Silverchain’s LGBTQI+ inclusion commitment a shining example for staff

The 2024 Perth PrideFEST was dubbed ‘bigger and more diverse than ever before’ and smack bang in the middle of its bright festivities was a group of aged care workers from home care service provider Silverchain.

This was the fourth PrideFEST parade appearance for the Silverchain cohort. It featured Silverchain staff, Western Australia management, friends, family and allies. The entire experience has been employee-led from day one. 

Speaking to Hello Leaders, Silverchain Community Impact and Inclusion Director Danielle Ramsey said this initiative sends a message to clients and staff members alike that they’re safe and welcome in aged care. 

“Our employees said ‘We’d like to be involved and will the organisation support us?’ It is an excellent example of the organisation responding to the employees rather than us leading it,” Ms Ramsey said.

“That was our fourth year marching in the parade and it’s grown year on year. It’s been a really popular event and when everyone’s looking forward to next year it drives that excitement. People feel proud to be a part of Silverchain.

“It also builds trust. You could read about the work we are doing on our website and think that’s great, but we also need to walk our talk. That’s a commitment across our leadership team. We need to demonstrate our commitment and be there to build relationships with the communities we seek to serve. The PrideFEST is a great example of this.”

Silverchain has made a concerted effort to demonstrate positive behaviours and strong diversity and inclusion policies for LGBTQ+, First Nations and culturally and linguistically diverse communities, plus for people living with disability. 

This approach aligns with the four pillars of Silverchain’s Best Care clinical governance: safe, personal, connected and effective.

Ms Ramsey said there’s an additional driving force for their community impact and inclusion strategy: knowing everyone deserves safe and compassionate quality care. 

“We understand that people from different communities have different lived experiences and we need to be responsive to that. That strategy is driving our inclusion practices and helping improve our policies and procedures,” she said.

“This is not a fixed approach. It’s going to constantly evolve and we need to keep up with that.

“Social policy has changed over time. I come from a disability background where the approach to inclusion was well-meaning and well-intended, to now where we really see you as the individual you are and the lived experiences you bring. 

“This is the same in aged care. We can learn from you and respond to you in a way that’s safe and makes you feel like you belong to the organisation either as a client or as a staff member.”

As part of its commitment to learning and growth, Silverchain is a Pride in Health + Wellbeing member. Established in 2017, Pride in Health + Wellbeing provides training and consultation to organisations who want to provide culturally safe health and wellbeing services to the LGBTQ+ community.

It also releases an annual Health + Wellbeing Equality Index, a free annual benchmarking tool for all health and human services organisations. The 2024 edition, to be published in 2025, will be Silverchain’s fourth year of participation. 

“Year on year we’ve doubled our score and that shows an active change mindset of how we receive the feedback, respond and improve. That’s been a powerful motivator, just to improve,” Ms Ramsey said. 

Alongside its passionate support of LGBTQ+ staff members and clients, there is a Silver Pride Ally Network. 

“You need to participate in training to be an ally at Silverchain. When people join Silverchain, as part of our orientation, we have modules around celebrating diversity and understanding people’s different lived experiences,” she added.

Other recent initiatives include a ‘Trans and Gender Diverse at Work’ guide alongside small but impactful steps like featuring pronouns on email signatures. 

“They’re activities and actions we can take that demonstrate, both internally and externally, that we’re working towards being a safe provider for people from the LGBTQ+ community,” Ms Ramsey shared.

“We understand there are certain barriers for that community when they’re accessing care or services. We are trying to drive inclusion, not just in the LGBTQ+ space, but in our response to Aboriginal and Torres Strait Islander people, the environment and sustainability, people with disability and people from a culturally and linguistically diverse background.”

Another focus is achieving Rainbow Tick accreditation. The Rainbow Tick is a quality framework that helps health and human services organisations show they are safe, inclusive and affirming services and employers for the LGBTQ+ community. 

Silverchain wants to meet the gold standard for the Health + Wellbeing Equality Index as part of its journey to securing the Rainbow Tick – although organisations do not have to follow this exact path. 

With its focus on connection, safety and belonging, continual improvement will help Silverchain achieve that accreditation. Regardless, it has already developed an inclusive environment and Ms Ramsey – and Silverchain as a whole – is committed to ensuring that everyone is welcomed. 

“We’re learning and we will continue to learn. Knowing that we work in people’s homes, that should be a safe environment for them. We are committed to coming into a home and respecting who you are,” she said.

“As we work in health and aged care, a lot of older people have experienced discrimination because of their LGBTQ+ identity. There’s historical trauma from seeking services and being unsure or tentative as to whether they should disclose or not. That’s not our business if they choose to or not. We will make them feel safe no matter what.”