Annual Report 2017/18 Our stories, with heart.

We are Uniting.

We work to inspire people, enliven communities and confront injustice. Here are our stories, shared with heart.

Uniting Annual Report 2017/18 1 We acknowledge and respect all ancestral lands of Australia’s First People. We pay our respects to Elders past and present and we extend that respect to our youth – who will continue to nurture this land and preserve the oldest surviving culture on the planet. We serve our obligation to co-create a nation of truth that proudly embraces Australia’s First People’s history, culture and rights, for present and future generations. Uniting Introduction

Our inside stories.

Our Chairperson’s overview 4 Farewell from Peter Worland 6 Hello from Tracey Burton 7 Our purpose 8 Our people are our heart 10 Our inspiring clients 12 It starts with heart 14 Mission – our story of faith 16 Early learning – our story of citizenship 18 Resilient families – our story of determination 24 Disability services – our story of strength 34 Home and community care – our story of connection 42 Independent living – our story of community 48 Residential and health care – our story of belonging 52 Advocacy – our story of social justice 60 Our Aboriginal story 62 Our story of cultural diversity 64 LGBTI inclusion – our story of celebration 66 Our customer story 68 Our story of sustainability 69 Our research story 70 Our grants and funding 72 Our donors and supporters 75 Our board members 76 Our structure 80 Our finances 81

Uniting Annual Report 2017/18 3 Our Chairperson’s overview.

“We pledge ourselves to seek the correction of injustices wherever they occur.” From the Inaugural Assembly of the Uniting Church in Australia’s 1977 Statement to the Nation.

Over the last 12 months, the Uniting Board and Executive team have continued the journey to give life to the Uniting Church’s pledge made at the Inaugural Assembly of June 1977; to strive for a just, connected and inclusive world that upholds the human rights and responsibilities of future generations.

In December 2017, the Board endorsed our operations projects for rollout over the next Future Horizons strategy which commits us to 12 months. These projects seek to leverage maximise the social impact of the work of the the bespoke industry experience and expertise Uniting Church. This strategy, articulates our of each agency for the mutual benefit of all vision for social outcomes and will guide the agencies to deliver on our mission. Additionally, activity of Uniting over the coming years. we maintain our strong support and participation in UnitingCare Australia, as it plays a pivotal Future Horizons comprises seven social impact role in supporting the advocacy work of Uniting principles and nine strategic directions to drive and the other Synod agencies across the wider Uniting priorities for investment, innovation, and UnitingCare network. action; to make a positive change in the lives of those we serve and with whom we engage. During the year, the Board continued its attention to strong governance, welcoming the Throughout 2018, Uniting has engaged the Future experiences of new Board members Liz Nicol, Horizons strategy in dialogue with presbyteries and Peter Wells and Michael Talbot. We received the wider Church to identify points of collaboration the refreshed Committee remits to ensure that with the overall strategy for the Synod of NSW and the work of the Committees both supports the ACT. This has resulted in a refreshed Advocacy and Board decision making process and adds value Social Justice commitment in strong engagement to Executive’s processes. with the Synod. On behalf of the Board, I’d like to share with you We have also demonstrated our commitment a special acknowledgement and very great vote during 2018 to partner with other Synods in of thanks to our outgoing Executive Director, innovative ways. April saw the launch of the Leap in! Peter Worland, for his passionate advocacy of the app, our joint venture with UnitingCare Queensland. work of Uniting, and the people and communities Leap In! is a digital platform supporting Australians we serve. Peter led Uniting for six years, shaping living with disabilities to prepare and manage and guiding the organisation through a significant their National Disability Insurance Scheme plans. period of change in our external environment. We have deepened our ongoing collaborations Most notably, Peter was instrumental in bringing with the agencies of the Synods in Queensland, numerous services together into one organisation Victoria and Tasmania, resulting in the with a shared and renewed sense of purpose. identification of six joint community service

4 Chairperson's Overview

Peter also worked tirelessly with the wider Uniting Church and its congregations to contribute to our Future Horizons strategy. Peter retired from Uniting on 30 June 2018, and we wish him and his family all the best for the future. The Board is also pleased to welcome Tracey Burton as the new Executive Director of Uniting. Tracey joined Uniting in April 2018 and brings more than 30 years’ experience in the Australian health and community services sector, including leadership roles in public and private hospitals and within the Catholic health care sector across New South Wales, Queensland and Victoria. From the start of her appointment, Tracey has demonstrated her uncompromising attention to safety for clients and employees, and genuine commitment to bringing to life the healing mission of Christ through the experience of service and care. I acknowledge and thank my fellow Board members for the commitment, courage, and compassion they’ve applied to all matters considered throughout the 2017/18 financial year. I express the Board’s thanks to the Uniting Executive and their teams for their continued passion in making positive impacts for individuals, families and communities with the greatest needs. Uniting employees and volunteers demonstrate the Uniting values of being compassionate, respectful, imaginative and bold, living out our mission through their actions every day. In reflecting again on the 1977 pledge, I particularly identify the Uniting response throughout this year, of LGBTI inclusion in the communities we serve, and for the individuals within our own Uniting communities.

Heather Watson Chairperson Uniting Annual Report 2017/18 5 Executive Director's Report

Farewell from Executive Director Peter Worland.

I am proud that in my time here, we have come together as one Uniting, with a renewed sense of purpose to inspire people, enliven communities and confront injustice. In an ever-changing and increasingly competitive external environment, one Uniting is now more important than ever.

Significantly, this year the Uniting Church I have reflected on many highlights during my welcomed the Federal Government’s National time with Uniting, and I am most moved by Redress Scheme, for justice, transparency these key organisational achievements: and consistency in redress for survivors of institutional child sexual abuse. The Uniting • Introducing the household model to empower Church Synod of NSW and the ACT acknowledges seniors with choice and control the profound impact on the lives of those who • Leading the campaign to decriminalise drugs have been abused in our institutions or those and instead offer holistic treatment of our predecessor churches. To all survivors • Opposing indefinite detention of refugees and their families, we are truly sorry. • Prioritising LGBTI inclusion across our services Uniting takes the health and wellbeing of • Developing strategies for under-utilised children very seriously, and we are committed land to create new models of social and to respecting all young lives and acting to keep affordable housing them safe. We have been working to adopt the Church's National Child Safe Policy Framework, • Setting direction for the next decade in launched in June 2017, and we continue to find the context of our evolving social services ways to promote childhood health and safety landscape via the Future Horizons Strategy. in the communities we serve. I’ve been humbled by the tenacity and compassion of the Uniting family. From my Uniting invested in technology infrastructure this colleagues on the Executive, to our dedicated year, to support our team members and clients. volunteers, our team members are making Wi-Fi commenced across all Uniting sites, giving positive differences in the lives of others. I express our people ‘anytime anywhere’ access to the my sincere gratitude to our Chair, Heather tools and systems needed to provide the best Watson, and our Uniting Board members, for service. The Quality, Safety and Risk Management guiding this journey with shared vision, courage (QUASAR) system was implemented Uniting-wide. and faith, and I am excited to hand over the Additional technological support for our Safe and mantle of leadership to Tracey Burton. Affordable Housing Fund (SAHF) services was established, and we also issued 285 medication My blessings and best wishes for the management devices across 79 of our sites. journey ahead.

Peter Worland Executive Director 2012–2018 6 Executive Director's Report

Hello from Executive Director Tracey Burton.

As I start at Uniting, I’m honoured to take over from Peter Worland and I’d like to extend my thanks to him. Over his six years as Executive Director, he has led our organisation through significant changes and he was instrumental in bringing our multitude of services together as one Uniting with a shared and renewed sense of purpose.

Since joining, I have witnessed the Uniting Looking to the year ahead, my focus will be on movement to make the world safer, fairer five key areas. The safety of our team members and brighter, one precious person at a time, in and clients is an absolute priority, underpinned by both big and little ways, in our everyday actions our culture, which is demonstrated in our values, across the organisation. What’s made a profound actions, behaviours and decisions each day. impression on me so far is the sheer breadth of Responsible stewardship of Uniting resources, services we offer, and the positive impact of the which in turn facilitates the growth of our service work we do, as evidenced in the stories of this offering, will help ensure we keep pace with year’s Annual Report. people’s changing needs through every stage of life. And importantly, I am focused on our role as Through our mission and purpose, we continue part of the Uniting Church, and the Synod, as we to address the needs of the most vulnerable work with our presbyteries and congregations to and disadvantaged in our communities. We build a more inclusive, connected and just world – deliberately choose to work in complex and especially through our Future Horizons strategy. challenging areas, and while we may not always get everything right, we are continuously With still so much to see and learn, improving to address the evolving needs and I’m looking forward to spending more expectations of the people and communities time in the field and to meeting many we serve. Some of these expectations will be the focus of next year’s Royal Commission more of our team members and the into Aged Care in Australia. people we are here to serve. Uniting believes the Royal Commission will provide insights, learnings, and improved standards for all aged care providers. It gives us the opportunity to have an open and transparent Tracey Burton discussion about the value of seniors in our Executive Director society, and the adequacy of funding and the systems in place to support them.

Uniting Annual Report 2017/18 7 Our purpose.

8 Our Uniting NSW.ACT is part of the Uniting Church. foundation: Christ invites us to serve humanity by creating an inclusive, connected and just world.

From our foundation comes To inspire people, our purpose: enliven communities and confront injustice.

From our To safety, quality and compassionate service purpose, comes celebrating diversity and respecting the our commitment: individual needs of the people we serve.

To being a great place to work, where our people are valued for being at the heart of everything we do.

To working in innovative ways and partnerships to better serve people and communities across all ages and stages of life.

To being a part of the Uniting Church, working to confront injustice and break the cycle of disadvantage.

We demonstrate Compassionate Respectful this commitment We are nurturing, generous and We act with honesty and integrity, through thoughtful in our words and deeds. and open our hearts to all people our values: without exception. Imaginative Bold We challenge convention, explore We face injustice head on, and new possibilities and dare to dream stand up for what is right and true for a better future. with confidence and strength.

Uniting Annual Report 2017/18 9 Our people are our heart. 8,919 employees

273 1,459 Aboriginal team CALD team members* members * culturally and linguistically diverse employees who speak a language other than English

2,230 97 volunteers pastoral practitioners

10 Uniting Annual Report 2017/18 11 inspiring Our clients.

81,595 total clients* * including Uniting War Memorial Hospital and Uniting Medically Supervised Injecting Centre clients

5,823 1,190 7,705 children enrolled in disability participants* people call our early learning services * excluding LAC and residential aged Ability Links care their home

12 28,777 2,872 7,584 people accessed our independent living home and community resilient families residents* care clients services * including social and affordable housing

Uniting Annual Report 2017/18 13 It starts with heart.

As the largest non-government provider of community services in NSW and the ACT, Uniting continues to take real steps to make our world a better place. We’re constantly evolving to positively impact the lives of the vulnerable and disadvantaged, and to champion social justice for Australians through our advocacy work. We act for impact, from the smallest gesture of kindness to broader human rights campaigning, and it starts with heart.

We value everyone for who they are, and • Over the next decade, who will have the welcome them exactly as they are, from our greatest unmet needs, and where do these employees and volunteers, to each of our clients. people live? At every stage of life, from early learning centres through to residential aged care, our dedicated • What approaches do we need to adopt team stands alongside the people we serve. to achieve lasting impact? Every year, our mission to serve our communities • How are funding models evolving grows stronger as we work with imagination and how can we respond effectively? and collaboration, harnessing the strength that comes from embracing diversity and inclusivity. We have developed some ambitious principles to guide us over the longer term, and work is This year we have consolidated the Uniting already underway to invest in innovative pilots Future Horizons Strategy to ensure that we are for social impact that we hope will make a lasting poised to deliver our services where they are difference to young people in out-of-home care, most needed, into 2018/19 and beyond. Future Aboriginal families, and socially and economically Horizons focuses on our plans to increase our excluded communities. These principles will also social impact for the most vulnerable and help us reshape our current services, particularly disadvantaged. It’s been developed over the past as we look to grow in Western and South Western 18 months, through research and engagement Sydney, and regional centres throughout NSW. with leaders from Uniting and our wider Church community, to address these critical questions: As we work together to create a fairer world, we will continue to respond and adapt to the changing needs of our communities. From Uniting to you, here are our 2017/18 stories shared with heart.

14 Brooklyn

Richmond Berowra Heights

enthurst Galston

Hornsby Springwood Riverstone Warriewood Wahroonga Quakers Hill Castle Hill Bidwill Normanhurst St Ives Belrose Penrith West Pennant Hills Turramurra Dee Why Baulkham Hills Pennant Hills Mount Druitt St Marys Beecroft Pymble Emu Plains Doonside Forestville Blacktown West Pymble Oxley Park North Rocks Seven Hills Nth Parramatta Epping Lindfield St Clair Pendle Hill Eastwood Chatswood Westmead Denistone West Manly Wentworthville Ryde Lane Cove Northbridge Ermington Boronia Greystanes Fairfield Parramatta Park West Ryde Crows Nest Cabramatta Wollstonecraft Mosman North Sydney Granville Neutral Bay Guildford Burwood Lilyfield Pyrmont North Bondi Sydney Croydon Leichhardt Paddington Woollahra Croydon Park Haberfield Bondi Junction Belfield Ashfield Bondi Beach Yagoona Summer Hill Petersham Bankstown Marrickville Alexandria Waverley Liverpool Earlwood Randwick Condell Park Mascot Bexley Revesby Beverly Botany Hills Rockdale Peakhurst ogarah Hurstville Oatley

Jannali Minto Smeaton Grange Currans Hill Caringbah Elderslie Campbelltown Engadine Tweed Heads Glen Alpine Bradbury Banora Point Rosemeadow Ambarvale Sydney Murwillumbah

Bonalbo

Casino Goonellabah

Woodburn Medowie Salamander Bay Yamba

Grafton Elermore Vale Mayfield Garden Suburb Hamilton Adamstown Heights Newcastle

Toronto Charlestown Coffs Harbour Belmont Nth Urunga Wangi Wangi Bowraville Gunnedah Nambucca Heads Caves Beach Tamworth Macksville Mannering Park Blue Haven Lake Munmorah empsey Warnervale Hamlyn Terrace Wyong Toukley Port Macquarie

Tuggerah Cundletown Bateau Bay The Entrance Dubbo Narara Old Bar Gosford Terrigal incumber Umina Singleton Central Coast Molong Borenore Orange Cudal Central Coast Our Uniting service locations Sydney

throughout Young Tahmoor Sydney, NSW Crookwell Wollongong Bowral Figtree Unanderra and the ACT Shellharbour Warilla Goulburn Blackbutt Gerringong

Adelong Nowra Broken Hill Hackett Weston Narrabundah Menindee ambah Queanbeyan Gordon ACT Chisholm Griffith Batemans Bay Narranderra Junee Moruya Wagga Wagga Gumly Gumly Narooma

Bega NSW.ACT Our story of faith.

“Speak up for those who cannot speak for themselves, for the rights of those who are destitute. Speak up and judge fairly; defend the rights of the poor and needy.” (Proverbs 31: 8-9)

The Mission of the Uniting Church is the heartbeat of Uniting. We commit to making the world a better place as the services and advocacy part of the Uniting Church. Our Mission Directorate reflects this through chaplaincy, pastoral practice, and wider Church engagement. This year, the Mission Directorate worked to create teams with strong governance and reporting accountabilities that will continue to broaden our skill base and relationship-building capacity for the future.

The Mission team connects and collaborates with October 2017 saw the launch of our first Uniting NSW.ACT via our Church Engagement Spiritual Care Week at Uniting. The theme of leaders, and this year we experienced more than diversity was celebrated by our chaplains and 130 unique congregation engagements across pastoral practitioners throughout NSW with the Synod, reflecting a broad range of ongoing displays, morning teas and services. We created relationships and projects. In 2017/18 the Church special ‘Diversi-trees’ onto which team members Engagement team expanded the number of planted ‘leaves’ with their personal stories and Collaborative Leadership Groups to further origins to reflect our multicultural communities. enhance engagement between the Church and the wider community.

42,903 5,882 3,854 total hours of spiritual hours supporting hours supporting support given Uniting team members families

16 Mission

We look forward to ever-stronger Uniting In May 2018, Uniting was a sponsor of the collaboration and Spiritual Care Australia conference in Newcastle, communication as we giving our chaplains and pastoral practitioners move forward, especially exposure to international examples of best- practice education and innovation. The discussion with our advocacy of trends, expectations and challenges in current work for affordable pastoral practice, flowed through to our ongoing housing and drug law internal dialogue on adaptation to change and reform, recognising continuous improvement. and appreciating that Our Uniting Councils also administered together we’re better. 75 Innovative Community Grants throughout the year. These grants target people and communities experiencing social disadvantage and support a wide range of mainly congregation-led community services including cooking and nutrition classes, financial counselling, suicide prevention work and drop-in centres. This year we recognised our chaplains and pastoral practitioners with special Uniting prayer scarves, making them uniquely identifiable within their congregations and communities. Peter Worland passed on his own scarf to Tracey Burton at his service of closure.

3,000 130 75 church services congregation engagements Innovative Community across the Synod Grants approved

Uniting Annual Report 2017/18 17 Our story of citizenship.

“Without our wonderful educators, Uniting Early Learning would not be able to achieve such high-quality results. We’re the only provider in NSW and the ACT with all services meeting and exceeding the National Quality Standard.” Rod Nadwie-Smith, Head of Early Learning

We work with families and the neighbouring community to engage and encourage children to become life-long learners. The Uniting Church, through Uniting NSW.ACT, offers 59 early learning services that span preschool, long day care, outside school hours care, vacation care and occasional care.

We are committed to the citizenship of children; Developed in close consultation with a conscious consideration of children’s unique congregations, church stakeholders, and contributions. Their ideas, efforts, emotions and management committees, the new Shared experiences are recognised as the untapped Governance model represents an exciting potential and right of every child to make a opportunity for more than 50% of our services positive change for themselves, their families and more than 350 of our valued employees to and their communities. work more closely with local congregations. Instead of taking a cookie-cutter approach We’ve also welcomed social impact investing to education, we tailor our programs to the through the $7m Early Learning Fund, a four- unique communities we serve, building resilience way partnership between Uniting, the Ramsay for the ups and downs of everyday life. Foundation, Childcare and Kindergarten (C&K), and Goodstart Early Learning, to assist vulnerable This past year has seen the successful transitioning and marginalised children and their families. of 29 early learning services from congregational employment, the traditional operating model that Despite the current challenges presented by began with the Uniting Church’s recognition of the increased competition and changes to State and need to support families within their communities, Federal funding, Uniting early learning remains into Uniting NSW.ACT employment. focused on delivering high-quality services while improving our financial efficiency and sustainability.

18 Early Learning

Being imaginative Uniting Outside School Hours Care Currans Hill 59 Smart Systems and Innovative People Winner early learning * Early Learning Quality Awards 2018 services Located in South Western Sydney, this service provides care for 45 school-aged children before and after class each day, and during holidays. Watch how resourceful the staff are, with only one small storage room and just 15 minutes to set up in the school hall: 5,823 enrolled children

Paddington Children’s Centre 739 Early Learning Excellence Winner early learning Early Learning Quality Awards 2018 employees In Sydney’s Eastern Suburbs, this service provides care and education for 80 children aged 0–5 every day. Find out why it’s a recognised leader in pedagogy and practice here: * including those locally managed by Uniting congregations

Uniting early learning remains focused on delivering high-quality services while improving our financial efficiency and sustainability.

Uniting Annual Report 2017/18 19 Question: What do you like about your Uniting early learning service?

The structured learning environment and the holistic approach staff take to ensure each child excels … the school has become a part of our family.

“How the staff foster the children’s independence “My son is always happy to and confidence.” go and never wants to come home … he has developed so much this year.”

“The attention to relationship dynamics, personal boundaries and high expectations of children’s behaviour has had a noticeable flow-on effect to our home life.”

“That the kids can take their shoes off and get messy and wet … the “… fabulous creative educators are absolutely fantastic and child-directed with the children.” programming.”

20 Early Learning

Did you know? • 70% of enrolments come from word-of-mouth recommendations from families we already serve • Disadvantaged children benefit most from early learning, but are least likely to attend, often due to the high fees • Access to high quality early learning sets children up to succeed in school and later life. The strongest impacts are seen when three-year-olds are able to access two years of early learning before starting primary school.

Uniting Annual Report 2017/18 21 Uniting Preschool Grafton A story of cultural exploration

Meet Neil Gorring, Director of Uniting Preschool Grafton, a 25-place service in regional NSW. This year, Neil and his team have made their goal of reflecting and embedding Indigenous cultural perspectives a reality for their children and families. It’s the culmination of 18 months of relationship-building with local Aboriginal mentors who have supported the service in their journey of inclusion.

The children have access to Aboriginal This evolving discovery is just one of many resources such as dolls, books, artwork, ways in which Neil and his team work to enrich painted stones and music. As Neil explains, the children’s lives. For the second time in a it’s about so much more than the learning row, Uniting Preschool Grafton was awarded materials, it’s also about immersion: ‘Excellent’ status in the National Quality Standard for early learning – the highest “We wanted to explore our local possible rating. We celebrate this authentic Bundjalung culture through language, and ongoing commitment to fostering songs, stories, dances, drawing symbols collaborative partnerships with the community and totems. Every morning we greet and professional organisations, and to delivering each other with Jingi Walla (hello) and inclusive practices and environments that enhance children’s learning and social growth. we also count from Yabour (one) to Jumbay (five). We ask the children to listen with their binungs (ears) as we read storybooks like Wombat Stew, naming all the animals in the Bundjalung language.”

“Every morning we greet each other with Jingi Walla (hello) and we also count from Yabour (one) to Jumbay (five).”

Neil Gorring, Director of Uniting Preschool Grafton

22 Early Learning

Better together

Uniting Grantham Heights Early Learning in Uniting Early Learning Caringbah has a Bush Kindy Seven Hills has a Community Swap Shelf in the program at Burraneer Bay Reserve to increase foyer to recycle and reuse children’s clothes and environmental awareness and connection with shoes, and a veggie garden maintained by the the local community. children, parents and educators. We give children the best Uniting Outside School Hours Care Corrimal is collaborating with Sydney University to opportunity to not just be ready pilot CP3, the Connect, Promote and Protect for school, but to be ready for Program. CP3 helps to prepare primary schoolers for adolescence through its focus on positive life in their local community. mental health and community connection.

Uniting Annual Report 2017/18 23 Our story of determination.

We build upon existing strengths so that together, families and communities develop the skills to keep their children safe and nurtured.

Uniting is committed to improving the safety and wellbeing of vulnerable children, young people and their families across NSW and the ACT. Our innovative Resilient Families programs are developed together with government and local communities to give early and proactive support to disadvantaged families, maximising their opportunities for positive and long-lasting outcomes.

We believe that early intervention helps to This year, our focus on building resilient keep families together, reducing the number families has revealed many success stories of children entering out-of-home care (OOHC) for initiatives as diverse as Newpin family and, ultimately, future government spending on restoration, 120 Countdown learner driver OOHC services. Our investment in prevention training, our Communities for Children project, and early intervention programs, intensive family the Parent Engagement and Learning program, preservation and restoration services, out-of-home and our counselling and mediation services. care and aftercare, and family counselling and mediation, is an investment in Australia’s future. Without access to these supports, disadvantaged children and young people are more likely to leave school early, be homeless, have poor health or enter the criminal justice system. 79 796 91 Resilient Families Resilient Families Aboriginal and programs employees Torres Strait Islander employees

24 Resilient Families

595 9 69% 272 Families supported Uniting Newpin net NSW family children successfully by Uniting Newpin to centres in NSW restoration** restored to NSW prevent their children and the ACT in 5th year families since 1st year entering care*

* NSW data as at 30 June 2018 ** net family restoration equals total restoration minus reversals (children re-entering OOHC within 12 months of restoration). 25 Uniting Newpin is keeping families together, safe and strong.

In 2018, Uniting Newpin celebrates its 20th anniversary in Australia, including five years of operation under the Newpin Social Benefit Bond, our financial partnership with the NSW Government and Social Ventures Australia. Newpin empowers families to create safe and nurturing home environments, so that children Number of NSW children can be restored from out-of-home care as quickly referred to Newpin returned and safely as possible, or prevented from entering home (per year) care in the first place. For a minimum of two days each week over Year 1 24 18 months, parents, children, and the Newpin Year 2 39 team work together in a home-style setting to Year 3 61 build positive parent-child relationships and raise self-esteem. The program is based on the Year 4 74 Newpin core values of safety, equality, empathy, Year 5 74 respect and self-determination, and has resulted in successful family restorations as determined by the NSW Children’s Court. In September 2017, the opening of Newpin Macgregor marked the establishment of this service in the ACT, bringing the total number of Uniting Newpin centres to nine.

Newpin was good for me because no-one judges you. It’s a very trying time when you lose a child. I was lucky to witness seven or eight restorations. I now keep in touch with some of the blokes who’ve got their kids back and they are doing really well.

John, former Newpin client

26 Resilient Families

John’s Newpin journey

Formerly an interstate truck driver, John* had been through some tough times on the road and previously lived in a world surrounded by drug use and physical violence. In addition to two grown sons and a teenager, John became the sole carer for his baby boy, born three months premature. After an altercation at his home, Family and Community Services told John he had failed to keep his infant son safe. John was then faced with the decision to either place the baby in temporary care while he worked through his issues, or have his child permanently removed. Distraught at the possibility of losing his six-month-old son, John took up the option to be referred to Uniting Newpin, where he actively engaged in regular therapy sessions. John was granted custody when his son was just over a year old, and he’s now a full-time stay-at-home dad. His son will start school next year, when John will be looking to pick up casual driving work and complete a youth counselling course.

* name changed

Uniting Annual Report 2017/18 27 Driven to succeed 120 Countdown for learner drivers

Lack of access to transport affects many Uniting clients. It impacts the ability to seek and attain employment, stay connected to loved ones, and to gain independence within local communities. The Uniting 120 Countdown program connects disadvantaged learner drivers with experienced volunteer mentors, for free weekly lessons to support them through the 120 driving hours needed to gain a NSW provisional licence. Now established in Dubbo and Penrith, the program is soon set to expand in Wyong and Nambucca Heads. The 120 Countdown program exemplifies the collaboration at the heart of Uniting. The pilot volunteer program model was co-designed by multiple business teams, in close consultation with our Resilient Families colleagues for best practice service delivery, and with Mission and Uniting congregations for access to our dedicated volunteer networks.

28 Resilient Families

Bryan’s story

A retired semi-trailer driver from Werrington County in Western Sydney, 69-year-old Bryan Duffy became a volunteer driving instructor with 120 Countdown after hearing about the program at a local Rotary meeting. He wanted to help young people gain their P-plates to access education and employment, knowing that public transport options can be few and far between, particularly in rural areas, and that a driver’s licence offers greater I have been in the heavy independence and opportunity. transport industry for over 47 years and love to share As the only volunteer in his local area, Bryan’s services are in hot demand, but he finds the work my knowledge with my inspiring. He shares the story of one young man driving students. At times for whom 120 Countdown is making a difference: it does get stressful and “When I first met Brent, he was struggling to you do need to have a lot get out of bed in the morning, but after joining the program he is ready and waiting for me to of patience, but in the end, pick him up to go driving. Brent has told me he it is very rewarding to see is very appreciative of the opportunity he has them achieve their goals. been given.” Another of Bryan’s students, 21-year-old Rylee, Bryan Duffy, 120 Countdown gained employment with the NRL after passing volunteer driving mentor his driver’s test: “I now have my Ps and a job, which I owe to the program. I really enjoyed my time with Bryan as he was so much more than a driving instructor, he was a mentor.” When asked if he’s had any nail-biting moments during a lesson, Bryan answers, “Yes, yes and yes! I have had the car run up over the gutter and have had flat tyres. But in all of this I have managed to keep my cool, and thankfully Uniting are good enough to supply the car.” For Bryan, volunteering with 120 Countdown has given him a deep sense of fulfillment and he hopes to continue sharing his time, patience Left to right: Rylee, Bryan and Ability Linker Paul Steward. and knowledge to help people on their road to independence.

1,775 40 20 driving hours 120 Countdown learner volunteer driving logged in 2017/18 drivers well on their mentors way to P-plates

Uniting Annual Report 2017/18 29 Early intervention for wellbeing Communities for Children The appeal of PEAL Uniting facilitates programs in disadvantaged The Parent Engagement and Learning (PEAL) areas that are designed to strengthen connections program running in Wyong has also garnered between children and their parents, carers, teachers success and positive feedback this year. It and the local community. The Communities for has a focus on teaching proactive parental Children project reflects our values of being role modelling. imaginative, respectful, compassionate and bold, in supporting physical, emotional and cognitive development as children transition from early learning to primary school and high school. At the start of PEAL I HIPPY highlights was an emotional wreck. On the Mid North Coast, the Home Interaction I am a first-time mum Program for Parents and Youngsters (HIPPY) has of a two-year-old and I been gaining traction. This two-year home-based thought everything had parenting and early learning tool empowers to be done a certain way parents and carers to be their child’s first teacher. At the end of 2017, 23 children graduated from and it had to be perfect. HIPPY in Taree and Forster, and additional Throughout the course funding was secured based on the high retention I learned many things, rate of 85%. Two outstanding HIPPY tutors, Biripi but most importantly I sisters Monique and Melissa Foster, completed learned that I don’t have their Certificate IV in Community Services this year. Monique was named TAFE Mid North Coast to be at 100% all the time Aboriginal Student of the Year, and Melissa – sometimes things don’t received the Medal of Excellence in Completion go that way, and that’s of Studies in the Community Sector. okay. I have learned to take time out for myself.

PEAL participant

“Being able to provide families with groceries gives us a tangible way to assist. This in turn helps with our ongoing engagement as we work with these families.”

Uniting team member, on the value of the Food for Families project, a grocery donation service supported by Uniting Church congregations on the Central Coast.

30 Resilient Families

We’re listening to children

Uniting is at the forefront of child-centric work in counselling and mediation services.

We’ve incorporated ways to ensure we consider the voices of children under the age of five, not only in the context of their family relationships, but also as individuals. Over the past two years, we have developed a Child Development Feedback model, building on our child-inclusive practice and research. This model is currently being piloted and refined through our existing Family Dispute Resolution program. Our accredited and highly experienced Uniting counsellors continue to provide a safe and calm environment for parents to express their needs and concerns, address differences, and focus on building healthier relationships which benefit their children.

Uniting Annual Report 2017/18 31 The Uniting Medically Supervised Injecting Centre. The Uniting Medically Supervised Injecting Centre (MSIC) opened its doors in the heart of Sydney’s Kings Cross in 2001. As the first supervised injecting centre in the Southern Hemisphere and the English-speaking world, our pioneering facility continues to provide safe and compassionate care for some of the most marginalised and disenfranchised people in our community.

In addition to managing day-to-day operations A key external partner in 2017/18 was the and saving lives, this year Uniting MSIC has been Melbourne Medically Supervised Injecting involved in external partnerships and projects Room (MSIR), now the second supervised which aim to improve community education on injecting facility in Australia. We provided safe drug use. A significant increase in worldwide support and expertise as the MSIR team overdose fatalities prompted participation in prepared for opening on 30 June 2018. a statewide translational research project to increase availability of Naxolone, which reverses A highlight of the Uniting year is the MSIC the effects of opioids. In collaboration with the art program, culminating in the Art from University of NSW, we also began work on a the Heart of the Cross public exhibition and needs assessment for supports for Aboriginal auction. Recognising our clients as creators and Torres Strait Islanders, who represent a high and contributors always has significant flow- proportion of our client base. Many of our clients on benefits to their self-esteem and social began treatment for hepatitis C via a cooperative experience. The seventh annual exhibition was clinic with a nearby medical facility, the Kirketon held at the Kings Cross Neighbourhood Centre Road Centre. This resulted in threefold expansion before moving to the ArtHouse Hotel in Sydney’s of the clinic at Uniting MSIC from once a week to city centre. More than 120 artworks, including three times a week. During these clinic visits, we paintings, drawings, sculptures and poems were also able to address general health issues were on display, revealing personal stories for attending clients. of the search for self-expression and healing.

Since opening in 2001: This year:

1,097,147 visits 48,807 1,956 visits clients 0 overdose deaths 32 Uniting MSIC

World’s longest-serving nurse in an injecting facility The incomparable Marguerite

Clinical Nurse Specialist Marguerite White has been with Uniting MSIC since day one, making her the longest- serving nurse in an injecting facility anywhere in the world. Marguerite’s ability to put herself in the clients’ shoes and strive for their best care, coupled with her insatiable desire for learning and development, makes her a Uniting MSIC gem. We applaud you and your dedicated service, Marguerite.

Our awards In May 2018, Dr Marianne Jauncey was honoured with the President’s Award from the Australian Faculty of Public Health Medicine in recognition of her outstanding contribution to policy and advocacy. Dr Jauncey has led the Uniting MSIC team for more than a decade as its Medical Director. Uniting MSIC was also awarded the US$2,000 Injecting Drug Use Research Prize, part of an International AIDS Society Co-infections and Co-morbidities initiative. The prize money will go towards client incentives for hepatitis C treatment.

This year: 135 1,426 954 average number referrals made overdoses of visits each day for treatment and successfully support services managed 33 Our story of strength.

Inclusion makes the world more vibrant.

Uniting delivers support to people with a disability or an injury in NSW through our four service streams of Disability (NDIS) Services, Local Area Coordination (LAC), Ability Links, and Community Support Services (CSS).

This year, our team is close to 600 strong, as we continue our proud history of serving people Award-winning service with disability, and their families and carers. This year we were awarded Quality Assurance We offer people assistance with accommodation, Third Party Verification, reflecting the overall daily living, support coordination, community exemplary standard of Uniting disability services. connection, respite, and building their capacity to live a dignified, active, and meaningful life. We do Australia Day Community Award: this to help ensure Australia is a more inclusive Our North Sydney LAC team was honoured to and welcoming society, valuing difference and be named the Community Group of the Year diversity, and the contribution of every person. at North Sydney Council’s 2018 Australia Day Community Awards. Rotary Pride of Workmanship Award: Ability Linker Scott, based in Willoughby, was recognised in March for his ongoing commitment 146 1,044 to promoting inclusiveness in the community. Scott developed major projects such as Dance to injured workers participants the Nines, a disco night for all abilities, and through supported by supported by the Vision Friendly Business partnership, he also Uniting Community Uniting Disability implemented the idea of including braille and Support Services Services large print menus in local cafes and restaurants. 1,176 17,343 individual outcomes for 435 people NDIS participants supported by in Uniting Ability Links Uniting Local Area Coordination

34 Disability Services

Uniting Disability We’ve gone from strength to strength this year: • Fully completed our transition to the NDIS • Re-launched Belfield House, our short-term from NSW block funded service delivery. respite accommodation service providing This is the culmination of two years’ work much-needed support to children with and the transition of over 800 people complex needs and their families

• Designed and launched the Secret Agent • In partnership with the Uniting Church Society Program, a breakthrough social skills Campbelltown, we transitioned Hurley House, program to support children aged 8–12 who a supported living accommodation option that are living with autism, ADHD or anxiety makes it possible for adults with disability to live independently. • Created the ‘Rate Us’ customer survey platform for ongoing real-time feedback, to make sure we clearly hear the voices of the people we support

Our approach is person-centred and enables participants, and their families or carers, to feel confident and in control of their lives and their decisions.

Uniting Annual Report 2017/18 35 Belfield House Jan’s story

Uniting Belfield House in Sydney’s Inner West offers short-term respite accommodation. It has been a welcome respite solution for Jan and her 12-year-old twin boys, who live with autism and intellectual disability.

At Belfield House, each team member works Recently remodelled to maximise child-centricity, with just one or two children at a time, respecting backyard renovations at Belfield House included their individual preferences and interests in a safe an in-ground trampoline, soft surfaces, sand and nurturing space. and water play. Inside, a huge chalkboard and communication wall, and a specially-designed “As a parent, the hardest decision I ever had sensory room equipped with a swing, soft lighting to make was to put my sons into respite care,” and plenty of cushions, support the children to explains Jan. “But with each visit to Uniting express their thoughts, feelings and needs. Belfield House, I have witnessed the care, patience and nurturing by the team towards my children. The boys are thriving and they’re very happy.” When they first arrived at Belfield House, both boys were non-verbal, incontinent and displaying challenging behaviours including violence and regular absconding. Significant improvements Belfield House is enriching followed in the boys’ behaviour, skill development and overall wellbeing, including increased speech, my boys’ lives in a way that responsiveness to toilet training, and a reduction I was unable to do as a in challenging behaviour. single parent.

Jan, Belfield House parent Disability Services

Having fun building the inclusive mud brick hut at Moruya Public School, made possible with a Funding of Community Ideas grant. 49 Ability Links team members Services 657 Our Ability Links team assists people with clients disability to develop networks and build relationships inside their local communities, giving them life-changing opportunities outside the traditional disability service system. 120 Our Linkers have facilitated 120 grass roots projects across community metropolitan Northern Sydney and Southern NSW over the projects past year, including: • Kickability – supporting young people with disability to transition into mainstream sporting clubs in the Bermagui township 568 • Building an all-abilities play space and mud brick hut at Moruya Public school, for everyone in the community community outcomes to enjoy achieved with • Long Story Short theatre production to promote inclusion in Wollongong • All Abilities Discos created as a sustainable model for local communities to continue to run independently into the 345 future without the support of Ability Linkers organisations • Repair Cafés – inclusive social spaces where everyone in the community shares, develops and teaches skills through the repairing and recycling of household products.

Uniting Annual Report 2017/18 37 Community Support Services Last year, in addition to our NDIS work, Uniting entered into a partnership with icare (Insurance and Care NSW, formerly WorkCover) to launch an innovative new program called Community Support Services (CSS).

Established in response to major changes in NSW Workers Compensation legislation, our CSS Positive outcomes teams assist people who are moving off workers We’ve demonstrated the tangible benefits of compensation benefits to connect with their client engagement with Uniting CSS, using community supports and plan ahead. a Personal Wellbeing Index (PWI) developed in collaboration with the Uniting Centre for In 2017/18, the shift from pilot to contract allowed Research, Innovation and Advocacy. As at June room for CSS program refinement and growth 2018, the average PWI for participants has grown and Uniting worked closely with icare and other from 36.7 at entry, to 49.8 at three-month follow partners such as St Vincent de Paul to co-design up. Significantly, this moves the average score innovations in the delivery of CSS. away from ‘at risk’ levels, and closer to the 2017 Australian adult average score of 75.5. We’ve also successfully supported 50 participants to exit from the service as a result of achieving their desired goals. 6 146 team members clients

38 Disability Services

Wayne’s story

Wayne prefers the company of his homing pigeons to other people. Early in his relationship with Uniting he mentioned that he has no friends and had lost contact with his family. He eventually disclosed that he couldn’t read or write, and didn’t have a computer, explaining why he didn’t keep, and couldn’t source, the required medical evidence for an injury he’d experienced 18 years earlier. Wayne lives in rural South West NSW. Without the assistance he was entitled to, he found himself struggling to pay for petrol and food on top of his mortgage. He was encouraged to the local Uniting Church, where a pop-up program offers low-income earners easy access to nutritious food every Friday. Wayne has since built connections with staff and volunteers as he makes the trip into his nearest town each week. There had been previous occasions when Wayne admitted to either going without food himself, or releasing some of his beloved pigeons when he couldn’t afford to feed them. Wayne’s CSS consultant has continued to advocate for him in many of the situations we take for granted when we can read and write, including in-person support for government eligibility assessments, and assistance in seeking financial support for utility bills and car registration. Wayne was also referred to a local Uniting Ability Linker, who was able to physically assist Wayne at Centrelink with scanning documents and emailing information. Although Wayne’s illiteracy was an obvious barrier to employment, Centrelink still required him to look for jobs or risk losing payments. Wayne now receives the support he needs, and he looks forward to continuing his relationship with Uniting to talk through the NDIS supports that will help him build the life he wants.

Uniting Annual Report 2017/18 39 Uniting Local Area Coordination Uniting Local Area Coordination (LAC) is our delivery channel for engaging people into the NDIS across five districts covering the Illawarra-Shoalhaven, Nepean-Blue Mountains, Southern NSW, Northern Sydney, and Western Sydney. Our Local Area Coordinators, or LACs, assist Throughout the year we participated in national people with disability to access the NDIS and, working groups to address potential issues once eligible, we work with participants to impacting people with NDIS plans, strengthening identify goals for their first NDIS plan. From our reputation as an innovative practice and there, we continue to support people in exploring thought leader, and participant advocate. This ways to achieve these goals and to understand led to assisting the National Disability Insurance how funding works. Participants choose their Agency (NDIA) with a major backlog of work in own providers for NDIS supports, so the local South Australia. This project alone resulted in knowledge of our LACs adds substantial value Uniting supporting over 2,000 children and their to the decision-making process. With plans and families in either accessing the NDIS for the first funding in place, it’s rewarding to see people time, or in preparing for their Plan Reviews. with a disability accessing the NDIS, empowered through taking control of the choices that best Other innovations this year included: suit their individual goals and circumstances. establishment of peer support groups to empower participants to assist each other in As at June 2018, we have supported more navigating the NDIS and making the most of their than 17,000 people to transition to the National plans; development of a computer skills course Disability Insurance Scheme and have witnessed with TAFE, enabling easier access to participants’ the life-changing potential of the Scheme, with myGov accounts and the NDIS portal; and some of our participants now on their third collaboration with universities and the peak successful NDIS plan. body of Occupational Therapy Australia to build occupational therapy skills in NDIS compliance and reporting.

Did you know? • 22% of the LAC team identify as having a disability • 15% of the LAC team care for 11,425 someone with a disability. NDIS plan implementations completed 360 20 5 400 team sites districts community members in NSW workshops conducted

40 Disability Services

I’m so pleased to have Gail and been able to help reduce Gail’s stress and support Marcia’s story her to connect with regular services for help. I’m a Marcia Shapira, from Uniting LAC people person and proud of Northern Sydney, helped Gail what I do. It’s a bonus that Turney navigate the NDIS to access I get to meet wonderful the supports she needed to stay people along the way. connected with her community. Cammeray resident and mother of three, Gail Turney, had a stroke when she got home from Marcia Shapira school pick-up back in 2006. Gail recalls, “Doctors Uniting LAC Northern Sydney told me I’d have to use a wheelchair forever, but I was incredibly determined. Over the first six months I worked hard to get up and take a few “Marcia has been great. She helped me navigate steps. Within 18 months I was discharged from a the NDIS and explained how and where to apply rehabilitation centre and able to go home to my for help. With her guidance, and through my family. My world was completely different from NDIS Plan, I get regular dinners delivered and then on, and I had to learn and adapt.” help with cleaning and gardening. Probably the best bit of it all is that I’ve met amazing people Marcia Shapira, from Uniting LAC in Northern like Marcia.” And it seems the feeling is mutual. Sydney, got in contact with Gail to support her through the huge changes ahead. Gail has limited Gail now leads an active life in her local mobility, relying on a scooter to leave her home, community and is working as a door-to-door and she has also permanently lost the use of her cosmetics sales person, with the help of her left arm. mobility scooter.

Uniting Annual Report 2017/18 41 Our story of connection.

Staying physically and socially active is the key to maintaining independence and living at home for longer.

Uniting continues to develop and deliver an innovative range of wellbeing programs to support seniors throughout NSW and the ACT.

Our home and community care services encourage This year, our portfolio of services includes people to keep moving, keep eating well, and keep Seniors Gyms, Short-term Restorative Care, Stay connecting with their local community. Active Stay Strong, and Healthy Living for Seniors to maximise physical wellbeing. And while we’re While packaging of in-home care services in 2017 continuing to offer traditional services through increased the availability of competitive services our Home Care Packages, such as assistance and choices for help at home, demand for our with cleaning, meal preparation, shopping, or programs has also increased, particularly in transport to appointments and social outings, regional NSW. Strong community networking by our focus moving forward is on forging deeper our regional Home and Community Care teams connections with our clients to understand their has seen steady growth along the Far South unique goals and how we can help fulfil them. Coast, as well as in Taree and Laurieton on the It could be something personal like getting back Mid North Coast. In the ACT, the Uniting Short- on that much-loved motorcycle, or taking a term Restorative Care program was presented at longed-for road trip from Broken Hill to Orange. the 2018 National Better Practice Conference. We also launched the Inspiring Life program We take the time to really listen to the needs this year, to build on our client-centric approach. and expectations of our clients and their Inspiring Life connects local Uniting teams communities, as word-of-mouth travels fast throughout NSW and the ACT via Circles of and holds great sway in the smaller regions Support, to increase shared knowledge and we service. In the Riverina, for example, our collectively address client challenges such as programs are slowly gaining traction amongst social isolation. At Uniting, together we’re better. the stoic and fiercely independent farmers of this agricultural district. 7,584 clients across all our programs

42 Home and Community Care

Seniors Gyms Building fitness and friendship

Weight-bearing exercise is so important for Unlike mainstream gyms, our machines use maintaining bone density and muscle strength air pressure technology to calibrate small as we age. Physical fitness also protects us from increments in weights for gradual strength- injury and improves memory. Like anything building. We currently have three facilities in new, beginning an exercise program can seem metropolitan Sydney, plus Canberra and Orange, daunting at first, but our Seniors Gyms offer and we’re looking forward to opening our sixth one-on-one guidance using equipment that’s Seniors Gym in Gerringong, later this year. ergonomically designed for older people, in a supportive and social environment.

“Having a stroke was probably the best thing that’s happened to me. I gave up smoking and stopped drinking alcohol, but I never would have reached this point without the help of exercise physiologists who knew how to tailor the program to help me gradually improve.” Four years after his stroke, John Hughes, retired Associate Dean of Education at the University of Sydney and Uniting Seniors Gym member, is 15kg lighter and goes on regular walks.

26 5 1,466 exercise physiologists Uniting Seniors Gyms gym members

Uniting Annual Report 2017/18 43 Glen Osmond House Recharging through respite Hi Annette, Annette Swerydow, Healthy Living for Seniors Thanks again for giving Co-ordinator at Uniting Glen Osmond House in Petersham, is one of our everyday miracle Rob such a great stay. workers for older people in short-term respite, Your team is a lifesaver. and their carers. Respite breaks are vital for He was so happy with you carers, allowing them to catch up on life’s other responsibilities, recharge their batteries, and all and I am overwhelmed ultimately boost their capacity to continue that I’ve finally found caring, yet the change of scene and pace is just as beneficial for the older person somewhere safe and who stays with us at Glen Osmond House. kind, that also provides excellent care. I would confidently be able to go away again – and I’ve never been able to say that before. Thank you all so much, Amanda.

Wife of a recent Glen Osmond House guest Home and Community Care

Restorative care to the rescue Introduced this year, Uniting Short-term Restorative Care (STRC) is a multidisciplinary program bringing together qualified physios, dietitians, exercise specialists, registered nurses and support advisors to positively impact our clients’ physical health and emotional wellbeing, and to prevent or stem functional decline. The focus is on improving practical actions like reaching, lifting and walking, to build the strength and mobility needed for independence in everyday life. Depression and isolation are often the unintended consequences of physical limitation, so it’s wonderful for our STRC teams to see the holistic difference they’re making when people achieve a renewed sense of freedom.

“For a program like this to provide that boost of life, and re-energised sense of living to an individual, is nothing like I’ve seen before in my career in aged care. The benefits are magical in my eyes.” Home and Community Care Area Manager for the NSW South Coast region, Juliette Spurrett sings the praises of Uniting Short-term Restorative Care.

“I couldn’t move. I couldn’t get up. And I got into depression of course, because I felt so helpless. Now I can practically do everything I want. I started driving again, I get my own groceries, and I even go down to the club.” Nirmal , STRC client, appreciates being able to do all the things that give her independence, after her 8-week program of Uniting Short-term Restorative Care.

Uniting Annual Report 2017/18 45 Fitness + friendship = health.

Connecting the Broken Hill community

This year we’ve seen great success in our Far Along the way, we’ve formed our own bonds West region, with a new allied health program with the Broken Hill Local Health District based in Broken Hill. The 10-week program is musculoskeletal team, demonstrating that designed to build participants’ physical strength teamwork and friendship reap positive outcomes through tailored exercises, as well as emotional for everyone. wellbeing through structured social activities. Isolation in rural and regional Australia is both common and detrimental to long-term health, so we’re making it our mission to help people stay strong enough to remain at home, while boosting their community relationships for ongoing social connection and support.

46 Home and Community Care

Award-winning Partnering collaboration for progress In March 2018, the ZEST Awards of Greater Western Sydney recognised Uniting along Uniting continues to explore service with other project partners for Exceptional solutions through partnering with Partnership in a Local Government Area in like-minded groups and organisations. creating Penrith’s pop-up Village Café. Uniting This year, we’ve developed a relationship joined forces with Penrith City Council, the with St George Community Housing, an Nepean Blue Mountains Local Health District, the affordable housing initiative, to assist Nepean Primary Health Network, Community tenants at North Sydney’s Greenway Junction, to empower people over the age of Housing Estate in easily accessing home 50 in North St Marys to improve their health and community services. Internally, new and wellbeing. We’re continuing this successful residents at our own independent living collaboration with Penrith City Council to launch villages in the Northern Sydney region are now offered two hours of home care the next Village Café in Kingswood in 2019. services per week for one year, as part of a service delivery pilot. “Residents are offered a unique Uniting Healthy Living for Seniors (HLFS) is a service offering support to get people opportunity via the Village Café, involved in the activities, groups and hobbies to connect socially, share their they love, either at our own centres, at other experiences of staying well, and venues, or at home. This year, a Turkish HLFS program was established in Merrylands, informally access preventative and we also partnered with the Vietnamese health and community services at Elderly Friendship Association to deliver culturally-relevant programs to the this fortnightly pop-up café in a Vietnamese community in Western Sydney. vacant block.”

Penrith Mayor, John Thain

Uniting Annual Report 2017/18 47 Our story of community.

Uniting independent living villages are about so much more than bricks and mortar.

As Australia’s ageing population rises in number and proportion, Uniting leads the way with innovative independent living solutions for older people across NSW and the ACT. Our villages are thriving social communities that respect and reflect each resident’s personal choices, contributions and connections.

It’s been a busy 12 months for both the This year saw the completion of 39 independent construction of new developments and the living units (ILUs) and a communal clubhouse at expansion of existing villages, to meet the Uniting Nareen Terrace in Wyong. Construction growing demand for over-55s accommodation. of 39 units continued at Uniting Bowden Brae in Normanhurst, with completion expected at Recognising that housing needs the end of 2018. Stages two and three of this change as people grow older, we’re development will add a further 98 units to forward planning for co-location of our the complex. independent living villages with Uniting At Uniting Lakeview in Shellharbour, 78 new aged care homes wherever possible, ILUs are currently under construction, and to offer continuity of support in the another 70 ILUs are being built at Uniting communities we serve. Mayflower Westmead.

48 Independent Living

Social and affordable housing 13 major development With less availability of affordable rental homes, and rising applications house prices despite looming property bubble headlines, submitted more people are facing housing stress in Australia than ever before. This year Uniting has continued to provide safe and welcoming homes and support services to more than 300 seniors in need of affordable housing across NSW, including 100 as part of the NSW Government’s Social and Affordable 39 Housing Fund (SAHF). independent living Representing the largest service contract for Uniting, our work units built with SAHF allows us to offer people hope for their future. With social and affordable housing initiatives such as SAHF in place, we look forward to welcoming more new residents like Madan to our independent living villages over the coming years. 187 independent “My life changed for good when Anne living units under (Anju) spoke to me with respect in my construction native Hindi language, allowing me to communicate my crisis situation in a very confidential manner. I now have friends 300 and I love my life and independence – seniors living all because Uniting has given me a in social and home and given me the wings to fly affordable housing and connect in the community.”

Madan, Uniting Independent Living resident in Northern Sydney

Uniting Annual Report 2017/18 49 Resident ambassadors roll-out the welcome mat

The Uniting independent living team is continually working in innovative ways to honour our residents through compassionate service delivery that celebrates diversity and respects the individual. It’s not uncommon for people in retirement Uniting Operations Support Specialist, Sarah living to experience fewer opportunities to tell Fuller, has travelled across NSW and the ACT this their own stories, or to have their feelings and year to present the ambassador program to more personal preferences validated. A lack of regular, than 30 villages. At last count, she’d signed up meaningful and supportive communication can 160 Resident Ambassadors – proof that people leave many social needs unmet. want to make a difference in their communities. The Uniting Resident Ambassador Program Sarah believes that one of the secrets to the supports residents who are interested in success of this program is that it’s far from strengthening the bonds of their village the typical residential and social committee community through the sharing of pre-retirement synonymous with traditional retirement living. skills, experience and knowledge. Our residents Often these types of committees are hampered are choosing to add value in many different by the rules and regulations set out in the ways, whether it’s showing people through our NSW and ACT Retirement Village Act, whereas display homes, sharing their stories of village life Resident Ambassador participation happens at community expos and events, writing village at their own convenience and direction. newsletter articles, or providing pastoral support. We have cat feeders, dog walkers, transport Most importantly, ambassadorship gives assistants, garden specialists, librarians, residents the say in choosing the way they want cooks, and poets, to name just a few. to retire. It’s a great way to break down barriers and communicate all there is to know about being a Uniting resident. With major reforms “When our residents engage with in both community and aged care, the Resident Ambassador Program is just one example of prospects and their families to the forward-thinking Uniting demonstrates share their first-hand view of what as a leading provider of independent it’s really like to live in their village, living opportunities. it carries so much credibility. It means more when you hear it from someone who lives here and is actively involved.” Independent Living

Pop-up housing for older women

A vacant building site that’s slated for retirement living with a social and affordable housing component, has been temporarily re-purposed by Uniting to create a safe haven for older homeless women who are literally left out in the cold when it comes to specialist homelessness services. The site, a fully functional residential aged care The women in our pop-up shelter welcome new facility until last year, is due to be demolished for residents by sharing food and warm clothes. They redevelopment in early 2019. Instead of remaining cook together, keep each other company, and this in disuse until then, we’ve created a temporary winter they enjoyed watching the 2018 FIFA World home for a group of women aged 45 and older Cup together on the donated TV. who would otherwise not have a place to live. One of the residents, who has spent As support services to help women access safe years in boarding houses and transitional and affordable housing are in short supply, we accommodation, regularly collects unsold food collaborated with Newtown Neighbourhood from a local café and takes it to Martin Place to Centre and the Women and Girls’ Emergency distribute to homeless people – embodying the Centre to set up referral systems, taking in our Uniting values of compassion and respect, while first temporary residents in March 2018. dealing with her own personal challenges. Creative teamwork was at the heart of this initiative, demonstrating that it takes a committed community to build a pop-up village. Our thanks go to the Construction Profile company for donating the furnishings, including a microwave and bar fridge for each room, and to the YWCA for supplying the common lounge area’s television.

“We’ve all seen pop-up bars, pop-up restaurants and pop-up shops. Those are pop-ups for a commercial purpose – why not have pop-ups for a social purpose? I would strongly encourage any property developer or owner-operator to look at their building portfolio and development plans, and if there are buildings going to be empty, think about what they can be used for.”

Simon Furness, Director of Property and Housing

Uniting Annual Report 2017/18 51 Our story of belonging.

It’s about the life in our years, not just the years in our life.

Uniting is privileged to serve older people as the largest not-for-profit provider of aged care in the NSW and ACT. This year, we have continued to roll out our new household model of living, ensuring our residents are at the heart of everything we do.

The Uniting household model incorporates Our household model is now in place at Uniting our holistic focus on residents’ safety, comfort, Bowden Brae Gardens in Normanhurst, Uniting normality, and sense of purpose, by maximising Wontama in Orange, Uniting Mirinjani in Weston opportunities for independence through choice ACT, Uniting Illowra in Waverley, Uniting Caroona and control. In our newly-built services, private Jarman in Goonellabah, Uniting Lindsay Gardens rooms and ensuites are nestled within small in Hamilton, Uniting Irwin Hall in Mayfield, and communal households of up to 20 people, and Uniting Starrett Lodge in Hamlyn Terrace. We are with a shared kitchen, dining and living rooms, planning for all other Uniting aged care homes and the cosy spaces found in any welcoming to shift to the household model over the next home, residents have the flexibility to make 18 months. The transition requires changes in decisions about their own routines and activities. home layout, so that residents can access their They may prefer to have an earlier breakfast, or kitchen to make light meals and snacks at any a later shower, or they may wish to contribute time, and for more intimate living spaces so to communal life in a way that’s meaningful to people can choose who to socialise with, and them. Most importantly, each household has its where. It also requires our frontline teams to own dedicated care team to foster connections prioritise what’s important for our residents, and with everyone who lives there, while providing it’s encouraging to see that closer engagement around-the-clock support to manage health, through the household model of care leads medication and personal care in a safe and to greater fulfillment for everyone involved. nurturing environment. 7,705 5,000+ older people had residential team members, most with nursing and health care in 2017/18 and care services backgrounds

52 Residential and Health Care

As we move our services to this way Families as partners in the care of their older of living, we’re finding that residents loved ones extends beyond assisting with the are enjoying making the decisions that running of activities. This year we’ve actively encouraged relatives to create and manage influence communal activity calendars, resources that support their visits, such daily menus and the look and feel of as making photo albums and scrapbooks, their shared spaces. contributing to communal gardens or cooking, or simply by joining in with activities and excursions. Some residents are happy to run programs like We’re continuing to build stronger connections bingo, trivia, and movie nights on their own, and with residents and families by delving more others achieve a sense of fulfillment in doing deeply into individual needs and wants, and daily chores such as table-setting in the dining understanding the cultural capital that each room, or delivering newspapers and library books person brings to their communal household. to other householders. As testament to the very real sense of community that builds within household living, some families continue to visit other residents and run programs, even after their loved one has passed away.

60 8 sites offering 76 aged care services moved to the services across NSW and ACT household model in 2017/18

Uniting Annual Report 2017/18 53 54 Residential and Health Care

We're building aged care homes with heart.

Uniting Amala Gordon, a new Canberra home for 40 people, opened in January 2018. Co-located with our Uniting Amala Major residential care independent living units, our newest households sit just building projects in 2017/18: above the community centre in the heart of the complex, where residents can lunch in the café, visit the hairdresser, or participate in a broad program of activities including bus outings, crafts and games. In March 2018, the Federal Government’s Australian Aged 15 Care Quality Agency moved to unannounced reaccreditation development audits to help ensure safe and quality care standards are applications maintained at all residential aged care services, at all times. submitted Reflecting the need for increased scrutiny and accountability in the aged care sector, Uniting welcomes the upcoming Royal Commission as an opportunity for people to tell their story, and to have a transparent conversation about the value of older Australians and the adequacy of funding 6 and the systems in place to support them. construction works commenced 3 construction works completed 40 successful reaccreditations in NSW and ACT

Uniting Annual Report 2017/18 55 Our resident dream makers

Uniting lifestyle and wellness coordinator, Jo Sumner, has waved a magic wand to turn some of our residents’ wishes into realities this year – she’s a regular fairy godmother putting Inspired Care into action at Uniting Mirinjani Weston, where she’s worked for more than 14 years. In January 2018, Jo arranged a surprise for Jo has also arranged for a resident car fanatic to Berenice Benson, a resident living with dementia take a spin in a Ferrari, and for another to cross who was overheard lamenting that her lifelong ‘hot-air balloon ride’ off the bucket list – quite ambition to visit the Big Apple would now be literally going above and beyond her duty of care. unlikely. Jo was determined to see if she could bring a taste of New York to Berenice instead, and after countless emails to the US police force she struck it lucky with a visiting officer from the New York Police Department. Berenice was just finishing her lunch when the officer walked into the dining room in full uniform. The look of absolute delight on her face said it all. Is this really happening? This is the best day of my entire life.

Berenice Benson, 85-year-old Uniting Mirinjani Weston resident, loving every moment of her surprise visit from a genuine New York City cop. Residential and Health Care

Margaret Darling, Lifestyle Coordinator at Uniting Mayflower Gerringong, organised a vintage joy ride in a 1912 Ford Model T for resident Phyllis Martin, to celebrate her 102nd birthday in March.

Part of our job here is to try and make those wishes come true and make life a little bit more special.

Margaret Darling, Uniting Mayflower Gerringong

Murray Alcock prepares to take Phyllis Martin, John Martin and Margaret Darling for a ride in a 1912 Ford Model T. Photo credit: Adam McLean

And not to be outdone, Dorothy Yeoman’s carers at Uniting Springwood arranged her first helicopter flight as a surprise for her 103rd birthday in May. We’re definitely seeing the life in the years of these wonderful residents, and not just the years in their life.

103-year old Dorothy Yeoman takes her first-ever helicopter joy flight, proving you’re never too old to try new things. Photo credit: Daily Telegraph

Uniting Annual Report 2017/18 57 Our story of collaboration.

Our focus is on working together with our patients, rather than doing things to them or for them.

Originally a family home, the historic Uniting War Memorial Hospital (WMH) is a public facility specialising in sub-acute assessment and rehabilitation for people over 60.

Services include inpatient and outpatient care, This year we’ve also: the Geriatric Flying Squad, Transitional Aged Care, Younger Onset Dementia programs, and • Developed the Patient Experience Project accommodation at Elizabeth Hunter Lodge to understand and improve our clients’ for regional patients receiving treatment in rehabilitation journeys Sydney hospitals. • Rotated our WMH nurses at Prince of Wales Hospital for acute care experience In 2017/18 we focused on delivering anticipatory or rapid response intervention so that older • Empowered volunteers through participation in people can continue to live well in their the Fitness and Wellness Beyond the Hospital homes and communities. We’ve expanded clinical trial our Integrated Rehabilitation and Enablement • Consolidated our Primary Progressive Aphasia Program (iREAP), targeting people who are frail clinic offering comprehensive speech pathology or at risk of falls, or with complex health needs • Experienced growth in demand for our such as Parkinson’s Disease. Younger Onset Dementia program, recognised In collaboration with general practitioners, iREAP as a finalist in this year’s Sydney Health identifies patients who would benefit from an Community Partnerships Wellness Awards eight-week holistic program to maintain and for its positive impacts. improve their physical ability and quality of life at home, instead of hospital admission.

530 25,158 inpatients outpatients

58 Uniting War Memorial Hospital

Older people are too frequently forgotten Geriatric Flying or disadvantaged by an Squad to the rescue increasingly complex healthcare system. The GFS Our Geriatric Flying Squad (GFS) team prides itself on being service also expanded, sending innovative, resourceful and more rapid response teams to having a ‘can do’ attitude, review clients in their own homes where no challenge is and residential aged care facilities. too great. This year the GFS team partnered with NSW Ambulance and Botany Bay Police to devise a referral pathway that offered Diane Gellatly, Clinical Nurse Consultant paramedics an alternative destination with Uniting War Memorial Hospital’s for patient treatment and care, avoiding Geriatric Flying Squad Emergency Department admittance for many of our clients. Our collaboration was acknowledged as the Team Innovation winner in the 2018 HESTA Aged Care Awards in Canberra.

Diane Gellatly accepts our Geriatric Flying Squad’s Team Innovation win at the 2018 HESTA Aged Care Awards.

“Sometimes we are so time poor that we don’t properly acknowledge the people that make such a great difference in our lives. I would like to thank Siobhan, Vera, and all the wonderful staff of the Early Onset Dementia program from the bottom of my heart. Their positivity and dignity is incredible.” Vera, wife of a Younger Onset Dementia program participant

Uniting Annual Report 2017/18 59 Our story of social justice.

“We will work for the eradication of poverty and racism within our society and beyond … we will oppose all forms of discrimination which infringe basic rights and freedoms.” Extract from the Uniting Church in Australia’s Statement to the Nation, 1977

Every year we work with thousands of people who are among the most vulnerable in NSW and the ACT. Alongside our direct service provision, we speak up for the changes to our society and government policy that are needed to improve the lives of people experiencing poverty and disadvantage.

Advocacy and social justice work is a We upheld our commitment to public advocacy fundamental part of how we live out the Uniting by launching the Drug Law Reform campaign. Church’s founding Statement to the Nation in Designed to create a more humane and health- 1977. We fulfil our pledge, first and foremost, focused drug policy, this campaign has seen by providing services to those in need. But we us work closely with the Uniting Church and always work towards strengthening families a coalition of 57 organisations including legal, and communities to care for their own, and to health, community, service provision and overcome exclusion, isolation and injustice in faith-based groups. their lives. We know that this can’t be achieved just by helping individual people – it means We continued to support the Church changing the structure of society as a whole. to pursue the Give Hope campaign, for a more compassionate, respectful The 2017/18 year was one of renewal for our advocacy work. We sought to become more and humanitarian response to asylum purposeful and focused, and to coordinate the seekers. We’re working with our partners various kinds of advocacy we do, both within in the Sydney Alliance to improve rental NSW and the ACT and with our colleagues in affordability, and with the Make Renting other synods. Fair campaign to end unfair evictions. We’re also supporting the Everybody’s Home campaign, for federal policy reforms.

60 Advocacy

We all need a home

Without stability of living circumstances, it’s hard to care for family, gain employment or pursue education or training. Lack of safe and affordable housing also makes it very difficult to support people to address other issues impacting their lives, such as substance abuse or mental health issues. It’s why our Social Justice Forum, in collaboration As a result, the Mayor of Penrith invited the with the wider Church, plays a leading role in Uniting Church and Alliance to raise the issue an effective partnership campaign to improve at a full council meeting. and secure rental housing for people in Greater Sydney and regional NSW. Forums like these will be held throughout 2018/19, as the groundswell of public opinion On 26 March 2018, Uniting co-hosted a public continues to build. Already our campaign has policy forum – We All Need a Home – at Penrith significantly improved both NSW Government Uniting Church, together with the Sydney and Opposition policies on housing affordability Alliance and our Synod. The purpose of the and security, and our Uniting Social Justice Sydney Alliance is to bring together diverse Forum looks forward to facilitating further community groups, unions, and religious opportunities for people to have their say in organisations in advancing the common good decisions that affect them, their families, to achieve a fair, just, and sustainable city. and everyone working and living in Sydney. Penrith Uniting Church Minister, Rev. Hye-Kyoung Lee, was instrumental in creating this forum, after the results of the Alliance’s survey in the Penrith electorate made it clear that housing affordability was a pressing issue in the community. Attended by over 70 people, speakers included federal, state and local politicians, a housing expert, and a Uniting Church member with lived experience of unstable housing and rental stress.

Uniting Annual Report 2017/18 61 Our Aboriginal story.

Uniting is deeply committed to working collaboratively and walking respectfully alongside Aboriginal communities as they seek a voice, justice, and prosperity.

Our Aboriginal Service Development Unit • Aboriginal community partnerships with serves an important leadership role in ensuring Uniting foster care services in Gaba Yula in our programs are accessible and culturally Western Sydney and Ngurambang in Dubbo appropriate for Aboriginal people. • Aboriginal church engagement alongside This year has seen consolidation and renewal Uniting Aboriginal and Islander Christian for the Uniting Aboriginal Service Development Congress Unit (ASDU), resulting in stability of Aboriginal • Extensive engagement and consultation workforce engagement and retention. with employees linked with reclamation of their Aboriginal Staff Network Identity. We’ve built strong foundations over the past 12 months through: There is always more to accomplish, though it is no small achievement to be in a position • Uncle Ray McMinn’s appointment as our where we can connect successfully as a unified Uniting Advocate for Aboriginal People Aboriginal voice, and support Uniting in creating • Formation of the Uniting Aboriginal Cultural opportunities for more positive social impacts Governance Circle for First Australians. • Uniting staff gatherings to provide cultural engagement and development • Set-up of the Aboriginal news and activities page on Yammer, our internal Uniting social networking platform 273 Aboriginal employees

62 Our Aboriginal Story

Meet Uncle Ray Uniting Advocate for Aboriginal People In 2017, we sat down for a chat with Uncle Ray Are any of the existing Aboriginal languages McMinn during NAIDOC (National Aboriginal and in decline? Islander Day Observance Committee) celebrations, Thankfully, the decline has levelled off with to discuss the theme of ‘Our Languages Matter’. Australia’s recognition that we need to restore and He highlighted the essential role languages retain what we have left. Now there are government play in preserving Indigenous cultural identity, grants available to fund research and documentation linking people to their land and water, and of Aboriginal languages. This is especially important communicating Aboriginal and Torres Strait given that Indigenous languages were traditionally Islander history, spirituality and traditional rites. passed down from generation to generation in spoken form only. How many Aboriginal Languages are there, and how many have we lost? Are there additional benefits to learning There are around 270 Aboriginal languages in use traditional languages, apart from cultural today – less than half of the more than 600 that appreciation and preservation? once existed. Research has shown that young Aboriginal people who are learning their traditional language alongside English are actually achieving better results in their other studies than those who are not. What is Uniting doing to help preserve traditional languages? “This was a wonderful At Uniting, we work closely with local Aboriginal communities and we are inclusive of local knowledge opportunity to meet other and language wherever possible. We actively use Aboriginal staff and to discuss the local languages to name things and we embrace the great work we do, but also their resurgence. to learn about what we can achieve moving forward.” Participant at a recent Uniting Aboriginal Staff Gathering

Uniting Annual Report 2017/18 63 Our story of cultural diversity.

Uniting embraces Australia as a vibrant, multicultural country – from the oldest continuous culture of our First Australians, to the cultures of our newest arrivals from around the world. Cultural and linguistic diversity (CALD) is one of our greatest strengths, and the heart of who we are.

In 2017, we leveraged this strength in taking a • Secured 1000 SBS Cultural Competence Training whole-of-organisation approach to diversity and licences to augment our person-centred practice inclusion. Our three-year Cultural Diversity Strategy and equip our employees to work more effectively 2017–2020 governs and guides a consistent path with people from different cultural backgrounds to building a stronger, more sustainable, equitable • Developed an online employee resource library and inclusive Uniting, where the cultural strengths with 23 subject areas including working with and differences of our CALD communities and CALD children, families, older people and employees are respected and valued. those living with a disability With our own CALD Service Excellence Specialist • Sponsored and participated in cultural events paving the way forward, we’ve created the CALD together with the Hindu Council of Australia, Advisory Forum to provide a voice for employees the Sri Lanka Association and the South Asian and clients throughout Uniting. In 2017/18 we: Muslim Association of Australia • Identified the diverse cultural backgrounds • Pledged support for the Human Rights and needs of our clients and employees across Commission’s campaign ‘Racism. It stops with me.’ all Uniting service areas as a basis for ongoing employee training, customer service changes Awarded for and translations diversity in ageing • Delivered the employee e-learning module ‘Introduction to Cultural Diversity’ In June 2018, Uniting was shortlisted as a finalist in the Excellence in Organisational Leadership category of the national Cultural Diversity in Ageing Excellence Awards. Held every two years by the Centre for Cultural Diversity in Ageing (funded by the Department of Health), our first-time nomination was significant, given the strong competition from long-standing ethnic-specific organisations.

64 Cultural Diversity

Did you know? In South Western Sydney, Uniting is supporting Syrian refugees through our Resilient Families programs. We are working to ensure our staff are well-equipped to meet the needs of our growing base of Muslim clients.

Did you know? Everyone working at Uniting Quong Tart Ashfield can speak Mandarin or Cantonese. This residential aged care home has been specifically designed for older Chinese Australians, complete with an Asian-inspired kitchen that’s fully equipped to cook Chinese dishes. This year, in addition to celebrating Chinese New Year and the Moon Festival, our residents created their own menus as part of the ‘Come Dine with Me’ program. Mei Quong Tart was a Chinese merchant and much-loved personality in 19th-century Sydney. Our home is built on the site of Quong Tart’s family home in Ashfield, and retains many of its original heritage features.

1,459 70% 9 CALD employees* of CALD Advisory community languages * culturally diverse employees who Forum members have represented in speak a language other than English CALD backgrounds translated brochures Uniting Annual Report 2017/18 65 Our story of celebration.

We respect and welcome everyone, exactly as they are.

At Uniting, we continue to celebrate diversity and inclusion. Together, we move past tolerance to actively embrace all that makes us unique.

The Uniting LGBTI strategy is constantly evolving to strengthen advocacy, inclusivity Did you know? and safe environments for members of LGBTI A Uniting team member had the communities, their families and friends. Many privilege of providing confidential challenges still exist, particularly for people pastoral care for one of our aged within our transgender community, and for care residents in his early 90s, whose people in regional areas. Australia now has mourning of the loss of a roommate same-gender legislation, yet there is more triggered deep grief over the death of inclusion work to achieve in 2018/19 and beyond. his same-sex partner many years earlier. As we pave the way forward together, Expressing the anguish of not being Uniting reinforces our commitment to able to openly grieve the end of his relationship at the time, he was finally stand alongside the LGBTI community able to weep profoundly over his loss. to continually offer support and build ongoing resilience.

6,733 30 7 employees completed events supporting Uniting LGBTI fair days celebrated Celebrating LGBTI Inclusion employees during the in metropolitan Sydney and Diversity online training same-gender marriage and regional NSW debate LGBTI Inclusion 66 LGBTI Inclusion

Here are some of this year's highlights: Did you know? Storytime is never a drag at Uniting • Gold Employer Recognition for Uniting Summer Hill Children’s Centre. Especially at the Australian Workplace Equality when the stories are told by celebrated Index (AWEI) awards drag queen Joyce Maynge. To live our • Winner of the AWEI Trans & Gender Uniting spirit of encouragement and Diverse Inclusion award support of individuality, diversity and • Kimberly Olsen, who is driving the inclusion, we invited Joyce to read to Uniting Rainbow of Difference project, the children. won the AWEI Sapphire Inspire Award “Just wanted to say thank • Joined the new ACON workplace initiative, Pride in Health + Wellbeing you for this. It really • Supported the Broken Heel Festival in means so much to our Broken Hill, Dubbo Pride, Pokolbin Pride, family that events like Newcastle Pride and Lismore’s Fruitopia Fair, and participated in the Sydney Gay these are happening in and Lesbian Mardi Gras. the preschool community without us having to advocate for them.” Parent at Uniting Summer Hill Children’s Centre

“How fantastic to see Uniting recognised for its inspiring work and ongoing commitment to inclusivity in all its operations. This is a real example of what it means to recognise the image of God in all people.” Uniting Church Synod of NSW/ACT General Secretary, Rev. Jane Fry Uniting Annual Report 2017/18 67 Our customer story.

You’re at the heart of what we do. You’re the reason we’re here. Our newly-developed customer service charter is a promise we share. It represents our commitment to each other and to those we are here to serve.

Our customer service principles are based on patience, integrity, understanding, respect, sociability, reliability and professionalism.

We now have a consistent Uniting voice across all our service offerings at the first point of contact, welcoming everyone exactly as they are. This year, our Customer Service Centre experienced a 90% increase in phone calls and a 50% increase in email and website enquiries compared with 2016/17, due to the number of in-market campaigns and the centralisation of call-to-action details.

In 2017/18, our Customer Service Centre: answered actioned in 67,033 15,157 9 phone calls emails and website different enquiries languages

Did you know? The Customer Service Centre responded to these enquiries in 2017/18: • 25,182 for Residential and Health Care • 5,642 for Recruitment • 8,373 for Independent Living • 4,669 for Home and Community Care • 8,179 for Disability/LAC/NDIS • 2,275 for Early Learning • 5,928 for Resilient Families

68 Sustainability Our story of sustainability.

As one of the largest community service providers in Australia, Uniting % has a responsibility to manage our 25 ecological footprint. reduction in total carbon emissions since 2010 with 11% growth of services We’re aiming to reduce our impact on the environment in many ways, from bush regeneration around our sites over the same period to waste management education within our sites. We've achieved significant energy efficiencies through solar power, LED lighting installation, energy efficient equipment and employee awareness campaigns. As a Silver Partner in the NSW Sustainability Advantage 25 program, we're also working with government and other aged care sites with solar organisations to improve sustainability across NSW through photovoltaic panels better environmental practices. installed in 2017/18

Bushland regeneration near our independent living units at Hamlyn Terrace.

Uniting Annual Report 2017/18 69 Our research story.

Research matters at Uniting. Our dedicated researchers and campaigners influence public policy and opinion by working with our services and identifying how we can create a better, fairer society.

Through the Uniting Centre for Research, In 2017/18, our research partnerships included Innovation and Advocacy, we support the all our service streams and covered issues such highest quality research to inform our purpose as nutrition, dementia, end-of-life care, LGBTI- of inspiring people, enlivening communities and inclusive care, out-of-home care, chaplaincy confronting injustice. We welcome opportunities and pastoral support, early learning, health to work with universities and other organisations and wellbeing of seniors and people living with to improve our understanding of vulnerability a disability, counselling and mediation, and and disadvantage, identify best practice, and many more. develop innovative ways of impacting outcomes. We invite you to learn more about our research partnerships here:

15 12 11 new research partnerships research partnerships research partnerships commenced in 2017/18 approved to commence continued

70 Research

Did you know? Uniting has a library to support our commitment to research, advocacy and evidence-informed practice. Located at our North Parramatta campus, staff can also access all library services via the Uniting intranet. Our library holds a specialised collection of print and electronic books, professional journals and DVDs that focus on child and family welfare services, diversity, disability, aged care, social policy and advocacy.

385 500 239 loans in 2017/18 registered borrowers article requests

“Over the past year I have frequently accessed the library for resources related to my role as child protection counsellor and for my external study in play therapy. One of the things I value most highly about Uniting is the commitment to continuous learning.” Uniting caseworker, Western Sydney

6 20 44 9 external grants Australian and other organisations peer-reviewed obtained international involved publications universities involved

Uniting Annual Report 2017/18 71 Our grants and funding. Innovative Community Grant Fund

Uniting builds stronger communities in collaboration with the wider Church by providing financial assistance to presbyteries, local congregations and community groups for mission-focused engagement through the Innovative Community Grant Fund. In 2017/18, a total of 68 projects received Innovative Community Grant funding for mission activities which make a difference to people experiencing social disadvantage.

Grant Amount Organisation Project Approved Abbotsbury Uniting Knitting and Friendship Group $2,200.00 Adamstown UCA Inspiracy 2018: A Climate for Change $7,000.00 Albion Park UCA Storage of Gifts for Uniting/Target Christmas Appeal $2,850.00 Alli Atkins Exploration of Fresh Theatre $500.00 Alpine Parish Uniting Church Alpine Uniting Church Floor Replacement and Painting $14,400.00 Auburn UCA On The Beat $5,375.35 Bangalow/Bryon Bay Uniting Church Men's Cooking Class and Nutrition/Health $3,000.00 Bankstown District Uniting Church English Second Language $5,000.00 Beecroft Uniting Church Seniors' Helpline $10,000.00 Berowra Uniting Church Berowra Community Markets $14,899.00 Berry Uniting Church Pop-up Community Hub $8,000.00 Bowral UCA Modification of fellowship centre basement to enable $15,000.00 the construction of a shower, toilet and change facility Braidwood UCA Suicide – Safer Community Initiative $5,500.00 Byron Bay Uniting Churches Labyrinth Facilitation $8,000.00 Campsie/Earlwood/Clemton Park Campsie Drop-in Centre $7,060.00 Uniting Church Canberra City UCA Building Nation – Walking Together Fashion Showcase $15,000.00 Canowindra Uniting Church Canowindra Community Life Centre $12,500.00 Corrimal Regional UCA Acoustic Works in Underwood Centre $2,000.00 Corrimal Regional UCA Kitchen Fit-out 1 $15,000.00 Corrimal Regional UCA Kitchen Fit-out 2 $30,000.00 Dubbo Uniting Church Uniting 2017 Dads for Kids Festival $15,000.00 Dubbo Uniting Church 120 Countdown $15,000.00 Eastwood UCA Chinese Speaking Resource Worker $30,000.00 Engadine UCA Engadine Community Christmas $700.00 Engadine UCA Reflective Space Project $1,000.00 Fiji Parish Fiji National Conference 2018 $15,000.00 Gosford UCA Installation of solar power panels for the church community hall $15,000.00 Hornsby Uniting Church Community Outreach Bands $15,000.00 Illawara Presbytery Financial Counselling Services, Shoalhaven Zone, Illawarra Presbytery $14,000.00 Keiraview UCA Boys Mentoring Program $2,500.00

72 Grants and Funding

Grant Amount Organisation Project Approved Kenthurst UCA Eyecare $1,800.00 Kenthurst UCA Diabetes $1,800.00 KidsXpress TIPS and Expressive Communications Workshops $28,000.00 Kincumber Uniting Church After school program for children Kindy to Year 2 $3,356.00 Kippax UCA Drop-in playgroups, Koori playgroup $1,000.00 Koinonia Peak Hill Impact Hub $15,000.00 Lower Manning UCA Big Studio Movie Licence $245.00 Lower Manning UCA Reverie Harp – Palliative Care $863.00 Manning Uniting Church Branching Out $21,665.00 Manning Uniting Church Parenting After Domestic Violence $41,540.00 Merewether UCA Community Ministry $15,000.00 Mum's Cottage Inc Building Mental Health in our Community in West Lake Macquarie $25,000.00 Mustard Seed UCA Second Hand Saturday $18,000.00 Newtown Neighbourhood Centre Inc First Responders' Volunteer Network $26,950.00 North Rocks Community Church LiveStreaming interactive worship experiences for small rural $5,680.00 congregations in the Riverina Northern Inland Congregation Installation of a ramp, landing and disabled car parking space $3,192.50 Northmead UCA Developing Community Groups Project $15,000.00 Oatley UCA Family Outreach $2,000.00 Parramatta Centenary Uniting Church Community Playground $15,000.00 Parramatta Nepean Presbytery Mission Shaped Ministries $40,000.00 Penrith Uniting Church Penrith Uniting Community Outreach $6,000.00 Pivot Point Community Centre/ Pivot Point Hub $12,500.00 Outreach Centre St Matthew's Uniting Church Playgroup Area $15,000.00 Baulkham Hills Sydney Presbytery Uniting – Sydney $15,000.00 Terrigal Uniting Church Natural Bush Playground $10,000.00 The Entrance Long Jetty UCA The Long Jetty Meeting Place $30,000.00 The Hunter Presbytery “Weekend Out” All Age Weekend $2,500.00 The Hunter Presbytery Hunter Homelessness – Research Project $10,000.00 The Pyjama Foundation Love of Learning Program $20,000.00 Turramurra Uniting Church LiveStreaming interactive worship experiences $5,000.00 for disadvantaged people UCA – Grace Christian Church Enhancing Community Engagement $1,900.00 UCA – Grace Christian Church Forging Greater Community Engagement $15,000.00 UCA Cudgegong Cluster Community Room Heating and Cooling $11,405.00 (Mudgee Congregation) Uniting NSW.ACT Parent Links Move it with Uniting $12,400.00 UnitingCare Kippax Kippax Kids Playground Refurbishment $15,000.00 Wauchope & District Uniting Church Community Meals Program $15,000.00 Wellington Uniting Church Noah's Ark Initiative – Upgrade $15,000.00 Yamba UCA Fit for Life $5,000.00 $804,289.85

Uniting Annual Report 2017/18 73 Grants and Funding

The Price Trust.

The Norman & Florence Price Memorial Trust (the Price Trust) was established in October 1959 as a result of the gifting of a property in Leppington NSW to the Presbyterian (NSW) Property Trust. Investment returns from the subsequent sale of this property are managed and distributed by Uniting on behalf of the Price Trust to provide one-off funding for projects which meet the five key objectives identified in the Trust Deed: • The relief of poverty • The level of analysis and planning evident in the outline of the project • The capacity of the organisation to manage the project • The commitment of the organisation, members and volunteers (financial and in kind) to the project • The level of collaboration with consumers and/or other services.

The following grants were issued by the Price Trust in 2017/18:

Recipient Project Funded Amount Parkes Uniting Church Monthly Monday Community Meal $9,800.00 Wayside Chapel Wayside Youth Café Community Enterprise $30,000.00 Lismore Regional Mission Food Pantry Enhancement $14,790.00 The Kogarah Storehouse Food Program and Women’s Health $5,394.00 Fairfield Uniting Church Fairfield Uniting Church Diner, fresh meals twice a week $10,000.00 Berowra Uniting Church Community Hub Phase 1: development of a drop in centre including $15,000.00 an op shop, computer access group and community spaces Bathurst Uniting Church Survival Space: A warm safe space for rough sleepers $20,000.00 $104,984.00

74 Donors and Supporters

Our donors and supporters. Individuals, groups and businesses support the important work of Uniting every year. Below is the list of generous contributors during the 2017/18 financial year.

Companies and Bequests Uniting Church groups organisations • Estate of A B Porter Baldock • Caroona Auxiliary • Association of • Estate of Beresford Earl • Tumbi Umbi Fellowship Children’s Welfare Shipley • St Stephen’s Fellowship • Australia Japan • Estate of B M Smythe • Women’s Fellowship Forest Healthcare Network • Estate of L Martindale Reefs • Campbelltown Public School • Estate of Margaret Ralston • Women’s Fellowship • Campsie RSL • Estate of P J Kidman Glenbrook • Cater Care • Estate of Robert Geoffrey • Women’s Fellowship • Coffs Men’s Bowling Club Peterson Northbridge • Defender Safety • Estate of Robert James New • Op Shop Volunteers Uniting Churches • DOVECO ME • Estate of Ronald Leslie • Arrunga • Dubbo Christian School Armour • Bay and Basin • First National Real Estate Clubs • Beechwood • Healthcare Network • Casino • Lane Associates • Caroona Auxiliary • Forest Reefs • Matthews, Dooley & • Country Women’s Gibson Solicitors Association of NSW • Laurieton – Bonny Hills • Muirfield Golf Club • Terrigal-Wamberal • Mannering Park Lions Club • Nambucca Council • Northbridge • Woodburn Garden Club • Rosie’s Beauty • Nowra • Rotary Club Darling Harbour • Sawtell Ladies Bowling Club • Nyngan • Pyrmont • St Michael’s Parish Nowra Special groups • Supagas NSW & QLD • Oatley • Target Christmas Appeal • Bikers Australia • Wellington • Windsor Funeral Home • William Rubensohn • Nambucca Heads Foundation • Constitution Hill • Northern Rivers Retirement Village • Terrigal Major gifts

• H Presgrave • L Sommervile • M Faggion • G Thomson • W Gates

Uniting Annual Report 2017/18 75 Meet our board.

Heather Watson Robyn Brown Anne Carroll Chairperson

Heather is a non-executive director Robyn’s corporate career spans Bringing an extensive background and specialist charity lawyer with 25 years as a business and IT in senior management roles within broad experience across government consultant, working on a wide private hospitals, Anne is a registered and not-for-profit organisations. Her variety of business improvement nurse with a postgraduate degree legal and governance expertise spans projects for global clients. With in Public Health, majoring in Health aged care, health and community Accenture, she held senior partner Services Management. services, affordable housing, level responsibilities for change Indigenous communities, management and ERP practices, Anne has served on Uniting boards and philanthropy. and was a founding partner in the since 2009. Her other roles have discipline of change management. included Chair of the University Having served the maximum She has also developed expertise in of Technology Academic Advisory nine-year term as a board member of senior executive recruitment with Committees for the Enrolled Nurses/ UnitingCare Queensland, seven years a global search organisation. Graduate Entry Accelerated Course as Chairperson, Heather currently (2010), Bachelor of Nursing/Bachelor of serves as director on the boards Holding a Bachelor of Commerce from Arts in International Studies Curriculum of Uniting Vic.Tas and Australian the University of Queensland, Robyn is Review (2009), and Bachelor of Regional and Remote Community also a Fellow of the Australian Society Nursing Curriculum Review (2009). Services, a subsidiary of UnitingCare of Accountants, and a member of the She is Chair of the Private Hospital Queensland and service provider Institute of Company Directors. Benchmarking Group and the Day in the Northern Territory. Surgery Benchmarking Group, Board Robyn is Chair of the Uniting Council Member and Treasurer for Family Drug Her other directorships include Sydney North and was previously a Support, and member of the Global- Children’s Health Queensland, board member of Uniting Mission and Mark Advisory Committee. Queensland Rail, Community Services Education. She brings to her roles Industry Alliance Reform Council deep knowledge and skills in program Anne joined the Uniting predecessor (as Chairperson), Epic Good and project management, governance Service Board in 2010, and the Foundation (as Chairperson), and risk, people and HR system. Uniting Board in March 2014 upon and National Affordable Housing its establishment. Anne was the Consortium. She is also a member Active in the community through Chairperson of the Care and Clinical of the Advisory Council to the the Uniting Church, Robyn also Governance Committee during Queensland Family and Child volunteers her time to projects FY2017/18, and is now Chairperson Commission, and to the Australian in Asia with Habitat for Humanity. of the recently-formed People, Charities and Not-for-profits Care and Safety Committee. Commission. Robyn joined the Uniting Board in April 2016. Heather joined the Uniting Board in July 2015 and was appointed Chairperson in October 2016.

76 Board Members

Gillian Coutts Rev. Jane Fry Dr Oliver Greeves

With over 20 years of experience as a Rev. Jane Fry is the General Secretary Oliver has over 30 years’ experience leader and change agent in the sales of the Uniting Church of Australia as a board director with organisations and operations functions of large Synod of New South Wales and the in Asia, Australia and the United corporations, Gillian now consults ACT and has more than 20 years’ States. Until 2004 he worked overseas in change management and experience in pastoral ministry with JPMorgan Chase & Co. and leadership development. and church leadership. subsequently MetLife Inc. Since returning to Sydney, Oliver has served Gillian is Australian Country Director Jane has considerable experience in as a board member of Uniting Care at Potential Project, a global ministry and leading the church in Ageing (Chair 2013–2014) and Uniting leadership training, organisational times of change, including helping (Deputy Chair 2014–2017). development and research firm with the UCA Sydney North Presbytery a charter for bringing compassion understand the necessities and Oliver joined the Uniting predecessor and wisdom-based contemplative challenges of transitional ministry. Service Board in 2011, and the practices to the workplace for Uniting Board in March 2014 upon improved employee wellbeing, Jane joined the Uniting Board its establishment. Oliver retired from capacity and impact, and to create in November 2016, upon her the board at the conclusion of the a more sustainable world. appointment to the role of September 2017 board meeting, but Acting General Secretary. has continued as an external member She holds a degree in Economics, of the board’s Capital Advancement graduate diplomas in Counselling Committee and the Governance and (performance psychology) and Church Collaboration Committee. Operations Research/Statistics, and has co-authored “One Second Ahead – Enhance Your Performance at Work with Mindfulness”, published by Palgrave Macmillan in 2015. Gillian is also a graduate of the Australian Institute of Company Directors, and her community work includes supporting women post-breast cancer, following her own treatment and recovery.

Gillian joined the Uniting predecessor Service Board in 2005, and the Uniting Board in March 2014 upon its establishment. Gillian was Chairperson of the board’s Customer and People Transformation Committee during FY2017/18.

Uniting Annual Report 2017/18 77 Liz Nicol Bronwyn Pike Michael Talbot

Liz is a leadership consultant with Following an early teaching career, Michael is an experienced non- specialist expertise in organisational Bronwyn joined the Victorian Uniting executive director and senior behaviour and culture change. She is Church as Director of Justice and consultant with a focus on establishing an Executive Director of SafetyWorks Social Responsibility. She managed client-centric services to give Group, working with leading Australian the delivery of a broad range of enhanced customer value and superior companies to develop strategic health, social and educational brand profile. He is a non-executive approaches to managing health and services through more than director with the Australian Dispute safety effectively and influencing 100 UnitingCare agencies. Centre, which promotes the alternate organisational culture change. She resolution of commercial disputes in has experience across a wide range of Elected to the Victorian Parliament Australia and internationally. Michael sectors, bringing skills in leadership in 1999, Bronwyn held the portfolios is the former Chair of Law Courts Ltd and collaborative approaches to of Housing, Aged Care, Community and a member of the NSW Council of engage people toward achieving Services, Health and Education. Law Reporting. organisational vision. Bronwyn is also Chair of Western In his former senior executive roles, A graduate of the Australian Health, Chair of Uniting Vic.Tas, Chair Michael has successfully led large- Institute of Company Directors and of UnitingCare Australia, Chair of scale digital reform, the realignment an experienced non-executive director, the South Australian Urban Renewal of operations to client-centric Liz has recently concluded her role as Authority, and Board Member of services, and managed operations Chair of Leapfrog Ability, a disability Leap in! – a Uniting NSW.ACT and with assets valued more than support organisation, and is a member UnitingCare Queensland joint venture. $1.5 billion. As a result, he has led of the Hunter Region Committee of Bronwyn joined the Uniting Board multiple challenges associated with the AICD. She has previously sat on in July 2015 and was Chairperson of large-scale transformation of client the Board of St Philips Education the board’s Governance and Church operations and the engagement Foundation as well as the Hunter/ Collaboration Committee during of the community and important Central Coast/New England Regional FY2017/18. stakeholders in those processes. Board of UnitingCare. Michael holds a Bachelor of Commerce Liz has held senior management with majors in Finance, Accounting and roles leading teams across a range of Systems from the University of NSW. industries including Water Utilities and He is a Fellow of the Australian Society Steelmaking. She holds qualifications of Certified Practicing Accountants and in Nursing and Occupational Health a member of the Australian Institute of and Safety and has lectured (sessional) Company Directors. in the bachelor and post-graduate degrees in Health and Safety at the Michael joined the Uniting Board in University of Newcastle. October 2017 and serves on multiple board sub-committees. Liz joined the Uniting Board in October 2017 and serves on multiple board sub-committees.

78 Board Members

Jane Thornton Peter Wells Dr Andrew Young

Jane has over 30 years’ experience Peter has extensive professional Andrew is the Chief Executive Officer in senior executive roles with global experience with governments, the of Aftercare, Australia’s oldest IT companies and S&P/ASX50 community and industry at many mental health charity. He is dedicated corporations. Her enduring interest levels across roles covering service to improving the effectiveness of in social justice started through delivery, governance, compliance and social impact across sectors and is volunteer work with Melbourne’s regulation, complaints management, passionate about having a strong Brotherhood of St Laurence. management structures and controls, outcomes focus, evidence and purchasing, customer service, and measurement, collaboration and She holds a Master of Business conducting major reforms. This is leadership development. Administration and is a member of complemented with the ability to the Australian Institute of Company both develop and implement policies An engineer with a business strategy Directors. In 2006, Jane joined the to ensure strong governance and background from Andersen Consulting, Sydney Region UnitingCare Ageing ethical conduct. Andrew’s first not-for-profit role was Board and later became Chairperson. Head of Marketing for The Smith She has also served in several He has a passion for excellence in Family from 2000. He then served executive committee positions for service delivery, regulatory compliance, as CanTeen Australia's CEO for eight Uniting NSW.ACT. Jane is Chair of the and in seeking significant outcomes for years, winning Equity Trustees’ Not-for- War Memorial Hospital Board, and the community in NSW and Australia. profit CEO First Year Achiever Award a board member of BoardConnect, in 2005. He was the CEO of the multi- a service providing support to Peter has worked as Executive Director university partnership, Centre for Social Australian not-for-profit boards. at NSW Roads & Maritime Services and Impact, from 2012 until 2016. in senior roles at NSW Department of Jane joined the Uniting predecessor Infrastructure, Planning and Natural Andrew joined the Uniting Board in Service Board in 2010, and the Resources and the NSW Environment July 2015 and is Chairperson of the Uniting Board in March 2014 upon Protection Authority. Peter has board’s Audit and Risk Committee. its establishment. She is the Bachelors and Masters degrees and Chairperson of the Capital advanced management qualifications Advancement Committee. from numerous vocational studies. He has also completed the Company Directors Course at the Australian Institute of Company Directors and has over 10 years of board director experience.

Peter joined the Uniting Board in October 2017 and serves on multiple board sub-committees.

Uniting Annual Report 2017/18 79 Structure

Our organisational structure.

Uniting Church NSW and ACT Synod

Uniting Board

Tracey Burton Executive Director

Saviour Buhagiar Simon Furness Linda Justin Rick Morrell Director Residential Director Property Director Practice Director Mission and Health Care and Housing and Quality

Bob Mulcahy Jill Reich Doug Taylor Anna Videira-Johnson Director Resilient Director Customer, Group Executive Social Director Strategy Families People and Systems Impact, Advocacy and and Finance Resilient Families 80 Finances

Our financial update for the year to 30 June 2018.

Uniting revenue growth Revenue for Uniting has increased by 39% over the past six years. Growth in disability services, residential aged care, home care and State-funded children's services feature as part of the increase.

850

800

750

700

$ million 650

600

550

500 2013 2014 2015 2016 2017 2018

*excludes sale of properties

Where our funding came from: 9% Year ended 30 June 2018 Revenue ($m) Government subsidies, $596.4 grants and program funding 21% Resident fees, client fees $175.7 and charges % Other revenue $72.7 70

Total revenue $844.8

Uniting Annual Report 2017/18 81 Finances

How did our services contribute to our revenue?

Our revenue increase of 4.8% (excluding abnormal items), compared to the previous year, was largely associated with growth in residential aged care revenue and our disability local area coordination programs.

Year ended % 3% 4 11% 30 June 2018 4% Revenue ($m) 3% Families $84.9 Residential $504.1 11% Home & Community Care $88.0 Disability $26.0 Early Learning $33.8 Independent Living $22.8 64% Local Area Coordination $30.5

Total services revenue $790.1

Note: The above revenue excludes sale of properties.

What did we spend?

Our expenses increased by 5.8% this year. Depreciation was a significant contributor here, rising by 15.7% as a result of our continued increase in capital investment.

Year ended 7% 30 June 2018 Expenses ($m) % Wages, salaries and $507.4 15 related expenses Depreciation and $76.3 amortisation expenses 6% Property costs $50.5

Program costs and consumables $123.4 % 9 % Other expenses $54.4 63

Total expenses $812.0

82 Finances

What assets do we own?

Total net assets increased by 4.9% this year. Activities to support better quality practices and our investment in new facilities contributed $203.7 million. 2% 0% 2% Year ended 30 June 2018 Assets ($m) Property, plant and equipment $1,080.4 Financial assets, including cash $934.5 and investments

Intangible assets $34.7 % 45% 51 Trade and other receivables $43.8 Investment in joint ventures $1.4

Total assets $2,094.8

What do we owe?

Liabilities increased by 5.7% this year, mostly due to a $65.2 million increase in refundable loans received from our residents.

1%

Year ended % 30 June 2018 8 Liabilities ($m) 7% Refundable loans to residents $994.0 Employee benefits $85.6 Trade and other payables $99.1 Other $8.4

Total liabilities $1,187.1 84%

Uniting Annual Report 2017/18 83

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