This document provides a guide for effectively engaging with culturally and linguistically diverse (CALD) communities in Queensland, Australia, based on lessons learned during the COVID-19 pandemic. It emphasizes a “Triangle of Trust” framework, built on trust, empathy, and engagement to foster strong relationships. The guide covers understanding cultural complexities, building trust, community care, empowerment, and connecting communities with decision-making processes. Organizations can utilize this document by:

• Understanding Cultural Complexity: Move beyond acknowledging diversity and adopt an empathetic approach to understand the unique perspectives and needs of each community.
• Building Trust: Foster open communication, active listening, and collaboration to build confidence and encourage community partnership.
• Sector & Community Care: Support the well-being of both the settlement sector and CALD communities by acknowledging their challenges and providing resources and strategies for resilience.
• Empowerment: Facilitate a shift from top-down approaches to collaborative and empowering models where communities take the lead in addressing their own needs.
• Connecting to Decision-Making: Bridge the gap between community engagement and public decision-making by supporting “boundary spanners” who connect communities with government decision-makers.