Embedding Cultural Competency

Will, EnableUs Community

Alright, welcome back to The EnableUs Community Podcast! Will here, and as always, I’m joined by Winter. Today, we’re diving into something that’s honestly at the heart of good NDIS support—cultural competency. And I know, that term gets thrown around a lot, but what we’re talking about is more than just ticking a box or sitting through a PowerPoint once a year.

Winter, EnableUs Community

Yeah, absolutely. Cultural competency is really this ongoing, reflective practice. It’s not static, and it’s not just about compliance. It’s about making sure every participant feels genuinely valued and respected, no matter their background, beliefs, or identity. And, you know, the NDIS is so diverse—people come from all sorts of cultural and linguistic backgrounds, different faiths, gender identities, and lived experiences.

Will, EnableUs Community

Exactly. And it’s those everyday moments that really test whether we’re getting it right. Like, I remember this one time—I was supporting a participant who had specific dietary needs for religious reasons. I thought I’d done my homework, but I completely missed a detail about how certain foods needed to be prepared. It led to this awkward moment where the participant just didn’t feel comfortable eating, and honestly, it was a bit of a wake-up call for me. I realised I’d made assumptions instead of actually asking and listening. That’s the thing—cultural competency isn’t just about knowing facts, it’s about being curious and open, and learning from those moments.

Winter, EnableUs Community

That’s such a good example, Will. And it’s not just about food, right? It could be working with interpreters, or even just navigating those little misunderstandings that pop up when you’re supporting someone from a different background. If we’re not careful, those moments can lead to disengagement or even complaints. And as we’ve talked about in previous episodes, inclusion isn’t optional—it’s central to participant-centred practice and compliance.

Will, EnableUs Community

Yeah, and I think it’s worth saying—cultural competency is always evolving. What worked last year might not be enough now, especially as our communities change. So, it’s about keeping that learning going, not just doing the bare minimum.

Winter, EnableUs Community

So, let’s talk about training. I mean, we’ve all sat through those one-off modules that are, well, kind of forgettable. They might tick the compliance box, but they don’t really stick, do they?

Will, EnableUs Community

No, not at all. And sometimes they even reinforce stereotypes, like “People from X culture always do Y.” That’s just not how real life works. People are individuals, and those generic examples don’t help us support them in a meaningful way. Plus, if the training doesn’t reflect the local context or the actual backgrounds of your participants, it just doesn’t land.

Winter, EnableUs Community

Exactly. And another big pitfall is when there’s no space for reflection. If you’re not encouraged to think about your own biases or how your worldview shapes your support, you’re missing out on the real growth. That’s why practical, ongoing approaches work so much better. Things like microlearning—short, focused sessions on topics like “working with interpreters” or “faith-friendly practice”—can be way more effective.

Will, EnableUs Community

Yeah, and I love the idea of a “topic of the month.” It keeps things fresh and gives everyone a chance to dig into different aspects of inclusion over time. And starting from day one—embedding cultural competency into staff induction—sets the tone for everything that follows. It’s not just a one-off, it’s part of the culture.

Winter, EnableUs Community

There’s a great example I heard recently—a provider partnered with an Indigenous educator to co-design their training sessions. Instead of just talking about Aboriginal culture, they brought in someone with lived experience to share stories and answer questions. It made the training so much more real and helped staff develop genuine empathy and understanding. That’s the kind of thing that sticks with you, you know?

Will, EnableUs Community

Yeah, and it’s not just about learning facts, it’s about building confidence to ask questions and adapt your support. Like, as we discussed in our episode on building a learning culture, it’s about making learning part of everyday practice, not just a box to tick.

Winter, EnableUs Community

So, how do you know if all this training is actually making a difference? It’s not enough to just run a session and move on. You’ve got to track progress—keep records of who’s done what, but also collect feedback from staff and participants. And, really importantly, look for evidence that your policies or practices are actually changing as a result.

Will, EnableUs Community

Yeah, and that’s what auditors want to see too, right? Not just certificates, but real-world outcomes—like improved participant satisfaction or better communication. And it’s worth looking at those more nuanced areas, too. Supporting LGBTQIA+ participants with respect, understanding cultural humility, and engaging with Aboriginal and Torres Strait Islander communities in a way that’s genuinely respectful. Those are the things that show you’re moving beyond the basics.

Winter, EnableUs Community

Absolutely. I’ll share a quick story—my team once got some feedback from a participant who felt like we weren’t really listening to their cultural needs. It stung a bit, but it pushed us to review our approach. We updated our intake questions, brought in more community voices, and honestly, the difference in participant trust and satisfaction was huge. Sometimes it’s those tough conversations that drive the most meaningful change.

Will, EnableUs Community

That’s such a good point, Winter. And it’s a reminder that cultural competency isn’t about memorising traditions or ticking boxes—it’s about curiosity, empathy, and adaptability. When you make inclusion personal and actionable, everyone benefits—staff and participants alike.

Winter, EnableUs Community

Couldn’t agree more. And that’s probably a good place to wrap up for today. Thanks for joining us, everyone. We’ll be back soon with more ways to upskill your team and deliver truly participant-centred support.

Will, EnableUs Community

Thanks, Winter, and thanks to all our listeners. Keep learning, keep growing, and we’ll catch you next time on Upskilling. See ya!

Winter, EnableUs Community

Bye, everyone!