3 Simple Steps to Navigate the In-Between Stages of Inclusivity

One of the significant challenges for organizations committed to improving inclusivity is navigating the period between when necessary changes are being planned and when they are implemented. Whether you are sorting out the need for all-gender washrooms or updating information systems to differentiate between legal and chosen names, these changes take time (sometimes years), making this stage difficult to manage.

So, what can frontline staff do when concerns are raised by a transgender client about their needs not being met, but the organization has yet to implement these necessary structural changes? These three simple steps can really help!

1. Lead with compassion and sensitivity

Initiating a conversation about this topic can be a very nerve-wracking experience, so thank the transgender client for bringing up the issue and avoid reacting dismissively or defensively. If these structures have yet to be set-up, that does not make it your fault, but responding to these issues in a compassionate manner can go a long way in easing the discomfort of your transgender clients. Frontline staff represent the organization, and a supportive, compassionate approach can build rapport and foster trust with your client base, as well as protect the organization from reputational harm in the process.

2. Be transparent

If your organization is working on improving its systems and facilities, do not be shy about sharing that! Transgender clients will appreciate honesty about the current state of structures. If your organization is not working on these changes yet, let the client know you will document their concern and share it with your manager to support future changes for transgender clients. Providing the client with information on how to raise their own concerns with the organization would also be a great option here.

3. Implement temporary workarounds

In some cases, you can implement a temporary workaround until more inclusive system updates are made. One simple approach is to ensure that there is a designated place to store necessary information that relevant people in your organization are aware of and can easily access. This could look like a clearly visible section at the top of a client's file or a comments section where relevant information can be stored, such as a note of a transgender client’s chosen name to be used instead of their legal name. The most important part of this is to ensure that everyone in your organization is aware of these temporary accommodations and knows exactly where to find the necessary information to meet transgender clients' requests.

Ultimately, frontline staff are not responsible for developing long-term solutions to structural limitations. However, if you have had an issue brought to your attention that could impact transgender clients, reaching out to leaders who do have the ability to implement solutions is vital. The saying holds true in this case: “If you see something, say something.” Understanding the issues transgender clients face and being empowered to raise these concerns with peers and leaders are key steps toward improving their experience and creating a real momentum for change.

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