The second webinar of the series looked at the topic of delivering a Multicultural Connect Line an innovative telehealth service.
We presented the key components of the line:
• Community engagement strategy
• Extensive targeted community outreach
• Data collection systems
• State wide 1300 number for navigation and system support for practical and mental health.
The key learnings to date from our Multicultural Connect Line include:
• Line is needs based, non-stigmatising
• Helpline staff: mix of culturally competent & multilingual nursing & allied health staff•
• Easy access to interpreters/bilingual staff is essential
• Need a clear pathway & central point of contact
• Grass roots & community outreach is essential
• Co-design, testing translations & promo messaging
• Callers have multiple issues & require significant follow up
• Most challenging are temporary residents
• Service providers from other agencies are contacting the MCL on behalf of their clients, more flexibility being needs based
• State-wide approach has highlighted gaps around the State
The webinar demonstrated the significant value of telehealth for multicultural communities, the line’s capability to fill gaps in multicultural health services and the importance of cultural capability in all aspects of service design.