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Annual Report 2013-2014 Overview of MHA Care 3 Who We Are Our Mission Our Values Chairperson’s Report 4 Name Change Quality Review People Financial Strategic Plan Thank You Contents Summary Our Staff 6 Meet the Team Staff Training 2013–2014 7 The Board of Management 8 Board Meeting Attendance Financial Overview 9 Care Services 10 Key Highlights Achieved during 2013-2014 Some other Key Achievements Planned Activity Groups 12 Highlights for the Year Nathalia “Grinners” /Yarroweyah Yarrawonga/ Volunteer Co-Ordination 14 Volunteer Programme 2013-2014 Volunteer Recognition Media Meals on Wheels 16 Meals on Wheels Program National Meals on Wheels Day National Meals on Wheels Conference Meals on Wheels Client Satisfaction Survey Access & Support 19 What is Memory Lane Café Opportunity Shop 20 Key Highlights for the last Financial Year Key Achievements Key Projects Moira Foodshare 22 Key Highlights for the last Financial Year Key Achievements Supporter’s Acknowledgement Compliments 24 Snapshot 26 Appreciation 27 2 Overview of MHA Care 3 Who We Are Our Mission Our Values Chairperson’s Report 4 Name Change Quality Review People Financial Strategic Plan Thank You Summary Overview Our Staff 6 Meet the Team Staff Training 2013–2014 7 The Board of Management 8 of MHA Care Board Meeting Attendance Who We Are Our Mission Financial Overview 9 MHA Care (formerly Moira Healthcare MHA Care delivers innovative and Care Services 10 Alliance) was founded in 1999 effective Consumer Centred Care to Key Highlights Achieved during 2013-2014 when the four existing health care the aged, frail and disabled, based upon Some other Key Achievements services in partnership with Moira best practise standards underpinned by Planned Activity Groups 12 Shire Council formed an alliance. a culture of continuous improvement. Highlights for the Year MHA Care was formed to: Nathalia “Grinners” “Provide a comprehensive and co-ordinated Our Values Cobram/Yarroweyah system of community care services for • Compassion Yarrawonga/Katamatite frail, aged and disabled people and • Accountability Volunteer Co-Ordination 14 their carers across the Moira Shire”. • Responsiveness Volunteer Programme 2013-2014 • Transparency Through this commitment MHA Volunteer Recognition • Sustainability Care now delivers principal Media programs. These are: MHA Care is recognised as one Meals on Wheels 16 of the most progressive Home • Assessment Meals on Wheels Program and Community Care (HACC) • Respite National Meals on Wheels Day organisations in the Hume region. • Meals on Wheels National Meals on Wheels Conference • Domestic Assistance MHA Care is well known for innovation Meals on Wheels Client Satisfaction Survey • Community Aged Care Packages in services, community connectedness, Access & Support 19 • Personal Care supporting healthy life-styles and social What is Memory Lane Café • Property Maintenance support services for older people. Staff are Opportunity Shop 20 • Planned Activity Groups always looking for ways to improve the • Foodshare quality of care and service delivery for our Key Highlights for the last Financial Year • Yarrawonga Community clients, their families and our volunteers. Key Achievements Opportunity Shop Key Projects Moira Foodshare 22 To deliver these services, MHA Care employs 70 direct Community Care Key Highlights for the last Financial Year Workers, 28 Office staff and a team Key Achievements of 500 Volunteers. MHA Care is Supporter’s Acknowledgement governed by a Board of Management, Compliments 24 which has representation from the Snapshot 26 local health care providers, Shire and community members. Appreciation 27 3 Chairperson’s Report Name Change People MHA Care Limited was formed in Our success as an outstanding December 2013 as a result of the community care organisation would conversion of Moira Healthcare Alliance not be possible without our people. Inc (an incorporated association under Those deserving recognition and I am pleased to the Associations Incorporation Reform acknowledgement include: Act 2012) into a public company limited • Our highly skilled, dedicated present the 2013-14 by guarantee. Companies formed in and professional staff who are this manner are taken to be the same driven in their performance to Annual Report to our body before and after its incorporation provide an outstanding level as a company limited by guarantee. members, clients and of service to our clients. • Our volunteers who number in their carers, funding Quality Review excess of 500 and support our Meals on Wheels, Opportunity Shop, MHA Care undertook a quality Foodshare and Planned Activity and support agencies review against the Community Care Group Programs. We simply could Common Standards In October 2013. and to our staff and not do without their support. The Quality Review is a significant part other interested of the Quality Reporting framework Financial used by the Commonwealth and Our current financial position is Victorian Governments to encourage stakeholders. strong. We have been able to maintain community care providers to review, a high level of capital reserves to refine and continuously improve the allow us to meet the increasing care quality of their service delivery. demands of our ageing community. The quality reporting process requires • MHA Care recorded an operating MHA Care to report on how our surplus of $190,990. services meet the quality standards • Audit results for 2013-14 confirmed and program requirements. MHA excellent financial systems and Care has successfully met the eighteen controls are in place to face any (18) outcomes under the three (3) future financial challenges. Community Care Common Standards.

4 Strategic Plan Summary We are developing our new strategic The Board is confident that the activities plan by undertaking a comprehensive and programs outlined in this report, review as we head towards the end of place MHA Care in a good position our current strategic plan. The Board to continue our important work in and the Executive Team continues providing a coordinated and integrated to monitor the external environment range of basic maintenance and support and the funding landscape as we services for frail aged people, younger transition from Victorian Department people with disabilities and their carers. of Health control to the Commonwealth We extend our gratitude to our Department of Social Services. Our colleagues on the Board for volunteering specific emphasis will be focused on their efforts and energy over the past commercial sustainability, provider of year. We especially acknowledge choice, employer of choice and creating those Board members who have a skill based governance structure. retired this past year - Mrs Jennie Gould and Mrs Anne O’Connor.

Thank You The improvements made across the We also acknowledge the tremendous organisation over the past two years have support of the following organisations: positioned MHA Care to face changes in funding and embrace new models of care. • Victorian Department of Health • Commonwealth Department The innovation and change still required of Social Services will be embraced by the organisation, • Moira Shire Council as it strives to remain a key service • Yarrawonga Health provider, in meeting growing • Cobram District Health demands associated with • District Health Service an ageing population. • Nathalia District Hospital

Bruce Pigdon MHA Care Chairperson

5 Our Staff Meet the Team Corporate Management Team CEO John Dean Manager Care Services Chris Symmons Manager Corporate Services Hayley McGregor Manager Opportunity Shop and Foodshare Robin Harwood MHA Care Co-ordinators and Team Leaders Corporate Services Coordinator Heather Baines Team Leader Planned Activity Groups Simone Kluckow Team Leader Assessment Wendy Farrall Acting Team Leader HACC Coordination Kelly Stephens Meals on Wheels Program Coordinator Lorraine Northeast Coordinator - Opportunity Shop Lynne Manktelow Coordinator - Opportunity Shop Helen Ward PAG Program Co-ordinator Heather Henderson PAG Program Co-ordinator Joanne Cornish Assessment and Intake Team Case Manager / Assessment Officer Jodie Barber Assessment Officer Angela Giltrap Assessment Officer Jennifer Gadsby Intake Officer Marcia Nicholson MHA Care employs Access and Support Officer Petra Alwer HACC Co-ordination Team 87 staff comprising HACC Service Officer Gemma Parker HACC Service Officer Helen Lewis full time, part-time Acting HACC Service Officer Jeannine Denny and casual team Corporate and Administrative Support Staff Payroll & Finance Officer Leanne Adams members. Receptionist / Corporate Support Officer Sheryl Drake Executive Assistant to the CEO Bernadette Edwards HR / Corporate Support Officer Ruth Mackie We also have HACC Support Officer Mary-Lou Dunn a wonderful Cleaner / Maintenance Officer Alan Taber Field Staff volunteer workforce Community Care Workers Yarrawonga Community Care Workers Cobram of over 500. Community Care Workers Numurkah Community Care Workers Nathalia Industry Consultants HACC ASM Industry Consultant Beth Dawson HACC Diversity Advisor Naomi Bravery

6 Staff Training 2013–2014 • Person Centred Care • OH&S Induction • Professional Boundaries • Occupational Health & Safety • Dementia • Motor Vehicle Light Rigid Training • Sensory Loss – Vision • First Aid • On Site Mentoring • First Aid Refresher • Active Choices • Expedite Aged Care Software Training • Autism • Dysphagia • Discrimination Harassment & Bullying • Organisation Induction • Incident Recording and Reporting • ACAR Tender writing • Hoarding Behaviours • Implementing CDC • Manual Handling • Basic Budgeting Skills for CDC • Fire Safety • Training for Health & Safety Representative • Privacy & Confidentiality • LASA Victoria Consumer Directed Care • Handling Money on Behalf of Clients • WIN HR Software Training • Infection Control

7 The Board of Management MHA Care Board Members for the 2013/14 financial year as at 30 June 2014 were: Board Meeting Attendance Board Meetings held 2013/14 = 11 (including AGM & Special General Meeting)

Mr Bruce Pigdon Period as No. of Chairperson & Representative Yarrawonga Health Board Name Board Member Meetings 2013/14 Attended

Mr Jock McPherson Mr Bruce Pigdon Full Year 11 Representative Numurkah District Health Service Board Mr Jock McPherson Full Year 8

Ms Bernadette Brooks Mrs Bernadette Brooks Full Year 9 Representative Nathalia District Hospital Board Mrs Margi Cameron Full Year 11

July to October Mr Dale Brooks Mrs Anne O’Connor 4 Representative Cobram District Health Board 2013 Mrs Margi Cameron Cr Alex Monk Full Year 11 From August Vice Chairperson & Independent Representative Mr Dale Brooks 8 2014 Cr Alex Monk Representative Moira Shire Council

Throughout the financial year changes to Board Representation included Appointment of Mr Dale Brooks (replacing outgoing Board Member Mrs Jennie Gould) from August 2013.

8 Financial Overview MHA Care provides a range of Home Total revenue in 2013/14 was $5,130,189 The overall result for MHA Care & Community Care and Aged Care which is an increase of $484,143 from for the 2013/14 financial year was services across the Moira Shire. The the previous financial year. This revenue favourable to budget with a net surplus services provided during the year include: includes Department of Health growth of $190,990 (Budget $71,243). funding towards increased HACC • Home Help Cash available for operations as at Service provision and the recognition of • Meals on Wheels 30 June 2014 has increased to $2,126,763 prior year funding to support Culturally • Home and Property Maintenance ($2,082,227 30th June 2013.) and Linguistically Diverse Communities. • Personal Care Other contributors to the increase in This positive financial result for • Respite Care revenue include the recognition of 2013/14 ensures that MHA Care is • Allied Health (Occupational Therapy) contributions from the Moira Shire able to continue to build on a strong • Planned Activity Groups Council for Independent Living for Older financial position, increasing equity (Social Connections) Persons and a gain from revaluation from $2,020,378 to $2,211,368 and • Café Style Support and of property held for sale ($33,838). taking the ratio of current assets Community Meal Programs to current liabilities from 254% to • Yarrawonga Community Expenditure for the year totalled 277%. This surplus position and Opportunity Shop $4,939,199 compared to $4,682,892 in stronger equity base will support future • Moira Foodshare. 2012/13. This increase in expenditure opportunities for capital development has been driven by increases in salaries Major sources of funding during and enhanced service provision. and wages, property expenses and the year were the Department of administrative expenses including Health, Moira Shire Council and the Hayley McGregor consultancy and recruitment expenses. Department of Health and Ageing. Manager Corporate Services

2012 2013 2014

5,000,000

4,000,000

3,000,000

2,000,000 Revenue Expenditure Cash Available Equity

9 Care Services MHA Care has welcomed a new Manager Care Services into our team to oversee the management of the care service provision of MHA Care. Additionally this role will oversee the quality and safety for client services.

In a short timeframe the care services area has identified some significant changes and improvements to ensure our client services continue to meet our clients’ needs.

A highlight for the Assessment Team Professional development is Key Highlights has been the opportunity to support offered throughout the year with a Diploma of Community Services staff encouraged to participate in achieved during student to obtain the relevant work training opportunities including. experience required to complete • Health Coaching 2013-2014 the course. The student has been • Goal Setting Assessment staffing levels have increased a welcome addition to the team • Eating for Independence in the later part of the year to include providing staff with the opportunity • Dementia Training the Manager Care Services; 2 Team to share their knowledge and skills. Leaders (one for Assessment and one for A new quality and safety program The development of a new Customer HACC Service Co-ordination); 1 Intake has been implemented with a strong Handbook and MHA Care Brochure Officer and 4 Assessment Officers; and focus for continuous improvement has supported the Assessment 1 Assessment Officer who also Case which will include the monitoring of Team’s aim of building community manages 12 Homecare packages. trends and acting upon those trends. relationships and an understanding Our annual targets have improved of MHA Care across the shire. A recent improvement has been the throughout 2013-14 with the following re-evaluation of the incident reporting MHA Care continues to support figures providing a guide to managing and client feedback systems and professional development with 5 assessment targets for the next 12 months: as a result of that we have seen an staff, 2 who are from the Assessment improvement in staff reporting. • 103% - Personal Care Team, completing a dual Diploma of • 103% - Domestic Assistance Business and Management in 2013. The capture of these trends will now • 77% - Respite allow us to commence focusing diligently Future plans will include the rotation • 72% - Assessment on our processes for Active Service of our Assessment Officers through Model and implement the ‘doing with’ The Assessment Team will continue the ‘Intake’ role to further enhance concept for all our Community Care to develop ongoing and supportive the assessment process to ensure Workers so as every clients’ independence relationships with other community service allocation and delivery are in can be promoted and enhanced. service agencies and health services, accordance to clients assessed needs. enabling the team to provide a person centred approach to customer assessment and service delivery to ensure our targets for assessments reach 100%.

A more formal approach to allocation of services has been implemented to ensure that assessments are timely and services implemented meet our consumer’s needs.

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Fall Medication Near Miss Ambulance Behaviours Equipment Meals not Error Call Out (Client) Failure Delivered

The above graph highlights the improvements in reporting incidences in just the last quarter of 2014. Some other key achievements have been: • Staff education provided at the • Received funding grant from • Active Service Model Prepare Community Care Worker team the Department of Health - plan reviewed and submitted to meetings clarifying the process of client Socialisation luncheon for CALD the Department of Health. feedback and incident reporting. Community. Access & Support • Cultural Diversity Plan developed and worker & PAG Team Leader co- • Increase in Client feedback forms completed in partnerships with the 4 ordinating program to implement sent to main office - 100% of health services across the Moira Shire. a ‘Multicultural PAG program’. client feedback forms actioned. • Client assessment and • 80% of waiting list Assessment • Agenda Item-‘What’s working well- implementation of service reviews completed. What’s not working well’ implemented provision has been streamlined. as part of the Quality system/program • An additional Memory Lane • Assessment Officers are now to capture areas of improvement and (Café Style Support) has been rostered in a more formal areas required for improvement. introduced in Cobram. manner to ensure assessments are • Monthly Traffic Light Reporting • Volunteer Meetings have now completed in a timely manner. introduced - focusing on been introduced with a yearly • Client discharge process Quality Improvement. calendar developed. has been streamlined. • The Traffic light report is displayed • Community Care Worker • Promotional and partnering programs throughout MHA Care and Resource folder developed. have been implemented where its offices across the shire. • MHA Care Improvement Plan - meetings /case conferencing now Community Common Care Standards occurs between MHA Care and recommendations and the plan for other service providers to ensure improvement reviewed, updated and client needs and outcomes are met. submitted to the Department of Health achieving ongoing accreditation status. Chris Symmons Manager Care Services

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A A L G I N A O • C W O A B R R Planned R A M • Y A Activity Groups

The Planned Activity Groups have had In May this year we closed Some of the fantastic activities have been: some significant changes over the past with some sadness, but a great sense of • Arts and Crafts: Mosaics, painting, 12 months with new structures being satisfaction and achievement. The group tapestry, blanket making introduced, changes in venues and was initially created for the district to • Sing a long sessions activity structure and increase in client support them through the drought many • Physical activities: Bowling, golf, attendance. Each location has grown years ago and since then, the group has indoor basketball and others in numbers and we wouldn’t have been evolved into a wonderful independent • Special days: St Patrick’s Day, able to be where we are without the group who share their stories, help Independence Day, Diabetes Week, fantastic team in each location supported one another on their farms and have a Volunteers Week, Biggest Morning by our coordinators, care workers, wonderful sense of commitment to each Tea, Cup and much more! our cooks and generous volunteers. other. Congratulations to our Youanmite clients on such a great outcome. Our swimming programs in Nathalia and Yarrawonga have been going strong and have benefited so many of our clients with osteoporosis, arthritis, muscle fatigue and general well being.

The Planned Activity Groups are such a valuable program that MHA Care can offer to our clients to stay involved in their community, socialise and make friends, be active and enhance their mental wellbeing all the while enjoying activities and have fun.

In the next financial year, we hope to increase our numbers in each location, double our volunteer numbers and support our staff with some valuable training. Dynamic programs will be introduced catering for special groups With three core locations, Yarrawonga, Activity structure has changed needs and we look forward to all the new Cobram and Nathalia we also continue to enormously over the last financial challenges to make our Planned Activity service smaller outskirt towns Katamatite year, with all care workers and clients Groups bigger and better than this year. and Yarroweyah. We changed our name contributing ideas and creative from ‘Social Connections’ back to Planned activities to the program with Activity Groups’ as it is recognised within supervision from the coordinators. Simone Kluckow the community and abroad as such. Team Leader, Planned Activity Groups

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A Highlights for the Year A L G I N A O • C W O A B R R Planned R A M • Y A Nathalia “Grinners” Cobram/Yarroweyah Yarrawonga/Katamatite Grinners has been a very busy bunch over Cobram and Yarroweyah have had a great What an amazing year Yarrawonga and the last 12 months participating in lots of year with so many activities and amazing Katamatite have had. Katamatite were Activity Groups community events such as the ‘Nathalia outings. One of the highlights for our fortunate to host our annual Christmas Bardi-gra’ which is a community festival Monday group was visiting Koonapacas event at their hall last year, with Jackie- embracing its local environment. This year Alpacas. The clients enjoyed seeing the Lee, Cobram singer entertaining the day it focused on the local fish in the area and alpacas and patting these gentle animals, it away. The weather was hot but that didn’t the Grinners got creative making scales was great therapy. Another great highlight stop the clients from having a great time. for the main banner and contributed their was the experience of having local members Katamatite every month has ventured fishing stories from their younger days. from council come and talk to the groups out and participated in Morning about what the council can do for them Special guests have visited and contributed Melodies at the Yarrawonga Mulwala and answer any questions the clients to the success of the Grinners group. Club. It is definitely a worthwhile activity had. A visit to the Transfer Station was Glenda Connell a local artist taught the with various artists appearing singing also fantastic, learning about recycling group how to mould a beautiful little periods of music from over the years. and the functions of the local ‘tip’. The woodland bird out of clay and paint Cobram clients have visited Burkes in Yarrawonga has the creatures to life. Aaron Dove a Yarrawonga for lunch, attended the Cobram continued to local in Nathalia each year contributes Senior Citizens Annual Concert and to grow and is nearly wooden trophies to the Footy Tipping for some Ten Pin Bowling. at capacity for competition and presents them to the venue size. the winners of the tipping including Yarroweyah and Cobram have joined Our clients have the wooden spoon! Bernie James forces at times to celebrate and enjoy enjoyed many has entertained with great music and activities as a bigger group which has outings this year songs for the group to sing along to. been quite successful. Many in-house visiting Strawberry Farm, activities this year have been celebrating The group has also enjoyed a trip Wangaratta Cinemas to see Jersey oceans day, making photo frames with to Tongka to visit the old historical Boys, Rich Glen Olive Farm, Corowa pressed flowers, making a scarecrow for homestead that has been restored by a Chocolate Factory and much more. the back garden, indigenous painting, local couple. The couple kindly opened games and trivia. One of the best weeks There has been many guests visit the their doors to the Grinners, enjoying was the Queen’s Birthday week where Yarrawonga Planned Activity Group. We the warmth of the period home and all the staff dressed as Butlers and served have had Russell from the CFA talk about shared a lovely ‘high tea’ together. our clients who had dressed as royalty a fire safety in the home, Kathleen from We must congratulate the Grinners on delicious high tea dressed as royalty. Hearing Advisory Services and Penny Ann their amazing knitting skills as they Clark, Gippsland Artist to create wonderful have donated 100s of knitted penguin masterpieces of mosaic tiles around mirrors jumpers to the little penguins who partly donated by local business Simply have been affected by the oil spills, Frameless in Mulwala. We have been made beanies for premature babies and fortunate to have many local businesses furiously making poppies to celebrate supporting our footy tipping this year the 100 years of ANZAC next year. donating prizes for our winners. A big thank you to Pharmasave Yarrawonga, Burkes Hotel, Priority Fitness, Vodusek Meats, Crusty Loaf Bakery and Yarrawonga Bakery.

13 Volunteer Co-Ordination

Secondary College Catering Group Volunteer Key Highlights & St Mary’s of the Angels Catering Group in Nathalia to provide thank Programme for the you events in each community. 2013-2014 Financial Year Local school children, town bands and choirs provided entertainment Our organisation Volunteer at each town event. Recognition Volunteers received a Thank You has over 500 Christmas Function commemorative place mat with theme’s of ‘Volunteering Power’, Thank You in volunteers involved Christmas Thank You Afternoon Teas Recognition of the Power you give to our were held in December at Golfers community’, ‘Volunteers a Powerful Gift in our Meals on Resort for the Yarrawonga and to our Community’ in appreciation for all Cobram volunteers and at the Nathalia they do to support our volunteer programs. Senior Citizens Hall in Nathalia for Wheels, Foodshare, MHA Care received contributions to Numurkah and Nathalia volunteers. cover the event costs from Moira Shire Yarrawonga The events recognised our volunteer’s Council, Community Accessibility, dedication and contribution in Numurkah District Health Service, Community their community, and in particular Yarrawonga Health, O’Meara Kennedy our retiring volunteers who were Real Estate, Hargreaves Joinery, Mulwala Opportunity Shop awarded certificates of recognition Ski Club and Hargreaves Solicitors. by MHA Care CEO John Dean. and Planned Activity We thank all the local business who National Volunteer Week provided gifts for volunteer door prizes which delighted our volunteers. Group Programs. The Theme for 2014 National Volunteer Week 12th to 18th May 2014 was The event was covered by the ‘Celebrate the Power of Volunteering’. local newspapers in Yarrawonga, Numurkah and Nathalia. This year’s events were organised in partnership with the Yarrawonga, Volunteer Training Numurkah, Nathalia and Cobram District Volunteers participated in onsite training Health Services & Neighbourhood throughout the year in food handling Houses, Moira Shire Council and St and safety, Occupational Health & Margaret’s Anglican Church in Cobram, Safety and Emergency procedures. Rosemary Cullen Foundation, Numurkah

14 Volunteer Newsletter Improved Communications

MHA Care distributed a newsletter to all volunteers in December 2013 & Media April 2014. Information included: A positive working relationship continues to prosper with local media outlets MHA Care name change, Food Safety, and this has led to an increase in new Insurance update reminder, Incident individual and corporate volunteers. Reporting Procedures, National Meals On Wheels Conference, National Volunteer celebratory events and activities Volunteer Week, Meals On Wheels received significant media coverage Emergency procedures, Policy throughout the year from the local Folders, recording Volunteer time newspapers in Yarrawonga, Numurkah, procedures, recipes and crosswords. Cobram and Nathalia. Their efforts Social Awareness Week assist in the promotion of our services which is very much appreciated. MHA Care worked in partnership with Xavier College & Yarrawonga Health to involve students in our Meals on Wheels, and Planned Activities Group Programs to experience volunteering in our local community. Melbourne University Students TEERS Biomed students participated in the UN Numurkah Meals on Wheels program L as part of their placement program and O community based activities around the V Numurakh District in February this year. R U

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COBRAM NATHALIA Meals on Wheels • 8 volunteers support 2 meal • 2 volunteers support one meal run daily runs daily to deliver meals to to deliver meals to our customers. Program - our Cobram customers. • Over the last 12 months 65 • Over the last 12 months 114 volunteers delivered 5,661 main MORE THAN volunteers delivered 8,522 main meals to 49 customers. JUST A MEAL meals to 107 customers. YARR AWONGA NUMURKAH • 4 volunteers support 2 daily meal runs The Meals on Wheels Program • 6 volunteers support 3 meal runs daily to deliver meals to our customers. continues to provide an essential to deliver meals to our customers. • Over the last 12 months 112 service in our community. • Our customers are delivered volunteers delivered 10,937 main Meals on Wheels program is at the two frozen meals on a Friday meals to 112 customers. heart of our local communities. It for their weekend meals. • Through our volunteer team’s represents people joining forces to lend • Over the last 12 months 91 dedication and commitment a helping hand, team work and looking volunteers delivered 6,429 main they have delivered a staggering out for and helping each other. meals to 83 customers 31,549 main meals to 351 customers across the region. Meals on Wheels program supports our customers to live independently in their own homes.

The Program creates social interaction with our customers and volunteers who may be the only person they see in their day.

Regular visits ensure our customer’s wellbeing is monitored and volunteers report any concerns or issues to ensure appropriate action is taken.

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National Meals National Meals on Wheels Conference This year marks the 60th Anniversary After talking with many delegates on Wheels Day of Meals on Wheels in . and volunteers we felt a sense of pride This year celebrated 60 years of The Meals on Wheels service started that the service we are able to provide Meals on Wheels in Australia. 60 years ago in South Melbourne, across the Moira Shire is excellent where a lady on a tricycle delivered and of a very high standard. The event was held on Wednesday the a few meals to local residents. 28th August 2013 as part of National Some services have changed from daily Meals on Wheels Day with the theme The Conference is organised bi-annually hot meals to pre made packaged meals. of “Diamonds are Forever”. Our volunteers by Meals Australia and was held in We are so lucky to be able to maintain delivered a celebratory placemat to all Canberra and attended by two of our fresh hot, home cooked meals from our clients with their daily meal. Meals on Wheels volunteers Peter and Liz the Cobram. Nathalia, Numurkah Ornsby who represented MHA Care. and Yarrawonga hospital kitchens to Club Mulwala also provided a two deliver to our community members. course thank you lunch at the newly Peter and Liz said “Peter and I were very renovated Digger’s Restaurant for all fortunate to attend the 60th Meals on In finishing Peter and I would like our Yarrawonga Mulwala volunteers to Wheels conference held in Canberra in to thank MHA Care for giving us acknowledge their support of members August this year. We were able to attend the opportunity to represent them at in the community to live independently. seminars on such topics as OH&S, the conference. It was a wonderful Corporate Volunteering, Social Media, experience and we have learned so much MHA Care appreciates the ongoing Food Safety and the future of Home that we will be able to help MHA Care support of Club Mulwala in recognising and Community Care funding models. implement changes such as increasing and supporting our Volunteers. Corporate volunteers into the future.” We met many dedicated volunteers and people who work passionately to provide our most vulnerable members of the community with hot, nutritious meals to maintain their independence and assist to remain in their own homes.

When Peter and I introduced ourselves as just volunteers representing MHA Care, it was often pointed out to us that we are not just volunteers but the face of Meals on Wheels. Sometimes we may be the only person a Meal on Wheels recipient may see in the course of their day.

17 Meals on Wheels Meals on Wheels Imagine Client Satisfaction the Possibilities Survey Campaign In conjunction with the local MHA Care made a submission hospitals a Client Survey was mailed to Volunteering Victoria earlier to our clients in Cobram, Nathalia, this year to be part of the Numurkah and Yarrawonga to “Imagine the Possibilities Campaign”. learn more about their experience Our Submission was successful and we of the Meals on Wheels service. were chosen as one of 12 organisations Client’s responses were very positive across Victoria to participate – the only rating the service from good to Victorian country organisation chosen. excellent. Client comments: The focus of the campaign is on the I am very thankful for the service. promotion of the Meals on Wheels “ Thank you to everyone concerned” service and recruitment of new volunteers into the Meals on Wheels Program. Enjoy and gratefully appreciate “ the meals which are delivered Support from Volunteering to my home. Very good” Victoria includes:

Since my good wife passed away the • Publicity and PR support “ Meals on Wheels delivery is a very • Volunteer photographer welcome break in my daily living”. • 20 A3 colour posters • 1,000 Postcards To know that our meal is prepared and • Web tiles/banners delivered takes a huge weight off our “ • Print display advertisements Lorraine Northeast minds. Everything is beautifully packed • Promotion of MHA Care Meals on Meals on Wheels Program Co-ordinator and clean. I can only speak highly of the Wheels Program on Volunteering delivery volunteers, always cheerful and Victoria website and social media. helpful. Thank you for this great service.”

18 What is Memory Lane Café all about? Memory Lane Cafe is a model of service delivery that offers social support to a person and their carer at the same time, in the same place, in a community-based setting and positive social environment Access & such as a café or similar community venue. The café is designed to provide social support to enhance emotional wellbeing, support the care relationship Support and minimise social isolation. It provides an opportunity for Access and Support is a new Home and in Cobram with five people, expanding social connection, mutual peer Community Care funded activity that and at one sitting had sixteen people from support and encouragement, shared has been developed by the Victorian nine countries. The participants were all activities and access to information Department of Health, jointly funded by singular migrants, who came by themselves and community resources. DHS, so that the service system can better or with a partner, have no extended family respond to disadvantage as a product of and their experience of ageing has been Since August 2013 clients and their people’s diversity. Our Access & Support to witnessing older people being placed in carers from Yarrawonga, Numurkah Officer has been involved in promoting care, which they fear will be the outcome and more recently Cobram have MHA Care, developing professional if they become involved in services. been attending each fortnight. partnerships with a variety of organisations They are generally suspicious of government Current number of attendee’s Yarrawonga and undertaking extensive outreach work to and service providers, as many, have – 6, Numurkah – 3 (2 currently not identify and then assist eligible clients to use war traumas and these appear to surface attending in winter), Cobram – 8 HACC services, while building capacity. more with age. Their language often The number of participants has As part of this role our Access and Support slips between their native language and been steadily increasing over this Officer has also given presentations to a English and they are embarrassed by time and it was necessary in both multitude of organisations and proactively these cross-over’s in language. The group Yarrawonga and Cobram to change encouraged members of the community is very tolerant of each other and now the cafe meeting venues to adequately to work with her in identifying potential have a connection to community that did accommodate both clients and carers. clients for Access and Support. not exist previously. Many participants have now accessed HACC services. A light luncheon is provided Over a 12 month period the focus was on and all attendees say they really the CALD community (Culturally and The Access and Support officer has since enjoy the company of others. Linguistically Diverse) migrants in the expanded her duties to include other groups Moira Shire. This initially proved difficult identified under the Moira wide diversity Laughing Yoga, Sing-along, Music, as migrants tend to be fiercely independent; plan, who also have barriers to accessing Photo Sharing, Recipes, and stories not actively involved in community and HACC services. These groups include the from childhood years are just some often living very insular lives. Language and people who are indigenous, financially of the many happy times shared. lack of trust of authority and government, disadvantaged, people with dementia and Some Quotes add a sprinkle of different degree’s of war people who live in isolated and remote areas. “I enjoyed the session, relaxed and trauma that has intensified with age became Additionally MHA Care was funded by the friendly. Thank-you for thinking of me.” a major barrier to accessing HACC services. Victorian Department of Health funded “Can I come again? I would not usually go out Using food as a vehicle (strategy), the Alzheimer’s Australia Vic for Memory but I really love coming along to the café.” Access and Support officer established Lane Cafe’s for people with dementia. a self funded migrant lunch group that This program commenced late 2013. “I used to be a very social person would come together each fortnight to when I was younger, so this for me share a meal. This group initially started brings back many happy memories.”

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U Yarrawonga Community M M O C R Opportunity Shop O U Key Highlights Key Achievements With our moving to the new Benalla Road for the premises in July 2013, Staff and Volunteers undertook a massive operation with moving Financial Year stock and equipment from Hovell Street to The end of June 2014 represented the our new site. Our new landlords, Jim and completion of the fourth full year of the Matt Judd had ensured that everything Yarrawonga Community Opportunity was in order for the move. They made sure Shop and the completion of our first year the premises were ready and kept in touch at our new site in Benalla Road. Our with us regularly to make sure all is ok. Shop operates during weekdays and is also Thank you Jim and Matt for your warm open on Saturday mornings. The greater welcome to our new premises and making community has strongly supported this sure everything runs along smoothly. project of MHA Care since its inception We also continue our relationship with in June 2010. It is supported by the our former landlord Mr Bob Scantleton. community in many ways with a large range Bob has made available part of our old of donations received daily and the regular Shop for over-flow storage of goods stream of customers arriving at the shop at very reasonable rental. Thank you daily from opening time to closing time. Bob for your continuing support. There is always a bargain for the shopper.

20 Yarrawonga Community Opportunity Shop

Bruce. Both Lee and Linda have given located on the counter at the Shop. We Key Projects a lot of their time in attending quarterly have listed some of these comments at the The Opportunity Shop recently commenced meetings and putting forward the views end of this report for your information. It is its fifth year of operation. With funding of our volunteers in the running of the very apparent that the whole community is now flowing back into the community, Shop, as well as suggesting where funding behind this important MHA Care project. people can see just how important this can be allocated out in our community. Finally, we send a very BIG thank you to project is in supporting community based Thanks also go to Lynne Manktelow and all our Volunteers who support us in a wide groups across the region. Today more than Tony Evans. Lynne has again co-ordinated variety of roles at the Opportunity Shop. ever, recycling has become a major issue the volunteer team with support from There are so many and varying daily tasks in our community. It is pleasing to see Tony. This year Tony had to reduce his that need to be undertaken. Our Volunteers our shop playing such an important role hours at the Shop. However, he still gives are always willing, ready and able. We are in this initiative. Volunteers are passionate us support two days a week which is greatly proud of our great Team who in turn are about the Shop along with the importance appreciated. With the large array of jobs very proud of ‘‘Our Shop’’. Thank you all. of looking after our environment. needing completion each day, such co- Everyone has fun working together The Opportunity Shop Sub-committee ordination is essential. We have recently and at the same time enjoy has again been very busy this year. The role welcomed Helen Ward onto our staff to supporting OUR Community. of this Sub-committee is to recommend assist with our Volunteers. Helen is already to the MHA Care board suggested areas proving to be a great asset to our Team. for community donations. We would The community feedback continues to be Robin Harwood again like to thank our two Volunteer very strong and positive. This is evident Manager Opportunity Shop representatives Lee Powell and Linda from the comments in our Visitors Book

21 Moira Foodshare there was minimal building and stock Key Highlights loss with main losses being fencing Key Achievements and pasture. Again Moira Foodshare In the later part of 2013 we again enacted its disaster plan in conjunction for the undertook our Christmas Hamper with Moira Shire and had food supplies Program. This Annual event has proved available the next day to residents Financial Year to be very popular throughout our region impacted. Again, as in 2012 and 2013, The 2013 – 2014 Financial Year has as the Christmas period often puts a lot our volunteers worked from the Cobram been another year where demand for of pressure on families and individuals warehouse, initially putting emergency food support has continued to be strong which can have adverse social impact. food packs together before taking them throughout our region. Over 200 000 This program involves a large number out to the Numurkah Relief Centre. equivalent adult meals were distributed of our Volunteers and apart from times throughout the region. For many people, We again as in previous disasters worked of disasters, has been traditionally our social, economic and climatic conditions closely with Moira Shire with support. busiest time of the year. This Program continued to play a sometimes difficult Over 100 Emergency Food Parcels were allows a large number of individuals and role in their lives. It was so important distributed immediately after the fires to families to have some Christmas cheer that Moira Foodshare could be there to the south end of the Shire. While proving with lots of Christmas goodies who would support them through these tough times. again to be a big test for our organisation, normally go without. Christmas Puddings, volunteers can be justly proud of their Christmas Cakes, Jellies, Custards and We again wish to thank Jack Pither and prompt response to this disaster. Lollies are just some of the items that go his team at I.K. Caldwell for the free into the Christmas Hampers each year. use of their large warehouse in Camber As in previous years we have been Court, Cobram. This facility allows us to supported by Woolworths Stores both Prior to Christmas 2013, nearly 700 store food for distribution to our service in Cobram and Yarrawonga. Each Hampers were made up by our Volunteers. providers directly and to our two shop week volunteers visit these stores and Boxes for the Hampers had to be sourced, fronts in Cobram and Yarrawonga. We collect donated food for use in Food then painted and given the Christmas gratefully appreciate their continuing Parcels or through our two Shop spirit with Father Christmas Logos. We partnership in ensuring we can support fronts. We again thank Woolworths were again this year supported by the ‘’our community’’ in times of need. for their continuing support. Barooga Sports Club along with Mulwala Water Ski Club and the Yarrawonga In recent years our community has been We would also like to thank Foodbank Mulwala Golf Club. The support from rocked by several serious natural disasters. Victoria who again ensured we had these three Clubs enabled us to purchase In Autumn 2012 our region was hit by enough backup supplies for distribution. Christmas Puddings, Custards, Jellies and serious flooding which caused serious The Hume Foodshare Alliance which was Sweets. We were also supported by the losses to our rural community. In Autumn established in early 2012 also supported Yarrawonga Mulwala Rotary Club with 2013 our area was again hit, this time us in supplies of food and offers of these hampers with the supply of over with Tornadoes and Storms which caused logistical support soon after the 2014 500 Christmas Cakes. We are again very extensive damage. On both occasions fires. Knowing this support was there was grateful to the support from individuals Moira Foodshare supplied emergency food greatly appreciated by all concerned. and these organisations for their donations. parcels to those needing emergency relief. Without their support these Christmas This year on the 9th and 10th February Hampers would not be possible. the south end of Moira Shire was faced with severe fire conditions that resulted in Photo Courtesy of the the Wunghu Complex Fires. Fortunately Yarrawonga Chronicle

22 Supporter’s Acknowledgment We would like to thank the following organisations and individuals for their support:

Moira Shire on the Murray Berrigan Shire I.K. Caldwell FoodBank Victoria Woolworths Stores – Cobram and Yarrawonga $1,500 donation from Neil Kerr Elite Bakehouse - Yarrawonga First National for Foodshare Barooga Sporties Group Yarrawonga Mulwala Golf Club Resort Mulwala Water Ski Club Rotary Club of Yarrawonga Mulwala RACV Club Resort - Cobram St Vincent De Paul – South West Region NSW. St Vincent De Paul – North Eastern Central Council Vic. St Vincent De Paul – Yarrawonga St Vincent De Paul – Cobram St Vincent De Paul – Kyabram St. Vincent De Paul - Numurkah Cobram Community House Nathalia Community House Cobram Courier Yarrawonga Chronicle Photo courtesy of Cobram Courier Barooga and District Lions Club Foote Waste – Shepparton Visy Packaging Cornish Orchards - Cobram Peter Cullen Produce – Tocumwal Harris Produce – Berrigan Christ the King College - Cobram SPC Ardmona - Shepparton Bega Cheese - Simplot – Echuca Unilever – Tatura Neil Kerr First National Real Estate – Cobram Kelly Bros -

Finally a very BIG thank you also, to all of our ‘’Dedicated Volunteers’’ at the Cobram Warehouse, Cobram Shop and Yarrawonga Shop. Photo Courtesy of the Yarrawonga Chronicle Your support has provided a vital service to people in our region.

This year Frank Wallace has again acted as the Volunteer Co-ordinator at the Cobram Warehouse. Frank’s experience, knowledge and contacts throughout the region have been invaluable in ensuring supplies are available at all times, especially in times of emergency. Thank you Frank for all your support. Our organisation is very grateful for the hours and effort that Frank puts into this role.

In Yarrawonga we would again like to thank Lee Powell who along with support from Bill Bourke has been co-ordinating the Yarrawonga Foodshare Shop. Lee and Bill have ensured that supplies are kept up to date and ready for delivery to Foodshare Partnership between Rotary Club of clients as required as well as covering emergency situations. Yarrawonga/Mulwala and Moira Foodshare 23 Compliments

Compliments received from Customers

30th July 2013 “Great shop – great to see it is helping out the community”. 15th October 2013 “A real emporium – very impressed.” 28th October 2013 “What a great store – bargains for everyone”. 5th September 2013 “A fantastic store! Well organised and very clean. Congratulations”. 7th November 2013 “We haven’t seen anything like this.” 4th December 2013 “I’ve died and gone to heaven.” 24th December 2013 “Great shop and great bargains.” 6th January 2014 “Most amazing shop, great staff and well organised.” 23rd January 2014 “Bought heaps of kids clothes, easy to find and great assistance too.” 6th February 2014 “I love this Opp Shop it is just the best. We visit all the time when in town”. 11th February 2014 “This place is better than Myers. Keep up the good stock!” 20th March 2014 “You never know what you will find here”. 13th April 2014 “Why would you shop anywhere else”. 5th June 2014 “Best range of prices I have ever seen”.

24 THAN K YO U

T H A N K YO U

Compliments received from Clients

Throughout the financial year 27 Client telephoned to say her Community compliments were received from either Care Worker does a fantastic job clients, family members or service and she couldn’t be happier and providers via telephone, in person, wished to thank MHA Care. through letters and cards or via email. Telephone call from Client’s Daughter Here are just a few of the compliments thanking MHA Care for the wonderful MHA Care received during this time... job the Community Care Worker was doing under difficult circumstances. Thank you to my Community Care The daughter advised she was Worker. She does a wonderful job extremely happy that her parents are and I look forward to her visits as she “ cared for by the Care Worker. is pleasant and caring.” (Client) Telephone call received from a I am so grateful for the service provided client thanking Home and Property by MHA Care. It is a wonderful Maintenance for a wonderful organisation and my Community “ job done on the windows. Care Worker has enabled me to become independent with my personal Client contacted MHA Care to say care skills. She is a very understand how much she enjoys the service and empathetic person.” (Client) MHA Care provides and what a “great bunch of girls” the organisation has. Thank you to all the staff and MHA Care for the wonderful attention Thank you card sent to MOW “ paid to my mother’s needs. Our Volunteer Co-ordinator thanking family is also thankful for the pleasant her for her assistance and to advise communications we have had with how much both her and her husband the office.” (Client’s Daughter) enjoyed being MOW volunteers.

Thank you MHA Care for assisting client New clients advised MHA Care’s who was unable to clean his house due to Case Manager that their Community “ an injury. The client acknowledges that Care Worker was doing a great job with MHA Care’s help his life is now and they were very impressed with back on track.” (Community Interlink) the level of care they received.

Letter received from Hargraves Solicitors thanking the organisation for the good work the MHA Care does in assisting older and less fortunate people.

25 Snapshot MHA Care Limited Registered in Victoria: December 1999

Indemnification of Officers Review of Operations MHA Care maintains Directors and Officers Liability MHA Care’s operational funds for the financial year were Insurance for professional indemnity for its members of staff. in the form of funding from the Victorian Department of Health, the Commonwealth Department of Social Services and Moira Shire Council. The expenditures of Principal Activities MHA Care were on the provision of services for the frail, The principal activities of MHA Care during the financial year aged and disabled across the Moira Shire, including on the were the provision of home and community services and aged staffing and operations of its office based in Yarrawonga. care services across the Moira Shire. These services include home help; delivered meals; home and garden maintenance; personal care; respite care and planned activity groups. Significant Change in the State of Affairs Results of Operations The operating surplus for the 2013/2014 of MHA Care financial year was $190,990. There was no significant change in the state of affairs of MHA Care during the year ended 30 June 2014. Taxation MHA Care is a Company Limited by Guarantee endorsed as an income tax exempt charitable entity.

26 Appreciation

This report was presented to you with the compliments of the Chairperson and Board of MHA Care Limited in appreciation of your interest and support.

27 MHA Care Limited Annual Report 2013-2014