Cultural Competence | The Jerusalem Intercultural Center

Cultural Competence Training – Ir Ganim Clalit Clinic – March 2, 2009

Following a strategic planning process for adapting Clalit’s clinics to Ethiopian patients, we held today the first workshop on cultural competence in serving the Ethiopian community in Jerusalem. The work with Clalit is a component of the Jerusalem Cultural Competence in Health Project initiated by the Jerusalem Inter-Cultural Center and the Jerusalem Foundation. In this project we aspire to make the Jerusalem district of the Clalit HMO much more culturally competent.

This specific workshop was delivered to all staff members of the Clalit Primary Care Clinic in the Ir Ganim neighborhood. The clinic serves 450 Ethiopian families, most of which arrived to Israel about 10 years ago. Our approach to cultural competence trainings, based on international experience, is to provide tools that will be relevant to other cultures in the neighborhood as well. Yet, in this training, emphasis was given to the unique Ethiopian case.

First workshop in Ir Ganim Clalit clinic

The Jerusalem Inter-Cultural Center has developed a training based on a series of case-studies. Some of the cases are raised by the participants themselves and others are formulated specifically for the training and presented by the JICC staff with the help of a professional medical actress. In Ir Ganim we were happy to work with an artist, Ethiopian by origin, that played the patient in these case simulations. Through the analysis of the cases, the participants learn relevant models and tools: how to create better patient-provider inter-cultural communication, cross-cultural communication tools, best ways to work with interpreters and tele-interpreters and, importantly, how to deal with culturally-oriented political issues that may divert the staff from its professional work. Our experience shows that in Israel, probably more than in other Western countries, political issues related to racism, religious coercion, and other inter-group tensions, may create major challenges to the staff.

Medical Ethiopian professional artist in the Ir Ganim training

The second part of the training in Ir ganim will take place on March 23. In the meanwhile, the feedback provided at the end of the training indicated that this was a very important and fruituil training experience. We all look forward to the next meeting.

Our next step following the training in Ir Ganim is to provide similar trainings in the rest of the Clalit Jerusalem district clinics serving the Ethiopian community.

jicc2014-04-07T19:11:01+00:00March 2nd, 2009|Blog, Cultural Competence, Cultural Competence in Health Services, Ethiopian Jews, Identity Groups and Conflicts, New Immigrants|

Cultural Competence Training – Alyn – February 25, 2009

Today we held the second Cultural Competence training to a group of staff members in the Alyn hospital in Jerusalem. This training is part of our efforts, together with the Alyn Hospital’s management, to transform Alyn into a cultural competent hospital, the first of its kind in Israel. The work with Alyn is a component of the Jerusalem Cultural Competence in Health Project initiated by the Jerusalem Intercultural Center and the Jerusalem Foundation.

The training, developed by the Jerusalem Inter-Cultural Center, uses cases raised by the participants, as well as case-studies simulated with the help of a professional medical actress. Through the analysis of these cases the participants learn models for better patient-provider inter-cultural communication, cross-cultural communication tools, best ways to work with interpreters and tele-interpreters, and ways to deal with culturally-oriented political issues that may divert staff from its professional work. Our experience shows that in Israel, probably more than in other Western countries, political issues related to racism, religious coercion and other inter-group tensions, may create major challenges to the staff.

The feedback at the end of the training was excellent. Specifically we realized that some changes we made following feedback from the last training significantly improved the effectiveness of the workshop. As the training workshops are part of an institution-wide program, we will continue to mentor the participants in their efforts to assimilate cultural competence tools in the hospital.

jicc2014-04-07T19:08:49+00:00February 25th, 2009|Blog, Courses, Cultural Competence, Cultural Competence in Health Services|

Fourth Training to Municipality Absorption Neighborhood Officers

On February 18, we held the fourth training in the series that provides the Absorption Officers at the municipality with an introduction to the field of Cultural Competence. The series covers topics such as organizational cultural competence, cross-cultural communication, tools for cultural competence, case studies and simulations.

In the workshop we learnt about medical models for inter-cultural dialogue with patients. Based on these models we formulated tools adequate to the needs of absorption officers and other service providers in their work with new immigrants. Special emphasis was given to political issues and inter-group tensions that are raised during meetings of the absorption officers with their clientele.

The absorption officers will examine the tools at work and during our next meeting in April we will conclude the discussion about the usability of such tools. In the last workshop in the series we will also focus on the role of these professionals as cultural competence agents in their neighborhoods.

jicc2014-04-05T18:01:27+00:00February 18th, 2009|Blog, Courses, Cross-Cultural Communication Trainings, Cultural Competence, Cultural Competence in the Workplace, Identity Groups and Conflicts, New Immigrants|

Third Training to Municipality Absorption Neighborhood Workers

On February 4, we held the third training in the series that provides the Absorption Workers at the municipality with an introduction to the field of Cultural Competence. The series covers topics such as organizational cultural competence, cross-cultural communication, tools for cultural competence, case studies and simulations.

In the training we continued and deepened our efforts to adopt Cross-Cultural Communication skills. This time, using the example of interaction between American guests and their hosts, their Israeli partners, we defined some of the main attributes of the Israeli manner of interacting and communicating. We applied these insights to interactions between Israelis who come from different cultural backgrounds, with an emphasis on new immigrants in Israel.

Next we examined positive and negative ways to judge behaviors of the “other” and how we can broaden the repertoire of behaviors that one can accept as legitimate. Yet, the main challenge is to find the bridge – to find the way to get the most out of the inter-cultural encounter. An interesting example was brought up by one of the participants regarding an Ethiopian couple who were supposed to go to the hospital for an important appointment that was set months in advance. At the last minute before their departure some of their family relatives showed up unexpectedly. According to their values and norms the Ethiopian couple had to host the guests. When they arrived to the hospital hours later the staff there were very angry with them.

At the training we took the opportunity to analyze this real life example, similar to many that we at the JICC encounter these days. We asked ourselves in which circumstances is it legitimate, in Israeli society, to arrive late to a medical appointment – e.g. death of close relative or a road closed because of a security threat. How would a “mainstream Israeli” act in order to ensure that she/he gets to the appointment even though he or she are late due to such reasons. We tried to work out how would it be possible for both sides – medical staff and patients – to get their interests and needs met in such a situation. This important example resonated with the training participants, who are exposed to similar cases in their daily work as service providers, and as those who try to help new immigrants navigate Israeli bureaucracy.

In the next meeting we will aspire to adapt medical models for inter-cultural dialogue with patients to the work of absorption officers and other service providers.

jicc2014-04-05T17:58:19+00:00February 4th, 2009|Blog, Courses, Cross-Cultural Communication Trainings, Cultural Competence, Cultural Competence in the Workplace, Identity Groups and Conflicts, New Immigrants|

Interpretation Success in Alyn!!!

Just a month ago, we concluded the first medical interpretation training in Jerusalem, for around 10 staff members of the Alyn Hospital. Training graduates are currently being utilized for interpretation only sporadically, in their “spare time”, while the Alyn management prepares formal regulations for putting them into service.

But reality frequently cannot wait for regulations to be written. Following a training to municipality absorption neighborhood officers, where our model for Cultural Competence in health was presented, one of the officers approached the JICC for help. He told us about a family that immigrated to Israel from Belarus in December 2008 with a child that needs to be diagnosed and probably operated on. They were invited to Shaarei Tsedek and Alyn hospitals but the problem is that they speak only Russian. The absorption officer remembered that we work with Alyn and asked if we could assist with proper interpretation there. What seems nowadays obvious in most Western countries is still a challenge in Israel 2009 – medical interpretation is rarely available.

We could not help with Shaarei Tsedek as we do not work with them (yet…), and the family recruited a family friend to help there. However, in the Alyn hospital the check up process is six hours-long – six different professionals need to examine the child – and the family friend, who is a senior citizen, could not come for such a long time. We called Alyn and updated them about the situation.

One of the most important aspects in our model of Cultural Competence in Health is the designation of a management member of the health system to be responsible for the assimilation of the process into the hospital. This person is also the liaison between the system’s staff, the community, the patients, and us. The liaison in Alyn acted rapidly. Due to different constraints it was not taken for granted that the hospital could allocate one of the Russian-speaking graduates of the training for the whole day. But understanding that otherwise the six hours of examination will go to waste, the staff worked hard to find a solution.

Today, the family arrived to the hospital with the child and for the whole day, the Russian-speaking interpreter accompanied them from one health professional to the other. In the afternoon, we heard the feedback from all sides. The Alyn medical team thought that the interpretation was crucial and helpful. The family was most grateful and the absorption officer said that they were not only pleased with the interpretation, but also about the way the interpreter expressed her empathy and willingness to help. The whole process improved tremendously the potential for the surgery, together with the follow-up treatment instructions given to the family, will improve the medical condition of this child.

For us, this was a great example for how our systemic work with cultural competence in health can help people. We hope that soon allocating an interpreter to a patient with language proficiency needs will not be news. Just a regular procedure.

jicc2014-04-05T17:53:50+00:00January 28th, 2009|Blog, Courses, Cultural Competence, Cultural Competence in Health Services, Identity Groups and Conflicts, New Immigrants|

Second Training to Municipality Absorption Neighborhood Workers

Today, we held the second training in the series that provides the Absorption Workers at the municipality with an introduction to the field of Cultural Competence. The series covers topics such as organizational cultural competence, cross-cultural communication, tools for cultural competence, case studies and simulations.

The meeting was oriented towards Cross-Cultural Communication. Using a couple of personal and team exercises each of the participants extracted the core values and beliefs that guides her/him in interaction with others. The experience helped participants see that these core communication factors are based on our cultural background and origin, and that when interacting with clients and colleagues of other cultures the differences might create cultural clashes.

The interesting insight that stemmed from the day was the realization that while we all accept various values and beliefs as important and valuable, each of us prefers some to the others and may translate them into different behavior patterns. Hence, if we allow ourselves to see the positive values behind someone else’s behavior, we may shy away from negatively judging them. This is an important step towards better cross-cultural communication.

We will deepen our cross-cultural communication skills in the next meeting.

jicc2014-04-05T17:36:14+00:00January 21st, 2009|Blog, Courses, Cross-Cultural Communication Trainings, Cultural Competence, Cultural Competence in the Workplace, Identity Groups and Conflicts, New Immigrants|

Clalit HMO, East Jerusalem – adapting clinics to Arabic speaking patients – January 5, 2009

In a previous blog we reported on the meeting of the Clalit steering committee on cultural competence in serving Arabic-speaking patients. Today we held a larger meeting where we discussed the mapping that the JICC performed at the Sheikh Jerakh clinic, as well as the draft work plan for the future.

At the end of the meeting subgroups were formed for implementing the various parts of the plan, including translation services, setting issues (e.g., Arabic signage and responding to relevant cultural needs at the clinics), staff trainings etc.

jicc2014-04-05T17:29:02+00:00January 5th, 2009|Blog, Cultural Competence, Cultural Competence in Health Services, Identity Groups and Conflicts, Palestinians/Arabs|

Clalit HMO Update on Adapting Clinics to Ethiopian Patients – Dec 8 2008

Following previous meetings on adapting Clalit’s clinics to Ethiopian patients, the representatives of Clalit and the JICC discussed today the detailed plan for cultural competence in serving the Ethiopian community in Jerusalem. The meeting was very fruitful, and based on many insights, a detailed workplan is currently being formulated. First training will be held in February in the Ir Ganim neighborhood, followed by similar two-days trainings in all relevant clinics. In parallel, signage and other adaptations to this community will be applied.

At the meeting we’ve received an update that according to schedule all the relevant clinics are now fully equipped to provide the “Tene Briut” tele-interpretation services in Amharic. It is important to emphasize that unfortunately, up to this point, this is the only tele-interpretation service existing in Israel in any language!. It is our hope to find the means to create tele-interpretation services in additional languages, such as Arabic and Russian.

jicc2014-04-05T17:11:59+00:00December 8th, 2008|Blog, Cultural Competence, Cultural Competence in Health Services, Ethiopian Jews, Identity Groups and Conflicts|

First Training to Municipality Absorption Neighborhood Workers

The Jerusalem Municipal Absorption Authority employs about ten Absorption Neighborhood Workers in the city. Their role is to assist new immigrants (Olim) who live in their neighborhoods with all the daily matters that those are typically challenged with. While these workers are usually new immigrants themselves, they cannot, of course, know and understand the cross-cultural issues relating to all immigrant communities that live in their neighborhoods

The municipal Absorption Authority, which is responsible for the recruitment, training and mentoring of the Absorption Workers, approached the JICC to conduct a training on cultural competency to this staff. The goals of the training are to leverage their work by making them more aware to cultural issues and to encourage them to become the voice for cultural competence in their neighborhoods. Our hope is that in time they will encourage local Community Councils and centers, local government agencies and branches, health clinics etc. to become cultural competent. Practically, this means that the scope of their influence will expand to include all identities living in their service area and not only new immigrants.

Today, November 19, we conducted the first training in the series that provided the Absorbtion Workers with an introduction to the field of cultural competence, including examples from health and many other applications relevant to their daily work. At the end of the training participants expressed their satisfaction with the level and scope of the training and that they look forward to future sessions. The rest of the training will cover topics such as cross-cultural communication, tools for cultural competence, case studies and simulations, and stages for making an organization cultural competent.

jicc2014-07-11T08:37:46+00:00November 19th, 2008|Blog, Courses, Cross-Cultural Communication Trainings, Cultural Competence, Cultural Competence in Health Services, Cultural Competence in the Workplace, Gishurim - Israel Community Mediation Centers, New Immigrants, Outside Jerusalem, Ultra-Orthodox Jews|

Clalit HMO Update on Adapting Clinics to Ethiopian Patients

Following a steering committee meeting on adapting Clalit’s clinics to Ethiopian patients, a meeting was held between the head of the Clalit committee and the JICC to define the main components of the cultural competence in health program in the city, as well as first steps. Clalit is the main HMO serving Jerusalem’s residents. One of the first steps decided upon was to ensure that the Amharic teleinterpretation service of “Tene Briut” would be expanded to all Clalit’s clinics in Jerusalem. The JICC introduced this service in Jerusalem, and the Clalit’s Talpiot clinic, serving around 500 Ethiopian patients, was the first to adopt it. Today, we were informed that permission was granted by Clalit to incorporate the service in the other three relevant clinics in Jerusalemite as well as in four suburban clinics that serve the Ethiopian community. The teleinterpretation service provides a major improvement in health care for this community, which suffers greatly from language and cultural barriers.

jicc2014-04-05T05:18:07+00:00November 14th, 2008|Blog, Cultural Competence, Cultural Competence in Health Services, Ethiopian Jews, Identity Groups and Conflicts|

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