Community Counseling Solutions (CCS) will promote and implement a cultural competence framework within the delivery of behavioral health services and supports in a culturally competent manner to all those served, including those with limited English proficiency and diverse cultural and ethnic backgrounds in order to ensure patients/customers receive effective, understandable, and respectful care compatible with their cultural health beliefs and practices and preferred language.
Implement strategies to recruit, retain, and promote at all levels of the organization a diverse staff and leadership that are representative of the demographic characteristics of the service area.
Conduct initial and ongoing organizational self-assessments of Culturally and Linguistically Appropriate Services (CLAS)-related activities and integrate cultural and linguistic competence-related measures into internal audits, performance improvement programs, patient satisfaction assessments, and outcomes-based evaluations.
Ensure that data on the individual patient’s/customer’s race, ethnicity, and spoken and written language are collected in health records, integrated into the organization’s management information systems, and periodically updated. (Patients have a right to voluntarily provide this information.)
Maintain a current demographic, cultural, and epidemiological profile of the community to accurately plan for and implement services that respond to the cultural and linguistic characteristics of the service area.
Ensure that conflict and grievance resolution processes are culturally and linguistically sensitive and capable of identifying, preventing, and resolving cross-cultural conflicts or complaints by patients/customers.
Regularly make available to the public information about progress and successful innovations in implementing the CLAS standards and to provide public notice in their communities about the availability of this information.
