LGBT people and public services

A good practice guide from Stonewall Scotland


To download these files, you may need to right click on the relevant link and select 'Save Target As…' from the resulting menu (the exact wording will vary according to your choice of web browser).

Working with Stonewall Scotland

Stonewall Scotland works with public service staff to improve awareness and understanding of the issues that affect LGBT people day to day and why those issues might affect the way that LGBT people access services. Sometimes someone’s sexual orientation1 or gender identity2 will not be relevant to a service, but other times it could be crucial to the way a service handles the enquiry or complaint.

This resource will help you test your knowledge and assumptions through an interactive quiz and a series of dramatised case studies. At the end of the module there is a test covering key learning outcomes from this resource.

Each case study will take around 15 minutes to complete. You can choose to watch the clips that seem most relevant to the specific challenges of your organisation. You should remember, however, that the clips are designed to be relatively transferable to different organisations and the points raised in each scenario are reflective of LGBT people's experiences much more broadly – not just the specific context of that clip. The learning outcomes attached to each clip reflect this broader relevance.

  1. Everyone has a sexual orientation. Sexual orientation is a combination of emotional, romantic, sexual or affectionate attraction to another person. In other words, it's about who you are attracted to, who you might fall in love with or want to live your life with. Sexual orientation should not be regarded as just about sex it is also about a person’s identity.
  2. Everyone also has a gender identity, and this relates to the way a person experience their gender. Some people find the gender they were assigned at birth (male or female) does not reflect how they feel about their own identity. You will learn more about gender identity and transitioning in case study 6.

Quiz >