Sample LGBTIQ Inclusion Policy

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Sample LGBTIQ Inclusion Policy

Sample LGBTIQ Inclusion Policy


Client Rights and Service Charter, Client Feedback

Procedures manual:





Tasmanian Anti-Discrimination Act 1998



DHHS Quality Standards 2009:



SHE is inclusive of same sex attracted, bi-sexual, pan-sexual and transgender women. SHE policies and procedure reflect the need for inclusion of diverse communities. This policy aims to promote recognition, responsiveness and appropriate service delivery to people from the LGBTIQ community. It is important to SHE that we provide a physically and emotionally safe place for all members of our community.

A welcoming environment

SHE acknowledges that the LGBTI community may experience discrimination, bullying or subtle exclusions when attempting to access support services. In response to this SHE will endeavour to;

  • Display LGBTIQ posters, stickers and/or symbols in waiting areas
  • Provide LGBTIQ information and images in educational or promotional materials produced by the service
  • List or advertise the service in the LGBTIQ press
  • Avoid assumptions regarding a person’s sexual orientation or gender identity
  • Address transgender people with their preferred gender
  • Include a welcoming statement on our website
  • When collecting demographic information, ensure there are opportunities for people to identify as LGBTIQ
  • Actively participate in significant celebrations and events important to the LGBTIQ community, such as International Day against Homophobia and Transphobia
  • Actively seek appropriate partnerships with LGBTIQ organisations

Staff education and training

Staff, volunteers and students will be supported to participate in education and support to ensure a skilled workplace that is up-to-date with issues effecting LGBTIQ people. Training delivered to other organisations and groups will include recognition of LGBTIQ communities.

SHE will endeavour to;

  • Represent the LGBTIQ community in regard to domestic violence and abuse
  • Identify and challenge discriminatory beliefs and behaviours (including heterosexism, homophobia and transphobia) about LGBTIQ people, both at the personal and organisational level
  • Maintain familiarity with key LGBTIQ health and wellbeing issues such as the health-related effects of discrimination
  • Meet staff obligations towards LGBTIQ clients under the Equal Opportunity Act, and federal legislation recognising same-sex couples
  • Use inclusive and non-discriminatory language when dealing with LGBTIQ clients and their family members (particularly transgender clients)
  • Recognition of the diversity of intimate and caring relationships, including recognition of same-sex partners and non-biological parents
  • Disseminate relevant reports, studies and research to the workforce
  • Ensure staff are aware of the legal requirements contained in legislation such as the Tasmanian Anti-Discrimination Act 1998.

Staff-client communication

Openly LGBTIQ staff will be supported to represent SHE on LGBTIQ issues where appropriate.

It is important that LGBTIQ clients feel comfortable interacting with and providing relevant information to staff, volunteers and students. To maximise client comfort SHE staff, volunteers and students will endeavour to practice the following:

  • Signal to clients that they are welcome to discuss their sexual orientation, gender identity and relationship status, and that heterosexuality is not presumed
  • Remember that a client may not choose to disclose their sexuality or gender identity and this position should be respected
  • Use open and inclusive questions that are gender neutral and demonstrate acceptance (for example, ‘Do you have a partner? Are you in a relationship? What is your partner’s name?’)
  • Consider using additional prompts when knowing a client’s sexual orientation or gender identity impacts on their quality of care (for example, ‘In our service we see both straight and gay people…’)
  • Respond positively when LGBTIQ clients are open about their sexual orientation, gender identity or intersex condition. Be aware that some clients may be unsure of their sexual orientation and gender identity while others may be in the initial stages of ‘coming out’
  • Be sensitive to the different ways in which LGBTIQ people talk about their sexual orientation, gender identity or intersex condition. Address LGBTIQ clients using terms that are respectful and consistent with their self-understanding. If unsure, ask clients how they would like to be addressed
  • Understand that sexual orientation and gender identity may be fluid or fixed, and that different LGBTIQ people will prefer LGBTIQ-specific or mainstream community connections
  • Provide extra support and sensitivity to LGBTIQ people who have disclosed experiences of homophobic violence, particularly as many believe they will not be taken seriously or that the issue will be trivialised.


As LGBTIQ clients may have specific concerns about what is recorded in their client notes, SHE staff will endeavour to;

  • Seek a client’s consent when recording information about their sexual orientation, gender identity or intersex condition
  • Inform clients why the information is needed, how it will be used and stored, and to whom it will be made available (such as referrals)
  • Include optional self-identification in the categories of sexual orientation, gender identity, intersex condition, relationship and family status.
  • Be sensitive to disclosure and confidentiality

Feedback and Compliments

In order to improve the service all clients will be encouraged to provide anonymous feedback on their experience with SHE.


Many thanks to Support Help & Empowerment (SHE) for sharing their organisation's LGBTIQ Inclusion Policy.