provider may not always have a suitable language-matched worker available, but it should explain:

• whether matching workers are currently available

• whether the same worker can attend regularly

• how long matching may take

• how replacement workers will communicate

• whether interpreters can be used

• whether another provider may be better suited.

Language matching can be especially valuable for a person living with dementia, because they may increasingly communicate in their first language as the condition progresses.

Do not accept a vague statement that a provider is “multicultural.” Ask which languages its local workers actually speak and whether those workers are available in your area.

What culturally appropriate care may include

Culturally responsive home care may include:

• workers using the person’s preferred name and language

• respecting religious and cultural practices

• scheduling services around prayer, worship or significant cultural events

• accommodating preferences about the gender of personal-care workers

• preparing culturally familiar meals

• understanding modesty and personal-care expectations

• respecting family roles and decision-making preferences

• supporting connections with cultural or faith communities

• recognising experiences of migration, displacement, war or trauma

• adapting communication and care routines appropriately.

The care plan should record these requirements so the person does not have to explain them to every new worker.

Meals and dietary requirements

Support at Home can fund approved meal preparation or meal-delivery support.

The provider should be able to accommodate relevant needs such as:

• halal or kosher food

• vegetarian diets

• culturally familiar meals

• religious fasting practices

• preferred food preparation methods

• texture-modified diets

• diabetes, allergy or other clinical requirements.

Ask who prepares the food, whether culturally suitable meals are genuinely available and how food and preparation costs are separated.

Social and community connections

Support at Home may help a person remain connected with:

• cultural associations

• places of worship

• language groups

• community centres

• festivals and cultural events

• friends and extended family.

This may involve transport, accompanied outings or individual social support where those services are approved.

Cultural connection should not be treated as a minor lifestyle preference. It may be central to the person’s identity, emotional wellbeing and sense of safety.

Choosing a culturally suitable provider

Some providers specialise in supporting particular cultural, ethnic, language or faith communities.

My Aged Care allows services to have certain specialisations verified so consumers can more confidently identify organisations claiming expertise with diverse groups. However, a verified specialisation does not guarantee that a suitable worker is immediately available.

When comparing providers, ask:

• Which languages do your local workers speak?

• Can you provide a worker of the preferred gender?

• Do you have experience with this cultural or faith community?

• How do you record cultural and communication preferences?

• Can you arrange a qualified interpreter?

• How are contractors and replacement workers briefed?

• Can you provide culturally appropriate meals?

• Can workers support attendance at cultural or religious activities?

• How do you respond if a worker does not respect a person’s beliefs or customs?

• Is your claimed cultural specialisation verified through My Aged Care?

What if the provider uses contractors?

The registered provider remains responsible for care delivered by contractors and subcontractors.

It should ensure that every worker:

• understands the person’s communication needs

• has access to the current care plan

• respects cultural and religious practices

• knows when an interpreter is required

• has received appropriate cultural-safety training

• does not make assumptions based on ethnicity, language or faith.

A provider should not send an unfamiliar contractor with no briefing and expect the participant or family to explain the entire care arrangement again.

What if cultural needs are not respected?

Raise the issue with the provider and explain:

• what happened

• how it affected the person

• what needs to change

• whether a worker change, interpreter or care-plan update is required.

Aged care workers must treat people with dignity and respect and value their diversity. Providers are expected to deliver person-centred and culturally safe care.

If the problem is serious or remains unresolved, you can contact:

• OPAN on 1800 700 600 for independent advocacy

• the Aged Care Quality and Safety Commission on 1800 951 822 to make a complaint.

What should I do next?

Confirm the details with My Aged Care or the relevant provider, write down your questions and ask for important information in writing before making a decision.

Helpful Local Home Help resources

• Start with Liz