Switchboard Vic ANNUAL REPORT 2019-20

STAYING WELL TOGETHER Contents

Our Switchboard Journey 4

Connecting the LGBTIQA+ communities 8

Thank you to our staff and volunteers 9

Welcome from the Chair 10

2019-20 Board members 11 ► PURPOSE ► MISSION Year in review from the CEO 12 We serve , , bisexual, To provide peer-driven support services for lesbian, gay, bisexual, and gender diverse, Staying Well Together 14 , and asexual transgender and gender diverse, intersex, queer and asexual (LGBTIQA+) people, their families, Year in Review 16 allies and communities. (LGBTIQA+) people, their families, allies and communities. Governance: In safe hands 18

► VALUES / PRINCIPLES In Memoriam 19 Teleweb: The power of phone and web 20 based support WE ARE Out and About: Being there for our older / INFORMED. 22 / ACCOUNTABLE. / RESPONSIVE. community members We listen, we reflect and we are well We keep our promises to our members, We respond to the diversity informed. to our LGBTIQA+ communities, to of community need. QTIPoC: Working for inclusion, standing 26 funders and to ourselves. against racism / ACTIVE. / RESPECTFUL. We contribute to our community / CONNECTED. We are empathetic and meet Suicide Prevention: Let’s talk about suicide 28 and the world around us (we lean We connect, engage and mobilise people where they’re at. in and reach out) communities, stakeholders and Treasurer’s report 30 partners (we mobilise people power to empower our community). Financial reports | Auditor’s statement 31

Switchboard is based We acknowledge that our work SWITCHBOARD VICTORIA INC on the lands of the Kulin takes place on lands that are under colonial occupation and that Kulin A.B.N. 81 367 786 099 Visit: switchboard.org.au nations, always and A note on photography – any Nation sovereignty was never photography in this report unless Post: PO Box 21291, Little Lonsdale Email: [email protected] forever the home of the ceded here. indicated that it is taken on-line, Street, Melbourne Victoria 8011 Administration: (03) 9663 2474 was taken before the Coronavirus Wurundjeri, Boonwurrung, We hope to pay our respects (COVID-19) restrictions impacted Wathaurong, Taungurong to Kulin Nation elders, past and Victoria in 2020. @switchboard_vic @switchboard_victoria @switchboardvictoria and Djadjawurung present and wish to extend this Report design: jacqmoon.com peoples. respect to any and all Aboriginal and Torres Strait Islander People.

SWITCHBOARD VIC • ANNUAL REPORT 2019-20 3 WE ARE SWITCHBOARD OUR 2014 In 2014 we also significantly expanded our services to SWITCHBOARD provide a volunteer-based home visiting service, now called Out and About, to reduce social isolation and improve community JOURNEY connectedness for older LGBTI Victorians. Switchboard Victoria Inc is a community based not-for-profit organisation that provides a peer 2017 based, volunteer run support service for the lesbian, In 2017 we established our QTIPoC program: QTIPoC stands for Queer, gay, bisexual, transgender, intersex, queer, asexual 2013 Trans and Intersex People of Colour. (LGBTIQA+) communities and their allies, friends and In 2013-14 Switchboard joined The program aims to further our phone service with services understanding within and beyond families. in other states to form Australia’s Switchboard on issues that affect first national LGBTIQA+ accessibility and inclusion of QTIPoC. telephone and web-chat Originally called Gay and who had not Our founders identified counselling service, now known and Lesbian Switchboard, yet come out to themselves the value of a peer- as QLife. the organisation was or others, or who were based counselling service, By that time it was clear that established in 1991 as socially isolated. delivered by LGBTIQA+ the name Gay and Lesbian a volunteer telephone volunteers who shared and 1991 In 1991, a community Switchboard reflected neither counselling and referral could affirm the experiences meeting was held to the callers’ nor our volunteers’ service with seed funding of our callers. In 2017-18 we joined Queerspace/ establish a core group of diversity in relation to sexuality from the ALSO foundation. Drummond street services, Thorne people to set up the service. They committed to and gender. 2018 Twentynine years on, Harbour Health and Transgender The founders insisted delivering a fully inclusive Switchboard remains So in 2014, our members agreed Victoria in launching w/respect, lesbians be at the forefront, service, open to all callers volunteer driven and runs to drop “Gay and Lesbian” and call Australia’s first LGBTIQA+ integrated and not just as “token without on a range of services and the service Switchboard Victoria. services response to LGBTIQA+ members”, and Heather the basis of sex, gender, projects. family violence. Morgan came forward. , ethnicity, The vision of our founder Heather had worked age, ability, religion, health, David Sampson was to for general telephone financial or social status, create a service, like the counselling service Crisis geographic location or then London Gay Line and became the new isolation, Switchboard, for gays service’s core trainer. or political belief. In 2018-19 Switchboard formally established our suicide prevention service, in February 2019 engaging 2020 They committed to delivering a fully 2019 our Suicide Prevention Manager. In 2020 in response to Coronavirus (COVID-19), we have transformed our In April 2019 the Out and About inclusive service, open to all callers without service to respond to the needs of the program was re-funded, following a LGBTIQA+ community during a world discrimination on the basis of sex, gender, decision in December 2018 where the wide pandemic. As we move into a new program’s funding was slashed by two era globally, Switchboard has grown as gender expression, ethnicity, age, ability, thirds. Switchboard’s broad-based a service and know that we have the campaign saved this valuable service. religion, health, financial or social status, capacity and resilience as an important Since then we have been funded to service for the LGBTIQA+ community geographic location or isolation, sexual expand the service to socially isolated in Victoria. LGBTI elders aged over 60, and to orientation or political belief partner with and build the capacity of mainstream service providers.

4 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 5 What have 45 we achieved VOLUNTEER TRAINING PROGRAMS TO LGBTIQA+ together VICTORIANS SINCE 2015 4735 3505 PEOPLE LIKE OUR CALLS TAKEN BY FACEBOOK PAGE SWITCHBOARD FOR QLIFE $55,916 29 YEARS WE HAVE DONATIONS TO RUN THE SERVICE SWITCHBOARD TO SUPPORT THE LGBTIQA+ COMMUNITY

Throughout 2019-20, the impact of Coronavirus (COVID-19) affected our ability 72 RECIPIENTS FOR to visit our Out and About OUR COMMUNITY recipients. However, volunteers VISITOR PROGRAM continued to stay connected during this time. 1200 IN PERSON AND VIRTUAL VISITS

6 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 7 WE ARE SWITCHBOARD WE ARE SWITCHBOARD CONNECTING THANK YOU TO THE LGBTIQA+ OUR STAFF AND COMMUNITY VOLUNTEERS

/ OUR VOLUNTEERS / OUR LIFE MEMBERS Our volunteers are the heartbeat of Switchboard. We Life Membership recognises those who have / PHONE AND WEB COUNSELLING / LGBTIQA+ FAMILY VIOLENCE are so grateful to have the support of our wonderfully made an extraordinary contribution to our work. AND REFERRAL SERVICE dedicated and diverse community of volunteers. Every We proudly acknowledge our Life Members, and Switchboard is a partner in the newly developed one, past and present, has contributed greatly to congratulate those inducted in 2020. Switchboard is the Victorian partner in the national Victoria wide LGBTIQA+ family violence and intimate growing Switchboard into the service and community telephone and web counselling, information and › Heather Morgan partner violence prevention service. This service, we are today. referral service QLife. This free peer based service is launched on 3 September 2018, is called w/respect. › David Samson for LGBTIQA+ identifying people and those who have On behalf of all of Switchboard and the community This service is managed in partnership with Drummond › Chris Oxley questions or concerns about LGBTIQA+ issues. This Street Services, Thorne Harbour Health, Transgender we serve, thank you. › Carol Wilkinson includes families, friends, teachers and coworkers Victoria and Switchboard. Switchboard’s primary of LGBTIQA+ people. This service is funded by the service delivery role in the consortia is to manage the › Michelle O’Sullivan Commonwealth Department of Health. after-hours telephone support line. / OUR STAFF › Julie Dyer › Libby Jamieson / COMMUNITY CONNECTIONS CEO: Joe Ball / SUICIDE PREVENTION › Chris Mier FOR OLDER PEOPLE Director of Services: Meaghan Holden Switchboard is running its own postvention plan › Dom Smith Switchboard runs Out and About, a social home visiting following the tragic suicide of our beloved staff Out and About Program Manager: Ada Castle › Paul Cosgrave service for older LGBTI Victorians at risk of social member Ingrid Zhang. Going forward Switchboard Out and About Outreach Officer: Meredith Butler › Brian Murray isolation. This free service is coordinated in partnership will be developing suicide prevention resources for with the National Community Visitors Scheme and the broader LGBTIQA+ community. Out and About Support Worker: Vanessa Pidwell › Peter Knight is funded through the Commonwealth Department › Bruce Beet Teleweb (Telephone and Webchat) Manager: Libby of Health. Jamieson › Peter O’Grady › Nate Reid / ANTI RACISM Counselling Supervisor: Tracey Peterson-Esposito › Margaret Cannington Switchboard runs a QTIPoC project aiming to build QTIPoC Program Manager: Greg Rincon › Bec Harris greater equity for Queer, Trans and Intersex Peoples Suicide Prevention Manager: Anna Bernasochi and/or People of Colour and People of Faith. Executive Assistant: Georgie Munro (to March 2020) Life Members inducted in 2020: and Elizabeth Tanter › Bridget Gargan Finance Officer: David Hand › Hadyn Klemm The names of our two Teleweb Team Leaders, 14 Helpline › Shane Laing staff and two Teleweb trainers are not published for › Leanne Renfree reasons of privacy and safety. We thank them for their › Vanessa Robertson work in family violence prevention and crisis support, and for supporting our QLife services during COVID-19. › John Wall › Kenny Yu For a list of the Switchboard Victoria 2019-20 Board members, see page 11. › Mon Hameed › Christine Haag

8 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 9 SWITCHBOARD CHAIR

and policy change. This year our advocacy has touched on Welcome from issues including suicide prevention, family violence, racism and the situation of LGBTIQA+ people in refugee detention (see page 26-17). Switchboard Board As we lean into these areas of more acute distress and risk, the Chair it has been equally important to increase our care for the Members - 2019-20 caregivers. Thank you to our Director of Services, Teleweb Services Manager and Team Leaders for providing the additional support to our volunteer and peer workers on the QLife and After Hours family violence phone service ‘Staying Well Together’ (page 21), and to our volunteers for embracing this change / SARAH MARLOWE Chair has been our motto so strongly. this extraordinary year. / TONY LEE Deputy Chair And it encapsulates As we lean into these areas one of our deepest / CHRISTINE HAAG of more acute distress and Secretary values and reasons risk, it has been equally for being. / BLAKE LESCHEN important to increase our Treasurer care to the caregivers. For 29 years, Switchboard has been volunteers adapted to the challenges risks, including suicidality and family a place for LGBTIQA+ people to of COVID-19, maintaining a lifeline of violence. And we know that because of come together and care for our own. friendship, community and care at a the discrimination we experience in the GENERAL MEMBERS When the COVID-19 pandemic made particularly frightening time for older wider world, in hard times many of us being together physically impossible, people, especially those in aged care. turn to community-controlled, peer-led / AMELIA ARNOLD Switchboard’s decades of experience services like Switchboard Victoria. I’m deeply grateful for the ways supporting our communities via Thanks to our wonderful Board, for your skilled and Switchboard has been there for our As a survivor of lesbian family violence phone and web-based services thoughtful work this year. It’s been a very productive year, / BRIDGET GARGAN communities in this very difficult year. myself, some years ago, I’m glad that came to the fore. with huge strides forward in governance, including in risk Grateful to our dedicated volunteers, Switchboard Victoria is part of the and financial management, and strategic planning. I will This year’s report provides a snapshot staff and Board. And grateful to specialist response to LGBTIQA+ family miss those who are stepping down, but thank you so much / MON HAMEED of our activities and services to both everyone who supports our work, violence, offering the After Hours for your work. Special thanks to Mon Hameed and Christine support our communities’ wellbeing, partners with us, shares our messages Phone Service (page 20). I’m excited Haag: your contributions have changed Switchboard and to be there in tough times. and donates when you can. It’s a huge, about the work of our new QTIPoC forever, and we are so grateful. / MARY KOUTZAMANIS and largely invisible, community effort. Programs Manager and program Community and connection are volunteers, including strengthening Thanks to our much-loved CEO Joe Ball, for your powerful supports for wellbeing. Thank you for being there through our networks and partnerships with dedication and leadership. What a pleasure it has been Witness the unalloyed joy of bringing people’s everyday struggles. Through / RASHMI KUMAR refugee, multicultural and Aboriginal to work with and support you, to lead our organisation a big group of our elders in their own the harmful ‘debates’ on birth organisations, as a foundation for through yet another difficult year for our communities. bus to Pride March (page 22), and certificates and religious discrimination. broadening our support and outreach Thanks to our wonderful staff, for adapting to the the fun and connection of our outreach Through our apocalyptic summer, / MICHELLE SHEPPARD to those communities. I’m proud of massive challenges of COVID-19 response. I would like activities, including at Carnival when Switchboard made a big effort our suicide prevention program’s to acknowledge the staff for their ability to adapt to (page 17). to get our service information to groundbreaking work, including working from home and a special mention to the Teleweb LGBTIQA+ people bushfire-affected / ISHWAR SINGH Community and connection are also research, our podcast, our Wear It staff who throughout the lockdown had to travel into the communities. Through COVID-19 and the foundation of our QLife phone Purple event and advocacy (page phone room as designated essential workers. Thank you its accompanying rise in racism. And and webchat services, offering callers 28-29). to our fabulous volunteers, for being the beating heart thank you for still being there, every / SARA TIMMS a gentle, safe space to connect with of Switchboard. We can’t wait to see you all again, as day of the week. We have an obligation to speak out another LGBTIQA+ person one-on- restrictions lift in the new year! about the issues our service users tell one. They are the core of Out and We know that always – and especially us most impact on their wellbeing. About, our elders visiting programs. I during hard times – LGBTIQA+ Preventing and responding to distress am so impressed by how quickly and people experience a disproportionate Sarah Marlowe and harm in our communities requires effectively Out and About staff and level of mental distress and other Switchboard Chair both increased supports, and social

10 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 11 SWITCHBOARD CEO Supporting our community on the front line

I think it is hard to think of the year in any kind of totality, there is before the pandemic and then there is during the pandemic. Throughout the early onset of Coronavirus (COVID-19) I turned my thoughts each day It is always what we do when to our Switchboard founders, those who no one is watching that built our service during the AIDS Pandemic. makes who we really are, and not a truer word could be I thought of their courage said about the Switchboard and ultimately their resilience governance structure and you wrote us into the VPC clause volunteers. I thought of their courage and ultimately their resilience to by clause. Although you are leaving the Board this year, your forge something anew, something essential to forge something anew, legacy is prolific. To Sarah Marlowe – Switchboard Chair, you and something ultimately very successful. They created something essential and home schooled three children, worked full time and were our Switchboard, born out of a response to AIDS that continues Chair. You have been, as ever, outstanding, inspirational and to this day as a community controlled organisation for and something ultimately very importantly, unwavering. To everyone of this years Board, by our community. It was with their vision and legacy and you have been the custodians of our service for another knowing what they had achieved that enabled us, 29 years successful. year and you have much to be proud of. You will never be on, to respond again to a pandemic. a stranger at Switchboard. To our volunteers, whether on the Board, in Teleweb, Out and About, on one of our committees or as our I am proud that Switchboard was at the frontline of the To the staff of Switchboard, who are numerically at the end Coronavirus (COVID-19) health crisis and in the case of the regional ambassador, you are our lifeblood. It is always of this financial year 26. You deserve a standing ovation. what we do when no one is watching that makes us who Teleweb workers they became classified essential workers. May we learn as a community that during a pandemic our Yet again, as the Switchboard community of paid staff we really are, and not a truer word could be said about peer support workers deserve to be clapped as much as any the Switchboard volunteers. Whether it is answering the and volunteers we would not falter when our community thank you. Each and every one of you deserves your own other health care worker. I hope that as a reader of this year’s phone, having a cup of tea with a participant or attending needed us most. You will see throughout this report how we paragraph of thanks however that is beyond the scope of annual report you can see what has been achieved and I yet another committee or Board meeting, very few people responded across our programs not only to the emerging the words I have to give. wish you to all know that this was only possible with the needs within our community, but how we responded as will ever know all that you have given to help another. However I feel it would be remiss of me not to include here collaboration of a dedicated group of staff. the Switchboard community to the challenges that were However, as members of Switchboard whether as staff a few specific mentions. To Blake Leschen - Switchboard presented and are ongoing. or fellow volunteers we know what you do and we are all Treasurer, may you always be the brains and I will be the grateful. I would like to take the opportunity to thank the audacious heart – as we have always joked when we wrote yet another May we continue to grow as the Switchboard community Board of 2019-20. Together we were brave and I will always and then another funding submission this year. To Christine and learn better, how to stay well together. remember what we did this year in the face of each and Haag - Switchboard Secretary, you have always had every challenge, you were my confidants and my comrades, Switchboard interests at heart, you have transformed our

Joe Ball Switchboard CEO

12 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 13 WE ARE SWITCHBOARD Staying well together

SUPPORTING OUR COMMUNITY THROUGH A PANDEMIC

COVID-19 has affected all “As we did during Victorians, in ways we may never fully know. Its impacts the AIDS epidemic, on minority communities, including LGBTIQA+ people, our communities has been substantial. Even in June, before Victoria’s swung into action second wave and lock-down Keeping the QLife and Out and About Staying Well Together: our IDAHOBIT an Equality Australia survey to protect and services going - safely theme and our motto showed a huge negative Switchboard was an early adopter of the public health IDAHOBIT stands for International Day Against support our own.” response, aiming to flatten the COVID-19 curve. By mid- , , and discrimination impact on LGBTIQA+ people’s March, all staff except Teleweb staff were working from against Intersex people, and is on 17 May each year. This year employment, income and home. Staff were assisted to set up home workspaces, and Switchboard celebrated IDAHOBIT on Friday 17 May with a the team worked together to create a supportive virtual hugely popular online event, ‘Staying Well Together’. Over mental health, and an increase The survey also showed around 1 in 20 LGBTIQA+ people working environment. 200 people joined us to hear a fascinating conversation, had experienced violence, abuse, harassment or controlling facilitated by CEO Joe Ball, between US psychiatric in our caring responsibilities. We quickly implemented restrictions on who could come behavior. A number of people who reached out to our epidemiologist Dr. Ilan Meyer, and Sydney-based Tea Uglow. in for volunteer shifts, including recent travelers, anyone support services were experiencing these issues. This symptomatic or immune-compromised. By April, safety Dr Meyer is perhaps best known for his influential included young people forced to move in with unsupportive concerns and escalating COVID-19 restrictions meant that conceptualization during the AIDS epidemic of ‘minority family by job and income loss. Others had little choice but none of our 80+ active QLife volunteers could come in for stress’ – in short, the mental health impacts of discrimination to stay in unsafe relationships for similar reasons, as well their shifts. – and for his contribution to overturning harmful as increased isolation and decreased community support amendments to Californian same-sex marriage laws. during lockdown. We are very grateful for federal and state government support to keep the Switchboard QLife service going at this Tea is the Creative Director for Google’s Creative Lab in Through our front line work, we saw how health and very difficult time. This enabled us to engage temporary paid Sydney. She works with cultural and creative organisations wellbeing inequalities for many LGBTIQA+ people increased staff, who were able to space themselves out much more around the world exploring the space between technology due to COVID-19. We also heard about painful memories of 1 in 20 and the arts and what can happen where they intersect. widely in our otherwise empty office. Huge thanks to our the AIDS epidemic that this health crisis triggered for many teleweb volunteers for staying engaged with Switchboard Tea is a passionate transgender spokesperson, public older community members. LGBTIQA+ throughout this time. We know it was difficult for you not speaker, author and literature lover, and one of Australia’s As we did during the AIDS epidemic, our communities swung to be able to play your usual, vital one-on-one peer support top 50 LGBTQ leaders as named by Deloitte in 2018. into action to protect and support our own. Events were role during lockdown. As lockdown restrictions unwind, people The thought-provoking conversation explored how we quickly migrated online, and many community members we can’t wait to welcome you back to our phone rooms! conceptualise intersectionality in our approaches to mental stepped into a role of broadcasting and translating public have experienced violence, By April, our Out and About program had also completely health and social justice, and many of the event attendees health messages in our diverse communities, encouraging abuse, harassment or switched to phone or virtual visits, given the risk to our shared their own experiences, insights and reflections COVID safety, and promoting help-seeking and mutual controlling behavior older community members. With no additional funding to in the webinar chat. The event ended with a reflection support. respond to the unfolding crisis for older people, we sought on the importance of IDAHOBIT and a moving online community donations. We are grateful for support enabling performance from the always eloquent gender us to send our care packages to Out and About participants transcendent diva Mama Alto. – see the report on page 22.

14 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 15 EVENTS, FUNDRAISING AND CELEBRATIONS LGBTIQ GLOBE AWARD In 2019, we were very proud to receive the LGBTIQ Globe Award for Protecting Our Community.

Switchboard CEO Joe Ball accepted Year in In this tumultuous and unprecedented the award on behalf of Switchboard. year, Switchboard events and fundraising “Tonight this award is for our 180 initiatives provided some inspiring and volunteers, our 14 staff and our 12 board members, this award is also for fabulous highlights. our life members and our founders Review who shoulders we stand on, it is for anyone who has ever donated to Change to Victorian birth Switchboard, its for our funders, we all share in this, we all do this as a certificates community, we can’t do it without you and it’s for anyone who has ever In August 2019 Switchboard staff shared our number to someone who and volunteers were proud to stand needed it, any aged care worker who on the steps of Parliament House with has ever referred someone to our Out hundreds of other supporters from and About services. We are one huge across the community, to support Switchboard staff and volunteers Switchboard community this is for changes to the births, deaths and celebrating at the LGBTIQ Globe all of us.” Awards, 2019. marriages registration bill. These changes would enable Victorians to change the recorded sex on their Midsumma 2020 birth certificate to a descriptor of their Midsumma 2020 was lots of fun, choice, without requiring unnecessary with our staff engaging community and/or unwanted surgeries, or participants during Carnival with a sign-off (for adults) from a medical fabulous nail-painting station, and professional. The reform passed both selling Switchboard caps made from houses of State Parliament on August recycled materials! Our Midsumma 28th, 2019 and became law on May festivities culminated in a first for 1, 2020. Pride March, starting with breakfast While the reform was extremely with older LGBTI Victorians from the welcome, the ‘debate’ surrounding it Switchboard Out and About program, did real damage to trans and gender in conjunction with Intersex Human diverse people in the lead up and Rights Australia. Participants then beyond, and resulted in a big surge in boarded a bus to be proudly escorted calls to QLife services. We are grateful by Switchboard staff and supporters for a one-off additional grant from the along Fitzroy Street. See our Out Victorian government, to help us meet and About report on page 22. A big this need. Midsumma Pride thanks to the City of Port Phillip who March, January 2020. funded this unique initiative — a hugely emotional and proud moment for all involved.

This year a Communications and Thank you for your generous We acknowledge that many in IDAHOBIT 2020 Fundraising Committee replaced donations our communities have been doing the Community Engagement it especially tough this year, and In May our IDAHOBIT 2020 event Every year Switchboard relies in part Committee. The newly formed for many, it has been a significant had to move on-line due to pandemic on donations from our communities committee was chaired by Tony challenge to contribute at the levels restrictions. But it was a great success, and allies, to continue our important Lee and included Amelia Arnold, that they ordinarily would. with 200+ participants enjoying work. This year donations supported Bridget Gargan, Michelle Shepherd, a wonderful Welcome to Country initiatives in: We are exceedingly grateful to all who Sarah Marlowe and Joe Ball. We from Aunty Annette Xiberras, an have been able to contribute, whether discussed a number of new events › suicide prevention expert panel discussion between through one-off donations, or as and fundraising initiatives, and we Dr Ilan Meyer, Tea Uglow, and our › supporting people in crisis regular donors. From the bottom look forward to activating these in the very own Joe Ball, and concluding › our QTIPoC programs (support for of our hearts, we thank you. coming year - on line and once we are with an unforgettable reflective queer, trans and intersex people of all moved in to our new home, The speech and performance from the colour) Victorian Pride Centre. fabulous Mama Alto. › supporting our LGBTI elders and our Tea Uglow and Dr Ilan Meyer in Out and About program, and discussion as part of our on-line › preventing family violence. IDAHOBIT event.

16 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 17 GOVERNANCE In safe In memoriam Ayman Barbaresco Rob Hughes Ayman was everything Rob was a much-loved Out and hands Switchboard strives to be: About volunteer. He supported big-hearted, generous three different Out and About and there for anyone participants over his time in the having a hard time. Joe Ball program: a huge contribution. Rob SWITCHBOARD COMMUNITY remembers their fortnight also gave invaluable support to our Good governance really helps to maintain on the road together for successful campaign to reinstate Switchboard’s reputation as a trusted and the LGBTI Rural Roadshow. OAA’s core funding. Rob’s support Ayman would speak was great at Switchboard events. reliable community organisation. With that passionately about his lived He was always keen to help set up good reputation, we can attract great staff experience: as a gay man, as and pack down our stall, and to someone with a disability, rattle the fundraising tin. And he and volunteers; we can win government as a cancer survivor, and as did a fabulous job nail-painting at funding; we are a desirable partner for a person of colour. His story Midsumma Carnival. connected with so many Rob was kind, friendly and other good organisations; our opinions people. generous, and proud to support are sought, our advocacy has impact and Ayman began his volunteer Switchboard as an older gay we are respected. journey with Switchboard man. We are grateful for his as a peer supporter on the contributions and support for Out phones, then joined our and About and Switchboard. Good governance means having › Liaising with the QTIPoC Board involved with our proposed occupancy. Committee of Management systems in place so we can meet our Working Group on developing terms The negotiations have been fruitful (now Board). In his last year obligations to external regulators and of reference to establish this group and we appreciate the opportunity for with us, he was an active funders. as a new Board Committee; dialogue for our mutual benefit. member of our Community Engagement Committee. Good governance also means we › We maintain various Registers — Our committee consists of me, Ayman was a constant can meet our own high standards in Declarations of Interests for Board Christine Haag (Secretary and fixture at Switchboard stalls, providing much needed health and members, Responsible People Committee Chair), Sarah Marlowe in our Pride contingent, and well-being services to our beloved under ACNC regulations, Actions (Board Chair) Ishwar Singh, Sara Timms, in the planning and running LGBTIQ+ communities and we can arising from Board decisions, current Mary Koutzamanis, Rashmi Kumar and of many events. His legacy continue to grow and evolve. insurance policies and Membership. Joe Ball (CEO). lives on at Switchboard, Switchboard is planning to relocate to Some essential tasks in our busy 2020 I have chaired the Governance because of his contributions the new Victorian Pride Centre. This agenda have been: Committee since May 2018 and been over many years. amazing building has been rapidly Secretary of the Board since December › Creating the next generation rising from the ground, but like so 2018. I am intending to stand down as Governance Handbook to assist much in 2020, its completion has been Secretary at the 2020 AGM, believing Board members. Some additions this impacted by “lock down” under the Switchboard is on a strong governance year include a Code of Conduct, Life pandemic response. However, we all footing. I thank the members of the Membership Guidelines, Membership remain optimistic as there has been so Remembering Out and About Governance Committee for their Rules, Protocols and a Delegation to much work by so many, to bring this work, all done for love of our LGBTIQ+ participants who have passed away manage the Membership Register; plan to fruition as soon as possible. communities. We also remember the 12 Out and About This year we remember Annabell Q, Edie M, Sue R, › Helping to cope with COVID-19 We have been involved in planning participants who sadly passed away this year. Our Graeme D, John D, Mike M, David C, John A, Shivanee in terms of monitoring specific — Christine Haag practical aspects to ensure our program supports many older, often frail community M, Allen H, Warren P and Regina D. risk management policies and Switchboard Secretary proposed space meets our needs. members towards the end of their lives. And saying strategies. Also, we are engaging There has been much co-operation goodbye is not uncommon. But we feel each with a pro bono consultant for fuller between Switchboard’s Secretary and person’s loss with sadness – and with sorrow for the implementation of our organisational CEO and the Centre’s Board Chair grieving of our Out and About volunteers, who lose a risk management framework; and CEO around the documentation friend when their participant passes away.

18 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 19 TELEWEB Drummond Street Services, Thorne Harbour Health, Switchboard Victoria and Transgender Victoria. Switchboard’s role has been to run the After Hours Family Violence Helpline, offering family 3505 violence counselling, information, referral and crisis response. CALLS TAKEN BY SWITCHBOARD The power of Delivering a staffed, dedicated after hours family violence helpline VOLUNTEERS service was a big change for Switchboard. It transformed our work across the board, including strengthening our focus on family violence within our QLife service, and on elder abuse phone & web- THIS YEAR SWITCHBOARD’S within Out and About. SERVICES EXPANDED, AND THE LGBTIQA+ people who experience family violence have 241 PANDEMIC SAW PHONE AND historically had nowhere to go. And while the establishment of WEBCHATS TAKEN WEB-BASED SUPPORT SERVICES the With Respect services was a welcome development, they are BY SWITCHBOARD COME INTO THEIR OWN. based support simply not enough to meet the needs of vulnerable LGBTIQA+ VOLUNTEERS adults, young people, children and elders in our community experiencing family violence. COVID-19 forced us to temporarily * VIC did not take webchats Apr – June 2020 Switchboard Victoria began 29 years ago adjust staffing of our QLife service, Funding is urgently needed to support more services, and to due to the Coronavirus (COVID-19) pandemic support training and capacity-building for mainstream family which has always been delivered and the subsequent restructure of the QLife as a phone information and support line by violence services to help meet our communities’ needs. by dedicated volunteers from every service. and for our communities. Today we offer a part of our LGBTIQA+ communities. range of phone and web-based support During this time, we brought in paid staff temporarily to keep the service TOP 5 MOST RECORDED ISSUES services for LGBTIQA+ people, building open during Coronavirus (COVID-19) Thank you so much QLife, FOR VICTORIA on and complementing our decades of restrictions and they have done a fabulous job. However, volunteers are I’d love to do a testimony Note: does not include “other”, “regular callers”, expertise in peer-based support. This now at the heart of our QLife service and “hang up” & “general conversation” categories. we can’t wait to welcome them back as feedback-type thing one day of includes a dedicated after hours phone restrictions lift. 1. Suicide or self-harm ideation or intent helpline for LGBTIQA+ people experiencing how much you have all helped 2. CALD/cultural Issue Volunteer induction training family and intimate partner violence. me. I honestly wouldn’t be alive 3. Crisis and/or immediate distress From the 1991 founding of the phone service to June 2020, Switchboard today if it wasn’t for QLife. 4. Transphobia or Transphobic violence has delivered no less than 45 of 5. Domestic or family violence Our QLife service our renowned training courses to QLife caller In 2014, our core phone service merged LGBTIQA+ people wanting to volunteer in our teleweb services, including two into the national QLife service, with BREAKDOWN OF CALLS BY SEXUALITY Switchboard as the Victorian QLife courses this year, before the pandemic. partner, working alongside the LGBTI* Our training course totals 78 hours, 22 17 Health Alliance, Twenty10 (NSW), and includes a two day Applied Suicide Diverse Voices (Queensland) and Living Our training course totals Intervention Skills Training (ASIST), Proud (WA) to answer phone calls and Supporting our teleweb staff and volunteers 47 the internationally recognised best webchats from all across Australia, 81 practice suicide intervention training This year saw a big step up in our in-shift clinical support 3pm to midnight every day of the year. course. Beyond ASIST, the training for our volunteer and paid teleweb workers. 78 hours 84 and includes a two day QLife caller feedback from earlier this covers many topics relevant to our peer For many years, our volunteer supervisor, peer mentors and Applied Suicide Intervention year gives a glimpse into the value of support, including (but not limited to) Sexuality program coordinator have provided valuable support to our 603 Skills Training (ASIST) QLife support: anti-racist practice, intersectionality, phone and web volunteers, including debriefing and supervision 104 working with older LGBTI people, “Thank you so much QLife, I’d love to after calls involving risk, including mental illness, suicidality and consent, sex and consent, safety do a testimony feedback-type thing family violence, and professional development. 105 planning and responding to disclosures one day of how much you have all of violence. But with these types of contacts increasing across our services, helped me. I honestly wouldn’t be alive it was important to strengthen the support for our volunteers and today if it wasn’t for QLife.” Specialist family violence staff. We now have Team Leaders providing support for our peer “QLife has helped me smash through services support QLife counsellors and With Respect peer supporters, Gay Queer such traumatic burdens and find who including immediate support and debriefing while on shift. Lesbian Heterosexual With Respect is a specialist LGBTIQ* I am. I finally have hope because of Peer supporters responded very positively to this additional Unsure/questioning Gay; Bisexual family violence service, established my chats with you all. There is such an onsite support, and we saw a significant increase in shift coverage as part of the recommendations Bisexual Other specify amazing dynamic and unique family before Coronavirus (COVID-19). In-shift support enhances the in the Victorian Government Royal below of people who work there, and they quality of the volunteer experience, enables ongoing learning, Commission into Family Violence. are the most amazing people I’ve and strengthens our service quality and clinical governance. With Respect is a partnership between *With Respect and Switchboard use spoken to.” the acronym LGBTIQ *QLife uses the acronym LGBTI

20 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 21 OUT AND ABOUT PROGRAM Being there for our older community members

The Coronavirus (COVID-19) pandemic This year, the Aged Care Royal taught us all that our collective public health depends on how we care for Out and About Volunteers preparing care packages for Commission cast a spotlight on how the most vulnerable people in our recipients during the Coronavirus (COVID-19) lockdown. Australia treats the older members of communities. Especially those living in aged care. our communities. Coronavirus (COVID-19) Our programs supporting older transformed that spotlight into a laser LGBTI community members grew Reaching and supporting more people Responding to the pandemic focus. significantly in 2019-20. This growth was seen in the Out and About reach – This was the fifth year of our pioneering Out and About We all know of the devastating impact of Coronavirus geographically and numbers of people (OAA) program, after a determined community campaign (COVID-19) on many older people, and the risk it still poses. saved the program’s funding in 2018-19 This year our staff OAA program staff and volunteers adapted quickly this we supported, and in the breadth worked hard to expand our services and our reach, including year to address both the increasing needs of program of our activities. This is despite the into rural and regional areas. participants due to the pandemic and to work within Coronavirus (COVID-19) impact on our the restrictions it imposed. staff, participants and volunteers, and OAA’s core funding is through the Federal Department on how we could deliver supports. of Health’s Community Visitor Scheme (CVS) program. This In-person visits became virtual, and volunteers got very enables us to deliver our visiting service for older LGBTI creative in keeping in touch with their matched participants. Bringing our community to people in residential aged care, and to those on a waiting On top of regular phone and video chats, many wrote emails, list for or in receipt of a Home Care package. letters and postcards, and sent flowers and sweet treats to Pride March celebrate special occasions. The CVS program’s strict criteria has always been a challenge A truly fabulous highlight was bringing for us. Some of most isolated and high-needs older LGBTI As Coronavirus (COVID-19) escalated, some of our OAA program participants to Pride people are often not supported in their identity by family, participants’ additional needs went beyond the program’s March on 2 February, in the comfort and their needs are not always well understood by their aged scope. Our staff were kept busy connecting participants with of their own air-conditioned bus. For care services. Ironically, this can make it exceedingly difficult new services, including supporting their access to every participant on board, this was to even reach those who might benefit most from our technology and health information, and even fresh food. either their first ever Pride March, or support. On the other hand, the CVS program’s strict criteria We increased our staff check-ins with participants and their first in many years. means that many other isolated older people keen to receive volunteers, encouraging everyone to access Switchboard’s As the bus drove slowly down Fitzroy visits are ineligible for our CVS-funded supports. other support services, as Coronavirus (COVID-19) and the Street, there was sheer jubilation lockdown restrictions impacted on our whole community’s This is why we were thrilled this year to expand our visiting amongst those on board shared by wellbeing. service, thanks to a significant one-off RACV grant. The Switchboard staff and volunteers expansion has been a terrific success, enabling us to reach With support from generous private donors, we sent out marching proudly alongside. many more isolated people during this particularly trying a range of care packages to participants, with the largest The crowd lining the march route year for older community members. We are determined to packages for those living alone. The packages included cheered and waved wildly to our seek further funding to build on this success, and offer even LGBTI magazines, letters, gorgeous handmade masks, elders inside the bus. And they all more isolated older people the benefit of connection and sweet treats and senior-friendly Coronavirus (COVID-19) waved back with the biggest, widest friendship with other LGBTI people. health information. smiles, thoroughly enjoying their moment of celebration and pride. It was quite a moment - something many of us present will never forget.

Out and About Volunteers and program participants on the bus for the Midsumma Pride March, 2020. (Photo was taken before the Coronavirus (COVID-19) pandemic)

22 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 23 OUT AND ABOUT PROGRAM

Increasing understanding Supporting Seniors of our communities’ needs A big focus for the program this year Inclusion and Participation has been educating mainstream organisations to better support the needs of older LGBTI people. Through (SSIP) Program our dedicated outreach role, Out and About staff were able to present at conferences, workshops and webinars including the Geelong Rainbow Festival and the Royal Commission in to Aged Care.

Clynton and Haydn on ABC Participant Clynton and Switchboard Out and About volunteer Haydn were featured on ABC Life before and then during the COVID-19 pandemic, demonstrating how our service adapted to the needs of our Hayden and Clynton as part of the ABC Life story on our Out participants during Melbourne’s and About program. Image courtesy of the ABC lockdown period.

Supporting Seniors Inclusion and Participation Program participants. Delectable (This photo was taken before the Coronavirus (COVID-19) pandemic) With all my love

That feels like something Switchboard Victoria leads the Victorian Government’s changing their activities to make LGBTI seniors feel Warm and beautiful Supporting Seniors Inclusion and Participation (SSIP) welcome and visible. LGBTI Project. This project supports mainstream Through the SSIP partnerships, our aim is that: This very special day organisations to work with older LGBTI people and Makes a wonderful beginning support their participation in local communities. › older LGBTI people will feel welcome and safe to join activities in their local communities, Although we may not often say We have partnered with Transgender Victoria and Val’s LGBTI Ageing & Aged Care to work closely with › social isolation and loneliness will decrease for older Of our love that is special four select organisations (Activity Partners) to improve LGBTI people and inclusion and community participation for LGBTI seniors. › we can improve both community awareness of LGBTI Delightful and perfect These organisations are based across Victoria in the ageing and access to a wide range of services for older Joy and Happiness always Macedon Ranges, Greater Bendigo, Banyule/Nillumbik LGBTI people. and City of Yarra areas. You are loved more than you know SSIP project workers have found ways to get creative From the outset, LGBTI older people have been involved and keep up project momentum, given the challenges in deciding project themes and directions. LGBTI seniors Poem from Annabelle of COVID-19 restrictions, emergency response service told us they want: “recognition of our diversity and (Annabelle passed in 2020) priorities and the impacts of local community issues. Switchboard’s staff and volunteers including Out and About’s program team. individuality; meaningful connections with others who (This photo was taken before the Coronavirus (COVID-19) pandemic) share our experiences; real action to remove barriers Activity Partners discovered new ways they might to positive ageing; safe inclusive spaces where we can connect with communities online (such as movie ‘be ourselves’ as we age; and opportunities to be active discussion sessions, shared Zoom coffees, attending Why do we use LGBTI for our Out and About services? participants in our local and LGBTI communities”. All The Queens Men’s online dance club and shared art projects). Some face-to-face activities have been Since 2018, Switchboard Victoria has used the acronym LGBTIQA+ (Lesbian, Gay, Bisexual, Trans and Gender diverse, Local LGBTI community members were invited to deferred to 2021. Intersex, Queer, Asexual) when describing the communities we serve. However, we continue to use ‘LGBTI’ within our provide feedback on existing activities and help design older people’s programs, in line with feedback from older community members about how they feel comfortable new ones. In one instance, the local LGBTI seniors’ group The Project Team have also provided practical resources identifying their gender, sex and/or sexuality. In particular, most don’t identify with the term Queer, associating it with is leading the project and queer youth groups have been and service review tools and advice for Activity Partners its history as derogatory slur. Many older people have told us they still find the term offensive and distressing. invited to provide connection across the ages. to help build their LGBTI cultural competency and safety within the aged care context. Community language is always evolving, especially in minority communities. We may revisit the acronym we use in our Existing social support programs are reaching out to older people’s program in future. But we’re committed to listening to what our communities tell us about who they are, isolated LGBTI seniors through newsletters and surveys, and working to reflect the differing needs of our communities across all ages and stages of life.

24 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 25 QTIPOC PROGRAM Working for inclusion, standing against racism HIGHLIGHTS FROM OUR QTIPOC PROGRAM, ADVOCACY AND ANTI-RACISM WORK

Community consultation and a new phase A new manager and activities for our QTIPoC Program In February we welcomed Greg Rincon into the more senior Switchboard’s QTIPoC Program was established in 2017, to role of QTIPoC Programs Manager. In line with the direction support greater equity for Queer, Trans and Intersex People of set by our community consultation, Greg’s role combines Colour, within and beyond Switchboard’s programs. After our working to establish new peer-led services with a broader initial Victorian Multicultural Commission funding ran out, we focus on leading continued work on equity and access undertook community consultation about future directions, across Switchboard for QTIPoC people. led by Program Advisory Group member Mon Hameed. Partnerships and networks The consultation identified a need for a two-pronged approach: targeted, peer-led support programs for QTIPoC This year, we established a collaboration with LGBTI communities, and — building on the work of founding QTIPoC organisation Many Coloured Sky, to provide peer support training for their Queer Refugee and Asylum Seeker staff member Caroline Ridler — continued work on inclusion Switchoard staff acting in solidarity in response to the anti-Chinese racism at the beginning of the Coronavirus (COVID-19) and empowerment of QTIPoC communities across our Connections (QRAC) group. We are now exploring more outbreak in Australia. This photo was taken while staff were working remotely during 2020 - #unityoverfear. programs and activities. ways to partner with Many Coloured Sky and others to broaden our supports and outreach to queer asylum Several of those involved, including Mon, Rashmi Kumar and seekers and refugees. Advocacy work Standing in solidarity Ishwar Singh joined our 2019-20 Board to support this work – resulting in some exciting initiatives this year, with many more We also continue to prioritise building our networks and Sultan and Nassar (not their real names) are gay Saudi As COVID-19 kept us physically distanced, Switchboard planned for year ahead. This includes a broader anti-racism establishing partnerships amongst multicultural and journalists detained in Australia after seeking asylum. focused on staying well together and supporting our organisational change plan that will work with and alongside Aboriginal organisations, including VACCHO, the Victorian Switchboard CEO Joe Ball worked with Canberra-based communities, including through wellbeing, QTIPoC visibility a broader intersectional plan for the whole organisation. Our Aboriginal Community Controlled Health Organisation, Ivan Hinton-Teoh, co-founder of LGBTIQ+ advocacy and anti-racism content on social media. thanks to Rashmi and Mon for leading this work at Board peak body for the health and wellbeing of Aboriginal organisation Just.Equal, on a community campaign This included support for the unityoverfear social media level. people in Victoria. seeking their release. They were eventually released from campaign, in solidarity with Asian Australians experiencing detention in December 2019, while their asylum claims were elevated racism during the pandemic. Our CEO, Joe Ball processed. also joined leaders from organisations around Australia to “The whole Villawood experience … it really made us jaded acknowledge Traditional Owners of Country in a moving towards the Australian government, It made us think, video posted on Facebook during National Reconciliation my God, have we made the right decision coming here? Week. This marked the 20th anniversary of the historic Definitely, definitely, definitely the gay community rallied 250,000 people crossing bridges in major cities to support around us in a way that was so endearing and so powerful Reconciliation. that I really feel it was the gay community that did this. Really from the bottom of our hearts we have to thank the LGBT community.” - Sultan, shortly after his release from Villawood Detention Centre

26 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 27 SUICIDE PREVENTION Let’s talk

about suicide Our podcast Let’s Talk About Suicide is available for download via JOY 94.9 OUR WORK PREVENTING LGBTIQA+ SUICIDE website: joy.org.au/letstalk AND SUPPORTING BEREAVED COMMUNITIES A community of practice in LGBTIQA+ The pandemic also slowed some planned work and suicide prevention new partnerships, including with Beyond Blue and lived experience of suicide organisation Roses in the Ocean. Communities of practice can be very valuable for We look forward to working together in the coming year, The research is clear: LGBTIQA+ people practitioners and organisations working for change in our including on targeted bereavement programs, a national experience higher rates of suicide and sector. This year we were proud to collaborate with Thorne network of LGBTIQA+ people with lived experience, and Harbour Health, Queerspace and Mind Australia to establish advocacy for our communities within the wider sector. suicidality than the general population: an LGBTIQA+ Suicide Prevention Community of Practice. LGBTI youth are five times more likely to Through this, we can share challenges, successes, ideas and The launch of our podcast strategies, and forge new partnerships and collaboration. attempt suicide, trans people are almost This year Sally Rugg launched our innovative Let’s Talk Partnerships and training About Suicide podcast at a hallmark Wheeler Centre event. 11 times more likely, and intersex people The podcast focusses on the lived experiences of LGBTIQA+ nearly six times. And lesbian, gay and COVID-19 presented challenges for our Suicide Prevention people bereaved by suicide and was produced by Hamish Program, as for every area of our work. Blunch in partnership with JOY 94.9 and Support After bisexual people aged 16 and over are six Suicide. You can access the podcast anywhere you find Pre-pandemic, we delivered two two-day Applied other podcasts or you can listen online at the JOY website times more likely to have suicidal thoughts. Suicide Intervention Skills Training (ASIST) workshops to https://joy.org.au/letstalk/ (National LGBTI Health Alliance LGBTIQA+ community leaders, in partnership with Thorne snapshot, Feb 2020) Harbour Health and LivingWorks Australia. ASIST is the internationally-recognised gold standard training in suicide Back to basics for Wear it Purple prevention training. We look forward to getting back to Wear it Purple, held on the last Friday of August, was delivering ASIST and its half-day counterpart workshop, founded in 2010 to help combat LGBTIQA+ youth suicide. safeTALK, to our communities as lockdown restrictions Since then, Wear it Purple has become a day to support Switchboard’s Suicide Prevention Program aims to change Conference and the Pride in Practice Conference, ease next year. LGBTIQA+ youth more broadly. the story for LGBTIQA+ people living with thoughts of on LGBTIQ inclusion in workplaces, sport and health suicide, those bereaved by suicide and carers. We collaborate and human services. This year Switchboard honoured Wear it Purple’s origins and partner in a range of ways with: with a ‘Queering Suicide Prevention’ event featuring leading We were also honored to be awarded a SPA innovation LGBTIQA+ suicide prevention experts, Professor Johnson, Dr › other LGBTIQA+ community organisations grant for a research project on ‘Improving support for Lee, Professor Baden Offord (Curtin University) and our own LGBTIQ suicidal behavior: insight from lived experience’, in › leaders, services, researchers and peak bodies in suicide emerging leader Anna Bernasochi, Switchboard’s Suicide conjunction with Professor Katherine Johnson (RMIT) and prevention, and Prevention Manager. The event booked out, with community Dr Vanessa Lee (University of Sydney). This research will be › people with a lived experience of suicidality and members and services clearly wanting more community informed by Indigenous co-design principles, and at least bereavement. conversations and action to prevent LGBTIQA+ suicide. five of its 25 lived experience participants will be Aboriginal Building the evidence base around and/or Torres Strait Islander people. Into the future LGBTIQA+ suicide Making the case for community-led services Switchboard is currently working on the development of bereavement groups with Jesuit Social Services ‘Support Despite our higher risk of suicidality, LGBTIQA+ people A continued frustration is that governments often funnel After Suicide’. We look forward to this important work we remain critically under-served when it comes to targeted suicide prevention funding to a few big services, neglecting will do together. suicide prevention services, government policies and smaller, community-led organisations and initiatives. Yet strategies. A key reason is the lack of research about what in the landmark 2019 study, Understanding LGBTI+ Lives drives suicidality in LGBTIQA+ communities, and how we can in Crisis, 71% of participants hadn’t accessed mainstream prevent it. services during a recent mental health crisis, primarily due Addressing this gap is a big focus of our work, including to fear of discrimination or being ‘outed’. For this reason, doing and sharing new research. This year we presented on Switchboard and our partners will continue to advocate ‘Queering Suicide Prevention and Postvention’ (supporting for grassroots community responses to LGBTIQA+ suicide the recovery of people bereaved by suicide) at two national prevention, driven by research and the stories of people in Sally Rugg launching our podcast conferences: the Suicide Prevention Australia (SPA) our communities. ‘Let’s Talk About Suicide’, 2019

28 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 29 FINANCIAL SECTION Treasurer’s Financials INCOME STATEMENT FOR THE YEAR ENDED 30 JUNE 2020

2020 2019 Report $ $ INCOME Department of Health & Human Services (Federal) 264,693 94,746 Department of Health (Federal) 91,000 44,710 Department of Human Services (Federal) - 171,574 Switchboard experienced another Department of Premier & Cabinet (State) - 103,600 strong year of growth in 2019-20. Donations received 55,916 54,747 However, we also experienced significant Drummond Street Services 230,909 - financial impacts from forced adaptions Interest Income 693 1,996 National LGBTI+ Heath Alliance 196,696 158,394 to COVID-19 in the latter part of the North Western Primary Health Network 69,170 53,082 financial year. Other Grants 41,638 74,728 Other Income 54,725 9,637 RACV 150,000 - Training Fees 4,455 - TOTAL INCOME 1,159,895 767,217 Grant funding continues to be volunteer-delivered to employee- strategic priority of Switchboard as Switchboard’s primary source of delivered in direct response to our organisation grows. I continue revenue, with all programs funded by pandemic restrictions. For more detail, to work closely with the Board and various Victorian or Commonwealth see page 20 and the Chair’s report. staff to ensure accurate and reliable departments (directly or indirectly, for accounting records are kept, and The increase in expenditure on wages example as part of the national QLife to enable clear and timely financial exceeded the rise in revenue, resulting service). reporting in order to make informed in a net $132,608 deficit for the financial decisions, and remain Total revenue increased by 51% on financial year. Switchboard entered compliant to our funders the previous financial year as a result the financial year with a balance of and regulatory bodies. of additional grant monies received accumulated funds and cash reserves to fund the family violence service, that absorbed this net deficit. As I complete my first term as expand Out and About, and capacity- Treasurer, I am proud of everything I anticipate Switchboard’s growth building of other services. Donations the organisation has achieved. The will continue into the 2020-21 and volunteer training fees remain introduction of additional services, financial year. Funding has been largely consistent year on year. new revenue streams and our response secured to continue QLife operating to an unprecedented health crisis The recruitment of additional staff an employee-based service during have all brought new levels of financial within new programs and through COVID-19, and for the new Rainbow complexity. We have risen to all these growth of existing programs saw Door service, launched early in the challenges, and continue to deliver Switchboard’s wage bill more next financial year. Switchboard was invaluable counselling and support than double this year: total wages successfully selected as an employer services to our communities. increased by 135% from the previous under the State Government Working financial year. Switchboard had a total for Victoria program, helping us to of 23 employees at 30 June 2020, fund the QLife temporary staffing and Blake Leschen including eight casual workers. This some additional short-term roles. Switchboard Treasurer increase is largely explained by the Strong financial management and Board’s decision to temporarily adjust good financial hygiene remains a core the QLife teleweb service from being

30 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 31 FINANCIAL SECTION Financials Financials INCOME STATEMENT FOR THE YEAR ENDED 30 JUNE 2020 BALANCE SHEET FOR THE YEAR ENDED 30 JUNE 2020

EXPENDITURE 2020 2019 2020 2019 $ $ $ $ Accounting, audit & consultancy fees 6,369 16,521 CURRENT ASSETS Advertising, promotions & marketing 13,865 29,809 Cash and cash equivalents 1,620,237 703,091 Bank fees - 17 Accounts and other receivables 23,498 - Clinical supervision 18,611 19,941 Prepayments 4,583 10,579 Depreciation - 12,727 TOTAL CURRENT ASSETS 1,648,318 713,670 Donations & Sponsorships 825 2,301 Events & functions hosted and attended 11,595 45,801 NON CURRENT ASSETS Fixed asset write off 6,099 - Property, plant and equipment - - Food & catering 15,655 4,449 TOTAL NON-CURRENT ASSETS - - Human resources support 4,761 - Insurance 236 3,078 TOTAL ASSETS 1,648,318 713,670 IT expenses 7,587 15,536 Leave entitlements 37,893 24,626 CURRENT LIABILITIES Office expenses 2,259 - Trade and other creditors 179,577 64,019 Other expenses 224 10,702 Amounts received in advance 1,084,307 170,503 Postage, printing & stationery 4,566 4,983 Provisions 63,917 41,872 Rent 19,032 13,049 TOTAL CURRENT LIABILITIES 1,327,801 276,394 Salaries & wages 972,569 413,692 Superannuation 90,387 38,092 NON-CURRENT LIABILITIES Subscriptions 8,322 438 Provisions 25,385 9,536 Telephone & Internet 7,821 5,252 TOTAL NON-CURRENT LIABILITIES 25,385 9,536 Training 4,651 12,920 Travel 22,094 16,065 TOTAL LIABILITIES 1,353,186 285,930 Volunteer costs 4,015 26,773 Workers compensation 33,067 (3) NET ASSETS 295,132 427,740 TOTAL EXPENDITURE 1,292,503 716,769 Net surplus/(deficit) attributable to the Association (132,608) 50,445 EQUITY Accumulated funds 295,132 427,740 This income statement is extracted from the audited Special Purpose TOTAL EQUITY 295,132 427,740 Financial Statements that are to be lodged with the ACNC.

32 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 33 FINANCIAL SECTION Financials Financials STATEMENT OF CHANGES IN EQUITY FOR THE YEAR ENDED 30 JUNE 2020 STATEMENT OF CASH FLOWS FOR THE YEAR ENDED 30 JUNE 2020

Accumulated 2020 2019 funds 2019 $ $ $ $ CASH FLOWS FROM OPERATING ACTIVITIES Balance as at 1 July 2018 377,295 377,295 Receipts from funding agencies and grants 1,934,412 686,284 Receipts from other sources 115,096 64,384 Surplus/(deficit) attributable to the Association 50,445 50,445 Payments to employees and suppliers (1,126,956) (629,842) Interest received 693 1,996 Balance as at 30 June 2019 427,740 427,740 Net cash generated from/(used in) operating activities 923,245 122,822

Surplus/(deficit) attributable to the Association (132,608) (132,608) CASH FLOWS FROM INVESTING ACTIVITIES Payment for property, plant and equipment (6,099) (7,661) Balance as at 30 June 2020 295,132 295,132 Net cash (used in)/provided by investing activities (6,099) (7,661)

Net increase/(decrease) in cash held 917,146 115,161

Cash and cash equivalents at beginning of financial year 703,091 587,930

Cash and cash equivalents at end of financial year 1,620,237 703,091

34 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 35 FINANCIAL SECTION Financials Financials INCOME STATEMENT FOR THE YEAR ENDED 30 JUNE 2020 INCOME STATEMENT FOR THE YEAR ENDED 30 JUNE 2020

SWITCHBOARD (VICTORIA) INCORPORATED Auditor’s Responsibilities for the Audit of the Financial Report A.B.N. 81 367 786 099 My objectives are to obtain reasonable assurance about whether the financial report as a whole is free from material INDEPENDENT AUDITOR'S REPORT TO THE MEMBERS misstatement, whether due to fraud or error, and to issue an auditor’s report that includes our opinion. Reasonable assurance is a high level of assurance but is not a guarantee that an audit conducted in accordance with Australian Auditing Standards will always detect a material misstatement when it exists. Misstatements can arise from fraud or error Opinion and are considered material if, individually or in the aggregate, they could reasonably be expected to influence the I have audited the accompanying financial report of Switchboard (Victoria) Incorporated (the Association), which economic decisions of users taken on the basis of the financial report. comprises the balance sheet as at 30 June 2020, and the income statement, statement of changes in equity and cash flow

statement for the year ended on that date, a summary of significant accounting policies and other explanatory notes and As part of an audit in accordance with Australian Auditing Standards, I exercise professional judgement and maintain the statement by the members of the Board. professional scepticism throughout the audit. I also:

In my opinion, the financial report of the Association is in accordance with the Australian Charities and Not for Profits • Identify and assess the risks of material misstatement of the financial report, whether due to fraud or error, design Commission Act 2012 and the Associations Incorporation Reform Act 2012, including: and perform audit procedures responsive to those risks, and obtain audit evidence that is sufficient and appropriate

to provide a basis for my opinion. The risk of not detecting a material misstatement resulting from fraud is higher i. giving a true and fair view of the Association’s financial position as at 30 June 2020 and of its performance for than for one resulting from error, as fraud may involve collusion, forgery, intentional omissions, misrepresentations, the year ended; and or the override of internal control. ii. complying with Australian Accounting Standards as per Note 1, the Australian Charities and Not for Profits

Commission Act 2012 and the Associations Incorporation Reform Act 2012. • Obtain an understanding of internal control relevant to the audit in order to design audit procedures that are

appropriate in the circumstances, but not for the purpose of expressing an opinion on the effectiveness of the Basis for Opinion registered entity’s internal control. I conducted my audit in accordance with Australian Auditing Standards. My responsibilities under those standards are

further described in the Auditor’s Responsibilities for the Audit of the Financial Report section of our report. I am • independent of the Association in accordance with the ethical requirements of the Accounting Professional and Ethical Evaluate the appropriateness of accounting policies used and the reasonableness of accounting estimates and Standards Board’s APES 110 Code of Ethics for Professional Accountants (the Code) that are relevant to my audit of the related disclosures made by the responsible entities. financial report in Australia. I have also fulfilled our other ethical responsibilities in accordance with the Code. • Conclude on the appropriateness of the responsible entities use of the going concern basis of accounting and, based I believe that the audit evidence I have obtained is sufficient and appropriate to provide a basis for my opinion. on the audit evidence obtained, whether a material uncertainty exists related to events or conditions that may cast significant doubt on the registered entity’s ability to continue as a going concern. If I conclude that a material Emphasis of Matter - Basis of Accounting and Restriction on Distribution uncertainty exists, I am required to draw attention in my auditor’s report to the related disclosures in the financial I draw attention to Note 1 to the financial report, which describes the basis of accounting. The financial report has been report or, if such disclosures are inadequate, to modify my opinion. My conclusions are based on the audit evidence prepared to assist Switchboard (Victoria) Incorporated to meet the requirements of the Australian Charities and Not for obtained up to the date of my auditor’s report. However, future events or conditions may cause the registered entity Profits Commission Act 2012 and the Associations Incorporation Reform Act 2012. As a result, the financial report may not to cease to continue as a going concern. be suitable for another purpose. My opinion is not modified in respect of this matter. • Evaluate the overall presentation, structure and content of the financial report, including the disclosures, and Responsibilities of Management and Those Charged with Governance for the Financial Report whether the financial report represents the underlying transactions and events in a manner that achieves fair Management is responsible for the preparation and fair presentation of the financial report in accordance with the presentation. financial reporting requirements of the applicable legislation and for such internal control as management determines is necessary to enable the preparation and fair presentation of a financial report that is free from material misstatement, I communicate with those charged with governance regarding, among other matters, the planned scope and timing of whether due to fraud or error. the audit and significant audit findings, including any significant deficiencies in internal controls that I identify during my In preparing the financial report, management is responsible for assessing the Association’s ability to continue as a going audit. concern, disclosing, as applicable, matters relating to going concern and using the going concern basis of accounting unless management either intends to liquidate the Entity or to cease operations, or has no realistic alternative but to do Auditor: Frederik Ryk Ludolf Eksteen ASIC Registration Number: 421448 so. Address: Collins & Co Audit Pty Ltd, 127 Paisley Street, FOOTSCRAY VIC 3011 Those charged with governance are responsible for overseeing the Association’s financial reporting process.

Signature: Date: 21 September 2020

36 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 37 THANK YOU FOR SUPPORTING THE TIME OUR WORK IS NOW DONATE FOR We would like to acknowledge all the TAKE VOLUNTEER individuals and organisations that have made ACTION WILDLIFE donations to Switchboard over the last year. Your donations have enabled care packages, the Pride Bus at Midsumma, our QTIPOC work and ongoing service provision of our core essential services. We could not have done it without you.

/ FUNDERS / SUPPORTERS SAVE TALK CREATE LESS › City of Melbourne › Bendigo Aboriginal Development Corporation (SSIP) WASTE › City of Port Phillip › City of Yarra (SSIP) WATER IT OUT › Department of Health (Federal) › City of Banyule (SSIP) › Department of Health and Human Services › Cobaw Community Health (SSIP) › Department of Premier and Cabinet › Domestic Violence Victoria › Family Safety Victoria › LGBTI Health Alliance › Lesbians Inc › LivingWorks › LGBTI Health Alliance › Many Coloured Sky- Queer Refugee and Asylum Seeker Peers (QRASP) › North West Melbourne Primary Health Network › Queerspace - Drummond Street Services › RACV Community Foundation › Rainbow Health Victoria › The Pride Foundation › Roses in the Ocean STAY › Transgender Victoria – SPARK CONNECT WITH › Transgender Victoria › Victorian Government INFORMED BE KIND › Thorne Harbour Health OTHERS › Victorian Women’s Benevolent Trust › Val’s LGBTI Ageing and Aged Care › Working For Victoria › YACVic

Switchboard social media response Call.during the 2019-20 Connect. catastrophic Reach out.

phone:bushfires 1800 184 527 | webchat: qlife.org.au | 3pm-midnight, 7 days PROUD PARTNER OF QLIFE.ORG.AU

ONCE OFF OR REGULAR DONATION MAKE A If you would like to make a once off donation and/or become a regular donor, you can do DONATION so through our Give Now Account @switchboard_vic @switchboard_victoria @switchboardvictoria

38 SWITCHBOARD VIC • ANNUAL REPORT 2019-20 39 switchboard.org.au

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