YOUR RIGHTS YOUR VOICE LEGAL ADVOCACY EDUCATION
Annual Report 2016-2017 CONTENTS YOUR RIGHTS President’s Report 4 Chief Executive Officer’s Report 6 YOUR VOICE Our 2020 Strategic Plan 8 Progress Report LEGAL Who We Are: Our Board and Staff 10 Who We Are: Our Reception & Intake 11 ADVOCACY OUR LEGAL SERVICES 12 Legal Case Studies 19 EDUCATION OUR ADVOCACY SERVICES 22 Our Advocacy on the The purpose of the Seniors Rights Service is to foster Mid-North Coast 28 communities where older members of society are aware Our Advocacy on the of, actively exercising and defending their individual rights, South Coast 30 in a society that respects and values older people and Advocacy Case Studies 33 promotes and upholds their rights. OUR EDUCATION SERVICES 34 PRINCIPLES Seniors Leadership Training Project 41 In all of its endeavours, the Seniors Rights Service will: OUR COMMUNICATIONS AND MEDIA 42 Some Media Coverage of 46 • empower older people as rights holders and active Our Work 2016 – 2017 contributors to society Promotional Efforts 2016 – 2017 48 • provide high quality and timely service 5th National Elder Abuse Conference 49 • provide access and equity in service to seniors, regardless Our Commitment to Customer 50 of race, colour, national or ethnic origin, gender, marital Satisfaction status, disability, religion, political beliefs, sexual OUR PRIORITY POPULATIONS 52 preference, or other characteristic Our Work with Aboriginal and 54 • support capacity development of staff to ensure they can Torres Strait Islander People deliver high quality service Our Work with Culturally 55 • collaborate with other organisations in pursuit of and Linguistically Diverse People common goals Preventing Elder Abuse in Culturally 55 • work with broader civil society to foster respect for older and Linguistically Diverse Communities members of society and their individual rights. Our Work with the LGBTI community 56 Our Work in Regional, Rural 57 PRIORITY POPULATIONS and Remote Areas The Seniors Rights Service will prioritise engagement with Our Work in Western Sydney 58 older people who are: Our International Work 59 • disadvantaged and vulnerable SENIORS RIGHTS SERVICE 60 INCORPORATED FINANCIAL REPORT • in regional, rural and remote locations YEAR ENDED 30 JUNE 2017 • culturally and linguistically diverse • Aboriginal or Torres Strait Islander
Seniors Rights Service staff and Board gratefully • lesbian, gay, bisexual, transgender or intersex. acknowledge the Gadigal People of the Eora Nation and their Elders past and present. Our workplace is located on the grounds of these people and we thank them for the custodianship of this land. Mid North Coast: Macquarie/Hastings (Birpai), Kempsey (Dhungutti), Greater Taree (Birapai), Coffs Harbour Seniors Rights Service is a proud member of: (Gumbayngirr), Clarence Valley and Tweed (Bundjalung). South Coast: Tharawal (South Coast Northern) and Yuin (South Coast Southern). Prior permission has been granted by each individual photographed for use in this document.
3 2016-2017 PRESIDENT’S REPORT
As the aged care landscape Our work addressing the problem continues to shift and change, of elder abuse continues, and it we are better positioned than ever was pleasing to see Minister Tanya to play a key role in providing advice, Davies recognise elder abuse as education, advocacy and support that an important issue with a forum at the older people in our community the NSW Parliament. We have been can count on. major contributors to a number of recent reviews on the topic, including One of the biggest achievements of the latest Australian Law Reform the year has been the negotiation Commission report. I have been of a new relationship with the Older proud to see Seniors Rights Service Persons Advocacy Network (OPAN), quoted several times in relation to our It has been a particularly productive which has culminated in the creation thoughts about how the law should year for Seniors Rights Service, and of a new national organisation that change to better support older people one that I believe highlights just how will operate under a federation model. and reduce their risk of financial, far we have come in recent years. This new arrangement will facilitate emotional, and other forms of abuse. greater collaboration between the states and territories and bring more Elder abuse will continue to be an consistency to advocacy services issue we work hard at on local, state provided around the country. Seniors and national levels, not only in terms Rights Service – particularly our of prevention but also in supporting CEO, Russell Westacott – has been those who are affected. The National a key driver in these negotiations. Elder Abuse Conference next A representative of Seniors Rights February, hosted by Seniors Rights Service is on the Board of the new Service in Sydney, is another plank entity and I have been appointed as in our advocacy work in preventing the inaugural Chair. elder abuse. I would encourage all to attend as we together seek to Critically for our organisation, the new implement change. arrangement will provide us with a minimum three years’ national aged In relation to governance, this last care advocacy funding, allowing us to period has seen the retirement of expand into an additional three sites in valued Board member Paulo Totaro regional NSW over the next few years. and the arrival of David Puls, who This is a fantastic result, and one that brings with him welcome expertise will allow us to significantly extend our in legal and governance matters. reach and enhance the quality of the Other changes have come about as advocacy service we provide. a result of a decision to create two new committees: one in Finance and We were also very fortunate this year Risk, and the other in Community to secure funding for the provision Engagement and Quality. These of legal services around the issue of committees will essentially act as changes to New South Wales strata working groups to allow deeper law as they relate to older people. consideration of key issues, further Again, I believe this demonstrates extending the reach of Seniors government trust in our organisation Rights Service. and our position as a leader in the provision of advice and action on seniors’ rights.
4 ANNUAL REPORT We are also examining the option of Legal Services changing our company structure, moving from an incorporated provided to older people association to a corporation. With this proposed change, we will continue as a not-for-profit charity focused 8,428 on our primary mission to promote Overall clients and support the rights of older reached in education people. We are exploring this path with the intention of strengthening, modernising and improving our 27,193 governance for the future, as well as increasing opportunities to contribute Advocacy services our expertise on a broader scale… not provided to recipients just state-wide but also on a national and an international level. of Aged Care Working at a grassroots level with older people and their families 3,705 remains our core business, and I would like to acknowledge the continued dedication and excellent results of our expert staff in this endeavour. In particular, I thank our CEO, Russell Westacott, for his leadership and our chief solicitor, Tom Cowen, who has had an especially challenging year. It is the quality of our people and their work, combined with the support of our partners, funders and volunteers, that will see us achieve the outcome we are all striving for: a society that respects and values its elders, and promotes and upholds their rights. Craig Gear President, Seniors Rights Service
5 2016-2017 CHIEF EXECUTIVE OFFICER’S REPORT
Over our organisation’s lifespan, national consistency of service the historical centrepiece of service delivery will improve for all recipients delivery has been the aged care of Commonwealth-funded aged care advocacy program. Seniors Rights services who are in need of advocacy Service has successfully delivered services. Another outcome of this new the Commonwealth Government’s funding arrangement is that Seniors National Aged Care Advocacy Rights Service is now in a position Program (NACAP) to recipients of to open three new regional offices aged care services in NSW for more around NSW. This will substantially than a quarter of a century. However, improve our state-wide reach and during the 2016/17 financial year, allow us to provide face-to-face the Commonwealth Department of support for people seeking advocacy The last 12 months has been a Health and Ageing decided to test services in these locations. remarkable time in the history of this Commonwealth funding in a Seniors Rights Service. During the In the current financial year, we will competitive marketplace, calling for year, we were not only able to lock be adding to our existing presence on nationwide expressions of interest in funding for important existing the NSW Mid-North and South coasts, from parties wanting to execute the programs but also managed to both popular retirement destinations, program post 30 June. secure new funding for additional as well as establishing a new presence programs, and begin work on a I am pleased to report that the in the Central West where we will number of key strategic projects outcome of this process proved to be gain better access to Aboriginal that will provide significant new very positive for Seniors Rights Service. communities across the state’s west. opportunities into the future. We have been extremely active over Early in 2018, we will begin planning the past few years in working closely for our advocacy representatives to with counterpart aged care advocacy set up in the Northern Rivers area – provider organisations in each state home to Australia’s largest regionally- and territory and, in February 2017, based older lesbian, gay, bisexual, these nine different organisations transgender and intersex (LGBTI) formed a single legal entity under the population, and the Riverina – home name of the Older Persons Advocacy to Australia’s most elderly regionally Network (OPAN). It was this entity located culturally and linguistically that successfully bid for the new diverse (CALD) populations. Once all Commonwealth funded aged care these regional offices are operational, advocacy program to be delivered we will have a physical strategic from July 2017 for the next three-year presence across the state. This period. As the NSW service delivery approach aligns perfectly with our organisation of OPAN, Seniors Rights 2020 Strategic Plan to maximise Service will continue to deliver aged our reach and service delivery to care advocacy services and rights- identified priority populations. based education to care recipients and Our organisation’s legal services also their families across NSW. expanded this year. Seniors Rights We are delighted to now be working Service successfully negotiated a in a formal arrangement with other new funding contract with the NSW OPAN member organisations across Commission of Fair Trading, which has Australia. With service delivery seen us set up a new service designed organisations in each state and to provide legal advice and rights- territory becoming better connected, based education to older people living
6 ANNUAL REPORT The Board of Seniors in strata arrangements. Recent changes people, their family and friends. Our Rights Service looks to development laws in NSW, which staff are constantly travelling the forward to growing our allow for the sale of a strata property state to provide activities and events, if 75% of its residents agree to sell to a and collaborate with local networks community engagement developer, can leave older residents with strong grassroots community and ensuring the rights who do not want to sell in a precarious connections. It is impressive that, of all older people situation regarding their home and over the course of this reporting are upheld future accommodation options. We are period, more than 27,000 people now providing advice to older residents have attended events at which we who find themselves in such a situation. have had a presence. And this figure is set to rise, with new funding from Seniors Rights Service has also played NSW Department of Family and and offering vital strategic direction. an active role in the community legal Community Services to help us hold It is extremely important that this sector’s response to proposed cuts to some key events in 2018 and beyond. high-level governance runs smoothly. Commonwealth funding. We strongly It is this direction-setting, alongside argued the case that such cuts would To complement and enhance all of the thoughtful engagement, that allows be detrimental to some of the most organisation’s work, Seniors Rights the organisation’s executive and vulnerable and marginalised people Service established a new position management to mobilise staff and across the country – including older this year: that of Communications and volunteers to achieve the strong people who may be in need of legal Media Manager. In just six months, this results showcased in this Annual services – and worked hard to find new role has led to some important Report. efficiencies within our service to limit gains in terms of extending our reach, Before closing, I would like to make the impact of the proposed 30% cut. promoting our new brand, ensuring special mention of our volunteers. We Fortunately, on the eve of the 2017 a greater media presence, and have a growing base of very capable Federal budget, the government developing new relationships with key volunteers who assist our staff announced the cuts would not go stakeholders and strategic partners. across the organisation, providing ahead. In fact, our Service gained an A portion of the new funding from administrative support, high level additional amount of funding for the NSW Family and Community Services project support and guidance, legal new three-year cycle beginning in I mentioned above will ensure this support and legal service delivery. July 2017. As a result, we are now in new role can continue to promote This volunteer base helps our a stronger fiscal position to provide our brand and services to priority organisation perform better and more improved legal services to older people populations. efficiently, as well as achieve more in across the state. It is exciting to see this new dimension terms of service reach. I offer heartfelt Our community education service of the organisation grow and take thanks to every volunteer who has continues to grow and is reaching shape. The work in this area is given their time to ensure Seniors more marginalised and ‘hard to reach’ providing much-needed support Rights Service is a strong and trusted communities than ever before. Our across the whole organisation, organisation delivering vital services organisation is in a unique position ensuring that our solicitors and across NSW. advocates can focus on service whereby all of our core funders, both It has been a pleasure working Commonwealth and State, expect us delivery, while our communications efforts work alongside our education alongside our Board, staff, volunteers, to provide rights-based education to and community services to raise and external colleagues across the older people across NSW. This includes awareness and bring people to our legal and aged care sectors. I very education of residents of aged care growing service base. much look forward to the year ahead. facilities and retirement villages, and those who receive aged care During the year, the Board has Russell Westacott services at home, as well as broader continued to play a strong role in Chief Executive Officer, community engagement with older supporting Seniors Rights Service Seniors Rights Service
7 2016-2017 OUR 2020 STRATEGIC PLAN PROGRESS REPORT
GOAL 1: FOSTER RESPECT FOR is becoming more tailored for each SENIORS AND community we engage with. Our THEIR RIGHTS priority populations in particular now The first goal of four in our 2020 play a more active role in determining Plan is to foster respect for seniors what the nature of our interaction and their rights. We have made needs to be. Our education activities substantial progress towards this have been transformed into more goal to date, primarily through interactive community forums where building strategic alliances. community members have input into the content of events and the design The major items that have been and development of new approaches. achieved and are now part of our In late 2015, Seniors Rights Service daily business include stronger Early in the 2017/18 year a new developed its 2020 Strategic Plan, partnerships with organisations Policy and Quality Improvement which provides vision and a clear across NSW and Australia. This Coordinator will commence at Seniors outline of how our organisation will key operational plank underpins Rights Service to ensure ongoing operate in the years ahead. The Plan multiple new areas of work and new quality improvement is integrated coincided with our organisation’s achievements. Stronger relationships across all services. name change from The Aged-care with local culturally and linguistically GOAL 3: EXTEND OUR Rights Service to Seniors Rights diverse (CALD) community networks ORGANISATION’S REACH Service. Along with renewing our in Western Sydney as well as active A priority for this year has been to brand, we took the opportunity to participation with national leaders in extend our organisation’s reach re-examine our purpose, strategic the community legal and aged care through technology, marketing and principles and priority populations. sectors mean that we have greater promotion. The organisation now The process of re-positioning our reach and prominence. We continue has a Communications and Media organisation with a vision to 2020 to explore and expand opportunities Manager and is growing a significant was consultative and garnered to collaborate with significant figures body of work through this position. thinking and viewpoints from more and organisations within the space of By utilising various media platforms than 70 stakeholders – board, staff, delivering rights to older Australians. the organisation’s brand and key volunteers, community, partners, In doing so we ensure that Seniors messages are being promoted to older funders and various leaders across Rights Service is able to reach more people across NSW but also to those the community legal and aged people and exert greater influence who work in both the aged care and care sectors. in protecting the rights of some of legal sectors. Our organisation’s annual work plans Australia’s most vulnerable people. Increasingly the organisation is have reflected key elements of the GOAL 2: PROVIDE BEST 2020 Plan since January 2016. Today QUALITY SERVICE called upon by media to comment – 18 months into the five-year period on key issues that impact on the Our aim is to provide an integrated and covered – we can confidently report lives and rights of older Australians. holistic service that is firmly focused that more than 30% of the plan has Also, engagement with marginalised on meeting the needs of our clients. already been executed, with planning grassroot communities is growing Over the past 18 months, we have underway for another 30% of the significantly. We continue to cultivate set about improving our service by vision set out in the document. greater community partnership. It is shifting the focus of the delivery of through these mechanisms we are some of our education sessions. A key responding to diverse consumer aspect of our community reach and need and ensuring our services are engagement is via over 840 events well targeted. this year, attracting more than 27,000 people. Increasingly this body of work
8 ANNUAL REPORT GOAL 4: SECURE FINANCIAL SUSTAINABILITY FOR SERVICE GROWTH We have made strong progress in securing financial sustainability for our organisation this past fiscal year. Not only have we successfully sourced additional funding for our services, we have also significantly expanded the use of pro bono work by law firms and obtained the input of various other volunteers. One of the most significant areas of funding security for the organisation was being active in the creation of the Older Persons Advocacy Network (OPAN) whereby this entity successfully secured the new funding round for the National Aged Care Advocacy Program (NACAP). Seniors Rights Service is the NSW service delivery organisation for OPAN and therefore our organisation has financial security to execute aged care advocacy into the coming years. WHERE TO FROM HERE? The board and staff will now review the Strategic Plan and the successes to date to identify areas of improvement, and new and emerging issues that are on the organisation’s horizon. The review will ensure Seniors Rights Service keeps moving in the direction that adheres to our purpose and that we continue to promote and uphold the rights of older people.
9 2016-2017 WHO WE ARE
Russell Westacott, Advocacy Education Chief Executive Officer Pat Joyce, Manager Advocacy Diana Bernard, Manager Education and Community Services Legal Margaret Crothers, Advocate/Education Officer Tom Cowen, Communications Manager Legal Service, Intake Officer Janette Fitzgerald, Jane Polkinghorne, Manager Principal Solicitor Ray Horsburgh, Communications and Media Kim Boettcher, Solicitor Advocate/Education Officer Administration Melissa Chaperlin, Solicitor Jill McDonnell, Advocate/Education Officer Sue Rogers-Harrison, Robert Lollbach, Solicitor Receptionist/Administrative Support Nalika Padmasena, Solicitor Jenny Samuels, Advocate/Education Officer Stella She, Financial Controller Margaret Small, Solicitor Charlotte Steer, Solicitor Tim Tunbridge, Solicitor
10 ANNUAL REPORT In the last financial year, OUR RECEPTION Our Intake staff manage initial Seniors Rights Service AND INTAKE discussions with new clients, to help distributed over 61,000 determine the legal or advocacy The Reception and Intake team is brochures providing generally the first point of contact services they may require. Clients are then referred to the appropriate information on older when people need our help. On an people’s rights and the average day, the team handles at Seniors Rights Service advocate or least 80 calls, ranging from requests legal staff member. Many calls are services available for legal or advocacy assistance and complex, and clients at times feel to them enquiries about our community distressed or overwhelmed by the forums or published information issues they face. Our Reception and resources to questions about who to Intake team work hard to handle each Reception also provides office and contact for specific assistance. The call with empathy and tact. administrative support for the entire team also manages incoming postal, When a caller requires a service we Seniors Rights Service team. This web and email enquiries, as well as do not provide, the Reception and involves supporting our regional staff greeting visitors to our office. In the Intake team call on their extensive on the Mid-North Coast and South past year, Reception and Intake has knowledge of the various resources Coast of NSW, as well as assisting also become the initial contact point available for older people in NSW and those of our staff who are travelling for enquiries referred from the newly- Australia. Every effort is made to refer throughout NSW. The team are the established national Older Persons the caller to an external service that heart of our organisation. Advocacy Network (OPAN). can meet their needs.
Volunteer Board as at June 30, 2017 Legal, Advocacy and We gratefully acknowledge and Administrative Volunteers thank the following funders Craig Gear, Board President, MBA, BN, MN (Critical Care), CGA Consulting Christine Ai, Sandra Clark, Max Dalton, Without the support of these funding Tony Do, Rosalie Gibson, Millie Ituwabu, bodies Seniors Rights Service would Barbara Anderson, BA, MA Kate Kennedy, Carol (Bo Bae) Lee, not be able to achieve its goals. Margaret Duckett, Carolina Mazza, Sharni Nichols, Shirley Commonwealth Department BSc, MSc (Med), MScSoc, UNSW FAIDC Robinson, Anna Scheible, Jenny of Health Elaine Leong, BA LLB, BA Comms Templeman, Jessica Vines, Dinusha Legal Aid (NSW) (Hon), Grad Dip Legal Prac, GAICD Wijesuriya. NSW Fair Trading Amanda Terranova, PMP, AIMM We also thank the law firms Baker McKenzie, Henry Davis York, Holding Family & Community Patti Warn, BA (Uni of TAS) Redlich and Wotton Kearney for their Services (NSW) We gratefully acknowledge the generosity in providing pro bono support Commonwealth Attorney service of Paolo Totaro and Jacqueline to our organisation. These pro bono General’s Department Townsend, who both retired from the partnerships provide enormous benefits Board during the 2016-2017 FY. to our clients. We are very grateful for the contributions of every staff member We also welcome new Board member involved, and particularly thank the Pro who joined the Board in David Puls, Bono Coordinators for their assistance in August 2017. organising each program.
11 2016-2017 OUR LEGAL SERVICES YOUR RIGHTS YOUR VOICE
12 ANNUAL REPORT 13 2016-2017 OUR LEGAL SERVICES
This year the legal division of Seniors The legal services provided by Seniors IMPROVING LAWS THAT Rights Service has experienced Rights Service over the past year have AFFECT OLDER PEOPLE impressive expansion and change. been in consistently high demand. Seniors Rights Service is unique in We have expanded our pro-bono Despite the pressures placed on offering both legal services for older legal advice clinic, now supported our relatively small team, we have people and aged care advocacy by four major NSW private practices, succeeded in maintaining an excellent services all under one roof. As the and we have added a new service: standard, and it is a source of great only organisation in NSW offering the Strata Collective Sales and satisfaction to know that we have this comprehensive service, we are Advocacy Service, employing two been able to provide reliable help to in an ideal position to provide input new solicitors. many older Australians in need. on reviews and enquiries into issues DURING THE 2016-2017 that affect older people in this state. FINANCIAL YEAR, As such, we have been involved in LEGAL SERVICES: a number of activities during the • provided 2840 callers with direct last financial year that have led to legal assistance and advice significant legal and regulatory changes. • undertook 75 community legal education projects • We were a key player in the Australian Law Reform Commission • opened 30 new legal cases involving (ALRC) Inquiry and subsequent court or tribunal work (see the case report on elder abuse, released in studies that follow this report) June 2017. Seniors Rights Service • escalated 139 advices to legal minor contributed to a joint national assistances where further work such submission by the Older Persons as writing letters, contacting other Legal Service Network (OPLSN), parties or attending meetings was and a submission prepared in required collaboration with the University of • offered legal education sessions Newcastle, as well as completing our attended by 2419 people (also noted own submission. We also reviewed in the education report) the final ALRC report, including • facilitated community forums providing comments on the around planning ahead issues recommendations arising from attended by 3169 people (also noted the Inquiry. in the education report).
14 ANNUAL REPORT • We played an active role in the Strata Collective Sales and Advocacy Service Legal Activity Nov 16-Jun 17 review of NSW Retirement Village regulations. As a result of the increasing number of instances of operators acting unfairly towards residents – several of which have Legal Advice been reported recently in the media – Legal Case consideration is now being given to a Legal Minor Assistance review of the Retirement Villages Act. Legal Inquiry: • We collaborated with the Tenants Referral/ Information Union NSW to campaign to make rents fairer (the Fair Rent Collaboration) for older people, participating in the review of the NSW Residential Tenancies Act.
• We attended a public consultation to Legal Service Work Type 2016-2017 inform a review of the Guardianship Act. This involved examining different supported decision-making models, and consulting in relation to amendments that should be made Education Legal – 38 to the laws regulating medical and Legal Advice – 1,573 dental decisions for people lacking Legal Inquiry/Referral/ capacity. Information – 1,004 • We made an important contribution Legal Minor Assistance – 183 to the National Ageing and Aged Legal Case – 34 Care Strategy regarding older Law Reform Project – 8 people in lesbian, gay, bisexual, transgender and intersex (LGBTI) and culturally and linguistically diverse (CALD) populations. Outcomes of Legal Issues 2016-2017
Caller asked/agreed to provide further information before further advice – 10% Caller did not provide required documents - no further advice – 5% Final outcome unknown – 20%
Matter upgraded to Legal Matter Assistance – 5% Satisfied – 60%
15 2016-2017 Top 15 Issues Raised by Clients – General Legal Service OTHER HIGHLIGHTS OF THE YEAR Domestic Violence Crime As well as playing a key role in legal Granny Flat reform, outlined above, our Legal NSW Trustee Services team were involved in a Strata Title number of other important projects Guardianship during the financial year. Family Law • In November, we started a new Elder Abuse Financial service specifically for older people Neighbour Dispute in strata living arrangements: the Credit and Debts Strata Collective Sales and Advocacy Financial Arrangement Service. This came about as a result Consumer Law of changes to development laws, Power of Attorney which allow the sale of any strata Guardianship Tribunal complex where 75% or more of the Wills and Estate owners decide they want to sell. In response, the Office of Fair Trading Top 15 Issues Raised by Clients – Retirement Villages funded Seniors Rights Service to Refurbishment provide legal advice to older people Variation to Services & Facilities who are negatively impacted by the Disclosure Representation new arrangements. Since its launch, Tenure more than 20 people have used the Repairs & Maintenance new service. Residents' Rights • Our partnerships with four Exploring Options commercial law firms – Henry Davis Reasonable Peace & Comfort York, Holding Redlich, Wotton Budget Strata Kearney, and Baker McKenzie – have Fees & Charges proven very valuable. Solicitors Services & Facilities from these firms worked with us to Refund/Resale develop their knowledge of legal Management issues faced by older people while Agreement Contract helping us deal with enquiries from
16 ANNUAL REPORT the public. Their pro bono services Australia, this important policy seminar on elder abuse to an Arabic also aided our contribution to the document looks at the need to define multi-cultural aged care forum, and Australian Law Reform Commission the supported decision makers’ role gave talks on ‘planning ahead’ to Inquiry and recommendations. and to provide appropriate training seniors in the Greek, Chinese and Henry Davis York has been for staff in this area. Italian communities. particularly generous in offering • We continued to participate in the We have also continued to grow pro bono assistance to the board National Network of Older Persons our engagement with Aboriginal and senior management of Seniors Legal Service, which aims to develop and Torres Strait Islander (A&TSI) Rights Service. nationwide consistent responses to populations. Our involvement with • The Bar Association of NSW also the generic problems faced by older several relevant networks – including provided us with invaluable pro people in Australia, and contributed the Rural Regional Remote (RRR) bono assistance in running Supreme to the Global Alliance for the network, Aboriginal Legal Access Court matters, providing counsel Rights of Older People (GAROP) Program, and A&TSI Rights Working advice and appearance on behalf of report which advocates for an Group – has been key to our Service our clients free of charge. international convention for the reaching some of the vulnerable rights of older people. and marginalised older people in • We continued the Community Legal NSW. This year we visited A&TSI Centre Accreditation process, which OUR ROLE IN communities in several regional areas this year included familiarising COMMUNITY EDUCATION of the state, including those living in ourselves with the new Cultural Our Service provided more than and around Young, Walgett, Moree, Safety Handbook, designed to raise 400 community legal educational Yass, Liverpool and Dubbo where awareness of relevant cultural issues activities during the year, presenting we ran educational sessions and when working with Aboriginal clients. to a range of audiences including distributed educational materials. • We continued our strong residents and staff of retirement Tom Cowen engagement with NSW villages, the NSW Police, local Manager Legal Services multicultural communities. Councils, and hospitals. Nalika Padmasena • We have been an active contributor We continued to develop and Acting Principal Solicitor to the Supported Decision Making deliver specialised education Working Group, which is developing aimed at addressing the concerns a national policy framework on of other disadvantaged groups, supported decision-making for aged including culturally and linguistically care providers. Part of a research diverse (CALD) older people. Among project at the University of Western many other events, we presented a We provided 8,428 Legal services to older people in the past 12 months 2,840 callers provided with legal assistance & advice 2,419 attendees at legal education 3,169 attendees at community legal forums
17 2016-2017 18 ANNUAL REPORT LEGAL CASE STUDIES
LEGAL CASE STUDY 1 LEGAL CASE STUDY 3 LEGAL CASE STUDY 5 A home care service provider We were contacted in relation to a A grandmother had a very close contacted us about a retirement retirement village issue where the relationship with her paternal village resident who was facing operator had negotiated with a group granddaughter, who had come to homelessness due to the operator of residents individually to arrange live with her after separating from filing an application before the for them to move to another aged her husband. The granddaughter Tribunal to terminate the resident’s care facility. About 12 residents who took her own life, as well as that of contract. The application was made on were on assisted care residence her child, in tragic circumstances. The the basis that the client had breached contracts were told that the assisted granddaughter had a superannuation village rules by continuously smoking care section was creating a financial fund death benefit valued at about in his unit, and that his behaviour was burden for the organisation, and $220,000, which her mother claimed considered a risk to himself, other plans were underway to redevelop in full. We acted for the grandmother residents and staff. the village to provide more self-care in preparing statutory declarations accommodation. The operator was and in making a submission to the We were contacted one week before planning to submit a development Trustee of the fund, who amended its the Tribunal conciliation hearing. We application to the local Council. Until decision so that the death benefit was advised the client of his rights and that point, the operator had failed awarded to our client and the mother obligations under the contract and to take any steps to notify residents in equal shares. the Act, and represented him at the of his intentions or to seek approval Conciliation hearing. We negotiated from the residents for the variation of LEGAL CASE STUDY 6 with the operator to withdraw the various services and facilities. matter and entered a consent order An older man who was confined to a for the resident to continue living in We attended a meeting with the wheelchair was living on Centrelink the unit on the condition that he operator and the residents, and benefits, and wanted to sell his only does not smoke in the room and advocated on behalf of the residents. asset: a vacant block of land in western seeks assistance from his doctor to The residents are now aware of their Sydney. His son, who owned a one quit smoking. rights and available options. Our per cent share of the land, lodged Service continues to support this a caveat over the title to the land, LEGAL CASE STUDY 5 LEGAL CASE STUDY 2 group in protecting their rights under claiming an interest following an We were contacted by a Mandarin- the contractual arrangement. alleged repayment of a mortgage. A caller rang our Service because speaking older woman with three Our client denied that his son had ever she was worried about the price she daughters and one son. She had LEGAL CASE STUDY 4 repaid the mortgage. We acted for the was being offered for her home of appointed one of her daughters as client in lodging and serving a lapsing 30 years. The suggested valuation A client’s husband passed away Power of Attorney. The daughter had notice on the son, and the caveat was under the collective re-development suddenly while living in residential not assisted her mother when she removed. We then gave further advice proposal was not enough to allow aged care. The client was unsure of was recently admitted to hospital, to our client regarding a Supreme her to find somewhere equivalent to the cause of death and wanted to and the client had revoked the Court action under section 66G of the live. We advised her that the Minutes see the aged care plan and medical Power of Attorney. The daughter Conveyancing Act for a sale of the land. of the last meeting of the Owners’ records of her husband from two lodged an application for a financial Corporation showed approval for the weeks prior to his death. The aged management order over her mother. costs of independent legal advice and care home refused to release the The mother showed some knowledge independent valuation to be met by records. We gained access to the of financial affairs with the assistance the developers. We referred the caller records under privacy legislation of an interpreter. We advised her on to several private lawyers specialising and access to information legislation. the law and helped her prepare for a in this area of practice, and she was The client was provided with the NSW Civil and Administrative Tribunal able to choose a lawyer to protect documents and on reviewing these, (NCAT) hearing. her interests. decided there was no need to take further action.
19 2016-2017 20 ANNUAL REPORT LEGAL CASE STUDY 7 LEGAL CASE STUDY 9 LEGAL CASE STUDY 10 A caller with Power of Attorney for Our client, a 76-year-old woman who An aged care resident under the her brother, who lives in aged care does not speak or read English, came management of the NSW Trustee in regional NSW, rang us to advise to Australia in 2014 sponsored by her and Public Guardian was upset with that an aged care nurse had stolen daughters under an aged parent visa. the NSW Trustee for not reporting on thousands of dollars in cash using In May 2015, one of the daughters the sale of her property. The client his ATM card. The nurse had been took her mother to the bank and had not been receiving financial charged with theft and a court order arranged for her to withdraw the statements from the NSW Trustee and made for the amount stolen to be entire balance of her bank account: Public Guardian. The client was also repaid. However, the nurse had the sum of $227,000. The money was upset with one of her daughters, who relocated interstate and declined to taken by the daughter who claimed had contacted the Public Guardian pay the debt. The caller was advised that the money was a “wedding gift”. seeking to restrict her mother’s social of the time limit of 12 years to enforce The mother was later evicted from the activities, and whose visits the mother the debt by examination summons daughter’s home and started living at found very stressful. or garnishee of wages, and to obtain a local hospital. The client claimed she had capacity a solicitor to assist with Court action. In September 2015, NCAT to make her own guardianship The nurse is still working in aged care. Guardianship Division appointed decisions, and said she wanted a long- We advised the caller to report the the NSW Trustee as the manager term family friend to be her private nurse to the Aged Care Complaints of our client’s financial affairs, manager under the supervision of the Commission. with a view to action being taken NSW Trustee and Public Guardian. We to recover the monies which had helped the client obtain information LEGAL CASE STUDY 8 been misappropriated. However, about her financial affairs from the We were contacted by a Mandarin- the NSW Trustee failed to take any NSW Trustee, and to write to the speaking older woman with three significant action. In December 2016, Public Guardian seeking the right to daughters and one son. She had we made an application to NCAT access her friends outside the aged appointed one of her daughters as Administrative Division who directed care facility. We also helped the client Power of Attorney. The daughter had that the NSW Trustee reconsider its complete an application to review not assisted her mother when she lack of action. The NCAT application the financial management order and was recently admitted to hospital, was resolved after the NSW Trustee guardianship order, so she could and the client had revoked the and Public Guardian engaged the apply to have her friend appointed as Power of Attorney. The daughter services of a private law firm to advise private manager and guardian. lodged an application for a financial and take action. management order over her mother. The mother showed some knowledge of financial affairs with the assistance of an interpreter. We advised her on the law and helped her prepare for a NSW Civil and Administrative Tribunal A RECENT CLIENT QUOTE (NCAT) hearing. “It was really beneficial to learn of the legal issues and differences between types of documents. The lawyer made it clear and understandable. Most helpful! Thank you.”
21 2016-2017 OUR ADVOCACY SERVICES YOUR RIGHTS YOUR VOICE
22 ANNUAL REPORT 23 2016-2017 OUR ADVOCACY SERVICES
The role of aged care advocates IMPROVING OUTCOMES FOR culturally and linguistically diverse is changing. There is a widening OLDER PEOPLE (CALD), and lesbian, gay, bisexual, gap between the needs of older Our Advocacy service assists with a transgender and intersex (LGBTI) people for services that allow them wide range of issues affecting older communities, as well as those who to stay living at home, and putting people. The most common of these are homeless, live in rural and remote those services in place for them. are to do with accessing home care, areas, or have previously experienced We hear from many older people contracts and care agreements, institutionalised care. that they have been waiting many explaining basic fee structures This year, our advocates have spoken months for a high-level home care (including exit fees and unlawful fees), to many people about their rights as package. Without it to support them personal care and quality of care, consumers to be able to access or they cannot cope, with or without Consumer Directed Care and choices, improve the care and services they a carer, and have needed to enter respite, and transport for medical, are receiving. residential aged care prematurely. social and cultural needs. A growing number of older people Highlights of the year We value the many networks, do not have families or friends to We visited 219 aged care homes and collaboratives and partners we work help them navigate the system, and spoke to residents and their families with to raise issues about aged care, advocates are needing to meet more about rights and responsibilities older clients face-to-face to assist and who help inform the government with accessing the My Aged Care and the community to improve Presented at dozens of metropolitan gateway to find out what services are outcomes for older people. Many of and regional forums across NSW, available to them. these networks focus on vulnerable made possible by our advocates older people from Aboriginal and based on the Mid North Coast and Torres Strait Islander (A&TSI), South Coast
24 ANNUAL REPORT We provided
OUR ADVOCACY WORK - QUICK FACTS
3,705 Advocacy Total 1656 Advocacy services to Self-advocacy 582 recipients of Aged Care Assisted advocacy 108 Representation and face to face 80 in the past 12 months General advocacy 886 Enquiries Total 1034 Education Total 664 Sessions for residents and families 219 Sessions to residential staff 145 Spoke to aged care staff in 165 aged Home Care recipients 46 care homes and nurses’ forums, Home Care staff 45 and presented at the Better Practice Home Support recipients 39 Home Support staff 24 Conference in Sydney. Community 146 Assisting older people or their families Advocacy for Aboriginal/Torres Strait Islander 5 to contact an advocate early-on in the special needs CALD 126 groups complaints process can be so helpful in LGBTI 1 resolving issues promptly. Yet, many staff Information 994 resources posted and managers say they have not heard Who made contact Residential care 94 of us or do not understand the role of Home Care/Consumer Directed Care 8 independent advocacy. There is clearly Home Support Program 10 more work to be done in spreading the Allied Health worker 43 word about the services we provide. Industry staff 13 Quality Agency 19 Education community 45 Elder Abuse Helpline and Resource Unit 29 My Aged Care 210 Geographical area Advocacy all contacts Metro 986 Regional/Rural 511 Remote 11 Issues Abuse 148 Assessment & access to services 260 Alternative decision-making 76 Decision making 63 Care planning 94 Complaints 47 Contracts 59 Financial 408 Duty of care 147 Management and staffing 48 Medications 25 Mobility 18 Tenure 35 Quality of care 165 Referrals to Aged Referrals to 156 Care Complaints Referred by 24 Commissioner
25 2016-2017 26 ANNUAL REPORT SUPPORTING OLDER PEOPLE Advocates can listen to the WE ARE HERE TO HELP TO VOICE THEIR CONCERNS residents’ concerns and help them Enhancing the work of our advocates, understand their rights, choices and Older people deserve to have support our solicitor colleagues have been responsibilities. to voice their concerns and wishes. extremely helpful this year in This year we contributed to a number HELPING PREVENT providing advice to older people of policy discussions with aged care ELDER ABUSE and their representatives, as well forums and with the government. If everyone is aware of the signs as providing legal information Our advocates worked with the Aged of intentional or unintentional to professionals and community Care Complaints Commissioner abuse or neglect in aged care, it can workers concerned about older, to elevate complaints and support be prevented. vulnerable individuals. These internal staff to inform residents of sanctions referrals have meant we provide a imposed on facilities that are not Last year we presented a joint session comprehensive service to all our meeting the required standards. We for Benchmark legal webinars, clients. We can always find a service to also worked with the Quality Agency providing information about both assist our callers in some way. to ensure all aged care clients receive the legal and non-legal aspects of Pat Joyce appropriate quality care, and met with elder abuse. We also contributed to Manager Advocacy the government to discuss issues discussions and research that we hope and trends in both community and will help older people to have their residential care settings. wishes heard, and inform and assist care providers – often the people who Our message to aged care providers is know the older person best – through to encourage care recipients and their our participation in a ‘supported representatives to raise small issues decision-making’ interest group with early. Older people, especially those in professionals and academics from aged care homes, are often frightened Albany Rural Campus, University of to speak up for themselves. Each year, Western Australia. some providers decline to have us enter their facilities and perform our For the next six months, we will be role in advising residents and their supervising two Master of Social families, and staff, about residents’ Work students from Western Sydney rights and the internal and external University. We hope this experience complaints process. will benefit both the students and our organisation, and we look forward to We would like to see advocacy exploring how best to use their skills education by Commonwealth- to support our clients. Advocates are funded advocacy services become Greatest aware that there is a gap in services mandatory for all staff. Hopefully this advocacy issues and that there is a need for case- will be possible and easy to achieve management and case coordination now that all states and territories 1. Financial issues of individuals, which currently we are under the umbrella of the Older 2. Assessment & access are not funded to provide. As well as Persons Advocacy Network (OPAN). feeding back this shortfall in support to services If all aged care workers are educated for older people, Seniors Rights 3. Quality of care about their role in assisting in the Service is exploring how social work 4. Abuse advocacy process, they will be able to professionals might help address 5. Duty of care assist unhappy residents to speak to these issues. management or contact an advocate.
27 2016-2017 OUR ADVOCACY ON THE MID-NORTH COAST
The Mid North Coast region of NSW Seniors Rights Service is becoming concern in the region. Our Service is covers a distance of about 400 well-recognised in this region as actively involved in the community’s kilometres, from Seal Rocks in the a provider of legal and advocacy efforts to address this issue through south to Woolgoolga in the north. This services for older people, and we our representation on the Port region is a very popular destination try to maintain as high a profile Macquarie Dementia-Friendly for retirees looking for a ‘sea change’ as possible through attendance Steering Committee. While we or a ‘tree change’, particularly those at local events and activities, and advocate for the rights of all older moving north from Sydney. In a region participation in relevant groups and people, we must be particularly with a high proportion of residents networks. This year we travelled far vigilant about financial and other aged over 60, there are a high number and wide to present more than 60 exploitation of people with dementia, of aged care homes, as well as more educational sessions to residents who represent such a vulnerable than two dozen different organisations and staff of aged care facilities, as population. that provide in-home aged care. well as community groups, local Jill McDonnell professionals, and senior citizen and Mid-North Coast Area Regional carer organisations. Advocate/Educator A major issue on the North coast, as elsewhere, is the growing incidence Dorrigo Coffs Harbour of dementia. This is causing much Nambucca Heads
South West Rocks
Port Macquarie Wingham Taree Forster Tuncurry Buladelah
28 ANNUAL REPORT JILL MCDONNELL AND NALIKA PADMASENA AND OTHER ATTENDEES WITH RAYLENE BALLENGARRY, ABORIGINAL ELDER AND MID NORTH COAST CORRECTIONAL CENTRE HIGHLIGHTS OF THE YEAR
‘Time for Tea’, two morning teas we ran Attending two dementia-related in association with the Hastings Elder community events in Port Abuse Prevention Network in the towns Macquarie: the opening of NSW’s of Wauchope and Laurieton on Elder first ‘dementia sensory garden’ Abuse Awareness Day. We worked with at the Alzheimer’s Australia NSW a number of community groups and mid-north coast premises, and individuals in these communities to the opening of St George Bank’s plan, promote, and present the events, ‘dementia-friendly branch’ – also which were open to all who were a first for NSW. interested in finding out more about seniors’ safety, rights and services. Participating in an Elder Abuse Awareness Day Forum in Port Macquarie, run by the Older Women’s Network, where we spoke about 523 Seniors Rights Service, different kinds advocacy services provided TIME FOR TEA of elder abuse, and how to prevent it. 73 education sessions delivered
TIME FOR TEA
29 ATTENDEES AT CLCNSW RRR ROADSHOW AT PORT MACQUARIE 2016-2017 WITH FIONA MCLEOD, PRESIDENT LAW COUNCIL AUSTRALIA OUR ADVOCACY ON THE SOUTH COAST
Dorrigo Coffs Harbour Nambucca Heads
South West Rocks Seniors Rights Service exists for all The South coast of NSW is extensive This year we continued to build our Port Macquarie older people in NSW, and our aim is toWingham – covering from Kiama in the north, profile and extend our reach in the reach as many of our target audience to TareeEden in the south – and is a South coast region. An increasing as possible in different geographical challengingForster Tuncurry area to service. This number of local aged care and areas of the state. region has one of the fastest growing community services are referring ageing populations in the state, with older people to Seniors Rights some localities having particularly Service for face to face advocacy, high populations of people aged over and it is pleasing to see a growing 60 years. Many people move out of number of people taking advantage Wollongong Kiama cities to regional areas seeking more of and benefiting from the service Nowra affordable housing and a lower cost we provide. Education is another Jervis Bay of living, and there are a number of very important service we offer in Ulladulla low socio-economic areas along the the region, and this year we were Batemans Bay Moruya coast. The region is also home to a able to deliver almost 200 education Narooma number of large Aboriginal and Torres and information sessions on the Strait Islander (A&TSI) communities, south coast. As well as presenting Bombala Bega Merimbula such as those in the Eurobodalla and regularly to aged care providers Eden Shoalhaven. and recipients, community groups,
30 ANNUAL REPORT MARGARET SMALL WITH REPRESENTATIVES FROM THE ABORIGINAL DISABILITY NETWORK, NSW seniors groups and special interest HIGHLIGHTS OF THE YEAR groups, we attended a number of forums, symposia and Expos. We also Working with dedicated aged to raise their awareness of elder continued to actively participate in care and community workers in abuse and how to prevent it. local networks of relevant services the region, who have been very Travelling to the Bega area to provide and interagency groups in the region. responsive to requests for assistance local communities with help and to support older people. Margaret Crothers information, in collaboration with the Southern NSW Area Regional Receiving an increasing number Good Service Mob and other groups Advocate/Educator of referrals by local aged care (and the final road trip of Seniors services and providers for face to Rights Service solicitor Meg Small face advocacy, to meet with older before her retirement). disadvantaged people who need help. Working with elder abuse prevention networks to plan and provide information days for older people, to let them know about the support services that are available, and 429 advocacy services provided 194 education sessions delivered
ATTENDEES AT THE EUROBODALLA AGED CARE INTERAGENCY MEETING, CHAIRED BY SENIORS RIGHTS SERVICE
31 MARGARET SMALL, MARGARET CROTHERS AND 2016-2017 REPRESENTATIVES FROM LEGAL AID 32 ANNUAL REPORT ADVOCACY CASE STUDIES
ADVOCACY CASE STUDY 1 ADVOCACY CASE STUDY 3 A woman had just moved into an An older couple living in Sydney aged care home. The family were received a one-hour service each concerned because her agreement week to help with cleaning and stated she would be charged for shopping. One person in the couple an ‘assets replacement fee’ and a had been assessed as needing a Level ‘premium service’ to have a registered 4 high care package, but was still nurse on duty, a fire safety officer waiting after nine months for one to allocated on each shift, fine food become available. The couple were and wine, and high cotton count desperate for more assistance but on the bedsheets. This was not an could not afford to pay private care Extra Service facility, and there is no workers. We discussed emergency such price category approved by options and advised them to consider the government. Our advocacy staff the option of respite to allow each to advised the caller of their consumer rest, as it was a struggle to keep going and contract rights, and to meet with so little support. Our advocate with the provider and have these assisted them to contact My Aged fees removed from the agreement Care and an Aged Care Assessment before they signed it. The issue was Team for urgent respite or placement referred to the Aged Care Complaints in an aged care home. A family friend Commissioner as well as the Aged also contacted our advocate and Care Pricing Commissioner, as this was advised to speak with their local was seen as a systemic issue which member, as they felt concerned that needs monitoring. no one was assisting the couple.
ADVOCACY CASE STUDY 2 ADVOCACY CASE STUDY 4 A staff member in an aged care home A resident of an aged care home had cancelled a resident’s specialist contacted our advocacy service as medical appointment, which was she had concerns about the food difficult to reschedule, without reason. being served. With her authority, our We advised the resident of their rights advocate contacted the manager at and discussed other issues such as the home and arranged a meeting. transport, the Taxi Subsidy Scheme, The manager, who was new, had and financial hardship application. The recently employed a new chef. We resident also had concerns about the suggested a meeting with our client person they had appointed as their and several other residents who Power of Attorney. They were referred had concerns, and the new chef and to a solicitor in our Legal Service team manager. The issue was immediately for advice on this matter. resolved and changes put in place to address the residents’ requests. The residents felt supported by the new manager and that they would be able to approach her with any concerns in the future.
33 2016-2017 OUR EDUCATION SERVICES YOUR RIGHTS YOUR VOICE
34 ANNUAL REPORT 35 2016-2017 OUR EDUCATION SERVICES
Education is integral to Seniors In the past year, we were proud a significant increase in the number Rights Service and the role it to provide face-to-face education of people from priority populations plays in the NSW community. In and educational materials to more engaged by the Service over the last effect, the education we provide than 27,000 older people and their 12 months, especially older people in works as a preventive strategy, representatives in metropolitan, culturally and linguistically diverse protecting against abuse by regional and rural areas across the (CALD) populations. Through strategic informing older people of their state. A significant number of the partnerships and ‘word of mouth’ rights and raising awareness. referrals Seniors Rights Service we have become a trusted source receives for legal and advocacy of rights-based information and services come about as a result education for older people in of exposure to our organisation these communities. through these educational events During the past year, we were able and materials. to increase the percentage of CALD EXTENDING OUR REACH attendees at our educational forums from 17% up to 24% of total attendees We seek to provide a diverse education – a significant achievement. We have service and to respond intuitively been able to engage with the CALD to evolving community needs and population through our presence at issues. We are always striving to a number of key multicultural events, extend our reach among vulnerable including the Multicultural Eid Festival and disadvantaged older people – and Fair: an annual event celebrated at those who most need our help. It has the end of Ramadan. Held in July 2016 therefore been very gratifying to see
36 ANNUAL REPORT at the Fairfield Showground in Breakdown of CALD Audience Sydney, this extremely popular event attracted upwards of 5000 attendees, A&TSI 526 with an estimated 400 people visiting Chinese 876 our stand. Arabic 277 It is not enough to be engaging with Vietnamese 87 people living in metropolitan areas; Spanish 40 we also need to be actively reaching Croatian 10 out to those who live in regional, rural Sri Lankan 250 and remote areas. These communities Indian 618 tend to have more limited resources Greek 250 and less access to assistance, but no Italian 97 less of a need for our services. In 2016- Macedonian 7 17 we continued our rural education Turkish 40 program, completing trips to several Lebanese 5 regional areas. These included Korean 18 Philipino 19 Bombala, Cooma, Queanbeyan, Yass, Russian 2 Wollongong, Goulburn, Lismore, African 10 Casino, Cowra, Forbes, Parkes, Serbian 32 Brewarrina, Bourke, Cobar, Walgett, Egyptian 26 Mudgee, Kempsey, Wagga Wagga, Mixed A,V,Ch 1,430 Bega, Tumut, Gundagai, Grafton, Mixed 1,173 Newcastle and the Central Coast. Total 5,793
ATTENDEES AT WORLD ELDER ABUSE AWARENESS DAY BANKSTOWN
DIANA BERNARD AND NALIKA 37 PADMASENA AT WORLD ELDER ROBERT LOLLBACH ADVISES VISITORS 2016-2017 ABUSE AWARENESS DAY AT THE ROYAL EASTER SHOW PAT JOYCE AT RETIREMENT EXPO 2016 SYDNEY GAY AND LESBIAN MARDI GRAS FAIR DAY
TAILORING OUR APPROACH care, legal issues and seniors’ rights. These sessions were at the invitation We do not believe in a ‘one size fits of the local Aboriginal organisation all’ approach; rather, we take care Thiyama-Li and in collaboration to tailor our work to suit different with the Cooperative Legal Service populations and groups. A wonderful Delivery Program, a section of Legal illustration of this came about when Aid devoted to remote communities. we collaborated with the Aboriginal During the sessions, a number of and Torres Strait Islander (A&TSI) issues were highlighted by Aboriginal community to develop a new people, such as accessing home culturally appropriate educational care, debt, duty of care, and lack of brochure, specifically targeted to services. Our new A&TSI brochure, A&TSI clients. After consulting with mentioned above, was well-received recognised elders in both urban by this community, who said it “spoke and rural Aboriginal groups, and their language.” We further extended engaging a local Aboriginal artist to our reach to Indigenous communities come up with an engaging design and through a series of forums hosted photograph some regional elders, by the Good Service Mob in March in we were able to produce a brochure the Port Macquarie, Kempsey, Taree that is now widely used and receives and Doonside areas, and through consistently positive feedback from our attendance at events held during the A&TSI community. NAIDOC week in July. We worked closely with the A&TSI As well as increasing the number community in the far west region of of people from CALD and A&TSI NSW this year, where we met with populations reached by our Service, Aboriginal communities in Bourke we have been working to expand and Brewarrina to discuss home our contact with the Lesbian, Gay,
38 ANNUAL REPORT SUMMARY OF EDUCATION 1/7/15 TO 30/6/16
Service Sessions Attendees Aged care services 509 6,891 General legal sessions 55 2,004 Retirement village resident sessions 20 415 Community groups 146 4,197 Carer specific groups 8 379 Professionals 15 302 Relevant student groups (Uni/TAFE) 10 147 Expos 34 8,155 Events 49 4,703 Total 846 27,193
LOCATION AND ATTENDEE IDENTIFICATION 2016-2017 Our education and Location Sessions Attendees CALD A&TSI LGBTI outreach efforts reached Metropolitan 369 16,812 5,074 387 1,060 Rural/Regional 451 9,945 736 254 0 27,193 Remote 35 436 0 206 0 older people this Total 855 27,193 5,810 847 1060 financial year
SENIORS RIGHTS SERVICE CONFERENCE PRESENTATIONS 2016-2017
National Association of Community Legal Centres (NACLC), Bisexual, Transgender and Intersex Fremantle, August 2016 (LGBTI) community. We again had a Better Practice Conference, Sydney, August 2016 presence at some major LGBTI events this year, including Fair Day – the event Human Rights and Social Justice Conference, Gold Coast, March 2017 that kick-starts the Sydney Gay and CALDWAYS Conference: ‘Communicating Services to older CALD Lesbian Mardi Gras Mardi season and communities’, Sydney June 2017 attracts tens of thousands of people, with an estimated 500 people visiting Regional Australian Association of Gerontology (AAG) Conference, Cessnock, June 2017 our stand – and Afternoon Delight, the LGBTI event held during Seniors Week, UN Open-Ended Working Group on Ageing – 8th session: at which we engaged with about 400 ‘Convention on the Rights of Older People’, New York, June 2017 people. We also provided a number of educational sessions on legal and advocacy issues tailored to LGBTI audiences during the year.
39 2016-2017 ATTENDEES AT SENIORS RIGHTS SERVICE PRESENTATION TO PROBUS, CAMPBELLTOWN
RAY HORSBURG WITH VISITORS TO THE ATTENDEES AT SENIORS MULTICULTURAL SENIORS WELLNESS EXPO IN BULLI LEADERSHIP TRAINING PROGRAM
EDUCATING TO PREVENT on elder abuse in several metropolitan Awareness Day, with the aim of ELDER ABUSE and regional locations across the state. facilitating a better understanding of elder abuse among older residents in Elder abuse is becoming more visible Titled ‘Elder Abuse: Speaking of the South Western Sydney. The Member and is an increasingly pressing issue Unspoken,’ these sessions examined for Holsworthy, Melanie Gibbons in NSW. The demand for elder abuse how various groups view elder abuse, MP, spoke at the event, focusing education is growing in parallel, and what elder abuse means, and potential on challenging ageist attitudes we now find ourselves regularly solutions to the problem. A number and reflecting on the enormous providing sessions for a range of important issues came to light contribution of older people to our of audiences, including staff and during the course of the events. These society. Close to 200 people from residents in the aged care facilities, included the vulnerability of older diverse cultures attended, with police trainees, social workers, allied women who are isolated due to health interpreters on hand to help health professionals, Council staff, and issues or language barriers, increasing those speaking languages other community groups. financial abuse of the elderly due to than English. the cost of housing, financial issues During the year we collaborated with around abuse of Power of Attorney We were also pleased to be able the Older Women’s Network (OWN), and the use of credit cards, the need to accommodate a request from made up of 19 different groups around for education of older widowed the Arab Council of Australia to the state, to provide elder abuse address the Arab Community women to equip them to deal with forums specifically tailored to older Workers Network and to speak to financial management, and the need women. We have a well-established older Arabic women’s groups on the to educate potential abusers such as relationship with the OWN, having issue of elder abuse. Additionally, adult children. previously partnered with them to run we are collaborating with the Indian a series of wellness sessions for older In addition to these forums, our community to run a number of women. The NSW Police and the Elder education staff attended a major community forums, including a large Abuse Hotline and Resource Unit were event held in collaboration with the event targeting the Punjabi/Sikh also invited to collaborate. Together, Elder Abuse Hotline and Resource community planned for November. we presented a series of 12 sessions Unit in Bankstown for Elder Abuse These approaches came about as
40 ANNUAL REPORT SENIORS LEADERSHIP TRAINING PROJECT
In 2016, Seniors Rights Service was assessment of student and teacher awarded a Liveable Communities experiences through interviews Grant from the NSW Government and focus group discussions. to develop a pilot peer training Overall, feedback was very positive, course in collaboration with South with participants indicating that Western Sydney (Granville) TAFE. the course had helped them to It was anticipated that, in the future, become more effective leaders the pilot could be expanded into and better able to help seniors in a Peer Education or Train the their communities. Many indicated Trainer course. that a highlight was learning about the breadth and depth of support Our main aim was to build the services available to seniors. capacity of older community leaders to act as advocates for A series of recommendations seniors in their communities, were made for how to improve the by developing the leaders’ training course, to assist with the understanding of seniors’ rights, long-term vision of rolling it out raising awareness of these rights for adoption by other educational among their peers, recognising institutions across NSW. These elder abuse, and referring peers to recommendations included unexpected and welcome outcomes appropriate community services extending the length of the course, of the involvement of Seniors such as Seniors Rights Service. offering more practical experience via workshops and on-the-job Rights Service in a scoping project An accredited Vocational Education training, more clearly determining commissioned by the Department of and Training (VET) pilot course students’ levels of knowledge Family and Community Services to with five units was developed, titled and experience in the community understand the issue of elder abuse ‘Empowerment of Older People’. services sector and identifying in CALD communities (see separate Twenty-three people representing students’ overall goals relating project report in this Annual Report). a diverse range of community to advocacy, to allow teachers agencies participated in the course, MAKING A DIFFERENCE to adapt the course content which ran one day a week over ten accordingly (potentially offering The positive feedback our Education weeks in May-June 2016. tailored courses aimed at and Community Services team is At the end of the ten weeks, TAFE different levels). lucky enough to regularly receive and Seniors Rights Service staff from the people who participate in our identified a need for an additional events, activities and programs tells component to the training, which us that we are succeeding in many focused on developing relevant of our key endeavours. Through the practical skills such as interpersonal services we provide, we are proud to skills. This led to Part II of the course be making a difference to the lives of being developed, which ran for the older people in our community another six weeks in October- – first and foremost in helping them November 2016. understand their rights, and secondly in letting them know how to get help Evaluation of both parts of the when they need it. course was carried out by an independent contractor, featuring Diana Bernard pre- and post-course surveys Manager Education as well as in-depth qualitative and Community Services
41 2016-2017 OUR COMMUNICATIONS AND MEDIA YOUR RIGHTS YOUR VOICE
42 ANNUAL REPORT 43 2016-2017 OUR COMMUNICATIONS AND MEDIA
This year, Seniors Rights Service With regular media releases and people, hosting electronic versions has focused on developing and consistent engagement with of the organisation’s brochures, consolidating a consistent approach mainstream media, Seniors Rights downloadable information sheets, and to communications, marketing Service has further increased its regularly updated relevant contact and media through employing profile as the organisation working and links pages. We are now in the a Communications and Media for the rights of older people. Over process of setting up to develop and Manager. Our organisation now the year, CEO Russell Westacott was deliver dynamic and interactive online has the ability to react immediately called on regularly for comment on material, including short videos and to current events through press issues such as the treatment of older webinars. This will even better position releases and social media in quick people in retirement villages and our site as the online hub for older response to news such as the ABC aged care facilities, elder abuse in all people to learn about their rights and 4 Corners and the Fairfax Media its forms, and government inquiries to be empowered to make decisions investigation into retirement villages. relevant to older people. Through that are to their benefit. Over the past this profile building, our Service year, more than 12,000 people have provided intellectual, ethical and legal accessed our site, with 74% of those leadership on key issues facing older being new visitors. With the addition people. We have responded to reports of Google Adwords, the website will of concern to seniors and those who see further increases in traffic in the work in the sector that have made coming year. it into the public arena with prompt Substantial effort is also being put into media releases and a willingness to increasing our social media profile. engage with the media on request. Targeted campaigns on Facebook The past year has seen an increased and Twitter have promoted Seniors editorial presence of our Service Rights Service as an organisation in publications in and for the aged working tirelessly for the rights of care sector. This includes regular older people, and we are now better contributions to the NSW Seniors prepared to help those who look Card newsletter, editorials in The online for information and services. Senior, a contribution to The Land, In the past six months, we have seen articles in the new publication The a 10% increase in Facebook followers North Coast Seniors Revolution, and 395% increase in followers on editorials for LOTL (Lesbians on Twitter. A new Instagram account has the Loose) and Go55s, and a report also been set up, which we will use to in The Last Post. Through regular promote older people as active and contributions to publications in print engaged members of the community. and online that target older people and EDUCATIONAL AND those who work in relevant sectors, PROMOTIONAL MATERIALS we are able to provide up to date and targeted information and news for Over the past year, Seniors Rights specific communities and audiences. Service has provided many thousands of brochures, booklets EXPANDING OUR and information sheets to assist ONLINE PRESENCE older people. Our educational In 2015, Senior Rights Service and promotional materials are launched its new website. Since continuously being improved as we that time, the site has developed respond to the shifting needs and into an excellent resource for older demographics of older people.
44 ANNUAL REPORT We take our commitment to working A variety of communications for all older people seriously, and with projects are currently in development. this in mind, produce targeted and A number of these have been funded tested materials that will reach as many by NSW Family and Community people as possible. We make particular Services and will be directed to efforts to reach priority populations, as increasing our priority populations’ outlined in the 2020 Strategic Plan. access to, awareness and use of the services we provide. As an example, we recently launched ‘Rights for Elders’ – a brochure designed We are in the process of developing a specifically for older Aboriginal and new quarterly newsletter: ‘Your Rights. Torres Strait Islander (A&TSI) people. Your Voice.’ The first issue will coincide This new brochure has received with and promote our 2017 Annual excellent feedback from the A&TSI General Meeting and launch of our community who tell us they like its current Annual Report. The newsletter language and look. The brochure is will build into a vital resource, with being sent out across NSW to land case studies, reports and photos from councils and other organisations with community events, information on the intention of providing legal advice, upcoming forums, and information advocacy and education to A&TSI elders. about important Seniors Rights Service We also recently created a new brochure projects. and developed a marketing plan to We are also in the initial stages of promote our Strata and Collective Sales planning a series of integrated legal, Advocacy Service, a new service being advocacy and education community funded by NSW Fair Trading. forums for older lesbian, gay, bisexual, Throughout the year, Seniors Rights transgender and intersex (LGBTI) Service has promoted itself in people. By collaborating with relevant metropolitan areas and to regional, groups and organisations in different rural and remote older people with a metropolitan and regional centres, combination of elegant advertising and the forums will inform, engage targeted editorial. We understand that and empower LGBTI elders as they our business is to help older people transition into accessing aged and this remains our priority in all care services. promotional activities. To ensure we are informing all COMING UP communities about their rights and the availability of free and confidential The establishment of a new legal advice, advocacy and education, Communication and Media position at Seniors Rights Service is developing Seniors Rights Service coincided with targeted radio campaigns. Once the initial planning for the 5th National 12,092 materials have been produced, we will Elder Abuse Conference, which we will Visitors to our website run informative multilingual segments be hosting in February 2018. We are across the SBS radio network, as well working closely with the organisers as various language-based community Catalyst Events to ensure the success radio stations and programs. of the upcoming conference, with a 34,797 coordinated and integrated approach Jane Polkinghorne Page views to marketing. Manager Communications and Media
45 2016-2017 SOME MEDIA COVERAGE OF OUR WORK 2016 – 2017
Your rights. Your voice.
Legal | Advocacy | Education
Free and confidential 1800 424 079 www.seniorsrightsservice.org.au
The Aged-care Rights Service Inc trading as Seniors Rights Service
Media Outlet Date Published Headline/Program Potential Reach July 2016 SBS website Seniors assert their rights (interview) 250,000 per week onwards National peak morning reach, ‘Today’ Program Channel 9 July 2016 Brief interview regarding aged-care issues approx. 327,000 Advocacy agencies sign network agreement National reach across ageing Australian Ageing Agenda August 2016 ahead of decision on program delivery sector/industry: >80,000 145,000 readers per month in Hills Shire Times press release 26 August 2016 Elder Abuse information and quotes Hills District, Sydney ABC Radio National – Life Life Matters – Family Financial Abuse and September 2016 163,000 daily listeners Matters Granny Flat Arrangement Story on Elder Abuse on Radio National Estimated 460,000 weekly ABC Radio National Website September 2016 that referenced listeners to their website for visitors to ABC website information about Seniors Rights Service National LGBTI Health Alliance October 2016 Older Persons Advocacy Network LGBTI sector, ageing sector Newsletter GOALL Growing Older and November 2016 Editorial on planning ahead 4,000 to 5,000 per quarter Loving Life publication Last Post November 2016 (veterans’ magazine Remembrance Editorial on Seniors Rights Service 50,000 per bi-annual issue and website) Day issue November/ Blue Mountains Radio Free promotion, scenarios plus phone number 87,000 listeners in region December 2016 Free editorial – Lawyer named shining star Hills Shire Times November 2016 78,000 weekly (India Club) 700,000 nightly viewers Interview with CEO on elder abuse on ABC TV nationally ABC News Jan 25 2017 National News and website Estimated 460,000 weekly visitors to ABC website ABC South East Jan 25 2017 Interview with CEO on elder abuse 320,000 listeners in region Regional Radio ABC North Coast News: Feb 2017 Interview with CEO on dementia 500,000 listeners in region Morning Radio
46 ANNUAL REPORT Various media outlets contact Seniors Rights Service to request comment for stories related to aged care and elder abuse. Here are some examples of media stories that have referenced the work of Seniors Rights Service.
Media Outlet Date Published Headline/Program Potential Reach The Daily Telegraph has an Interview with CEO quoted on access to aged The Daily Telegraph Feb 24 2017 estimated daily readership of care and excessive bond prices 639,000+ Interview on access to aged care and bond 2GB has a weekend 2GB Radio March 4 2017 prices in response to The Daily Telegraph story listenership of 331,000 World Elder Abuse Awareness Press release sent to mainstream and regional April 2017 Day press release media, community organisations and industry The Last Post, ANZAC Day April 2017 Editorial on how SRS is able to help veterans 45,000 readers per issue edition. Radio National, Life Matters May 2017 Discussion on OPAN 163,000 daily listeners The Australian Weekend Magazine interview Circulation 223,426, The Australian Newspaper May 2017 with CEO on elder abuse for extended essay by readership 484,000 Trent Dalton The Independent, Editorial on World Elder Abuse Awareness Day Circulation 18,000, readership May 2017 Hastings and Macleay in relation to mid-north coast forums approx. 36,000 Article on elder abuse awareness and how SRS 346,619 NSW monthly The Senior newspaper May 2017 can help. Mentioned 2018 conference readership 650,000 per print issue, over Interview with CEO in relation to over- Sydney Morning Herald May/June 2017 4 million monthly online medication in aged care readers The video platform of successful legal bulletin 30,000 legal practitioners BenchTV June 2017 BenchmarkTV, currently goes out to over nationally 30,000 practitioners in Australia. NSW Seniors Card e-newsletter June 2017 Editorial on SRS services 346,000 readers monthly Article on World Elder Abuse Awareness Day Online: 43,000 people per Port Macquarie News and SRS forums on mid-north coast. http:// month 3 x weekly newspaper 15 June 2017 www.portnews.com.au/story/4688770/time- Print: 13,400 average issue mid-north coast NSW to-talk-about-elder-abuse/ readership, 3 x week ABC Mid-North Coast Breakfast Interview with advocate Jill McDonnell on 1 June 2017 Over 150,000 daily listeners with Michael Spooner elder abuse forums on NSW Mid North Coast
47 2016-2017 PROMOTIONAL EFFORTS 2016 - 2017
Medium Location Potential Reach & Frequency 25,000 visitors to Parkes, 1 million visitors to Parkes Parkes Elvis Festival media campaign Parkes, western NSW Champion Post website Sydney Mardi Gras Fair Day Sydney 80,000 at event, 600 visited SRS stand 2CH radio advertisements Sydney 3 campaign reaches 80,000 readership, 2 ads: Mardi Gras festival guide and Sydney Star Observer / fg magazine Sydney ‘Generations’ edition for older LGBTI Afternoon Delight LGBTI seniors film event Sydney 500 attendees, handed out SRS pamphlets, pens, bags NSW Seniors Card has 1.4 million members, with NSW Seniors Card e-newsletter NSW 250,000 receiving monthly e-newsletter: 2 editorials Annual film festival for seniors with 3500 attendees. Young at Heart Film Festival Sydney Video ad and in program The Last Post (veterans) National 50,000 readers per issue, 2 ads, 2 editorials Leichhardt Council’s International Women’s Participation in event with over 500 attendees who Sydney Day/ Seniors Week event visited our stall 1.3 million readers. Ads and editorial on elder abuse and The Senior NSW, ACT how Seniors Rights Service can help Series of elder abuse forums in metropolitan and Older Women’s Network (OWN) forums NSW regional areas in collaboration with OWN for older women Seniors Retirement Expo Sydney 18,000 attendees, 2100 visited stand Royal Easter Show – Seniors Day Sydney 70,000 attendees on day, 1700 visited stand 42,000 distributed across aged-care industry, 1 ad, 1 DPS Guide to Aged Care Services NSW, ACT editorial Legal Topics for Older People NSW 80,000 distributed across state Diary w/Legal Aid Go55s NSW Readership of 35,000. 2 ads and editorial Promotions in social media, editorials, newsletter, 5th National Elder Abuse Conference National various ads Building social media profiles with ongoing ad Facebook & Twitter National campaigns, regular postings and updates Throughout year: ABC retirement village investigations, Press releases - various National ALRC Elder Abuse Inquiry, World Elder Abuse Awareness Day, Seniors Week 27,142 copies sold fortnightly, 175,000 readership The Big Issue National (excluding VIC) (fortnightly) SRS Brochure distribution including new NSW Over 61,000 distributed A&TSI, Strata Legal Service brochures Presented and participated in over 15 events throughout World Elder Abuse Awareness Day NSW Sydney, south coast and mid-north coast
48 ANNUAL REPORT 5TH NATIONAL ELDER ABUSE CONFERENCE
On 19-20 February 2018, Seniors country with specialist knowledge Rights Service will host the 5th and commitment to the prevention National Elder Abuse Conference, of the abuse of older people. The Together Making Change, at the Conference Program Sub-Committee Sofitel Sydney Wentworth Hotel. is developing a dynamic and interactive program that includes The conference is occurring in the innovative projects, emerging context of increasing awareness of the research and data, personal stories problem and scope of elder abuse in from those working on the front line Australia and internationally. Seniors or people directly impacted by elder Rights Service has been instrumental abuse, panels, Q&As, debates and film Seniors Rights Service is working in raising awareness of this issue screenings, as well as more traditional closely with event management through its work across many levels to conference presentations. company Catalyst Events to ensure the address elder abuse. Our advocates, success of the event. Our staff are hard solicitors and intake teams advise A number of high profile presenters at work promoting the conference and assist people every day who are confirmed to address the in their various networks, from report experiencing elder abuse. conference, including: community grassroots organisations On a policy level, our organisation • The Hon Ken Wyatt AM MP, through to interagency networks, as has participated in federal and Commonwealth Minister for well as through their regular work at state inquiries into elder abuse, and Aged Care education sessions and community our CEO is regularly contacted for engagement forums. In addition, many • The Hon Dr Kay Patterson AO, comment in the media. have submitted abstracts and will be Age Discrimination Commissioner, involved in sessions as presenters, Seniors Rights Service understands Australian Human Rights chairs and moderators. that long-term, multi-faceted, Commission culturally appropriate approaches are • The Hon Tanya Davies MP, NSW Leading up to the event, we will be needed to prevent elder abuse. From Minister for Ageing hosting a number of community this position, we are seeking broad forums to raise awareness of elder • Prof Rebecca Morgan, Stetson representation at the conference, abuse and the rights of older people, University, FL, USA from community, government and and to generate interest in the media, policy-makers, and those • The Hon Anna Bligh AC, CEO upcoming conference. One such who work with people who have Australian Bankers Association forum will be held at Penrith Panthers experienced elder abuse. • Dr Jane Barratt, Secretary General, on Sunday 18 February, the day The conference is being developed International Federation on Ageing before the conference begins. With a through a collaborative National • Virginia Trioli, television and radio stimulating blend of entertainment Steering Committee, comprising key host, who will MC the event. and education, we hope this event will staff from organisations across the engage communities of older people living in Western Sydney.
49 2016-2017 OUR COMMITMENT TO CUSTOMER SATISFACTION
It is extremely important to the Much of the feedback we receive satisfaction, we work to ensure team at Seniors Rights Service that comes via our client surveys and that all projects such as the Seniors our customers are satisfied with community forum feedback forms. Leadership Training Project (see the the services we provide. We use a All recipients of our Advocacy services separate article on this project) are variety of methods to engage with and a representative sample of properly evaluated, so as to inform our customers and obtain feedback recipients of our Legal services are and improve our future work. We plan about what we do well and where we invited to complete a written survey, to establish a new Policy and Quality could improve. where they are asked to rate their Improvement Coordinator role satisfaction level with Seniors Rights early in the current financial year, to Service and offer written comments facilitate all quality improvement work if they wish to do so. Similarly, throughout our organisation. participants at our community forums COMMENTS FROM OUR are asked to complete a feedback COMMUNITY FORUM form, rate their satisfaction level and PARTICIPANTS provide comments. • “I thought it was a most sensitive and Sometimes it is not appropriate to intuitive presentation. The presenter ask forum participants to complete was really interested in the audience written feedback; for example, when needs and responded with excellent presenting at aged care facilities information and understanding.” where clients may have limited capacity. In these instances, the • “It was really beneficial to learn of the facilitator runs an open Question and legal issues and differences between Answer session or requests a show of types of documents. The lawyer hands to gain feedback instead. Other made it clear and understandable. sources of information on customer Most helpful! Thank you.” satisfaction levels include thank-you • “It made me aware of the processes cards, letters and email messages that are available to handle any from customers, feedback provided problems with aged care. It was very by clients who have telephoned informative.” managers to complain or compliment • “It’s good to have the presentation staff, and comments provided via both in Chinese and Mandarin” social media. • “We all found [the education session] This financial year, we received more very informative and helpful and are than 1,100 completed surveys and grateful for the insight that you gave education feedback forms from our us to prepare for our future.” customers. Of the respondents, 90% indicated they were satisfied with • “[Your presentation] was greatly our services. This is a very pleasing appreciated and actually very response and indicates that a large enjoyable. Mainly because of your majority of our clients are happy with light-hearted presentation of what our work. This finding is supported by is a massive subject it made it seem the feedback received via other forms just a bit less scary. I know that I of communication. personally was made far more aware of what is and is not available as we Seniors Rights Service is committed approach older age.” to quality improvement. As well as continuously assessing customer
50 ANNUAL REPORT COMMENTS FROM CLIENTS OF summary letter that you emailed OUR ADVOCACY SERVICES and the very fast dispatch and • “Speaking with Seniors Rights receipt of the supporting sections Service a few times gave me the of the legislation concerning a confidence to ask questions where Strata Renewal Proposal and all the before I probably would have let requirements that were not met.” it go. Thank you so much for your • “The residents of our retirement support.” village were really unaware of our • “I am a Social Worker in a private Seniors Rights until we contacted hospital and I use your service Seniors Rights Service - You have regularly. I always find it beneficial.” given us a voice.” • “[Staff member] has been very • “They investigated the issue and helpful. But the problems are not yet came back with information which fixed!” showed nothing could be done.” • “SRS was extremely useful. Best • “Courteous, attentive, prompt. I source of information I found. couldn’t speak more highly of the [Staff member] asked [the client] other person at the end of the phone. questions, summed up her position Thank you.” very clearly for her and described • “Aged-care Rights are very her options – wonderful.” necessary, as seniors do not • “In particular, I was most impressed have many options to turn to for by the professional knowledge and assistance.” competence of [staff member]” • “Simply because I made a call to • “I certainly won’t feel alone anymore Seniors Rights Service, that brought if a similar problem occurs.” about a resolution.” • “I was very disappointed not with the • “Excellent advice, very professional Seniors Rights Service, but because of course. Would be even better if I didn’t get anywhere. Someone’s there were more staff available to word against mine. But that’s how give advice.” law works, I guess.” • “Thank you [staff member] for • “I was completely satisfied with the persisting in trying to contact me. help I received, would use it again Following your advice, I contacted and have recommended it to others.” the retirement home with which I had an issue and obtained a partly- We are pleased COMMENTS FROM CLIENTS OF satisfactory resolution …. I don’t that feedback from over OUR LEGAL SERVICES have the emotional stamina to 1,100 clients of our legal, • “We would like to express our great pursue the matter further. Very advocacy and education appreciation and thanks for all the grateful for your advice.” services provided an overall help you provided to us regarding client satisfaction rating of this matter. We were successfully able to have the agenda items relating to the sale to the developer 90% withdrawn from consideration. This is thanks to your advice, the for the 2016/17 year
51 2016-2017 OUR PRIORITY POPULATIONS YOUR RIGHTS YOUR VOICE
52 ANNUAL REPORT 53 2016-2017 OUR WORK WITH ABORIGINAL AND TORRES STRAIT ISLANDER PEOPLE
NSW is home to a large population ROAD TRIPS TO of people of Aboriginal and Torres REGIONAL, RURAL Strait Islander (A&TSI) heritage. AND REMOTE AREAS Many people from this background Our legal, advocacy and education are marginalised in contemporary staff go on a number of trips each society, and a targeted approach year with the aim of connecting is needed to effectively engage with A&TSI communities in with this population. Seniors Rights different areas of the state. Service reaches out to A&TSI These trips are planned in communities in a number of ways. consultation with local elders, and often in collaboration with other organisations who have an established working relationship with these communities, such as those providing social services. This year, we travelled to meet with Aboriginal communities in sustainable service delivery. Last several regions, including Bourke and year we participated in a series of Brewarrina, Young, Walgett, Moree, forums hosted by the Good Service Yass and Dubbo. Mob in the Port Macquarie, Kempsey, Taree and Doonside areas. We also TARGETED EVENTS collaborated with Cooperative Legal AND MEETINGS Services Delivery in a range of rural We actively engage with A&TSI locations including the Far West communities through targeted events to provide both legal information and meetings held in both regional and advocacy assistance to A&TSI and metropolitan areas of NSW. These community members and residents in include major events on the A&TSI aged care services. calendar, such as NAIDOC week, as CULTURALLY APPROPRIATE well as planned education sessions MATERIALS with Aboriginal elders. These focus on building awareness of the rights This year we consulted and of older people, the importance of collaborated with the A&TSI planning ahead, informed decision- community to develop a culturally making regarding legal issues, and appropriate educational brochure options in terms of service provision, targeted to people of Aboriginal including referral pathways to heritage. As well as ensuring our other providers. educational materials are distributed to A&TSI people through a variety of KEY PARTNERSHIPS channels, Seniors Rights Service also AND COLLABORATIONS advertises in the Koori Mail, which Seniors Rights Service works with a reaches an estimated 80,000 people number of other organisations who in NSW. provide targeted services to the A&TSI population. For example, we are a partner in the Good Service Mob, which links Aboriginal communities to multiple services and helps ensure
54 ANNUAL REPORT OUR WORK WITH CULTURALLY AND LINGUISTICALLY DIVERSE PEOPLE
Seniors Rights Service works hard reasonably well, although there is forum, and talks on ‘planning ahead’ to ensure it reaches people from certainly room for improvement. to seniors in the Greek, Chinese and culturally and linguistically diverse Italian communities. We want to make sure that those who (CALD) backgrounds and addresses access our services truly reflect the • In collaboration with the Arab their specific needs. diverse population of older people Council of Australia, we addressed REACHING CALD across NSW. We will therefore be the Arab Community Workers COMMUNITIES – HOW looking to increase these figures Network and spoke to older Arabic ARE WE DOING? next year, particularly in terms of our women’s groups on the issue of Our records show that last financial legal services. In the 2017/18 financial elder abuse. year we will be strategically targeting year, older people from CALD • We had a presence at a number of older people from CALD communities backgrounds made up about 24% key multicultural events to raise so that engagement with our legal of those attending our educational awareness of seniors’ rights and the services increases. forums, 9% of clients who used our services we provide to older people. advocacy service, and 9% of those PROVIDING TARGETED One such event was the Multicultural using our legal service. EDUCATION Eid Festival and Fair, celebrated in While approximately 25% of people During 2016-17 we participated in Sydney at the end of Ramadan. aged over 65 years of age in NSW a range of educational projects, • We worked with Migrant Resource are from CALD backgrounds, CALD activities and events targeted to Centres throughout Sydney, people only make up about 10% people from CALD backgrounds. providing face-to-face education of all those who receive aged care • We ran several legal education to small groups and ensuring services from the Commonwealth sessions catering to CALD older information about our Service is government. Relative to the latter people, including a seminar on elder distributed by these centres to their figure, we appear to be doing abuse at a multicultural aged care local communities.
PREVENTING ELDER ABUSE Rights Service was commissioned countries – including the UK, IN CULTURALLY AND to lead a scoping project in Canada and New Zealand – LINGUISTICALLY DIVERSE close collaboration with Ethnic regarding elder abuse prevention COMMUNITIES Communities Council of NSW, Elder in CALD communities. Abuse Helpline and Resource Unit, and Elder abuse is a growing issue Following completion of the scoping the Council of the Ageing NSW. within our society, and it is clear that project in June 2017 a report was more needs to be done to address A consultant was hired and 12 submitted to FACS that includes a the problem – particularly within community consultations were series of recommendations about marginalised communities. Late in organised with six CALD communities how projects and programs targeting 2016, representatives from the NSW across NSW. Interviews were also elder abuse in CALD communities in Department of Family and Community conducted with community workers NSW might be funded and focused Services (FACS) met with Senior around Australia who are involved in in the coming years. This project – Rights Service to discuss the potential elder abuse prevention responses, including its design, methodology, of conducting a research project to particularly those that have a focus findings and recommendations – will identify best practice elder abuse within specific CALD communities. In feature at the 5th National Elder prevention strategies in culturally addition, a literature review was done Abuse Conference, which Seniors and linguistically diverse (CALD) to identify best practice programmatic Rights Service is hosting in Sydney in communities. Subsequently, Seniors responses in other English-speaking February 2018.
55 2016-2017 OUR WORK WITH THE LGBTI COMMUNITY
Seniors Rights Service recognises This year we again had a presence • We collaborated with the AIDS that older lesbian, gay, bisexual, at major LGBTI events – including Council of New South Wales (ACON) transgender and intersex (LGBTI) the Sydney Gay and Lesbian Mardi to shine a light on the issue of lack people represent a marginalised Gras Fair Day, and Afternoon Delight, of culturally appropriate aged care community with needs that often the LGBTI Seniors Week event – and services for LGBTI people. We hope go unmet by mainstream programs provided a number of educational this coming year to continue to and services. We therefore take a sessions tailored to LGBTI audiences collaborate with ACON on a number strategic and targeted approach to during the year. of exciting community events providing an effective service for targeting older LGBTI people. • We ran a series of advertisements members of this demographic. to raise awareness of our services in the Sydney Star Observer, one of Australia’s most popular LGBTI newspapers. • On a national level, we engaged with the National LGBTI Health Alliance to help shape best-practice aged We take a care advocacy services to LGBTI strategic approach to people across the country. We also engaging with the made an important contribution to LGBTI community the National Ageing and Aged Care Strategy regarding the care of older LGBTI people.
56 ANNUAL REPORT JANE POLKINGHORNE AT THE SENIORS RIGHTS SERVICE STAND AT THE SYDNEY GAY AND LESBIAN MARDI GRAS FAIR DAY OUR WORK IN REGIONAL, RURAL AND REMOTE AREAS
Seniors Rights Service endeavours to TRAVELLING FAR AND WIDE Our reach this year extended as far make itself accessible to older people north as Lismore and Casino, as far Each year we travel a large number living in all parts of NSW, including south as Bega and Bombala, and out of miles on road trips dedicated to hard-to-reach locations. west to Brewarrina, Bourke, Cobar and extending our geographical reach. Walgett. Other locations we travelled When we visit a region, we base to included Cooma, Queanbeyan, Yass, ourselves in a central town and blitz Wollongong, Goulburn, Cowra, Forbes, the entire area, attempting to visit Parkes, Mudgee, Kempsey, Wagga as many locations as possible where Wagga, Tumut, Gundagai, Grafton, older people can be found. Typically Newcastle and the Central Coast. we visit aged care residential facilities and retirement villages in the area, as OUR PLANS FOR EXPANSION well as holding community forums Next year we are looking forward to in venues such as bowling clubs and significantly expanding our regional other social clubs. We also target presence. Not only will we be adding related community services including to our existing presence on the Mid- local GPs and home care providers in North and South Coast regions, we will the area. Frequently, we collaborate also be establishing a new presence with other organisations working in in the Central West. Following this, the area, such as Cooperative Legal we intend to set up new offices in the Service Delivery. Northern Rivers and Riverina areas. In 2016-17, our staff visited many This expansion will give us a physical aged care residential facilities and presence across the state, allowing delivered dozens of education us to provide face-to-face support for sessions in regional, rural and vulnerable older people in need of our remote areas of the state. help, wherever they may be.
We want to reach older people in need of our help, wherever they may be
AREAS VISITED BY SENIORS RIGHTS SERVICE 2016-2017 WE VISIT MULTIPLE SITES WHENEVER WE VISIT AN AREA. 57 2016-2017 OUR WORK IN WESTERN SYDNEY
Western Sydney is a region of great Seniors Rights Service is committed diversity with an ever-expanding to effectively servicing the growing We are committed population. It is made up of several number of older people living in different demographic groups, Western Sydney. During the year, to effectively servicing the including many non-English speaking we aimed to engage with the full Western Sydney region people and those from lower diversity of communities represented socioeconomic status backgrounds. in this area. The region’s growth is reflected in • We engaged with older residents the increasing number of aged care in Bankstown for Elder Abuse providers and facilities in the area. . Awareness Day, with the aim of facilitating a better understanding Violence, Mental Health Issues and of elder abuse. Close to 200 people Aged Care Information. We also from diverse cultures attended, with spoke at the Women Leadership interpreters on hand to help those Training Forum and the International speaking languages other than Women’s Day at Holroyd Centre. English. • One of the staff is an appointed • We continued our collaboration member of the Multicultural NSW with South West Sydney Granville Sydney West Regional Advisory TAFE to deliver a training course Council and an appointed member targeting community leaders in the Blacktown City Council Senior in Western Sydney, the Peer Citizens Advisory Council and Leadership Training Project. Multicultural Advisory Council. Through this project we aim to build the capacity of participants to act as • We collaborated with Financial peer support advocates for seniors Information Service Officers (FISO) in their respective communities. to deliver information around financial planning and financial • We engaged with SEVA International, abuse prevention to their clients in Community Migrant Resource Parramatta and Cabramatta. Centre, India Club, Harman Foundation and United Indians • We worked with many Anglo, Association as guest speakers, Chinese, Vietnamese and Arabic expert panel members and as a groups arould financial elder partner organisation. These activities abuse prevention, creating a ranged from Elder Abuse Forums better understanding of such to setting up a working group for issues in Western Sydney’s combating issues on Domestic culturally diverse communities.
58 ANNUAL REPORT OUR INTERNATIONAL WORK
Seniors Rights Service is a founding THE PURPOSES OF GAROP Health Alliance. member of the Global Alliance for AUSTRALIA ARE TO: Member organisations came together the Rights of Older People (GAROP) • build and strengthen bridges within for a face-to-face meeting at the Australia. GAROP Australia was and across sectors to protect the Australian Human Rights Commission formed in February 2014 as a result rights of older Australians on 27 June 2017. The Hon Dr Kay of recommendations made in the • advocate for the implementation of Patterson AO also briefly met with Chairman’s report from the UN Open- an international convention on the the group to discuss its plans and ended Working Group on Ageing (4th rights of older people aspirations. Following discussion Session), New York, 2013, to form about the upcoming United Nations regional ‘circles of friends’. • provide a forum for civil society engagement on this issue Open-ended Working Group on Ageing (8th Session), members • strengthen current and future resolved to draft a media release in advocacy efforts nationally and support of the Session. The members’ regionally statement was published on the • gather and disseminate educational GAROP Australia and Seniors Rights resources on older people and Service websites as well as on social human rights. media, and shared by many, including LATEST NEWS the international chapter of GAROP. We hope to continue our work with The membership of GAROP Australia both national and international has strengthened over the last year organisations to raise awareness and with a number of new organisations strengthen our voices. joining the alliance. The current membership consists of Australian For more information about Seniors Computer Clubs Association GAROP, please go to: (ASCCA), the Older Women’s Network www.rightsofolderpeople.org Australia (OWNA), Council on the Ageing (COTA) Australia, Federation of Ethnic Communities Council of Australia (FECCA), National Association of Community Legal Centres (NACLC), Seniors Rights Service, Australian Research Network on Law and Ageing (ARNLA), Australian Association of Gerontology (AAG), International Commission of Jurists Australia (as an observer), National Seniors, and National LGBTI SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
SENIORS RIGHTS SERVICE INCORPORATED ABN 98 052 960 862 FINANCIAL REPORT YEAR ENDED 30 JUNE 2017
CONTENTS: PAGE BOARD’S DECLARATION Board’s Declaration 60 As detailed in Note 2 to the Financial Report it is the Board’s opinion that the Auditor’s Report 61 Organisation should adopt the preparation of general purpose financial reports to assist all possible users of these statements. Accordingly this is a general purpose Lead Auditor’s Independence 62 Financial Report that has been prepared to meet the Organisation’s reporting Declaration requirements to the Members. Statement of Profit or Loss 62 The Financial Report has been prepared in accordance with Accounting Standard Statement of Financial Position 63 APES 205 Conformity with Accounting Standards and other Australian Accounting Standards and mandatory professional reporting requirements to the extent Notes to the Financial Statements 64-65 described in Note 2 to the Financial Report. Statement of Cash Flows 66 The Board declares that the Financial Report and Notes set out on pages 64 to 67: Detailed Income and a) comply with Australian Accounting Standards and other mandatory Expenditure Statement 67 professional reporting requirements as detailed above; and, b) give a true and fair view of the Organisation’s financial position as at 30 June, 2017 and of its performance as represented by the results of its operations and its cash flows for the financial year then ended. In the Board’s opinion, there are reasonable grounds to believe that the Organisation will be able to pay its debts as and when they become due and payable. Signed in accordance with a resolution of the Board.
CRAIG GEAR Board Member - Chairperson
MARGARET DUCKETT Board Member Sydney 26th day of September, 2017
60 ANNUAL REPORT | 2016-2017 SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
INDEPENDENT AUDITOR’S REPORT TO THE and maintaining internal controls relevant to the preparation and MEMBERS FOR THE YEAR ENDED 30 JUNE 2017 fair presentation of the financial report that is free from material misstatement, whether due to fraud or error; selecting and applying REPORT ON THE FINANCIAL REPORT appropriate accounting policies; and making accounting estimates Audit Opinion We have audited the financial report of Seniors that are reasonable in the circumstances. Rights Service Incorporated, which comprises the statement of Auditor’s responsibilities for the Audit of the Financial Report profit or loss, statement of financial position, notes to the financial Our objectives are to obtain reasonable assurance about whether statements including a summary of significant accounting policies, the financial report as a whole is free from material misstatement, statement of cash flow and board’s declaration for the year ended whether due to fraud or error, and to issue an auditor’s report 30 June 2017 as set out on pages 64 to 67. that includes our opinion. Reasonable assurance is a high level In our opinion the financial report has been prepared in accordance of assurance, but is not a guarantee that an audit conducted in with Division 60 of the Australian Charities and Not-for-profits accordance with the Australian Auditing Standards will always Commission Act 2012, including: detect a material misstatement when it exists. Misstatements can (a) giving a true and fair view of the financial position as at 30 June arise from fraud or error and are considered material if, individually 2017 and of its financial performance for the year 30 June 2017 then or in the aggregate, they could reasonably be expected to influence ended; and the economic decisions of users taken on the basis of this financial report. (b) complying with Australian Accounting Standards and Division 60 of the Australian Charities and Not-for-profits Commission As part of an audit in accordance with the Australian Auditing Regulation 2013. Standards, we exercise professional judgement and maintain professional scepticism throughout the audit. We also: Basis for Opinion We conducted our audit in accordance with Australian Auditing Standards. Our responsibilities under those • Identify and assess the risks of material misstatement of the standards are further described in the Auditor’s Responsibilities financial report, whether due to fraud or error, design and for the Audit of the Financial Report section of our report. We are perform audit procedures responsive to those risks, and obtain independent of the organisation in accordance with the auditor audit evidence that is sufficient and appropriate to provide a basis independence requirements of the Corporations Act 2001 and for our opinion. The risk of not detecting a material misstatement the ethical requirements of the Accounting Professional and resulting from fraud is higher than for one resulting from error, Ethical Standards Board’s APES 110 Code of Ethics for Professional as fraud may involve collusion, forgery, intentional omissions, Accountants (the Code) that are relevant to our audit of the misrepresentations, or the override of internal control. financial report in Australia. We have also fulfilled our other ethical • Obtain an understanding of internal control relevant to the audit responsibilities in accordance with the Code. in order to design audit procedures that are appropriate in the In conducting our audit, we have complied with the independence circumstances, but not for the purpose of expressing an opinion requirements of Australian professional ethical pronouncements on the effectiveness of the Organisation’s internal control. and the Corporations Act 2001. We confirm that the independence • Evaluate the appropriateness of accounting policies used and the declaration provided to the committee members of Seniors Rights reasonableness of accounting estimates and related disclosures Service Incorporated would be on the same terms if provided to the made by the Board. Conclude on the appropriateness of the committee members as at the date of this auditor’s report. Board’s use of the going concern basis of accounting and, based We believe that the audit evidence we have obtained is sufficient and on the audit evidence obtained, whether a material uncertainty appropriate to provide a basis for our opinion exists related to events or conditions that may cast significant doubt on the organisation’s ability to continue as a going Information Other than the Financial Report and Auditor’s Report concern. If we conclude that a material uncertainty exists, we are The organisation is responsible for the other information which required to draw attention in our auditor’s report to the related comprises the information included in the annual report for the disclosures in the financial report or, if such disclosures are year ended 30 June 2017, but does not include the financial report inadequate, to modify our opinion. Our conclusions are based on and our auditor’s report thereon. Our opinion on the financial report the audit evidence obtained up to the date of our auditor’s report. does not cover the other information and accordingly we do not However, future events or conditions may cause the Organisation express any form of assurance conclusion thereon. In connection to cease to continue as a going concern. with our audit of the financial report, our responsibility is to read • Evaluate the overall presentation, structure and content of the the other information and, in doing so, consider whether the other financial report, including the disclosures, and whether the information is materially inconsistent with the financial report or financial report represents the underlying transactions and our knowledge obtained in the audit or otherwise appears to be events in a manner that achieves fair presentation. materially misstated. If, based on the work we have performed, we conclude that there is a material misstatement of this other We communicate with the Board regarding, among other matters, information, we are required to report that fact. We have nothing to the planned scope and timing of the audit and significant audit report in this regard. findings, including any significant deficiencies in internal control that we identify during our audit. Board’s responsibilities for the Financial Report The Board is responsible for the preparation and fair presentation CCS PARTNERS of the financial report and have determined that the accounting Chartered Accountants policies described in Note 2 to the financial statements, which form EMANUEL P CALLIGEROS part of the financial report, are appropriate to meet the needs of Partner the members. The board’s responsibility also includes establishing Date: 26th day of September 2017 154 Elizabeth Street, SYDNEY NSW 2000
61 SENIORS RIGHTS SERVICE | ABN 98 052 960 862 SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
LEAD AUDITOR’S INDEPENDENCE DECLARATION To the Members of Seniors Rights Service Incorporated. As lead engagement partner for the audit of Seniors Rights Service Incorporated for the year ended 30 June 2017, I declare that, to the best of my knowledge and belief there have been: i. no contraventions of the independence requirements of the Corporations Act in relation to the audit; and ii. no contraventions of any applicable code of professional conduct in relation to the audit. CCS PARTNERS Chartered Accountants EMANUEL P CALLIGEROS Partner Date: 26th day of September 2017 154 Elizabeth Street, SYDNEY NSW 2000
STATEMENT OF PROFIT OR LOSS FOR THE YEAR ENDED 30 JUNE 2017 NOTE 2017 2016 $ $ ORDINARY ACTIVITIES Revenue from Ordinary Activities 2,220,982 1,956,610 Transfer (to)/from Grants Unexpended (Net) 9 (35,000) (39,091) 6 2,185,982 1,917,519 Employee Benefit Expense (1,498,756) (1,376,849) Depreciation & Asset Acquisitions (12,183) (14,009) Other Expenditure from Ordinary Activities (645,257) (545,780)
Net Surplus (Deficit) from Ordinary Activities 29,786 (19,199)
Add/(Less): Profit on Sale of Vehicles - 3,403 Transfer (to)/from Reserve for Replacement Assets 3 (20,000) - Transfer (to)/from Provision - Contingent Liabilities - - 9,786 (15,796)
Add: RETAINED EARNINGS – Balance 1 July, 2016 156,498 172,294 RETAINED EARNINGS – Balance 30 June, 2017 166,284 156,498 This Statement of Profit or Loss is to be read in conjunction with the Notes to the Financial Statements as set on pages 64-65.
62 ANNUAL REPORT | 2016-2017 SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
STATEMENT OF FINANCIAL POSITION FOR THE YEAR ENDED 30 JUNE 2017 NOTE 2017 2016 $ $ FUNDS & PROVISIONS Retained Earnings 166,284 156,499 Provision for Contingencies - -
TOTAL FUNDS & PROVISIONS 166,284 156,499
Represented by:
CURRENT ASSETS Cash at Bank & on Deposit 627,660 523,663 Other Debtors & Receivables 9,861 66,538 Prepayments 3,558 4,954
Total Current Assets 641,079 595,155
NON-CURRENT ASSETS Furniture & Equipment - at Cost 198,151 198,151 Less Amounts Expensed & Provision for Depreciation (163,704) (151,521)
Total Non-Current Assets 34,447 46,630
TOTAL ASSETS 675,526 641,785
Less:
CURRENT LIABILITIES Payables 148,462 163,066 Provision for Staff Entitlements 5 277,780 255,129 Reserve for Replacement Assets 8 48,000 28,000 Grants in Advance & Unexpended 9 35,000 39,091
Net Current Liabilities 509,242 485,286
NET ASSETS 166,284 156,499 This Statement of Financial Position is to be read in conjunction with the Notes to the Financial Statements as set on pages 64-65.
63 SENIORS RIGHTS SERVICE | ABN 98 052 960 862 SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
NOTES TO THE FINANCIAL STATEMENTS The Financial Report has been prepared in accordance with the historical cost accounting convention. The accounting 1) ORGANISATIONAL STRUCTURE policies are consistent with those of the previous year. The Organisation is incorporated under the Associations b) Fixed Assets & Depreciation Incorporation Act 1984. Its main aim is to provide relief and services to the needs of older people in New South Wales Fixed Assets are depreciated on the prime cost basis so as who are vulnerable, socially or economically disadvantaged, to write off the cost of the assets over their estimated useful exploited or abused. Funds are supplied to the Organisation lives. The cost of assets funded by specific grants are written in the form of Grants received from the Federal and State off to match the grants received. Governments and other interested bodies. The income and c) Employee Entitlements assets of the Organisation are applied solely towards the promotion of the aims for which it was established and no Provision is made for the organisation’s liability for employee portion, thereof, is to be applied to the benefit of the members benefits arising from services rendered by employees to or to that of any interested person. balance date. Employee entitlements that are entitled to be taken within one year have been measured at amounts 2) SIGNIFICANT ACCOUNTING POLICIES payable at balance date plus related on-costs. Employee a) The Organisation has adopted general purpose financial benefits payable later than in one year have been measured reports to assist all possible users of these statements. The at balance date value plus related on-costs. Board has determined that the accounting policies adopted Provisions for parenting leave and redundancy are made due are appropriate to meet the needs of the Members. The to statutory obligations and factors that may be impacted by Organisation has applied Accounting Standard APES 205 changes to grant funding. Current wage rates are used in the Conformity with Accounting Standards, which amended the calculation of these provisions. application clauses of all standards existing at the date of its issue so that they now apply only to entities that qualify as d) Comparatives reporting entities. However, the Financial Report has been Comparatives have been adjusted where necessary to prepared in accordance with Accounting Standard AASB 101: conform with presentation in the current period. Presentation of Financial Statements and other applicable Australian Accounting Standards and Urgent Issues Group, e) Revenue Recognition – Grant Funding Consensus Views, with the exception of the disclosure The organization receives grants which may relate to requirements in the following: activities and expenditure over a number of financial years. AASB 8 - Operating Segments Any grants unexpended at year end are carried forward to AASB 124 - Related Party Disclosures the subsequent year.
NOTES TO THE FINANCIAL STATEMENTS (CON’T) 2017 2016 $ $ 3) RESERVE FOR REPLACEMENT ASSETS Balance – 1 July, 2016 28,000 28,000 Add Transfer from Net Surplus 20,000 -
Balance – 30 June, 2017 48,000 28,000
4) INCOME TAX The Organisation has been recognised by the Australian Taxation Office as an Income Tax exempt charitable entity. No provision for taxation has been raised in the Financial Report.
5) PROVISION FOR STAFF ENTITLEMENTS Provision for Parenting Leave 28,809 26,940 Provision for Long Service Leave 165,966 146,411 Provision for Redundancy/Staff Payout 83,005 81,778 Provision for Relief Staff - - 277,780 255,129
64 ANNUAL REPORT | 2016-2017 SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
NOTES TO THE FINANCIAL STATEMENTS (CON’T) 2017 2016 $ $ 6) OPERATING RESULTS The Surplus (deficit) of Income and Expenditure for the year is arrived at: - After Crediting: i) Grants Received - Recurrent & RVRA Funding 2,103,454 1,844,546 - One-off funding 51,364 35,000 ii) Interest Received 19,136 21,273 iii) Other Income 12,028 16,700 Gross Revenue 2,185,982 1,917,519 - After Charging: iv) Auditor's Remuneration (Refer to Note 7) 11,890 11,220 v) Office Asset Equipment acquired during the year expensed through the Statement of Profit or Loss (a) 34,346 1,149 vi) Long Service, Annual & Sick Leave Provisions 6,459 28,735 vii) Depreciation of Non-Current Assets 12,183 12,860 - and charging extra and one-off costs viii) Advertising 32,958 35,106 ix) Conference & Workshop Expenses 34,205 14,643 x) Legal, Consultants & Support Fees 58,463 44,553 xi) Website & Computer Software Upgrades 12,984 14,926 xii) Funding to RVRA – Auspices Funding (3 years) 25,000 25,000 xiii) Postage, Printing, Stationery & Publications 53,741 44,530 xiv) Printing & Publications including ALRC – Elder Abuse Inquiry (b) 32,815 - (a) The cost of new office equipment acquisitions to facilitate new and additional grants has been expensed to match the grants received. (b) Design and print of Elder Abuse Inquiry report, Annual Report and Elder Abuse conference material.
7) AUDITOR’S REMUNERATION Amounts received or due and receivable by the Organisation’s Auditor for: - Audit of the Financial Report 10,000 9,720 - Other Services 1,890 1,500 The Auditor received no other benefits from the Organisation.
8) RESERVE FOR REPLACEMENT ASSETS A reserve is made for approved future capital expenditure 48,000 28,000
9) GRANTS IN ADVANCE AND UNEXPENDED Family & Community Services (FACS) -2017 Grant unexpended – Carried forward Grant for Elder Abuse Conference 35,000 - Legal Aid (NSW) - 39,091 GIA – Liveable Communities Grant Net movement for the year 35,000 39,091
10) LEASE RENTAL COMMITMENTS Future lease rentals are payable as follows: Not later than one year 170,303 110,587 Later than one year but not later than two years 177,116 - Later than two years but not later than five years 440,454 - 787,873 110,587 The organisation signed a new lease commencing 1 November 2016 which included a rent free period for the first three months. The new lease is for 5 years to 31 October 2021 and has a 3 year option.
11) SEGMENT INFORMATION The organisation predominantly operates in the seniors aged care rights industry within Australia.
65 SENIORS RIGHTS SERVICE | ABN 98 052 960 862 SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
STATEMENT OF CASH FLOWS 2017 2016 $ $ CASH FLOWS FROM OPERATING ACTIVITIES Cash Received from Government Grants & Funding 2,227,754 1,830,731 Cash Payments for Operating Activities (2,142,893) (1,904,156)
Net Cash Inflow from Operating Activities (Note 2) 84,861 (73,425)
CASH FLOWS FROM INVESTMENT ACTIVITIES Interest Received 19,136 21,273 Proceeds on Sale of Vehicles - 19,000 Payments for Plant & Vehicles - (36,533)
Net Cash Inflow from Investment Activities 19,136 3,740
INCREASE (DECREASE) IN CASH HELD 103,997 (69,685)
Cash Balance at Beginning of Year (Note 1) 523,663 593,348
CASH BALANCE AT END OF YEAR (Note 1) 627,660 523,663
Note 1: Reconciliation of Cash Cash at End of Cash at End of Year Year Cash at Bank & on Short-Term Deposit 627,260 523,263 Cash in Hand 400 400 627,660 523,663
Note 2: Reconciliation of Net Cash Inflow from Operating Activities to Operating Surplus (Deficit) Operating Surplus (Deficit) for the Year 9,786 (15,796) Add/(Less): Depreciation 12,183 12,860 Profit on Sale of Vehicles - (3,403) (Increase)/Decrease in Other Current Assets 58,072 (66,088) Increase/(Decrease) in Payables (14,604) 7,985 Increase/(Decrease) in Provisions 22,651 18,714 (Increase) in Investment Activity (Interest) (19,136) (21,273) Increase/(Decrease) in Grants in Advance (4,091) (6,424) Increase/(Decrease) in Reserves 20,000 - Net Cash Inflow from Operating Activities 84,861 (73,425)
66 ANNUAL REPORT | 2016-2017 SENIORS RIGHTS SERVICE FINANCIAL REPORT FOR THE YEAR ENDED 30 JUNE 2017
DETAILED INCOME & EXPENDITURE STATEMENT 2017 2016 $ $ INCOME Grants Received - Recurrent (Including RVRA Funding) 2,103,454 1,844,546 One-off Funding 51,364 35,000 Interest Received 19,136 21,273 Sundry Income 12,028 16,700 Gross Income 2,185,982 1,917,519
Less EXPENDITURE Accounting & Audit Fees 11,890 11,220 Advertising 32,958 35,106 Bank Charges 1,620 1,260 Bookkeeping - - Conferences, Expos, Seminars & Workshop Expenses 34,205 14,643 Depreciation & Scrapped Assets 12,183 12,860 Disbursement 371 - Funding to RVRA – (Auspices Funding) 25,000 25,000 Insurances 5,366 5,603 Interest - - Legal, Consultants & Support Fees 58,463 44,553 Long Service, Annual & Sick Leave Provisions 6,459 28,735 Motor Vehicle Costs 7,274 7,823 Office Asset Equipment Acquisitions 34,346 1,149 Office Expenses & Amenities 20,916 26,286 Post, Printing, Stationery & Publications (Note 6 xiii & xiv) 86,556 44,530 Reference Literature & Software 4,668 4,136 Rent & Outgoings 132,172 169,757 Repairs & Maintenance 68,448 13,765 Salaries - Permanent & Relief Staff (including Workers Compensation Insurance) 1,371,618 1,259,472 Solicitor's Expenses 2,933 2,220 Subscriptions 16,756 14,115 Superannuation 127,138 117,377 TARS – Strategic Planning (Tri-Annual Expense) - 13,504 Telephone & Internet 23,501 20,990 Travel & Accommodation 46,591 35,147 Utilities (including Cleaning) 11,780 12,541 Website & Computer Expenses 12,984 14,926 Total Operating Expenditure 2,156,196 1,936,718
Add/(Less): Profit on Sale of Motor Vehicles - 3,403 Transfer to Reserve for Replacement Assets (20,000) - OPERATING SURPLUS (DEFICIT) for the Year 9,786 (15,796) YOUR RIGHTS YOUR VOICE LEGAL ADVOCACY EDUCATION
The staff and board of Seniors Rights Service would like to thank all of the organisation’s supporters. We rely on volunteers, media, funders, policy- makers, partners, friends, politicians and people in the community to help us spread the word in ensuring older people’s rights are upheld and their interests foregrounded. Undoubtedly, it is due to this support that Seniors Rights Service continues to grow and deliver vital services to vulnerable older people. Please share any knowledge or information you have gained from this report to others. Seniors Rights Service looks forward to making a meaningful difference in the lives of older people in the months and years ahead. We ask that you continue to include us in conversations in your own community and refer to us when an older person needs assistance.
Level 4, 418A Elizabeth St. Surry Hills NSW 2010 P (02) 9281 3600 P 1800 424 079 F (02) 9281 3672 info@seniorsrights service.org.au www.seniorsrightsservice.org.au Seniors Rights Service Incorporated ABN 98 052 960 862