Annual Report 2012 - Lifeline Darling Downs

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Lifeline Darling Downs & South West Queensland Ltd 2012 Annual Report Administration Team in regards to reception support, administrative (back office) support, and also our positive steps towards achieving a Quality System. At the time of writing our Administration Team consists of: Toowoomba Mrs Tanya Miller - Reception Mrs Sarah Huybrecht - Reception Mrs Karen Murray - Reception and MARP Administration support Mrs Evlyn McKenzie - Administration Support Ms Katrina Marsh - Gambling Help Administration support Ms Natalie Herbert - Administration Support Ms Sandy Neuendorf - Administration Support Ms Judith Bacon - Administration Support Rural Offices Ms Anne Degnian - Administration Support - Dalby Ms Annette Cavanough - Administration Support - Roma Mrs Betty Jones - Administration Support - St George Mrs Madonna Maris - Administration Support - Charleville To each and everyone of you, I say a very sincere thank you for your ongoing contributions to Lifeline Darling Downs & SWQ Ltd, and for your ability to continue to provide a high level of service (business as usual) during a time of significant and ongoing change. In particular I reflect that during our inaugural Corporate Services Division Planning and Development Day in March 2012, not only we were achieving great results in terms of business performance indicators such as call rates, turn around times and quality of administrative services provided, but we had formed a cohesive, supportive and positive team. Again thank you for allowing me to share this part of the journey with you. In my time with Lifeline Darling Downs, of around two (2) years, I have been impressed and delighted by the Company's willingness to look at adopting new and innovative measures, based around good practice in this and other industries, in order to provide even better supports to staff in carrying out their vital services. I wish to acknowledge not only the fantastic work that was undertaken by Ms Jennie Peut, Counsellor Administration Support, but also the forward thinking of Derek Tuffield, as our CEO (and my immediate boss!) in agreeing to the initial trial of Jennie's role. Jennie provided clinical debriefing and support to our administrative staff, as well as support around significant change processes/ environments. This was not inconsiderable investment in our vital front office and administrative support (back office) staff. However when you look at the outcomes achieved in terms of performance, client feedback (internal and external), and then the "pulse" of our Corporate Services Administration Team it is an investment that has paid strong dividends. Our ICT team, currently comprising Mr Andries Buys, Manager, ICT, and Mr Antoine Changuion, ICT Support Officer, provide an incredibly professional, responsive and timely service to all of our Company which covers an area roughly the size of the state of Victoria. While maintaining very high levels of quality service required to keep our daily operations 18 17
18 Lifeline Darling Downs & South West Queensland Ltd 2012 Annual Report running, they also maintain a strategic focus with major initiatives such as the Disaster Recovery Project which is seeing our systems "twinned" offsite so that in the event of a major disaster that we can continue with very minimal interruptions to service delivery and essential operational functions. Given the advent of extreme weather evidenced by the ongoing floods, and the bushfires which are not that distant a memory, these measures are essential in a dynamic and leading edge community services provider in the greater SWQ region. We employ approximately 170 paid staff, and we have over 400 dedicated volunteers. Our annual turnover is in excess of $12M per annum. The work that our ICT team undertake, with willingness and in a very timely manner, is exceptional. They also work closely with our Administration & Quality Coordinator, Mrs Sweta Sharma, to ensure that there is a good mesh between administrative requirements and ICT supports, such as through major Quality System initiatives such as the Records Management Project. It continues to be a pleasure to work with ICT in support of this wonderful organisation. In March this year Craig Lincoln, Work Health & Safety Advisor, officially became part of the Corporate Services Division team, moving across from Financial Services. Craig is a consummate professional, who never fails to go the extra mile in his role, and has the rare ability to combine technical and subject matter excellence, with a delightful sense of humour. In his role he travels across the great area that our Company services, working across Human Services Division, Corporate Services Division, Business Division and still maintains strong ties with Financial Services Division, partially backfilling the role of Manager, Property & Assets during times of annual leave etc. Craig has achieved remarkable results in his time with Lifeline Darling Downs in terms of bottom line results (essential if we are to be able to continue to provide vital community services) and even more importantly ensuring that all our staff and volunteers are kept as safe at work as the Company can possibly achieve. In addition to supporting Lifeline Darling Downs, Craig works proactively with other, smaller community service organisations throughout the region assisting with audits and WH&S issues and concerns. In this way, his role exemplifies Lifeline Darling Downs commitment to working with the greater community to ensure community resilience and development. I have had the pleasure of working with Craig with various initiatives during my time with the Company and I again want to personally thank him and acknowledge his tremendous contributions to an organisation which continues to go from strength to strength. With the size of our organisation, our Human Resources, which include both paid and voluntary team members, are incredibly important. The Board and Management of Lifeline Darling Downs continually acknowledge that people are our most important asset. Working together as a team we continue to be able to achieve amazing results both internally, building the capacity of the wider community. Our reputation as an employer of choice continues to grow, with staffing levels remaining fully occupied. Given the staffing challenges facing many local organisations particularly with the advent of the Surat Basin and resource sector boom this is a highly enviable position to be in. Corporate Services Division acts as the skeleton of the organisation, providing infrastructure to support people doing what they do best. I am proud of my team's achievements, who can often be the unsung heroes behind the scenes I believe. I hope this overview goes some way to not only provide you with an insight into our Division's achievements to date and strategic direction, but also gives an acknowledgement of the contributions of the individuals behind these substantial undertakings. In summary I would like to provide the following high level overview: Summary of Corporate Services Division Achievements 2011 - 2012 Successful piloting of Counsellor, Administration Support role - cutting edge, industry best practice initiative. ICT Disaster Recovery Project. 19
Page 1 and 2: Restructure and Asset Renovations A
Page 3 and 4: 2 bOARD OF DIREcTORS 1 OcTObER 2011
Page 5 and 6: ORGANISATIONAL STRUCTURE Whole of O
Page 7 and 8: 6 Community Resilience Gavin Quinn
Page 9 and 10: 8 Chairman's Report Lifeline Darlin
Page 11 and 12: 10 Lifeline Darling Downs & South W
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Page 33 and 34: 32 Lifeline Lifeline Darling Darlin
Page 35 and 36: 34 Flood Counselling Lifeline Darli
Page 43 and 44: 42 Back Wall (Bottom to top): Nigel
Page 45 and 46: 44 Corporate Services team From Lef
Page 47 and 48: 46 From Left: Tamara Willis; Bobett
Page 51 and 52: 50 Challenges Lifeline Darling Down
Page 57 and 58: 56 Future directions Lifeline Darli
Page 59 and 60: 58 Future directions Lifeline Darli
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68 Future directions St George Life
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88 Lifeline Darling Downs & South W
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Annual Report 2012 - Lifeline Darling Downs

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