We provide services to diverse populations across a range of London Boroughs, employing staff who reflect the demographic mix within these communities.
This experience, plus our organisational systems, values, and approach, means that we can respond to the diverse population needs, and provide equal opportunities across London.
We eliminate unlawful discrimination through proactive means, which starts with fostering a culture of treating everyone, service users, carers, staff, and other stakeholders, with dignity and respect. Our person-centred approach takes people’s needs and characteristics into account in care planning, asking them how they would like to be treated, and what adjustments we can make to meet their needs. These discussions are then reflected in how we deliver their care. This approach is reflected in both our equal opportunities and care planning policies and procedures.
To ensure that staff do not discriminate inadvertently, we provide level 2 equality training, to all staff, to make sure they know the right and wrong ways to behave. We check understanding following training through scenario-based discussions, based on real situations that workers could encounter in the community. Understanding is also checked through direct observation as part of our quality assurance ‘spot check’ process, and through case discussions in one to one supervision and team meetings.
We also include a requirement about behaving in line with equality law in each worker’s terms of employment. This means that any breaches of equality duty are also breaches of contract, and dealt with under our disciplinary policies. This is part of our ‘zero tolerance’ approach to harassment, victimisation, and inequality of opportunity.
We expect everyone to have equal access to our services, and to receive the same level of service when we work with them. To ensure this, we monitor who is using services and take positive action if we find certain groups of people are not accessing the services we provide. This enables us to understand why people do not use our services and to address any barriers. We find that one of the most prevalent barriers to access in London Boroughs is language issues. To address this, we have a multi-lingual office where we can communicate in 10 different languages.
We also regularly ask for feedback from service users and carers about the quality of the service we provide to identify if there are any groups of people who feel they are receiving a different level of service from our staff, and we can take action to address this.
We are experienced in working with diverse populations. Walthamstow is one of the most diverse areas in the country; where over 1 in 4 (26%) do not have English as their main language, compared with 8% nationally. In order to address this, our staff team reflects the diversity within the Borough, allowing us to offer services in 31 different languages.
Our policies, person-centred approach and training enable us to provide an equitable service to all. We have always been able to meet a service user’s expressed needs. Fostering good relations.
We are proactive about breaking down barriers between groups of people with a protected characteristic and those without. We helped a service user with learning disabilities relocate from a residential home to the community. To meet one of his care plan goals, we supported him to use community facilities, and we answered any questions from local residents so that they understood our client better. The client made a successful transition into the community and maintains his own tenancy.