performance report against critical success factors of the corporate

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					                   performance report against
 critical success factors of the corporate plan

Critical Success Factor 1:          Effective leadership in community relations                20

Critical Success Factor 2:          Provision of quality languages services                    35

Critical Success Factor 3:          Effective resources utilisation                            37

Critical Success Factor 4:          Effective communication and consultation                   40

Critical Success Factor 5:          Promotion and implementation of the
                                    principles of multiculturalism                             43

Critical Success Factor 6:          Effective knowledge management                             50

Critical Success Factor 7:          Leadershipsystem throughout the
                                    Commission                                                 53

COMMUNITY RELATIONS COMMISSION For a multicultural NS W • A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7

                      PERFORMANCE REPORT
                against critical success factors of the
                         CORPORATE PLAN
      Critical success factor 1:
        Strategic           1.1     To maintain the lead agency profile as facilitator to
        Corporate                   government and community promoting community
        Objective                   harmony and the benefits of cultual diversity

     African cultural awareness forum

     In partnership with the Premier’s Department, the TAFE Access and Equity Unit and the
     Newcastle Migrant Resource Centre, the Commission held an African cultural a wareness
     forum at Newcastle in August 2006. Approximately 100 service providers from NSW and
     Australian government and non-government organisations in the region attended the forum
           gave African people an opportunity to speak to service providers about their background
           and culture and raise issues and concerns
           allowed agencies to share experiences and best practice models
           provided networking opportunities for service providers
           increased communication between agencies on providing services to African people
           increased communication in order to improve responses by service providers to African

     African needs settlement forum

     A taskforce was formed in collaboration with the Premier’s Department Hunter Regional
     Coordination Management Group to support the settlement of African communities. One
     recommendation was to hold an African needs settlement forum several times a year. As a
     result, forums were held in March and July 2006 and March 2007. Another is planned for later
     in 2007, and the forums will continue biannually. Six working parties which were established
     in the areas of accommodation, employment, youth, law and order, and education and health
     met regularly and provided feedback on the progress of their work with the African community
     at the forums.

     Aged day care for the culturally and linguistically diverse

     Meetings between members of various ethnic communities and the chairperson of the Illawarra
     Regional Advisory Council were facilitated to explore the creation of ethnospecific day care
     programs for elderly members of their community.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

Cabramatta CityWatch program

                                                                 Highlights during 2006-07 included the
                                                                 annual CityWatch Police and
                                                                 Community forum, community safety
                                                                 seminars and relationship building
                                                                 between the community and police.

                                                                 The Cabramatta CityWatch forum of
                                                                 May 2007 was an opportunity to gain
                                                                 feedback on achievements by
                                                                 government agencies and the results of
                                                                 consultation with the local community
Community discussion at the annual Cabramatta CityWatch forum.   on crime and safety issues.

The event attracted 270 residents and business owners from the diverse community, including
Chinese, Croatian, English, Khmer, Lao, Serbian, Spanish and Vietnamese-speaking residents.
The forum, which attracted the largest turnout since its inception seven years ago, again confirmed
a noticeable improvement in street safety and strengthened trust between police and local residents.

At the nine community safety seminars in 2006-07, the Commission maintained previous partners
as well as establishing new ones, including the Cabramatta Anglicare Migrant Services, Canley
Heights Community Centre, Mt Prichard Carbonate West Community Centre, and Vietnamese
Community in Australia NSW Chapter. There were also four seminars with Vietnamese
speakers in Cabramatta, Cabramatta East and Canley Heights.

Informal visits were made with the Police Local Area Commander and Acting Commander to
local businesses which made positive comments about police involvement and the number of
officers on the streets talking with people. This improved relationship was reflected in the
increased number of residents taking part in the annual forum and requests for further seminars.

Community Harmony Round Table

TALKBACK Community Harmony theatre
The aim of this play is for an outsider to visit and
learn about the Canterbury-Bankstown area and
appreciate the community. Lead up involved the
Horizon Theatre Company and the Round Table
developing and directing the production. Horizon Theatre
Company secured funding from a number of sources
including the Commission, and Round Table partner
agencies worked on set design, costumes and props.                A scene from the theatre production TALKBACK.

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     The Croatian Club Sydney at Punchbowl provided a function room for rehearsals and the
     performances, which attracted 200 people on both nights.

     Negotiations are being held with Sutherland Shire Council on a TALKBACK performance in
     August 2007 for two daytime school shows and two evening performances.

     Get to Know Your Neighbours
     In 2006, the Round Table and the Commission awarded nine Get to Know Your Neighbours
     grants of $150 to services in the Canterbury-Bankstown area. The aim of the program was to
     support local events that help people get to know each other and strengthen connections
     between communities and neighbours. Activities ranged from open days and community
     barbeques to a multicultural neighbourhood lunch.

     Community Harmony Community Greeting Card art competition
     Community harmony greeting cards are used by the Commission as gift packs for overseas
     and other dignitaries. In 2006-07, the greeting cards were also given away at the 2006 Haldon
     Street Festival and the Did You Know? exhibition at the 2007 Royal Easter Show.

     How to Make a Complaint media fact sheet
     To show community leaders how to make a complaint about news and current affairs stories
     that misrepresent their communities, the Canterbury-Bankstown Community Harmony Round
     Table developed a fact sheet that has been loaded onto the Commission’s website.


     Websites of NSW ethnic community organisations are hosted by the Commission’s CommuniLink
     website at The aim of the website is to support multilingual content
     that facilitates communication and enhances the provision of information. Each community
     website features a calendar of events which links to the NSW community events calendar.
     A discussion board is available to encourage participation and involvement in community issues.

     There are 49 organisations hosted by the CommuniLink website where organisations publish
     multilingual content and upload community events and activities. The Commission also uses
     the website to inform communities of opportunities for involvement in forums, consultations,
     projects and career development.

     Community Development Grants program

     A total of $1,090,966 was awarded in grants to 145 organisations that included 86 community
     development projects, 56 cultural projects and three capital projects.The grants provide non-
     recurrent funding to not-for-profit community organisations for projects in NSW. Appendix 9
     lists recipients, the project purpose and the amount of the grant.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

Community Liaison Officer program

                                                                                  Funding was received from the NSW
                                                                                  Government to coordinate the
                                                                                  Community Liaison Officer program in
                                                                                  the Cronulla area. The program
                                                                                  operated from January to April 2007 and
                                                                                  commenced with the establishment of
                                                                                  a stakeholder coordination committee of
                                                                                  government and non-government
                                                                                  representatives from the Department of
                                                                                  Premier and Cabinet, Department of
                                                                                  Community Services, Miranda Police
                                                                                  Local Area Command, Sutherland Shire
A Cronulla Community Liaison Officer team talks with bathers on Cronulla beach.   Council, and the Commission.

Community liaison officer teams included people of an Arabic-speaking background, from
Muslim or Christian faiths, and a non Arabic-speaking person. Teams concentrated on situations
where their involvement could be helpful during visits to gathering places at Cronulla beach,
north and south Cronulla, Elouera, Gunnamatta Park, The Esplanade and Wanda where they
engaged with more than 3,000 people of all ages and backgrounds. Teams also participated in
Youth Harmony Day and Seniors Week to assist and support the community.

The Community Liaison Officers recorded their encounters in feedback reports which were
used for evaluation in the Community Liaison Officer Program 2007 final report. The report
concluded a public perception that Cronulla is safe and the police presence has helped reduced
tension, but youth gangs were still a concern. The reports showed that anti-social behaviour
and excessive drinking by young people is challenging community harmony in the Cronulla
area while racism appears to be declining. Many local businesses reported they had not fully
recovered from the riots in 2005 and are concerned that anti-social behaviour and racism is
scaring away visitors. Nonetheless, visitors and the local community said they welcome and
encourage community programs that promote social cohesion.

Cronulla Research Reference Committee

The Cronulla Summer Program Committee identified that research projects about unrest in
Cronulla in 2005 were making the community feel constantly under the microscope for an
incident over which they had no control.

The Commission and stakeholders worked with Macquarie University to establish the Research
Reference Committee and a website database on academic and community research into the
causes and impacts of the Cronulla riots, along with ways to address the aftermath. The
website is accessible only to practitioners in government and community services dealing with
the impact of the riots. The research will be used solely to assist participating community
organisations in gaining greater insight into the causes and impacts of the riots in order to plan
intervention projects and develop appropriate policy responses.

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     Cronulla Summer Program

     In July 2006 the Commission identified a need for services to get together and commence
     planning for the 2006-2007 summer in the Sutherland area which was disrupted by riots in
     2005. Stakeholders involved were Macquarie University, NSW Police Force, Surf Life Saving
     Australia, Sutherland Shire Council and local service providers, including the Department of
     Community Services, the Department of Education and Training, the Department of Sport and
     Recreation, Gymea Community Aid and Information Service, and shirewide youth services.

     The Commission convened the meetings where stakeholders shared ideas about their projects
     and worked on strategies to reduce the risk of anti-social behaviour in the area.

     Community Relations Report

     The annual Community Relations Report for 2006 presents information on agency performance
     and compliance under the Ethnic Affairs Priorities Statement program. It also showcases
     initiatives and programs by agencies that target the culturally and linguistically diverse
     community of NSW.

     The Community Relations Report 2006, Harmony in Motion, was launched by the Minister Assisting
     the Premier on Citizenship, the Hon Barbara Perry MP, at Parliament House in June 2007.

     Apart from outlining progress in Ethnic Affairs Priorities Statements, the report highlighted
     150 initiatives that were undertaken by government agencies and local councils for the
     multicultural community to maintain and promote community harmony, as well as outlining
     progress under the Ethnic Affairs Priorities Statement program.

     Community Relations Symposium and Youth Leaders Day 2006

                                                       The 2006 Community Relations Symposium was held in
                                                       August, in accordance with the Commission’s legislated
                                                       responsibility to consult with the culturally, religiously,
                                                       linguistically and racially diverse community.

                                                       For the first time, a day was dedicated to young people
                                                       at the Youth Leaders Day, which was attended by over
                                                       180 delegates and featured the keynote address by 16
                                                       year old Vikram Joshi, winner of the national plain
                                                       speaking award. The symposium also brought together
                                                       about 200 people, including leaders from around NSW,
                                                       under the theme of engaging communities. Dr Ian
                                                       Patterson, Principal of St Bishoy Coptic Orthodox College
     Dr Ian Patterson, Principal of St Bishoy Coptic   Mt Druitt, delivered the keynote address and the event
     Orthodox College, Mt Druitt.                      included the showcasing of projects at workshops.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

Culinaria, a multicultural cookbook

In conjunction with the Gymea Community Aid and Information Service, the Commission is
compiling a multicultural cookbook Culinaria, which contains information and recipes on
religion-related food. This project assists with improving literacy among migrants in the
Sutherland Shire while promoting multiculturalism and highlighting the diversity of the

Did You Know? exhibition

                                                         This event attracted 500 people in
                                                         January to Dunningham Park in North
                                                         Cronulla and brought together cultures
                                                         and communities that may not be
                                                         familiar with each other’s history and
                                                         traditions, while promoting cultural
                                                         awareness and harmony through
                                                         displays on the history of art and heritage
                                                         in Australia.

                                                      Displays were by the Australian
                                                      Egyptian Council Forum, Bharatiya
Vidya Bhavan Australia, Chinese Australian Historical Society, Dutch Australian Cultural
Centre, Lebanese Communities Council, Macedonian Australian Welfare Association,
Sutherland Celtic Organisation and Sutherland Historical Society, along with Canterbury City
Council and Sutherland Shire Council, as well as a display on Afghan camel drivers.

At the Royal Easter Show in April 2007, the Did You Know? exhibition promoted the history
of migration and the important role of migrants in the economic and social setting of Australia,
particularly Sydney. Exhibitors included the Australian Cambodian Community, Australian
Egyptian Council Forum, Bharaitiya Vidya Bhavan Australia, Chinese Australian Historical
Society, the Cyprus Community of NSW, Kirtan Prachar Mission of Australia, Macedonian
Australian Welfare Association, Pakistan Australia Association, Plaza Filipino, and the Turkish
community. Entertainment included breakdancing by Hybrid Formz, and lion, Bollywood, Cypriot,
Greek and Indonesian dancing.

Email service

As the NSW Government’s main contact point for ethnic communities in the State, the
Commission maintains a comprehensive database of ethnic communities, including information
on organisations’ contact details and key officials, affiliations and interests. Following a
successful pilot, the Commission expanded this database in 2006-07 to enable individuals and
public and private organisations to send information to their target audiences for a fee.

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     Establishment of the NSW Council for Pacific Communities - a
     sustainable outcome with long term benefits

                                                                          The NSW Partnership with Pacific Communities
                                                                          received the gold award in the Social Justice Category
                                                                          at the 2006 Premier’s Public Sector awards.

                                                                          The Commission’s establishment of the NSW
                                                                          Council for Pacific Communities is a sustainable
                                                                          outcome of this partnership that gives long-term
                                                                          benefits to Pacific communities in NSW.

                                                                          The Commission conducted extensive research and
                                                                          consultation to identify issues relating to Pacific
                                                                          communities at least two years prior to the
                                                                          establishment of the NSW Youth Partnership with
     Richard Acheson, Director of the Commission’s Community              Pacific Communities. As part of the Partnership, the
     Relations Service receives a certificate of appreciation from Bill
     Purcell, President, Pacific Communities Council and Margaret         Commission worked with Pacific communities to
     Kama, former Commissioner.                                           establish the NSW Council for Pacific Communities.

     In establishing the Council, the Commission undertook a public consultation and engagement process
     throughout metropolitan Sydney as well as in the Hunter, the Illawarra and in south-west NSW.
     The complexity of processes involved cannot be understated and was affected by a range of
     factors including nationalism, culture, religion, family and community hierarchy.

     Since 2003 the Commission has actively supported the leadership development of young people
     from Pacific communities. These young people were particularly outspoken throughout the
     consultation and the Pacific elders heard and noted what was said. This is reflected in the
     constitution of the Council that requires one-third of the elected representatives to be young
     people, and provides a model for other ethnic communities that wish to engage with their
     young people and develop future leaders.

     Exploring Democracy Tour of NSW Parliament House

                                                                             In conjunction with the Australian Red Cross,
                                                                             the Commission organised a visit to NSW
                                                                             Parliament House in June 2007 for newly arrived
                                                                             migrant students to help increase their
                                                                             knowledge about how parliament operates and
                                                                             how they can influence decisions that affect
                                                                             their future.

                                                                             The event also provided opportunities for young
     The Hon Barbara Perry MP, (top left) with school children in the        people to interact and build relationships with
     Exploring Democracy Tour at Parliament House.                           others from different cultures and backgrounds.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

The visitors were year 9 and 12 students from Sydney schools, including intensive English
centres and the Australian Red Cross Newly Arrived Youth Program. Other topics discussed
during the tour included P plate drivers and their responsibilities, young people and their rights
and responsibilities with police and the rights of young people in the workplace.


MediaLink is an online media service which offers English reports of articles in the ethnic
media. These publications comprehensively cover local and foreign news and affairs.

In 2006-07, MediaLink expanded to cover publications across Australia. The target number of
MediaLink customers for the year was met and it continues to attract subscribers from the
private and public sector within and outside NSW.

National Multicultural Marketing Awards

The National Multicultural Marketing Awards acknowledge and reward businesses that
successfully develop and promote their services to meet the needs of a culturally diverse
society. The awards were held in November 2006.

Winners of the 2006 National Multicultural Marketing Awards were:

Advertising award:
Multicultural Health Communication Service
Commercial Big Business award:
Australian Football League
Export award (encouragement award):
Ukilu and Make Believe Pty Ltd
Government award:
Sydney South West Area Health Service
Information Technology award:
Office of Multicultural Interests and the Ethnic
Communities Council of Western Australia
Integral Energy Community award:
The Gould Group
                                                              Dale Holmes, General Manager, Australian Football
Office of Fair Trading’s Commercial Small                     League NSW and ACT, winner of the Grand Award of the
                                                              2006 National Multicultural Marketing Awards receives
Business award:                                               the trophy from the Premier and Minister for Citizenship,
Global Language Books                                         the Hon Morris Iemma MP.

The grand award was won by the Australian Football League for its program to boost
multicultural participation in the game and through that to play a key role in integrating newly
arrived immigrants and refugees into this national football game.

COMMUNITY RELATIONS COMMISSION For a multicultural NS W • A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7

     The Commission acknowledges the support of the sponsors of the 2006 National Multicultural
     Marketing Awards:

     •   The Australian newspaper                    •    Office of Fair Trading (commercial
     •   Austrade (export award)                          small business award)
     •   Casella Wines                               •    Vietnam Airlines
     •   CISCO                                       •    Westin Sydney for providing the venue
     •   Integral Energy (community award)                for the awards night.

     Regional Advisory Council meetings

     Forty-one Regional Advisory Council meetings were held in 10 regions across NSW, bringing
     together government and community representatives to discuss issues relating to people from
     culturally and linguistically diverse backgrounds. Issues emerging from these meetings included:
           issues and challenges that affect the settlement of African communities in various parts
           of NSW, for example access to education, employment, health and housing
           access to mainstream services for people from the culturally and linguistically diverse
           aged community
           access to interpreters in regional and rural parts of NSW
           the promotion of anti-racism and anti-bullying policies of the NSW Department of
           Education and Training in schools throughout NSW
           the impact of the new industrial relations legislation on people from non-English speaking

     Review of the Community Relations Commission and Principles
     of Multiculturalism Act 2000

     A review of the Community Relations Commission and Principles of Multiculturalism Act
     2000 was conducted by Ms Irene Moss, AO, who received submissions from government
     and community organisations, including peak representative bodies such as the Federation of
     Ethnic Communities Councils of Australia and the Ethnic Communities’ Council of NSW.

     The Commission’s submission maintained that while its policy objectives remain valid and will
     always remain so in a multicultural New South Wales, some terms of the Act should be
     strengthened to clarify the meaning of multiculturalism and better facilitate the work of the
     Commission to promote community harmony and maximise the benefits of cultural diversity.

     The Commission’s submission recommended that the definition of multiculturalism in the Act
     should affirm that “multiculturalism recognises that the people of New South Wales are of
     different linguistic, religious, racial, and ethnic backgrounds, who either individually or in
     community with other members of their respective groups, are free to profess and practice
     their heritage” and that “all individuals in New South Wales, irrespective of their linguistic,

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

 religious, racial and ethnic backgrounds must demonstrate a unified commitment to Australia,
its interest and future. They must recognise the importance of shared values governed by the
rule of law within a democratic framework”.

Sikh Council

The Sikh Council made representations to the Commission on changes to the Operations
Procedures Manual of the Department of Corrective Services. The changes banned Sikh
officers from wearing the kirpan, an article of Sikh faith, while performing their duties.

The Commission initiated mediation between the Sikh Council, the Department of Corrective
Services and Sikh officers to resolve the issue. The dialogue that commenced at the Commission
has been ongoing, with the issue taken over by the Department of Corrective Services which
dealt with the matter internally.

                        1.2     To provide expert advice to government and
                                community on community relations and harmony

Extension of SBS radio in western NSW

The Commission provided information on extending SBS radio transmission to small towns in
the western region and facilitated interaction with relevant agencies. As a result, a number of
localities, including Orange, now receive the service.

Griffith Community Harmony project

The murder of a teenager in Griffith brought a high level of media scrutiny that portrayed the
town as a violent disharmonious community.

The Commission facilitated interaction between Griffith City Council, local community based
organisations and ethnospecific workers to secure their involvement in consultations on a
Community Action Plan which is being developed to maintain community harmony in the area.

Muslim Youth project

This project involved a summer youth festival and an Islamic scripture resource kit.

The Summer Youth Festival, which was coordinated by the Commission and held in December
2006 at Darling Harbour, aimed to increase interaction between young people from different
communities by engaging them in activities that promote understanding.

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                                                                   Appreciation of cultural and religious diversity
                                                                   was promoted through entertainment, displays
                                                                   and social activities which attracted about
                                                                   3,000 young people of many backgrounds,
                                                                   including Australian Muslims from Afghani,
                                                                   African, Arabic, Indonesian, Indian, Malaysian
                                                                   and Pakistani backgrounds. Entertainment
                                                                   and events included drumming workshops,
                                                                   henna tattoos, martial arts demonstrations,
                                                                   chanters from various countries, Chinese
                                                                   performers, breakdancing and a fashion
                                                                   parade. An evaluation report is being
     Participants at the Summer Youth Festival, Darling Harbour.   prepared.

     The second part of the project is to develop an Islamic scripture resource kit for use in public
     schools. The project is at the consultation stage with the Commission working with service
     providers and the Department of Education.

     Provide accurate and timely briefings in response to requests
     from the Premier’s Office and The Cabinet Office

     During 2006-07, the Commission responded to 630 requests for advice from The Cabinet
     Office and the Premier’s Office. These included 232 briefings for the Premier or his
     representative attending community events and some 60 Premier’s messages for community
     events and publications.

     Provide input to key advisory and interagency committees

     The Commission was represented on a range of important advisory and interagency committees,
     •         Albury-Wodonga Immigration Settlement Planning Committee
     •         Blacktown-Mt Druitt Migrant Interagency
     •         Blacktown Emerging Communities Action Plan Steering Committee
     •         Central Coast Multicultural Interagency
     •         CEO Counter-Terrorism Coordinating Group
     •         Commonwealth Multicultural Advisory Forum
     •         Department of Community Services Ethnic Affairs Advisory Group
     •         Department of Education and Training Advisory Group on Multicultural Education and

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

•        Emergency Management Australia (CALD) Reference Group
•        Griffith Coordinating Group
•        Housing and Human Services Senior Officers Group
•        International Medical Graduates Forum Implementation Group (NSW Health)
•        Liverpool Humanitarian and Refugee Network
•        Liverpool Migrant Interagency
•        Newcastle City Council’s Ethnic Affairs Policy Statement Reference Group
•        Newcastle Multicultural Interagency
•        NSW Access and General Education Advisory Group TAFE NSW
•        NSW Government Channels and Access program
•        NSW State Disaster Recovery Committee
•        Planning for Later Life Forum
•        Riverina Immigration Settlement Planning Committee

Response to the proposed citizenship test by the Australian

In September 2006, the Australian Government released a paper, Australian Citizenship: Much
More Than a Ceremony, that discussed the merits of a formal test to acquire Australian citizenship.

The Commission responded to the invitation for written submissions on the discussion paper
under its mandate to “to encourage eligible people to become Australian citizens”.

Tour of Japan by community leaders and specialists

                                            At the invitation of the Japan Foundation, the Commission
                                            formed a delegation which toured Japan in January 2007 to
                                            discuss issues relevant to multiculturalism in both a Japanese
                                            and Australian context. The purpose of the visit was to promote
                                            multicultural coexistence and mutual understanding among
                                            different cultures, exchange information and ideas, establish
                                            networks with community leaders, youth, academics,
                                            non-government organisations and government officials.

                                            The main interests of the host organisations (local
                                            government, ministries, academic institutions, and non-
                                            government organisations) were:

Japanese poster announcing the Australian
                                            •     the policies and activities of the Community Relations
delegation.                                       Commission and NSW Government

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     •     policies and measures to support settlement and promote participation of immigrants
     •     policies and measures to promote access to public services such as education, health
           care and employment
     •     collaboration and cooperation between national and local governments, non-government
           organisations and local communities.

     The delegation visited Tokyo, Sendai, Nagoya and Kyoto from 18 to 31 January 2007. It
     presented public symposiums in Tokyo and Nagoya and participated in discussion groups in
     Sendai. It met with numerous agencies and organisations, both government and non-
     government, and visited schools and non-government organisations. The delegation observed
     that the challenge for Japan is how to maintain economic growth by increasing population
     levels through immigration, while retaining its traditions and culture and managing social cohesion
     and community harmony.

     The delegation was headed by Stepan Kerkyasharian AM, Chairperson of the Community
     Relations Commission and President of the NSW Anti-Discrimination Board. Other members
     were: Richard Acheson, Director of the Commission’s Community Relations Service; Jihad
     Dib, Deputy Principal, Punchbowl Boys High School; and Violet Roumeliotis, Manager,
     Canterbury-Bankstown Migrant Resource Centre.

     Young people and public space

     The young people and public space project addressed long standing issues that young people
     experience in accessing public space and was developed following the Youth Partnership with
     Arabic-Speaking Communities in 2005. The partnership demonstrated the need to train security
     guards to communicate effectively with young people, manage conflict and to be culturally sensitive.
     The Commission made representations to the Construction and Property Services Industry
     Skills Council, which develops security workforce training. The Council accepted most of the
     Commission’s recommendations on expanding training to include cultural sensitivity, skills and
     knowledge to communicate with young people and managing conflict with them. The training
     package is being validated and will be submitted for national endorsement.

                             1.3     To coordinate Government responses to issues
                                     relating to cultural diversity

     National Working Party on Sexual Servitude and Trafficking

     The Commission co-chairs the National Working Party on Sexual Servitude and Trafficking
     which was established in response to NSW raising the issues of sexual slavery and trafficking
     at the Ministerial Council on Immigration and Multicultural Affairs and the Ministerial
     Conference on the Status of Women. The aim of the cross-jurisdictional working party is to
     determine the extent of the problem in Australia and the adequacy of programs that address it.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

The inaugural meeting was held in November 2006 and coordinated by the Commission and
the NSW Office for Women.

Participants included senior officials from women’s and multicultural portfolios, NSW Police
Force, Australian Federal Police, the Australian Government’s Attorney General’s Department
and the Department of Immigration and Citizenship.

A report is being drafted to identify areas of concern and opportunities for a collaborative
approach to address three key areas of trafficking and sexual servitude – prevention and
raising awareness, victim support, and governance and systems issues.

NSW Government Immigration and Settlement Planning

The Commission takes a leadership role in coordinating settlement planning in NSW to meet
the needs of new arrivals and maximise the benefits of immigration to the State through the
NSW Government Immigration and Settlement Planning Committee.

In 2006-07, the Commission coordinated NSW positions and representation at the following
multi-jurisdictional meetings:
•     Commonwealth-NSW Working Party on Migration to Sydney and Regional NSW
•     Commonwealth-State Working Party on Skilled Migration
•     Joint State, Territory and Commonwealth Research Advisory Committee for the
      Australian Population, Immigration, and Multicultural Research Program
•     Ministerial Council on Immigration and Multicultural Affairs Standing Committee on
      Immigration and Multicultural Affairs.

The Commission also coordinated the NSW Government submission to the Commonwealth
Interdepartmental Committee on Humanitarian Settlement in December 2006. The submission’s
recommendations aimed to improve the settlement of humanitarian entrants, based on the
findings of the Report of the Community Relations Commission Investigation into African
Humanitarian Settlement in NSW. Many of these were adopted by the Australian Government
in its May 2007 budget. The submission is available on the Commission’s website.

In January 2007, the Premier issued a Memorandum to Ministers and Chief Executives that
reaffirmed the importance and effectiveness of the Committee’s role in:
•     addressing settlement planning issues in NSW
•     monitoring and assessing the impact of humanitarian and non-humanitarian migration in
•     coordinating development of NSW policy and positions on settlement issues

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     •     increasing the effectiveness of NSW representation at the Standing Committee on
           Immigration and Multicultural Affairs and the Ministerial Council on Immigration and
           Multicultural Affairs.

     During 2006-07, the Commission kept Regional Advisory Councils informed of the work of the
     NSW Government and Settlement Planning Committee and provided feedback from the councils
     to this committee to ensure decisions and policies address the settlement issues of the regions.

     Research and advise on Government policy and programs as
     they relate to community relations

     Policy and program advice was provided as requested or required. Particular submissions to
     note in the reporting year include the following:
     •     Department of Housing on the Responding to Homelessness project
     •     Department of Lands on representations to the Muslim Cemetery Trust
     •     Department of Local Government on the response to its position paper A New Direction
           for Local Government
     •     Minister for the Arts on the Migrant Heritage Centre
     •     Ministry of Police on the Review of the Child Protection Offenders Act
     •     NSW Health in response to the discussion paper, Planning for the Future
     •     NSW Treasury on recurrent funding for the ethnic community volunteer program in
           mainstream community organisations
     •     NSW Treasury on the Red Tape Review.

     The Commission also assisted in the facilitation of State Plan consultations with ethnic
     communities during August 2006.

     Report of the Community Relations Commission Investigation
     into African Humanitarian Settlement in NSW

     The Report of the Community Relations Commission Investigation into African
     Humanitarian Settlement in NSW was released in September 2006 and made 41
     recommendations to the Australian and NSW governments on improving settlement of refugees
     and humanitarian entrants from Africa. Findings were based on submissions from government
     and community stakeholders and State-wide consultations held by the Commission with African
     communities, service providers and stakeholders in 2005-06. Many of the recommendations
     to the Australian Government were adopted in its May 2007 budget. The report is available on
     the Commission’s website.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

  Critical success factor 2:
                        2.1     To enhance access to quality interpreting and
                                translation services in New South Wales

Continuously improve customer service delivery

Meetings on enhancing services were held by the Director of Language Services, Customer
Service Manager and the Customer Service Coordinator with major clients, including the
Roads and Traffic Authority and the Department of Housing. The Department of Housing
extended the agreement for provision of interpreting services for another 12 months from
June 2007.

The Commission continued to arrange quarterly face-to-face feedback sessions with its panel
of casual interpreters and translators.

All translations were checked and edited as part of Language Services quality control process.

One hundred and nine internal and external complaints were received, registered, analysed
and dealt with promptly. Follow-up was carried out through in-house training when applicable
and communicated to casual panellists via email when necessary. Language Services
encourages customers, panellists and full-time staff to give written as well as verbal feedback.

Identify and respond to the language needs of emerging communities

Casual panellists were recruited to meet the demands for language assistance in emerging
languages such as Dinka, Kinyarwanda, Kirundi, Krio, Luganda, Sudanese Arabic and Swahili.

Increase the use of interpreter and translation services

The Commission continued to provide interpreting services to government departments and
agencies, private and commercial organisations, community groups and individuals. The
Commission also continued to provide translations of personal documents for individuals and
major multilingual translation projects to the public and private sector, including community

The availability of a 24-hour translation service was expanded from three in-house languages
to include most languages to meet the demand from customers.

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     Language Services performed 18,083 interpreting assignments and 25,773 translation
     assignments in 2006-07. The most common languages requested for interpreting were Arabic,
     Cantonese, Korean, Mandarin and Vietnamese. The most common languages requested for
     translation were Arabic, Chinese, Japanese, Korean and Spanish.

     Networks and partnerships with educational institutions

     The Commission participated in meetings of the NSW Regional Advisory Committee of the
     National Accreditation Authority for Translators and Interpreters (NAATI).

     Language Services staff participated in and presented a conference paper at the Critical Link
     5 International Congress for Quality in Interpreting.

     To promote professional interpreting and translation to students, participation continued in the
     interpreter practicum at Macquarie University.

     Retain and increase a professional panel of interpreters and

     When a need was identified, Language Services continued to recruit casual interpreters and
     translators with NAATI accreditation. Language Services also recruited casual interpreters
     and translators in new and emerging languages that do not have NAATI accreditation.

     A compulsory orientation and induction day was held for all new panellists. Professional
     development courses for casual panellists were offered in interpreting for domestic violence
     cases and interpreting in sexual assault cases.

     Language Services in-house staff continued to offer mentoring to new panellists working with
     the NSW courts system.

     Video conferencing for the Lightning Ridge community

     Access to interpreting through video conferencing facilities in Lightning Ridge was facilitated to
     enable access by the Lightning Ridge and Region Transcultural Community Council and Police to
     interpreting services through video link-up. This reduced the reliance on costly face-to-face
     interpreters who previously had to travel from other parts of the State to this remote area.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

    Critical success factor 3:
    Corporate           3.1     To improve and strengthen internal capability

Electronic service delivery

Improvements were achieved in internal and external service delivery through process
automation and electronic service delivery.

All interpreting and translation assignments, apart from those requiring interpreters on short
notice, are now automatically allocated to and accepted by interpreters and translators
immediately after booking, following enhancements to the online language services system,
LanguageLink. Translations in over 77 languages offered by the Commission can now be
processed and delivered in 24 hours. Further enhancements to this application have allowed
the replacement of manual processing of translations in the Newcastle and Wollongong offices
with the same digitised, electronic processing service as is available to customers in Sydney.

Electronic notification of, and registration in Commission events and functions was introduced,
extending the registration process to 24 hours a day, seven days a week. Online registration
resulted in speedy data entry and improved data quality.

The email service was piloted with more than 10 agencies using the Commission’s contacts
database to send information directly to their target audience. This service will commence on
a fee-for-service basis during 2007-08.

Enhance the Commission’s internal process and procedure manuals

The Commission makes available to all staff through the electronic network all its policies and
approved procedures, which are reviewed annually. Policies reviewed this year include:
•      closed circuit TV
•      credit control
•      email management
•      information security
•      privacy
•      records management

The Commission adopted one new policy on copyright during 2006-07.

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     Enhance the Commission’s staff development and training program

     Work has commenced with the collation of data to create a register of staff training which is
     planned for completion by the end of December 2007. Each six months staff performance
     reviews are held by each divisional director.

     The Commission implements an annual training plan in line with its commitment to improved
     service delivery and compliance with legislative and regulatory requirements. Development
     of the plan involves consideration of unmet commitments from the previous year’s training
     plan, availability of resources and new and emerging requirements. These factors influence
     the order of priority and timeframe. Six of the 10 training sessions identified in the Commission’s
     annual corporate program were delivered.

     Provide opportunities for career progression and skill development

     Three expressions of interest were advertised within the Commission to give staff opportunities
     to act up in other positions. Multi-skilling opportunities continued to be provided. Position
     holders were allowed to perform other roles.

     Four staff received work-related study support.

     Training in the use of corporate applications improved staff proficiency, increased productivity
     and improved quality. Technical training on web design enabled the Commission to meet industry
     and government standards in information and service provision via the internet.

     Undertake cross functional and divisional activities that assess,
     review and improve operational effectiveness

     The Commission’s Results and Services Plan and related strategic plans were prepared with
     executive level input from all divisions and submitted through the Minister to NSW Treasury.
     This process involved critiquing and defining the Commission’s Results Logic which maps the
     services delivered to interim and final objectives of the Commission that are defined by its
     governing legislation. The process also involved identifying service measures and performance
     indicators which directly enable the executive to assess, review and improve operational

     An enterprise-wide risk assessment was completed in June 2007 and the Commission’s strategic
     audit plan for 2007-10 was produced and accepted by the Chairperson. This process enabled
     the staff of the Commission at cross functional levels to assess strategic and operational risks
     faced by the organisation. As a result, processes minimise identified risks, and in turn, improve
     operational effectiveness.

     Quarterly reviews of budget and financial performance by division continued throughout 2006-
     07, with a major line item review conducted as part of the end of financial year processes.

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The Information and Communication Strategic Plan was developed and updated in accordance
to business requirements and priorities.

The Business Continuity and Disaster Recovery Plan is a result of a collaborative effort of
the management and staff. Contributions from across the organisation, particularly in the
documentation of detailed procedures, were crucial to completion of the plan.

                        3.2     To meet extended targets for tangible and
                                intangible asset utilisation

Effectively implement the Results and Services Plan

The Commission’s 2007-08 Results and Services Plan has been reviewed by Budget Committee
of Cabinet and was subsequently endorsed by the Minister for Citizenship and NSW Treasury.
The Results and Services Plan is a central document of planning within the Commission and
reflects the NSW State Plan priorities in respect to community harmony.

Enhance human resource management systems

The Commission, through its service provider for payroll, the Central Corporate Services
Unit, will be implementing enhanced electronic leave management processes during 2007-08.
A review has also commenced and a shortlist process will be made for possible systems that
will improve its staff performance and development management processes.

Ensure that policies incorporate social and environmental
responsible targets

The Commission conducted a review of its Australian Building Greenhouse Scheme rating
during 2006-07. The result of the rating assessment will be received in 2007-08. The Commission
is committed to meeting benchmarks that are under its control in its co-occupied office location.

Waste reduction and recycling procedures continued to be applied both in day to day operations
and procurement processes.

Improve the amenities for customers and staff

In June 2007, work commenced in the Castlereagh Street premises on improving customer
service areas and in the Newcastle office to house information and communication technology
infrastructure for disaster recovery planning.

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         Critical success factor 4:
          Corporate         4.1     To maintain consistent and responsive internal and
          Objective                 external communication

     Application User Support Group Update

     The Application User Support Group Update is a monthly electronic publication aimed at
     informing employees of the Commission about developments in the information and
     communication technology area. The update is part of the Information and Communication
     Technology Strategic Plan which encourages use of corporate systems to improve
     communication among users, and increase accountability and compliance.

     Nine issues were published in 2006-07 and topics included the timetable for coaching sessions,
     feedback on coaching sessions, status reports on projects, issues, work tips, and contacts of
     system administrators.

     The update was effective in obtaining comments and identifying needs of staff, particularly in
     the use of information and communication technology and work procedures.

     Chairperson staff meetings

     The Chairperson meets with staff quarterly to provide an opportunity for a dialogue on any
     topic concerning the Commission.

     Consultations with the Settlement Services Coalition of NSW

     The Commission has maintained regular consultation with the non-government settlement
     services sector in NSW for many years. Aims of the consultations are to:
     •      foster improved coordination, cooperation and communication between NSW
            Government agencies and non-government organisations working with migrants, refugees
            and humanitarian entrants
     •      enable settlement workers to raise issues of concern and advocate for their clients on a
            State level, as well as providing input into service delivery, policy development and
            community programs with a NSW focus.

     The Commission hosted quarterly consultations with the Settlement Services Coalition of
     NSW in 2006-07. These consultations enabled the Commission to respond to a range of issues
     of concern for settlement workers, and to disseminate information on NSW Government
     initiatives targeting migrant and refugee communities. For example, the Commission:

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

•     made representations to the Australian government on service access needs of particular
      migrant and refugee groups after these were raised during consultations
•     sought advice from Australian and NSW government agencies on various settlement
      issues raised during the consultations and relayed this advice to members
•     facilitated improved dialogue and consultation between community organisations and
      government funding bodies after concerns about funding shortfalls were raised by
      particular communities
•     used the consultations to disseminate information on Commission and other NSW
      Government services and initiatives
•     reported on significant issues raised during consultations to the NSW Government
      Immigration and Settlement Planning Committee to assist in policy development
•     provided members with feedback on policy development at State and national levels.


Kommunicate is the Commission’s quarterly electronic publication that was launched in
September 2006 to provide information on significant initiatives and activities. The publication
also promotes the Commission’s services and extends to the public invitations to events and

Three issues of Kommunicate were published in 2006-07 and distributed electronically to
NSW Government agencies, Members of Parliament, community organisations, consulates
and the ethnic media.

Meetings with local councils

Meetings were held with mayors, councillors, and staff of local councils in Camden, Coffs
Harbour, Liverpool, Orange, Penrith, Tamworth, Wollondilly and Wollongong to discuss local
community issues, the role and purpose of the Commission’s Regional Advisory Councils and
local government representation on these Councils. At meetings of Regional Advisory Councils,
local councils presented and discussed their social plans, in particular strategies to promote
community harmony and to involve people of culturally and linguistically diverse backgrounds
in community events and activities.

Councils have shown an interest in working closely with the Commission’s Regional Advisory
Councils and solid working relationships were established.

Multicultural interagency meetings

The Regional Council Liaison Officers for the Northern and Western regions attended migrant
and multicultural interagency meetings in relevant regions, including Blacktown, Central West
NSW, Gosford, Liverpool and Newcastle.

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     Meetings were attended by a range of community workers and service providers and provided
     an opportunity to share and gather information on services for, or issues affecting people from
     culturally and linguistically diverse backgrounds. These meetings assisted in identifying
     numerous issues, including the settlement needs of Africans in various regions in NSW, and
     employment and infrastructure requirements to service a rapidly increasing population and an
     increasingly diverse population in Western Sydney.

     Presentations by key government and community agencies to
     Regional Advisory Councils

     A number of presentations were given at Regional Advisory Council meetings to increase
     member knowledge of services provided by a range of organisations, agencies and departments,
     and to stimulate discussion and ideas on addressing multicultural issues of concern. In 2006-
     07, presentations explored:
     •     bullying and anti-racism policies in State schools
     •     the Commonwealth’s new industrial relations legislation and how it impacts on culturally
           and linguistically diverse workers
     •     the Department of Immigration and Citizenship’s humanitarian resettlement plans in
           rural and regional areas
     •     the role of the Department of Employment and Workplace Relations and their
           employment-related programs, including Job Network.

         Strategic          4.2     To enhance the profile of the Commission as the
         Corporate                  reference point on community harmony and cultural
         Objective                  diversity.

     Partnership with NSW State Library

     As part of the Commission’s partnership with the NSW State Library to promote online
     resources, the Commission issued bulletins on its initiatives for dissemination to public libraries
     throughout NSW.

     This is an ongoing arrangement under which the State Library passes on information provided
     by the Commission on its publications, for example the annual Community Relations Reports
     and relevant programs or projects initiated by the Commission.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

  Critical success factor 5:
    Corporate            5.1      To recognise and promote the benefits of diversity
    Objective                     to the community

Community Language Allowance Scheme

The Community Language Allowance Scheme is a key strategy to recognise and value the
linguistic skills of agency employees who assist agency clients by providing access to services.

In the 2006-07 round of examinations, 21 agencies nominated 125 candidates for examination
in 33 languages. Seventy-five candidates passed the examination.

Community Relations Commission Awards

                                        A unique book described as a graphic novel – a novel
                                        without words – won the prestigious 2007 Community
                                        Relations Commission Literary Award at a dinner hosted
                                        by the Premier, Morris Iemma. The Arrival by Shaun Tan
                                        explores the migration experience.

                                               At the Sydney Film Festival, a film which explores the
                                               potential for racism creating frightening and dangerous
                                               situations for ordinary Australians won the Community
                                               Relations Commission prize for the Dendy short film
                                               award. Checkpoint tells how members of a Sydney family
Shaun Tan, author of The Arrival and winner of of Lebanese background find themselves under siege
the Commission’s Literary Award, with Premier  during a holiday road trip in NSW. They are stopped at a
Morris Iemma.
                                               checkpoint by intoxicated soldiers claiming they are taking
part in war games, but the family soon realises the soldiers are playing a dangerous game of
their own which could threaten the family’s safety.

Each year, the Community Relations Commission presents an award to a graduate of the
Australian Film Television and Radio School whose entry makes a contribution to
multiculturalism. In 2007, the winner was Paola Morabito, writer and director of the short film
Bread. Judges found that the film, set in a Vietnamese hot bread shop, touchingly portrayed
themes of cross-cultural exchange and community participation, and readily met the high
artistic standard required for the award.

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                                                                        John Nieuwenhuizen, an Australian translator who has
                                                                        achieved international renown for his work in bringing
                                                                        contemporary Dutch literature to English readers, won
                                                                        the important Translation Award at the Premier’s
                                                                        Literary Awards presentation. The Translation Award
                                                                        is jointly sponsored by the Community Relations
                                                                        Commission and PEN, the International Writers Group.

                                                                  Congratulating John Nieuwenhuizen on the award,
                                                                  Commission Chair, Stepan Kerkyasharian said
                                                                  “Australia is one of the leaders in the field of literary
     John Nieuwenhuizen receives the 2007 Translation prize from  translation. This award emphasises that fact by
     Frank Sartor MP, Minister for Planning, Minister for Redfern bringing to light the highly professional and creative
     Waterloo and Minister for the Arts.
                                                                  work of Australian literary translators. It is this
     biculturalism which spawns so many wonderful literary translators that also gives Australia
     such strength in the arts, in business, in trade and even in sport.”

     The Premier and Minister for Citizenship, Morris Iemma, congratulated the winners of the
     2006 Premier’s Chinese Community Service Awards at a ceremony at Government House
     that marked Chinese new year. The winners were:
     •        Quong Tart Lifetime Achievement Award in Community Service, won by Henry Pan
     •        Victor Chang Community Service Award, won by William Chan
     •        Jack Wong Sue Award for Voluntary Service Beyond the Chinese Community, won by
              Thomas Cheong
     •        Young Chinese Volunteer, won by 14 year old Xi May Zhen.

     Left to right: Parliamentary Secretary to the Premier on Trade and Investment, Henry Tsang; Xi May Zhen; Thomas Cheong; Premier Morris Iemma MP;
     William Chan’s father representing his son; Henry Pan; and former Premier of NSW Barry Unsworth.

     Volunteering is an important strategy of the NSW Government’s State Plan to develop
     community harmony. A young Sydney man who has spent years helping children at Villawood
     Detention Centre was named the 2006 Community Relations Commission Volunteer of the
     Year at a ceremony in Parliament House by the (then) Speaker of the Legislative Assembly,
     the Hon John Aquilina.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

Winners were:
•        Volunteer of the Year, Gary Taylor
•        Community Service Award, Sam Nguyen
•        Young Volunteer Award, Malikham Angelique Vongsaya
•        Lifetime Achievement in Community Sector, jointly won by Besir Kerasu and Bawa
         Singh Jagdev.

Left to right: Malikham Angelique Vongsaya, Bawa Singh Jagdev, Sam Nguyen, John Aquilina MP, Gary Taylor, Besir Kerasu and
Commission Chair Stepan Kerkyasharian.

James Ruse Agricultural High School student Jeffrey Ha (age 17) won the Commission’s
prize in the Dorothea Mackellar Poetry Awards for his poem Cultivarcultura.


      White gossamer enslave the                                             But butterflies flutter among the
      Black skinned flies                                                    daisies,
      Within the spider’s web,                                               The Japanese cherry blossoms and
      A mirror reflecting                                                    The yellow skinned daffodils which
      A myriad of colours.                                                   Soak in the chow mein of compost
      Meandering vines                                                       Nourishing life and soul.
      Entwine                                                                French snails leave slime among
      And unite                                                              The tomato and basil,
      The trees,                                                             Basking in the warm multifaceted
      Beneath which a venus flytrap                                          Rays of sunshine
      Lurks,                                                                 With its full spectrum of colours.
      Ready to                                                               A concoction,
      Devour                                                                 A rich plethora
      The black aphids                                                       Of culinary delights is conjured.
      Still cowering in fear                                                 Bellisimo. Tres bien!
      Beneath its leaves.

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     Street Festival project

     The Commission has encouraged and supported local communities to celebrate their cultural
     diversity by organising street festivals since 2000.

     Councils funded under the Street Festival project in 2006-07 were Dubbo City Council in
     September 2006, Penrith City Council in March 2007 and Waverley Council in April 2007.

         Strategic          5.2     To maintain government accountability for the
         Corporate                  implementation of the Principles of Multiculturalism
         Objective                  through the EAPS program and reporting

     Community Relations Commission and Department of Local
     Government Joint Pilot Project to assist local councils implement
     the principles of multiculturalism locally

     The joint project has drafted a Local Council Multicultural Planning Framework, a guide to
     the framework and an information kit. It is planned to publish the framework and kit in late

     Implementation and refinement of the Ethnic Affairs Priorities
     Statement (EAPS) Standards Framework

     As a result of progress by key agencies against the EAPS Standards Framework, the
     Commission introduced a two-yearly reporting cycle for 17 agencies which report against the

     In 2006, the Standards Framework self-assessments and forward plans of six key agencies
     were evaluated and detailed feedback was provided to:
     •     Department of Ageing, Disability and Home Care
     •     Department of the Arts, Sport and Recreation
     •     Department of State and Regional Development
     •     NSW Health
     •     NSW Police Force
     •     WorkCover NSW.

     In 2006-2007, the Commission commenced a review of the EAPS Standards Framework.
     Four consultations were held, involving nine EAPS key agencies. The outcomes of these
     consultations were analysed and tabulated and will be considered in further development of
     the EAPS program with a focus on the Standards Framework as a planning tool.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

Monitoring and assessment of agency compliance against EAPS

The EAPS reports of some 200 NSW Government agencies and state-owned corporations
were assessed for compliance against annual reporting regulations. Outcomes were tabulated
in the Community Relations Report 2006 and feedback was provided to agencies.

Organise networks of agencies to help each other to improve
their EAPS

Work continued with NSW Health to streamline and upgrade EAPS reporting processes between
the department and NSW health system agencies.

Provision of assistance in EAPS planning

Assistance and advice in EAPS planning was provided during 2006-07 to agencies, including:
•     Department of Energy, Utilities and Sustainability
•     Department of Housing
•     Department of State and Regional Development
•     Integral Energy
•     Legal Aid Commission
•     NSW Fire Brigades
•     NSW Police Force
•     Wentworth Park Trust.

                        5.3     To provide opportunities to communities to inform
                                decision-making by government

Community consultation

The Office of the former Minister Assisting the Premier on Citizenship requested that the
Commission coordinate consultation with community groups in Parramatta.

A meeting was attended by 12 members of groups from different cultural backgrounds and
organisations to inform the NSW Government on local issues that concerned the communities.

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     Invited Regional Advisory Council members to attend various
     consultations and forums

     Members of Regional Advisory Councils were invited to participate in several community
     consultations and forums, including the Premier’s State Plan consultations, the forum on the
     Investigation into African Humanitarian Settlement in NSW, the Community Relations
     Commission Symposium, and the African forums.

       Strategic            5.4     To facilitate the participation of people of culturally
       Corporate                    diverse backgrounds on advisory bodies and in
       Objective                    volunteer activities

     Appointment of community representatives to Regional
     Advisory Councils and other government boards

     Over 70 new community representatives from culturally diverse backgrounds across NSW
     were appointed to the Commission’s Regional Advisory Councils across NSW. Community
     members also were recommended for other boards, including the Regional Communities
     Consultative Council.

     Community Resource List

     In accordance with the NSW State Plan goals to keep people safe and build harmonious
     communities, the Commission is establishing a list of respected community members to assist
     the NSW Police Force and the Department of Juvenile Justice in responding to youth offences.

     The project was developed in response to the NSW Police Commissioner identifying to the
     Commission a need for increased involvement by members from different cultural backgrounds.

     As required under the Young Offenders Act 2007, these community members will assist the
     agencies in issuing cautions and participating in youth justice conferences.

     Community members from the Fijian, Lebanese, Samoan, Sudanese, Tongan, Turkish and
     Vietnamese communities will assist the Department of Juvenile Justice and the NSW Police
     Force in the Fairfield, Ku-ring-gai and Manly areas.

     These volunteer community members will engage with young people and get involved in
     restorative youth justice processes through communication and support.

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Multicultural Youth Network

Youth Leaders Day in August 2006 was an initiative of the Multicultural Youth Network and
proved a highly successful addition to the Community Relations Symposium 2006. Members
of the network played a vital role in planning and implementing the event, including the facilitation
of workshops.

The NSW Multicultural Youth Network was set up in 2005 and comprises young advocates
from a range of cultural backgrounds who are committed to working together to promote
cultural identity, awareness, understanding and acceptance.

The network enables young people to build leadership skills that help them work more closely
with and for their local communities. It provides opportunities for young people to raise issues
with the Commission and the NSW Government.

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       Critical success factor 6:
                            6.1     To develop an effective knowledge management

     Customer Information Management System

     The Customer Information Management System is a database of all contacts of the
     Commission, including government agencies, consular offices, community organisations and
     individuals. The system supports operations, including the grants program, EAPS and marketing.

     A complete data update was performed as part of the annual data maintenance program and
     implementation of the Privacy Management Plan.

     More than 1,000 organisations and more than 7,000 contacts are registered in the database.
     This represents a 100 percent achievement in meeting the 2006-07 target for database growth.

     A scope of work was completed to develop an online capability to enable electronic lodgement
     of EAPS reports by agencies.

     System enhancements were performed to improve its functionality and make the system more
     user friendly.

     Electronic document management system

     Implementation of an electronic document management system commenced with the aim to
     complement and enhance online services.

     Systems testing was undertaken to assess the capability of the current system to support
     electronic document management and a systems upgrade will commence in mid 2007.

     Information Management Framework

     The Information Management Framework provides an integrated approach to the management
     of knowledge and information across the organisation.

     Development of the Commission’s corporate plan for 2007-2012 made it necessary to review
     the framework to ensure it aligns and supports the new strategic objectives.

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Several strategies that were implemented focused on the Commission’s organisation of
information. As a result, policy guidelines and procedures have been updated and adjusted,
particularly those relating to privacy, confidentiality, security and destruction.

Savings were achieved through improved work procedures in record keeping and system

Privacy management plan

The Commission acknowledges its privacy responsibilities under the Privacy and Personal
Information Protection Act 1998, and the Health Records and Information Privacy Act

Systems have been established to protect and safeguard personal information collected during
core business. These processes also protect the right to privacy of staff and clients.

The privacy management plan takes into account all privacy principles and identifies objectives
and strategies to meet legislative obligations. Achievements include:
•     performing data verification on computer systems to ensure personal information is
•     modifying forms that are used to collect personal or health information to include a
      suitable privacy statement
•     incorporating privacy awareness into staff training and induction processes for new
•     updating the privacy management plan to align with the new corporate plan and identifying
      and adopting new strategies
•     reviewing and updating the privacy policy.

    Strategic           6.2     To apply continuous improvement to the
    Corporate                   technological and human aspects of the knowledge
    Objective                   management system

Business continuity and disaster recovery

Business continuity and disaster recovery planning continued as a main focus of risk
management. It features improvement strategies to ensure business operations are protected
from potential disruptions.

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     Updating of the Business Continuity and Disaster Recovery Plan commenced with the
     incorporation of strategies to prepare for a potential outbreak of influenza virus that may
     affect Commission staff. Most projects involve documentation of work procedures and systems

     Work commenced on building an alternative information and communication technology site
     for the Commission.

     Corporate training and coaching program

     An annual training program is maintained with focus on business operational requirements.

     During the past few years, the Commission has made a significant investment in information
     and communication technology. To ensure a return on this investment, training sessions focused
     on increasing competence and confidence in the use of corporate systems.

     The Commission’s applications users support group, which comprises expert users, conducted
     nine in-house coaching sessions during 2006-07 and developed training aids or user guides for
     each topic which included:
     •     advanced features of Word
     •     advanced Goldmine training
     •     basic and advanced mail merge
     •     internet basics and improved searching
     •     introduction to computing
     •     introduction to MediaLink
     •     introduction to report query
     •     scheduling appointments using the Outlook calendar
     •     TRIM training.

     System standardisation

     Increasingly, the Commission’s information and communication technology architecture has
     become complex, fragmented, and difficult to maintain.

     In response, the architecture has been reviewed as part of the Information and Communication
     Technology Strategic Plan. Significant milestones have been achieved in compatibility,
     standardisation and consolidation of hardware, PCs, software, communications methods and
     support agreements which were assessed and upgraded to improve maintainability, reduce
     the risk of failure, and allow a reduction in support costs.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW

    Critical success factor 7:
                       7.1      To maintain an effective leadership system
                                throughout the Commission

Appointment of youth representatives of Regional Advisory Councils

A new policy was developed in 2005-06 to include at least one young person on each of the
Commission’s Regional Advisory Councils. Membership is for terms of up to three years. In
2006-07 eight young people aged between 18 and 25 were appointed to the Albury, Blacktown,
Griffith, Hornsby and Central Coast, Illawarra, New England and Northern Regional Advisory
Councils. This involvement gives youth representatives the opportunity to become involved in
raising issues that affect young people in the community. They are mentored in multicultural
and community relations, and provided with leadership skills in these areas.

Communication and planning system

A communication and planning system was implemented throughout the year. This created a
framework to improve communication and enhance working relationships within the Community
Relations Commission. The system aims to:
•     support, recognise and value the contribution of employees’ achievements in attaining
      organisational goals
•     build trust and improve communication and feedback between employees, supervisors
      and managers
•     provide opportunities for employees to participate in formal exchanges about their work
      and determine how they can be supported in achieving their work goals
•     define manager or supervisor and employee responsibilities and expectations.

The system was implemented through a formal discussion between supervisors and employees
for whom they are responsible. Supervisors and their employees discussed goals of the work
area and their respective roles and responsibilities, and this information was used to plan
projects and provide feedback on key issues affecting the work area. The process also included
training opportunities and support in improving efficiency.

COMMUNITY RELATIONS COMMISSION For a multicultural NS W • A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7

       Strategic            7.2      To align the Commission’s organisational culture to
       Corporate                     support leadership to achieve the Commission’s
       Objective                     strategic direction

     In-house committees

     Leadership was encouraged through support for activities of the various in-house committees
     with cross functional representations.

     The Application User Support Group (AUSG) comprising expert users of corporate applications
     met monthly and resolved user issues relating to information and communication technologies.
     The group facilitated resolution of business processes impacted on by technology, including
     the help desk process and network access. Monthly coaching sessions assisted in improving
     staff skills in the use of corporate applications. The AUSG Update was published monthly to
     keep staff informed on the progress of projects. These initiatives contributed to the successful
     achievements of the strategic objectives of the Information and Communication Strategic

     Occupational Health and Safety Committee

     The appointment of new members to the Occupational Health and Safety Committee enables
     it to continue to monitor and address occupational health and safety concerns by staff and to
     notify management of these concerns.

     New members who were nominated to represent their divisions on the committee undertook
     training in the skills necessary to provide leadership in this area and to be able to give
     appropriate advice to the Commission.

     The Occupational Health and Safety Committee inspected all Commission workplaces including
     regional offices.

     A N N U A L R E P O R T 2 0 0 6 – 2 0 0 7 • COMMUNITY RELATIONS COMMISSION For a multicultural NSW