improving government service delivery to minority ethnic ... - NCCRI

improving
government
service
delivery
to minority
ethnic groups
Chapter 1: Context 32_33
50_www.immi.gov.au/
living-in-australia/
help-with-english/
help_with_translating/
english-speakers/index.htm
51_European Commission
Directorate-General Justice,
Freedom and Security
(2004), Handbook on
Integration for policymakers
and practitioners.
Shortcomings of this particular Policy Framework include the lack of funding available for government
departments seeking to implement the Policy Framework and to undertake specific initiatives. This kind of
approach whereby Government departments must be proactive is seen as a much more effective mechanism
for ensuring equality than the traditional approach employed by the Equal Opportunity Commission in Western
Australia and similar bodies in other countries, which are primarily set up to accept and mediate complaints of
discrimination. One of the drawbacks of this approach is that it cannot address systemic issues.
Developments in the UK, including the work of the Commission for Racial Equality and the findings of the
MacPherson Report were instrumental in the development of the Australian model; although as with all
strategies, it had to be adapted to suit the local context. The Policy Framework was also introduced into
an environment very experienced in dealing with ethnic diversity. The following are some examples of the
framework already in place to support minority ethnic communities, including the Indigenous Aboriginal
peoples:
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-
-
-
There is a dedicated Federal Department of Immigration and Multicultural and Indigenous Affairs
In Western Australia there is a dedicated State Department Office of Multicultural Interests and Department
of Indigenous Affairs
There is an Australian wide Government interpreting and translating service 50
A number of guides and tools already exist, such as a guide on community consultation, guides on data
collection and so forth.
The European Commission published a handbook of good practice on integration – Handbook on Integration
for policy-makers and practitioners in November 2004. 51 Although the focus tends to be on recent migrants and
thus other minority ethnic groups, including longstanding minority ethnic groups and indigenous groups such
as Travellers, are excluded, it nonetheless provides a useful summary of best practice throughout Europe at
least in relation to recent migrants. The handbook is divided into three chapters: introduction of newly arrived
immigrants and recognised refugees, civic participation, and indicators.
One of the drawbacks of the handbook is its emphasis on “access and accessibility” of services. However,
it is widely recognised that access to a service is just one of a number of barriers and that the entire service
needs to be assessed for participation rates, satisfaction rates and outcomes for various groups. The European
handbook provides useful discussion and recommendations on the selection and use of indicators. However,
this is based on the assumption that governments have appropriate data collection. Indicators will be discussed
later under the heading of ‘benchmarking’.
The handbook offers a list of practical, succinct conclusions and recommendations at the end of each chapter.
It suggests the use of dynamic ways of assessing the skills of newcomers, relying less on formal criteria
and valuing different kinds of experience. It also suggests that governments engage with the private sector
in relation to migrants by linking governmental programmes with companies’ corporate social responsibility
programmes. For example, in Cyprus, all arrangements for the reception (including housing) of temporary labour
migrants are carried out by or with the assistance of employers and in the case of breach of these obligations,
the employers are penalised and no further work permits are granted to them.
The need to closely cooperate with migrants’ associations and NGOs is stressed in the handbook and it
is recognised that these bodies often play an essential role in service provision. It also recommends having
individuals from minority ethnic groups on boards and committees to help bring a broad range of views to bear
on all key decisions.