Annual Report 2012 - Lifeline Darling Downs
Annual Report 2012 - Lifeline Darling Downs
Annual Report 2012 - Lifeline Darling Downs
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Restructure and Asset Renovations<br />
<strong>Annual</strong> <strong>Report</strong> <strong>2012</strong><br />
Before<br />
After
LIFELINE DARLING DOWNS<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
<br />
<br />
AND <br />
<br />
(ABN 97075403959)<br />
<br />
(ABN97075403959)<br />
<br />
holds accreditation from<br />
holdsaccreditationfrom<br />
<br />
LIFELINE AUSTRALIA <br />
<br />
SOUTH WEST QUEENSLAND LIMITED<br />
LIFELINE DARLING DOWNS AND SOUTH WEST QUEENSLAND LIMITED<br />
LIFELINE AUSTRALIA<br />
<br />
<strong>Lifeline</strong> is a Christian ministry committed to counsel in accordance with Christian insights.<br />
<br />
<strong>Lifeline</strong><br />
<strong>Lifeline</strong>isaChristianministrycommittedtocounselinaccordancewithChristianinsights.<br />
seeks and acknowledges the support of the wider community in enabling it to maintain its<br />
<br />
service.<br />
<strong>Lifeline</strong>seeksandacknowledgesthesupportofthewidercommunityinenablingittomaintainitsservice.<br />
<br />
Ourmotto: <br />
Our motto<br />
StrengtheningCommunities<br />
Strengthening Communities<br />
- EmpoweringPeople<br />
Empowering People<br />
<br />
Ourvision:<br />
<br />
Our vision<br />
“WewillcontinuetoStrengthenCommunitiesandEmpowerPeople”<br />
<br />
Byremainingresponsivetoeverchanginglocalandregionalprioritiesaffectingindividuals,families<br />
By remaining responsive to ever changing local and regional priorities affecting individuals,<br />
andcommunitieslocatedwithintheregionweserve.<br />
families and communities located within the region we serve.<br />
By continuing to strengthen our operational capacity in further developing our people,<br />
<br />
infrastructureandinnovation.<br />
By continuing to strengthen our operational capacity in further developing our people,<br />
Byincreasingpublicawarenessofourservicesbothlocallyandregionally.<br />
infrastructure and innovation.<br />
Bycontinuingtofurtherdevelop,enhance,growandreviewourexistingservicesandprograms.<br />
By keeping By increasing abreast of public emerging awareness and developing of our services key issues both in our locally region and of regionally. operation with a<br />
particularfocusontheSuratBasin.<br />
By continuing to further develop, enhance, grow and review our existing services and<br />
“Peoplewillalwaysbeourfocus”.<br />
programs.<br />
<br />
Ourthanks: By keeping abreast of emerging and developing key issues in our region of operation with a<br />
Thewhole<strong>Lifeline</strong><strong>Darling</strong><strong>Downs</strong>TeamextendsthankstotheChronicle,ABCRadioSouthernQueensland,<br />
particular focus on the Surat Basin.<br />
RadioStations4GR,4WKand4DDBFM,WinTelevision,SevenQueensland,SouthernCrossTen,TheDalby<br />
Herald, The Warwick Daily News, <br />
Queensland Country Life Newspaper and other rural papers for their<br />
supportthroughouttheyear.<br />
<br />
THIRTYSIXYEARSOFSERVICE<br />
Our thanks<br />
The THEwhole MAYOR OF <strong>Lifeline</strong> TOOWOOMBA, <strong>Darling</strong> ALDERMAN <strong>Downs</strong> NTeam ROBINSON extends OPENED THE thanks TELEPHONE to The COUNSELLING Chronicle, SERVICE ABC ON Radio SUNDAY,20 Southern<br />
Queensland, Radio Stations 4GR, 4WK and 4DDB FM, Win Television, Seven Queensland,<br />
Southern Cross Ten, The Dalby Herald, The Warwick Daily News, Queensland Country Life<br />
Newspaper and other rural papers for their support throughout the year.<br />
TH JULY<br />
1975.<br />
<br />
THIRTY-SEVEN YEARS OF SERVICE<br />
THE MAYOR OF TOOWOOMBA, ALDERMAN N ROBINSON OPENED THE TELEPHONE COUNSELLING SERVICE ON<br />
SUNDAY, 20 TH JULY 1975.<br />
2<br />
1
2<br />
bOARD OF DIREcTORS<br />
1 OcTObER 2011 TO 30 SEPTEMbER <strong>2012</strong><br />
MEMbERS OF THE bOARD ExEcUTIvE<br />
Jim Black Chairman (and Liaison Corporate & Business Services)<br />
Neryl Wearing Deputy Chairperson (and Liaison Human Services)<br />
Paula Hansen Treasurer (Resigned 30 June <strong>2012</strong>)<br />
Ken Murphy Acting Treasurer<br />
Ron Hampton Director<br />
Ben Hooper Director<br />
Rob Nielsen Director<br />
Andrew Taylor Director<br />
Harold Crane Director<br />
Sue Rosenberger Director<br />
Shane MacDonald Director<br />
MEMbERS OF THE bOARD<br />
LIFE MEMbERS<br />
Miss Ethel Vick OAM (dec‘d)<br />
Potential Rev Noel Park OAM<br />
Alan Dunstan Director<br />
Helen Braithwaite Director<br />
Mariejan Bigby Director<br />
Jeff Murray Director<br />
(Last meeting 26 June <strong>2012</strong>)<br />
Taisoo Kim Watson Ex-Officio<br />
(Director - Last meeting 31 July <strong>2012</strong>)<br />
Ian Rosenberger Ex-Officio<br />
Donna Lafferty Director
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
The History of <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> and South West Qld Ltd<br />
1975 to <strong>2012</strong><br />
The establishment of <strong>Lifeline</strong> Toowoomba was due to the efforts of Mr Vic Davis <br />
a foundation member of <strong>Lifeline</strong> Brisbane and retired bank manager.<br />
20 Jul 1975 <strong>Lifeline</strong> Toowoomba opened at Matilda House, 88 Russell Street, Toowoomba (receiving<br />
600 to 700 calls per annum). Rev Geoff Waugh serves as the Interim Director.<br />
Jan 1976 Rev Robert Holt takes over as the Director of <strong>Lifeline</strong> Toowoomba.<br />
Apr 1977 Sister Bernadette Curtin L.C.M. is appointed Director.<br />
Jan 1979 The Family Support Service (known originally as The Homemaker Service) is first<br />
funded.<br />
Feb 1980 Rev Noel Park begins as Director/Managing Director.<br />
Jul 1980 The Material Aid Service (now called Emergency Relief) is established.<br />
Aug 1980 The Counselling Centre is relocated to 161 Hume Street, Toowoomba.<br />
1981 The Dalby and Warwick Sub-Committees are established to help fund the first land line<br />
to Toowoomba in June 1982.<br />
May 1983 <br />
1984/1985 The Distribution Centre relocates to 2-6 Hodgson Street.<br />
1987 <strong>Lifeline</strong> Farmline is established to help farmers cope with high interest rates.<br />
1988 Relocation of the Counselling Centre to 127 Russell Street in 1988.<br />
1991 The Dalby Office is opened.<br />
Jun 1993 The Break-even Program is established.<br />
Jul 1993 Telstra introduces the National Number 13 11 14.<br />
Dec 1993 The Counselling Centre relocates to 5 Mill Street.<br />
1995 Rural Family Counselling Service established.<br />
18 Sep 1996 The Company is registered.<br />
1997 Warwick Counselling Rooms and Shop established.<br />
1998 St George Counselling Rooms and Shop established.<br />
Oct 1998 The Distribution Centre relocates to 192A Stephen Street.<br />
Jul 1999 Charleville Office is established.<br />
Nov 1999 Office at 1 Taylor Street, Toowoomba is established.<br />
May 2000 Derek Tuffield appointed General Manager.<br />
4 Aug 2001 Dalby Office (1 Patrick Street) is officially opened.<br />
25 Jun 2003 The <strong>Lifeline</strong> Smart Tip Shop is officially opened.<br />
Feb 2004 Premises at 17 Long Street, Toowoomba are purchased.<br />
20 Jul 2005 Celebration of 30 Years of Service.<br />
2006 National Roll-Out of Greater Access Program by <strong>Lifeline</strong> Australia Incorporated<br />
13 11 14.<br />
Apr 2010 Office opens at 34 Queen St, Roma.<br />
Jun 2010 Office opens at 24 Stockyard St, Cunnamulla.<br />
20 Jul 2010 <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West QLD Ltd celebrates 35 years of service.<br />
30 Aug 2011 Execution of new Memorandum of Understanding III between UnitingCare Community<br />
and <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West QLD Ltd.<br />
2 Sept 2011 Purchase of 33 Russell Street.<br />
Mid April <strong>2012</strong> Renovations commenced at 192A Stephen Street and 33 Russell Street.<br />
31 Aug <strong>2012</strong> Sale of 5 Mill & 1 Taylor Streets.<br />
5 Sept <strong>2012</strong> Relocation of Head Office to 33 Russell Street.<br />
4<br />
3
ORGANISATIONAL STRUCTURE<br />
Whole of Organisation<br />
4<br />
Chief Executive Officer Executive Assistant to CEO & EMT<br />
COO -‐ Human Services<br />
COO Business Services<br />
Chief Financial Officer<br />
COO -‐ Corporate Services<br />
Manager<br />
State Funding<br />
Manager<br />
Professional<br />
Development<br />
Manager<br />
Federal & Other<br />
Funding<br />
Manager<br />
Employment<br />
Programs<br />
Retail<br />
Coordinator<br />
Distribution<br />
Coordinator<br />
Manager<br />
Property &<br />
Assets<br />
Work Health &<br />
Safety Advisor<br />
Admin & Quality<br />
Coordinator<br />
Retail Staff<br />
Manager<br />
Information<br />
Communication<br />
Technology<br />
Assistant<br />
Manager State<br />
Funding<br />
Warehouse<br />
Staff<br />
Senior Practitioner<br />
Cluster 3<br />
Senior Practitioner<br />
Cluster 4<br />
Participate in<br />
Prosperity<br />
Volunteers<br />
Volunteers<br />
Finance &<br />
Payroll<br />
Officers<br />
ICT and Data & Info<br />
Officers<br />
Senior Practitioner<br />
Cluster 2<br />
Family Therapy Team<br />
Keep Queensland<br />
Moving<br />
Men & Relationship<br />
Program<br />
Natural Disaster<br />
Resilience<br />
Indigenous<br />
Employment<br />
Program<br />
Rural<br />
Admin<br />
Officers<br />
Toowoomba<br />
Admin<br />
Officers<br />
Toowoomba<br />
Receptionists<br />
Financial Counselling<br />
(Toowoomba, Roma,<br />
St George & Mitchell)<br />
Personal Helpers &<br />
Mentors<br />
Family Law Pathways<br />
Network<br />
<br />
Gambling Help (GH) &<br />
Community Education<br />
African<br />
Community<br />
Inclusion Project<br />
Supporting Children<br />
after Separation<br />
Senior Practitioner<br />
Cluster 5<br />
Western <strong>Downs</strong><br />
Counselling Project<br />
Emergency Relief<br />
Senior Practitioner<br />
Cluster 1<br />
Parents and<br />
Community<br />
Engagement (St<br />
George, Charleville &<br />
Toowoomba)<br />
No Interest Loan<br />
Scheme<br />
Family Support<br />
Program<br />
Indigenous Family<br />
Safety Project (St<br />
George)<br />
Family Intervention<br />
(Toowoomba &<br />
Charleville)<br />
Undunu<br />
Youth Support<br />
Family Support<br />
Program Disabilities<br />
(St George)<br />
Rural Family Support<br />
Social Inclusion<br />
(Toowoomba)<br />
SEDS (St George)<br />
3 July <strong>2012</strong>
<strong>Lifeline</strong> <strong>Lifeline</strong> <strong>Darling</strong> <strong>Darling</strong> <strong>Downs</strong> <strong>Downs</strong> & South & South West West Queensland Ltd Ltd <strong>2012</strong> <strong>2012</strong> <strong>Annual</strong> <strong>Annual</strong> <strong>Report</strong> <strong>Report</strong><br />
LIFELINE DARLING DOWNS AND AND SOUTH SOUTH WEST WEST QUEENSLAND LTD LTD TEAM TEAM<br />
Executive Management Team Team<br />
Derek Derek Tuffield Tuffield Chief Chief Executive Officer Officer<br />
Jenny Jenny Hohn Hohn Chief Chief Financial Officer Officer<br />
Paul Paul Jensen Jensen Chief Chief Operating Officer Officer - Human - Human Services<br />
Helen Helen Montgomery Chief Chief Operating Officer Officer - Corporate - Corporate Services<br />
Shayne Shayne Stenhouse Chief Chief Operating Officer Officer - Business - Business Services<br />
Hayley Hayley Skopp Skopp Executive Assistant to CEO to CEO and and EMT EMT<br />
Anna Anna Jackson<br />
Managers<br />
Manager - Federal - Federal Funding Funding & Other & Other<br />
Alan Alan Dean Dean Former Former Manager - Federal - Federal Funding Funding & Other & Other<br />
Kate Kate Greener Manager - State - State Funding Funding<br />
Trish Trish Feehely Manager - Professional - Professional Development<br />
Donna Donna Lacey Lacey Assistant Manager - State - State Funding Funding<br />
Angela Angela Klein Klein Manager - Employment - Employment Programs<br />
Lea Lea Bausch Bausch Manager - Property - Property & Assets & Assets<br />
Andries Buys Buys Manager ICT ICT<br />
Professional Development Team Team<br />
Jeanie Jeanie MacDiarmid Senior Senior Practitioner - Cluster - Cluster 1 1<br />
Gayle Gayle Sainsbury Senior Senior Practitioner - Cluster - Cluster 2 2<br />
Kath Kath Corcoran Senior Senior Practitioner - Cluster - Cluster 3 3<br />
Larry Larry Desmond Senior Senior Practitioner Cluster Cluster 4 4<br />
Michelle Gapp Gapp Former Former Senior Senior Practitioner Cluster Cluster 4 4<br />
Anne Anne Lee Lee Senior Senior Practitioner - Cluster - Cluster 5 5<br />
CORPORATE SERVICES - -<br />
Alexis Alexis Wallace Wallace Charleville<br />
TOOWOOMBA/RURAL<br />
Melissa Melissa Waters Waters St George St George<br />
Finance & Payroll & Payroll<br />
Information Communication Technology<br />
Katherine Bergan Bergan Toowoomba Antoine Antoine Changuion Toowoomba<br />
Rebecca Waterfall Toowoomba Thomas Thomas McInnerney Toowoomba<br />
Kaylene Kaylene Waters Waters Toowoomba Maintenance & Cleaning & Cleaning<br />
Administration<br />
Sylvia Sylvia Fenton Fenton Toowoomba<br />
Judith Judith Bacon Bacon Toowoomba Lenard Lenard Eiser Eiser Toowoomba<br />
Annette Annette Cavanough Roma Roma Kathryn Kathryn Jephcott Toowoomba<br />
Joy Joy Cook Cook Toowoomba Work Work Health Health & Safety & Safety<br />
Leanne Leanne Crawford Roma Roma Craig Craig Lincoln Lincoln Toowoomba<br />
Anne Anne Degnian Dalby Dalby<br />
Sandra Sandra Endres Endres Toowoomba HUMAN HUMAN SERVICES - TOOWOOMBA/RURAL<br />
- TOOWOOMBA/RURAL<br />
Natalie Natalie Herbert Herbert<br />
Betty Betty Jones Jones<br />
Sarah Sarah Kay-Huybregts<br />
Katrina Katrina Marsh Marsh<br />
Evlyn Evlyn McKenzie<br />
Madonna Maris Maris<br />
Tanya Tanya Miller Miller<br />
Karen Karen Murray Murray<br />
Sandy Sandy Neuendorf<br />
Marianne Nothdurft<br />
Sweta Sweta Sharma Sharma<br />
Toowoomba Social Social Inclusion<br />
St George St George Cath Cath Leask Leask<br />
Toowoomba Community Recovery<br />
Toowoomba Megan Megan Halliday Halliday Lismore Lismore<br />
Toowoomba Stephanie Donovan<br />
Charleville Kylie Kylie Goldthorpe St George St George<br />
Toowoomba Kellie Kellie McDonald Roma Roma<br />
Toowoomba Anna Anna Petrou Petrou <br />
<br />
Toowoomba Christina Salomon Mitchell Mitchell<br />
Toowoomba Colleen Colleen Sarquis Sarquis Mitchell Mitchell<br />
Toowoomba Wen Wen Ver Ver Beek Beek van van der der Sande Sande Roma Roma<br />
6<br />
6<br />
5
6<br />
Community Resilience<br />
Gavin Quinn Toowoomba<br />
Elders<br />
Adam Osborne St George<br />
Jean Troutman St George<br />
Emergency Relief<br />
Debbie Tanzer Toowoomba<br />
Vivienne Ambrosiussen (Intern) Toowoomba<br />
Family Intervention Program<br />
Pamela Delander Toowoomba<br />
Kylie Fordyce Toowoomba<br />
Jodie Jackson Toowoomba<br />
Barbara Bill Charleville<br />
Asha Honeysett Toowoomba<br />
Malcolm Shepherd Toowoomba<br />
Family Therapy Team<br />
Kim Coleman Toowoomba<br />
Denny Edwards Toowoomba<br />
Andrew Nicholson Toowoomba<br />
Robert Sandison Toowoomba<br />
Financial Counselling & Gambling Help<br />
Asha Honeysett Toowoomba<br />
Mary McLean Toowoomba<br />
Sonia Muller Toowoomba<br />
Peter Nightingale Toowoomba<br />
Jacquelyne Landers Roma<br />
Lesley Spring Toowoomba<br />
Marina Wilkinson (Intern) Toowoomba<br />
Charlotte Scott Roma<br />
Flexible Family Support<br />
Elysia Saunders St George<br />
Flood Recovery Counselling<br />
Janine Hills Warwick, Stanthorpe & Allora<br />
Jenny King Toowoomba<br />
Helena Terauds<br />
Kate Watson Toowoomba<br />
Indigenous Employment Program<br />
Deena Dodd Toowoomba<br />
Men and Relationships Program (MARP) &<br />
Living Works<br />
Sandra Endres Toowoomba<br />
Andrew Spring Toowoomba<br />
Luke Tanks Toowoomba<br />
Ian Titmarsh Toowoomba<br />
Malwal Mywin Toowoomba<br />
No Interest Loans Scheme (NILS)<br />
Glenda Humes Toowoomba<br />
Vivienne Ambrosiussen (Intern) Toowoomba<br />
Parent and Community Engagement (PACE)<br />
Bobette Robinson Toowoomba<br />
Stacey Trindall Toowoomba<br />
Tamara Willis Toowoomba<br />
Kerri Turner Charleville<br />
Robert Lacey St George<br />
Jade Gordon (Intern) Toowoomba<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
7<br />
Carly Fisher (Intern) Toowoomba<br />
Samantha Burgess Toowoomba<br />
Adam Osborne St George<br />
Clint Bishop St George<br />
Participate in Prosperity (PIP)<br />
David Amol Toowoomba<br />
Sylvie Hayere Toowoomba<br />
Darren Lawton Roma<br />
Tegan Mitchell Cunnamulla<br />
Leanne Crawford Roma<br />
Personal Helpers and Mentors<br />
Anita Baills Warwick<br />
Vicki McLennan Toowoomba<br />
Korey Peters Toowoomba<br />
Terrance Pinney Stanthorpe<br />
Brian Reilly Toowoomba<br />
Julie Blundell (Intern) Toowoomba<br />
Jenni Mazlin-Law Toowoomba<br />
Rural Family Counselling<br />
Annette Jasinski Dalby<br />
Alexandra Harpham Charleville<br />
South West Indigenous Family and Youth<br />
Coaching and Mentoring Service<br />
Helen Anderson Cunnamulla<br />
Chris Edmeades Roma<br />
Renelle McKellar Roma<br />
Supporting Children after Separation<br />
Program (SCASP)<br />
Jean Smith Toowoomba<br />
Toowoomba<br />
Katherine Perks (Intern) Toowoomba<br />
Jenny King Toowoomba<br />
Nasyhea Abdullah Toowoomba<br />
Youth Development - SEDS<br />
Patricia Prince St George<br />
Youth Support Program<br />
Melissa Bennett Charleville<br />
Western <strong>Downs</strong> Counselling Project (QGC)<br />
Julie Lane Dalby<br />
Renee Hoare Dalby<br />
Brian Steele Chinchilla<br />
Gayle Sainsbury<br />
Indigenous Family Safety Project<br />
Adam Osborne St George<br />
Tanya Miller Toowoomba<br />
BUSINESS SERVICES - TOOWOOMBA<br />
Distribution Centre<br />
Barb Frizzell Acting Retail Coordinator<br />
Stephen Pennells Distribution Coordinator<br />
Kim Everett Toowoomba<br />
Debra Foster Toowoomba<br />
Gary Gehan Toowoomba<br />
Kathryn Jephcott Toowoomba<br />
Nicole Smith-MacKenzie Toowoomba
Graham Medill Toowoomba<br />
Barry Miller Toowoomba<br />
Susan Olsen Toowoomba<br />
Sheryl Reardon Toowoomba<br />
Tammy Smith Toowoomba<br />
Peter Spaseski Toowoomba<br />
Malcolm Timm Toowoomba<br />
Chelsea Luck Toowoomba<br />
Anthony Manteit Toowoomba<br />
Greg Burraston Toowoomba<br />
Wiper/Rag Cutters<br />
Janine Cooper Toowoomba<br />
Lindy Lutvey Toowoomba<br />
Philippa Medill Toowoomba<br />
Blair Hughes Toowoomba<br />
Anzac Avenue Shop<br />
Janine Goulding Toowoomba<br />
Mary Nagas Toowoomba<br />
Duggan Street Bookshop<br />
Laraine May Toowoomba<br />
Never Ending Stories Bookshop<br />
Kelly Byrne Toowoomba<br />
Jane Brown Toowoomba<br />
Linese Hunt Toowoomba<br />
Newtown Furniture / Once Was Shop<br />
Alan Bradley Toowoomba<br />
Nathaniel Dallinger Toowoomba<br />
Joanne Jackson Toowoomba<br />
Perth Street Shop<br />
Betty Acworth Toowoomba<br />
Lorraine Lovell Toowoomba<br />
Helen Lynam Toowoomba<br />
Range Shop<br />
Amanda Liddle Toowoomba<br />
Maria Richardson Toowoomba<br />
Ruthven Street Emporium / Vintage<br />
Wardrobe<br />
Manju Burathoki Toowoomba<br />
Ann Eames Toowoomba<br />
Deborah Goulding Toowoomba<br />
Wendy Monaghan Toowoomba<br />
Sharon Knight Toowoomba<br />
Smart Tip Shop<br />
Steve Adams Toowoomba<br />
Joel-Simon Hewitt Toowoomba<br />
Christopher Strano Toowoomba<br />
Gavin White Toowoomba<br />
Daniel Boucher Toowoomba<br />
Wilsonton Shop<br />
Emmy Van Der Woude Toowoomba<br />
Denise White Toowoomba<br />
Wyalla Plaza Shop<br />
Jo-anne Zischke Toowoomba<br />
Shirley Mason Toowoomba<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
8<br />
BUSINESS SERVICES - RURAL TEAM<br />
Charleville Shop<br />
Sandra McGennisken Charleville<br />
Julie-Anne McLean Charleville<br />
Country Sales<br />
Michael Nicholas Coordinator<br />
Dalby Shop<br />
Roslyn Frizzell Dalby<br />
Narrelle Roseberry Dalby<br />
Doris Smith Dalby<br />
Goondiwindi Shop<br />
Patricia Aquilina Goondiwindi<br />
Joan Hamilton Goondiwindi<br />
Oakey Shop<br />
Desley Weise Oakey<br />
St George Shop<br />
Tania Griinke St George<br />
Faye Hurst St George<br />
Mary McDonald St George<br />
Stanthorpe Shop<br />
Stacey Friend Stanthorpe<br />
Suzanne Friend Stanthorpe<br />
Tara Shop<br />
Sue Madden Tara<br />
7
8<br />
Chairman's <strong>Report</strong><br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
9<br />
by Jim Black, Chairman<br />
As business drives <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> and South West Queensland forward, let us take<br />
a break to reflect on the past twelve months.<br />
As Chairman of the Board, it is exciting to look back. To Derek and his loyal staff, we must<br />
say thank you as they met the challenges of another year. Once again floods in Western<br />
Queensland became a priority and demanded much of our staff as they moved into these<br />
areas to offer help and counselling to the people affected.<br />
<br />
as big a flood. Once again our thanks to staff and volunteers who responded. Sincere<br />
thanks to Derek for his management skills and his compassion towards the workers, as he<br />
managed their placement in the field. Hopefully, things can return to normal so that the last<br />
two years of flooding can be put behind us.<br />
As the year has unfolded, the Exectutive Management Team (EMT) have continued to put in<br />
place the new management structures as developed and it is great to see the benefits of<br />
this.<br />
With the property issues finalised, it was time to act on the project to revamp the two major<br />
properties of 33 Russell Street and the Distribution Centre. A working party was put in place<br />
to revisit the plans already drawn up for the Distribution Centre and new plans for 33 Russell<br />
Street which will accommodate the head office and counselling staff. The plans were<br />
finalised and the architect approved, who in turn took them to contract stage.<br />
Builders were chosen, contracts signed and all approvals were gained. Work is underway<br />
and it is hoped for all to be completed by the end of August. After that, the task of moving<br />
from four existing sites to our new headquarters at 33 Russell Street will take place.<br />
<br />
all of those involved in the planning work, with special thanks to Lea Bausch (Manager<br />
Property & Assets) and Stephanie Keays (Architect) who brought us to this point.<br />
With the new buildings now complete, a real estate agent has been appointed to process the<br />
sale of the Mill Street and Taylor Street properties.<br />
During the year, there have been some changes to the Board. Due to now working in<br />
Brisbane, Paula Hansen has resigned and Jeff Murray and Taisoo Kim Watson have<br />
completed their ten years with <strong>Lifeline</strong>. The contribution of these three people has been<br />
much appreciated and they will be missed. Eight new Board Members have been appointed<br />
and all are contributing to our work. They are, Shane MacDonald, Harold Crane, Ken<br />
Murphy, Sue Rosenberger, Alan Dunstan and Helen Braithwaite, Donna Lafferty and<br />
Mariejan Bigby.<br />
A new Chief Operating Officer (COO) has been added to the EMT with Shayne Stenhouse<br />
being appointed as COO - Business Division.<br />
With continuing State and Federal Government support, the work of <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong><br />
and South West Queensland is going from strength to strength. The strong position the<br />
company is in places us well to continue to deliver the services to the people in need in the<br />
area.<br />
My personal thanks go to Neryl Wearing (Deputy Chair) and Paula Hansen (Treasurer) for<br />
their support as we have worked together as the Executive throughout the year. With
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
been appointed Acting Treasurer and I welcome him to<br />
the Executive.<br />
To Derek, CEO, and the office staff, I express my personal thanks for the help and support<br />
they have given to me during this year. To all the Board members, thank you for support<br />
during the year also.<br />
We trust that the next year is just as rewarding as the last has been as we strive to support<br />
our <strong>Lifeline</strong> staff as they deliver help to the community.<br />
PAST BOARD CHAIRPERSONS<br />
Jim Black 2011 - present<br />
Taisoo Kim Watson 2007 - 2010<br />
Alan Dean 2003 - 2006<br />
Jennifer Grummitt 1997 - 2002<br />
Rob Nielsen 1997 - 1998<br />
Avril Baynes 1993 - 1996<br />
Rev Paul Moore 1991 - 1992<br />
Mark Orchard 1987 - 1990<br />
Rev Brian Lynes 1986<br />
Rev Sue Algate 1984 - 1985<br />
Barry Whisson 1982 - 1983<br />
Jean Bryant 1981<br />
Rev Ken Hill 1980<br />
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Chief Executive Officer's <strong>Report</strong> (1 July 2011 30 June <strong>2012</strong>)<br />
by Derek Tuffield, CEO<br />
It is with much pleasure that I present my thirteenth report on the activities and challenges<br />
that have occurred within <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> and South West Queensland Limited over<br />
the past 12 months. We are a member centre of <strong>Lifeline</strong> Australia and work together with<br />
UnitingCare Community (formerly known as <strong>Lifeline</strong> Community Care Queensland) as part of<br />
a recently constructed and executed Memorandum of Understanding.<br />
On the 25 th July 2011 the restructure of our Human Services Division officially commenced<br />
following months of discussions, budget costs and structural models. This restructure has<br />
proven to be highly successful and certainly challenged our organisation to place managers<br />
into management positions and allow our experienced professional practitioners do what<br />
they do best as members of our Human Services Division. Internal supervision also has<br />
brought with it cost savings and improved knowledge of the struggles/challenges our staff<br />
sometimes face.<br />
Tuesday night the 30 th August 2011 saw a major achievement take place between the<br />
Uniting Church in Australia Queensland Synod and <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> and South West<br />
<br />
documents which allowed the transfer the registered ownership of the 5 Mill Street, 1 Taylor<br />
Street and 192A Stephen Street properties to the company. The Moderator of the Uniting<br />
Church plus many special guests including Bob Gilkes the Executive Director for<br />
UnitingCare Community and Anne Cross Director of UnitingCare Queensland attended this<br />
historic event. A new Memorandum of Understanding was also executed between the<br />
Company and UnitingCare Community. A Deed of Indemnity was executed between the<br />
Company and the Uniting Church in Queensland.<br />
The past 12 months once again saw our organisation involved in major Community<br />
Recovery Response following the South West Queensland Floods that occurred in February<br />
<strong>2012</strong> which affected the towns of Charleville, Mitchell, Roma and St George. Once again our<br />
ability to respond quickly was clearly evident and I wish to thank all our staff and volunteers<br />
plus our Community Recovery Workers for their dedication to helping those most in need<br />
following the disaster. Again special thank you must go to Megan Halliday, our Community<br />
Recovery Coordinator, and Richard Johnson and Chris Lancaster of UnitingCare<br />
Community. I also wish to acknowledge the excellent support of staff of the Department of<br />
Communities, Queensland Health and Centrelink. The Local Government Mayors and staff<br />
must also be acknowledged for their efforts during the <strong>2012</strong> South West Queensland Floods.<br />
An overview of the success of the past 12 months is detailed below:<br />
August 2011 we won the Chamber of Commerce Business Excellence Awards for<br />
<br />
August 2011 we appointed the Manager Federal Funding and Other Programs Alan<br />
Dean.<br />
August 2011 <br />
Queensland Gas Corporation for $974K + GST over 2 years.<br />
September 2011 we purchased the former National Australia Bank at 33 Russell<br />
Street at auction for $1.2Million.<br />
September 2011 the Corporate Services Restructure roll-out continues with the<br />
appointment of Manager Employment Programs Angela Klein.<br />
November 2011 approval of our Natural Disaster Resilience Program for $280K over 2<br />
years.<br />
December 2011 participation in Toowoomba Christmas Wonderland of Lights in<br />
Queens Park + the <strong>Annual</strong> ABC/<strong>Lifeline</strong> Christmas Appeal. Lions Club of Toowoomba<br />
West donation $25K from the Christmas Lights.<br />
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February <strong>2012</strong> our rapid response to the flooding of Charleville, Mitchell, Roma and St<br />
George.<br />
February <strong>2012</strong> the appointment of our COO-Business Services Shayne Stenhouse.<br />
March <strong>2012</strong> Board Development Day held.<br />
March <strong>2012</strong> our 32 nd Chronicle / <strong>Lifeline</strong> Bookfest raised $49K over two days at the<br />
Toowoomba Showgrounds.<br />
March <strong>2012</strong> we obtained our accreditation for the 5th year of our Disability Services<br />
Family Support Program at St. George.<br />
April <strong>2012</strong> work commenced on the renovations of our Distribution Centre and 33<br />
Russell Street properties.<br />
May <strong>2012</strong> Mini Bookfest held in Warwick by Michael Nicholas and the Country Sales<br />
Team.<br />
May <strong>2012</strong> COO- Corporate Services Helen Montgomery commenced work on a new<br />
Enterprise Agreement for the company.<br />
May <strong>2012</strong> Apex/<strong>Lifeline</strong> Charity Golf Day raised $5K.<br />
Our Business Division has also had another strong year of performance in a difficult market<br />
as can be seen from our end of year financial results. The surplus to budget in sales was<br />
significant in helping us to ensure that we achieve a solid overall trading surplus for the<br />
organisation. To all Business Division staff and Volunteers please accept my sincere thanks<br />
and appreciation for all your hard work, support and dedication after the past 12 months.<br />
During the past 12 months there were a number of other successful achievements and<br />
acknowledgements that I must mention. Our Country Sales Team, this continues to be led<br />
by the most capable and long serving volunteer, Michael Nicholas. Congratulations on<br />
another wonderful, successful year. This mobile shop provides clothing sales to the<br />
residents of communities like, Crows Nest, Pittsworth, Miles, Chinchilla, Roma and<br />
Dirranbandi is greatly appreciated and valued by the Board, staff and myself.<br />
Congratulations again to the Country Sales Team.<br />
Looking Forward: Strategic Planning 2011-2015<br />
New Industrial Instrument: For several months now the Executive Management Team has<br />
been progressing work on a new legal instrument for organisation to help take us into the<br />
future. Our COO-Corporate Services, Helen Montgomery, came off line for one month to<br />
focus on preparing a draft document for the Board to consider. Work continues and we are<br />
currently working with an Industrial Relations specialist to finalise the document before we<br />
start holding more formal discussions with our staff. We hope to be in a position by 31<br />
December <strong>2012</strong> to finalise this new Enterprise Agreement.<br />
Restructure of Corporate Services: As part of the current Strategic Plan 2011-2015 the<br />
restructure of our Corporate Services Division has been completed. This is a wonderful<br />
achievement and is a process that has taken approximately 12 months. Congratulations to<br />
our COO-Corporate Services, Helen Montgomery, on reaching this achievement which will<br />
help better place our organisation for the future.<br />
Restructure of the Business Division: Our COO-Business Services, Shayne Stenhouse,<br />
has now commenced work on the Business Division Restructure. This process is likely to<br />
take up to 12 months to be completed and is in line with our Strategic Plan 2011-2015.<br />
New Head Office 33 Russell Street Toowoomba: The planned move to our new Head<br />
Office at 33 Russell Street Toowoomba is likely to occur during late August or early<br />
September <strong>2012</strong>. This will be both an exciting and challenging time for us as we relocate to<br />
these newly refurbished premises in the heart of Toowoomba. As part of this relocation we<br />
will be selling both our current Head Office at 5 Mill Street Toowoomba and our 1 Taylor<br />
Street property to help reduce our overall building and renovation debt load. This new Head<br />
Office will help position our organisation for the next 25 years.<br />
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Renovations at 192A Stephen Street Toowoomba: Work has also commenced on our<br />
Distribution Centre at 192A Stephen Street Toowoomba. The focus is on using additional<br />
storage space more efficiently and constructing more offices, sealed staff room and training<br />
room. It is hoped this will all be completed by 31 December <strong>2012</strong>.<br />
<br />
<br />
we have held such a day and our 2 nd Whole of Organisation Day is planned for Friday 19<br />
October <strong>2012</strong> at the City Golf Club. These days give an opportunity for members of the<br />
Board of Directors, Staff and Volunteers to come together to better understand our<br />
challenges, successes and future direction that the organisation is moving in so everyone is<br />
clear as we work towards a common focus and outcomes.<br />
In closing my report I wish to again acknowledge the support and expertise that members of<br />
the Executive Management Team (Paul Jensen, Jenny Hohn, Helen Montgomery and<br />
Shayne Stenhouse) and the members of the Management Team bring to the organisation.<br />
We continue to operate in a period of constant change and continuous improvement. Over<br />
the past 12 years the management team has continued to evolve, evaluate and improve that<br />
way it operates. To all Managers and members of the Management Team please accept my<br />
sincere thanks and appreciation for everything you have done over the past 12 months.<br />
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COO Human Services <strong>Report</strong><br />
14<br />
by Paul Jensen, COO Human Services<br />
In this AGM report I will reflect on what has been achieved in the 2011-<strong>2012</strong> year and<br />
forecast some future directions for <strong>2012</strong>-2013.<br />
Eight key achievements are salient as I reflect on 2011-<strong>2012</strong>.<br />
Firstly, last year, there were the flooding disasters that occurred particularly in South West<br />
Queensland over the January period. Unlike 2010-2011 this year some of our staff were<br />
more directly affected by the impact of floods. Again I want to acknowledge the response of<br />
agency staff, their resilience in the midst of collective trauma and their ongoing commitment<br />
to the work of the agency. It is truly inspiring to witness their example and to work with such<br />
individuals.<br />
Second were some of the services that we've operationalised in 2011-<strong>2012</strong>. Our<br />
Queensland Gas Company funded service consists of three Counsellor positions - one with<br />
a focus on men's issues, one with a focus on men's counselling and one with a focus on<br />
general family counselling. The challenge that we have had in delivering this service is<br />
maintaining the delicate balance between offering therapy and respectful advocacy. This<br />
program is funded by QGC yet some of our clients claim to be adversely affected by the<br />
impact of coal seam gas mining in that region. We've managed the tension by balancing the<br />
competing interests of our clients and funding bodies respectfully and transparently.<br />
The Natural Disaster Recovery Coordinator program represents a collaborative partnership<br />
with the Toowoomba Regional Council and operates out of Council offices. The role of the<br />
Coordinator is to develop a database of volunteers who are able to be activated in the<br />
advent and wake of a natural disaster and provide voluntary support for a range of activities<br />
that are experienced in the wake of a natural disaster. The flood enquiry report into the<br />
2010/2011 natural disasters highlighted particular vulnerable people groups, namely the<br />
Community Culturally Linguistically Diverse Community and the community of peoples with a<br />
Disability. These folk were particularly affected in the wake of natural disasters. Volunteers<br />
recruited through this program will also have a focus on responding to those two particular<br />
communities in the wake of a natural disaster.<br />
Finally after securing Natural Disaster Resilience and Recovery funding via the Federal<br />
<br />
for the South West, in St George, Charleville and Mitchell with outreach to Roma. They are<br />
serviced, mentored and supervised by an experienced and qualified Financial Counsellor in<br />
that region.<br />
We have had other smaller funding initiatives around fixed term project work in the<br />
2011/<strong>2012</strong> financial year which have been very exciting and reflected in other Managers<br />
reports.<br />
The third was the ongoing embedding and restructure of the Human Services Division. One<br />
of the key ways to embed change is to develop further clarity about the new roles we<br />
recreated in the 2011 restructure in which the Manager and the Senior Practitioner roles<br />
replaced the former Team Leader roles. One strategy for creating greater clarity between<br />
those roles was the creation of Position Profiles. A Position Profile is made up of a Position<br />
Description, the Key Result Areas for that particular Position Description and Performance<br />
Development Plan - how we develop the performance in the Key Result Areas for each staff<br />
member. Currently all staff within the Human Services Division now have a Position Profile<br />
and that is aided in providing greater clarity for the roles of Senior Practitioners, Managers<br />
and for staff themselves. An illustration that our 2011 restructure is working well was<br />
positive feedback and input at our one year anniversary Professional Development training<br />
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Day that occurred on the 25 th of July <strong>2012</strong>. We had 50 staff from across the Human<br />
Services Division participate over that day.<br />
The fourth was some seminal work completed in developing research across Human Service<br />
Division programs and procedures to ensure continuous improvement. The Family Therapy<br />
<br />
interventions in line with client feedback. ASIST is the data gathering and analysis tool<br />
being used across the team. I will be presenting a paper on the implementation of our<br />
outcomes based research program at the Family Relationships Services Australia<br />
conference in Darwin in November <strong>2012</strong>. Our Men and Relationships Program have recently<br />
completed an extensive qualitative analyses of community need, existing services and<br />
<br />
, Mary Rose Miller was contracted<br />
<br />
procedures for responding to critical incidents. Other program areas have also been<br />
involved in program development and I refer you to their respective reports.<br />
creation of, and participation in multiple NGO forums and<br />
committees. For example, our Family Law Pathways Network is arguably the most<br />
interactive forum current for the Toowoomba Community. Network members come from a<br />
range of organisations that provide services for separating families, including practitioners<br />
such as counsellors, mediators and legal practitioners specialising in family law, and<br />
representatives from Family Law Registries, the Child Support Agency, Community Service<br />
agencies and Centrelink. Our Network aims to:<br />
work towards an integrated family law system;<br />
provide a forum for regular meetings of service providers to keep organisations<br />
connected and up to date with the services each is providing and recent<br />
developments such as changes to the way services are provided;<br />
provide Mega Training Days Service providers work together to host a day for staff<br />
from a range of organisations that provide services for separating families;<br />
provide Conferences and Forums Events have been held that bring together legal<br />
practitioners and service providers to hear about innovations in family law. Topics<br />
covered have included such things as collaborative law, Family Violence, changes to<br />
the Family Law Act and Primary Dispute Resolution. These events are aimed at<br />
broadening and strengthening membership by sharing information and providing an<br />
opportunity to Network;<br />
provide Training Sessions have been held to further the understanding of staff in<br />
particular services of their role in the overall family law system. Of late, our staff have<br />
been involved in AVERT Domestic and Family Violence Training.<br />
Sixth has been the provision by our Professional Development Team and Craig Lincoln of<br />
training across the agency in mandated areas such as Suicide Awareness, Addictive<br />
Behaviours, Child Safety Awareness, Domestic and Family Violence, Respect and Diversity<br />
and Work, Health and Safety. The impact of this training has not only been to render us<br />
compliant with our contractual agreements, but to further build the capacity of staff.<br />
The seventh relates to staff changes. Our agency is built on quality staff and quality<br />
provision of service to our clients. This last year has seen significant number of staff exit<br />
and enter the agency. In particular I want to acknowledge the work of Alan Dean, former<br />
Manager Federal and Other Programs, and a former Board member. His contribution to the<br />
agency in both roles over the past 12 months has been deeply appreciated.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Eighth is the increasing goodwill that exits across agency divisions. For example, when I<br />
first joined the agency, there was quite a gulf between the Human Services and Business<br />
Division including<br />
now Corporate and Financial Services, retain their distinctiveness, there has been<br />
continuous improvement in developing a locally tailored shared discourse and practice with<br />
the other organisational divisions that is both 'industrially compliant' and 'therapeutically<br />
sensitive and participative'. The community is best served by a tension between these two<br />
perspectives/discourses.<br />
Let me make mention of seven possible future directions which will shape the Human<br />
Services Division.<br />
First, the introduction of the National Disability Insurance Scheme will have a significant<br />
impact upon our Disability Services, the parameters of which are as yet unknown. We need<br />
to determine whether or not we want to participate in providing services to consumers of<br />
disability services as:<br />
a. assessors of need;<br />
b. brokers of services; and<br />
c. disability service providers.<br />
Second, the implementation of the Australian Charities and Not for Profits Commission will<br />
confident that we have the over arching<br />
governance frameworks to meet this challenge.<br />
Third, as I write the report, we await the impact of the September State budget on our<br />
service provision and whether there will be any adverse or positive affect for us as a<br />
company. Our company has been very robust in its governance and very effective in its<br />
service delivery in this particular region so we have every hope that our programs will<br />
continue to be held in high regard and continue to be funded accordingly.<br />
values<br />
are saliently embodied in two working parties. Our Reconciliation Working Party seeks to<br />
pursue the course of reconciliation between Indigenous and Torres Strait Islander peoples<br />
and non indigenous people in the agency. Our Environmental Management Working Party<br />
seeks to embody the values of good environmental stewardship which in part involves the<br />
reduction of our use of energy and can devolve to such simple things such as printing<br />
documents double sided or choosing whether or not to print.<br />
Fifth, the centralisation of most of our Toowoomba based services to Russell Street<br />
promises to be a good move in which we can further integrate our service delivery for our<br />
clients/participants to ensure better outcomes.<br />
Sixth, I would like to explore further the judicious use of Social Media to promote the<br />
company and its work including garnering more Corporate sponsorship for service delivery.<br />
Finally, I would like to build on the seminal research begun in 2010-2011 to ensure that our<br />
is underpinned by action/reflection research method in order to<br />
improve the quality and delivery of services and showcase best practice to funding partners,<br />
our Board and educational institutions.<br />
Despite some uncertainty, the future is looking very bright for <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong>.<br />
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COO Corporate Services <strong>Report</strong><br />
by Helen Montgomery, COO Corporate Services<br />
In August 2011, I officially took up the position of Chief Operating Officer - Corporate<br />
Services. Part of my brief was to develop and implement the restructure of the Corporate<br />
Services Division, including the realignment of the Administration Team (throughout<br />
Toowoomba and SWQ) within that process.<br />
As at today, Corporate Services Division provides the following services to all of the<br />
Company:<br />
Administration (HO and rural based);<br />
Information and Communication Technology (ICT);<br />
Workplace Health & Safety;<br />
Human Resources;<br />
Quality - incorporating both Quality Assurance and the broader development and<br />
implementation of a Quality System as mandated in the current 5 year Strategic Plan for<br />
the Company; and<br />
As the COO - Corporate Services my "hands-on" work involves HR and Organisational<br />
Development work, as well as working closely with Derek Tuffield, CEO and Board with<br />
matters regarding Risk Management and Governance.<br />
During the time we have realigned much of our administrative services, recognising the<br />
need to maximise resources and service provision through Company investments in things<br />
such as the centralised 1300 number. As at today, this is working very well, with some<br />
continuous improvement initiatives responding to both positive and constructive feedback<br />
received from staff (Toowoomba and rural based), clients and key stakeholders. The<br />
number of calls we receive daily is huge and growing as community need throughout SWQ<br />
continues to grow. However with a dedicated and lean team, we have a call response rate<br />
that would be the envy of many commercial organisations. Often we have 100% call<br />
response rate. Given that our callers may indeed be calling about a life and death situation,<br />
or other very significant life situation, this puts a very human face on some excellent<br />
Corporate Services support work that happens every weekday.<br />
We have made major in-roads into the development of a Quality System, including paving<br />
the foundation for ISO accreditation. In layman's terms, we are moving from Quality<br />
Assurance accreditation with a number of State and Federal Government Departments, as<br />
well as with <strong>Lifeline</strong> Australia as our national body, to a more over-arching Quality System<br />
which helps augment, and make even more efficient use of limited resources, so that<br />
ultimately we can provide more and even higher quality services to the wider <strong>Darling</strong> <strong>Downs</strong><br />
& SWQ community. It also strategically places us in an even stronger position when<br />
tendering for Fee for Service type arrangements with Government, major Corporations and<br />
for seeking more diversified income streams through Philanthropic Trusts, Professional<br />
Partnerships and so on. Income diversification not only ensures the continued financial<br />
stability of the organisation, and enhances ability to address unmet community needs, but it<br />
also allows us to be in strong position when making decisions based on our Company<br />
Values.<br />
I want to make special mention of our Administration & Quality Coordinator, Mrs Sweta<br />
Sharma, who not only brings a wealth of experience, skills and enthusiasm to her role, she<br />
is a delight to work with. Sweta has been instrumental in the achievements to date of the<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Administration Team in regards to reception support, administrative (back office) support,<br />
and also our positive steps towards achieving a Quality System. At the time of writing our<br />
Administration Team consists of:<br />
Toowoomba<br />
Mrs Tanya Miller - Reception<br />
Mrs Sarah Huybrecht - Reception<br />
Mrs Karen Murray - Reception and MARP Administration support<br />
Mrs Evlyn McKenzie - Administration Support<br />
Ms Katrina Marsh - Gambling Help Administration support<br />
Ms Natalie Herbert - Administration Support<br />
Ms Sandy Neuendorf - Administration Support<br />
Ms Judith Bacon - Administration Support<br />
Rural Offices<br />
Ms Anne Degnian - Administration Support - Dalby<br />
Ms Annette Cavanough - Administration Support - Roma<br />
Mrs Betty Jones - Administration Support - St George<br />
Mrs Madonna Maris - Administration Support - Charleville<br />
To each and everyone of you, I say a very sincere thank you for your ongoing contributions<br />
to <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & SWQ Ltd, and for your ability to continue to provide a high level<br />
of service (business as usual) during a time of significant and ongoing change. In particular I<br />
reflect that during our inaugural Corporate Services Division Planning and Development Day<br />
in March <strong>2012</strong>, not only we were achieving great results in terms of business performance<br />
indicators such as call rates, turn around times and quality of administrative services<br />
provided, but we had formed a cohesive, supportive and positive team. Again thank you for<br />
allowing me to share this part of the journey with you.<br />
In my time with <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong>, of around two (2) years, I have been impressed and<br />
delighted by the Company's willingness to look at adopting new and innovative measures,<br />
based around good practice in this and other industries, in order to provide even better<br />
supports to staff in carrying out their vital services. I wish to acknowledge not only the<br />
fantastic work that was undertaken by Ms Jennie Peut, Counsellor Administration<br />
Support, but also the forward thinking of Derek Tuffield, as our CEO (and my immediate<br />
boss!) in agreeing to the initial trial of Jennie's role. Jennie provided clinical debriefing and<br />
support to our administrative staff, as well as support around significant change processes/<br />
environments. This was not inconsiderable investment in our vital front office and<br />
administrative support (back office) staff. However when you look at the outcomes achieved<br />
in terms of performance, client feedback (internal and external), and then the "pulse" of our<br />
Corporate Services Administration Team it is an investment that has paid strong dividends.<br />
Our ICT team, currently comprising Mr Andries Buys, Manager, ICT, and Mr Antoine<br />
Changuion, ICT Support Officer, provide an incredibly professional, responsive and timely<br />
service to all of our Company which covers an area roughly the size of the state of Victoria.<br />
While maintaining very high levels of quality service required to keep our daily operations<br />
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running, they also maintain a strategic focus with major initiatives such as the Disaster<br />
Recovery Project which is seeing our systems "twinned" offsite so that in the event of a<br />
major disaster that we can continue with very minimal interruptions to service delivery and<br />
essential operational functions. Given the advent of extreme weather evidenced by the<br />
ongoing floods, and the bushfires which are not that distant a memory, these measures are<br />
essential in a dynamic and leading edge community services provider in the greater SWQ<br />
region. We employ approximately 170 paid staff, and we have over 400 dedicated<br />
volunteers. Our annual turnover is in excess of $12M per annum. The work that our ICT<br />
team undertake, with willingness and in a very timely manner, is exceptional. They also<br />
work closely with our Administration & Quality Coordinator, Mrs Sweta Sharma, to ensure<br />
that there is a good mesh between administrative requirements and ICT supports, such as<br />
through major Quality System initiatives such as the Records Management Project. It<br />
continues to be a pleasure to work with ICT in support of this wonderful organisation.<br />
In March this year Craig Lincoln, Work Health & Safety Advisor, officially became part of<br />
the Corporate Services Division team, moving across from Financial Services. Craig is a<br />
consummate professional, who never fails to go the extra mile in his role, and has the rare<br />
ability to combine technical and subject matter excellence, with a delightful sense of humour.<br />
In his role he travels across the great area that our Company services, working across<br />
Human Services Division, Corporate Services Division, Business Division and still maintains<br />
strong ties with Financial Services Division, partially backfilling the role of Manager, Property<br />
& Assets during times of annual leave etc. Craig has achieved remarkable results in his time<br />
with <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> in terms of bottom line results (essential if we are to be able to<br />
continue to provide vital community services) and even more importantly ensuring that all<br />
our staff and volunteers are kept as safe at work as the Company can possibly achieve. In<br />
addition to supporting <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong>, Craig works proactively with other, smaller<br />
community service organisations throughout the region assisting with audits and WH&S<br />
issues and concerns. In this way, his role exemplifies <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> commitment to<br />
working with the greater community to ensure community resilience and development. I<br />
have had the pleasure of working with Craig with various initiatives during my time with the<br />
Company and I again want to personally thank him and acknowledge his tremendous<br />
contributions to an organisation which continues to go from strength to strength.<br />
With the size of our organisation, our Human Resources, which include both paid and<br />
voluntary team members, are incredibly important. The Board and Management of <strong>Lifeline</strong><br />
<strong>Darling</strong> <strong>Downs</strong> continually acknowledge that people are our most important asset. Working<br />
together as a team we continue to be able to achieve amazing results both internally,<br />
building the capacity of the wider community. Our reputation as an employer of choice<br />
continues to grow, with staffing levels remaining fully occupied. Given the staffing<br />
challenges facing many local organisations particularly with the advent of the Surat Basin<br />
and resource sector boom this is a highly enviable position to be in. Corporate Services<br />
Division acts as the skeleton of the organisation, providing infrastructure to support people<br />
doing what they do best. I am proud of my team's achievements, who can often be the<br />
unsung heroes behind the scenes I believe. I hope this overview goes some way to not only<br />
provide you with an insight into our Division's achievements to date and strategic direction,<br />
but also gives an acknowledgement of the contributions of the individuals behind these<br />
substantial undertakings.<br />
In summary I would like to provide the following high level overview:<br />
Summary of Corporate Services Division Achievements 2011 - <strong>2012</strong><br />
Successful piloting of Counsellor, Administration Support role - cutting edge, industry<br />
best practice initiative.<br />
ICT Disaster Recovery Project.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Realignment of Toowoomba and SWQ administration function to Corporate Services<br />
Division.<br />
Records Management Project successfully completed.<br />
Ongoing work towards development of a Quality Management System, including<br />
retention of Quality Assurance accreditation (successful external audit in April 2011).<br />
Consistently high call answer rates which would be the envy of most large commercial<br />
and government organisations.<br />
Strategic Future Challenges <strong>2012</strong> - 2013 - inline with our Strategic Framework 2011 -<br />
2015<br />
Final implementation of Corporate Services Division restructure as State Government<br />
budget details and implications for wider organisation are known.<br />
Further development of Quality Management System including augmentation of<br />
procedures across the organisation.<br />
Further strengthening of Work Health & Safety function, particularly with regards to our<br />
invaluable volunteers.<br />
Move to Russell St and major refurbishment of Distribution Centre - ensuring minimal<br />
disruptions to professional and responsive corporate services.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
COO - Business Services <strong>Report</strong><br />
by Shayne Stenhouse, COO Business Services<br />
The Business Division has enjoyed a very profitable 2011/<strong>2012</strong> financial year.<br />
Our retail outlets had sales exceeding $3,650,000.00 for the financial year which is a<br />
<br />
financial counselling within the <strong>Darling</strong> <strong>Downs</strong> and South West region. We are currently<br />
looking at other export opportunities to help support our sales growth.<br />
The Distribution Centre has undergone some redevelopment and renovation to enhance<br />
work flow, provide more room for stock, and to cater for more staff (with new offices). These<br />
renovations occurred whilst Distribution Centre staff and volunteers were busily working. To<br />
that end I would like to thank the Distribution Centre staff and volunteers for their patience<br />
and dedication during this somewhat trying time. I wish to acknowledge the contribution of<br />
the Distribution Centre Coordinator, Stephen Pennells, who has been instrumental in<br />
ensuring staff were settled, builders were uninterrupted and that all the internal operations of<br />
the Distribution Centre were running smoothly.<br />
Our Retail Shops continue to perform very well during these hard economic times. Assisting<br />
our managers, staff and volunteers to achieve this great result, I wish to personally<br />
acknowledge the hard work and effort of our Acting Business Coordinator, Barbara Dallinger.<br />
Barbara continues to work closely with our shop managers to help address concerns, attend<br />
meetings, and work with staff to ensure the shops are presented to an outstanding level. I<br />
also wish to acknowledge the valuable contribution of our shop managers, staff and<br />
uable<br />
income to ensure our service delivery can maintain their key roles in assisting our <strong>Darling</strong><br />
<strong>Downs</strong> and South West community members.<br />
Employment Programs: During the past twelve months we have successfully completed a<br />
Green Army Course with the Graduation ceremony held at 17 Long Street with Local<br />
Member, Trevor Watts MP, attending and handing out certificates. Green Army has proved<br />
to be very successful in training participants in recycling and warehousing skills. Our<br />
Manager of Employment Programs, Angela Klein, has worked very hard this year and<br />
achieved over a 70% success rate of candidates being employed after they have<br />
successfully completed one of <strong>Lifeline</strong>s employment programs. Keep Queensland Moving,<br />
Green Army, Participate in Prosperity, African Communities Inclusion, Indigenous<br />
Employment Program are just some of the projects Angela has managed. We are seen as a<br />
very important supporter, trainer and supplier of skills and opportunities to the participants<br />
who enter these programs. To deliver these Employment Programs Angela and her staff are<br />
to be congratulated on their commitment and dedication.<br />
Special Events<br />
The Chronicle/<strong>Lifeline</strong> Bookfest <strong>2012</strong> This year saw another successful Chronicle/<strong>Lifeline</strong><br />
Bookfest in March that grossed over $49,000.00. Laurie Smith ably led a host of volunteers<br />
(too many to mention) and staff the week of Bookfest , and I would also like to mention the<br />
great work of Leigh, Leila, Jeannie and Rob for their work throughout the year in sorting the<br />
books for Bookfest.<br />
Easterfest <strong>2012</strong> This year was our 6 th year at Easterfest in Queens Park. We raised over<br />
<br />
for <strong>Lifeline</strong> and we can all be very proud of<br />
the work done by Barbara Frizzell, Michael Nicholas plus other staff and volunteers who<br />
helped make the <strong>2012</strong> Easterfest fundraiser so successful.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Our Clothing Classifiers/Rag Cutters and Bric-a-Brac staff perform important work which<br />
cannot be overlooked or undervalued in anyway. Leading our Clothing Classifiers is Nicole<br />
Smith-Mackenzie. Nicole and her team have done a wonderful job in ensuring all of our<br />
shops are provided with the best quality garments and bric-a-brac. We have seen growth in<br />
our Export Sales which meant some work practice changes. The classifiers are to be<br />
commended on their dedication to embracing the changes and producing out a quality<br />
marketable product.<br />
To our Truck Drivers, Storemen and our dedicated and supportive volunteers, I<br />
sincerely thank you for all the kilometres you have travelled as well as being the face of<br />
<strong>Lifeline</strong> when assisting the community with pick-ups and deliveries.<br />
This year we commenced the transformation of the Distribution Centre with new offices, a<br />
mezzanine level and other cosmetic changes that will helped us with work flow and extra<br />
storage capacity. To this end I thank the Board of Directors for their confidence in the<br />
Business Division as well as the financial commitment they have made for the Business<br />
Division now and into the future.<br />
I would also sincerely like to thank our Chief Executive Officer - Derek Tuffield, Chief<br />
Financial Officer - Jenny Hohn, Chief Operating Officer Corporate Services - Helen<br />
Montgomery and Chief Operating Officer Human Services - Paul Jensen, for their<br />
unwavering support in the past twelve months to the Business Division. Your support is<br />
greatly appreciated and it is a pleasure to be part of such a dynamic team. I also wish to<br />
acknowledge the wonderful support of Hayley Skopp, the Executive Assistant to the CEO<br />
and the Executive Management Team, for her coordination, minutes and support during the<br />
past 4 months.<br />
In closing, there are so many people to thank, internally and externally to the organisation,<br />
and I know that I will have left someone out, and if so, my apologies. I am very proud of the<br />
work that you all do, and I am proud to be a part of this organisation. I look forward to a<br />
bigger and better <strong>2012</strong>/2013 year.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Manager Professional Development <strong>Report</strong><br />
by Trish Feehely, Manager Professional Development<br />
Establishing the Professional Development Team has been one of the key achievements out<br />
of the organizational restructure in 2011/12. The challenge has been to facilitate learning<br />
and development across the divisions, with the emphasis on professional practice in the<br />
Human Services Division.<br />
The Team<br />
The team comprises of five Senior Practitioners, each providing leadership in their<br />
Cluster around effective, ethical and innovative professional practice. Jeanie, Lesley,<br />
Gayle, Shelley, Kath and Anne have contributed so much this year to continuous<br />
learning and improvement in service delivery and to the development of a culture of<br />
good teamwork, strong coaching and mentoring, building and sharing the exceptional<br />
skills base we have in the Agency.<br />
Achievements<br />
Intern Program a partnership with SQIT which has placed 6 Community Services<br />
students across our programs, including 3 Indigenous students.<br />
Tertiary Student placements partnerships with USQ and with JCU have benefitted<br />
students in Psychology and Social Work programs, with placements in PHaMS.<br />
Whole of Agency training Senior Practitioners have delivered training in the following<br />
essential areas:<br />
Child Safety<br />
Family and Domestic Violence<br />
Cultural Awareness<br />
Mental Health and Suicide Awareness<br />
Addictions<br />
Respect and Diversity<br />
Workshops in our core practice approaches have been held throughout the year,<br />
<br />
<br />
all of the services we deliver. Subsequently we delivered workshops in supervision<br />
practice, and the use of counselling tools and resources in a strengths based way.<br />
Our partnership with Lighthouse Resources continues, with 3 exciting workshops being<br />
the<br />
are you investing in<br />
<br />
cost of delivery to our own staff, and provide a wonderful opportunity for local<br />
professional networking.<br />
There has been a deliberate shift from external to internal professional support,<br />
supervision and training in the restructure, signaled by the creation of the new<br />
positions (Manager of Professional Development and Senior Practitioners). The loss<br />
of access to external supervision was a significant change; however there has been<br />
consistently positive feedback for all of the professional development activities and<br />
regular supervision offered in-house. We can continue to improve the level of<br />
satisfaction of practitioners in the range and depth of professional development<br />
provided.<br />
23
Challenges<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
It is a challenge to offer staff a mix of internal and external training opportunities,<br />
always ensuring that investment in external training/workshops/conferences has a<br />
significant and shared benefit for the organization. Requests for participation in<br />
external events will be considered in a fair and consistent way, with a strategic eye on<br />
their value to the individual, the team and organization.<br />
Providing support for training and career development to staff in other Divisions as<br />
they do their different, but equally important jobs is an ongoing challenge. Staff in<br />
Corporate Services have participated in all of the mandatory training sessions offered,<br />
and have demonstrated their real interest in understanding the business of service<br />
delivery and the social contexts in which we operate.<br />
Future directions<br />
Our hope for the next year is to be able to give real meaning to the concept of a<br />
Community of Practice at <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> and South West Qld. Our direction<br />
is moving from a single program focus to a more integrated approach, capitalizing on<br />
the co-existence and now co-location of a wide range of services for individuals and<br />
families. In such a Community of Practice, members are collaborative, always<br />
thinking of ways to bring people and ideas together. All kinds of resources,<br />
knowledge and professional experience will be shared. A practical example of this will<br />
be our Intranet Library project, capturing the spirit of collegial learning and support,<br />
making the best of our individual collections of resources and research available to<br />
colleagues. We are seeking a positive professional environment where people really<br />
want to work, and the very best of service delivery to the communities of <strong>Darling</strong><br />
<strong>Downs</strong> and the South West.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Community Organisation Profile<br />
Speech by Minister for Agriculture, Fisheries and Forestry, Hon John McVeigh<br />
State Parliament on 7 June <strong>2012</strong><br />
<br />
cares for my <br />
Toowoomba North, Condamine, Warrego, Southern <strong>Downs</strong> and Gregory.<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland was established as <strong>Lifeline</strong> Toowoomba in<br />
1975. Its primary function is to offer counselling and support to those in need, especially in<br />
rural and remote areas.<br />
In 1990 the state government asked the organisation to offer operational support to drought<br />
affected farmers out at Dalby which was the first time it expanded past Toowoomba. As the<br />
years have gone on and the drought subsided, the need to expand was still evident with<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> establishing two permanent offices to service St. George and<br />
Charleville in 1997, and also installing permanent offices in both Cunnamulla and Roma.<br />
<br />
services go beyond the physical. Often people are hurting mentally and personally. It is<br />
because <strong>Lifeline</strong> staff are mobile and are able to travel to meet with people that their<br />
services are so effective <br />
travel to access help. And <strong>Lifeline</strong> makes no exceptions they are there for whoever needs<br />
them, regardless of the situation. For people in regional Queensland who are often ignored,<br />
the <strong>Lifeline</strong> service is a life line.<br />
During the Equine influenza of 2009/10, <strong>Lifeline</strong> was on the ground at the forefront helping<br />
those affected. Then when the floods struck during the summer of disasters, <strong>Lifeline</strong> was<br />
offering counselling in the most severely affected areas and also collected and distributed<br />
food, clothing and white goods to those who had lost everything. At the peak, <strong>Lifeline</strong> staff<br />
across 16 different locations at the same time. And when the towns of St George, Roma and<br />
Charleville were again inundated this year, they were right back there.<br />
<br />
families of children with a disability to cope with the never ending costs of living with a<br />
disability whether that is medical treatment or the accommodation needed to attend<br />
appointments.<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> has given solace and practical help to many who have suffered<br />
throughout the region since it was set up nearly four decades ago.<br />
I applaud Derek Tuffield, his dedicated staff and the 400 selfless volunteers who give so<br />
<br />
support to keep on doing the job they are doing looking after those most in need of help.<br />
25
Emergency Relief<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
By Debbie Tanzer, Emergency Relief Support Worker<br />
<br />
<br />
From January to August the Emergency Relief Program has assisted 758 clients, 352 of<br />
these clients were new to <strong>Lifeline</strong>. During this time 516 food packs were issued along with<br />
436 food vouchers totaling $44,095.00. 142 utility and rent payments totaling $33,943.32<br />
and other assistance for furniture, nappies, blankets and medication was also issued.<br />
The overwhelming demand for Emergency Relief (ER) assistance has increased in the last<br />
month with approximately 83 people turned away in August alone. Rent payment problems<br />
have been the dominating issue presented during support sessions as people struggle to<br />
survive on limited incomes while the cost of living continues to rise. Many Emergency Relief<br />
clients are the recipients of the Newstart allowance, or another government benefit, which is<br />
not sufficient to live on.<br />
We are now seeing the trend shift again to electricity bills with clients presenting electricity<br />
bills of $800 and higher. The use of heaters for warmth in Winter accounting for some of<br />
those huge accounts, coupled with the slow 50% rise in electricity costs over the last four<br />
years, has impacted heavily on families.<br />
Housing also continues to be a huge issue in the Toowoomba area. Escalating rents, job<br />
redundancies and not enough public housing have seen some families and individuals<br />
homeless, living in their cars or forced to make camp at the Toowoomba showground. Many<br />
are also forced to board with family or friends creating stress on all parties and making the<br />
quality of life less than ideal. <strong>Lifeline</strong> Emergency Relief has a strong alliance with The Red<br />
Cross Homestay Team, and we are often called on to work alongside them in keeping clients<br />
in their homes.<br />
The Emergency Relief food packs have provided a vital back up to the support session<br />
assistance offered. The packs are designed for approximately a two day supply of food until<br />
further assistance, if needed, can be given. The staple items in the food packs are pasta,<br />
rice, cereal, milk, tinned spaghetti, tinned baked beans, noodles, pasta sauce, instant potato<br />
as well as any other extra donated items. The mainstream items are ordered from Coles and<br />
are delivered each month. We also have a contract with ALDI Supermarkets who supply<br />
Emergency Relief with bread, fruit and vegetables and some non-perishable items. These<br />
items are within the use by date but not long after, so need to be used quickly although with<br />
the use of a fridge and freezer we are able to make some items last a little longer.<br />
A team of 5 dedicated volunteers, pick up the food from ALDI and assemble the food packs<br />
for clients, these can number anywhere from 3 to 12 per Emergency Relief Day. Without<br />
these volunteers we could not provide this service to our clients. The Emergency Relief<br />
program has also acquired a volunteer intern to assist with clients in support sessions and to<br />
research further some ways to empower and encourage clients in finding a more positive<br />
way to manage some of the issues that clients present to us, once they leave the ER support<br />
session. An example of this is that we are currently working on an information pack to give<br />
to clients which includes budget tips, recipes, bill payment plan options and information on<br />
further support organizations. It is also hoped to introduce workshops for cooking, budgets<br />
etc. Many of these suggestions have been requested by our clients.<br />
<br />
<br />
can then go through and choose their<br />
<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
<br />
eat junk food than it is to buy meat, fruit and vegetables.<br />
As <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> continues to be on the frontline of the people in our community, in<br />
distress, we are hearing the plight of these people struggling with everyday living, a problem<br />
that should not be in this beautiful lucky country that we have. Almost on a daily basis we<br />
hear stories of children not being sent to school because there is no food for lunches,<br />
parents not eating themselves so that their children can, people living in the dark too afraid<br />
to turn on a light for fear of a high power bill, threats of eviction because of rental arrears<br />
causing stress to families already on the edge, and loss of income through job loss. It is our<br />
aim that Emergency Relief can provide some hope and relief in these times of crisis and<br />
need, whilst encouraging clients to recognize positive and empowering solutions to the<br />
skills that they already<br />
possess.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Family Law Pathways Networks (FLPN)<br />
by Alan Dean, Manager Federal & Other Funding<br />
The Australian government funds Family Law Pathways Networks around Australia. Each<br />
network comprises of professionals operating within the family law system who focus on<br />
information - sharing and networking opportunities in a local area; and develop and maintain<br />
cross - sector training to help build stronger working relations across the family law system.<br />
The Team<br />
This project is contracted out to Deanne Whittaker. Deanne was recently also appointed in a<br />
separate role/project to position of State Pathways Coordinator by the State Auspice<br />
(Relationship Australia Qld) which recognised her accomplishments in the Pathways<br />
program at a local and regional level.<br />
Achievements<br />
Held training programs on Collaborative practice AVERT Family Violence.<br />
Project Worker and Auspice representatives participate in regular Pathways Network<br />
Reference Group meetings.<br />
Project Worker and members of Network continue to participated in Family Law<br />
networking events which includes providing resources and brochures on <strong>Lifeline</strong> and<br />
other community agency services supporting separated families and their children as<br />
well as referral information on advice/support in family law sector<br />
One d ity Ready, Willing and Able to C<br />
<br />
and Family Violence Integrated case management national pilot; Executive members of<br />
Qld Collaborative Law Association presenting on newly released Collaborative (Law)<br />
<br />
like in our community?<br />
AVERT Family violence training was given to the community. The AVERT Family<br />
Violence Training Package was specifically designed and developed for multidisciplinary<br />
training for community service providers legal professionals and<br />
practitioners in the family law sector working with families at risk of separation and<br />
separated, experiencing family violence.<br />
Collaborative Practice: Was held with guest presenting her<br />
research and the Pilot Project group members outlining the Collaborative Practice pilot<br />
being undertaken and the framework for development of the model at a community level<br />
with the partnering agencies and court system.<br />
<br />
Project was endorsed by AGD with current budgeted project funds approved by AGD for<br />
allocation to development of an Integrated Collaborative Practice model for<br />
Toowoomba. Marilyn Scott, Senior Lecturer at University of Technology Sydney has<br />
agreed to mentor the members of the Pilot Project Working group in the development of<br />
the model as an action learning project over next twelve months.<br />
State Family Law Pathways Forum held in Bundaberg June 20 th and 21 st June <strong>2012</strong>.<br />
Deanne (Project Worker), Deb McLachlan (Deputy Chair/manager of Toowoomba FRC)<br />
and Ruth Chai (Member of Reference Group and Solicitor, TASC) attending from<br />
Toowoomba & South West Family Law Pathways Reference Group.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Ongoing project management of Pathways project including finalising of Resource<br />
Directory for Family Court staff and Magistrate on local and regional services supporting<br />
separated families and children; and quarterly Pathways newsletter to members/local<br />
service providers.<br />
Challenges<br />
The main challenge is time constraints and budget limitations. The project is run by the<br />
reference committee who are all busy professionals in their respective fields.<br />
-consideration of<br />
increased funding to Toowoomba Network as a medium sized Pathways region.<br />
Decision will depend on outcome of current National Review of Pathways Program.<br />
Members of Pathways Reference group are currently participating in national review of<br />
Family Law Pathways Network. National survey and network consultations occurring<br />
across nation, with Toowoomba members also participating in interviews/surveys.<br />
Future directions<br />
We have received new funding for the project and Deanne Whittaker has been re-<br />
appointed as the coordinator. A new chair for the reference committee will be<br />
determined and our new senior Practitioner for the program Kathrine Corcoran will be<br />
involved in the committee.<br />
The Pilot project will be undertaken and hopefully generate interest from government for<br />
further development.<br />
29
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Family Support Program<br />
by Elysia Saunders, Family Support Worker<br />
Family Support Program is a flexible, responsive method of supporting families who have<br />
child/children with a disability (as defined by section 5 of the Disabilities Services Act 1992).<br />
Supports and services are provided to assist families build their capacity to manage as a<br />
family and care for their child/children. The aim of the Family Support Program is to support<br />
the family with the extra costs of caring for a child with a disability and to build the family's<br />
capacity to function more effectively as a family unit around the caring of the child/children<br />
with a disability.<br />
This is achieved by two means:<br />
Planning and Coordinating Supports<br />
The Family Support Worker works with the family to identify their current and future needs<br />
and to make decisions about supports that are most appropriate.<br />
Discretionary Funds<br />
Discretionary funds are used to purchase a range of goods and services to meet the family's<br />
needs around caring for their child/children with a disability. Discretionary funding is based<br />
on a Support Plan, which identifies the family's goals and support needs and provides<br />
detailed costing over and identified period of time e.g. 6 months. Each support plan will<br />
allocate a portion of discretionary funds for that time and period and identify other supports<br />
the family maybe accessing from other sources and supports.<br />
The Team<br />
Family Support Worker - Elysia Saunders (commenced November 2011).<br />
Administration Officer - Betty Jones (commenced January <strong>2012</strong>).<br />
The Family Support Program is situated within Cluster 5 with Senior Practitioner, Anne<br />
Lee.<br />
The Family Support Program is State Government funded therefore sits with the State<br />
Funded Program Managers, Kate Greener and Donna Lacey.<br />
Achievements<br />
There are currently 19 families being supported by the Family Support Program and<br />
two registered vacancies with Disability Services.<br />
There have been in excess of 230 client contacts this year.<br />
In the past twelve months, 38 support plans have been developed.<br />
The families currently on the program already have other support services in place<br />
prior to current Family Support Worker commencing. This is a huge advantage for<br />
families and the Family Support Worker in continuity of care and support.<br />
Maintaining relationships and networks that have been previously achieved that<br />
benefits the clients and the program.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
The whole of organisation restructure and the hierarchy of support it has provided has<br />
proved to be very beneficial for this program. It has allowed for clearer boundaries for<br />
staff and clients and any issues are dealt with quickly.<br />
This year we have developed and maintained electronic client files for improved<br />
accessibility and accountability.<br />
The Family Support Program participated in an annual audit and recertification which<br />
was achieved in May.<br />
The Discretionary Funds Guidelines was reviewed so clearer guidelines are available<br />
to clients and staff.<br />
Whole of Organisation Meeting was much appreciated by rural staff and allowed for a<br />
sense of belonging and a space for sharing information.<br />
25 families outside of the 19 families we support were successful with Non Recurrent<br />
Funding submissions; this funding was used for various items to help make life a little<br />
easier for the families.<br />
Training undertaken by staff to build skills so that appropriate support can be given to<br />
clients:<br />
1. Cultural Awareness<br />
2. Child Safety<br />
3. Bringing up Great Kids<br />
4. Crisis Prevention<br />
5. Person Centred Thinking<br />
6. Case Management Skill Set - current<br />
Challenges<br />
The geographical area that is required to be covered by the program is very large and<br />
can be challenging in being able to provide the support that is essential to the families<br />
on the program.<br />
Sourcing accommodation when conducting home visits in areas that have oil and gas<br />
industries is a huge issue.<br />
Filling vacancies on the program has been extremely challenging as the process for<br />
referrals from Department of Disability Services has changed considerably and clients<br />
can now only be referred by the Department. This has meant that we have had several<br />
vacancies unfilled for some time.<br />
Future Directions<br />
Reassessment of eligibility for current families of the Family Support Program.<br />
Continue to support, advocate and empower families who are accessing the Family<br />
Support Program.<br />
31
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Family Therapy Program<br />
32<br />
by Kath Corcoran, Senior Practitioner<br />
& Kate Greener, Manager State Funding<br />
The purpose of the Family Therapy Program is to provide counselling and other support<br />
services to assist vulnerable individuals who are at risk of, or who are experiencing personal,<br />
<br />
wellbeing and ability to participate positively in their community. This program offers<br />
generalist counselling, practical support, advocacy, referral and linkage to other services as<br />
required. This program is easily accessible and culturally appropriate. Service delivery may<br />
be provided through a variety of modes, including but not limited to face-to-face, telephone,<br />
physical service location, community meeting point, and outreach.<br />
The Team<br />
The membership of the team has remained constant over the last twelve months with only<br />
the addition of a new Senior Practitioner who started with the team in March <strong>2012</strong>. Each<br />
team member works part-time and works with a collegiate approach to their framework,<br />
systems and processes.<br />
Senior Practitioner Kath Corcoran<br />
Counsellors Kim Coleman<br />
Andrew Nicholson<br />
Denny Edwards<br />
Rob Sandison<br />
Manager Kate Greener<br />
Achievements<br />
The Family Therapy Team has consistently sought to develop their skills and<br />
knowledge. During the year, the team has continued to reflect on their practice and<br />
refine process and procedures to ensure that service delivery to clients is of a high<br />
quality and delivered in a timely way.<br />
The Family Therapy Team has been using two scales in their client sessions to assist<br />
with therapy and also as an evaluation tool.<br />
-being and<br />
how things have been on entry to the session for example it measures personal<br />
wellbeing, family and close relationships, work, school and friendships and a general<br />
sense of well-being.<br />
The Session Rating Scale (SRS) completed by the client at the end of the session<br />
rates the union between the counselor and the client, for example it measures the<br />
therapeutic relationship, goals and topics covered, approach and method and overall<br />
outcome of the session.<br />
Paul Jensen is presenting a paper at the FRSA (Family Relationships Services<br />
<br />
ORS and SRS and looking at pre and post tests of individual clients.<br />
Below is an example of the outcomes of a client once the scores have been entered<br />
into the data system. This can then be used as a tool and shown to the client so they<br />
can see their progress or help identify times when their situation may not be going<br />
well.<br />
31
32<br />
<strong>Lifeline</strong> <strong>Lifeline</strong> <strong>Darling</strong> <strong>Darling</strong> <strong>Downs</strong> <strong>Downs</strong> & South & South West West Queensland Ltd Ltd <strong>2012</strong> <strong>2012</strong> <strong>Annual</strong> <strong>Annual</strong> <strong>Report</strong> <strong>Report</strong><br />
The The Family Family Therapy Therapy Program Program has has supported 480 480 people people this this financial financial year year during during 941 941<br />
individual sessions.<br />
Challenges<br />
Meeting Meeting the the needs needs of the of the community continues to provide to provide challenges. Waiting Waiting periods periods<br />
are are kept kept to a to minimum a minimum however however inevitably this this is often is often longer longer than than we we would would hope. hope. We We<br />
have have seen seen an an increase increase in requests in requests for for work work with with couples couples and and families. families. This This work work<br />
requires requires a long-term a long-term commitment and and extensive skills. skills.<br />
Future Future directions<br />
It is It hoped is hoped that that the the team team will will benefit benefit from from further further training training opportunities into into the the future. future.<br />
The The team team is planning is planning for for a more a more integrated approach to service to service delivery delivery across across the the<br />
other other programs and and teams teams within within the the organisation. The The team team anticipates that that the the<br />
location location and and set set up of up the of the new new building building will will enable enable great great outcomes for clients. for clients.<br />
33<br />
33
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Financial Counselling (Roma)<br />
by Alan Dean, Manager Federal & Other Funding<br />
This is a program funded by Department of families, Housing, Community Services and<br />
Indigenous Affairs.<br />
Commenced 1/9/2011 and funded to 30/6/2014 - to service Roma, Balonne, Bulloo, Murweh,<br />
Paroo and Quilpie.<br />
The Team<br />
Jacqueline Landers is our trainee Financial Counsellor at our office in Roma four days<br />
a week. Jackie is under ongoing studies for her Diploma and receiving mentoring from<br />
our experience financial Counsellor, Mary McLean.<br />
Achievements<br />
Jackie networked approx 140 times with different organizations promoting our<br />
services.<br />
Jackie held 231 sessions with clients.<br />
Challenges<br />
The major hurdle is getting rural people to admit to the need for financial counselling. It<br />
is seems to be a stigma to admit financial problems, especially in small communities<br />
We are endeavouring to network with other agencies and have workshops to educate<br />
people of the advantages of seeking assistance.<br />
People out West are facing large housing costs and many have been affected by the<br />
floods which are only now starting to surface.<br />
Future directions<br />
With the arrival of new State government funded Financial Counsellors in some of this<br />
<br />
work together for effective coverage.<br />
34<br />
33
34<br />
Flood Counselling<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
by Alan Dean, Manager Federal & Other Funding<br />
Due to the Floods and other extreme events the Federal Government provided counseling<br />
services to the people of the Stanthorpe, Warwick, Allora region and Toowoomba/Lockyer<br />
regions to help work through the resultant and related issues<br />
The Team<br />
During the program we have had at any one time, two part-time Counsellors. Janine Hill<br />
worked in the Warwick, Stanthorpe and Allora area for the full year. Initially Kathryn Watson<br />
and then Jenny King worked the Toowoomba/Lockyer region. These ladies have a wealth of<br />
professional training and practical experience and brought to this program incredible<br />
wisdom, professionalism and compassion.<br />
Achievements<br />
The counselors were busy every day and the demand did not slacken right till the end.<br />
Well over a 120 clients were seen, most for multiple sessions. The service was highly<br />
valued within each community. A volunteer coordinator for the Grantham Community<br />
Centre since the time of the flood commented that the employees of <strong>Lifeline</strong> were<br />
<br />
<br />
Through counselling clients gained a better understanding of their problems, and learnt<br />
skills such as mindfulness practices, relaxation exercises, communications skills and<br />
anger management.<br />
Challenges<br />
There was a lot of frustration in these communities and some of the issues in the<br />
Lockyer Valley were delays in insurance claims, substandard work by contractors,<br />
excessive charges, costs of living, dealing with impersonal, large organizations.<br />
It is difficult to engage in personal counseling when people have not been resettled into<br />
<br />
The demand in the Stanthorpe/Warwick area for general counseling was greater than<br />
the hours available.<br />
Future directions<br />
This program was funded from 1 June 2011 to 30 June <strong>2012</strong> and has thus been<br />
completed. The issues which the counseling sought to address have not dissipated in<br />
the twelve months and thus the need remains for on-going support in these areas which<br />
have not traditionally received great recognition.<br />
35
Gambling Help<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
by Gayle Sainsbury, Senior Practitioner Cluster 2<br />
& Kate Greener, Manager State Funding<br />
The Gambling Help Program responds to the immediate needs of individuals and families<br />
who have been adversely affected by gambling through the provision of counselling and<br />
referral to other support services. This program also increases the level of community<br />
awareness by providing community education through information and networking sessions<br />
about the adverse consequences and risk of harm associated with gambling in order to<br />
minimize the risk and prevalence and incidence of problem gambling. The staff also liaise<br />
with gambling venues and supports them with adhering to the Responsible Gambling Code<br />
of Practice and also provides venue staff training around the affects that excessive gambling<br />
has on individuals and families. This Program is funded by the Department of Communities.<br />
The Team<br />
Gayle Sainsbury is the Senior Practitioner of this program.<br />
The counselling team consists of Gayle Sainsbury, Lesley Spring, Asha Honeysett and<br />
Sonia Muller.<br />
Our long serving administration person, Joy Cook retired this year and Katrina Marsh has<br />
taken up this position.<br />
Lesley Spring is also the Supervisor of Community Education.<br />
Peter Nightingale is the Community Educator; Linda Maurer sadly resigned last year as<br />
Community Educator.<br />
Mary Mclean is the Financial Counsellor.<br />
Achievements<br />
In spite of changes in some key staff areas, the client service has not diminished in any<br />
way and the program continues to provide high quality therapy and education around<br />
responsible gambling. Client feedback has been consistently encouraging. Client<br />
numbers have also steadily increased during the last six months.<br />
This year the Gambling Help Program has supported 104 people who were<br />
experiencing difficulties due to excessive gambling.<br />
Two informative and high quality newsletters have been published highlighting<br />
interesting stories and useful information for service providers and clients.<br />
The Community Educators have been extremely busy this year visiting:<br />
o 205 Community Agencies<br />
o 74 Health Services<br />
o 225 Gambling Venues<br />
The team has presented information sessions to three Community Groups, set up<br />
displays in three Libraries, held 17 Gambling Awareness sessions to 549 people,<br />
attended 14 interagency meetings, presented Gambling Awareness education sessions<br />
at Mt Lofty High School and held two support groups for clients.<br />
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35
36<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
The Counselling staff conducted two days of Addictions training in May which was of<br />
extremely high quality and well received by all attendees. Our hope is that it can be<br />
taken out to our regional offices for professional development for staff.<br />
The program has been working with the City Golf Club during April by providing<br />
counselling on site at the gambling venue for patrons who may be experiencing<br />
problems relating to excessive gambling.<br />
Staff have coped really well with the structural changes within <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong><br />
and client service has not been compromised.<br />
Challenges<br />
Our greatest challenges have been the staff changes because we lost a knowledge<br />
base that has taken a while to rebuild.<br />
Mary McLean has worked with Gambling Help clients for many years helping them work<br />
through the financial <br />
six months meant that we had to find other referral avenues and in these areas our<br />
clients were competing for attention with flood victims so some referrals fell through the<br />
cracks.<br />
The move to Russell St comes with the challenge of being directly opposite the second<br />
largest gambling venue in Toowoomba, a fact which several of our clients have drawn to<br />
our attention. This may mean some of them find it hard to visit us for therapy because it<br />
is too close to the source of their addiction.<br />
Getting clients to access this service because of the stigma related to gambling.<br />
Future directions<br />
The Program has been booked to deliver four sessions of Gambling Awareness<br />
education to Year Eleven at Harristown High, we are hoping to be able to present to<br />
other schools in the coming year.<br />
The Community Educators have organised with the Toowoomba Sports Club to run<br />
weekly forums around gambling issues open to patrons of the club.<br />
The program will continue to deliver Information and education sessions around<br />
problems associated with excessive gambling to the communities in Toowoomba and<br />
South West Queensland.<br />
The program will continue to provide professional counselling to individuals and families<br />
adversely affected by excessive gambling.<br />
37
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Men and Relationship Program (MARP)<br />
by Alan Dean, Manager Federal & Other Funding<br />
This program has a three prong approach: free counselling to men and their families, group<br />
work eg. Outrage and Hey Dad done in our facilities and in other areas such as schools or<br />
community centres, and developing community inclusion projects to provide sustainable<br />
ongoing support for marginalised men to their community.<br />
The Team<br />
At the start of the year MARP had reduced its activities to eight hours of evening<br />
counseling <br />
hours were increased to do more counseling and to prepare for the funding body a<br />
Disadvantaged Client Access Strategy (VADCAS). This is to be our blue print for the<br />
next two years. In February, we finalised our contractors and we hired a fulltime<br />
Coordinator for the program, Andrew Spring.<br />
Achievements<br />
Our Access strategy was accepted and we are well on the way to meeting its<br />
demands.<br />
Andrew Spring has increased our counselling by over 400% and has reduced Did Not<br />
Attend (DNAs) from 40% to 10%.<br />
In May alone he had 24 new clients.<br />
He was away for a couple of days and there were 12 referrals waiting for him.<br />
We have negotiated with our Yarnin Up program to provide free counseling and<br />
workshops for the indigenous men who attend the Shed (see Yarnin up <strong>Report</strong>).<br />
Challenges<br />
The main focus will be on fulfilling our access strategy especially in relationship to the<br />
Indigenous community.<br />
The demand for our revitalized service is greater than our capacity.<br />
Future directions<br />
We will have a part-time counsellor/community worker Asha Honeysett for next year.<br />
We will be conducting workshops this upcoming year and using volunteers and<br />
contractors to expand our capacity.<br />
We are negotiating with Indigenous groups to offer our services.<br />
38<br />
37
38<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Natural Resilience Program<br />
by Gavin Quinn, Volunteer Placement Coordinator<br />
& Kate Greener, Manager State Funding<br />
-<br />
Government Organizations (NGOS) and the Community to address the interconnected<br />
aspects of Disaster Management through Prevention and mitigation in community education<br />
and strengthening Community Recovery after an event. This program is funded by the<br />
Department of Communities.<br />
Key milestones within this project are:<br />
Vulnerable Persons list or a Community Information Directory with communication tools<br />
<br />
be able to assist their vulnerable client base<br />
Community Education packages in the form of Psychological, Financial, and<br />
Environmental preparedness and how to be proactive before and during an event or<br />
Disaster.<br />
Train a trainer style volunteers called Resilient Communities Volunteers, that able to<br />
educate a community using the Community Education Packages and be ambassadors<br />
during times of natural disasters.<br />
Replicate the above key milestones through the <strong>Darling</strong> <strong>Downs</strong> and South West<br />
Queensland.<br />
The Team<br />
The Volunteer Placement Coordinator is Gavin Quinn and he is based in the Local<br />
council offices for the duration of the project.<br />
The Virtual team is key member Community<br />
Development and Disaster Management, Local Disaster Management Committee<br />
(LDMG), Assert Services and <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> leading on the milestones on this<br />
program.<br />
Kath Corcoran is the Senior Practitioner.<br />
Kate Greener is the Manager.<br />
Achievements<br />
To date the Volunteer Placement Coordinator has been doing a lot of research, planning and<br />
setting up for this program to be successful. This is a two year project. Below is a list of<br />
agreed upon strategies which will be implemented in the coming year.<br />
A database of <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> Volunteers will be designed; this will enable the<br />
coordinators to build up capacity of Volunteers resources in times of deployment of<br />
staff/volunteers during natural disasters. This database will also state the volunte<br />
skills.<br />
Updated Volunteers pathway - future volunteers will be able to see via the website and<br />
leaflets what areas and roles they can volunteer for.<br />
39
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Community Education is being developed in conjunction with the Toowoomba Regional<br />
Councils Community Development Team and discussions with <strong>Lifeline</strong> <strong>Darling</strong> Down<br />
program staff.<br />
Networking and contacts in Community Development and Communities in Emergency<br />
Management throughout Australia have been established.<br />
Strong networks have been established with Toowoomba Regional Council.<br />
Challenges<br />
<br />
been seen by local Councils and local organizations as a hard recommendation from<br />
past natural disaster incidents to complete.<br />
www.mycommunitydirectory.com.au as a communication tool between Community<br />
Agencies and the local council is still being discussed.<br />
High risk that the Local council will not adopt the www.mycommunitydirectory.com.au<br />
approach due to having its own Community Information Directory. This would have a<br />
knock on effect to the other Councils within the <strong>Darling</strong> <strong>Downs</strong> region.<br />
If Toowoomba Regional Council use the existing Community Information Database<br />
problems will arise with how to keep existing Contact lists of the Community<br />
Organizations current. The Councils ICT department will have to develop further inhouse<br />
txt/sms facilities, email groups by area linked within council network. If C<br />
ICT infrastructure is affected by an incident, we would need to be covered by a Disaster<br />
Recovery/Business Continuity plan. All of these issues would need to be sorted before<br />
we look at replicating the project throughout the <strong>Darling</strong> <strong>Downs</strong>.<br />
Future directions<br />
Ongoing Volunteers Pathway on website and Information Leaflets.<br />
Mid-August <strong>2012</strong> Community Education Packages Developed for training and<br />
information posted to the website (Ongoing Updates).<br />
October/November <strong>2012</strong> Training to be Rolled out into the Toowoomba Regional<br />
Council Resilient Community Volunteers.<br />
October/November <strong>2012</strong> Assist TRC Community engagement and Preparedness<br />
Sessions.<br />
April 2013 progression to replicate program through the <strong>Darling</strong> <strong>Downs</strong> & South West<br />
Queensland.<br />
40<br />
39
40<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
No Interest Loans Scheme (NILS)<br />
by Alan Dean, Manager Federal & Other Funding<br />
Funded by the National Bank (NAB). <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> and South West QLD NILS has<br />
a line of credit of $200,000. Loans are currently issued for around $1,000 - $1,200 and are<br />
interest free. The loans are earmarked for essential household items.<br />
The Team<br />
The original setting up of the program was done by Karen Martin. Our first loan took<br />
place in December <strong>2012</strong>. Karen left us in January and Glenda Humes was appointed<br />
as the new NILS worker.<br />
Achievements<br />
With the arrival of Glenda Humes in February working two days a week our loans have<br />
really taken off with over 70 people receiving loans until the end of 30 June <strong>2012</strong>.<br />
We have given out $57,000.00 in loans.<br />
We have at present three loans that are not meeting their repayments.<br />
Challenges<br />
We had a slow start to the program due to working out arrangements between our<br />
auspicing body and the NAB.<br />
We had only one loan in the first six months and this could have affected our future<br />
<br />
on our behalf by The Good Shepherd our auspicing body, we did receive a further 18<br />
months future funding. However, the funding was halved by the government and so we<br />
will have to reduce our days of operation from two to one from September <strong>2012</strong>.<br />
The demand is great and we have at present, a two week waiting list.<br />
We have had some trouble with our database and hopefully this will be ready for the<br />
rest of the year.<br />
Future directions<br />
Due to the above curtailment we will reduce the number of loans we give out to two a<br />
day. This will allow Glenda to do the interviews and the necessary paper work.<br />
41
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Personal Helpers and Mentors<br />
by Alan Dean, Manager Federal & Other Funding<br />
Personal Helpers and Mentors (known as PHaMs) is a Commonwealth funded mental health<br />
initiative. PHaMs is a program that adopts a Strength Based Recovery approach. Strength<br />
Based Recovery approach confirms that people seriously affected by mental illness can and<br />
do recover to live productive lives in their community. Recovery is a journey towards a new<br />
and valued sense of identity, role and purpose outside the parameters of mental illness. The<br />
program works within a framework of recovery and incorporates philosophies of hope,<br />
empowerment and partnership into practice and ensuring that participants set their own<br />
goals and measure their own success. <strong>Lifeline</strong> workers are contracted to provide ongoing<br />
support to participants in achieving and realising their abilities to embrace future challenges.<br />
The Team<br />
The Team comprises of two peer support workers, three Recovery workers and a Senior<br />
Practitioner. Much of the work is guided by those members of the team who have a lived<br />
experience of Mental illness; together they bring knowledge and ongoing wisdom and<br />
understanding to the team. Peer support workers and participants through narratives<br />
together build a great understanding and awareness of mental illness for themselves, the<br />
team and the wider community.<br />
This year, there have been staff changes and some have left PHaMs for different<br />
challenges. The Senior Practitioner Shelly Gapp left PHaMs at end of May <strong>2012</strong> and the<br />
position is being filled by Mary Rose-Miller on a temporary basis while the vacant position is<br />
filled. The team consists of Korey Peters, Brian Reilly, Anita Baills and Vicky McLennan.<br />
The team has benefited from the assistance of students through their enthusiastic approach<br />
to work with people affected by mental illness.<br />
Psychology student, Julie Blundell, from USQ in Toowoomba.<br />
Social work student, Joseph Magomo, from JCU in Cairns.<br />
We would like to thank these students for their skill and service to PHaMs during their field<br />
placement.<br />
Participants<br />
The program comprises participants from the Southern <strong>Downs</strong> from places including<br />
Warwick, Stanthorpe, Texas, Inglewood, Goondiwindi, Clifton, Pittsworth and Cambooya.<br />
Achievements<br />
The service continues to develop steadily. There have been many reports from services<br />
within these small communities that acknowledge and recognize the value of PHaMS. Our<br />
program is building on ideas and plans from participants. Some achievements over the past<br />
twelve months have been:-<br />
An educational camp at Leslie Dam (Warwick) offered participants an opportunity to<br />
share stories, hopes and dreams and to learn more and build on their own skills and<br />
abilities.<br />
Nurturing through leisure.<br />
Continuous peer support to participants who are often isolated.<br />
42<br />
41
42<br />
Back Wall (Bottom to top): Nigel Winkler (DEEDI), Darryl Hockins, Anthony Tillyer,<br />
Anthony Ryan and Michael Wharton. Front Row (Bottom to top) Angela Klein,<br />
Andrew Kim and Luke Meriaud<br />
Farewelling Barbara and Jean Smith after 16 years and 18 years respectively<br />
of dedicated service.
Alan Dean and Derek Tuffield accepting generous donations from the Department of Communities<br />
for the 2011 Christmas Appeal.<br />
The Emergency Relief team presenting a Certificate of Appreciation to Ryan from Aldi.<br />
43
44<br />
Corporate Services team<br />
From Left: Alan Dean; Julie Lane; Gayle Sainsbury; Renee Hoare and Brian Steele<br />
(Western <strong>Downs</strong> Counselling Project team)
From Left: Alan Dean and Craig Lincoln cooking up a storm at International Women’s’ Day<br />
celebration<br />
From Left: Andrew Nicholson; Denny Edwards; Rob Sandison; Jean Smith; Kath Corcoran; Jenny King and Kim Coleman<br />
(Family Therapy Team)<br />
45
46<br />
From Left: Tamara Willis; Bobette Robinson and Stacey Trindall (PaCE Team)<br />
From Left: Katrina Marsh; Debbie Tanzer; Gayle Sainsbury; Lesley Spring and Peter Nightingale (Gambling Help & ER Team)
Apex Charity Golf Day – From left: Mark Dunnicliffe of Black Trucks, Derek Tuffield, Alan Dean, Brendan Hohn<br />
and Brendan McDonald of Apex<br />
47
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
With the involvement of local artists, the art program based in Warwick is operating<br />
successfully with the active involvement of participants meeting every fortnightly.<br />
Music program was successfully run for 12 months by Pangea Music with a philosophy<br />
of self expression through the Arts.<br />
A community invited workshop was held in Warwick on recovery by visiting speaker<br />
Ron Coleman<br />
Challenges<br />
Self-help services and integration into mainstream community activities such as jobs<br />
and housing remain important concerns for participants.<br />
Continuing to provide an intense community based service across a diverse geographic<br />
area.<br />
Future directions<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> is committed to continuing to provide ongoing assistance to<br />
those in the community who live with and or support people with mental health issues.<br />
PHaMs will continue to promote values of friendship, independence, and empowerment,<br />
consciousness raising and mutual aid.<br />
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Rural Family Support (Dalby)<br />
by Annette Jasinski, Family Support Worker<br />
This program is unique within <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> and South West QLD. This service<br />
engages and works with families who are at risk of entering the child protection system as<br />
well as with families who have completed statutory intervention with Child Safety Services.<br />
The service does not work with families who are under child protection orders with Child<br />
Safety Services nor does the service report to Child Safety Services.<br />
The service offers various strategies and tools to the families who voluntarily engage and<br />
who want to make a difference in the lives of the children for whom they care. By working<br />
approach and building through empowerment the education of the<br />
carers/parents and the children they care for.<br />
The program region has historically covered parts of the Southern <strong>Downs</strong>, East to Yarraman<br />
and west in the direction of Chinchilla and Tara and within 12kms of Toowoomba. This<br />
program is funded by the Department of Communities.<br />
The Team<br />
Administration Officer is Anne Degnian.<br />
Family Support Worker is Annette Jasinski.<br />
Senior Practitioner is Jeanie MacDiarmid as this program is part of Cluster 1.<br />
Manager is Kate Greener.<br />
Achievements<br />
This Family Support Program provides support and advocacy for challenged families<br />
to provide safe, secure, valued decisions to positive parenting for the young people in<br />
those families. Some of the choices available to families are Parents under Pressure<br />
(PUPS), Tree of Life, PATH (Planning Alternate Tomorrows with Hope), and Smooth<br />
Running.<br />
<br />
disengaged youth.<br />
Providing advocacy and support to homeless families assisting them to secure<br />
housing.<br />
Successfully supporting families to resolve issues with Education QLD.<br />
Making successful referrals to other government and non-government agencies to<br />
ensure a holistic approach is adopted to produce valued practical outcomes to the<br />
vulnerable and disadvantaged families who have sought the services of this program.<br />
Community education and awareness of the programs available.<br />
The program has been refunded for 3 years.<br />
The service is currently working with 8 families. The service has worked with 19<br />
families in the last 12 months. A total of 76 people including children have received<br />
services.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Supporting families who have inadequate housing and who are facing homelessness.<br />
Inadequate access to emergency relief within the communities this program services.<br />
Future directions<br />
Continuing support of disadvantaged and struggling families and individuals in the<br />
provision of positive strategies to ensure best possible outcomes for their children.<br />
Working with several groups across the region to establish support networks and peer<br />
support for isolated and disadvantaged families.<br />
Becoming involved in the community garden project plans.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Parental and Children Engagement (PaCE)<br />
by Alan Dean, Manager Federal & Other Funding<br />
We have three regions for this program ie Toowoomba, St George and Charleville.<br />
The PaCE Programs main objective is to up skill Indigenous parents and caregivers with a<br />
<br />
It aims too enhance the capacity of Aboriginal and Torres Strait Islander families in these<br />
communities to:<br />
Engage with schools and education providers in order to work towards improved<br />
educational outcomes for their children.<br />
Encourage strong parental leadership that supports appropriate expectations and<br />
<br />
Provide parents and caregivers with the opportunities to enhance cultural awareness<br />
and educational skills.<br />
Support the community in the development of programs/activities to improve learning<br />
outcomes for Indigenous students.<br />
Support the establishment, implementation and/or ongoing progress of communityschool.<br />
Support and re-<br />
The Team<br />
Charleville - Robyn Burns commenced in September 2011.<br />
St George - Clint Bishop commenced the program in 2010 and this year Adam Osborne<br />
became the new coordinator.<br />
Toowoomba - Bobette Robinson is the coordinator and is supported by two facilitators<br />
Stacey Trindall and Tamara Willis.<br />
Achievements<br />
Charleville<br />
Held Information sessions - The information sessions conducted so far have covered<br />
such things as Healthy Lunchboxes, Healthy Breakfasts, Centrelink information<br />
regarding Abstudy, Mum's and Bubs and Truancy. The number of attendees at the<br />
information sessions has been approximately twenty (20) spread over the five (5)<br />
information sessions.<br />
Developing Community Profiles - The Community Profiles are of various community<br />
members and their thoughts and memories of their own Educational experiences.<br />
Developed a promotional brochure.<br />
Developed survey forms to find community needs.<br />
Establish a HUB Centre for parents to meet in security.<br />
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Program Calendar of Events for the PaCE program.<br />
A PaCE reference committee exists.<br />
A cultural sensitive play is written.<br />
Resource file of achievements of Indigenous community highlighting their educational<br />
and life achievements to be used at functions to inspire the next generation.<br />
Mums and Bubs group meet fortnightly.<br />
St George<br />
PaCE has successfully worked collaboratively with other community service providers<br />
and health promotion officers to provide school holiday activities to enhance parental<br />
engagement and social inclusion opportunities. There were 241 parents and carers in<br />
attendance over both the Easter holidays and the June/July holidays. There were two<br />
hundred and seventy-two children present over the two sets of holidays.<br />
PaCE has been able to support the St George State Primary School Sunrise Playgroup.<br />
Attendance has been low and consistent. At present PaCE has been working towards<br />
making sustainable transport options with parents and teachers.<br />
PaCE has been instrumental in homework group at the St George State Primary School<br />
<br />
Adam has worked closely with the Cultural and Heritage Officer to deliver cultural<br />
<br />
<br />
attendance at the Indigenous Studies Unit at the St George State High School.<br />
Deadly Dynamics is a series of sessions held within the St George State Primary School<br />
for Indigenous students to showcase their achievements. There were seventeen<br />
children participating in this activity.<br />
The Community and Parents Partnerships Agreement are in the process of being signed<br />
off.<br />
Toowoomba<br />
20 participants for the Business Success Training Digital Literacy Course were<br />
presented with a Certificate and a Gift Certificate for a computer upon completion of the<br />
course to assi <br />
Course will be in the next 4 weeks with 10 parents and carers prepared to do the 4 day<br />
course. Parents are encouraged to participate in a session to build their confidence with<br />
a focus to sustaining their engagement.<br />
It is critical to highlight that the approach PaCE is taking is governed by the community<br />
engagement in the first instance. The learning environments are engaged further along<br />
in the process. Therefore, when schools are mentioned, in depth consultation has been<br />
actioned with community engagement.<br />
Currently we are supporting two playgroups, one at Wilsonton Heights Centre and<br />
Harlaxton Neighbourhood Centre. Catholic Education University provided the parents<br />
with numeracy in service. The trainers developed a package for parents to use at<br />
<br />
<br />
parents and Harlaxton parents to have their training in August.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Harlaxton State School partnership agreement between parents and the school have<br />
been positive with formation of an Indigenous Advisory group consisting of Indigenous<br />
parents and friends. The group meets monthly and three members of the board are<br />
active in the Parents and Friends meetings. Furthermore, the Indigenous Advisory<br />
Group drafted a plan for the NAIDOC activities for the year which includes the school<br />
rooms in which the children are doing their numeracy and literacy.<br />
PaCE attended the sports day for Wilsonton State School to engage the parents into the<br />
school with parents agreeing to attend a meeting after the sports day. 6 parents<br />
attended with follow from the PaCE facilitator with the parents in that school<br />
environment.<br />
A weekly program includes parents involved in damper making, art and dance activities,<br />
and parents reading to children and telling their stories in the class rooms.<br />
PaCE continues to support the parents as the parents do not feel confident to do the<br />
<br />
school.<br />
Held two successful Fun days introducing parents and children to PaCE attended by<br />
over 400 people.<br />
Challenges<br />
Charleville<br />
Getting the PaCE steering set up correctly with guidelines and proper structure.<br />
Overcoming community and invested interests.<br />
St George<br />
Consistent parental engagement.<br />
Lack of sustainable transportation options and drivers for PaCE activities.<br />
Concern for close of the program.<br />
Lack of options and programs suitable to support families and children in education if<br />
the program is not refunded.<br />
Toowoomba<br />
Major challenge is the size of Toowoomba and the competing interests.<br />
The program must be continued to get the maximum long term results.<br />
Future directions<br />
All the programs will be working on sustainability of the programs for the years ahead. This<br />
will involve two main areas: School agreements where schools are signed up to be<br />
committed to the engagement of Indigenous families and grass roots working groups who<br />
will work with families. Parents from the activities will be visited with facilitation of<br />
conversation with strength based approach to sustain the engagement of parents into the<br />
ong process. However the enthusiasm of the parents and<br />
positive engagement will give the parents confidence to continue with engaging into their<br />
<br />
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Other activities will be sought from the service to be invited to deliver confidence building<br />
activities and workshops.<br />
Future planning will be required from week to week for planning to continue to engage with<br />
parents.<br />
Charleville<br />
St George<br />
A Sustainable group at the high school to keep the program going.<br />
Primary school already has a community partnership group.<br />
Complete current programs.<br />
Maintain presence in the schools.<br />
Create sustainable options for families and children in education.<br />
Develop the attendance at play groups as this will foster the next generation of<br />
parents.<br />
Toowoomba<br />
The end goal for sustainability is for Indigenous advisory groups at each targeted school.<br />
These are to serve as a model for other schools to emulate.<br />
In summary all programs have elements of these principles.<br />
1) Engaging with the community at the grass roots (where they are homes, fun days,<br />
play groups etc).<br />
2) Engaging with school.<br />
3) Developing meetings with community - identifying issues, strengths they bring to the<br />
school and the school to them.<br />
4) <br />
5) Establishing Indigenous advisory groups at targeted schools.<br />
<br />
computer literacy programs.<br />
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by Cath Leask, Social Inclusion Worker<br />
The purpose of the Social Inclusion program is to work with community stakeholders and<br />
agency programs to identify priorities, design, develop, implement, maintain and evaluate<br />
innovative responses to local issues of concern, through social inclusion/community<br />
development, community education, service and agency development, and advocacy. This<br />
program is funded by the Department of Communities and <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> (LLDD)<br />
however next year will be funded by <strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> only.<br />
The Team<br />
Cath Leask is the Social Inclusion Worker.<br />
Anne Lee is Senior Practitioner.<br />
Kate Greener is the Manager.<br />
Achievements<br />
Training<br />
In the first half of the financial year, Cath was still involved in organizing Living Works<br />
(Suicide Training) and other training including: 1) ASIST workshop; and 2) SafeTALK<br />
presentations; 3) Youth Mental Health First Aid Courses; and 4) Accidental Counselling<br />
workshops.<br />
Reconciliation<br />
During the year, Cath facilitated the finalisation and public launch of the LLDD Reconciliation<br />
Action Plan, talking with staff about their responsibilities within the plan.<br />
Involvement in planning and facilitating events for LLDD staff, other community organisations<br />
and individuals including: the Anniversary of Apology to Stolen Generations in February,<br />
Close the Gap Day in March and Reconciliation Week in May.<br />
Facilitation<br />
Cath has been engaged in facilitation within LLDD including: Team Planning days for the<br />
PaCE <br />
Camp and a session at the first whole of organisation meeting in March. Cath facilitated a<br />
series of three workshops around the transition of staff from Mill St, Hill St, Taylor St and<br />
Isabel St to the new building in Russell St. Facilitation work external to the agency has<br />
included a planning session with the St Johns Parish Social Justice Group and sessions at<br />
<br />
Social Procurement Project<br />
This program in conjunction with Clubhouse, Personnel West, Metro Café and others with<br />
the input of Disability Employment Services and other programs funded under Skilling<br />
Queenslanders for Work have created a brochure for employers on support available when<br />
employing people who may otherwise be excluded from the open employment market.<br />
Challenges<br />
Uncertainty about continuation of funding was a challenge for future planning and<br />
commitment to collaborative projects.<br />
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A place to discuss some of the plans, projections or proposed future<br />
evolution/expansion of the program.<br />
Continued focus on the implementation of the Reconciliation Action Plan.<br />
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St George Elders Group Capacity Building<br />
by Alan Dean, Manager Federal Funding & Other Programs<br />
The funding has been provided for a part-time coordinator to help the elders contribute to the<br />
closing of the GAP in areas of justice, education and health. Also to explore the possibility of<br />
incorporation<br />
The Team<br />
The first coordinator was Jean Troutman. Adam Osborne took over this position late<br />
last year<br />
Achievements<br />
The Elders have been in a vast range of dealings within the community such as liaising<br />
with the local police to diffuse tensions within the community, working with youth within<br />
the three local schools (St Patrick's School, St George State Primary School and St<br />
George State High School) as mentors and cultural supports, as well as intervention to<br />
problems. After considerable discussion with one of the school Principals, the Elders<br />
are aiming to build relationships with children and youth to assist them in building their<br />
identity.<br />
The Elders attend the St George State High School on a weekly basis to share their<br />
knowledge and history with the Indigenous Studies Class. There are usually three<br />
Elders and up to twenty-one students in attendance.<br />
The Elders have worked collaboratively with the PaCE Program to oversee the<br />
Aboriginal Language Syllabus rolled out to its first stage within the local State Primary<br />
School.<br />
The Elders have also made many appearances within the community to do "Welcome to<br />
Country" for local forums, schools and community activities.<br />
The Elders have been instrumental in ensuring that Murri Court has been well<br />
supported.<br />
Adam was successful in gaining funding for NAIDOC celebrations. This involved the<br />
Elders and their grandchildren attending a bush tucker walk, cultural tour and camp<br />
oven meals on the banks of the Wallam River in Bollon a small town to the south west of<br />
St George. The menu included traditional ingredients.<br />
<br />
five ladies are in attendance and they work together to put art and craft items together.<br />
Most recently the ladies have made ninety dilly bags at the request of a worker at Carbal<br />
Medical Centre in Toowoomba. On other occasions beading and painting has also been<br />
enjoyed.<br />
The Elders were invited to attend a morning tea at the local National Australia Bank to<br />
celebrate Reconciliation. This morning tea was attended by eleven Elders and had<br />
coverage in the local newspaper the Balonne Beacon.<br />
Challenges<br />
The biggest challenge is funding to keep this important group sustainable.<br />
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We have received no new funding for this group. As stated above we have our<br />
coordinator working with them through PaCE funds and hopefully with the new funding<br />
from St George Indigenous Family Safety Project we can keep some movement for the<br />
group. Below are some of the ideas from the Elders.<br />
* Aboriginal People of Hollywood<br />
The Aboriginal People of Hollywood Project is about securing a piece of land previously<br />
lived on by past and present Elders/Aboriginal People and regenerating it to its former<br />
glory. The site consists of twelve acres and once acquired will be of great use with<br />
significant cultural activities such as Yarning Circles, a safe place spiritual healing and<br />
an awareness of history of the area. There is also a possibility of tourism opportunities<br />
with the possible erection of traditional living structures and the creation of a cultural<br />
trail. The local knowledge of the Elders will be used to bring this together.<br />
The Elders have already begun negotiating this and the Elders Coordinator has<br />
approached the Balonne Shire Council to gain access to the property and Adam is now<br />
in the process with the Balonne Shire Council to change the title of the land from<br />
recreational to Aboriginal People of St George. If this is achieved it will be a massive<br />
step towards identity and recognition for the Elders.<br />
* Thuraggi Reserve<br />
The Thuraggi Reserve has been a piece of land earmarked for a burial site for the<br />
remains of Aboriginal People repatriated to this country. The remains are currently in<br />
the care of the local morgue. The land itself is fenced and sign posted. Our goal is to<br />
secure funding to beautify the area as well as to maintain it once sorry business has<br />
commenced. One idea is to use offenders through Murri Court and have received<br />
community service hours. This project is of great significance to the Aboriginal People<br />
of this area as these remains have were found all around St George and need to be put<br />
to rest. We have made headway on this project with the Elders approaching the<br />
Community Justice Group to seek permission for community service to be used there as<br />
well as the local Rangers.<br />
* Sandy Town Camp<br />
The Sandy Town Camp Project involves local Indigenous families who were relocated<br />
by council to an area designated for Aboriginal People only by the local council at the<br />
time. Fringe dwellers as they were called at the time by locals were made to move from<br />
"Hollywood" on the other side of the river as part of the so called town beautification<br />
plan by the council of the day.<br />
The end result of this was that many families were living together in groups with little or<br />
no amenities. The Elders are in the beginning stages of creating written stories of<br />
Elders with some of the local youth supporting this project. We are seeking funding to<br />
enable us to print the book; I have approached the Community Development Officer to<br />
apply for a Regional Arts Development Fund for this.<br />
The Elders Program has been successful in gaining funding from the Balonne Shire<br />
Council to erect a plaque to identify this cultural site.<br />
* Street Beat<br />
The concept of Street Beat was developed between the Elders, the Community Justice<br />
Group and the local Queensland Police Service.<br />
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Street Beat is about local Murri People taking action to resolve the growing number of<br />
the younger generation committing offences. The idea is to muster local volunteers<br />
walking the street to defer young people to their homes or to a safe environment as<br />
such. The concept is in its early stages but is gaining momentum. We will meet as a<br />
group on a monthly basis to ensure that this project continues, and reduces the amount<br />
of incidences occurring.<br />
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St George Indigenous Family Safety Project<br />
by Alan Dean, Manager Federal Funding & Other Programs<br />
This was a mental health forum for providers in the St George region.<br />
The Team<br />
We have had two people coordinate this program, Adam Osborne and Tanya Miller. We<br />
hired two contractors to deliver the forum, former <strong>Lifeline</strong> managers Ros Daracott and<br />
Steven Mayers from Toowoomba.<br />
Achievements<br />
On the 30th and 31st May, <strong>2012</strong> an ASIST Workshop, part of the Living Works Program<br />
for Suicide Prevention was held at the Balonne Skills Centre, 2 Victoria Street, St.<br />
George as part of the Mental Health Forum.<br />
Presenters Ros Daracott and Steven Mayers from Toowoomba conducted the 2 day<br />
workshop to 15 participants from a wide range of community organizations such as<br />
Gateway to Training; Care Balonne, Maranoa Health, Building Bridges; St George State<br />
High School and Charleville Hospital as well as local <strong>Lifeline</strong> staff.<br />
The ASIST (Applied Suicide Intervention Skills Training) is an interactive workshop that<br />
prepares caregivers to provide suicide first aid intervention.<br />
On the 1st June an ASIST Tuneup was offered to participants as a 3 hour refresher for<br />
those who have already completed the two-day ASIST workshop. A SafeTALK<br />
workshop ran parallel to the Tuneup workshop which is 3 hours of training in suicide<br />
alertness where participants will be better able to connect a person with thoughts of<br />
suicide to a suicide first aid intervention caregiver. 5 participants including local <strong>Lifeline</strong><br />
staff and staff from the Education Department St George attended.<br />
Challenges<br />
The St George area has had a lot of attention from visiting health and allied workers and<br />
our original concept was modified after consultation with the community to cover suicide<br />
prevention as there were residual and emerging issues in this area.<br />
Future directions<br />
Federal government has released some more funding for the next two years and after<br />
consultation with the community a new work plan is being devised.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Supporting Children after Separation<br />
The Program<br />
by Kath Corcoran, Senior Practitioner Cluster 3<br />
Supporting Children after Separation Program is funded by the Australian Goverment to<br />
support children who are adjusting to parental conflict and separation. The program<br />
provides a range of interventions to support children as they experience these issues. It<br />
provides and opportunity for children to safely express the thoughts and feelings about<br />
the circumstances in which they find themselves.<br />
The Team<br />
The membership of the team has changed over the last year. Gayle Sainsbury is now<br />
<br />
Separation Program is missed and her commitment to the children and families during<br />
her time in Cluster 3 much appreciated. Jean Smith continues to provide services to<br />
children and their families in her part-time capacity. Nasyhea has also moved out of this<br />
program and into another field of work in the sector. Her time and efforts are also much<br />
<br />
comes with a great deal of experience and skill. Together Jean and Danielle have again<br />
commenced planning groups and work together to provide service to children and<br />
<br />
key to the program work that is carried out.<br />
Achievements<br />
The Supporting Children after Separation Team has consistently sought to develop<br />
their skills and knowledge. During the year the team has continued to reflect on their<br />
practice and refine process and procedures to ensure high quality service delivery to<br />
clients.<br />
Groups for both boys and girls have been run here at Mill Street with great excitement<br />
among the young people and staff. The dynamics of the group often provide a more<br />
relaxed environment for some children with great results.<br />
An external group was facilitated in partnership with a private school in Toowoomba<br />
and with the collaboration of the Family Therapy Team.<br />
Challenges<br />
Meeting the needs of the community continues to provide challenges. Waiting periods<br />
are kept to a minimum however inevitably this is often longer than we would wish for.<br />
Often families have limited capacity to bring children to the program and we are<br />
hopeful of an extension to our services delivered in schools and other setting.<br />
Future directions<br />
It is hoped that the team will benefit from further training opportunities into the future.<br />
The team is planning for a more integrated approach to service delivery across the<br />
other programs and teams within the organization.<br />
It is anticipated that access for families from culturally and linguistically diverse<br />
communities and Aboriginal and Torres Strait Islander community members can be<br />
improved. The team continues to review practice in these areas.<br />
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The relationship with parents in this program is vital and it is hoped that this connection<br />
will continue to grow and be positive in the best interests of the children and their<br />
families.<br />
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Toowoomba Family Intervention Service (FIS)<br />
by Jeanie MacDiarmid, Senior Practitioner Cluster 1<br />
& Kate Greener, Manager State Funding<br />
The Toowoomba Family Intervention Service supports families who are subject to statutory<br />
intervention by the Department of Communities (Child Safety Services). The principal aims<br />
of the service are (1) to preserve families where a child remains living at home under the<br />
ongoing intervention and monitoring of Child Safety Services; and (2) assist in the<br />
reunification of the child with their family from an out-of-home care placement where it is<br />
determined to be in the best interest of the child. This program is funded by the Department<br />
of Communities.<br />
The Team<br />
There have been several changes in staff for the Toowoomba Family Intervention<br />
Service over the last 12 months. Jeanie MacDiarmid commenced as the Senior<br />
Practitioner Cluster 1 on the 5 th September 2011. At that time, the Toowoomba<br />
Family Intervention Team consisted of Kylie Fordyce and Jodie Jackson. In January<br />
<strong>2012</strong>, a part-time (2 days a week) staff member, Asha Honeysett, commenced with the<br />
program. Asha has also been recruited to assist in the development of a Model of<br />
Practice for the Family Intervention Service. In May <strong>2012</strong>, Jodie Jackson resigned her<br />
position to re-locate to Brisbane. At the time of writing, interviews are being conducted<br />
to recruit staff for the program.<br />
Achievements<br />
The Senior Practitioner has conducted a complete review of all processes and forms<br />
pertaining to this program and has devised up-to-date forms and processes for use in<br />
this program.<br />
Staff of FIS have also undertaken several relevant professional development courses<br />
and workshops, including training in the North Carolina Family Assessment Scale and<br />
the Bringing Up Great Kids parenting program, because of these trainings staff have<br />
up to date skills which they will use to support the clients.<br />
The program has worked with a total of 24 families during this period with successful<br />
outcomes for 13 of those families.<br />
Challenges<br />
One of the greatest challenges for FIS staff is to engage the families in a meaningful<br />
way. All of the program referrals come from Child Safety Services and client families<br />
are often reluctant to engage with the service as it is often seen as an extension of<br />
Child Safety Services. It is therefore very important that staff have the ability to build<br />
trusting relationships, based on openness and honesty, very quickly. Research has<br />
shown that this is more easily done by working with the family in their own home so all<br />
therapeutic work is carried out in the family home. The ability to build trusting<br />
relationships quickly will always be a challenge for any family intervention service.<br />
Future directions<br />
The Toowoomba Family Intervention Service has received funding for another three<br />
years. Consideration has been given to the possibility of conducting 12 week parenting<br />
programs with client families. Continuous review of program processes and structure is<br />
also planned.<br />
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When the program moves to the new building there will also be the option of<br />
conducting observations of family interactions within a contained environment for<br />
families undergoing possible reunification.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Western <strong>Downs</strong> Counselling Project<br />
By Alan Dean, Manager Federal & Other Programs<br />
The Western <strong>Downs</strong> Counselling Project was funded by QGC in 2011 to address the<br />
growing needs of the western communities facing the intrusion of mining into their daily lives.<br />
QGC recognized the concerns being voiced and has given an undertaking to fund this<br />
project without bias until July 2014.<br />
The Team<br />
The Team incorporates Financial Counsellor, Julie Lane who is based in Dalby and<br />
provides services to clients in and around that area and Renee Hoare, Brian Steele<br />
and Gayle Sainsbury who provide counseling services to clients in most areas of the<br />
Surat Basin.<br />
Achievements<br />
Getting a team together for a start and having such a cohesive team of workers with<br />
broad experience and great work ethic.<br />
Building client numbers and covering diverse issues; most are social issues with<br />
mining relationship. Lots of Domestic Violence (DV), marriage issues. Financial<br />
Counselling has garnered many clients from refuge houses for DV victims.<br />
Workers are cross referring from Financial Counselling <br />
support programs.<br />
Development of a database to ensure effective case management and reporting to the<br />
funding body.<br />
Development of program processes to meet the requirements of the Western <strong>Downs</strong><br />
Counselling Project, which ensures effective implementation.<br />
Development of a strong and collaborative network with other service providers in the<br />
Surat Basin.<br />
Development of a strong reciprocal referral process with other Surat Basin service<br />
providers.<br />
Maintaining a workable caseload for the practitioners and the communities.<br />
Challenges<br />
Promoting the Western <strong>Downs</strong> Counselling Project to people affected by CSG<br />
activities.<br />
Tyranny of distance - many clients are some distance away from where Counsellors<br />
are based.<br />
Working as part of an outreach service brings its own attendant difficulties. Being in<br />
joys and challenges.<br />
Finding premises in Chinchilla.<br />
Prioritizing need so that we address what is not already been addressed by others and<br />
therefore complement rather than compete with other services.<br />
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Attendance of professional development opportunities outside work hours, which<br />
interfere with family commitments.<br />
Future directions<br />
We are in talks with the Chinchilla Family Support Service to perhaps locate ourselves<br />
from there so that we can network effectively with their clientele and set up groups to<br />
meet gaps in that area.<br />
Continue to work within these communities with action groups for sustainable<br />
community development. (e.g. Surat Basin Workforce Action Group)<br />
Continue to identify the community needs/barriers and evolve the program to meet<br />
those needs.<br />
In particular, we are looking at Sept 3 rd or 4 th to run a Tree of Life workshop in<br />
Chinchilla to equip workers in that area with better resilience skills.<br />
Renee and Gayle are having talks with support workers in Tara with a view to setting<br />
up groups in the Tara Neighbourhood Centre in the near future. Our first meeting is<br />
planned for August 7 th .<br />
<br />
<br />
Julie is looking at running information events at the local high schools, the Myall<br />
Centre and perhaps some in conjunction with the Chinchilla FSS.<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
by Alan Dean, Manager Federal Funding & Other Programs<br />
Its central aim is to develop, in partnership with key local aboriginal leadership, culturally<br />
appropriate preventative interventions for reducing family and community violence.<br />
We had two programs - one in St George and the other in Toowoomba.<br />
The Team<br />
Charlie Waters was contracted to do our St George and Toowoomba projects.<br />
Achievements<br />
St George<br />
12 Men and 2 youths participated in the project.<br />
Participated in masters Rugby League tournament.<br />
Small group discussions on domestic violence.<br />
Arrangements with council for small civil projects to gain skill.<br />
Toowoomba<br />
24 Men and 7 Youths have participated in the project.<br />
A culturally sensitive place was established <br />
Here the men are able to learn craft skill, receive help, discover their culture through<br />
excursions, develop books on cooking and organize sporting activities.<br />
Worked with PaCE at a father and son weekend.<br />
Increased voluntary participation.<br />
Development of cultural kits to be sold and expressions of interest from Catholic<br />
Education and Education Queensland.<br />
Challenges<br />
St George<br />
Providing on ground support has been hard to implement.<br />
Lack of funding and realistic time frames.<br />
Lack of interest by some men.<br />
Toowoomba<br />
More funding needed, and more ground staff. The interest is there.<br />
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Future directions<br />
St George<br />
<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Unfortunately the St George project funding has ceased. However, with more money<br />
for the St George Family Safety project the original focus of this project can be<br />
improved and developed.<br />
Toowoomba<br />
The funding for this project was not fully spent and the Department has allowed us to<br />
carry it over till 30 November <strong>2012</strong>.<br />
We have made an agreement with W&S Waters to assist them in t<br />
helping in the costs of the shed and providing free counseling and workshops for their<br />
participants from our MARP program<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
Financial Statements<br />
&<br />
Auditor's <strong>Report</strong><br />
for 2011/<strong>2012</strong><br />
Financial Year<br />
(yet to be received from<br />
Auditor)<br />
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<strong>Lifeline</strong> <strong>Darling</strong> <strong>Downs</strong> & South West Queensland Ltd <strong>2012</strong> <strong>Annual</strong> <strong>Report</strong><br />
IMPORTANT ACKNOWLEDGEMENTS - 2011/<strong>2012</strong><br />
THANK YOU<br />
INDIVIDUAL DONORS OF GIFTS ($500 OR MORE)<br />
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INDIVIDUAL DONORS OF GIFTS ($1000 OR MORE)<br />
- P & G Brodie<br />
- PJ Sedl<br />
CORPORATE DONORS ($500 OR MORE)<br />
- Apex Club of Toowoomba Inc<br />
- Brazil Family Foundation<br />
- pbAgrifood<br />
- <br />
- Lions Club of West Toowoomba<br />
- Bathurst Christian Centre<br />
- Drayton State School<br />
- N Mirtschin<br />
- I & D Mitchell<br />
DONATIONS FOR FLOODS ($5000 OR MORE)<br />
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CORPORATE SPONSORSHIPS<br />
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GRANTS TRUSTS FOUNDATIONS<br />
- Paul Newman Foundation<br />
BEQUESTS<br />
- <br />
SERVICE CLUBS<br />
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- Rotary Club of Toowoomba Garden City<br />
MEDIA SPONSORSHIPS<br />
- Dalby Herald<br />
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- Warwick Daily News<br />
- Western Times<br />
- ANZ Banking Group Limited<br />
- <br />
- <br />
- Our Lady of Southern Cross<br />
College<br />
- Power Tynan<br />
- Yarramine Consulting<br />
GOVERNMENT FUNDING DEPARTMENT ACKNOWLEDGEMENTS<br />
State Government<br />
- Department of Communities (Disability Services Child Safety Services)<br />
- Department of Employment, Economic Development and Innovation<br />
Federal Government<br />
- Department of Education, Employment and Workplace Relations<br />
- Department of Family, Housing, Community Services and Indigenous Affairs<br />
0<br />
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- R & E Walker<br />
- Rotary Club of Toowoomba<br />
Garden City<br />
- Pacific Seeds<br />
- Elf Realty<br />
- Rotary Club of Dalby<br />
- ME-N-U Catering<br />
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