The importance of inclusivity in government agencies

In a world where increasing diversity requires different communications and approaches to delivering successful outcomes, acknowledging individuals’ unique identities is critical for organizations at all levels of government. Showing individuals that you see them as a whole person, who might not fit into one particular mold, establishes a layer of trust and a greater sense of connection – both within the workforce and for the individuals served by these agencies.

Inclusivity is a critical part of fostering welcoming environments for all constituents. Fostering it requires small but significant changes in organizational practices. The federal government has the opportunity to convey that it is  inclusive of all identities and can take many shapes: from diverse intake forms to customizing communication strategies to the range of programs and services offered.

The Wide-Reaching Benefits of Inclusivity

Government agencies’ commitment to inclusivity leads to increased public trust and engagement because people are more likely to interact with and support organizations they believe understand and respect their unique identities and needs. Enhanced trust can translate into more effective service deliveries and stronger community relationships.

Inclusive practices drive better organizational performance with diverse teams bringing a variety of perspectives and experiences, which fosters innovative solutions and more comprehensive decision-making. By considering a wider range of viewpoints, agencies are better able to address complex societal challenges more effectively and efficiently, leading to improved communities’ health.

As the country’s demographics evolve and policies are reshaped, ensuring inclusivity helps organizations comply with emerging legal and ethical standards. Policies like the Executive Order on Advancing Racial Equity and Support for Underserved Communities provide a framework for agencies to follow, ensuring they meet their legal obligations while promoting fairness and equity. Adhering to these guidelines not only avoids legal pitfalls but can reinforce commitment to justice and equality. Ensuring your agency’s forms, policies, and marketing are inclusive requires auditing existing materials, and analyzing what needs to change. For instance, HUD regulations like the Equal Access Rule and Fair Housing Rules have added inclusivity requirements for the LGBTQ+ community (previous policies did not include language to protect individuals based on gender identity and sexual orientation.)

Small Changes that Make a Big Impact

As policies, laws, and executive order drive to increase equity for all, including people of color and others who have been historically underserved, marginalized, and adversely affected by persistent poverty and inequalities, with laws and executive orders requiring federal agencies to take steps to advance equity for all, numerous changes in an agency’s approach can create a more welcoming environments that translate to better service.

For example, simple changes to intake forms and other documentation to inclusive language and fields can have substantial impact on how individuals see your organization. Providing options that reflect the diverse identities of the people they serve, for example including gender-neutral options and spaces for preferred pronouns, can make a significant difference in making individuals feel recognized and respected. From a service perspective, this allows employees to build a better relationship with clients, provide them with the appropriate resources, and avoid uncomfortable situations by collecting more detailed client information during intake.

Similarly, the imagery and language used in marketing materials should reflect the diversity of the community. Using photos and graphics that represent different races, genders, sexual orientations, ages, and abilities helps more people feel seen and increases trust in the belief that your agency can be more responsive to individual needs. Language used in marketing and other messaging copy should be inclusive and free from bias. Using gender-neutral language and avoiding stereotypes can help convey that the organization values all identities – without judgment or exclusion.

Programs and services that are one-size-fit-all and fail to cater to the diverse needs of the community will fail their participants. Providing language translation services, ensuring physical accessibility in facilities, and offering programs that address the specific needs of underserved communities is key to helping drive to more successful outcomes. The federal government's initiatives to broaden access to data, improve service delivery, and reduce barriers to accessing public benefits are prime examples of how inclusivity can be integrated into service offerings. By implementing small yet significant changes, organizations can create spaces that respect and value all individuals.

Enhancing Workforce Diversity and Ensuring Accessibility and Support

Without the variety of perspectives and experiences that come naturally from fostering diversity, innovation and engagement will be hampered. The only way to address complex societal challenges and ensure that the needs of all communities are met equitably is to build and listen to a diverse workforce. The mix of experiences and perspectives leads to products and services that resonate better with clients and constituents because it surfaces areas that may not be identified by more homogenous groups.In the U.S., the Office of Personnel Management emphasizes that diversity, equity, inclusion, and accessibility) not only improves individual and team performance but makes workforces more effective in delivering services to the public. Several executive orders and policy frameworks underscore the importance of DEIA, and its mission, across the federal workforce. For instance, an Executive Order issued by President Biden in 2021 mandates that federal agencies prioritize DEIA in their management and strategic planning, including assessing and improving recruitment, hiring, promotion, retention, and training practices. 

Federal agencies are likewise mandated to maximize the accessibility of their physical environments, reducing the need for individual accommodations and providing regular updates on how to file complaints about accessibility barriers. This proactive approach ensures that all employees, regardless of their physical abilities, can navigate and work within and across government spaces seamlessly. 

In further support of inclusivity, the Workforce Recruitment Program, led by the Departments of Defense and Labor, aims to expand job opportunities for college students and recent graduates with disabilities. Federal agencies are encouraged to increase the availability of paid internships, with these programs often supplying competitive hiring processes and valuable career pathways. These agencies must diligently track and report their progress on DEIA initiatives, including demographic data on participation in leadership and professional development programs.

Beyond Moral Imperative

Whether it is organic systems or society, diversity always makes a system stronger. But diversity can’t exist without inclusivity first. Through small, thoughtful changes in practices, the federal government can create more welcoming environments for all individuals to improve public trust, engagement, and overall performance. Support for diversity not only makes sense as a matter of law but creates the conditions for a greater sense of belonging, which leads to healthier individuals, healthier communities, and a healthier society as a whole, building on the founding fathers’ essential hope of making all people equal and granting them life, liberty, and happiness. 

Tristan Louis is CEO and president of Casebook PBC, the innovator of human services software.