ANNUAL REPORT

2018/2019

CONTENTS

MESSAGE FROM THE CHAIR AND THE CHIEF EXECUTIVE OFFICER 3

STRATEGIC PLAN .......................................................................................................7

2018/19 YEAR IN REVIEW ...........................................................................................8

SERVICES.....................................................................................................................9

MARKETS....................................................................................................................22

ACCESS...................................................................................................................... 26

REPUTATION..............................................................................................................28

TALENT....................................................................................................................... 36

2018 YOORALLA EXCELLENCE AWARDS ...............................................................39

BOARD MEMBERS.....................................................................................................43

FUNDRAISING.............................................................................................................48

KEY MANAGEMENT PERSONNEL............................................................................50

FINANCIALS................................................................................................................51

STATUTORY STATEMENTS......................................................................................56

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MESSAGE FROM THE CHAIR AND THE CHIEF EXECUTIVE OFFICER

Having celebrated our 100th anniversary the previous year, 2019 was another year of great achievement for Yooralla as we successfully transitioned to the new National Disability Insurance Scheme (NDIS) environment, made further improvements to our quality and customer engagement frameworks and delivered a good operating result.

The year was marked by the transition of 94% of Yooralla’s eligible customers to the NDIS, while the organisation also continued to support children and older people whose services were funded from both State and Federal Government resources.

As at 30 June 2019, Yooralla supported:

2,739 existing customers who have transitioned to the NDIS 758 non-NDIS customers, and 150 new NDIS customers in the 2018/19 financial year.

Royal Commission

With the announcement of the Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability, Yooralla expressed its support for the inquiry and committed to supporting customers and employees to engage with the Commission.

It is Yooralla’s intention to make a submission to the Royal Commission, focusing on its commitment to upholding the human rights of people with disability by enhancing the safety and quality of its services through a program of change and reform.

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National Redress Scheme

In the past, Yooralla provided supports for children with disability in institutional settings. In recognition of this historical service, Yooralla has joined the National Redress Scheme, which was set up in response to the Royal Commission into Institutional Responses to Child Sexual Abuse.

Employee engagement

Yooralla is focused on having engaged, responsive and skilled employees who demonstrate the organisational values. Employee Engagement Surveys were conducted in 2016 and 2018 and the 2018 survey demonstrated:

a better response rate higher scores for all eight dimensions of culture and engagement that the signature strengths, which remained the same, scored better that the signature strengths related to a strong culture of safety, meaningful work,

good training, good behavioural guidelines, clear expectations, helpful co-workers and a strong motivation to make a greater effort, and

that the scores had also increased for the previously noted areas for improvement such as pay and benefits, change management, levels of job related stress, job clarity and management of underperformance.

Following organisation-wide consultation, an action plan was developed and implemented.

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Community engagement and consultation

Yooralla has, again, appreciated the support it received from members of the Yooralla Community Partnership Advisory Committee (YCPAC).

Matters that were discussed during the year included:

Yooralla’s Disability Employment Action Plan Transition to the NDIS Residential fee changes NDIS pricing Transport provision Improving Food project Occupational violence and rights and responsibilities A request for the use of surveillance cameras in a residential setting Rationalisation of Community Hub services Closure of mainstream kindergartens Recertification audit outcomes Safeguarding and Code of Conduct e-Learning Easy English version of the Charter of Rights Internet services to residences Annual complaints report, and Customer identification (for instance, wristbands/lanyards).

Recertification audits

Yooralla underwent a comprehensive, organisation-wide external recertification audit in 2017/18 and was found to be compliant with the Victorian Department of Health and Human Services Standards and the National Standards for Disability Services.

In 2018/19, surveillance audits were conducted in January 2019 and May 2019. On both occasions, there were no “non-conformances”, with the auditors making the following comments:

Customers were happy and felt welcome at Yooralla The organisation upheld the rights of supported employees

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Yooralla had a thorough incident reporting and monitoring process with both customers and employees being well supported during investigation processes

There was a strong focus on strategic planning, goal setting, internal audits and risk management

There was a professional approach to leadership at all levels of the organisation Yooralla’s innovative approach to resolving issues and the use of data to improve

practice was highly commended.

Yooralla is now in readiness to be assessed against the NDIS Safety and Quality Commission’s requirements.

Financial result

The result for the 2018/19 year was a surplus of $2.2M. Details are provided in the Annual Financial Report.

Expressions of gratitude

The Board wishes to thank all employees and volunteers for a year in which much has been achieved in the midst of ongoing change and reform. This culture of continuous improvement is encouraged to facilitate the delivery of high quality, safe, customer-driven, individualised supports so that people with disability are able to achieve independence and equality.

The Board also thanks outgoing Board Director, Dr Wayne Ramsey (May 2013 to December 2018) for steering the organisation through challenging times in his role as Board Chair. Wayne was also the Chair of the Service Delivery and Quality Committee and the Yooralla Community Partnership Advisory Committee. Yooralla’s safeguarding, risk and research frameworks were significantly enhanced owing to Wayne’s expertise in these fields.

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STRATEGIC PLAN

Yooralla’s five-year Strategic Plan outlines Yooralla’s approach and strategic priorities from 2014 to 2020.

The plan was developed in 2014 to prepare Yooralla’s individualised and customer responsive services for the NDIS. It was reviewed and refreshed by the Board in 2017.

Smart Choices Agenda 2020

OUR STRATEGIC PRIORITIES

ServicesYooralla will focus on improved service delivery based on evidence-based outcomes and people with disability will inform the development of new services. We will build digital solutions to create more inclusive customer experiences and ensure our services are efficient and sustainable.

Markets Yooralla will focus on growing services in new and existing markets. We will create partnerships to improve outcomes for customers and build our productivity in a more competitive market.

Access Yooralla will ensure customers can easily connect with and use Yooralla services. We will provide transparency and offer flexibility to move in and out of services. We will build one central point of access and provide outstanding customer service.

Reputation Yooralla will build its brand in the market and leverage our experience to influence community opinion, disability policy and decisions that support our vision. We will invest in research and development to build inclusive practices, improve equality and ensure human rights are upheld.

Talent Yooralla will build an engaged, customer focused and responsive workforce who are educated, skilled, inspired and who demonstrate our Yooralla values. We will focus on attracting, developing and retaining the best people and invest in developing our future leaders.

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2018/19 YEAR IN REVIEW

630 People attended Yooralla’s centenary celebration, 2018 Annual General Meeting & Big Day Out

As at 30 June 2019, Yooralla supported:2,739 existing customers who have transitioned to the NDIS758 non-NDIS customers, and150 new NDIS customers in the 2018/19 financial year.

Yooralla has 1,858 employees.

Volunteers contributed 17,742 hours of service. It is an average of 341 hours of service per week.

2502 Guides downloadedPrepare guide 1,025Implement guide 336Child guide 952Next plan guide 189

Yooralla’s Community Engagement team held 525 one-on-one sessions with carers and people with disability across Victoria

Employees completed6,490 courses9,962 e-learning16,452 total number of courses

Yooralla Catering 1,872 event catered

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SERVICES

Yooralla will focus on improved service delivery based on evidence-based outcomes and people with disability will inform the development of new services. We will build digital solutions to create more inclusive customer experiences and ensure our services are efficient and sustainable.

Community Services

Last financial year was one of innovation and growth for the Community Services Division.

The Support Coordination service continued to experience strong year-on-year growth, supporting participants to understand and implement their National Disability Insurance Scheme (NDIS) plans to successfully meet their NDIS goals.

Yooralla merged management of its Personalised services and Recreation services during the year and implemented a regional structure consistent with Yooralla Community Hubs. This further enhanced the customer focus of supports, with one back of house team supporting customers to achieve their goals at home or in community settings.

The Division continued to review its services to ensure it met customer expectations, while remaining sustainable under the NDIS. As a result, there was a change to the number of Community Hubs in Melbourne’s Inner East. Two Community Hubs, the Mont Albert Community Hub and the Naroo Community Hub, closed in April. The Hubs’ employees and customers were supported to transition to the other four Yooralla Hubs in the area.

Yooralla’s Learning Hub moved from Melbourne’s Central Business District to Footscray in June 2019, to share the site with Yooralla’s Business Enterprise and Yooralla’s Catering teams. The Footscray site, which features generous office space, multiple classrooms and access to kitchen facilities, was refitted to accommodate the Learning Hub employees and customers. To facilitate a smooth transition, the Learning Hub

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customers and their families took part in planning for the transition, which included travel training to the new location.

This year, Yooralla concluded its provision and support of mainstream kindergarten services, as part of the focus on sustainability in the NDIS environment.

Yooralla also launched a new Life Skills program in Inner Eastern Melbourne, tailored for people with disability living at home with family or carers, or in shared accommodation, looking to move out and live independently. The program builds on similar programs already offered through Yooralla’s Community Hubs, with the key difference being that participants can learn and practice their skills in a home setting.

Depending on the participants’ goals and needs, the 10-week program can include the following:

money skills and developing and following a budget household care laundry and clothes care preparing a healthy weekly menu shopping for groceries cooking and healthy eating, and hygiene and personal care.

Yooralla’s Business Enterprise in Footscray, one of Yooralla’s four Business Enterprises, had a particularly robust year.

The establishment of a new clean room facility, where specialist high-tech equipment is used to prevent contamination during the food manufacturing process, opened up a new business niche for the Business Enterprise. This resulted in several new, long-term commercial contracts for packing loose food items under the Hazard Analysis Critical Control Points (HACCP) standards.

The addition of the clean room offers new skills-based training opportunities for Yooralla’s supported employees.

This investment is one of many positive capacity and business development strategies undertaken at the Footscray Business Enterprise.

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After successfully applying for a grant through the Victorian Government’s Boost Your Business Voucher funding program (which aims to support businesses to become more productive and improve market access) the Division was able to undertake a business review and design a roadmap for how to:

Further develop Yooralla Catering, which is part of Yooralla’s Footscray Business Enterprise, into a sustainable social enterprise (including the establishment of a new online food ordering system)

Leverage the capability of the new clean room, and Streamline and enhance business operations to further develop skills-based

opportunities for an increasing number of supported employees.

Yooralla continues to value its volunteers who provide support in the organisation’s Opportunity Shops in Benalla and Chelsea, as well as at residential sites and in community settings.

This year Yooralla also warmly welcomed some corporate volunteers to work alongside our employees to support five customers to undertake an Adventurous Journey to meet their goals in the Duke of Edinburgh Award program.

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A Duke of Edinburgh Award adventure to remember forever

A group of Yooralla customers from regional Victoria achieved The Duke of Edinburgh’s International Silver Award after successfully conquering the last section of the award program, the Adventurous Journey.

Supported by Yooralla employees and volunteers, Geordie, Kaity, Steph and Josh from Yooralla’s Benalla Community Hub, and Josh from Yooralla’s Wangaratta Community Hub, embarked on a two-day adventure to Melbourne in June 2019, as part of the program.

Graeme Brennan, Service Leader at Yooralla’s Benalla Hub, said the trip began with the customers catching a three-and-a-half hour train from Wangaratta to Melbourne.

“Once in Melbourne, the customers made their way to Yooralla’s Learning Hub, where they met up with our four corporate volunteers from affiliated organisation Perpetual,” he said.

Steph, one of the customers, said the group then headed to the Melbourne Aquarium to learn about sea life.

“The volunteers were awesome fun and the aquarium was great. I loved the sharks! It’s really fun meeting new people from different towns too,” she said.

The group then navigated their way to the first accommodation for the trip, the Mantra Hotel in Southbank, where the volunteers supported the customers to make dinner. Graeme said the following day the group was up early to meet with the volunteers again for the final adventure of the trip, an overnight stay at the Werribee Open Range Zoo.

“After travelling by train and taxi, we arrived at the zoo where we enjoyed a VIP bus tour of the safari park, which included a meet and greet with a special member of the zoo, a rhino!” said Debby.

Josh, who attends Yooralla’s Benalla Community Hub, said his favourite part about the zoo was seeing the lions up close.

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“It was amazing, hearing them roar. We also got to pat the rhino. He was huge!” he said.

After a long day of touring the zoo and meeting and patting various animals, including snakes and a tortoise, the group was shown to their huts after enjoying a buffet style dinner.

The next morning, the customers were taken to a large enclosure next to a pond, where four huge hippos were enjoying their breakfast, all within about two metres of the excited group.

Josh, who attends Yooralla’s Wangaratta Community Hub, said that he would remember the adventure forever.

“This was a once in a lifetime experience and I really had such a great time with all my friends,” he said.

Yooralla partnered with The Duke of Edinburgh’s International Award Victoria (the Award) in 2018 to create more opportunities for Yooralla’s young customers.

The Award is a youth development program designed to empower young Australians aged 14 to 24 to explore their full potential.

The Award is comprised of three levels. Each level is progressively more challenging and has four sections: Service, Physical Recreation, Skills and the Adventurous Journey.

The aim of the Adventurous Journey is to provide participants with the opportunity to learn more about the wider environment and develop their self-confidence, teamwork and health.

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Residential and Respite Services

The Residential and Respite Division has seen a year of consolidation and development.

Committed to continuously improving the quality of its services, the Division maintained its focus on upgrading Yooralla-owned residential sites to ensure they met the ‘Fully Accessible’ Specialist Disability Accommodation (SDA) design category criteria under the NDIS.

SDA is designed to cater for people with disability who require specialist housing solutions. ‘Fully Accessible’ SDA incorporates a high level of physical access provision for people with significant physical impairment, with features including:

External doors and external outdoor private areas, accessible by wheelchair Bathroom vanity/hand basin, accessible in seated and standing positions Power supply to doors and windows (blinds), for retrofit of automation as

necessary, and Other facilities, such as the kitchen sink, cooktop, meal preparation bench area

and key appliances (dishwasher, oven, microwave oven, laundry appliances), accessible in seated and standing positions.

Five Yooralla sites were upgraded this year to meet the ‘Fully Accessible’ SDA standards. The SDA upgrades will continue into the future.

The construction of the new purpose-built residential site in Wattletree Grove in Benalla is progressing well and will be completed this financial year. Future residents, Yooralla customers who currently live at a residential site nearby, were actively involved in the development of the design of their new home, and chose all interior finishes of the home, including the colour palettes. Yooralla is building the home in partnership with Beyond Housing – the largest community housing organisation within the Goulburn and Ovens Murray regions of Victoria.

To support NDIS participants with approved SDA and Supported Independent Living (SIL) NDIS funding, who might be looking for suitable accommodation, a new page was created on the Yooralla website, featuring all available residential accommodation vacancies the organisation has across Victoria.

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The website page provided information on each house with a vacancy, including the layout of the house, nearby amenities, heating and cooling details, garden and parking information and a floor plan. To ensure resident compatibility, a description of the current tenant mix was also provided.

Yooralla also continued to work with the National Disability Insurance Agency (NDIA) to support customers and families thorough the complexities of SIL arrangements and specialised disability supports under the NDIS.

This year, Yooralla worked with a dietician to develop a new healthy eating program to support residential customers to achieve and maintain optimal health through healthier food choices.

The program, called Eating Well for Better Health, is to be offered to all residential services after a successful initial implementation at pilot, which resulted in sustained and measurable outcomes, including:

a reduction in diabetes medication a planned weight loss of between three and 15 kgs per resident improved understanding of the benefits of a balanced diet and healthy meal

preparation, and an increased confidence in employees supporting residents with meal planning

and the preparation of nutritionally valuable food.

Participation in the program is optional and will be available to all residential customers at Yooralla.

As part of the longer term plan to recruit more registered nurses to Yooralla’s Ventilator Accommodation Support Service (VASS), Yooralla has been working with neighbouring hospitals and universities. This has resulted in partnerships with:

RMIT University, to establish a nursing undergraduate student placement program at VASS, and

Northern Health, to establish a postgraduate respiratory nursing rotation program, Advanced Practice Respiratory Course: Care across Continuum.

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Registered nurses play a fundamental role at VASS, given the high and complex health support needs of residents and respite customers.

To ensure the wider nursing community has a good understanding about the unique model at VASS, Yooralla also organised for a VASS resident to present to undergraduate nursing students at a university. The presentation was very well received and generated considerable interest in undergraduate nurses seeking future placement opportunities at VASS.

The inaugural nursing undergraduate placements commenced at VASS in June and were positively received by residents. Some of the feedback from residents included:

“Fantastic person with such great attitude; wants to help me do anything I possibly can.”

“Great job; included me in the process, which I loved.”

Yooralla VASS customers attend tracheostomy forum

A group of customers from Yooralla’s Ventilator Accommodation Support Service (VASS) in Thornbury attended one of the key annual tracheostomy forums in Melbourne during the year.

Kristy McMurray, the Manager of VASS, who previously worked at the Austin Hospital as a Senior Clinical Nurse Consultant in the Tracheostomy Review and Management Service (TRAMS), said she was keen to ensure the customers had an opportunity to attend the Austin Hospital event.

“The purpose of the forum is to get people who live, or have lived with a tracheostomy and those who have cared for them, to hear about what is happening around the world in tracheostomy, learn from each other and share their experience,” she said.

The Global Tracheostomy Collaborative Patient, Family and Carer Forum is a collaborative project between Austin Health’s TRAMS, the Global Tracheostomy Collaborative (GTC) and Victorian Respiratory Support Service.

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Christine Knee Chong, from TRAMS, who organised the forum, said the event included lunch and entertainment and was open to anyone who lives with a tracheostomy or has had a tracheostomy and their carers.

“As part of our Thriving with a Tracheostomy in the Community recognition initiative, the customers who attended were presented with beautiful cards made by a young lady with a tracheostomy and her mum, congratulating them on thriving with a tracheostomy in the community. Likewise, the staff also received cards for providing optimal patient care,” she said.

Kristy said the two-hour event was a success and everyone came away smiling.

“It was a great afternoon filled with singing, dancing and bongo drums,” she said.

Yooralla’s VASS is a unique service that was purpose built for people who are dependent on mechanical ventilators and require high level 24-hour support. It is the only one of its kind in the Southern Hemisphere and offers both residential and respite accommodation.

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Allied Services and Wellbeing

The 2018/19 financial year was a time of consolidation for the Allied Services and Wellbeing (ASW) Division.

The Division continued to focus on providing services to children and families based on evidence-based Family-Centred Practice, recognising that the family is the most important influence in a child’s life. Family-Centred Practice identifies and builds on each family’s strengths, improving wellbeing and self-efficacy. Practitioners continue to link families to community services, promoting choice, opportunity and social inclusion.

Committed to delivering evidence-based services, Yooralla launched the first aquatic physiotherapy program in Melbourne’s West for children with disability. The focus of the program, which is now funded under the National Disability Insurance Scheme (NDIS), is to support children in developing day-to-day life skills. Properties of the water are used, combined with a variety of physiotherapy treatment approaches, to address each child’s specific therapeutic goals.

Yooralla’s Early Intervention Therapists also continued to provide support to children and their families through the ‘On the Move’ program, which aims to encourage independent mobility for young children with disability. This year the program gradually transitioned to a fee-for-service model to enable growth, with the number of enquiries continuing to rise. Over the past 12 months, 31 children ranging in age from 14 months to five years have been able to trial a Wizzybug for between three and 12 months.

Committed to sharing insights throughout the sector, the team held presentations on Yooralla’s ‘On the Move’ program, discussing the importance of early powered mobility and its influence on social, cognitive and daily living skills in children under five years old with mobility limitations, at:

The Source Kids Disability Expo, and The International Society on Early Intervention Conference.

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Changes to Yooralla’s ASW services

To ensure that Yooralla remains sustainable in the NDIS market, the Division undertook assessments of its sites and services this year.

As a result, Yooralla’s Communication and Assistive Technology services transitioned to a new service delivery model, designed to enable continuity of services that are viable in the NDIS.

ComTEC, Independent Living Centre (ILC) phone advice and information services and the National Equipment Database, will continue, operating from a new location, in Sunshine.

Yooralla’s Library, the Equipment Library and ILC assistive technology displays in Braybrook and Blackburn have concluded.

Yooralla opened new offices in:

Mitcham, where the ASW teams from the former Blackburn and Tecoma offices are now based. This location was chosen due to the growth in demand for Yooralla’s Therapy services in Melbourne’s East

Broadmeadows, where the team from the former Glenroy office was relocated. The new site has been adapted to the needs of the Therapists and Support Coordinators who will work there, and

Sunshine, where the following teams and services will now be based: the ASW West team, ComTEC, Electronic Communication Devices Scheme, ILC and Support Coordination.

Yooralla will also continue to deliver professional development courses relating to Assistive Technology.

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Ethan on the right track thanks to Yooralla’s early intervention supportYooralla’s early intervention support has been vital for Ethan, who was diagnosed with cerebral palsy following complications at birth, says his mum Cindy.

“Ethan would not be able to live the life that he leads right now without the support of Yooralla’s early intervention service. The list of things he would not be able to do without early intervention is endless!” she says.

Ethan, 6, who uses a wheelchair and a walking frame, now attends a mainstream primary school with the support of a Yooralla Occupational Therapist.

When the family was first told that Ethan had cerebral palsy, Cindy says they didn’t know who to turn to for support.

“I was just overwhelmed with what I should be doing,” she says.

When Ethan was 12 months old, the family was linked with Yooralla’s Specialist Children’s Supports and Ethan started developmental and rehabilitation programs including physiotherapy and speech therapy.

Cindy says that Yooralla provided support not just for Ethan but for the whole family.

“Yooralla guided us through the initial diagnosis of cerebral palsy and linked us into other supports and services, which we would not have known about. It gave us a clear direction and positive reinforcement that we were doing the right things and were on the right track with Ethan,” she says.

Cassie Kenyon, Director of Yooralla’s ASW team, says that getting the right support early on was critical for both children and their families.

“Early invention is crucially important because during those early years of a child’s life, the brain is developing very quickly,” says Cassie.

Early Childhood Intervention Services (ECIS) covers supports such as physiotherapy, occupational therapy, psychology, special early childhood educators and family support and counselling, for children from birth to the age of six.

ECIS funding has transitioned from state-based block funding to the NDIS funding.

“I see this as smoothing out the transitions for people between preschool and school age, and again between primary school and high school…and then again from high school into employment,” says Cassie.

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Cindy says Yooralla also supported the family to prepare for the NDIS.

“Yooralla also supported us in applying for equipment such as specialist seating, toileting and bathing aides and a communication device. Ethan is becoming so much more independent and he is full of life and determination,” she says.

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MARKETS

Yooralla will focus on growing services in new and existing markets. We will create partnerships to improve outcomes for customers and build our productivity in a more competitive market.

Yooralla’s Community Partnership Advisory Committee update

Yooralla’s Community Partnership Advisory Committee (YCPAC) met regularly in the 2018/19 financial year, to review various operational and strategic matters.

YCPAC, a cooperative endeavour, underpinned by mutual respect and equality, is a Board Advisory Committee comprised of customers, family members and carers, who provide feedback and advice to the Board on a range of matters.

Reporting to the Yooralla Board, YCPAC provides an opportunity for constructive dialogue with Yooralla customers when the organisation is designing and implementing change. The input of YCPAC members strengthens decision making at Yooralla through regular two-way communication.

This year the members were:

Ms Irene Anderson Mr John Barnett Dr Charmaine Hall Mr Peter Johnstone Ms Susanne Jones Ms Michelle McFarlane Ms Catherine Mary Reid Ms Nancy Sadka Mr Sean Walsh Mrs Lynette Zanchetta

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Dr Michael Walsh, Committee ChairYooralla Board

Ms Jennifer Williams, AM Yooralla Board

Dr Sherene DevanesenYooralla, and

Ms Elaine Krassas, Convener Yooralla

This year the Committee Advisors were:

Mr Rod CaracherYooralla, and

Ms Leanne Turner Yooralla.

Yooralla welcomed Dr Michael Walsh as Committee Chair during the year.

Yooralla would like to thank the members who resigned this year, for their invaluable contributions and commitment:

Dr Wayne Ramsey, Chair of YCPAC since inception, who retired from his position on the Board of Yooralla after five years of service

Ms Irene Anderson, and Ms Catherine Mary Reid.

Please refer to the Chair and Chief Executive Officer message for more information about YCPAC’s key activities and achievements for the year.

Yooralla would like to thank all members for their invaluable contributions.

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Third year of NDIS rollout

The National Disability Insurance Scheme (NDIS) further expanded across regional Victoria and metropolitan Melbourne during the year in the following areas:

Hume Moreland Bayside Peninsula Southern Melbourne Goulburn Outer Gippsland Mallee Western Melbourne, and Brimbank Melton.

The NDIS rollout in Victoria was scheduled to be completed by June 2019. While the NDIS is now available across the state, some eligible Victorians with disability, including some of Yooralla’s customers, are yet to transition to the scheme. Yooralla is continuing to support people with disability, including our customers, to transition to the NDIS.

As at 30 June 2019, 94% of Yooralla customers have transitioned to the NDIS.

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Engaging with the community

Yooralla’s Community Engagement team has continued meeting with people with disability and their carers, to support participants to make the most of the NDIS.

Yooralla supports people at all stages of their NDIS journey, whether they want to know:

if they, or the person they care for, are eligible how to prepare for their planning meeting, or how to implement their NDIS plan.

Yooralla’s Community Engagement team held more than 500 free one-on-one NDIS discussions across Victoria this year. Yooralla received extensive positive feedback from the people who attended these sessions. The team was also prominent at 22 disability events throughout Victoria, answering questions about the NDIS and Yooralla’s services.

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ACCESS

Yooralla will ensure customers can easily connect with and use Yooralla services. We will provide transparency and offer flexibility to move in and out of services. We will build one central point of access and provide outstanding customer service.

The 2019 Customer Satisfaction Survey

This year, all Community Hub and Residential services’ customers were invited to complete Yooralla’s annual Customer Satisfaction Survey.

The survey results revealed that:

94% of respondents were either satisfied or very satisfied with the services they received from Yooralla

94% of respondents agreed or strongly agreed with the statement that “staff understand my needs”

92% of respondents agreed or strongly agreed with the statement that “staff help me work towards my goals”

88% of respondents agreed with the statement that “staff tell me about changes that are happening with the services I use”, and

95% of respondents agreed with the statement that “staff explain things to me clearly”.

Insights gained from the survey complemented the findings from the analysis of unsolicited feedback received in the form of complaints, compliments and suggestions.

Since the introduction of the survey in 2015, there has been a substantial increase in the percentage of customers who said they felt confident that they would know how to make a complaint if the need was to arise. This reflects a concerted effort from across Yooralla to ensure that customers understood their right to provide feedback.

The 2019 survey, which was conducted between 26 February 2019 and 1 April 2019, had a response rate of 20.1%. Participants were given the choice of completing the

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survey online or via a printed questionnaire. Two versions of the printed questionnaire were available, one in plain English and one in Easy English.

Yooralla’s annual Customer Satisfaction Surveys play a key role in shaping our approach to continuous quality improvement.

KRONOS

Committed to continuous improvement, Yooralla has commenced the implementation of a leading workforce management system, Kronos.

Kronos will be introduced across Yooralla’s Residential and Respite Support Services and Community Services, to:

enhance rostering practices standardise employee booking and time recording reduce manual processing, and create real-time reporting and tracking.

The solution will be piloted at five sites, before being rolled out across the organisation in the 2019/20 financial year.

Yooralla’s Customer Management System

As part of our continuous improvement program, in June 2019, Yooralla implemented a major upgrade to our Customer Management System (CMS).

This system manages service agreements, service delivery and billing. The upgrade provided improved support for Yooralla’s Quoting and Billing activities under the NDIS.

Further productivity improvements to the CMS are in progress, and planning is under way to support the rollout of enhanced CMS functionality to all Yooralla sites during 2019/20.

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REPUTATION

Yooralla will build its brand in the market and leverage our experience to influence community opinion, disability policy and decisions that support our vision. We will invest in research and development to build inclusive practices, improve equality and ensure human rights are upheld.

Research update

Aboriginal and Torres Strait Islander engagement in disability services

This project was jointly funded by Yooralla and the Swinburne Social Innovation Institute, under the Collaborative Research Agreement Seed Grant Scheme. It was a one-year collaboration between Yooralla, Swinburne University and the First Peoples Disability Network (FPDN).

The Lead Principal Investigator was Dr Justin Trounson, Swinburne University’s Inaugural Aboriginal and Torres Strait Islander Fellow. The project aimed to explore the barriers and facilitators of engagement in disability services for Aboriginal and Torres Strait Islander people with disability.

The project consisted of two parts:

a systematic review of existing research, and

a survey of Aboriginal and Torres Strait Islander customers, the parents/guardians of Aboriginal and Torres Strait Islander children, Aboriginal and Torres Strait Islander employees, and employees who support Aboriginal and Torres Strait Islander customers.

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Promoting family carer support for decision-making and choice in the NDIS pre-planning phase

Yooralla funded a one-year project that was developed in partnership with Associate Professor Paul Ramcharan, Dr Christina David, Belinda Johnson and Susan Rouch, from the School of Global, Urban and Social Studies at RMIT University.

The project, titled “On the same page: Promoting family carer support for decision-making and choice in the NDIS pre-planning phase by addressing emotional and support needs”, aimed to explore best practice in supporting family partnerships in the National Disability Insurance Scheme (NDIS) pre-planning phase. This was in order to promote the psychosocial wellbeing of those involved in this process, with a particular focus on carers.

Findings from the review of contemporary practice and academic literature were explored by key stakeholders with relevant lived experience to co-design options for a Carer Partnership Framework.

The framework incorporated essential principles and evidence-based practices for pre-planning and partnership approaches in the NDIS context. Following workshops, deliberative focus groups were held with people with disability, including disability advocates and Yooralla workers involved in NDIS planning. The focus groups explored people’s experiences and tested the acceptability, utility and practicality of best practice themes developed from the first workshop and informed by the knowledge review.

The research findings will assist Yooralla in our work to support and partner with carers in the pre-planning period that later goes on to inform NDIS planning.

The Pursuit of Wellbeing study

This National Health and Medical Research Council (NHMRC) Partnership Grant with the University of Melbourne, Monash University, Deakin University and the Royal Children’s Hospital was planned to run from 2014 to 2018 however was extended into 2019. The project’s formal title is “Developing and evaluating a new cost effective health and wellbeing model of care for children with a disability and their carers”.

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Early Childhood Intervention Services (ECIS) support children with disability or developmental delay from birth to school entry, with the aim to achieve optimal outcomes for children and their families.

This trial was developed in response to the negative cycle of low professional confidence to support parents’ mental health, increased key worker stress, and high turnover of employees working within a disability service setting.

A capacity building intervention program was implemented across six Yooralla ECIS Hubs over a nine-month period, for key workers to improve parent and employee mental wellbeing. The primary outcome was key workers’ self-efficacy in supporting parental mental wellbeing. Secondary outcomes included managers’ self-efficacy in supporting key workers and employee perceptions of supervisory support, employee job-related mental wellbeing, parental satisfaction with their key worker, parental mental wellbeing, and cost-consequence of the program.

Living the Good Life project, La Trobe University

Yooralla is one of several organisations involved in continuing independent data collection about the quality of employee support and service user outcomes in their Supported Accommodation services; and incorporating additional data about culture in The Living the Good Life project, led by Professor Christine Bigby from La Trobe University.

The aim of this longitudinal study is to identify the organisational structures and processes associated with the successful and sustained delivery of person-centred active support for residents with intellectual disability. The study also seeks to identify factors associated with practice leadership across 15 disability services providers nationally.

Nine Yooralla residential services were selected and agreed to take part in the project in 2018/19, with data collected in December 2018 and January 2019.

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Research and publications completed

Ross, J., McMurray, K., Cameron, T., Lanteri, C. Use of a Silicon Stoma Stent as an Interim Step in High-Risk Tracheostomy Decannulation. OTO Open 2019; 3(1): 2473974X19836432.

Davis, E., Young, D., Gilson, K.M., Reynolds, J., Carter R., Tonmukayakul U., Williams K., Gibbs L., McDonald R., Reddihough D., Tracy J., Morgan J., Ireland P., Kenyon C., Carracher R. A Capacity Building Program to Improve the Self-Efficacy of Key Workers to Support the Wellbeing of Parents of a Child With a Disability Accessing an Early Childhood Intervention Service: Protocol for a Stepped-Wedge Design Trial. JMIR Res Protoc 2019; 8(4):e12531.

Davis E., Young D., Gilson K.M., Swift E., Chan J., Gibbs L., Tonmukayakul U., Reddihough D., Williams K. A Rights-Based Approach for Service Providers to Measure the Quality of Life of Children with a Disability. Value in Health 2018; 21(12):1419-1427.

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Presentation

Avery, S., Trounson, J., McRae, K. & Dew, A. (June 2019) Sovereignty of Our Wellbeing - Community Leadership in Inclusion and Disability Research, The Lowitja Institute International Indigenous Health and Wellbeing Conference.

Bredin, J. (May 2019) Consumer Voice: Experiences & Key Challenges, 2019 Navigating the Complexities of Disability Housing Conference.

Curtis, S. (May 2019) Supporting dignity of risk with persons with disabilities and common barriers under NDIS, The Australia Physiotherapy Association (APA) Disability Aquatic Presentation.

Hamilton, N. & Grasso, M. (November 2018) Trials and Tribulations; Adapting Service Delivery for Better Outcomes in Alternative and Augmentative Communication, 2018 ARATA Australian Assistive Technology Conference.

Harraway, D. (November 2018) Making it Real. A Quick dive into Open Source and Maker Solutions and their potential for Assistive Technology, 2018 ARATA Australian Assistive Technology Conference.

Henderson, N. & Shugg, J. (June 2019) Early Powered Mobility and the Influence on Social, Cognitive and Daily Living Skills in Children Under 5 Years with Mobility Limitations, The International Society on Early Intervention Conference.

Ireland, P. (July 2018) Aboriginal and Torres Strait Islander Engagement in Disability Services, The National Disability Services Research Workshop.

Kopetko, R. & Stevenson, G. (June 2019) Presentation by Chi Ryan, The Adobe Symposium: The Digital Experiences Conference.

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AWARD

Yooralla won two 2019 Victorian Disability Awards

Yooralla was the winner in two categories of the 2019 Victorian Disability Awards.

Yooralla’s Board Member, Dr Jane Tracy, won the Lifetime Achievement Honour Roll and the Ventilator Accommodation Support Service (VASS) Steering Committee, won the Excellence in Promoting Rights, Fairness and Safety Award.

Yooralla’s Equal@Work program partnership team was also a finalist in the Excellence in Employment Outcomes Award category.

The Victorian Disability Awards recognise the achievements of organisations, individuals and teams that support, lead, educate and advocate for people with disability, increasing their rights and participation.

Dr Jane Tracy – the Lifetime Achievement Honour Roll

Yooralla’s Board Member, Dr Jane Tracy, has made a highly significant contribution to the disability sector over the past 30 years. As a long-standing and well-respected medical professional, academic, author, lecturer, public speaker, disability rights advocate and parent of an adult son with disability, Dr Tracy has an exemplary track record of creating systemic change within the disability and healthcare sectors towards individualised and rights-based support for people with disability.

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The VASS Steering Committee

The VASS Steering Committee (SC) was formed in 2007 by a group of volunteers, comprised of those who are dependent on ventilation or have a ‘lived experience’, to represent the rights for over 1,000 ventilator dependent Victorians.

The VASS SC has been at the forefront of advocating for the rights, fairness and safety of ventilated dependent people, in educating the medical community about their needs, and ensuring that VASS continues to provide a best-in-class social model of person-centred care.

The VASS SC was fundamental in the creation of Yooralla’s VASS, a world-class purpose built accommodation, which provides tailored supports for ventilator dependent people.

Yooralla’s Occupational Therapist won Assistive Technology Award

Yooralla’s Occupational Therapist with ComTEC, David Harraway, was awarded the Australian Rehabilitation Assistive Technology Association (ARATA) Soft Technology Award at the 2018 Australian Assistive Technology Conference.

The ARATA Soft Technology Awards recognise developments, improvements and innovations in service delivery to Assistive Technology (AT) users and in the AT service industry.

ARATA provides a forum for information sharing and liaison between people who are involved with the use, recommendation, customisation, supply and ongoing support of AT.

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Yooralla Disability Support Worker won top volunteering award

A Yooralla Disability Support Worker, received the prestigious Government of Victoria Award for Excellence in Multicultural Affairs for his long-running volunteer work and was invited to a celebratory reception with the Duke and Duchess of Sussex.

Puneet Gulati, Lead Support at Yooralla’s Ventilator Accommodation Support Service (VASS), was recognised for his volunteer work for various non-profit organisations and commitment to empowering diverse communities, with a strong focus on tackling harassment and bullying.

Victoria’s Multicultural Awards for Excellence are held every year to recognise individuals and organisations that foster cross-cultural understanding, support migrants and refugees, and celebrate and promote diverse cultures.

Yooralla won prestigious marketing award

Yooralla won the 2018 best Victorian marketing campaign in the not-for-profit sector, awarded by the Australian Marketing Institute (AMI).

Yooralla’s Marketing, Sales and Communications team won the award for Yooralla’s integrated campaign for the National Disability Insurance Scheme (NDIS) market. The AMI awards recognise professional excellence in marketing practice in innovation, strategy and creativity.

The campaign involved one-on-one meetings with the people with disability and carers, digital advertising, extensive information on the NDIS in the form of NDIS guides, content, videos and Easy English materials leveraged through the Yooralla website, intranet, newsletters and social media.

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TALENT

Yooralla will build an engaged, customer focused and responsive workforce who are educated, skilled, inspired and who demonstrate our Yooralla values. We will focus on attracting, developing and retaining the best people and invest in developing our future leaders.

Workforce update

Yooralla is committed to continuously improving the organisation’s culture.

The bi-annual Employee Culture and Engagement Survey was conducted by an independent research organisation. The survey measures eight dimensions of culture and engagement. There was an increase in results across all dimensions of the survey and an 8% increase in response rate. This indicates that Yooralla’s Organisational Action Plans, developed in response to the survey, are executed effectively.

The graph below shows ‘Engagement in my work and my job satisfaction’ as the highest scoring dimension. There were also strong improvements in the Health, Safety and Wellbeing dimension, the Planning, Performance and Information Sharing dimension and the Organisational Culture and Behaviours dimension.

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Yooralla (Target Value = 4.0) 2018 2016

Engagement in my work and my job satisfaction 4.03 3.95

Health, Safety and Wellbeing 3.99 3.77

Organisational Culture and Behaviours 3.92 3.69

Executive Leadership and Immediate Management 3.87 3.72

My Learning and Development 3.87 3.74

My Immediate Work Environment 3.79 3.69

My Role 3.63 3.53

Planning, Performance and Information Sharing 3.62 3.39

Average 3.83 3.66

Following analysis of the results, a new 2018-2020 Organisational Action Plan was developed and implemented.

Over the year, the People and Culture Division continued to enhance resources to support employees to develop the experience, skills and knowledge required to provide support services under the National Disability Insurance Scheme (NDIS).

Highlights included:

The Safeguarding Human Rights eLearning module that has been updated with video scenarios from the National Disability Services (NDS) Zero Tolerance resources.

The rollout of Mental Health First Aid training during which employees learn how to assist an adult who may be experiencing a mental health problem or mental health crisis until appropriate professional help is received or the crisis resolves, using a practical evidence-based action plan, and

The development of an Annual Refresher – Medication Administration as an eLearning module.

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To meet the growing workforce demand stimulated by the NDIS rollout, particularly for Disability Support Workers, Support Coordinators and Therapists, the Division continued to focus on recruitment and attracting people who have appropriate skills and experience and exhibit behaviours consistent with Yooralla’s values.

The Division also partnered with a leading talent management software specialist, PageUp, to enhance Yooralla’s e-recruitment and on-boarding system. PageUp is an online platform designed to optimise every step of an organisation’s talent management lifecycle from recruitment to on-boarding. The rollout of the new system commenced in June 2019.

The People and Culture Division successfully implemented a series of new enterprise bargaining agreements across the organisation, while maintaining its focus on recruitment and building a skilled, responsive and agile workforce.

Following extensive employee consultation, Yooralla successfully applied to the Fair Work Commission to end the expired Yooralla Society of Victoria Ability Press and Dual Ware Industries Employee Certified Agreement 2004 (also known as the Dual Ware Agreement) and replace it with the Supported Employment Services Award, which has enhanced terms and conditions for supported employees.

Another key achievement for the Division was that Yooralla’s Allied Health professionals voted in favour of the Yooralla Allied Services Agreement 2018, which replaced the Yooralla Allied Services Agreement 2016. The new Agreement contains new conditions and significantly enhances a number of existing provisions. Significant for the sector is the inclusion of paid Family and Domestic Violence leave, along with enhanced Parental Leave provisions. The new Agreement also features updated professional development clauses for registered professionals, along with a new classification review process for relevant employees.

Yooralla employees covered by the Yooralla Staff Terms and Remuneration (STAR) Agreement 2016 voted in favour of the STAR Agreement 2018. As with the Yooralla Allied Services Agreement 2018, the new STAR Agreement contains new conditions and significantly enhances a number of existing provisions, including the inclusion of paid Family and Domestic Violence leave, along with enhanced Parental Leave provisions. The Agreement also features a new classification structure, which is based on the National Disability Services (NDS) Disability Career Planner and Capability Framework, making the classification process more transparent and accessible.

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2018 Yooralla Excellence Awards

Values Award

Individual winners

Andrew D’Cruz Catherine Smith Deo Vinola Donna McCallister Envor Valensky Eve Ashwood Heather Cobham Herbson Singo Jenny Archibald Kira Logan Lani Gair Leo Gu Lisa Imai Michael Condron Nancy Romero Nick Veljanoski Teresa Belvedere Pip Stanners Rhia Mathlin-Cook Rita Trotta Robert Maling Shivani Singh Steve Li Suzie Morrison Yesid Pineda

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Team winners

The Kindergarten Inclusion Support team

Nardine Earl Kym Lewis Rowena Kirkman Keri Steinberg Caroline Livingston Sue Brear Andrea Doherty Rachel Jackson

The Payroll team

Anita Chandra Marian Dingley Darrel Moroz Scott Muscat Teresa Belvedere

The Chelsea Opportunity Shop team

Rachel Roberts Finn McCarthy Paul Bird Suzanna Duffus Pascale Giampa Brianna George Carol Pollard Margaret Eccleston Peter Baxter

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Volunteer team winners

Yooralla Learning Hub Customers who volunteered at the Chelsea Opportunity Shop

Evan Wilson Henry Cheung Kristeen DeSilva Michael Figliuzzi Simeon Dicks Simon Paredes

Stroke a Chord volunteer band members

Adrian Batt Peter Dwyer Barry Cole

Customer Human Rights and Outcomes Award

Individual winner

Ruth Crespin

Highly commended

Emelia Young Kristy McMurray

Team winner

The Community Engagement team

Stephen Ward Shelley Hosking June Sutton-Ryan

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Operational Goals Award

Individual winner

Michelle Williamson Amy Huang

Highly commended

Jenifer Morris-Cosgriff Margie Arthurson

Team winner

The Residential and Respite Support Services Division

Highly commended

The NDIS Claims Project team: Melissa Pool, Matthew Warren, Deborah Carson, Amy Huang

The CMS Project team: Matthew Warren, Sue Morris, Michelle Townsend, Robert Maling

Leadership Award

Individual winner

Rebecca O’Keeffe

Highly commended

Cassie Kenyon

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Board Members

Jennifer Williams, AM, Chair

Jennifer is the current Board Chair of Yooralla. She is also Chair of Northern Health and Chair of the Alfred Whole Time Medical Practice Scheme. She is a Board member of the Independent Hospital Pricing Authority, Barwon Health, the Australian Medical Research Future Fund and InfoXchange.

Prior to being a non-Executive Director, Jennifer was Chief Executive of the Australian Red Cross Blood Service, Chief Executive of Alfred Health and Chief Executive of Austin Health and a Council member of La Trobe University.

Jennifer holds a Bachelor of Economics, a Master of Science and is a Fellow of the Australian Institute of Company Directors. She was appointed a Member of the Order of Australia (AM) in recognition of her service to public health in the 2017 Australia Day Honours list.

Barbara Alexander, AO

Barbara is a long-standing supporter of disability rights, both personally and as a former Mayor of Benalla. She helped found the Benalla Support Group for Children with Special Needs and held roles on school council, Ballandella (Central Access) and was President of Benalla and District Hospital for five years.

Barbara was President of the Victorian peak body representing families and children, the Association of Children with Disabilities, for five years and has also held roles on state and national advisory committees on disability. Barbara was instrumental in the establishment of a national body for families/children now known as CDA.

Barbara is a business person who operated hospitality/accommodation businesses for 20 years, and who retired to become Executive Officer of Tomorrow:Today Foundation, a Benalla community philanthropic organisation focused on overcoming disadvantage through education.

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Sandra Beanham

Sandra is a senior marketing and business consultant with over 30 years’ experience working with some of Australia’s most well-known organisations in a variety of industry sectors. These sectors include fast moving consumer goods, cultural destinations, business to business, government and not-for-profit organisations.

She has considerable experience working within the disability sector, a strong background in governance and 20 years’ experience on a variety of councils and boards.

Sandra is a Fellow of the Australian Marketing Institute.

Claire Keating

Claire Keating is a non-Executive Director and independent consultant. She is a Chartered Accountant and was a partner of PricewaterhouseCoopers (PwC) from 2002 to January 2016. Claire has over 25 years’ experience as consultant and internal and external auditor, specialising in superannuation and funds management.

She is a former member elected Director of PwC Superannuation Fund and has held a number of management roles with PwC, including leader of the Melbourne Financial Services Assurance Practice and National Investment Management Assurance sector leader.

Claire is a Director of CARE Super, State Super NSW, Victorian Managed Insurance Authority and the NAB Wealth Boards comprising MLC Investments Ltd, Navigator Australia Ltd, Antares Capital Partners Ltd and National Asset Management Ltd and a board member of the Judicial Commission of Victoria.

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Julie Fahley

Julie has over 30 years’ experience in the management of large scale transformation programs and the implementation of new operating models, the re-design of organisational structures, the re-engineering of processes and the deployment of new systems.

Julie has fulfilled many roles and leadership positions including KPMG partner, consultant, a software vendor and a Chief Information Officer. Her extensive experience has given Julie a unique perspective on the challenges, risks and opportunities of delivering major programs across multiple industry sectors and corporations. Julie has an unwavering focus on achieving the agreed program outcomes.

Having retired from KPMG partnership, Julie’s current Board portfolio includes Seek, IRESS, Datacom, CenITex, HPV and Partners Life.

Julie has a Bachelor of Applied Science (Mathematics) and is a member of the Institute of Management Consultants in Australia.

Dr Wayne Ramsey, AM, CSC

Wayne has more than 35 years’ experience in medical management. His professional interests lie in the field of clinical and research governance. His final appointment prior to retirement was as Executive Director, Medical Services & Quality at Monash Health. Other senior appointments have included Director General Defence Health Service, Director Clinical Governance ACT Health and Adjunct Associate Professor of ANU Medical School.

Wayne holds a Bachelor of Medicine, Bachelor of Surgery, Bachelor of Medical Science, Master of Health Administration and Graduate Certificate in Higher Education. He is a Fellow of the Royal Australasian College of Medical Administrators.

Dr Ramsey retired from the Yooralla Board in December 2018.

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Dr Jane Tracy

Jane is a medical practitioner who has worked for over 25 years with people with disability, their families and support staff.

She is currently the Director of the Centre for Developmental Disability Health, Monash Health. Jane’s career focus has included teaching medical and allied health professional students and practitioners in relation to the health and healthcare of people with developmental disability.

Jane works collaboratively with people with disability, and those who support them, in the design and implementation of educational activities to ensure their voice is heard by health professionals.

She has also worked with disability staff in a range of projects designed to further develop their practice in supporting people to achieve and maintain optimal health and function. Jane has an adult son with disability and so has both a professional and personal understanding of, and commitment to, the field.

Michael Vanderheide

Michael Vanderheide has served as Chief Executive of CenITex, the Victorian Government’s shared services provider of ICT infrastructure services, since July 2011.

Michael’s professional experience is a mix of public and private sectors, with organisations including Qantas and ActewAGL, in executive roles in the fields of IT and Human Resources. He joined the ACT Government’s Chief Minister’s Department in December 1998 as a Director of what was then called the Office of Information Technology and Multimedia and later, he established and led the ACT Shared Services organisation. In 2018 Michael was appointed as a Director on the Board of YMCA Australia.

Michael has a Bachelor of Arts and a Masters of Business Administration and served as an Adjunct Professor at the University of Canberra. He has extensive experience in driving significant organisation-wide transformation.

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Dr Michael Walsh

Dr Michael Walsh has been Chief Executive of Cabrini Health Limited since December 2008.

He has a distinguished career in hospital and health administration in Victoria, Western Australia, the UK and the Middle East. Michael is a medical graduate of Monash University and holds a Master in Public Administration from the Kennedy School of Government, Harvard University. He is a Fellow of the Royal Australasian College of Medical Administrators and the Australasian College of Health Service Managers.

Michael joined the Yooralla Board on 11 February 2019.

Board Committees

Service Delivery and Quality Committee Finance, Infrastructure and Investment Committee Audit and Risk Committee Nominations and Remuneration Committee

Board Advisory Committee

Yooralla’s Community Partnership Advisory Committee

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FUNDRAISING

We would like to acknowledge and thank the following who have generously provided financial support to Yooralla in the 2018/19 financial year.

Trust and Foundations

Clifford Ward Trust Collier Charitable Fund Mazda Foundation Peter Isaacson Foundation Pethard Tarax Charitable Trust The David Taylor GALT Charitable Trust The Dr David and Jennifer Komesaroff Endowment Fund The Russell Foundation The William Angliss (VIC) Charitable Fund Ward-Ambler Foundation

Bequests

Estate of Alfred Noel Curphey Estate of Charles K Edwards Estate of Elaine Annette Schreiber Estate of Lindsay James Baldy Estate of Lydia Macmichael Estate of Mary Elizabeth Lloyd Estate of The Late Margaret Jean Sutton Frederick Shepherd Trust James Francis Mearns Foundation The John Murphy Charitable Trust The Ruth Louvain Pryce Trust The Frank Broadhurst Memorial Charitable Fund

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Key Supporters

Belinda Roper Barry and Barbara Jones Dr Harshal Nandurkar Edward McGain Jim and Winifred Peart John Ralph, AC, and Barbara Ralph Jean Williamson Rita Andre R.J. Fynmore, AO Robert and Beverly Squire Shane F. Woodford

Sponsors logos:

Registered Charity – acnc.gov.au/charityregisterFIA Organisational member

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Key Management Personnel

Dr Sherene DevanesenChief Executive OfficerMBBS, DipObs, RACOG, FRACMA, FCHSM, FIML, FHKCCM, GAICD

Michelle HolianExecutive Director, People and Culture and Company SecretaryBSc (Hons), MBL, GAICD

Narayan PrasadChief Financial OfficerMBA (Deakin University), FCPA, GAICD

Russell ShewanExecutive Director, Planning, Business Development and Corporate ServicesBAppSc (ManTech), MEng (ManMan)

Bruce RyanChief Information OfficerBSc

Elaine KrassasExecutive Director, Community ServicesMBA BA (Joint Hons), FCPFA (UK), FACHSM, FIML, GAICD

Rod CarracherChief PractitionerMRN, EMPA, GAICD

Leanne TurnerExecutive Director, Residential and Respite Support ServicesBHealthSci, PostGradDip (Health Administration), MBA, GAICD

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FINANCIALS

Yooralla has reported a surplus of $2.2M for the year ended 30 June 2019. The surplus included $1.3M relating to realised/unrealised gains on investments. The underlying operating result excluding gains due to market movements in value of investments was an operating surplus of $0.8M. Achieving an operating surplus with 94% of Yooralla’s customers having transitioned to National Disability Insurance Scheme (NDIS) gives us the confidence that Yooralla can operate sustainably in a NDIS environment.

ANALYSIS OF TOTAL COMPREHENSIVE INCOME $M

2015

2016 2017

2018 2019

Bequests 1.1 8.7 0.9 0.2 0.8

Sale of property 0.0 20.3 0.0 0.0 0.0

Gain/(losses) on financial investments -0.3 -1.4 3.4 2.3 1.3

Operations -1.7 -1.3 -0.3 -1.7 0.0

Total Comprehensive Income -0.9 26.3 4.0 0.8 2.2

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REVENUE

Yooralla’s revenue from operating activities has grown by around 2.8% in 2018/19 to $111.6M with strong revenue growth in some services. Yooralla has retained over 90% of customers in respect of services funded by the NDIS and also succeeded in attracting new customers. Yooralla have been successful in achieving a year on year growth in revenue since the start of the transition to the NDIS in FY2016.

Revenue from operating activities $M

2015

2016

2017 2018 201

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Government sources 86.0 87.0 87.4 77.6 38.3

NDIS 0.0 0.0 2.6 17.7 62.2

Other revenue 10.8 10.7 12.9 13.1 11.2

Total revenue from operating activities

96.8 97.7 103.0 108.5 111.6

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Revenue by Service type

Service type %

Residential and Respite Services 56%

Community Services 27%

Allied Services and Wellbeing 10%

Others 7%

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EXPENSES

Labour costs comprise of 81% of the total costs. A key focus during the year has been to improve labour utilisation. Business Intelligence tools have been developed to track labour utilisation and labour costs.

Breakdown of Expenditure

Expenditure %

Employee and agency costs 81%

Discretionary expenditure for carers and customers 1%

Motor vehicle expenses 1%

IT, telecommunications and postage 3%

Rent, insurance, utilities 3%

Repairs and maintenance 2%

Other 9%

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NET ASSETS

Net assets of Yooralla have increased by $2.2M to $88.7M. Yooralla is in a strong financial position and is well placed to operate in a NDIS environment.

Yooralla’s net assets

By year $

June 2015 55.5M

June 2016 81.8M

June 2017 85.8M

June 2018 86.5M

June 2019 88.7M

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STATUTORY STATEMENTS

Carers Recognition Act 2012

The Carers Recognition Act 2012 (Vic) promotes the values and role of people in care relationships. Yooralla understands the different needs of persons in care relationships, and that care relationships bring benefits to customers, their carers and the community. Yooralla is committed to a model of service delivery that involves carers in the development of our services. Yooralla’s support services are developed in partnership with people with disability and their carers. Yooralla’s policies recognise the importance of respecting and taking into account a person’s care relations and help to ensure that carers are also at the centre of practice and service delivery.

Freedom of Information Act 1982

The Freedom of Information Act 1982 (Vic) provides a right of access to information held by Yooralla. All freedom of information (FOI) applications received by Yooralla were processed in accordance with the provisions of the FOI Act. Yooralla provides an annual report on FOI applications to the Freedom of Information Commissioner.

The majority of applications to Yooralla under FOI are requests by customers for access to their own personal records. For the 12 months ending 30 June 2019, Yooralla received three FOI applications. Of the requests received by Yooralla, access was granted in full for two applications and for one application no document was available. No applications were referred to the Freedom of Information Commissioner or the Victorian Civil and Administrative Tribunal for review. Yooralla’s FOI Officer for the 2018-2019 year was Dr Sherene Devanesen (Principal Officer).

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Making a Freedom of Information request

Access to documents may be obtained through written request to Yooralla’s Freedom of Information Manager, as detailed in section 17 of the FOI Act. In summary, the requirements for making a request are:

the application should be made in writing. the application should identify as clearly as possible which document is being

requested. the application should be accompanied by the appropriate application fee. The fee

may be waived in certain circumstances.

Further information about accessing information is available on the Yooralla website www.yooralla.com.au and FOI access request forms are available by contacting Yooralla. Requests for documents in possession of Yooralla should be addressed to:

Freedom of Information Officer

PO Box 238, Collins Street West VIC 8007

Email: foi@yooralla.com.au

Access charges may also apply once documents have been processed and a decision on access is made, for example photocopying and search and retrieval charges. For further information on FOI visit www.foi.vic.gov.au.

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OUR MISSION

To provide quality, sustainable and flexible services that uphold human rights and create opportunities, empowering individuals to live the life they choose.

OUR VISION

A world where people with disability are equal citizens.

Published by Yooralla© Yooralla 2019

Whilst reasonable effort has been made to ensure the accuracy of this information, neither Yooralla or the Yooralla Board of Directors accept liability for any loss or damage arising directly or indirectly by the statements or opinions expressed, nor from reliance on this information.

Apart from any use permitted under the Australian Copyright Act 1968 no part of this document may be reproduced without permission from Yooralla.

October 2019.

Yooralla is a charitable organisation registered with the Australian Charities and Not-For-Profits Commission (ACNC) and is a Company Limited by Guarantee.

ABN: 14 005 304 432

Yooralla

Level 14, 595 Collins StreetMelbourne, Victoria 3000Phone: 03 9666 4500TTY: 03 9916 5899Fax: 03 9916 5900Email: yooralla@yooralla.com.auwww.yooralla.com.au

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