CC/HL Trainers Toolbox

Here you'll find an ever-growing list of resources designed to assist Cultural Competency and Health Literacy Master Facilitators as they lead trainings. The various topics included in this 'toolbox' will help Facilitators answers questions during trainings, tailor trainings to specific audiences, as well as bolster facilitation skills.

Google Drive Documents

CLAS Standards Data and Eval DSRIP Facilitation Skills Health Equity Health Literacy
Listservs Language Access Refresher Sessions Special Populations Teach Back Method Unconscious Bias

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Facilitation Skills

Information on how to respond to difficult situations during your trainings. Whether it is a silent crowd, overly-talkative participant or a question that you don't have the answer to, group dynamics can be challenging. The resources below will serve as a guide for handling a wide variety of situations.


Brown University The Harriet W. Sheridan Center for Teaching and Learning, Facilitating Effective Group Discussions: Tips	Do's and don'ts for creating an inclusive environment, keeping discussions constructive and positive, encouraging participants and problems that may arise.
Decision Lens Youtube Video, Facilitation Techniques - Part 1 of 3, 2010	CTO of Decision Lens speaks about strategies for leading an effective meeting including managing challenging personalities, setting ground rules and building consensus. These strategies can be applied in a group training setting.
Denovo Tips for Facilitating Meetings with Different Personality Types, 2016	Suggestions for responding to and managing different personality types in an effort to achieve meeting goals during a training session.
FacilitatorU Dealing with Difficult Behaviors, 2013	Tips and tricks for responding to participants who dominate the discussion, insert personal agendas, talk off subject or have side conversations during your trainings.

Data and Evaluation

Data can be used to tell a story about the value of incorporating culturally competent/health literate strategies into our daily workflow. It is critical to think about evaluation and data that shows the impact of such strategies on the communities we serve.


PolicyLink PERE USC Program for Environmental and Regional Equity, Equity Profile of Long Island	This profile analyzes the state of health equity and inclusive growth on Long Island, and the accompanying policy brief, Empowering Black Long Island: How Equity is Key to the Future of Nassau and Suffolk Counties, summarizes the data and presents recommendations to advance health equity and inclusive growth.
National Quality Forum A Comprehensive Framework and Preferred Practices for Measuring and Reporting Cultural Competency	The report outlines a comprehensive framework-a road map-for measuring and reporting cultural competency, endorsed by NQF in 2008. The report also details a set of 45 preferred practices for providing culturally competent care covering a range of issues, including communication, community engagement, and workforce training. These practices were also endorsed by NQF in 2008.
The New York Times 2013 Article, Sabrina Tavernise, "The Health Toll of Immigration"	"Becoming an American can be bad for your health." A NYT article that helps in explaining the disparities found on the CCHL data slides related to Hispanics and certain health indicators.
U.S. Department of Health & Human Services Tracking CLAS	This map tracks efforts to promote or implement culturally and linguistically appropriate services (CLAS).
Long Island Health Collaborative Cumulative Report: CCHL Program Evaluation	This document provides an analysis of information compiled during all of the Cultural Competency Health Literacy (CCHL) training sessions and subsequent follow-up from November 2016 to December 2018.

Health Literacy

According to the US Department of Health and Human Services, Health Literacy is defined as the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions. While working with community members, it is important to consider the literacy level of information being provided to clients to ensure our interactions and communications are effective. According to the US Department of Health and Human Services, health literacy is defined as,

"...the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions."

While working with community members, it is important to consider the literacy level of information being provided to clients to ensure our interactions and communications are effective.


Institute of Medicine of the National Academies Ten Attributes of Health Literate Healthcare Organizations	This paper describes 10 attributes of health literate health care organizations, that is, health care organizations that make it easier for people to navigate, understand, and use information and services to take care of their health.
AHRQ Health Literacy University Precautions Toolkit	The AHRQ Health Literacy Universal Precautions Toolkit, 2nd edition, can help primary care practices reduce the complexity of health care, increase patient understanding of health information, and enhance support for patients of all health literacy levels.
AHRQ Implementing Health Literacy Universal Precautions Video	Dr. Darren DeWalt , UNC Center for Health Promotion and Disease Prevention describes implementation of health literacy universal precautions using the AHRQ toolkit.
CMS Toolkit for Making Written Material Clear and Effective	Offered by the Centers for Medicare and Medicaid Services (CMS), this 11-part Toolkit provides a detailed and comprehensive set of tools to help you make written material in printed formats easier for people to read, understand, and use.
U.S. National Library of Medicine HealthReach, Health Information in Many Languages	Search for culturally competent, multi-lingual materials on a variety of health issues that are suitable according to health literacy standards for the clients you serve.
University of Washington Medical Center Patient and Family Education Services, "Culture Clues"	Culture Clues\|\|special8482\|\| are tip sheets for clinicians. They are designed to increase awareness about concepts and preferences of patients from the diverse cultures served by University of Washington Medical Center.

Language Access

Assuring clients are being assisted in their preferred language plays a vital role in the provision of high quality service delivery.


New York State Department of Labor Language Access Resources	On October 6, 2011, Governor Andrew M. Cuomo issued Executive Order 26, which directed state agencies to provide language assistance services (translation and interpretation) to people of Limited English Proficiency (LEP). Individuals of LEP are identified in a Language Access Plan developed by each agency.
New York Lawyers for the Public Interest Fact Sheets and Resources	Offers information on legal disability, environmental, health and language access justice.
Certification Commission for Healthcare Interpreters CCHI Interpreter Registry	This National Certified Interpreter Registry includes CoreCHI\|\|special8482\|\| and CHI\|\|special8482\|\| certification recipients, as well as Candidates, CoreCHI\|\|special8482\|\| Candidates, and CHI\|\|special8482\|\| Candidates. Any "Candidate" status signifies that an interpreter is eligible to take a corresponding exam, but has not taken it yet.

National CLAS Standards

The U.S. Department of Health and Human Services developed the National CLAS Standards, a set of 15 action steps to advance health equity, quality and eliminate healthcare disparities. In conjunction, there are several guides and blueprint tools usable by community-serving organizations to adhere to these standards in practice. Implementing the National CLAS Standards can help your organization meet accreditation requirements and align with performance metrics in your field.


U.S. Department of Health and Human Services Office of Minority Health National Standards for Culturally and Linguistically Appropriate Services CLAS in Health and Healthcare	The National CLAS Standards are intended to advance health equity, improve quality, and help eliminate health care disparities by establishing a blueprint for health and health care organizations.
U.S. Department of Health and Human Services National Standards for Culturally and Linguistically Appropriate Services in Health and Healthcare: A Blueprint for Advancing and Sustaining CLAS Policy and Practice, 2013	The Blueprint is an implementation guide to help you advance and sustain culturally and linguistically appropriate services within your organization. It offers concise, practical information on how to use the National Standards for Culturally and Linguistically Appropriate Services (CLAS) in Health and Health Care at your organization.
CMS Office of Minority Health A Practical Guide to Implementing the National CLAS Standards	The National Committee for Quality Assurance developed a guide for organizations committed to pursuing the National CLAS Standards. The purpose of this toolkit is to enable organizations to implement the National CLAS Standards and improve health equity. It is organized according to the enhanced National CLAS Standards, and provides practical tools and examples of CLAS, in addition to efforts to implement the National CLAS Standards that can be adapted for use by health care organizations.
U.S. Department of Health and Human Services Office of Minority Health Resource Library	An ongoing library of resources for information on culturally and linguistically appropriate services, cultural and linguistic competency, health equity, health disparities, and much more. Includes videos, trainings, fact sheets, reports, scientific papers, and toolkits.

Joint Commission Health Equity Resources

The Joint Commission accredits and certifies nearly 21,000 health care organizations and programs in the United States. Joint Commission accreditation and certification is recognized nationwide as a symbol of quality that reflects an organization's commitment to meeting certain performance standards.


The Joint Commission Health Equity Resources	Visit The Joint Commission's landing page for Health Equity
The Joint Commission Advancing Effective Communication, Cultural Competence, and Patient-and Family-Centered Care: A Roadmap for Hospitals	The Joint Commission developed Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care: A Roadmap for Hospitals to inspire hospitals to integrate concepts from the fields of communication, cultural competence, and patient- and family-centered care into their organizations.
The Joint Commission Improving the Informed Consent Process in the Hospital Setting	To improve the informed consent process, the Agency for Healthcare Research and Quality (AHRQ) engaged The Joint Commission and Abt Associates to provide guidance through free online courses for hospital leadership and other health care professionals.
The Joint Commission Advancing Effective Communication, Cultural Competence, and Patient- and Family-Centered Care for the Lesbian, Gay, Bisexual, and Transgender (LGBT) Community	Every hospital and health care organization is unique. Whether an organization is just beginning to address the needs of LGBT patients and families, or has worked to develop a culture of inclusivity for years, this field guide can be a resource.

System Transformation Resources

Are you curious to find out more about the Delivery System Reform Incentive Payment (DSRIP) Program's focus on addressing gaps in Cultural Competency and Health Literacy around the State? Our region's two Performing Provider Systems (PPS), Nassau Queens PPS and Suffolk Care Collaborative, have developed comprehensive plans for addressing these gaps within their areas of focus.


New York State Department of Health DSRIP Cultural Competency and Health Literacy PowerPoint	PowerPoint offered by the NYS Department of Health during an all PPS meeting in 2016 outlining the Cultural Competency and Health Literacy Collaborative.
Nassau Queens Performing Provider System Cultural Competency and Health Literacy Presentation	Nassau Queens Performing Provider System offered a WebEx on Cultural Competency and Health Literacy to attested partners in 2016. View the slides here.
Suffolk Care Collaborative Cultural Competency Health Literacy Learning Module	Suffolk Care Collaborative offers a cultural competency health literacy learning module which establishes an overview of concepts used to enhance both patients' and providers' understanding of the health care system.
CMS Office of Minority Health A Practical Guide to Implementing the National CLAS Standards	The National Committee for Quality Assurance developed a guide for organizations committed to pursuing the National CLAS Standards. The purpose of this toolkit is to enable organizations to implement the National CLAS Standards and improve health equity. It is organized according to the enhanced National CLAS Standards, and provides practical tools and examples of CLAS, in addition to efforts to implement the National CLAS Standards that can be adapted for use by health care organizations.

Unconscious Bias

Unconscious bias refers to a prejudice someone carries that is influenced by variables beyond our control. Such biases can be triggered by making snap judgments. Being aware that such unconscious biases exist can be the first step to changing their impact on our thoughts and behaviors. For more information on this topic, check out the following resources.


Project Implicit\|\|special174\|\| Implicit Association Test	Project Implicit is a non-profit organization and international collaboration between researchers who are interested in implicit social cognition - thoughts and feelings outside of conscious awareness and control. The goal of the organization is to educate the public about hidden biases and to provide a "virtual laboratory" for collecting data on the Internet.
Southern Poverty Law Center Teaching Tolerance	Founded in 1991 by the Southern Poverty Law Center, Teaching Tolerance is dedicated to reducing prejudice, improving inter-group relations and supporting equitable school experiences for our nation's children.
UCSF Office of Diversity and Outreach Unconscious Bias	Are you looking for more information on unconscious bias? UCSF is committed to building a broad community, to nurture a culture that is welcoming and supportive, and to engage diverse ideas for the provision of culturally competent education, discovery, and patient care.

Special Populations

As the populations we serve continue to grow in diversity, we are consistently exposed to individuals with unique and sometimes unexpected needs. By familiarizing ourselves with the needs of various populations, we will be able to better serve our clients and communities. The following resources share information related to how to work with, and advocate for, special populations.


University at Albany State University of New York School of Public Health's Advancing Cultural Competence Certificate Program	The Advancing Cultural Competence Certificate Program provides you with informed and effective continuing education through 12.5 hours of self-paced, online coursework.
Human Rights Campaign Foundation All Children All Families, Benchmarks of LGBTQ Cultural Competency	Agencies that demonstrate they have achieved these ten benchmarks will be designated "Leaders in Supporting and Serving LGBTQ Youth & Families" and awarded the Seal of Recognition.
National LGBT Cancer Network Best Practices in Creating and Delivering LGBTQ Cultural Competency Trainings	The manual offers a conceptual framework that coordinates learning theory, training skills, content and evaluation. The manual is also useful for assessing existing curricula and for guidance when making routine updates.
Advocacy Unlimited, Inc. Online Self-Study Courses	Provides an introduction to developing cultural competency in the areas of: African American Culture; Latino/Hispanic Cultures; Chinese Culture; American Indian/Alaska Native Culture; Deaf Persons and Respectful Disability Language.
AHRQ Strategies to Improve Communication Between Pharmacy Staff and Patients: Training Program for Pharmacy Staff	This training program is designed to introduce pharmacists to the problem of low health literacy in patient populations and to identify the implications of this problem for the delivery of health care services. The program also explains techniques that pharmacy staff members can use to improve communication with patients who may have limited health literacy skills.

Valuable Listservs

Join the discussion! Do you know of a valuable Listserv you would like to share? Contact the Long Island Health Collaborative.


Institute for Healthcare Advancement Health Literacy Discussion List Home Page	Institute for Healthcare Advancement is a not-for-profit, private operating foundation providing health care
Office of Mental Health Bureau of Cultural Competence Discussion List	The Cultural Competence LISTSERV\|\|special174\|\| list was established to provide the New York State Human Service and Behavioral Health community the vehicle to network, build and strengthen culturally competent services.

Teach Back Method

The teach-back method is one health literacy technique that can be utilized to find out how a client has interpreted the information being communicated to them.


AHRQ Health Literacy Universal Precautions Toolkit Use the Teach-Back Method-Tool 5	Regardless of a patient's health literacy level, it is important that staff ensure that patients understand the information they have been given. The teach-back method is a way of checking understanding by asking patients to state in their own words what they need to know or do about their health. It is a way to confirm that you have explained things in a manner your patients understand.
Institute for Healthcare Improvement Always Use Teach Back!	The Always Use Teach Back! tools can be used to confirm patient understanding of care instructions by asking patients to repeat the instructions using their own words.
Truman Medical Centers Hospital Hill, Teach Back Method-Diabetes	This video demonstrates use of the teach back method for a patient being discharged with instructions on how to administer a new medication.
Institute for Healthcare Improvement What is Teach-Back?	Suggestions for using the teach back technique with the clients you serve.

Refresher Sessions

The Long Island Health Collaborative hosts regular Refresher Session with Master Facilitators and those involved in this regional Cultural Competency and Health Literacy training program. You can see the outcomes of these sessions here.


First CCHL Refresher Session for Master Facilitators June 1, 2017 Melville, NY	Eligible CCHL Master Facilitators met at Catholic Health Services of Long Island, Melville, NY, for the opportunity to network, share plans for CCHL strategy implementation at their respective organizations, review TTT curriculum, ask questions from a subject-matter expert and obtain new tools which will support them in their role as "Master Facilitator". Qualitative Analysis: Key Themes and Findings
CCHL Refresher Session Part II: What's New, and What's Next October 24, 2017 Virtual Webinar	The webinar included an overview of data collected during the first refresher session that was held in June, an explanation of the CCHL program's evaluation process, new tools created due to feedback from Master Facilitators, and a demonstration of the CCHL website. You can watch the webinar by clicking here

Google Drive "How To"

Learn how to retrieve up-to-date CCHL training documents from the cloud service, Google Drive.

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