Over the past year, race-related hate crime has once again been on the rise across the UK. While the vast majority of communities continue to live and work together positively, the increase in reported incidents serves as a reminder that racism remains a reality for many people from ethnically diverse backgrounds.
For public services, this presents both a challenge and an opportunity.
Whether you’re working in policing, local government, housing, healthcare or community engagement, understanding how racism affects people’s experiences is essential to delivering effective and inclusive services. This is where cultural competency becomes critical.
Why Cultural Competency Matters More Than Ever
Public services are operating in an increasingly diverse society. According to the latest Census data, England and Wales are more ethnically diverse than ever before. Yet many organisations continue to struggle with engaging some communities effectively.
When trust in institutions is low, people may be less likely to report crimes, attend consultations, access support services or participate in community initiatives. This can create a cycle where the people who most need support become the hardest to reach.
Developing cultural competency helps organisations break this cycle. It enables staff to understand the different experiences, perspectives and barriers that may influence how people engage with services.
Cultural Competency Is More Than Awareness
Importantly, cultural competency is not about becoming an expert in every culture. It is about having the awareness, skills and confidence to work respectfully and effectively with people from different backgrounds.
For public services, cultural competency means recognising that people’s experiences, beliefs, values, languages and histories can influence how they interact with organisations and access support.
The Link Between Racism and Community Engagement
One of the biggest challenges facing many public services is building trust with ethnic minority communities.
Experiences of racism, discrimination or exclusion can have a lasting impact on how people view institutions. For some communities, concerns about being misunderstood, stereotyped or treated unfairly can create barriers to engagement.
This is particularly relevant for organisations responsible for community engagement. Traditional approaches do not always work for every community. A consultation, public meeting or awareness campaign may be technically accessible but still fail to connect with the people it is intended to reach.
Why Some Communities Disengage from Services
Without meaningful engagement, organisations risk making decisions based on incomplete information. This can result in services that unintentionally exclude the very communities they are trying to support.
When people feel that their voices are not heard or their experiences are not understood, trust begins to erode. Rebuilding that trust requires genuine commitment and consistent action.
The Cost of Getting Culture Wrong
A lack of cultural competency training can lead to missed opportunities and unintended consequences.
For example, communication materials may not reflect the needs of diverse audiences. Community events may be planned without considering cultural or religious factors. Frontline staff may feel uncertain about how to navigate cultural differences, leading to misunderstandings that affect service users’ experiences.
The Impact on Service Delivery
These issues are rarely intentional. However, they can have a significant impact on trust, service uptake and outcomes.
For public services, the cost is more than reputational. It can mean lower engagement, poorer outcomes and widening inequalities.
Ultimately, organisations may invest significant time and resources into initiatives that fail to reach the communities that would benefit most.
What Culturally Competent Organisations Do Differently
Organisations that are recognised for delivering inclusive services tend to have a few things in common.
They listen before they act.
They invest time in understanding communities rather than making assumptions about them. They seek feedback, gather insight and ensure diverse voices are included in decision-making processes.
They prioritise building trust with communities.
Trust is not built through a single campaign or consultation. It develops through consistent engagement, transparency and follow-through on commitments.
They invest in cultural competency training.
Staff are given the tools, knowledge and confidence to engage effectively with people from different backgrounds. This helps create more positive experiences for service users and better outcomes for organisations.
They embed diversity and inclusion into everyday practice
Rather than treating diversity and inclusion as standalone initiatives, culturally competent organisations make them part of how they design, deliver and evaluate services.
Moving from Awareness to Action
Many organisations recognise the importance of diversity and inclusion, but fewer know how to turn good intentions into meaningful action.
Questions Every Organisation Should Ask
- Who is engaging with our services and who is not?
- Do our staff have the skills needed to work effectively across different cultures?
- Are we hearing from all sections of our community?
- What barriers might be preventing people from engaging with us?
Answering these questions can help identify gaps and create opportunities for improvement.
Looking Ahead: Creating More Inclusive Services
As conversations about racism continue across the UK, public services have an important role to play in creating fairer and more inclusive communities.
Investing in cultural competency is not simply about meeting equality objectives. It is about improving community engagement, strengthening relationships with ethnic minority communities, and delivering inclusive services that work for everyone.
A Final Thought
The organisations that succeed in the years ahead will be those that understand a simple truth: when people feel understood, respected and represented, they are far more likely to engage.
And that benefits everyone.
To find out more about how cultural competency training get in touch with us here – https://changingsuits.org/contact_us/