9.11 Appendix 11: Multicultural policies and services

Roads and Maritime is committed to providing high quality service and support for the entire community, including those members from diverse cultural, linguistic and religious backgrounds.

Roads and Maritime has collaborated with Transport for NSW on a set of cluster-wide multicultural policies. These policies outline how the Transport cluster will respond to the government's multicultural objectives and incorporate multicultural principles into processes and systems.

Core objectives

Transport for NSW has identified five key objectives to enable us to meet our multicultural commitment:

  1. able to confidently use transport services
  2. able to equitably access transport services and information
  3. satisfied with the quality of communications and cultural sensitivity of transport service and program delivery
  4. able to have their views and concerns heard on policy and program development and service delivery
  5. embed multicultural activity as a core function of the transport agencies.

Multicultural business practices

Roads and Maritime is represented at the cluster-wide steering committee to develop clear strategic drivers for implementing the principles of multiculturalism in core business practices across the Transport cluster. The Culturally and Linguistically Diverse Employee Resource Groups have been established with the aim of providing employees in the Transport cluster with the opportunity to provide input into policy and program development and service delivery.

Multicultural workplace events

Roads and Maritime continues to promote the principles of multiculturalism at all levels through internal communication, attendance at events and through community consultation sessions. Roads and Maritime held Harmony Day events across the State and carried out an employee poster campaign, which promoted the principles of multiculturalism to all employees. Posters were placed at employee entry and exit points, as well as the kitchens in all Roads and Maritime offices across the State. Flexible work practices enable employees to observe religious obligations and space is made available for religious observance in the majority of work locations.

Community Language Allowance Scheme

Roads and Maritime has a Community Language Allowance Scheme aimed at encouraging and rewarding frontline employees who use their linguistic skills in service delivery. As part of the Roads and Maritime workforce speaks a language other than English as a first language, the organisation seeks to use this language and cultural diversity to provide a unique opportunity to enhance our multicultural service capabilities.

Interpreter and translator services

Roads and Maritime has a strong commitment to reducing barriers for people from culturally and linguistically diverse backgrounds. Several Roads and Maritime publications are translated into commonly used languages. These publications reflect the visual identity of people from different backgrounds. The Translating and Interpreting Service for non-English speakers is promoted clearly on the external link website. Customers can call 131 500 and ask for an interpreter. Roads and Maritime's employee induction includes training on the multicultural values of our customers and the differing needs of our customers. Roads and Maritime also values the skills of employees with cultural and linguistic skills and has a register of employees with linguistic skills to assist in operational and customer service delivery.

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