Developing a Culturally Competent Workforce for a Culturally Diverse Population


Live webinar will be held Wednesday, March 13, 2019 (1:30-2:45 US East Time Zone)


Online registration link available below


This training program is intended for staff and students from many levels, disciplines, and settings (both facility and community-based), including staff involved in providing long term care (e.g., nursing staff and administrators), as well as behavioral health staff who work with older adults.

Additionally, staff from Adult Protective Services, home health, adult day healthcare, respite care, area agencies on aging, Emergency Department staff of acute care hospitals, hospital discharge planners, and others serving older adults could benefit from the training.

As always, students in any field of aging are encouraged to attend!


Cultural competency and cultural diversity for health care organizations and residential facilities encompass a vast topic. This webinar will initiate the discussion of changing the organizational culture for providers and identify opportunities to provide culturally competent care and supports. Recent research offers a blueprint for sustainable change in diversity management and cultural competence reporting that values of leadership towards diversity increase the health care organization’s performance and quality for those served. Multiple State and Federal regulations influence health care providers and their efforts to address cultural competency. The session will address many of these, including but not limited to, Title VI, the Centers for Medicaid and Medicare (CMS) provider requirements, U.S. Department of Justice: Civil Rights Division, the Americans with Disabilities Act and as applicable the Joint Commission Requirements. Because persons with disabilities and/or cultural differences are disproportionally served in the health care setting, this webinar will provide insight into bridging the gaps and addressing the challenges faced by health care for this underserved population. Presenters will provide a variety of resources and “tools for the toolkits” for various types of providers offering ideas for changing the culture while meeting compliance.



  1. Understand the laws and requirements for healthcare operations
  2. Learn the differences between cultural awareness and cultural competency
  3. Language access and service providers
  4. “Toolbox Resources” and tips


Attendees will be able to request a certificate of attendance through the webinar’s exit survey.

These certificates will then be e-mailed a week after the event.


Susan A. Elmore, TRS, SMQT’d LTC, MBA/HCM


Susan Elmore’s career in healthcare, includes a breadth and depth of diverse experiences: 40 years caregiving with persons with disabilities and older adults; over a decade as a Centers for Medicare/Medicaid Services (CMS) Long Term Care Surveyor and many years working with persons of all ages with intellectual/developmental disabilities and/or physical disabilities.  She has a PHD and Masters in Business Administration/HealthCare Management, is a Qualified Intellectual Disabilities Professional (QIDP), and a Therapeutic Recreation Specialist.  She is an advocate for quality of life, care and supports for the person and person centered healthcare.  Many years of “lived experiences” have formulated her advocacy.

Susan is a graduate of Longwood University (BS), University of Phoenix (MBA/HCM) and is finishing her PhD in Healthcare Management at Northcentral University. Susan is a member of several honor societies: Delta Psi Kappa, the International Gold Key Honour Society and Delta Mu Lambda.  She is on multiple statewide committees promoting and/or advancing the focus on cultural competencies, access and functional needs and/or advocacy and understanding of different needs of the person in the particular healthcare or emergency preparedness setting. Her interests include learning and respecting all persons and the factors which make their quality of life unique, including respect for those who have physical and mental challenges, brain injury, deaf, late deafened, or multiple complex challenges.

Karla Almendarez-Ramos


Karla Almendarez-Ramos, Manager of City of Richmond’s Office of Multicultural Affairs. Her job is to oversee the City’s Language Access Plan implementation ensuring City services are accessible to diverse cultural communities and others with limited English proficiency. The plan includes development and implementation of outreach and employee trainings. She supervises a team of five, which includes two interpreter/translators, a multicultural outreach specialist, and administrative liaison and the language access coordinator.

Before, she was a Multicultural Outreach Specialist in the Public Affairs Division at the Virginia Department of Emergency Management (VDEM); her job was to function as a liaison and spokesperson for the Ready/Listo Virginia emergency preparedness campaign. She helped in the development of targeted marketing and communications campaigns and tools directed to the Hispanic and other diverse communities.

During state emergencies, Karla became a spokesperson from the state of Virginia and assisted in the translation and distribution of information in Spanish from the Virginia Emergency Response Team as well as production and distribution of Sign Language content. She maintained the Listo Virginia Twitter and Facebook pages as part of the preparedness and response role.

With her help, VDEM was able to support local Emergency Managers in their outreach to Latino groups within their communities by applying cultural competence knowledge into their outreach campaigns.

She graduated from University of Phoenix, with a degree in Business and Marketing and has taken Hispanic Marketing Communication courses at Florida State University.

She is bilingual/bicultural, Spanish and English and trained interpreter.


Jennifer Inker, PhD, MBA, MSG


Dr. Jennifer (Jenny) Inker received her Bachelors degree in Art History from George Washington University, Washington, DC After completing her undergraduate degree, Jenny lived and worked for 21 years in the United Kingdom where she gained a Postgraduate Diploma in Housing Management and a Masters in Science in Strategic Housing Management. She worked in various leadership roles in the affordable housing sector in England and Wales, including non-profit operations management and local government.

Jenny returned to the United States in 2007 and received an MBA in Healthcare Administration from George Washington University in 2011, a Masters in Science in Gerontology from Virginia Commonwealth University in 2013, and a PhD in Health Related Sciences (Gerontology) from Virginia Commonwealth University in 2018. In the U.S. she has worked as an executive director for non-profit and for-profit assisted living providers. Jenny is a licensed assisted living facility administrator in the Commonwealth of Virginia and a certified Myers-Briggs Type Inventory Practitioner (Step I and Step II).

Jenny has been an instructor in the Department of Gerontology at VCU since 2014. She teaches Sociology of Aging, Aging and Human Values, and Long Term Care Administration. Jenny’s research interests include ageism and attitudes to aging, long-term care workforce training, and the development of elderhood.


Online Registration


Webinar recording, slides, and pertinent resources will be posted on this page two to three days after the webinar completion.