Organization experienced growth, and staff and client population were becoming diverse. Staff was reporting tension and client feedback indicated lack of cultural sensitivity.

Line staff and program supervisors requested development of diversity initiative. Upper management did not find value in diversity program.

Met with upper management, program supervisors, and program evaluators to discuss sensitivities on matter and presented client care data related to issues. Developed joint planning team with management, program staff, and client representatives.

Launched voluntary pilot program in one service region. Volunteers read materials, attended workshop presented by outsourced trainer, and integrated training into daily work. Staff participation was higher than expected. Inter-staff conflict subsided and client service satisfaction increased.