Your rights Your voice Legal | Advocacy | Education
Annual Report 2018-2019 2 | Seniors Rights Service Annual Report | 2018 - 2019 | 3
The purpose of Seniors Rights Service is to foster communities where older members of society are aware of, actively exercising, and defending their individual rights in a society that respects and values older people and promotes and upholds their rights. Principles In all of its endeavours, Seniors Rights Service will: • empower older people as rights holders and active contributors to society • provide high-quality and timely service • provide access and equity in service to seniors, regardless of race, colour, national or ethnic origin, gender, marital status, disability, religion, political beliefs, sexual preference, or other characteristic • support capacity development of staff to ensure they can deliver high quality service • collaborate with other organisations in pursuit of common goals • work with broader civil society to foster respect for older members of society and their individual rights.
Priority Populations Seniors Rights Service will prioritise engagement with older people who are: • disadvantaged and vulnerable • in regional, rural and remote locations • culturally and linguistically diverse • Aboriginal or Torres Strait Islander • lesbian, gay, bisexual, transgender, intersex, queer and/or others.
Seniors Rights Service is a proud member of: 4 | Seniors Rights Service Annual Report | 2018 - 2019 | 5
Contents 2018-2019 at a Glance
2018-2019 at a Glance...... 5 OUR PRIORITY POPULATIONS...... 60 Legal Advocacy Education President’s Report...... 6 Our Work with Aboriginal and Torres Strait Islander People...... 62 Chief Executive Officer’s Report ...... 8 Our Work in Regional, Rural and Remote NSW...... 63 3,422 4,451 34,366 Meet the Team: Staff Listing ...... 12 Our Work with Disadvantaged and legal services to older people advocacy services to people attended our Meet the Team ...... 14 Vulnerable People ...... 64 recipients of aged care OUR LEGAL SERVICES...... 16 Our Work with People from Culturally Legal Case Studies...... 22 and Linguistically Diverse Backgrounds...... 65 24.8% 1,042 Our Work with Older LGBTIQ+ People...... 66 27.3% OUR ADVOCACY SERVICES...... 28 from previous year education events and forums from previous year Social Worker Service for Clients Some Media Coverage of Our Work...... 67 Experiencing Abuse...... 35 Our International Work...... 68 Regional Advocacy Report ...... 36 21.3% Some Highlights of the Year...... 69 Aged Care Navigator Trial ...... 39 Customer and FINALIST – Human Rights Award 2018 ...... 69 Over Info Bingo … our Advocates across NSW ...... 40 Women, Ageing and Disadvantage satisfaction Advocacy Case Studies ...... 42 Symposium 2018...... 70 percentage: 29.4% World Elder Abuse Awareness Day 2019 ...... 71 50% OUR EDUCATION SERVICES...... 46 respectively from last year of the clients for Education Report ...... 48 SENIORS RIGHTS SERVICE our advocacy services INCORPORATED FINANCIAL REPORT 92% OUR COMMUNICATIONS AND MEDIA...... 54 were from regional, YEAR ENDED 30 JUNE 2019...... 72 Based on feedback from rural or remote locations. Communications and Media Report ...... 56 more than 1,100 clients Our Commitment to Customer Satisfaction ...... 58 57.5% of the Strata Legal Service Growth in Strata Legal Service 1,042 over the past two years education sessions were in regional, rural and remote areas with 15,671 attendees Seniors Rights Service recognises and acknowledges Aboriginal and Torres Strait Islander peoples as Australia’s First Peoples. We pay our respects to Elders – past, present and emerging – and to the Aboriginal and Torres Strait Islander peoples and communities on whose lands we work. Q1 2017 Q2 2017 Q3 2017 Q4 2017 Q1 2018 Q2 2018 Q3 2018 Q4 2018 Q1 2019 6 | Seniors Rights Service Annual Report | 2018 - 2019 | 7
President’s Report
The extraordinary outcomes Seniors Rights Service has produced over the past year – a service delivery increase of 20-25% from the previous year – demonstrates the passion and commitment of our staff and volunteers as well as the positive relationships we have with state and federal bodies.
This increase is partly a result of our staff I sincerely thank the staff and volunteers of Seniors Rights expansion and extended reach across Service, CEO Russell Westacott and fellow board directors NSW. But it is also clear that demand for for their expertise and sheer hard work. I welcome our services from seniors, carers and Carolyn Parker and Carole Ferguson to the board, and stakeholders has risen. To meet this thank Kwesi Addo for his year-long – and excellent – demand year after year may present an contribution as a board director. Very recently we have issue in future if our limited resources included two new board members, Ross Halfacree cannot increase. I look forward to and Anne Zele, and we look forward to working with working with our funders to guarantee them. Maureen Walsh, board director and Chair of the that we can adequately meet the needs of older people Reconciliation Action Plan Advisory Group, has resigned. living in NSW. I thank her for bringing her extensive experience and unique insights to the table and helping to bring about As part of our 2025 Strategic Plan, which we are currently cultural change within the organisation. We look forward developing with the input of staff and board members, to the future inclusion of other Aboriginal and Torres the future of Seniors Rights Service will likely involve the Strait Islander members to our board. streamlining of some of our services, ensuring that the organisation prioritises the work that matters most. I would also like to thank our client group for their trust in us and for seeking our support. We don’t take this lightly One of our organisation-wide priorities is the and will continue to provide effective services to older development of our Reconciliation Action Plan (RAP), people across the state. the implementation of which is already underway, and which ensures we are better able to provide culturally Margaret Duckett safe and appropriate services and workplaces. President, Seniors Rights Service We acknowledge Reconciliation Australia for their oversight and future collaboration. It gives me great pleasure to see our relatively small organisation participating in the United Nations Open- ended Working Group on Ageing. Alongside CEO Russell Westacott, I attended the working sessions in New York. We are proud to be remedying Australia’s historical lack of participation in this working group, which promotes the need for an enforceable framework for the rights of older people. 8 | Seniors Rights Service Annual Report | 2018 - 2019 | 9
Chief Executive Officer’s Report
It is particularly pleasing to report that Seniors Rights Service continues its upward trajectory of growth in the reporting period of 2018-2019. This makes five years of increased funding support as well as increases in the number of people across NSW we reach from year to year.
As CEO of Seniors Rights Service, I am In the 2018-2019 reporting period our staff dealt with the issue of elder abuse this year. The forums were highly delighted to report an overall 20-25% more than 750 issues of abuse presented to this agency. successful and attracted almost 200 people per event. increase in the past year alone in the This is one of the largest – if not the largest – single Some regional events have used an increasingly popular utilisation of all our key services. This agencies that directly work with older people affected format to engage with community. Our infotainment format service uptake increase spans our by abuse. This is why we strongly believe that Seniors manages to engage community members who come along aged care advocacy services, our Rights Service needs to recruit on-site social workers and for a day’s worth of information as well as fun. The regional legal services and advice, and also our caseworkers who can support our solicitors and aged- forums have used Info Bingo as a way to attract people to educational services and awareness- care advocates when they encounter the often complex each event. Collaborating with the Hon Dr Kay Patterson raising events. and hidden issues surrounding abuse. AO, Age Discrimination Commissioner, we managed to Demand for our services continues to increase due to Our current staff of one social worker/case manager is discuss ageism, abuse of older people, power of attorney a range of factors. After hosting the 5th National Elder clearly stretched. This person works alongside our aged documents and other issues while having some fun games Abuse Conference in 2018, the announcement of the Royal care advocacy and legal teams in supporting those of of bingo and other entertainment on stage. Probably the Commission into Aged Care Quality and Safety, together their clients who present with complex abuse issues. most poignant feedback I received at one of the events was with the growing media focus on abuse of older people Many of these clients are reluctant to be referred to from an older lady who told me she had a neighbour who and the rights of older people more generally, combined another 1800 number and do not want to deal with experiences abuse from her son. She would never have to raise community awareness of the issues. People a government agency, particularly in cases where come to an event to discuss abuse, but by entwining the now have a much clearer understanding of the needs of the abuse is perpetrated by their own children or topic into a game of bingo, she learned a lot and now has the seniors and their rights and the fact that organisations grandchildren. names of organisations that can assist her neighbour. such as Seniors Rights Service are here to help. One of the greatest successes across our organisation Also, in late June we partnered with the Older Women’s While the key achievement of serving almost 25% over the reporting period has been the growth in the Network and the Older Persons Advocacy Network to more people in one year alone across all our services is availability of our services statewide. As of this reporting conduct an interactive forum in Narrabri, in western NSW. This event attracted almost 60 people, many of whom drove something to be celebrated, it also underscores the issue period we now have all five regional staff in place. Our long distances to be there. of resources and demand on a relatively small team of regional staff are based at sites in Port Macquarie, staff and volunteers. We will continue to ensure all our Nowra, Wagga Wagga, Dubbo and Lismore. This regional Our commitment to hosting events across NSW will continue funding bodies are aware that the level of unmet rights- presence has extended our reach enormously, and in the 2019-20 year. This includes a series of LGBTIQ+ events based need across NSW is growing, not shrinking. once the team is fully set up and operating smoothly, we in conjunction with ACON (health promotion organisation expect that Seniors Rights Service will be able to build specialising in HIV prevention and support). The project We are pleased to learn of NSW’s establishment of on its already strong service record from across regional consists of a series of LBGTIQ+ film events in cinemas across a new Ageing and Disability Commissioner. Seniors and rural NSW. regional NSW involving an afternoon matinee with drag Rights Service looks forward to working closely with performances during the intermission. This collaborative the new Commission and developing meaningful Following on from our 2018 conference held in Sydney, event supports and engages older LBGTIQ+ people from referral pathways between our two agencies. We do Seniors Rights Service has taken on board the feedback regional areas to raise awareness of aging positively with note however, that community-based services are that we needed to provide more access to events for dignity and respect. Seniors Rights Service will have a often preferred by many older people over government people from non-metropolitan regions. As a result, we agencies, particularly in regard to elder abuse. invested in six large-scale regional forums addressing (continued next page) 10 | Seniors Rights Service Annual Report | 2018 - 2019 | 11
strong presence at each event and will encourage those Our new media room – only a year in operation – has “In the years ahead, Seniors Rights Service who may benefit from one of our legal or aged care proven a successful enterprise, with regular events advocacy services to reach out or pass the details of our taking place including World Elder Abuse Awareness will continue to lobby both major parties organisation on to friends. Day, attended by speakers the Hon John Sidoti MP, on key issues and advocate to gain support Minister for Sport, Multiculturalism, Seniors and Veterans, Another great success of this reporting period has across Australia for an international charter the Hon Dr Kay Patterson, AO, Age Discrimination been the development of the Seniors Rights Service Commissioner, Ms Wendy Morgan, Director, Gandangara addressing the human rights of older people.” Reconciliation Action Plan (RAP). A special thank you Local Land Council and Superintendent Bradley Hodder, goes to outgoing board member Maureen Walsh who led Commander Botany Bay Police Area Command. The this process. This will be a vital organisational document room is a great asset and means we can now host key in the future. The RAP will be launched in November 2019 events and have sector leaders discussing issues of with keynote address by the Hon Linda Burney MP. perform better and more efficiently, as well as achieve more importance in a public forum over lunch. in terms of service reach. I offer heartfelt thanks to every Seniors Rights Service is committed to supporting work As co-chair of Elder Abuse Action Australia (EAAA), I am volunteer who has given their time to ensure Seniors Rights internationally to develop an international human rights pleased to report EAAA has now accepted 50 members Service is a strong and trusted organisation delivering vital instrument that will benefit older people not only in in the short time since its launch. EAAA has undertaken services across NSW. Australia but also around the world. Margaret Duckett, extensive scoping and consultation work concerning President Seniors Rights Service, and I attended the It has been a pleasure working alongside our board, staff, the national Elder Abuse Knowledge Hub. We have been United Nations Open-Ended Working Group in New York volunteers and external colleagues across the legal and aged working closely with the Commonwealth Attorney- in July 2018 and again in April 2019. We are delighted care sectors. I very much look forward to the year ahead. General’s Department on the Knowledge Hub and have that at the ninth meeting in 2018 we were given the Russell Westacott been successful in our submission for funding for the opportunity to present the Seniors Rights Service Chief Executive Officer, construction of the Hub in July 2019. report Abuse of Older People – A Community Response. Seniors Rights Service The report and its development are considered to be Our existing Strategic Plan comes to its conclusion in examples of best practice community engagement 2020. At the time of writing this annual report, we have when lobbying national governments. In the years ahead, already started planning for our Strategic Plan 2025. I Seniors Rights Service will continue to lobby both major look forward to working with you to provide innovative parties on the key issues and advocate to gain support ways to continue the excellent work accomplished by across Australia for an international charter addressing Seniors Rights Service and to reach many more older the human rights of older people. people who are in need across NSW. I’d like to congratulate all staff and volunteers whose Before closing, I would like to make special mention of extraordinary work led us to being nominated as a finalist our volunteers. We have a growing base of competent for a 2018 Human Rights Award, Australian Human volunteers who assist our staff across the organisation, Rights Commission, in the category of Community providing administrative support, high-level project Organisation. This recognition was a great honour and support and guidance, legal support and legal service one of the highlights of our year. delivery. This volunteer base helps our organisation 12 | Seniors Rights Service Annual Report | 2018 - 2019 | 13
Meet the Team
Russell Westacott Education Chief Executive Officer Diana Bernard Manager Education and Reception and Intake Community Services Sue Rogers-Harrison Janette Fitzgerald Tess Olchaway Carolina Perdulovska Reception/Administrative Intake Officer Reception/Intake Reception/Intake Volunteer Board as at 30 June 30, 2019 Support Charmian Powell Reception Margaret Duckett, Carole Ferguson, Carolyn Parker, MBA, Grad We gratefully acknowledge Board President, BSc, MSc LLB(Hons), Grad Diploma Dip Stat Leadership, WH&S the service of David Puls, (Med), MScSoc, FAICD Bus MAICD, MGRCI Consultation, JP, CMC, who retired from the board Organisation Support GAICD during the 2018-2019 Kwesi Addo, Elaine Leong, BA LLB, BA Stella She Christine Ai Jane Schneider Thomas Linnane financial year. MBA (Hons), MA, LLB, Comms (Hon), Grad Dip Maureen Walsh, Financial Controller Policy and Quality Manager Communications Communications and MConstLaw, FAICD, FGIA Legal Prac, GAICD Community Representative Bernadette English Improvement Coordinator, and Media Media Assistant Barbara Anderson, Finance/Administrative Company Secretary Miwa Blumer Robyn Short BA, MA Support Jane Polkinghorne Communications and Business Services Manager Manager Communications Media Assistant and Media Volunteers and Pro Bono Support We thank the law firms and particularly thank the Sarah Daniel Karunyah Paskaran Legal Baker McKenzie, Pro Bono Coordinators Jennifer Doria Brianne Perera Tom Cowen Melissa Chaperlin Mary Hawkins Charlotte Steer Dentons, Hall & Wilcox, for their assistance in Maria Gomes Carolina Perdulovska Manager Legal Service, Solicitor Solicitor Solicitor Holding Redlich, and organising each program. Amelia Gould Nabeela Rashid Principal Solicitor Trevor Collier Robert Lollbach Tim Tunbridge Wotton + Kearney The following individual Irene Madden David Rollinson Jennifer Smythe Solicitor Solicitor Solicitor for their continued volunteers and student Nick Maunsell Holly Schuster Assistant Principal Solicitor generosity in providing Stephen Etkind Nalika Padmasena Shirley Yeung interns have also pro bono support to our Tarun Mahajan Kajol Segran Christine Ai Solicitor Solicitor Solicitor provided invaluable organisation. Roisin McEntegart Lucille Schaeffer Solicitor Mitchell Harvey Fiona Spencer assistance during the Sophie Morgan Fiona Spencer Solicitor Solicitor We are very grateful for year: Lalitha Nair Jenny Templeman the contributions of every Hemani Balasingam staff member involved, Tess Olchaway Catherine Vye Advocacy Miwa Blumer Halil Ozbeyazli Shirley Yeung Pat Joyce Gerard Dunlop Kate Kennedy Jill McDonnell Manager Advocacy Advocate/Education Social Worker Advocate/Education Margaret Crothers Officer, Navigator Trial – Amadis Lacheta Officer Funders Regional Coordinator, Information Hub LGBTI, Advocate/Education Jenny Samuels We gratefully Australian Government We also thank Older Advocate/Education Lismore Officer Advocate/Education acknowledge and thank Department of Health Persons Advocacy Officer Janette Fitzgerald Lisa Johnson Officer the following funders. Legal Aid NSW Network (OPAN) and Navigator Trial – Without the support of COTA Australia for our Tammy Cabban Navigator Trial – Shanel Tighe Fair Trading NSW Advocate/Education Information Hub Homeless, Volunteer Coordinator for Advocate/Education these funding bodies, aged care advocacy and NSW Department of Officer Sydney Community Hub, Dubbo Officer Seniors Rights Service Navigator Trial funding. Communities and Justice Ray Horsburgh would not be able to Advocate/Education achieve its goals: Commonwealth Bank/ Officer ASIC 14 | Seniors Rights Service Annual Report | 2018 - 2019 | 15
Meet the Team
Pictured above are some of our team from the Sydney office and Regional Advocates
In order for Seniors Rights Service Communication techniques are elder law with Seniors Rights Melissa reflects on the importance information and an understanding Jenny is passionate about her work to deliver its range of services, staff essential within her role. ‘We are the Service for more than 10 years. of providing enough time with the of any changes regarding aged ‘because it makes a difference to members come from a variety of first ones they [clients] talk to so it’s She has a Combined Science Law client and genuinely listening to the care service and delivery, funding, the quality of life of the older person disciplines. Here is a brief profile of vital to get a clear grasp on what Degree from the University of older person’s story. Sometimes what resources are available and receiving care’. They are also our three of our staff members, each support they need, what’s going on Technology Sydney. the legal issues can be addressed any trends or shifts within the forefathers, she adds, so have the coming from a major area of service. in their lives and who they should immediately over the phone. community. right to the best quality care in their She has a particular passion for However, if the client experiences later stages of life. speak to, legal or advocacy services As well as advocating for those Tess Olchoway is studying a work concerning Guardianship, abuse or other personal issues we or other referral options.’ receiving aged care services, Jenny Bachelor of Social Work at the Power of Attorney, Wills and work closely with the client and leads information sessions at University of Western Sydney. Her Tess acknowledges callers are often Estates and applications before the social work support to get a full aged care facilities as well as with role at Seniors Rights Service as an stressed, frequently concerned with understanding of the situation Guardianship Division of the NSW community groups. At the latter Intake Officer means she helps to issues relating to family members. and where Seniors Rights Service Civil and Administrative Tribunal. events Jenny is able to reach people answer the 70-100 calls we receive She has found ‘massive’ support in can help. Melissa also presents at many of at an earlier stage in their lives on the 1800 number each day. Seniors Rights Service social worker, our education sessions around the Jenny Samuels, an Advocate and and empower them to better plan Kate Kennedy, who discusses with Initially embarking on a three-month state. ‘As people age they are more Education Officer, has a background for their future. Jenny, along with her how best to assist clients. social work placement in February vulnerable … there’s a need for older in community aged care, welfare the team of advocates at Seniors 2019, Tess found the work extremely Melissa Chaperlin has been a people to know how to protect and domestic violence issues. Rights Service, delivers numerous rewarding and informative. solicitor practicing in the area of themselves.’ Crucial to her role is having current information sessions a week. 16 | Seniors Rights Service Annual Report | 2018 - 2019 | 17
Our Legal Services Your rights | Your voice
Seniors Rights Service offers free legal advice on many issues to older people in NSW, as well as a comprehensive referral service. We offer general legal advice, as well as advice on retirement villages and strata living. Solicitors give advice to people aged 65 or over and Aboriginal and Torres Strait Islander people aged 55 or over in NSW. 18 | Seniors Rights Service Annual Report | 2018 - 2019 | 19
Our Legal Services 3,422 24.8% legal services were provided to growth in Strata Legal Service older people in 2018-19 over the past three years
Seniors Rights Service has had an outstanding year. Following the 5th National Elder Abuse Conference, which we hosted in February 2018, our legal service has experienced unprecedented demand. During this reporting period we provided legal services in response to 3,422 enquiries. Services include providing legal information, legal referrals to other services, legal advice on specific issues and, where appropriate, escalating legal advice to opening a legal case in Most common issues raised by clients - General Legal Service which we represent the client.
GUARDIANSHIP
The bulk of legal assistance that The newest division of the Legal of their legal rights as strata unit OPLS solicitor, resigned in June and WILLS AND ESTATES our solicitors undertake is legal Service, the Strata Advice Service, owners and calling the Seniors we wish her the very best in her CONSUMER LAW advice given over the phone. Of the was established to provide Rights Service Strata Advice line for future endeavours. Mary made an POWER OF ATTORNEY 2,516 enquiries resulting in legal legal advice and assistance to assistance. Our thanks to Charlotte excellent contribution to the information, advice and referral, disadvantaged older people living Steer, who developed the education legal service. ELDER ABUSE (FINANCIAL) in strata complexes where there 94% were provided by phone, 4% program and conducted many of Seniors Rights Service Legal Service PROPERTY were interviews with the client is a proposal to sell off the entire the community education sessions, is developing focused expertise in FINANCIAL ARRANGEMENT and 2% were by letter and email. complex for redevelopment. Its and to Robert Lollbach and areas of the law that most affect Advising clients by email, as the only original purpose has since been Mitchell Harvey, who have older people. There are the two CREDIT AND DEBT expanded to include general or first means of communication, is continued to present strata specialist services providing legal ADMINISTRATIVE LAW fraught with ethical dilemmas and strata law advice to older people, education sessions in both assistance in retirement village as a rule we do not provide legal particularly where the legal issue metropolitan and regional areas. law and strata law. In addition, the NEIGHBOUR DISPUTES advice this way. We have responded involves the older person in dispute generalist legal service, which FAMILY LAW There have been legal staff by email in very rare instances with the strata committee or advises older people on a wide movements during the year. CONTRACT BREACH where there is no alternative strata manager. This service has range of civil law, has developed expanded since its beginning from Charlotte Steer resigned to take up method of providing an advice. specialist skills and experience in CRIME a position with the NSW Civil and nine legal assistance services in the the areas of alternative decision- Seniors Rights Service also presents Administrative Tribunal. We wish her TENANCY first quarter of 2017 to 126 instances making (including Guardianship community legal education of legal assistance in the first well in her new role. Trevor Collier and Powers of Attorney), family TORT sessions. This year solicitors retired from working as a solicitor quarter of 2019, a 14-fold increase. provision claims and ‘granny GRANNY FLAT delivered more than 100 legal An intensive strata law education in the Older Persons Legal Service flat’ arrangements. In the past PERSONAL INJURY sessions to the community. The campaign was conducted during (OPLS). We suspect that Trevor will year, Seniors Rights Service has advocacy and education staff who October and November 2018, which be back in the community legal represented older disadvantaged ELDER ABUSE (PHYSICAL) provide these sessions also promote resulted in a considerable increase sector, at least as a volunteer, in the DRIVERS LICENSE our legal service. in older people becoming aware near future. Mary Hawkins, also an (continued next page) EVICTING ADULT CHILD
The top four most common issues remain substantially the same as last year but elder abuse (financial) has moved up the ladder. This is undoubtedly due to the increased awareness that older people now have of what financial abuse involves and a willingness to report this form of abuse. Quite often an older person is willing to seek assistance when they are subjected to financial exploitation but less willing to report physical and psychological abuse in the first place. Our solicitors have become aware that a person seeking assistance about financial exploitation will often reveal that they have been subjected to other forms of abuse as well, although they are not necessarily seeking to take action against the perpetrator, rather just wanting the abuse to stop. 20 | Seniors Rights Service Annual Report | 2018 - 2019 | 21
Most common issues raised by clients - Retirement Village
REASONABLE PEACE AND COMFORT Legal Service Work Type 2018-19 AGREEMENT/CONTRACT
clients in the NSW Court of Appeal, Robert Lollbach, our strata and strata solicitor, a retirement village VACATION OF PREMISES
the Supreme Court and the NSW retirement village solicitor, has solicitor and as an OPLS solicitor. He FEES/CHARGES Civil and Administrative Tribunal been heavily involved in an has also helped develop a calendar SERVICES AND FACILITIES Legal advice 1,883 (NCAT). We are also representatives NCAT application to clarify the system which, when rolled out, Legal information 330 on NCAT Consultation Forums law on reduction of services in a will inform clients precisely when REPAIRS AND MAINTENANCE Referral 308 including the Retirement Village retirement village. He represented to expect a call from a solicitor in Legal task (complex) 251 TENURE Legal intake list 83 Group and the Guardianship Group. all the residents of the village in a response to the issue that they have Legal education 64 two-day hearing in Gosford just raised with us. RECURRENT CHARGES (S.103) Our pro bono pool has expanded Legal representation: before Christmas 2018. Other 10 this year, with the Sydney law firm Tim Tunbridge has consistently RESIDENT COMMITTEE/RESIDENT’S RIGHTS Non-legal support services 5 Dentons adding their contribution Robert attended the inaugural achieved high performance with BUDGET Legal representation: on our Wednesday and Thursday Elder Law Symposium on the the advice line but has also been Court and tribunal 2 pro bono advice lines to that Gold Coast in June last year. He involved with several Supreme REFUND/RESALE Law reform project 2 of our existing law firms, Baker also attended the third Elder and Court matters including a ‘granny DEPARTURE FEE CALCULATION (S.166) McKenzie, Hall & Wilcox, Holding Retirement Law Conference in flat’ case going to the Court of MANAGEMENT Redlich and Wotton + Kearney. Sydney earlier this year. In addition Appeal. He has developed expertise Type of Legal Inquiry Our solicitor Stephen Etkind has to his principal duties Robert has in delivering community legal been very active in engaging with also been providing legal advice as education sessions to non-English private law firms to raise the level an OPLS solicitor. speakers through an interpreter. of pro bono assistance from those Most common issues raised by clients - Strata Nalika Padmasena, our retirement Melissa Chaperlin has continued firms. The pro bono partners and village solicitor, has been active in her involvement in law reform managers of these firms have all joint ventures delivering education work, as well as constantly reaching LAW/REGULATION/RIGHTS been impressive in their support of on retirement village law and high levels of quality and quantity STRATA TITLE/COMMUNITY TITLE Generalist – Seniors Rights Service, as indeed Older Persons providing legal assistance, touring on our phone advice line. Of have the solicitors who turn up FINANCIAL ISSUES Legal Service (OPLS) 71% through NSW with the Retirement particular interest to Melissa is the Retirement Village 17% regularly to advise clients. Village Residents Association move to standardise Enduring NEIGHBOUR DISPUTES Strata 12% We thank these solicitors, whose (RVRA). Power of Attorney and Enduring INSURANCE contribution is invaluable. Our Guardianship law across Australia. Nalika also attends the Retirement wait times for clients are greatly Melissa also delivers community TENURE Village Reference Group meetings reduced by their help. The legal education to regional areas organised by Fair Trading AGREEMENT/CONTRACT collegiate nature of the legal of NSW undertaking trips to the NSW regarding the reforms to profession is also improved by southern part of the state to engage retirement village legislation private law firms helping the with communities in rural NSW. and regulations arising from the Legal Inquiries by Age not-for-profit sector deliver legal Greiner report recommendations. Both Melissa Chaperlin and Christine Growth in Strata Legal Service over the past two years help to disadvantaged members Ai are providing legal assistance to of the community who would not Seniors Rights Service has been clients at our outreach centre. This otherwise have access to legal developing a comprehensive Q1 2017 - 9 CASES is a new program where we work support in times of need. volunteer program over the past alongside Legal Aid NSW and other Q2 2017 - 11 CASES year. One solicitor, Shirley Yeung, Jennifer Smythe has settled into organisations to provide free legal 96 and over 13 began life as a volunteer at Seniors Q3 2017 - 8 CASES 86 to 95 244 the role of Assistant Principal help to residents in the Surry Hills Rights Service and has now Q4 2017 - 11 CASES 76 to 85 702 Solicitor this year, managing the Community Housing Development. become a staff member specifically 66 to 75 780 pro bono program and supporting Q1 2018 - 28 CASES assisting the pro bono solicitors to Tom Cowen 56 to 65 312 our team of enthusiastic legal provide advice. Shirley has been an Manager Legal Service Q2 2018 - 59 CASES 55 and under 9 volunteers. Her focus on improving excellent mentor to these solicitors. Principal Solicitor our administrative functions has Q3 2018 - 96 CASES been invaluable as we work to Mitch Harvey has fulfilled many Q4 2018 - 114 CASES meet increasing requests for legal roles since joining Seniors Rights Q1 2019 - 126 CASES assistance from our clients. Service, providing legal advice as a 22 | Seniors Rights Service Annual Report | 2018 - 2019 | 23
Legal Case Studies
*Please note: All client names and identifying details have been changed to preserve confidentiality.
Case Study 1 We advised Mrs Lee to remind the a meeting of the owners’ corporation letter from the driver’s insurer asking strata committee and managing to be called by the secretary or for $1200 in damages. Meanwhile Mrs Lee* lived in a high-rise block with agent of this obligation and demand managing agent. our client suffered the loss of his bike, more than 100 apartments. She was immediate action to repair or costing about $800. concerned that her front door, a fire- It would also be best to provide the replace the door if so required. rated safety door, had a crack around draft of change to strata by-laws to Our action and result: the hinges. The door was inspected be adopted along with the special Case Study 2 We discussed the various remedies by a contractor who reported it to the resolution to allow waterproofing Ms Sokol suffered from debilitating with Mr Pond, before assessing the strata managing agent. because it would affect common arthritis and needed to modify her strata property. prospects of success of each. While Mrs Lee was not provided with a copy bathroom in a strata unit to remove there was the additional prospect of of the report and was concerned a bathtub and replace it with a Case Study 3 a claim personally against the other that it had been some time since the shower and install new taps that she party for an action in battery and Mr Pond is a 72-year-old man. He has inspection. She had spoken with her could operate. some disabilities. assault/false imprisonment as a result strata committee representative and Ms Sokol had obtained a plumber’s of his actions when leaving managing agent but the front door Earlier this year, he was involved in a quote with a scope of works. the car, we advised that the amount had still not been repaired at the time minor car accident as he was crossing She also sought to modify a by- of damages payable without any of calling our service. an intersection on his bike. The other law in relation to her proposed injury and when against a member party had indicated left but appeared Our advice: renovations. of the public rather than police would to be in the process of parking and be disproportionate to the prospects Seniors Rights Service advised mrs Ms Sokol wanted to know what appeared to have yielded right of way of success. Lee that she should first check with approvals she needed to go ahead to Mr Pond. However, the driver failed a member of the strata committee with the renovations. to correctly park and, apparently Instead, we drafted a letter to the to obtain a copy of the report to see Our advice: agitated, proceeded forward, colliding insurer for our client to sign, setting what it recommended for repair/ with our client’s bicycle. The driver out a defence and cross claim for Our solicitors advised the client that replacement. We confirmed that continued the collision, forcing contributory negligence. The intent her proposal appeared to be for a a front door is part of common Mr Pond to the pavement while of the letter was to be framed in such major renovation of her bathroom property and therefore it is the apparently unaware of the presence a way that the client could easily because removing and replacing the responsibility of the owners’ of our client or the collision until Mr amend it into documents written bath would require resealing and corporation to maintain and repair Pond loudly banged on the front of in a legally coherent manner, ready waterproofing the wall and floor, (s106 SSMA 2015). the vehicle. as well as accessing piping which for filing in the Court should the We advised that under NSW is in the wall and thus is common Following this, the driver, a male in matter progress. Environmental Planning & property. She therefore needed the his early 40s driving an expensive Apparently the insurer felt the matter Assessment Regulation 2000 Part 9: approval of the owners’ corporation vehicle, exited the car and grabbed Mr was not worth its time, as they quickly Fire Safety, ‘the owner of a building, to via a special resolution at a meeting Pond aggressively. They exchanged wrote back to Mr Pond informing him which an essential fire safety measure details but the driver refused to let of the owners’ corporation called to that they had determined that each is applicable, is required to maintain Mr Pond leave the scene. Fearing for consider her request. party go their separate ways, that is, each essential fire safety measure in his safety with a larger, agitated and We further advised Ms Sokol that cover their own costs. Mr Pond was the building’. Failure to comply with younger male, Mr Pond wisely called she should contact the secretary hugely relieved to learn this, as $1200 this legislation can lead to significant his landlord to intervene while they of the owners’ corporation or the would have taken him years to pay off fines and possibly serious legal awaited police. strata managing agent and provide on his modest means. ramifications for those responsible. the tradesman’s scope of works, The damage to the vehicle was Fire doors are ‘an essential together with a draft motion setting cosmetic at best and Mr Pond thought safety measure’. out her request, for consideration at nothing else of it until he received a 24 | Seniors Rights Service Annual Report | 2018 - 2019 | 25
Case Study 4 the NSW Civil and Administrative the deceased’s representatives recognise the oral agreement that Tribunal (NCAT) under s153 about the tenancy. He continued JT had entered into with Mr Day. The vexed question about noxious regulating nuisance generally (and, to pay rent each fortnight into The widow demanded that Mr Day smoking by neighbours in strata crucially, providing standing to an the deceased’s nominated bank vacate the house. complexes and in retirement villages interested person rather than a account. Mr Judd made enquiries has been raised with our service on Our action and result: lot owner) to seek orders, but the and found out that the deceased many occasions. The following case process was highly complex to her had never passed on the bond to Seniors Rights Service acted for Mr study is just one example. and she disengaged, citing stress. the Rental Bond Board. Day (now aged 76) in defending his Ms Laramie contacted us as she was right of residence in the house. The We decided that we could instead Our advice: ‘at her wits’ end’ trying to deal with question of establishing whether write a letter to the owners’ the other tenants in her strata-titled Seniors Rights Service carried a life interest, as distinct to a mere corporation and the community affordable housing building (mixed out an online probate search license to reside (albeit for life), housing provider outlining the use). An 85-year-old widow, she and found out that in March proved difficult. This is often the proper interpretation of the model complained about various elements 2019 the deceased’s de facto case when the agreement has not by-laws, s153 and citing the recent of anti-social behaviour from other partner had published a Notice of been reduced to writing and parties developments in case law in tenants but nothing quite so much Intended Application for Letters are relying on terms reached orally. which the lessor – in this case the as the constant smoking in the of Administration. We advised Mr community housing provider – was A settlement on satisfactory terms common areas, most distressingly Judd that there would be no legal held liable for failure to prevent was negotiated, on the basis in the courtyard just outside her personal representative of the smoke drift rendering the tenant’s that Mr Day vacates the house in kitchen window. Compounding deceased’s estate until the Supreme unit uninhabitable. six months’ time and receive an the matter, some of the lot owners Court of NSW makes an order amount of $35,000. in nearby units also smoked on In short time, the community granting Letters of Administration their balconies and the smoke then housing provider as a lot owner (of and appoints an administrator. Mr Case Study 7 drifted into her living room. She was a large number of lots) raised the Judd was referred to the Tenants particularly conscious of the hazards matter at a general meeting where Advice Service for action against A retirement village was caused by smoking as she was a it was decided to issue compliance the administrator for recovery of undergoing major redevelopment life-long non-smoker herself and had notices to all offending parties and his rental bond. He would need to works. When the retirement village lost her husband to mesothelioma. amend the by-laws to adopt option notify a debt against the estate to be residents were moved in order for A, instead of the previous model recovered against the assets of the the works to be carried out, our The most obvious thing to do client, Mrs Meza, had negotiated was to review the by-laws and option B, to avoid future confusion. estate once the petition for Letters Ms Laramie was very happy with of Administration is granted. various special conditions for make a complaint to the owners’ her apartment and these were in corporation. Ms Laramie did this, this and notified us that the tenants now confine their smoking to their Case Study 6 writing in her transfer agreement however the owners’ corporation at the time she moved out to the own lots. In 2009 Mr Day entered into an did nothing to action her complaints, alternative accommodation. oral agreement with his son JT. particularly where the offending lot Case Study 5 owners were concerned. Making it Under the agreement Mr Day However, when she moved back worse was the fact that she had no In 2016 Mr Judd signed a lease contributed the sum of $15,000 to to her renovated apartment, she standing to bring the matter as an to rent a house for a period of 12 enable JT to buy a house, and in found out that the agreed work had item at a general meeting as she was months and paid the owner a rental return Mr Day would have a right of not been fulfilled or carried out in only a tenant. bond. At the end of the 12-month residence for life, subject to paying a workman-like manner. Mrs Meza period the lease continued as a a fixed amount each month for had tried to resolve this with the Our action and result: fortnightly tenancy. In November rent. In 2017, JT died. His widow, management many times with no We initially advised Ms Laramie 2018 the owner of the house died. who was also the administrator success. Her requests for a meeting that she could potentially apply to Mr Judd heard nothing further from of his deceased estate, did not were also neglected. 26 | Seniors Rights Service Annual Report | 2018 - 2019 | 27
Our action and result: to allow her son to live with her until residents to establish their tenure she leaves the village, so that her protection. Seniors Rights Service advised qualify of life be improved and she Mrs Meza about her rights and Following our intervention, the could live independently. discussed various strategies and group received their alternative options in resolving the matter. Case Study 9 accommodation under a retirement village contract. With Mrs Meza’s instructions, we Three residents contacted us assisted her to arrange a meeting regarding their tenure protection Case Study 10 with the CEO of the village operator. under the Retirement Village Act. Some years ago, after his wife Within weeks of the meeting These residents have a self-care passed away, Mr Wells transferred request, the village operator offered accommodation agreement with all his ownership in the family home a number of options to resolve the the village operator but have not to his eldest son. He had two sons. matter including another alternative paid an ingoing contribution. Their He understood his eldest son was accommodation. monthly charges are referred to in working and would be able to pay the contract as ‘rent’. Case Study 8 the outstanding mortgage. Later, The village also has a group of his eldest son met a new partner Mrs Levy, a retirement village client residents who paid an ingoing and the new partner and Mr Wells with some major health issues, tried contribution and a group who has did not get along. She asked Mr to negotiate with the operator to not paid an ingoing contribution. Wells to leave the home. Mr Wells permit her son to live in the village ended up in Department of Housing with her to support her in her day-to Now the village is under major accommodation, as he had no day-activities, with no success. Mrs redevelopment and is relocating funds for a new home. Mr Wells Levy lost the function of her right all the residents. The operator approached our service seeking arm after a major operation. She is has informed the group without advice as to how to recover the otherwise independent in her day- an ingoing contribution that they family home from his eldest son. to-day activities and managing her are tenants under the Residential affairs perfectly but because Tenancies Act and therefore, they Our advice: are not entitled to all the benefits of the loss of function of her arm, Mr Wells was advised to lodge a provided to the other group who she requires some assistance. caveat on the title to the property, qualified as retirement village This is critical for her dignity and preventing the son from selling the residents. self-esteem for managing her property on the basis Mr Wells has own affairs. The operator told our clients that a constructive trust. A constructive After our advice, Mrs Levy they have only limited options trust is where a client is promised requested permission from the to choose their alternative a beneficial interest in a property, village manager in writing for her accommodation and also when they a right to reside in the property for son to live with her for the duration sign the new contract to their new life, in return for making a financial of her occupation in the unit. She alternative accommodation, it is to contribution to the property. We was given permission but then be a residential tenancy agreement advised Mr Wells to seek assistance the operator withdrew permission, under the Residential Tenancy Act from a solicitor to obtain the caveat. informing her that he could not live rather than a retirement village with her and she had to vacate the contract. The operator has issued retirement village premises, giving a letter to that effect by only giving only two weeks’ notice. them the 90 days’ termination notice. Our action and result: Our action and result: Seniors Rights Service assisted Mrs Seniors Rights Service wrote to the Levy to negotiate with management operator on behalf of the group of 28 | Seniors Rights Service Annual Report | 2018 - 2019 | 29
Our Advocacy Services Your rights | Your voice
Seniors Rights Service offers aged care advocacy to people using in-home and residential aged care services. If something goes wrong, Seniors Rights Service can guide you in raising your concerns with your service provider.
Seniors Rights Service provides free, confidential support and advocacy for anyone receiving Commonwealth- funded aged care services. We also promote the rights of older people to aged care service providers. 30 | Seniors Rights Service Annual Report | 2018 - 2019 | 31
Our Advocacy Services 4,451 27.3% advocacy services were provided increase from last year to recipients of aged care in 2018-19
Our Advocacy Work – Quick facts This has been a year of change and growth for the advocacy team. As always, our primary focus has been on our vulnerable clients, who are not always aware of their rights or how to voice concerns about their care and services. Advocacy Total 2671 In the past financial year, we have provided advocacy services to more clients than ever before, reaching 4,451 people. Advocacy cases 1143 We have also needed to respond to industry changes in order to assist older people and their representatives as they Complex advocacy cases 7 navigate the shifting landscape of aged care. Advocacy enquiries 1166 Social support 273 Navigator 82
General enquiries Total 330 Our advocacy team now has eight audiences of all backgrounds. who provided support and guidance dementia, we are seeing an increased advocacy/education officers, to assist new regional advocates to demand for support and services in Information Total 1450 The team provided a including two new regional find their feet. this area. We have provided support comprehensive service, as reflected TOTAL 4451 advocates who are already making and advice to families and also to in our increased numbers. The We have seen an emphasis on an impact in their regions, and a individuals with the diagnosis, some regional advocacy team travelled reaching a broader range of people social worker who is providing of whom report they are struggling in many thousands of kilometres in the community this year, with an Major Service Categories social support services to older aged care settings. Family and carers people at risk. We are a highly skilled across NSW to assist older people increase in service delivery to older can benefit greatly from learning Education Sessions for residents and relatives 273 and passionate team, sought after and worked in a variety of settings. people with diverse backgrounds about the rights of their loved ones Sessions for home care recipients/carers 81 for our advocacy and education Our metro-based advocates and needs. These included contact living with dementia. Community education 58 services and our involvement in continued to deliver high quality, with Indigenous Elders, veterans, Community workers 59 This year, we also provided General public 206 elder abuse prevention projects individualised advocacy and and those who reported social information sessions to 65 targeted Sessions for residential staff 109 across the state. The articles, education services across the disadvantage and isolation, carers’ groups and 173 sessions for Sessions for home care staff 64 broader Sydney area. I would including those who live in remote interviews and podcasts we aged care staff from residential and Cold calls to aged care services 33 produce to increase awareness of particularly like to thank Marg areas of NSW. With 52% of aged care Promotions to aged care services 123 our services are also in demand with Crothers, our Regional Coordinator, residents living with some degree of (continued next page) Navigator Information Hub 26 Navigator Community Hub 18
Referrals to: ACAT 16 Aged care provider 178 My Aged Care 56 Dementia Australia 15 Elder Abuse Helpline and Resource Unit 6 Carers NSW 14 Community Legal Centre 21 NCAT 14 Centrelink 145
Referrals from: ACAT 15 Centrelink 23 Community Legal Centre 88 Elder Abuse Helpline 32 Health professional 54 My Aged Care 178 Previous contact 433 Aged care provider 58 Member Parliament 16 Web 228
Aged Care Quality and Referrals to 95 Safety Commission Referrals from 25 32 | Seniors Rights Service Annual Report | 2018 - 2019 | 33
Top Five Client Concerns
1. Access to appropriate care and services
‘‘Advocates continue to build and strengthen relationships 2. Assets/income/fees with our network partners and with community groups, 3. Individual care planning
to ensure the older people they assist receive accurate 4. Quality of Health and Care information that helps them to make informed decisions 5. Alternative decision making about their care and wellbeing’’.
home care services. Advocates feel agencies to form the Aged Care year attended 21 meetings at aged Relationships Australia and the NSW Advocacy Work Types 2018-19 strongly that staff are in a position Quality and Safety Commission, care homes where the Department Police Force, as well been a part of of power and also protection, and the commencement of The has notified residents and their emerging Elder Abuse Prevention Empowering Clients for Self-Advocacy 807 and it is essential that they also Royal Commission into Aged Care families of sanctions being imposed Collaboratives and interagency Assisted advocacy 171 receive education about rights Quality and Safety in October 2018. on their facility. meetings across the state. Representation and Face-to-Face 61 and the role of advocacy in the The Royal Commission is exposing Advocacy for Special Needs Groups Advocates continue to build and Reflecting our focus on building significant faults and inadequacies complaints framework. It is pleasing awareness of our services to diverse Aboriginal/Torres Strait Islanders 61 in aged care, and has allowed strengthen relationships with to report that there is a growing communities, we are particularly Culturally Diverse 395 many people to share their often- our network partners and with shift in attitudes within the industry pleased with the large increase LGBTIQ+ 2 harrowing experiences. A new community groups, to ensure the towards viewing advocacy as a in members of Aboriginal and Veterans 29 Serious Incident Response Scheme, older people they assist receive valuable part of quality and early Torres Strait Islander communities accurate information that helps Regional/Rural/Remote 821 together with a new NSW Ageing contacting our services. Our complaints resolution. Care leavers 2 and Disability Commissioner are them to make informed decisions advocates delivered 21 targeted Homeless 5 In the past 12 months we have seen welcome additions to the sector and about their care and wellbeing. education services to Aboriginal and many changes within the aged care the community. Working within this We have worked with Aged Socially disadvantaged 198 sector, including the merger of two framework, our advocates have this Care Roundtable, Carers NSW, (continued next page) NB: Some clients identified as belonging to more than one special needs group. Advocacy Client Types Residents of Aged Care Homes 909 Residential Respite 51 Prospective Recipients 288 Previous Recipients 13 Home Care Recipients 744 Aged Care Advocacy Geographical Areas Metro 1425 clients Regional/Rural 814 clients Remote 17 clients Social Support for older people at risk of, or experiencing, abuse Regional/Rural 66 clients Metro 180 clients Aged Care Education Geographical Areas Metro 142 sessions Regional/Rural 230 sessions Remote 24 sessions 34 | Seniors Rights Service
Social Worker Service for Clients Experiencing Abuse
Advocacy Issues Torres Strait Islander aged care Internally, as part of continuous Following a successful pilot program to scope the service by over 100%. Social work interventions included Raised by Clients facilities and this year assisted improvement, we have seen the outcome of a social worker within the advocacy team, assessment and safety planning, counselling, casework, three times the number of formation of a Senior Advocacy Seniors Rights Service received further funding this information and warm referrals. A number of these Access to appropriate care 298 Indigenous elders with individual Management team and a Work financial year from Older Persons Advocacy Network clients also required legal advice and were able to benefit Assets/income 359 advocacy, compared to last year. Health and Safety team. We have (OPAN) to continue and expand the service. from the in-house legal service while receiving case We have also seen a three-fold management support from the social worker. A display Quality of health and care 187 established working groups It is common for older clients contacting our service increase in enquiries from older poster was produced, highlighting the success of having Care options 178 on risk, quality and community to disclose experiences of abuse. It is rare that these people identifying as veterans and a social worker within the legal team, for the 6th National Human and consumer rights 135 engagement with the assistance clients do not also have social, psychological and family doubled the number of enquiries Elder Abuse Conference 2019. Financial hardship 96 of current board members. issues alongside their need for aged care advocacy Alternative decision making 136 from those with a culturally and I wish to thank the advocacy or legal services. These complex issues can include Older people were linked to the social worker internally Individual care planning 210 linguistically diverse background. team, the broader Seniors Rights domestic and family violence, homelessness or housing via the intake officer or aged care advocates. In addition, Abuse, harassment, retaliation 78 Sixty-four education services Service team and other senior stress, mental health issues or a history of childhood external warm referrals came from other agencies, Duty of care 29 were delivered to culturally and managers, our CEO Russell and trauma. In these circumstances, the social worker was of including the Elder Abuse Helpline and Resource Unit, Agreements 35 great benefit in assisting clients to identify and address social workers in hospital and community settings across linguistically diverse aged care our board for their consistent Complaints 25 some of the social and family issues that contribute to NSW, Police Domestic Violence Liaison Officers and services, six education services to and passionate work. It has been Environment 31 aged care services for veterans, the abuse. Relationships Australia. a year that has seen some staff Food/nutrition 21 and four education services to members face personal challenges This financial year, 270 advocacy clients accessed our Kate Kennedy Behaviour management 15 aged care services for LGBTIQ+ while continuing to deliver quality social work service, exceeding the funding target for the Social Worker Medications 18 older people. In addition, aged care services to enhance and protect Communication 19 recipients who live in rural, regional the rights of vulnerable older Assessment 31 and remote parts of the state people. Transport 8 benefited from more education Security of tenure 46 services from an expanded Pat Joyce Advocacy 453 regional advocacy team. Manager Advocacy
This poster was displayed at the 6th National Elder Abuse Conference 2019 36 | Seniors Rights Service Annual Report | 2018 - 2019 | 37
Regional Advocacy Report
This reporting period has been a very busy and satisfying one for the regional service. It has been an interesting time to be an advocate, with new Standards, a new Charter of Rights, and a Royal Commission; it is a time of real change. We have welcomed four new staff members and have initiated a new outreach program for regional centres – Info Bingo (see Info Bingo articleon page 40). The regional staff membership has increased from three to seven.
South West NSW, based in Wagga Far North Coast NSW, based in Lismore Far South Coast NSW, based in Batemans Bay Central West NSW, based in Dubbo Tammy Cabban commenced in July 2018 and brings Gerard Dunlop commenced in November 2018 and Amadis Lacheter commenced in June 2019 and comes Shanel Tighe, along with her education and advocacy experience in aged care and sector support. Tammy’s comes from a disability advocacy and education from a sector support and project management work, has been working collaboratively with aged service experience and knowledge helped her to settle into background. Gerard took no time to adjust to the background. Amadis is using that experience and skill as providers. She has also established and runs the Dubbo the position immediately and she is a highly regarded complexities of the aged care system and is a skilled and she settles into the role of advocate/educator. Aged Services Interagency [DASI], which brings together member of the regional team. determined advocate for the elderly. service providers for well received information and Aged Care Navigator Hub Dubbo support. A highlight of the year for Tammy was being a guest Gerard has also taken on the position of Aged Care speaker at Griffith Soroptimist Elder Abuse forum, Navigator for the Aged Care Navigator Trial, currently Lisa Johnston comes from an aged care and business Shanel also had significant trips to Broken Hill with Dubbo following Emeritus Professor Rosalind Croucher, running nationwide. background and is coordinating the Community Seniors in September 2018 and delivered water to the president of the Human Rights Commission. Tammy Navigator Hub Trial in the Dubbo region. Lisa is a Walgett community, as well as providing information Gerard has travelled extensively around the region was also guest speaker at The Riverina Murray Meals on coordinating dynamo and has brought enthusiasm and sessions to seniors in April 2019. introducing himself and providing advocacy and Wheels conference. Tammy has also worked intensively expertise to the project. information sessions to a wide range of older people. For Shanel has been joined by Community Hub Navigator during the year with local groups such as U3A Wagga and example, he attended the Byron Bay Seniors Expo, which We welcome the professionalism of all our new regional coordinator Lisa Johnston. Griffith, Probus, seniors groups and residential care staff. proved to be very interesting, featuring seniors drumming, advocates and navigators and value their experience and Shanel’s crowning glory this year has been the highly cardboard coffins and alternative death rituals. He is also hard work. successful Info Bingo Forum held in Dubbo in May. Shanel looking forward to the very well attended Northern Rivers Shanel Tighe, Central West NSW, Jill McDonnell, Mid North and Lisa worked tirelessly to ensure the success of the Communities of Practice Aging interagency forum with its Coast NSW and Margaret Crothers, South Coast NSW event and have set a benchmark to which we all aspire. varied and interesting guest speakers. continue their hard work in their respective regions. 38 | Seniors Rights Service Annual Report | 2018 - 2019 | 39
Aged Care Navigator Trial
Seniors Rights Service is part of a nationwide Aged Care Navigator Trial, funded by COTA Australia, which helps older people access government-funded aged care services. The Aged Care Navigator Trial is testing different types of services and activities aimed to assist people to learn about and access aged care programs. The trial began in February 2019 and will run for 18 months. Seniors Rights Service has three trial locations.
Mid North Coast NSW, based in Port Macquarie South Coast NSW, based in Mollymook DUBBO SURRY HILLS HOMELESS Jill McDonnell’s range of activities across the region Like Jill, Margaret Crothers continues to attend and The Dubbo Hub is a Community Hub staffed by The Surry Hills Hub is an Information Hub specifically continues to support the importance of the presence participate in a range of activities across the South Coast volunteers and overseen by our coordinator Lisa targeting the inner-city homeless populaton, or those of Seniors Rights Service in the community. These community. These include attending interagencies and Johnston. The Hub provides information to older who are at risk of becoming homeless, in the Sydney include attending interagencies and networking, networking, exhibiting Seniors Rights Service resources people about accessing aged care through activities CBD. It is run by Janette Fitzgerald, Seniors Rights Service exhibiting Seniors Rights Service resources at expos at expos and community days, participating in forums run by volunteers which are located around the district, Intake Officer. Janette has previous experience working and community days, participating in forums and and contributing to media opportunities. Margaret is such as at local libraries. Seniors Rights Service works with the homeless. Her role is to provide information and contributing to media opportunities. looking forward to working with and receiving support collaboratively with Dementia Australia who have an assistance, where needed, for the homeless to access from Amadis on the south coast. Aged Care Navigator Trial Information Hub in Dubbo. aged care. One of the highlights of the year has been the two Info Bingo events, held to observe World Elder A highlight of the year has been the initiation and LISMORE Abuse Awareness Day on June 15, and presented in implementation of the Info Bingo concept. Navigator Trial Education Sessions collaboration with the Hastings Elder Abuse Prevention The Lismore Hub is an Information Hub. An information Margaret worked with Emma and Di from Shoalcoast Network. Bago Day Club and Probus Oxley Clubs had hub provides both information and one-on-one Navigator Information Hub 23 Community Legal Centre to establish and trial the enjoyable mornings with presentations from Mid North assistance to older people wanting to access aged care. It concept. We initiated the program because we felt we Navigator Community Hub 17 Coast Community Legal Centre, NSW Fair Trading, NSW is run by Gerard Dunlop, Seniors Rights Service Regional needed to address the challenge of reaching the more Navigator Homeless 46 Trustee & Guardian, ACAT, our new Mid North Coast Advocate for the area. Gerard will use his contacts and isolated, frail and vulnerable seniors in our community. Aged Crime Prevention Officer and Seniors Rights connections already established to engage with the Our answer was to use entertainment, food and meeting Service. These free events featured abuse-prevention target groups. up with friends as the draw cards. Thus we developed information, skits, useful resources, bingo games, lunch Info Bingo, with keynote speakers, regular bingo games and prizes. interspersed with ‘information bingo’, quizzes and skits. The format has been very successful. Our first Info Bingo in Nowra had 150 older people register. Then Dubbo had 160, followed by Wauchope (using a slightly pared ‘We initiated the program because we felt down version) with 55. We already have further Forums we needed to address the challenge planned for Wagga, Lismore, Broken Hill, Batemans Bay of reaching the more isolated, frail and and Bega and plan to take it to other regional centres. vulnerable seniors in our community. The regional advocates work very hard to meet the needs of their regions and this involves a huge amount Our answer was to use entertainment, of time spent travelling to all areas of each region. I food and meeting with friends as the draw would also like to acknowledge the true dedication and professionalism of each regional worker; they work by cards. Thus we developed Info Bingo …’ themselves with limited face-to-face support to provide an extremely valued service. Thank you and well done all. Margaret Crothers Regional Coordinator 40 | Seniors Rights Service Annual Report | 2018 - 2019 | 41
Info Bingo … our Advocates across NSW
As part of our commitment to regional NSW we created information events about awareness of certain types of abuse and how to prevent it. The creation and delivery of Info Bingo is one of the more significant initiatives of the year – extending our reach and deepening our engagement with older people living in regional communities.
Advocates from Seniors Rights Service created Info Patterson AO, former Aged Discrimination Commissioner Bingo to address the issue of wishing to reach more Susan Ryan AO, Seniors Rights Service CEO Russell people who were isolated and more at risk of abuse. This Westacott, and Shoalcoast CLC manager Emma Wood. includes older people living in regional, rural and remote We held events in Nowra, Dubbo, Wagga and Port communities who may not be aware of their rights, or of the organisations that can assist them to exercise Macquarie. More are planned for Lismore, Moruya, those rights. Merimbula and Broken Hill. A typical Info Bingo forum began with guest speakers The events have attracted audiences of up to 150 with opening proceedings. Traditional bingo games were 90% reporting that the information provided was helpful called and prizes won. These bingo games were and relevant. interspersed with short skits and tailored bingo games, Info Bingo successfully provides tools to seniors that help which were designed to educate the audience about them prevent or stop abuse. These events also address, scams, power of attorney and enduring power of in part, the problem of social isolation. attorney issues. A game of true or false concluded the day to test the audience’s knowledge and to reinforce the Other positive outcomes from the sessions include information presented during the forum. The activities participants making appointments with advocacy that ran during Info Bingo were designed to not only staff, as well as discussing with advocates abuse issues assist older people in identifying potential problems, but affecting their neighbours and friends. These participants also to help them understand and exercise their rights. reported that they were now empowered to share the Guest speakers at the Info Bingo events have included information they learned at Info Bingo with those people, Aged Discrimination Commissioner the Hon Dr Kay and would encourage them to call for help. 42 | Seniors Rights Service Annual Report | 2018 - 2019 | 43
Advocacy Case Studies
*Please note: All client names and identifying details have been changed to preserve confidentiality.
Case Study 1 in unpaid home care fees to her A plan was agreed to implement a service provider. Gina was greatly one-month trial, which included a A friend of Tom*, an older person distressed as she did not have psycho-geriatrician assessment and in aged care, rang our advocacy any knowledge of ever receiving the involvement of the Dementia service, as they felt that Tom was an account. She had been paying Behaviour Management Service. not receiving appropriate care and fees by direct debit from her bank Management at the aged care services. When one of our advocates account for the past six months. facility agreed, at first reluctantly, made contact with Tom, he Our advocate assisted the family after encouragement from the disclosed that he had trouble with by explaining the basic fees for advocate. Following the trial, which his eyes and had requested help for home care packages, and assisting included assessments and identified a long period of time but nothing family members to check the older supports to settle Aldo, it was had been done. He also disclosed person’s home care agreement determined that there was no need that he had left the facility on several and fee payment structure of the for increased medication. Regular occasions and was returned by the service provider. Armed with this pain management, coupled with police each time. He did not have information, John assisted Gina by access to care workers who spoke a diagnosis of dementia. Further contacting the provider to question his first language, ensured that Aldo assessment highlighted that Tom the account. She was greatly is able to live a more settled life at had significant issues of concern, relieved. The advocate provided the home. His son Timothy is including possible financial, back-up support and assurance greatly relieved. emotional and psychological abuse of further escalation if need be, by family members. He reported however the issue was resolved with Case Study 4 feeling pressured by family to family self-advocacy. While talking to one of our aged access his money. Our advocate care advocates regarding options attended visits with Tom and Case Study 3 for aged care services, Sylvia, escalated a specialist assessment Timothy, the son of Aldo, an older an older woman from a small while waiting for a tribunal hearing. person living in aged care, contacted regional town, disclosed financial At tribunal, a period of financial our advocacy service to report and psychological abuse by her management was formally provided concerns regarding his father’s daughter and son-in-law. The to give time for assessments and care. He reported that Aldo’s GP had advocate referred Sylvia to the in- to look further into Tom’s financial wanted to prescribe anti-psychotic house social worker, who assessed affairs. He reported feeling better medication for him. Timothy Sylvia’s situation, including her initial having an aged care advocate who disclosed that he believed that risks and safety needs. The social listened to him and who helped him the aged care facility’s staff were worker worked with the advocacy take back control of his affairs. involved in this push to medicate team to refer the client to aged care his father and was concerned about and community supports. The client Case Study 2 Aldo’s risk of side effects, including was also linked into legal advice Dana and her husband John the risk of falls. An advocacy via our legal service, and received contacted our advocacy service meeting was arranged and attended counselling for emotional support. to ask for help on behalf of Dana’s by an advocate, the GP, family The final outcome for the client is mother, Gina, an older person living members and aged care staff. The still unknown but she reports she is on her own with home care support. issue of behaviour management more able to take legal steps They disclosed that while visiting was discussed and everyone had an and feels empowered to assert Gina recently they had found a letter opportunity to share their concerns, her rights. detailing that she owed $3,500 with Aldo and his needs as the focus. 44 | Seniors Rights Service Limited | Financial Report | 2018 - 2019 Annual Report | 2018 - 2019 | 45
“Belinda is still at home Case Study 5 Case Study 6 and reports feeling more Jimmy, an older person, rang our Belinda is an older client in rural service. He reported he had been NSW. While talking to an aged care empowered to make in respite care for three weeks in an advocate, she disclosed ongoing decisions after receiving aged care facility. He told us that at physical and psychological abuse advocacy and legal a recent residents’ meeting it was by her husband. Belinda reported disclosed that sanctions had been a history of domestic violence that advice and with a safety imposed on the aged care home. had escalated recently due her plan in place.” At the meeting, the management husband’s dementia. The advocate had informed the residents that escalated an assessment for aged the facility could not accept new care services for Belinda and her residents for the duration of husband and referred her to the the sanctions. Jimmy had been in-house social worker. Belinda considering permanent residency identified that she has no access to and wondered what his options her pension and that she does not were. The advocate spent some feel safe at home. She disclosed time with Jimmy and researched that she has few informal supports his rights under the Aged Care Act to assist her. The social worker 1997. Jimmy learnt that as he was provided risk assessment and already a respite resident at the safety planning and linked Belinda facility, he could continue in respite into local domestic violence and or could enter into a permanent police services via a warm referral. agreement to stay there. The The social worker also supported advocate reassured Jimmy that the Belinda while she accessed legal facility would need to address any advice from a Seniors Rights areas of concern and that he was Service solicitor. Belinda is still at entitled to receive quality care home and reports feeling more and services. empowered to make decisions after receiving advocacy and legal advice and with a safety plan in place. She is linked into local community and aged care services and her husband is currently in aged care respite.
44 ANNUAL REPORT 46 | Seniors Rights Service Annual Report | 2018 - 2019 | 47
Our Education Services Your rights | Your voice
Education is integral to Seniors Rights Service. One of our key roles is to raise awareness about the rights of older people. Our aged care advocates, solicitors and education staff travel across NSW giving talks to aged care recipients and the wider community.
We hold information sessions at community groups, clubs, social and professional groups, aged care homes and retirement villages. We also organise forums and discussion panels. These sessions are offered to service providers, service users, relatives and carers, as well as in-home service providers, seniors groups, professional groups and others. 48 | Seniors Rights Service Annual Report | 2018 - 2019 | 49
Education Report 1,042 34,336 education events and forums people attended. Education is an essential component of the work Seniors Rights Service does in engaging the community and creating awareness of our services. Connecting with all corners of NSW through education is crucial as it spreads awareness about the rights of older people and enables discussions amongst participants about issues that are pertinent to them. 29.4% 21.3% from last year from last year
Crucial Role Abuse of Older People Education sessions have continued Underpinning all of our educational services. The Royal Commission into A large part of our community work Aboriginal and Torres Strait Islander to generate significant referrals for work is a commitment to extend our Aged Care Quality and Safety has has involved sessions about the female carers. The panel and our legal and advocacy services, reach to our priority populations. shed light on fundamental issues abuse of older people and how to attendees discussed these topics in with many clients becoming We reached over 34,000 people in in aged care. As a result, requests prevent it. To provide more effective depth, and the audience feedback aware of Seniors Rights Service’s 2018-19 through education – more by aged care staff for education and relevant education, we have was extremely positive. scope at our community events about the rights of older people worked hard to develop creative than 6,300 were from culturally and Awareness of the abuse of older and expos. Thanks to carefully receiving aged care has increased ways to facilitate discussion on linguistically diverse backgrounds, people has increased this year, tailored promotion and advertising, dramatically. People in aged care difficult issues with culturally and more than 2,500 were Aboriginal especially in light of the events including radio ads, newspapers, often have complex needs and linguistically diverse groups. This and Torres Strait Islander peoples, run for World Elder Abuse and social media, Seniors Rights issues, and the Royal Commission is because education about abuse and nearly 900 identified as lesbian, Awareness Day. Seniors Rights Service education sessions have has shown that these are not always must be presented in culturally gay, bisexual, transgender, intersex, Service was involved in multiple been well attended throughout addressed adequately, leading to sensitive ways that raise awareness, queer, and/or others (LGBTIQ+). events throughout the week to the year, and more than 150,000 of a strong need for our education reduce stigma and shame, and Understanding that a ‘one size fits raise awareness of what can be our publications and promotional services. build trust with community. all’ approach is ineffective, we tailor done. Among those was ‘Safety materials were distributed. This This is important so attendees feel our education sessions to meet the and Wellbeing for Older Women’, means an increased number of able to disclose possible abuse by needs of the different communities held in conjunction with the older people have become aware family members and are able to that engage us. Inner West and Canterbury Elder of their rights and how to exercise access help. Abuse Collaborative, where a them, as well as what services are Over the year demand has more Our educational forums primarily panel discussion and video clips available to assist. than doubled for our education focused on psychological and emphasised the importance of financial abuse, often with empowering older women. This facilitated expert panel discussions. was followed by ‘Lifting Up Voices’ Occasionally, video clips were later in the week, where more Location and identification of sessions and attendees 2018-2019 interspersed throughout with than 70 guests gathered in the culturally relevant stories, Seniors Rights Service office to Sessions Attendees LGBTIQ+ A&TSI CALD* both providing the message in commemorate World Elder Abuse Metro 442 18,665 849 1,393 5,056 compelling ways and generating Awareness Day. The panel included Regional 449 13,048 35 1,144 1,179 discussion amongst the panellists Aged Discrimination Commissioner and audience. We saw an example Hon Dr Kay Patterson AO, and 99 1,906 0 disclosed 10 154 Rural of the success of this method at NSW Minister for Seniors Hon John Remote 52 717 0 disclosed 31 0 disclosed Women Ageing & Disadvantage: Sidoti MP. Each event was tailored Total 1,042 34,336 884 2,578 6,389 Caring in Cultural Contexts, where to a different audience, and both short videos developed from were equally effective in providing *Highest numbers of CALD audience are Chinese (Mandarin and Cantonese), Arabic and Indian (Hindi). Other CALD a previous event were used to information and dispelling Groups include Vietnamese, Spanish, Sri Lankan, Macedonian, Croatian, Serbian, Filipino, Italian, Greek, Turkish. emphasise pertinent points about myths surrounding the abuse the issues faced by multicultural and of older people. 50 | Seniors Rights Service Annual Report | 2018 - 2019 | 51
Infotainment Strategies Summary of education 1 July 2018 to 30 June 2019 Seniors Rights Service encourages The successful Info Bingo event thought-provoking way to stimulate conversations and empowers series was also created to address conversation about elder abuse, Aged care service education Sessions Attendees people to know their rights in all issues of social isolation and to raise and screenings have occurred Residential aged care recipients 427 8593 communities. This year we joined awareness of abuse in regional, across metropolitan, regional and other sponsors for ‘Afternoon rural and remote communities. rural NSW. Residential aged care staff 31 346 Delight’, movie matinees which offer All three events attracted more Seniors Rights Service has also Home care/home support recipients 19 414 older LGBTIQ+ people an afternoon than 150 participants, all of whom expanded the languages we offer Home care/home support staff 13 84 at the cinema accompanied by received pertinent information our Legal Tips Playing Cards in. tailored information about services about their rights as they age. They are now available in English, available to them as they age. We Legal education Sessions Attendees The creative Piano Forte screening Arabic and Chinese, and are have also maintained our presence trial has continued this year. effective learning tools as they can General legal sessions 34 1026 at the Sydney Gay and Lesbian Piano Forte is a play developed by subtly impart legal messages. Retirement village sessions 29 704 Mardi Gras with a stall at Fair Day, Suncoast Legal, and its viewing and were invited to facilitate a panel Strata specific sessions 43 526 is followed by a panel discussion about Diversity in Aged Care at a of experts who examine the screening of the inspirational biopic issues it raises. This program has Other education Sessions Attendees Becoming Colleen at the continued to be an engaging and Community education 204 6740 Film Festival. Carer-specific education 29 417 Professionals 40 902 Students 8 156 Events 39 5450 Expos 31 6684 Projects 28 99 Promotion/cold call 19 19 Interpreted sessions 27 140
Sessions Attendees
Sanctions meeting for aged care facilities 21 1,800
Sessions Attendees
Elder Abuse in topic 271 8133 requested/provided for education 120 in 2017/18 4309 in 2017/18 52 | Seniors Rights Service
‘A member of South West Sydney Elder Olympics team stated that, “we love you guys because you put your money where your mouth is and you DO stuff”.’
Other Engagement Strategies To facilitate best practice in educational events that engage utilise these resources to stimulate connecting with Aboriginal and their culturally diverse communities. discussions about elder abuse Torres Strait Islander communities, These forums included a live in rural NSW. This has been an Seniors Rights Service engaged an performance and panel discussion. excellent way to raise awareness Aboriginal Consultant to advise us. The play I am My Boss was and start conversations on different As part of this work, we delivered a developed by the Macedonian aspects of abuse, which is often carload of water to the Dharriwaa Theatre Group in collaboration with considered a taboo topic in these Elders Group in Walgett, and MCCI and Seniors Rights Service. areas. These videos are available on sponsored the production of the Delivering elder abuse education in our website and YouTube channel team shirts for a group of older culturally appropriate ways ensures (over 5,000 views to date). Aboriginal people participating that all older people are aware of We continue to work closely with in the South West Sydney Elder and can exercise their rights, and aged care providers, staff and home Olympics. We also sponsored a table can seek help should abuse occur. care providers on our core work, and cash prize for the winning team The Surry Hills Community which enables residents and aged of the 2019 Elders Olympics in Port Connect clinic has continued to care recipients to be aware of and Macquarie. These sponsorships produce positive results for the exercise their aged care rights. enabled us to build trusting disadvantaged and vulnerable Relevant expos and specific cultural relationships with Aboriginal and residents of the Northcott Housing events in the community also Torres Strait Islander communities, Estate. The fortnightly clinic involves continue to be a focus. allowing us to assist with issues that the Seniors Rights Service social affect them. Diana Bernard worker and bi-lingual solicitors Manager Education and This collaboration has established working with the clients, who often Community Services the groundwork for us becoming present with complex issues that a trusted provider within these require more than legal advice. This communities, and early feedback year we collaborated with the Older has been positive. A member of the Women’s Network Theatre Group South West Sydney Elder Olympics who performed elder abuse skits at team stated that, ‘we love you guys the clinic to invoke discussion and because you put your money where to dispel myths and stigmas around your mouth is and you DO stuff’. the issue. Seniors Rights Service has Following the development continued our collaboration with of videos produced at the 5th cultural bodies such as Multicultural National Elder Abuse Conference Communities Council Illawarra in 2018, Seniors Rights Service (MCCI) and AASHA Australia to run commissioned a whirlwind tour to 54 | Seniors Rights Service Annual Report | 2018 - 2019 | 55
Our Communications and Media Your rights | Your voice
Seniors Rights Service uses bi-monthly newsletters, social media, print and radio as well as a variety of other tools to promote its activities and further its reach across NSW, to help connect with diverse or remote communities, and to share with members, stakeholders and governments. 56 | Seniors Rights Service Annual Report | 2018 - 2019 | 57
Communications and Media Report 875 1,504 Twitter followers Facebook followers This year the Communications and Media team supported staff expansion at Seniors Rights Service as well as a number of new projects and initiatives, many aimed at reaching further across NSW and remote communities. We also developed – and have now launched – our new website, improving its information, design and navigation. 29% 18.1% Our bi-monthly electronic newsletter has continued to inform and build our audience, as has our social media activity. from previous year from previous year
Our new website key stakeholders and spokespeople and is a blueprint for lasting change from a range of community and we welcome Miwa Blumer, who has in the space, conducted by Ellen for us and the people we work with sector organisations and discussion replaced Tom. During the past year we designed, 72,617 Fanning. This year we toured those and for. included issues, research and developed and built our new We look forward to continuing this videos to targeted Sydney and policy. The event was facilitated by website views website and it has now been This year we collaborated with work, representing and supporting regional centres as part of abuse- Ellen Fanning and was promoted launched. The website includes Dr Elizabeth McEntyre, an staff, board, Seniors Rights Service prevention community events. We extensively and webcast live. revised and updated content, easy Aboriginal consultant. This has members and, of course, seniors 38.9% held 26 forums across the state, navigation, more information and resulted in several introductions Another major event was Lifting across NSW. which promoted significant interest from previous year news on the homepage and is a to and invitations from Aboriginal Up Voices, our World Elder Abuse online – almost 2,500 browser visits Jane Schneider great base for us to enrich with new communities and organisations. Awareness Day event held in our to the host web page and almost Manager Communications video and print material. We worked In the past year the profile of Surry Hills media room in June 2019. 85.7% first-time 5,000 YouTube views of these and Media closely with the Centre of Inclusive Seniors Rights Service has gone This yearly event again attracted a visitors to the website videos alone. We thank Family Design, a best practice organisation from relatively unknown to being full house of sector professionals and Community Services (now the specialising in accessibility. We also a sponsor of a major cultural event and community members and was Department of Communities and thank Parramatta Computer Pals for Aboriginal Elders, the Elders also webcast live. The Minister for Justice) for their support of this and for Seniors for their volunteer Olympics NSW. Seniors, John Sidoti MP, was one user testing. other projects this year. of the keynote speakers, alongside ‘Seniors Rights Service really the Hon Dr Kay Patterson AO In the 2019-20 year we will continue Connecting with people from listened and was very accepting and Wendy Morgan, Director of to enhance this dynamic resource. Aboriginal and Torres Strait of those initiatives put forward Gandangara Local Aboriginal Land Islander communities to have proper engagement and Regional work Council. Radio promotion included Seniors Rights Service recognised collaboration with Aboriginal Elders live reads by 2CH breakfast hosts Print, radio and social media the need to deliver culturally and senior people .... they really got Indira Naidoo and Trevor Sinclair. promotion of Info Bingo safe and appropriate services it that for those relationships to be events around the state have to people from Aboriginal and real and enduring, the engagement We are proud to have both these contributed to their great success Torres Strait Islander communities needed to be genuine and ongoing,’ webcasts on our website. – a new promotional look for our and organisations. Over the said Dr McEntyre. Acknowledgements organisation and one that has past two years we developed Major events clearly resonated with seniors our Reconciliation Action Plan Finally I’d like to thank and in regional areas. It’s a great (RAP), focussing on our delivery Seniors Rights Service hosted the acknowledge Dr Jane Polkinghorne privilege to work with our creative of culturally safe and appropriate symposium Women, Ageing & for her phenomenal work as and energised team of regional services, as well as our workplace Disadvantage: Caring in cultural Communications and Media advocates. (See separate story Manager over the past two years. 25,295 34,054 culture. We acknowledge the contexts, held in Bankstown in about Info Bingo.) leadership provided by our March 2019. This event included She left Seniors Rights Service website users website sessions In the previous financial year we Aboriginal staff and board member. two forums and addressed in February 2019. I’d also like to created a suite of compelling Our RAP – a living and operationally financial and social issues facing thank Tom Linnane, a highly valued videos about abuse issues affecting integral document – will be women as they age, with a focus member of the Communications 45.4% 40.9% seniors. These were interviews of launched early in the 2019-20 year on caring roles. Panellists were team, who left us in June 2019, and from previous year from previous year 58 | Seniors Rights Service Annual Report | 2018 - 2019 | 59
Our Commitment to Customer Satisfaction 92% customer Over the past year, Seniors Rights Service has continued to prioritise customer satisfaction. Our legal and advocacy satisfaction clients are invited to complete written surveys. Participants at our community education forums and expos are given Based on feedback from the opportunity to complete evaluation forms. more than 1,100 clients
Beyond traditional surveys and and relevant content, the short provided an opportunity for me to ‘I am very grateful to Seniors Rights ‘The lady who I was fortunate ‘I had no idea what to do, but some evaluation forms, Seniors Rights timeframe did not allow a deep reflect upon my own practice. Thank Service for the much needed help enough to have on the phone was support was helpful. Thanks.’ Service uses a diverse range of enough exploration of the subject you for the service you provide.’ and support I received from the amazing – very knowledgeable, ‘I was provided with information to methods to garner feedback from matter. In future we will seek to ‘I was expecting info on retirement wonderful, caring staff. They listened supportive and all I could ask for.’ help me make the right decision in people we provide services to. address this issue by extending the to me about my concerns, treated village lifestyle but I came away ‘I hope now that I am more relation to the matter I needed help Educational sessions are often events, or by more strictly enforcing me with respect and helped me with a lot more useful information knowledgeable, that I will not need on. The lawyer was very helpful and attended by people with limited a running sheet to guarantee that that is really essential to my family resolve the problems I was having. friendly manner.’ the most relevant and pertinent help any more but if I do I would not capacity. The facilitator will gain and everyone. Appreciated this free The kindness and caring of your staff issues are thoroughly addressed hesitate.’ ‘I cannot thank you enough for your their feedback by asking for a presentation very much.’ gave me the strength to keep going and examined. help. Prior to your intervention, I show of hands or asking open- when I was exhausted. Thanks to ‘Thank you sincerely for your ‘Change is never ending and we need had not received any assistance ended questions instead of written Another area where our customers Seniors Rights Service I now have wonderful representation. SRS to know the relevant changes to or response after months of feedback. We also receive letters, felt that we could improve was the my life back and am able to move should serve as a model for all legal keep informed.’ negotiating on my own. To have this emails and comments on social delay in being contacted for legal forward and enjoy my life.’ practices, especially community ‘I really liked the play. Very down to matter resolved with such a good media from customers. There is a advice, with the legal service being legal services … I commend the earth and educational.’ ‘…I felt like I had a voice and my father outcome is truly priceless for me and feedback form on our website and described as ‘overworked and persons who answer the phone. had a voice…’ it would not have happened without clients are always invited to provide understaffed’. The popularity of this ‘Action will be taken. An excellent They are calm and reassuring, ask the assistance of the Senior Rights feedback about our services over aspect of our work reached an all- wake-up call.’ ‘Thank you for supporting me and appropriate questions and set out the phone. Service.’ time high in 2018-2019, with 3,422 Where we can improve: for your help. Us seniors need a an appropriate plan to follow. They This year saw more than 1,100 customers receiving advice. We group like yours.’ encourage you to explain your Where we can improve: hope to work with our funders ‘There needed to be more time situation, rather than rush to get you completed surveys and educational/ ‘Thank you for your welcome both ‘The lady from Seniors Rights in the coming year to ensure to discuss lots of these issues. off the phone.’ event feedback forms returned to Service couldn’t help with the that the strong demand is more Unfortunately ran out of time.’ on the phone at reception and from us. The respondents reported a ‘I am very pleased with the way problem but was very helpful with adequately met. [your solicitor] … I could not fault 92% satisfaction rate, up 2% from ‘Too short – would have liked more the service. It is a much needed Seniors Rights Service are trying to other information. So I feel this the 2017-2018 financial year. This info! Excellent presentation – thank Comments from our support for older, vulnerable people help us.’ wasn’t very helpful to me.’ emphasises that an overwhelming you.’ community forum who are often not in good mental ‘The matter I rang about is ongoing ‘I was happy with answers but my majority of our customers are participants: Comments from clients of our or physical health and do not have and we will be needing the service problem did not resolve.’ pleased with our work and that ‘Information I didn’t know was talked Legal and Advocacy services: many financial resources. They also again. I was very impressed with the ‘I do not feel my problem was taken we are continuing to improve our about and now I can act on it.’ may have little education or come service.’ seriously enough and the course customer service. ‘Thank you very much for the ‘Great experience, [regional area] valuable advice to me to deal with from NESB background which puts ‘It’s nice to know you can talk to of action I felt like pursuing was not We utilise feedback to work towards usually misses out on such expert the challenging situation. After they them at huge risk of abuse and someone and they will listen.’ supported enough.’ improving our services and to advice. So appreciated.’ were aware that I sought help from exploitation. I cannot praise your ‘I’d like to thank [your solicitor] again. ‘Your legal service is overworked and ensure that we are meeting our ‘Brought me up to date and where your service, suddenly they (the service and your staff enough.’ If it wasn’t for his knowledge and understaffed.’ customers’ needs. to seek advice (impartial) on very nursing home) became more helpful ‘Thanking you. Keep advertising professionalism the outcome would ‘Delay in being contacted regarding pertinent issues of ageing and care.’ Feedback from several of our and understanding. Notwithstanding in the Seniors Magazine. It is nice have been quite different.’ enquiry was experienced. Otherwise educational forums has indicated ‘The session increased my awareness that they have a lot to improve. to know that you are only a phone ‘They steered me in the right full praise to the service.’ that despite the interesting of care recipients’ rights and Thanks again.’ call away.’ direction who to ring.’ 60 | Seniors Rights Service Annual Report | 2018 - 2019 | 61
Our Priority Populations Your rights | Your voice
Seniors Rights Service prioritises engagement with older people who are: – members of Aboriginal and Torres Strait Islander communities – members of culturally and linguistically diverse communities – members of LGBTIQ+ communities – living in regional, rural or remote locations in NSW – disadvantaged and vulnerable. 62 | Seniors Rights Service Annual Report | 2018 - 2019 | 63
Our Work with Aboriginal Our Work in Regional, and Torres Strait Islander People Rural and Remote NSW
Seniors Rights Service is working hard to connect with Aboriginal and Torres Strait Islander people, as building trust The year 2018-19 saw more additions to our existing regional services. We now have five: the South Coast, Mid-North and good relationships within these communities is essential to ensure they are aware of how our services can benefit Coast, Central West, South West and Far North Coast of NSW. We genuinely have a statewide presence. The expansion them. With Indigenous people forming approximately 2.9% of NSW’s population (around 220,000 people), it is vital that means we are more able to reach our target populations, regardless of geographic location. Seniors Rights Service forms valuable connections with these groups.
To build constructive relationships with Aboriginal sponsorships enabled us to build relationships of trust All regions have sizeable Aboriginal populations. The communities, Aboriginal-led organisations and Elders with Aboriginal and Torres Strait Islander communities, South West has many residents from culturally and across NSW, Seniors Rights Service engaged Worimi/ allowing us to assist with issues that affect them, such linguistically diverse backgrounds, particularly Italian, Wonnarua First Nations woman and research consultant as abuse. while the NSW North Coast is home to many people from the LGBTIQ+ communities. We have also targeted Dr Elizabeth McEntyre. With Dr McEntyre’s knowledge We participated in the annual Yabun Festival for the disadvantaged, isolated and vulnerable regional and assistance, Seniors Rights Service has made first time this year, which celebrates the proud history populations with a new outreach initiative, Info Bingo. connections with several Aboriginal groups across NSW, of Aboriginal and Torres Strait Islander people through leading to our sponsorship of the 2019 Elders Olympics music, dance, discussion and activities. More than 35,000 Seniors Rights Service’s efforts to build awareness in Port Macquarie. Dr McEntyre will continue this work people attended the festival, which is Australia’s largest of – and to facilitate the prevention of – elder abuse, in the coming months to help establish Seniors Rights one-day gathering celebrating Aboriginal and Torres specifically for the most isolated and vulnerable, has Service as a trusted provider amongst Aboriginal Strait Islander cultures. More than 350 people visited the been a highlight this year. In order to enhance awareness communities and organisations. Seniors Rights Service stall, where they were provided of our legal and advocacy services and of other In response to a request from an outer South Sydney with resources and information. We received a number of services available in the regions, our advocates devised Elder Olympics Team, we sponsored the production of legal and social work enquiries as a result. Info Bingo events, where older people are brought together for a day of fun, games, information and social Gerard Dunlop, Far North Coast Advocate, participated their team shirts for the South Sydney Elder Olympics, Our Dubbo aged care advocate took a carload of interaction [see separate report]. These events were in many well-attended activities linked to his focus group: which were developed with the Seniors Rights Service water to Walgett, where the Namoi River was dry. held in Nowra, Dubbo, Wagga and Wauchope and were Lismore Lads Lunch Club, ACON Afternoon Delight logo on the back. Moreover, we sponsored a table and This visit enabled Seniors Rights Service to engage very well received by the participants. Feedback was Cinema Event, ACON education session. A highlight was cash prize for the winning team of the 2019 Elders with the Dharriwaa Elders Group, and gave the Elders overwhelmingly positive and many more events are the Tropical Fruits Fair Day with 425 people attending. Olympics in Port Macquarie, at which a board member an opportunity to voice their concerns about the planned for next year. (Some of these events were conducted just outside of the and aged care advocate were present to answer community, as well as issues affecting them as Elders, reporting period.) questions about the work of our organisation. These such as access to aged care. Seniors Rights Service was present at the Elder Olympics at Port Macquarie. South West Advocate Tammy Cabban South Coast Advocate Margaret Crothers attended and attended with board member Maureen Walsh. We had an had an information stall in conjunction with Shoalcoast information stall and sponsored a table, and also donated Community Legal Centre and Nowra Legal Aid at both a prize of $500 to the winning team. the Nowra and Ulladulla NAIDOC week events. Jill McDonnell, Mid North Coast Advocate, attended and was involved in the NAIDOC Week Family Day, Hastings, an Aboriginal women’s family day and the Booroongen Djugun Elders Day. Shanel Tighe, Central West Advocate, was involved in the Water for Walgett project. In April 2019, Seniors Rights Service donated and delivered hundreds of litres of water to the water-starved township. Shanel also attended the annual Multicultural Interagency meeting in Dubbo in July 2019. 64 | Seniors Rights Service Annual Report | 2018 - 2019 | 65
Our Work with Disadvantaged Our Work with People from Culturally and Vulnerable People and Linguistically Diverse Backgrounds
Seniors Rights Service’s efforts to build awareness of our legal and advocacy services are especially important for To ensure our services are available to all, Seniors Rights Service works hard to provide programs and activities targeted older people who may be experiencing disadvantage or have particular vulnerabilities. Our work over the past year to culturally and linguistically diverse groups that address the specific needs of that community. has sought to break down barriers to service delivery, ensuring that all older people are aware of and have access to Seniors Rights Service.
In collaboration with Family and Community Services As part of the Aged Care System Navigators Trial, Seniors Rights Service has continued working with In other work, our Mandarin- and Cantonese-speaking (FACS) NSW, Seniors Rights Service has been running Council on the Ageing (COTA) Australia engaged Sydney’s South Asian community to stimulate discussion lawyers attended the Australian Seniors Expo 2019, a fortnightly legal and social work clinic for the older Seniors Rights Service to help older people navigate the about the abuse of older people in order to reduce stigma an event that promotes active ageing for Chinese and residents of a local housing estate. The clinic, called often complex aged care system. This has been done surrounding this issue. This was done at a Community South East Asian seniors. Having our bilingual solicitors Surry Hills Community Connect, allows vulnerable older through the establishment of Information Hubs in Inner Information Forum, Everyone Deserves Respect, present meant they could engage with more than 5000 people to gain free and confidential legal advice and Sydney and the Northern Rivers, which both provide in partnership with AASHA Australia, a community attendees about our work and how to access our legal social support services. The clients often present with locally targeted information to older people about the organisation that provides services and support to and advocacy services. multifaceted issues that can put them at risk of further aged care options available. Outreach is also provided older Indian and South Asian people. The event was well In collaboration with Multicultural Communities vulnerabilities and abuse, and the presence of the social to vulnerable groups, such as homeless people, or those received and around 200 people attended. Council of Illawarra, Seniors Rights Service worked with worker and bilingual solicitors offers the older person unable to contact My Aged Care or fill out forms. To inspire conversation about the challenges facing a Macedonian Theatre Group to develop a play that a multidisciplinary approach to assisting with their older women, particularly the experience of carers explored elder abuse issues in culturally and linguistically complex needs. from different cultural backgrounds, six short videos diverse contexts. This play was then shown at three This approach was repeated in Western Sydney at were developed and shown at our forum in Bankstown, events around regional NSW, which stimulated panel a monthly Community Hub in Wentworthville. This Women, Ageing & Disadvantage: Caring in Cultural discussions about its subject matter. The events were was particularly pertinent for older residents from Contexts. A panel comprising representatives from the extremely well attended by culturally and linguistically multicultural backgrounds, who may not be able to Islamic Women’s Association Australia, Multicultural diverse groups; the Newcastle event had 26 different access free and confidential legal advice and social Communities Council Illawarra, Carers NSW, Bankstown nationalities in the audience. This meant that a wide support elsewhere. Western Sydney is a metropolitan Older Women’s Network and Gandangara Local range of people left with a deeper understanding of what region of great cultural, linguistic and economic Aboriginal Land Council, enabled invaluable discussions can constitute abuse, and how organisations such as diversity, and it is essential that we continue to build about complex issues facing female carers and what Seniors Rights Service can assist when it occurs. relationships with the growing population of older supports are available. More than 70 people attended the people living there. forum and feedback was very positive. 66 | Seniors Rights Service Annual Report | 2018 - 2019 | 67
Our Work with Older LGBTIQ+ People Some Media Coverage of Our Work 2018-2019
Older LGBTIQ+ people have remained another focus for Seniors Rights Service this year, especially as a population Media Outlet Date Published Headline/Program Potential Reach whose specific needs often are not met by mainstream services. More than 1200 people attended LGBTIQ+- 20 September Interview with CEO Russell Westacott on aged care related Seniors Rights Service events during the year, significantly exceeding expectations. ABC News and Radio 636,000+ views on TV 2018 abuse and how to access assistance. Media release in response to the announcement of Resulted in numerous 17 September Media release the Royal Commission into Aged Care and the approaches from the 2018 4 Corners report on aged care. media Advocacy manager, Pat Joyce interviewed by ABC As part of the 2019 Sydney Gay and Lesbian Mardi Gras answers some of the most common questions asked by 27 September ABC Life reporter on what to consider when looking into 500,000+ 2018 Film Festival, we had the privilege of attending the LGBTIQ+ people as they age. This resource was launched aged care services. screening of the inspirational biopic Becoming Colleen. in partnership with AIDS Council of New South Wales Education Project Manager, Maree Montgomery The documentary follows Colleen’s journey towards (ACON) at LOVE Club, ACON’s social group for older 12 November ABC Radio Wagga interviewed on ABC local radio to discuss how to 684,000+ gender affirmation in her 80s, and her experience in LGBTIQ+ people. 2018 access video resources. navigating the aged care system during her transition. Continuing our work with ACON, we again took part in Editorial on Women, Ageing & Disadvantage, Following the movie, Seniors Rights Service Education 12 November Afternoon Delight, movie matinees in six locations across Australian Ageing Agenda written by Communications and Media Manager, National Coverage Manager Diana Bernard facilitated a panel discussion on 2018 NSW, which provide older LGBTIQ+ people opportunities Jane Polkinghorne. Diversity in Aged Care. More than 350 people attended to connect with their community and gain tailored and feedback was extremely positive. Editorial on the social support services that Seniors information about services available to them as they age. Northern Star Jan 2019 222,000 readership Rights Service provides statewide. We also held a stall at the 2019 Sydney Gay and Lesbian Seniors Rights Service representatives attended each Editorial written by Jane Polkinghorne on aged 200,000+ older readers Mardi Gras Fair Day. More than 80,000 people passed session and explained to the audience the value of our 50s Plus Lifestyle Jan 2019 care advocacy targeted at Western Sydney. in Western Sydney through this fabulous event, and more than 400 visited organisation and how we could assist them. the Seniors Rights Service stall. As one of our lawyers was Jan 2019 –Dec Seniors Rights Service now sponsors Optimal Life 15,000 older listeners Seniors Rights Service has continued its presence in 2RPH present at the stall, many older LGBTIQ+ had their legal 2019 program on 2RPH. each fortnight regions with large older LGBTIQ+ populations, with aged questions answered and felt comfortable contacting us Russell Westacott and Jane Polkinghorne care advocates on the Mid and Far North Coast. This has 11 February 610,000 nightly should they require further assistance. ABC 7.30 commented on the mistreatment of people in allowed us to maintain and build strong connections with 2019 audience retirement villages. A major initiative of the last year was the revival and LGBTIQ+ contacts in those regions, as well as tailoring our re-launch of our Q&A for LGBTIQ+ booklet, which services to meet the needs of those communities. Russell Westacott called to comment on the 10 February Federal Government’s announcement of extra ABC New England 120,000 listeners weekly 2019 funding as Royal Commission into Aged Care gets underway. Editorial by Jane Polkinghorne on upcoming Canterbury Bankstown 27 February Women, Ageing & Disadvantage: Caring in Cultural 140,000 weekly readers Torch 2019 Contexts event. Advocate Jill McDonell spoke about the New ABC Radio 28 June 2019 Charter of Aged Care rights, consent and best Mid-north coast practice around ‘restraint’. CEO Russell Westacott was interviewed by Cassie ABC Radio 19 June 2019 McCullagh on Focus. He spoke about financial 1.95 million abuse within the family, particularly housing issues. 68 | Seniors Rights Service Annual Report | 2018 - 2019 | 69
Our International Work Some Highlights of the Year
Seniors Rights Service continues to play a role in the development of an international convention on the rights of older people.
FINALIST - Human Rights Award 2018
The organisation has sent delegates to the United Rights Service earlier that year, and the government Nations Open-Ended Working Group on Ageing for response and commitment at a domestic level both at more than five years. In the reporting period 2018-19 the the conference and in the months after. This workshop United Nations held the 9th and the 10th sessions of this was attended by civil society representatives from about working group. For nine years it has been held in July 20 different member states from across the globe. of each year. However the UN decided to move these Seniors Rights Service will be presenting a paper at sessions to April as of 2019 – hence the two meetings in the annual Australasian Association of Gerontology one year. This move by the UN is seen as significant as conference in November 2019. While we will be outlining sessions held outside of the summer months are better the UN process to date, and the members who represent resourced by the UN and have greater prominence on its Australia’s civil society contingent at each year’s UN calendar of events. session, we will make a pitch at this national event for Like any international instrument developed under UN other interested parties to join this process. The greater processes, it is essential to have civil society present to the civil society input from Australia means the more help shape the final outcome. A human rights convention leverage we can place on the Australian government to on the rights of older people will be more meaningful and support an international convention. strategic if rights-based organisations such as Seniors Unfortunately the current Australian government is not Rights Service are able to participate in the discussions in support of such a convention as it believes the current between member-state representatives. That is why overarching UN human rights convention is adequate. over the past 12 months or so Seniors Rights Service Seniors Rights Service and other civil society groups will has been active in consulting a number of civil society continue to argue that a targeted convention focusing organisations and individuals from across Australia that on older people can provide language that reflects the regularly attend the UN OEWGA sessions. inequities and discrimination that are specific to older Australia’s role in this international process is important. people the world over, including Australian citizens. Seniors Rights Service was delighted This was an incredible achievement, Often Australia brings other countries on board and in In the year ahead Seniors Rights Service intends to and humbled to be selected in particularly given a record number support of conventions it signs up to. For example, many continue to play a key role in organising Australian civil the 2018 Human Rights Awards of nominations were received for Pacific states vote as a bloc alongside Australia on similar society and collectively lobbying federal government to as a finalist for the Community the Community Organisation Award issues. That is why Seniors Rights Service sees this actively support such a convention at the UN level. Organisation Award. this year. Being selected as a finalist process as multi-pronged: garnering support from the is a wonderful acknowledgement The Human Rights Awards are Australian government; influencing the issues that would of the great work done by our staff, conferred by the Australian Human be a part of such a convention and ensuring a broad volunteers, pro bono solicitors and Rights Commission and embrace engagement of civil society. board members. A number of us individual and group achievements attended the awards ceremony on At the July 2018 meeting Russell Westacott and Margaret in advancing human rights both in 14 December. Duckett co-chaired a 90-minute sideline workshop at the Australia and globally. As a finalist, UN event. The workshop outlined Australia’s community Seniors Rights Service was in good response to elder abuse in relation to the 5th National company with the winner being Elder Abuse Conference, which was hosted by Seniors Australian Marriage Equality. 70 | Seniors Rights Service Annual Report | 2018 - 2019 | 71
Some Highlights of the Year
Women, Ageing & Disadvantage Symposium 2018 World Elder Abuse Awareness Day 2019
In November 2018 Seniors Rights bigger venue. Many people watched In her Welcome to Country, Aunty On 14 June 2019, Seniors Rights and Superintendent Bradley Hodder. Service hosted a symposium our live webcast. Facilitated by Ellen Ann Weldon, from the Metropolitan Service commemorated World The theme, Lifting Up Voices, on women and ageing. It asked Fanning, speakers at the symposium Local Aboriginal Land Council, said Elder Abuse Awareness Day. was addressed from different many questions such as: Why approached the issue of women’s respecting Elders was the essence Hosting a panel of experts, the angles, highlighting the need for are older women the fastest ageing and disadvantage from a of her Wiradjuri culture. event was attended by sector community awareness of abuse, growing demographic of people broad range of perspectives. professionals, Senior Rights Service abuse-prevention strategies and ‘My upbringing as a child was experiencing homelessness? members and members of the cultural awareness. Strong common themes emerged – certainly led by the Elders, by Why are over 70% of older people public. It was also live-streamed as the need to combat ageism, change old people,’ said Aunty Ann, who who report abuse women? What a webcast. CEO Russell Westacott attitudes and listen to older people grew up on an Aboriginal reserve can be done to halt the rapidly chaired the event and was joined from all communities; how being in Cowra. Now she was an Elder increasing number of older women by the Hon John Sidoti MP, Age respected, living visibly and with herself, ‘our wisdom and our experiencing social disadvantage? Discrimination Commissioner the good community connections led journeys can certainly pave the way Hon Dr Kay Patterson AO, Director Interest was so strong, within 24 to better health outcomes; and the for young ones to come’. of Gandangara Local Aboriginal hours of the promotional launch, we crucial need for more social and Land Council Ms Wendy Morgan, were ‘sold out’ and had to move to a affordable housing. 72 | Seniors Rights Service Limited | Financial Report | 2018 - 2019 ABN 98 052 960 862 | ACN 626 676 533 | 73
Financial Report Year Ended 30 June 2019
CONTENTS: PAGE DIRECTORS’ DECLARATION Directors’ Declaration 72 The directors of the company declare that: Auditor’s Report 73-74 1. The financial statements and notes, as set out on pages 72 to 82, for the year ended 30 June 2019 are in accordance Auditor’s Independence Declaration 75 with the Australian Charities and Not-for-profits Statement of Profit or Loss and other Commission Act 2012 and: Comprehensive Income 76 (a) Complying with Australian Accounting Standards Statement of Financial Position 76 (including the Australian Accounting Interpretations) and Statement of Changes in Equity 77 the Australian Charities and Not-for-profits Commission Regulation 2013; and Statement of Cash Flows 77 (b) give a true and fair view of the financial position and Notes to the Financial Statements 78-82 performance of the company. 2. In the directors’ opinion, there are reasonable grounds to believe that the company will be able to pay its debts as and when they become due and payable. This declaration is made in accordance with a resolution of the Board of Directors.
Margaret Duckett Elaine Leong Board Director Board Director President Vice President Sydney Sydney Dated this 8th day of Dated this 8th day of November, 2019 November, 2019 74 | Seniors Rights Service Limited | Financial Report | 2018 - 2019 ABN 98 052 960 862 | ACN 626 676 533 | 75
In preparing the financial report, management is responsible for assessing the Entity’s ability to continue as a going concern, disclosing, as applicable, matters related to going concern and using the going concern basis of accounting unless management either intend to liquidate the Entity or to cease operations, or have no realistic alternative but to do so. MEAGHER, HOWARD & WRIGHT Suite 506 CERTIFIED PRACTISING ACCOUNTANTS Level 5 / 55 Grafton Street Those charged with governance are responsible for overseeing the Entity’s financial reporting process. ABN 42 664 097 441 BONDI JUNCTION NSW 2022 PO Box 653 Auditor’s Responsibilities for the Audit of the Financial Report PARTNERS FINANCIAL PLANNING BONDI JUNCTION NSW 1355 K.J. WRIGHT J.P. M.COMM. F.C.P.A MARK MAYCOCK J.P. Our objectives are to obtain reasonable assurance about whether the financial report as a whole is free from G. MIDDLETON B.COMM. ACA Phone: 02 9387 8988 material misstatement, whether due to fraud or error, and to issue an auditor’s report that includes our ASSOCIATE Fax: 02 9387 8388 opinion. Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted L.J. HOWARD O.A.M. J.P. B Ec. F.C.P.A. in accordance with Australian Auditing Standards will always detect a material misstatement when it exists. Misstatements can arise from fraud or error and are considered material if, individually or in the aggregate, they could reasonably be expected to influence the economic decisions of users taken on the basis of this financial report. AUDITOR'S INDEPENDENCE DECLARATION
As part of an audit in accordance with the Australian Auditing Standards, we exercise professional judgement UNDER SECTION 307C OF THE CORPORATIONS ACT 2001 and maintain professional scepticism throughout the audit. We also: TO THE DIRECTORS OF SENIORS RIGHTS SERVICE LTD Identify and assess the risks of material misstatement of the financial report, whether due to fraud or error, design and perform audit procedures responsive to those risks, and obtain audit evidence that is sufficient and appropriate to provide a basis for our opinion. The risk of not detecting a material misstatement resulting from fraud is higher than for one resulting from error, as fraud may involve In accordance with the requirements of section 60-40 of the Australian Charities and Not-for-Profits collusion, forgery, intentional omissions, misrepresentations, or the override of internal control. Commission Act 2012 for the Audit of Seniors Rights Service Limited, for the year ended 30 June 2019, I declare that, to the best of my knowledge and belief, there have been: Obtain an understanding of internal control relevant to the audit in order to design audit procedures that
are appropriate in the circumstances, but not for the purpose of expressing an opinion on the (i) no contraventions of the auditor independence requirements of the Australian Charities and effectiveness of the Entity’s internal control. Not-for-Profits Commission Act 2012 in relation to the audit; and Evaluate the appropriateness of accounting policies used and the reasonableness of accounting estimates and related disclosures made by the management. (ii) no contraventions of any applicable code of professional conduct in relation to the audit. Conclude on the appropriateness of the management’s use of the going concern basis of accounting and, based on the audit evidence obtained, whether a material uncertainty exists related to events or conditions that may cast significant doubt on the Entity’s ability to continue as a going concern. If we Name of Firm: Meagher Howard & Wright conclude that a material uncertainty exists, we are required to draw attention in our auditor’s report to Certified Practising Accountants the related disclosures in the financial report or, if such disclosures are inadequate, to modify our opinion. Our conclusions are based on the audit evidence obtained up to the date of our auditor’s report. However, future events or conditions may cause the Entity to cease to continue as a going concern. Evaluate the overall presentation, structure and content of the financial report, including the disclosures, and whether the financial report represents the underlying transactions and events in a manner that achieves fair presentation. Name of Director: Ken Wright We communicate with those charged with governance regarding, among other matters, the planned scope and timing of the audit and significant audit findings, including any significant deficiencies in internal control Address: Suite 506, 55 Grafton Street BONDI JUNCTION NSW 2022 that we identify during our audit.
Dated thisthis 8th 24th day day of November,of October 2019 2019 We also provide the those charged with governance with a statement that we have complied with relevant ethical requirements regarding independence, and to communicate with them all relationships and other matters that may reasonably be thought to bear on our independence, and where applicable, related safeguards.
Meagher Howard & Wright Kenneth Wright CPA Partner
Suite 506 55 Grafton Street Bondi Junction NSW 2022 Dated thisthis 8th24th day day of ofNovember, October 2019
Page 1 76 | Seniors Rights Service Limited | Financial Report | 2018 - 2019 ABN 98 052 960 862 | ACN 626 676 533 | 77
STATEMENT OF PROFIT OR LOSS AND OTHER COMPREHENSIVE INCOME FOR THE YEAR ENDED 30 JUNE 2019 STATEMENT OF CHANGES IN EQUITY FOR THE YEAR ENDED 30 JUNE 2019 NOTE 2019 2018 NOTE RETAINED TOTAL $ $ EARNINGS $ $ Income Revenue 3 3,485,020 3,156,037 Balance at 1 July 2017 166,284 166,284 Expenditure Profit attributable to equity shareholders 13,294 13,294 Advertising expenses (90,965) (122,480) Balance at 30 June 2018 179,578 179,578 Auditor's remuneration 4 (13,310) (16,900) Profit attributable to equity shareholders 32,451 32,451 Depreciation and amortisation expenses 8,898 (7,083) Balance at 30 June 2019 212,029 212,029 Employee benefits expenses (2,370,894) (1,861,497) Other expenses (986,298) (1,134,783) 32,451 13,294 STATEMENT OF CASH FLOWS FOR THE YEAR ENDED 30 JUNE 2019 Surplus for the year 5 32,451 13,294 NOTE 2019 2018 $ $ Total comprehensive income for the year 32,451 13,294 CASH FLOWS FROM OPERATING ACTIVITIES Receipts from Grants & Funding 3,260,520 3,839,509 STATEMENT OF FINANCIAL POSITION AS AT 30 JUNE 2019 Payments to suppliers and employees (3,744,022) (3,031,606) NOTE 2019 2018 Interest received 23,038 21,381 $ $ Net cash provided by (used in) operating activities 14 (460,464) 829,284 ASSETS CURRENT ASSETS Net increase (decrease) in cash held (460,464) 829,284 Cash and cash equivalents 6 996,481 1,456,944 Cash at beginning of financial year 1,456,944 627,660 Trade and other receivables 7 30,203 30,636 Cash at end of financial year 6 996,480 1,456,944 Other current assets 8 2,650 2,175 TOTAL CURRENT ASSETS 1,029,334 1,489,755
NON-CURRENT ASSETS Property, plant and equipment 9 36,262 27,364 TOTAL NON-CURRENT ASSETS 36,262 27,364 TOTAL ASSETS 1,065,596 1,517,119
LIABILITIES CURRENT LIABILITIES Trade and other payables 10 332,153 874,540 Provisions 11 440,260 381,848 TOTAL CURRENT LIABILITIES 772,413 1,256,388
NON-CURRENT LIABILITIES Provisions 11 81,154 81,153 TOTAL NON-CURRENT LIABILITIES 81,154 81,153 TOTAL LIABILITIES 853,567 1,337,541 NET ASSETS (LIABILITIES) 212,029 179,578
EQUITY Retained earnings 12 212,029 179,578 TOTAL EQUITY 212,029 179,578 78 | Seniors Rights Service Limited | Financial Report | 2018 - 2019 ABN 98 052 960 862 | ACN 626 676 533 | 79
NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 30 JUNE 2019 NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 30 JUNE 2019
The financial reports cover Seniors Rights Service Ltd as an individual Provisions 2019 2018 $ $ entity. Seniors Rights Service Ltd is a not for profit Limited by Provisions are recognised when the company has a legal or 3 Revenue and Other Income Guarantee company incorporated and domiciled in Australia. constructive obligation, as a result of past events, for which it is The functional and presentation currency of Seniors Rights Service probable that an outflow of economic benefits will result and that Revenue Ltd is Australian dollars. outflow can be reliably measured. Sales revenue: Comparatives are consistent with prior years, unless otherwise stated. Provisions are measured at the present value of management’s best Rendering of services 3,411,583 3,051,460 1. Basis of Preparation estimate of the outflow required to settle the obligation at the end of Other revenue: the reporting year. The discount rate used is a pre-tax rate that reflects Interest received 23,039 21,381 The financial statements are general purpose financial statements current market assessments of the time value of money and the that have been prepared in accordance with the Australian risks specific to the liability. The increase in the provision due to the Other revenue 50,398 83,196 Accounting Standards and the Australian Charities and Not-for-Profits unwinding of the discount is taken to finance costs in the statement of 73,437 104,577 Commission Act 2012. In the opinion of the board the company is not other comprehensive income. a reporting entity since there are unlikely to exist users of the financial statements who are not able to command the preparation of reports Cash and Cash Equivalents Total revenue 3,485,020 3,156,037 so as to satisfy specifically all of their information needs. Cash and cash equivalents comprises cash on hand, demand deposits and short-term investments which are readily convertible to known These financial statements and associated notes comply with Interest revenue from: International Financial Reporting Standards as issued by the amounts of cash and which are subject to an insignificant risk of Interest Received 23,039 21,381 International Accounting Standards Board. change in value. Total interest revenue on financial assets not at fair value through profit or loss 23,039 21,381 The financial statements have been prepared on an accruals basis Revenue and are based on historical costs modified, where applicable, by the Interest revenue is recognised on a proportional basis taking into measurement at fair value of selected non current assets, financial account the interest rates applicable to the financial assets. Other revenue from: assets and financial liabilities. Government Grants Strategy Day Revenue - 60,000 The significant accounting policies adopted in the preparation of A number of the Company’s programs are supported by grants Sundry Income 50,398 23,196 these financial statements are presented below and are consistent received from the federal, state and local governments. If conditions with prior reporting periods unless otherwise stated. Total other revenue 50,398 83,196 are attached to a grant which must be satisfied before the Company 2. Summary of Significant Accounting Policies is eligible to receive the contribution, recognition of the grant as 4 Auditor’s Remuneration Property, Plant and Equipment revenue is deferred until those conditions are satisfied. Where a grant is received on the condition that specified services are delivered to Auditors Remuneration - Fees 13,310 16,900 Each class of property, plant and equipment is carried at cost less. the grantor, this is considered a reciprocal transaction. Revenue is where applicable, any accumulated depreciation and impairment of recognised as services are performed and at year end a liability Grants losses. In Advance is recognised until the service is delivered. 5 Profit for the year Plant and equipment All revenue is stated net of the amount of goods and services The result for the year was derived after charging / (crediting) the following items: Plant and equipment are measured using the cost model. tax (GST). Profit before income tax from continuing operations includes the following specific expenses: Expenses Depreciation Goods and Services Tax (GST) Employee benefits expense: Property, plant and equipment, is depreciated on a straight line basis Revenue, expenses and assets are recognised net of the amount over the assets useful life to the Company, commencing when the of goods and services tax (GST), except where the amount of GST contributions to defined contribution superannuation funds 195,627 151,528 asset is ready for use. incurred is not recoverable from the Australian Taxation Office (ATO). Depreciation of property, plant and equipment (8,898) 7,083 Leased assets and leasehold improvements are amortised over the Receivables and payables are stated inclusive of GST. shorter of either the unexpired period of the lease or their estimated Cash flows in the statement of cash flows are included on a gross 6 Cash and Cash Equivalents useful life. basis and the GST component of cash flows arising from investing Cash in Hand 400 400 Employee Benefits or financing activities which is recoverable from, or payable to, the taxation authority is classified as operating cash flows. Cash at Bank 996,081 1,456,544 Provision is made for the company’s liability for employee benefits 996,481 1,456,944 arising from services rendered by employees to the end of the Comparative Amounts Reconciliation of cash reporting period. Employee benefits that are expected to be wholly Comparatives are consistent with prior years, unless otherwise stated. settled within one year have been measured at the amounts expected Cash and Cash equivalents reported in the statement of cash flows are reconciled to Where a change in comparatives has also affected the opening to be paid when the liability is settled. Employee benefits payable the equivalent items in the statement of financial position as follows: retained earnings previously presented in a comparative period, an later than in one year have been measured at balance date plus Cash and cash equivalents - - opening statement of financial position at the earliest date of the related on costs. comparative period has been presented. - - Provision for parenting leave and redundancy are made due to statutory obligations and factors that may be impacted by changes to grant funding. Current wage rates are used in the calculation of these provisions. 80 | Seniors Rights Service Limited | Financial Report | 2018 - 2019 ABN 98 052 960 862 | ACN 626 676 533 | 81
NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 30 JUNE 2019 NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 30 JUNE 2019 2019 2018 2019 2018 $ $ $ $ 7 Trade and Other Receivables 11 Provisions Other Debtors 650 650 Provision for Holiday Pay 151,245 139,839 Trade Debtors 2,231 - provision for Long Service Leave 250,969 208,962 GST on Acquisitions 27,322 29,986 Provision for Parenting Leave 38,046 33,047 30,203 30,636 Provision for Redundancy 81,154 81,153 The carrying value of trade receivables is considered a reasonable approximation of 521,414 463,001 fair value due to the short term nature of the balances. Total provisions 521,414 463,001
8 Other Assets Analysis of Total Provisions Current Current 440,260 381,848 Load to Go 2,650 - Non-current 81,154 81,153 Prepayments - 2,175 521,414 463,001 2,650 2,175 12 Retained Earnings Retained earnings at the beginning of the financial year 179,578 166,284 9 Property, Plant and Equipment Net profit attributable to members of the company 32,451 13,294 PLANT AND EQUIPMENT Retained earnings at the end of the financial year 212,029 179,578 Plant and Equipment: At cost 210,151 210,151 13 Capital and Leasing Commitments Accumulated depreciation (173,889) (182,787) Operating Lease Commitments Total Plant and Equipment 36,262 27,364 Non-cancellable operating leases contracted for but not capitalised in the financial statements: Payable - minimum lease payments 10 Trade and Other Payables Not later than 12 months 184,200 177,116 Current Between 12 months and five years 256,253 440,453 Grants in Advance 184,434 704,852 440,453 617,569 Accrued Expenses 59,765 57,307 Reserve for Asset Replacement 48,000 48,000 The organisation signed a lease commencing 1 November 2016. This lease is for 5 years to GST on Supplies 39,954 64,381 31 October 2021 and has a 3 year option 332,153 874,540 82 | Seniors Rights Service Limited | Financial Report | 2018 - 2019 ABN 98 052 960 862 | ACN 626 676 533 | 83
NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 30 JUNE 2019 NOTES
2019 2018 $ $ 14 Cash Flow Information Reconciliation of result for the year to cashflows from operating activities. Reconciliation of net income to net cash provided by operating activities:
Profit after income tax 32,451 13,294
Cash flows excluded from profit attributable to operating activities
Non-cash flows in profit Depreciation adjustment prior year (13,098) - Depreciation 4,200 7,083
Changes in assets and liabilities
(lncrease)/decrease in other assets (475) 1,382 (lncrease)/decrease in trade and other receivables 433 9,211 lncrease/(decrease) in Grants in Advance (520,418) 669,853 lncrease/(decrease) in trade and other payables (21,968) 48,689 lncrease/(decrease) in provisions 58,412 79,772
(460,463) 829,284
15 Financial Risk Management
The company is exposed to a variety of financial risks through its use of financial instruments.
The company’s overall risk management plan seeks to minimise potential adverse effects due to the unpredictability of financial markets. The company does not have any derivative instruments at 30 June 2019. Objectives, Policies and Processes The board of directors receives overall responsibility for the establishment of the company’s financial risk management framework. This includes the development of policies covering specific areas such as interest rate risk and credit risk.
Risk management policies and systems are reviewed regularly to reflect changes in market conditions and the company’s activities. The day-to-day risk management is carried out by the company’s finance function under policies and objectives which have been approved by the board of directors. The chief financial officer has been delegated the authority for designing and implementing processes which follow the objectives and policies. This includes monitoring the levels of exposure to interest rate and assessment of market forecasts for interest rate movements.
16 Statutory Information Seniors Rights Service Ltd
Your rights Your voice Legal | Advocacy | Education
The staff and board of Seniors Rights Service would like to thank all of the organisation’s supporters. We rely on volunteers, media, funders, policy- makers, partners, friends, politicians and people in the community to help us spread the word in ensuring older people’s rights are upheld and their interests are to the fore. Undoubtedly, it is due to this support that Seniors Rights Service continues to grow and deliver vital services to vulnerable older people. Please share any knowledge or information you have gained from this report to others. Seniors Rights Service looks forward to making a meaningful difference in the lives of older people in the months and years ahead. We ask that you continue to include us in conversations in your own community and refer to us when an older person needs assistance.
Level 4, 418A Elizabeth St. Surry Hills NSW 2010 P (02) 9281 3600 P 1800 424 079 F (02) 9281 3672 info@seniorsrights service.org.au www.seniorsrightsservice.org.au Publication number: 3.2.4 | Seniors Rights Service Limited Ltd | ABN 98 052 960 862 | ACN 626 676 533