• Mr George Bisas, Chairperson
• Ms Helen Patsikatheodorou, Secretary
• Mr Lucio Naccarella, Treasurer
• Mrs Leila Elguindy and
• Ms Maree Ivey.

• Reviews of current literature, policies, processes, and procedures relating to the CIARR.
• Developing and understanding the usage of the CIARR by observing CIARR procedures at assessments with NESB consumers.
• Consulting with HACC service providers and ethnic HACC service providers regarding the implementation of CIARR with NESB consumers.
• Consulting NESB consumers who have experienced the CIARR to gain their perspective and understanding of the CIARR.
• Developing best practice examples and processes for the implementation of the CIARR with NESB consumers.
• Developing resources to assist best practice strategies and processes.

• gaps in NESB consumer-specific information which enhance appropriate service provision. For example, language dialect and implications of cultural and religious affiliations for service provision were among the gaps reported;
• problems with the forms and booklet only being available in English despite the emphasis of the assessment process being one of partnership between consumer and service and empowerment of consumers;
• difficulties in finding an appropriate communication style that enabled the assessor to complete the CIARR forms as well as maintain appropriate consumer interaction. Some service providers felt that their assessment style had become more formal and bureaucratic with using the CIARR and felt that it was not appropriate for many NESB consumers; and
• explaining the concepts of the CIARR and referral process to NESB consumers, many of whom do not know the service system or have had negative experiences with government information in their homeland.

• difficulties in understanding some of the CIARR language and concepts,
• that their CIARR (held in their yellow booklet) was of limited use to them because it was not in their language, and
• that the form was difficult for them to follow.

The Kit and detailed Report on the CIARR project are both available from ADEC.

1. A lack of translated information on services, their procedures and protocols.
2. Problems in the dissemination of available information.
3. The absence of bilingual workers in the field.
4. Difficulties in accessing interpreters because of financial constraints on agencies and because of a lack of training of staff.

• Carers will experience less isolation.
• Carers will be better networked with other carers and with the community.
• Carers will improve access to existing services.
• Carers will obtain increased knowledge of the disability service system and about disabilities through having received information and education about these topics from the support groups.

• Developing and providing workshops for carers on communication skills, information on the service system, processes for referral, location and role of services and programs.
• Working with key agencies or sections of disability services to co-ordinate information provision strategies for non-English speaking carers ie. translation of information and marketing to ethnic communities.

• Agency information and education strategies will be in place within mainstream services and disability programs targeting non-English speaking carers.
• Workshops and information campaigns will be completed with different ethnic communities and work with other organisations to run these will have been undertaken.

• Ongoing carer support strategies within identified rural areas with non-English speaking populations ie. carer support group either meeting together or through tele-link.
• Development of carer support groups and activities ie. education and information strategies, networking.
• Piloting of a volunteer carer telephone network. A co-ordinator would support and train a pool of volunteer carers from specific ethnic communities in rural areas who would be able to provide support and information to other carers.
• Carers could also be provided training and information on how to use Telephone Interpreter Services, and how and where to contact ethnic community and statewide support programs.

1.Wositzky, K.
The Social Support Needs of Arabic Speaking Carers.
January 1996, Action on Disability Within Ethnic Communities.

Iera, R.
A Report on the Needs of People with Disabilities who are of non-English Speaking Background Living in Mildura and Service Planning Directions. 1994. Action on Disability Within Ethnic Communities.

FECCA.
Caring in a cultural and social context: Arabic speaking, Latin American and Indo Chinese families. FECCA 1994.

Carers Association of Victoria.
Voices Choices and Actions. Care Issues Monograph 1, 1994.

2.Department of Heath and
Community Services.
Ethnic Health Conference, Pre-Conference Consultations, Disability Services, 1995.

3. Iera, R. 1995.  

• under-representation of NESB communities accessing the Health Centre
• the need for better usage of interpreter and translating services
• the need for more knowledge of ethnic communities in the catchment area
• the need for policy and strategic planning for NESB communities in the region, and
• the need for consultation and linkages with ethnic community groups

• The service location and contact of the Centre
• Needs assessments and data collation undertaken by staff
• Access to information
• Internal Information Systems
• Culturally Relevant Services
• Appropriate Staff and Work practices
• Strategies for NESB consumer consultation.

• Plan the process of change
• Develop a Multicultural Access Policy
• Gradually implement strategies proposed in the ADEC Access Model
• Develop a Working party specifically dealing with NESB consumers and carers
• Improve consultation and linkages with ethnic communities in the region
• Monitor and evaluate the progress six monthly

• Carers Information
• Conditions (including Depression, Schizophrenia, Bipolar Disorder, Anorexia and Bulimia Nervosa)
  • Stigma
  • Legal Rights
  • Services and
  • Treatments

• Translated information on diagnoses. Translated information is needed on mental illness, schizophrenia, bipolar disorder, anxiety, depression eating disorders, stigma, post traumatic stress disorder etc
• Information on services available and where to go for help also needs to be produced. This information is needed in different formats such as on audio tape, video or printed and its promotion in ethnic media (radio and print) and on Channel 31 is required.
• Translated information on service types is needed. For example, an explanation of the role and operation of services such as rehabilitation, outreach, day programs, supported accommodation, case management.
• Strategies to deal with stigma in ethnic communities. This could include Information sessions on ethnic radio which normalise mental illness in an effort to counter stigma.
• Information on medication and side effects for consumers and carers.
• Information and community education on the legal rights of people using mental health services and the changes in the Mental Health Act.

• Information produced should focus on the content and not so much on the presentation. The information is more important than glossy brochures.
• Those producing information should take care to ensure that translations make sense. This can be done by preparing material for translation in simple language and with an explanation of concepts normally conveyed by jargon. Also ensure that translations are proof read prior to printing.
• Community education is necessary - General information to the community can counter stigma whilst more specific information can benefit potential service users or carers.
• The quality of translated information was raised as an issue. This could be addressed by having material proof read prior to production.

• enhance communication skills of participants
• increase knowledge of the broad service system
• increase knowledge of their rights and those of their family members
• increase their knowledge and understanding of relevant and key decision-making contexts including case conferences.