Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/071 Cultural Competence in a Hotline Presented at the Self Represented.

Slides:

Advertisements

Similar presentations

Requesting an Interview by Telephone Need to know this for your portfolio.

Advertisements

to Effective Communication

Sending & Receiving Messages

CARLMONT ASSOCIATES CARES Green is our future. We’re building on it every day. Join us in building a better community. Innovation is our path.

Bay Area Council Economic Institute The Bay Area Regional Economic Assessment.

Educational Champion Training MODULE 10: Extracurricular Activities © National Center for Youth Law, April This document does not constitute legal.

Mediation Opportunities and Resources for Self- Represented Litigants Cate Griffiths, RECOURSE Mediation Services Phone: (707)

Nonverbal Communication Actions, as opposed to words, that send messages Body language, behavior Some messages are subtle, such as posture Can be so strong.

Communication Essentials Oral Communication Skills Workshop.

115 working with others task A

Cultural Differences Gender Differences Interview Tips: Before, During, and After.

Chapter 7 Followership.

1 Testing Oral Ability Pertemuan 22 Matakuliah: >/ > Tahun: >

Module 9 How to give a good research talk. What’s inside How to give a good research talk How to present a paper, a speaker’s guide.

IN THE NAME OF ALLAH THE MOST COMPASSIONATE THE MOST MERCIFUL.

HABIT 5: SEEK FIRST TO UNDERSTAND, THEN TO BE UNDERSTOOD

ACTIVE LISTENING AND PUBLIC SPEAKING. LISTENING FACT: Other than breathing, people spend more time ______________ than any other activity. However, most.

IS-242.b Effective Communication

Tips for Effective Communication

Working Effectively with Parents July 2013 Pre-Service By Laurie Ocampo.

Justice for All: The Athens Group diversity strategies that work

Habit #5 Seek First to Understand, Then be Understood The key to communication and having power and influence with people can be summed up in one sentence:

Systems Advocacy: helping systems help families BETH OLSON, MSW.

Chapter 5: Seek To Understand Then Be Understood.

Habits of Cross-Cultural Lawyering, for LSO Summer Students Jean Koh Peters 20 June 2012.

JOB QUEST FOR LAWYERS Sheila Nielsen MSS, JD. Luck.

Long Island Language Advocate Coalition Conference.

Parent Advocacy & Mobilization Workshop M INNEAPOLIS, M INNESOTA S OUTH H IGH S CHOOL N OVEMBER 15, 2014.

© 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied, duplicated, or posted to a publicly accessible website, in whole or in part.

Session 4 Engagement, Continuous Improvement, and Accountability CLAS Training [ADD DATE] [ADD PRESENTER NAME] [ADD ORGANIZATION NAME]

A Guide for Your Project Presentations Tips for a Successful Project Oral.

CityMatCH/NACCHO E-MCH Audio Conference January 20, 2005 MCH and Social Justice Wendell Brunner Director of Public Health Contra Costa Health Services.

The Guide To Becoming A Good Public Speaker. Table Of Contents The Need For Planning For Public Speaking How To Control Public Speaking Anxiety Learn.

Cooperative Work Experience Education PowerPoint Presentation #2 Chapter 1 – Job Savvy: How to be a Success at Work.

Lesson 3 : Guidelines to Listening and Speaking.

Communication Skills. What are communication skills? They are important skills that involve: Words- the foundation of effective communication. Gestures-

The Communication Process. What is Communication? Message Words, body language and symbols that convey ideas Feedback Words, body language and symbols.

Effective presentation skills. MAKING PRESENTATIONS 1.Preparation: 2.Delivering your Presentation 3.Feedback /Evaluation.

Interpersonal relations as a health professional

Seek First to Understand, Then to Be Understood

What Can My ELLs Do? Grade Level Cluster K-2 A Quick Reference Guide for Planning Instructional Tasks for English Language Learners.

Introduction to Public Speaking

Listening Skills For School Outreach. 2 Hearing Refers to the process by which sound waves hit the ear with speed and are transmitted to the brain. It.

Habits of Cross-Cultural Lawyering Jean Koh Peters Fall 2010.

Presenting a Paper (in English) Sean Kung July

The Role of the Volunteer HOSPICE PALLIATIVE CARE.

Habit 5 Seek First to Understand, Then to Be Understood.

The Role of the Advisor Facilitating Self Advocacy Self Advocate Coalition of Kansas 2006.

What is communication?!!!. Elements of communication verbal (the words we use) 7% vocal (expressions, intonation) 38% visual (facial and body language)

UNIT 4 GOOD TO HEAR FROM YOU AGAIN! Business English.

BART: The Next 40 Years Critical Reinvestment Needs

Cultural Competency & Legal Services: Part I Karin Wang, Asian Pacific American Legal Center October 2009.

Cultivating Cross-Cultural Competence in Legal Practice LAAC Webinar October 2009 Claudia C. Johnson Pro Bono Net.

Teaching “soft skills” to young adults with intellectual disabilities Presented by Mary Lange MS Director of Education for Older Adults and Adults with.

Implicit Bias and Cultivating Cross-Cultural Competence in Legal Practice Sameera Hafiz and Lillian M. Moy, N-LAAN Language Access Pre-Conference, Denver.

Physicians Delivering Services in a Second Language How that does and doesn’t happen at Contra Costa Health Services.

MAKING TALK WORK: MANAGING MULTILINGUAL MEDIATIONS Hajer Almajidi.

Seek First to Understand, Then to Be Understood

Advocacy: Can It Be Learnt?

Lecture 3: Effective Communications Training

NAMI Smarts for Advocacy: Meeting Your Policymaker Module Three NAMI Smarts for Advocacy Rev May 2012.

Down syndrome and employment

Taking Part in Discussions

PRESENTATION ON LISTENING SKILLS.

The Art of Communication: Influencing for Performance

Teaching as a Non-Native Speaker

Sending & Receiving Messages

Seek First to Understand, Then to Be Understood

Presentation transcript:

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/071 Cultural Competence in a Hotline Presented at the Self Represented Litigants Conference, San Francisco 5/07 Claudia C.Johnson Bay Area Legal Aid, Legal Advice Line, Oakland

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 2 Characteristics High volume On the phone communication No visual, body language, only voice queues Staff has strong" soft skills” and good listening skills Forces advocate to not assume anything High adherence to protocols/routines

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 3 Local language statistics Speak another language at home San Francisco: 46% Marin: 19% Napa: 25% San Mateo: 41% Alameda: 37% Santa Clara:45%

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 4 Percentage of population <200% Alameda 33% Santa Clara 18% San Mateo 16% Napa 23% San Francisco 26% Contra Costa 19% Marin 16%

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 5 Cultural Competency tips/Hotlines Need to have double or triple coverage for each language, one person is not enough Need to monitor queues by language/skill Need to review cases and guard against providing less services/lower quality due to language difficulties LEP calls will take longer, that is ok Need to have access to on demand interpretation services (Language Line)

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 6 Tips Manager needs to routinely discuss with staff difficult conversations Try to identify groups that are not doing well with intake protocols, ask why? Talk with staff about how different groups react to intake protocol to identify training needs Program needs to collect language data, track it and use it in staffing/resource allocation decisions

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 7 Institutionalizing Cultural Competency Review data and Identify gaps Seek help, seek training: a) Community groups b) Other nonprofits working with same pop c) Staff from similar background d) Reading literature: medical/public health/interdisciplinary approach Include in Orientation of new staff and evaluation of all staff

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 8 Be prepared to be open minded When a conversation fails, or the interaction is non productive ask yourself why? Be non-judgemental, don’t be too harsh on self or client Identify next steps and what you can do differently the next time, Listen to the speaker. Sometimes in the way they tell you the story you will see what their objectives are. Don’t stereotype

Legal Advice Line, Bay Area Legal Aid, Self Help Rep Conference San Francisco 5/07 9 Must read Bryant, Susan “The Five Habits: Building Cross-Cultural Competence in Lawyers”, 8 Clinical L. Rev. 33, 2001