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Cultural Responsiveness and Human Service Agencies

Marissa Gilmette
University of North Texas

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Cultural Responsiveness and Human Service Agencies

Part 1
Cultural responsiveness, in relation to a human service agency, is understanding the
diverse cultures and their needs. It is taking a cultures experiences, cultural knowledge and
norms to make the services that are provided for them more appropriate and effective. Gallardo
(2009) suggested that accounting for the values and context of clients in regards to their culture
is an ethical responsibility As a response to a growing, diverse nation, literature on the subject
has increased significantly (Gallardo, Johnson, Parham & Carter, 2009). Because of this, it has
affected the way that individuals are assessed, diagnosed and treated.
Cultural Responsiveness and Program Outcome
The outcome of a program is only as good as the work each member of the agency
contributes. In a study done by Burkard and Johnson (2006), they sought to examine crosscultural workplace events in which those being supervised experienced supervisors being either
culturally responsive or unresponsive. The study took Twenty-six doctoral students in
professional psychology programs to act as supervisees. Thirteen supervisees were of European
descent, the other 13 were of color. An interview team had the supervisees complete a series of
interviews that were devised of questions regarding their supervisors and cultural responsiveness.
It was found that the supervisees who reported that their supervisors were culturally
unresponsive had a negative effect on client treatment. Due to the supervisors lack of
competency in the clients backgrounds, this made the supervisee hesitant in validating the client
and their experience with racism. If those treating the clients do not feel confident in addressing

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clients issues concerning their culture, the program outcome is likely dismal. Disregarding
cultural difference is powerful and will have a negative effect on a programs outcome.
Cultural Responsiveness and Group Success
One study pulls its focus on family group conferencing, or FCG, and its relation to
cultural responsiveness. FGC is a widely practiced method in New Zealand, whose goal is to
bring families and other support systems together for the benefit of the child, who most times,
has done something to offend them. In their study, they sought to find if FGC would be just as
effective in other cultures. They used a focus group and asked for their guidance on how to most
effectively implement FGC into to urban environments. They focused on three cultural groups:
African-American, Hispanic/Latino and Native Americans. There were six focus groups, two per
cultural group. They hoped to be as representative as possible when collecting data for the
cultures community. The focus groups were shown a dramatization of an actual FGC that takes
place in a Maori gathering place known for its spiritual meaning. In accordance to the tradition
of the Maori people, the FGC began and ended with a traditional song. They groups are then
asked to answer seven open-ended questions. In conclusion to the study, it was found that while
rural communities might be open to the idea of FGC, urban communities might find it more
difficult to get a families full participation. However, they opted that families might be more
willing to go along with FGC if the only other option is to get social services involved. Though
there was disagreement on whether or not FGC would translate well into other cultural
communities, all groups involved were appreciative of the fact that their opinion and guidance
was taken into consideration before plans were made to implement such a program. Taking a
communities culture into account is important for group success. Adapting a program to fit the
needs of a cultural group is the most effective way to provide services for that community. To

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make FGC work in other communities, many recommendations should be made by the members
of the community so that it is successful. It is important to focus on cultural responsiveness in
relation to child welfare programs because it creates an inclusive and respectful climate where
the child will feel not safe and important. Also, consulting with community partners to develop a
model that is culturally competent can strengthen the partnership between agencies and their
communities (Waites, Macgowan, Pennell, Carlton & Weil, 2014).
Part 2
The National Center of Cultural Competence describes being culturally responsive as
having a set of defined values and principles and requires individuals and organizations to have
the capacity to value diversity, conduct self-assessment, manage dynamics of difference,
institutionalize cultural knowledge, and adapt to diversity and cultural contexts of the
communities they serve ( National Center for Cultural Competence, 2004, p. vii).
Compassionate Hearts states that its mission is to serve families experiencing the loss of a child
by enhancing lives through uplifting support, valuable resources and a positive environment. The
term family has various meanings so that means Compassionate Hearts must respond positively
to their growing, diverse demographic.
Some areas in which being culturally responsive might take extra focus would be with
services that provide religious services and group counseling sessions. The process of
remembering and grieving the death of loved ones is varies from culture to culture. A competent
social worker would understand that not everyone as a use for a Catholic priest at their funeral or
may prefer to choose a non-traditional funeral service. The cultures and values of the clients is
very important and should be assessed carefully so their needs are not assumed. When it comes
to group counseling sessions it is important to remember that there are language barriers.

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Counseling sessions should be available in multiple languages so that those who do not speak
English can benefit from the services as well. Also, during these sessions it is important to
remember that different cultures have different reactions towards death and grieve differently.
This should be taken into account, if not, the outcome of the session may not be as successful as
the agency and client had hoped.
To create more cultural responsiveness, changes that could be implemented include
collaborating with religious and cultural organizations and hiring staff who are proficient in more
than one language. Collaborating with organizations who are more knowledgeable on other
religions and cultures is necessary so that Compassionate Hearts can effectively, and most
importantly, appropriately assess and treat the needs of the families who have experienced loss
no matter their background. Hiring staff who are proficient in more than one language will not
only set Compassionate Hearts a part from similar agencies, but it will provide better
communication between agency and client. Another change that can be implemented into any
agency is providing free education in regards to cultural sensitivity. Workshops and training days
dedicated on how to best approach subjects, that some may hesitate to take on, will help to instill
confidence into the employees so that they can better serve their clients. By implementing more
culturally responsive changes into an agency you are showing your clients that you have a goal
to understand their culture and values while you provide them services.
Ways to ensure that Compassionate Hearts has developed an inclusive and culturally
responsive to all potential populations to having both employees and clients take evaluations.
Employees can take a bi-annual evaluation that would allow them to be honest on their work
environment in relation to cultural responsiveness. Clients, after they no long need the agencys
service, can complete an exit survey that asks if their needs were met.

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Having an agency that can effectively and appropriately teach cultural responsiveness to their
employees will have a higher success rate with their programs outcome. Being competent in
multi-cultural relations is seen as essential for effectively treating clients. It is necessary to know
your population and to understand their culture, values and traditions before you are able to serve
them and help them to reach their highest potential.
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7
References

Burkard, A. W., Johnson, A. J., Madson, M. B., Pruitt, N. T., Contreras-Tadych, D. A.,
Kozlowski, J. M., & ... Knox, S. (2006). Supervisor cultural responsiveness and
unresponsiveness in cross-cultural supervision. Journal Of Counseling
Psychology, 53(3), 288-301. doi:10.1037/0022-0167.53.3.288
Gallardo, M. E., Johnson, J., Parham, T. A., & Carter, J. A. (2009). Ethics and multiculturalism:
Advancing cultural and clinical responsiveness. Professional Psychology: Research And
Practice, 40(5), 425-435. doi:10.1037/a0016871
National Center for Cultural Competence. ( 2004). Bridging the cultural divide in health care
settings: The essential role of cultural broker programs. Washington, DC: Georgetown
University Center for Child and Human Development.
Waites, C., Macgowan, M. J., Pennell, J., Carlton-LaNey, I., & Weil, M. (2004). Increasing the
cultural responsiveness of family group conferencing. Social Work, 49(2), 291-300.
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