session b14: building lgbt-inclusive services · session b14: building lgbt-inclusive services...

Session B14:Building LGBT-inclusive servicesFacilitators:

Jessica James, Client Account Manager, Stonewall

Catherine Somerville, Campaigns, Policy and Research Manager,

Stonewall

Speakers:

Julie Aicha, Equality and Diversity Lead, Nottinghamshire Healthcare NHS

Foundation Trust

Ben Metcalf, Team Manager, Positive Identities Service at Barnardo’s

Today’s sessionSession aim:

▪ When providing vital public services it is essential that your service users are empowered to give you honest feedback about their experiences with your organisation as LGBT people

Learning outcomes:

▪ Learn how to consult with your service users and empower them to speak to you

▪ Feel confident building an action plan based on the results of your consultation and utilising your employee network group

▪ Understand how to monitor feedback from your LGBT service users

Session X:Session title

Facilitator(s): Name(s), Job Title, Organisation

Speakers: Name, Job Title, Organisation

Julie AichaEquality and Diversity Lead, Mental Health

Services for Older People

Nottinghamshire Healthcare NHS

Foundation Trust

4

Nottinghamshire Healthcare NHS Foundation Trust:

Our Journey

55

Nationally Important, Locally Relevant,

Personally Valued.

66

The Journey So Far:

▪2009 ‘Count Me In’ patient census

▪2009/10 Divisional campaign

▪2013 Poster campaign/further training rollout

▪2016 PIS system with mandatory fields

77

▪‘It’s none of my business’

▪Not mandatory on the PIS

▪Service users need to feel safe

Barriers: Staff, Systems and Safety

88

Specific Barriers in Mental Health

Services for Older People

▪Older people seen as asexual

▪Staff not comfortable to ask

the question

▪Historical ramifications of

being LGBT+ in the older

community

99

Breaking Down Barriers▪Strategic Objectives

▪ LGBT Allies

▪Staff Training

▪Data improvement

▪Community engagement

▪LGBT+ partnership work

▪Signposting to LGBT+ support services

▪Patient feedback

1010

Strategic Objectives

1111

Breaking Down Barriers▪Strategic Objectives

▪ LGBT Allies

▪Staff Training

▪Data improvement

▪Community engagement

▪LGBT+ partnership work

▪Signposting to LGBT+ support services

▪Patient feedback

1212

▪As a couple we don’t need to hide our relationship from

the healthcare staff; I can be me and no longer need to

pretend my husband is my brother. It also means that I

can be present at sessions and not have to remove

photographs of us together prior to staff visiting. This has

been tiring for us both throughout our lives along with the

fear of saying the wrong thing and ‘outing’ ourselves. It

is such a relief that we can be ourselves and not hide

away with the shame that was once placed upon us by

society- we can be a proper couple until death do us

part. (MHSOP Carer)

1313

▪Wearing a rainbow pin badge gives a clear visual sign to

everyone I come into contact with at work that I am

committed to equality and diversity. Coupled with asking

the questions on patient demographics this has allowed

individuals to share parts of their lives with me if they

wish. Sometimes people don’t tell you things straight

away but it often enables the conversation to happen at

a later date, perhaps when they have thought about it.

This means for me as a clinician that I can provide the

best possible care, where there are no unnecessary

barriers and where I understand all of the patient’s

needs. (Community Nurse)

1414

▪People from minority groups such as BME, LGBT+ and

people with disabilities often encounter barriers to

services based on past experience of discrimination,

either personal or those of friends and family. Asking the

questions opens up that dialogue and allows us to

demonstrate that we care for them as individuals. The

data helps us to inform and deliver services that better

meet their needs helping to reduce social isolation,

encourage an enriched sense of self, improved well-

being and heightened personal enjoyment. (MHSOP

E&D Lead)

15

Julie Aicha

Equality and Diversity Lead

Mental Health Services for Older People

[email protected]

Catherine Conchar

Associate Director of Equality and Diversity

[email protected]




Ben MetcalfTeam Manager for Positive Identities

Service, Barnardo’s

@PIdentities

Barnardo’s Registered Charity Nos. 216250 and SC037605

Ben MetcalfTeam Manager

Barnardo’s

Positive Identities Service


Barnardo’s –The History

1870-1990

In the 120 years from Thomas Barnardo founding a boys’

orphanage at 18 Stepney causeway, Barnardo’s has embraced

the ever changing circumstances of the society in which it

operated whilst honouring its Christian background

1980’s - Barnardo's started work with those affected by HIV

and AIDS as well as setting up their first Lesbian and Gay

Forum



1991 - 2001

1991 - First challenge to Barnardo’s policy on recruiting

lesbian and gay adopters

1998 - Barnardo’s overcame challenges to same-sex adoption

and created connections to LGBT forums in the Midlands

2001 - SafeZone training package offered to services across

the Yorkshire region



2002 - 2013

Between 2002 and 2013, Barnardo’s publicly emphasised its

support for same – sex adoption and for the same- sex

marriage bill

2010’s – Barnardo’s regularly attend local pride events,

showing public support for LGBT communities and service

users



2014 - Present

2015 - Barnardo’s Positive Identities Service becomes one of

8 organisations involved in the GEO & DfE Anti HBT Bullying

work programme

2015 – Barnardo’s launches their SafeZone Allies Network at

the Bi-Annual LGBT Conference

2015 - Present – Positive Identities Service offers training and

expertise in Sexual & Gender Identities


Barnardo’s – Challenges

1987

Barnardo’s begins working with those affected by HIV

& AIDS

Challenges:

• Hate Letters received from public into service

• Fears around impact of fundraising

• Fears from other service users around ‘contact’

• Speaking out in support of service



1998

The first same-sex approved adopters

Challenges:

• Many LA’s turned down adopters due to their sexual

orientation

• Encouraging LA’s to review their policies and procedures,

prior to 2004

• Ensuring that our ‘Basis & Values’ were inclusive



Present

Working with Faith & Community Leaders

Challenges:

• Developing a Faith Toolkit that addresses Sexual

Orientation and Gender Identity and Faith

• Positive and negatives messages at initial engagement

• Fear and reluctance to ‘step forward’



How to overcome?

• Strong leadership across region and nations. This ranges

from the CEO to project workers

• A strong ‘basis and values’

• Key policies in place to protect staff, service users,

volunteers & visitors

• Management investment

• Strong support network for LGBTQ staff

• A strong and visible ‘Allies’ network

• Being brave




Jessica James

Client Account Manager,

Stonewall

@JessieJaggs

Service Delivery Toolkit

▪ Step by step guidance

▪ Tools and templates

▪ Case studies focus on the work of organisations in specific areas of best practice

Step 1: The Law and Your Journey

▪ Legal Requirements for the UK

▪ First Impressions and Touch Points

▪ What will they find?

Step 2: Monitoring and Consultation

▪ Why monitor?

▪ How should you monitor and consult your service users?

▪ How to communicate to service users about monitoring diversity data?

Step 3: Training

▪ Training your frontline staff

▪ What do they need to know to be confident with service users?

▪ Assess the needs of your staff

Step 4: Key Messages

▪ Communicate that you are an LGBT-inclusive service – inclusivity all year!

▪ How you can communicate that you are an LGBT-inclusive service

Your Challenges!

▪ What is your MAIN challenge to LGBT inclusive service delivery?

▪ From today’s speakers and using the toolkit, how do you think you can overcome this?

session b14: building lgbt-inclusive services · session b14: building lgbt-inclusive services...

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