Strengthening Communities – Empowering People - Lifeline Darling ...

LIFELINE DARLING DOWNS
AND
SOUTH WEST QUEENSLAND LIMITED
(ABN 97075403959)
holds accreditation from
LIFELINE AUSTRALIA INCORPORATED
and through that body is affiliated with
LIFELINE INTERNATIONAL
and is a division of
LIFELINE COMMUNITY CARE IN QUEENSLAND
Lifeline is a Christian ministry committed to counsel in accordance with Christian insights
Lifeline seeks and acknowledges the support of the church and the wider community in
enabling it to maintain its service.
Our Motto:
THANK YOU
Strengthening Communities
– Empowering People
The whole Lifeline Team extends thanks to the Chronicle, ABC Radio Southern Queensland,
Radio Stations 4GR, 4WK and 4DDB FM, Win Television, Seven Queensland, Southern Cross
Ten, The Dalby Herald, The Warwick Daily News, Queensland Country Life Newspaper and
other rural papers for their support throughout the year.
THIRTY THREE YEARS OF SERVICE
THE MAYOR OF TOOWOOMBA, ALDERMAN N ROBINSON OPENED THE TELEPHONE
COUNSELLING SERVICE ON SUNDAY, 20TH JULY 1975.
LIFELINE
1

oard oF
2
irectors
mEmBErs oF thE BoarD ExEcutIvE
BoarD oF DIrEctors – For 2007 / 2008
Taisoo Kim WaTson Chairperson
Darryl Redding Deputy Chairperson/Strategic Planning Advisor
Alan Dean HR Committee Convenor
Peter Ambrosiussen Treasurer & Convenor Finance Committee
Ian Rosenberger Assets Management Committee Convenor
Jeff Stevens Workplace Health and Safety/Risk Management Convenor
mEmBErs oF thE BoarD
Anne Cross Director UnitingCare Queensland
Betty Tan Human Resources Committee Member
Jeff Murray Risk Management Committee Manager and
Rural/Disability Advisor
Jim Black Finance Committee Member
Rob Nielsen Human Resources Committee Member
Neryl Wearing Director/Board Liaison Officer
Phillip Sorensen Director/Legal Advisor
John Williams Information Technology Advisor

thE hIstorY oF LIFELINE DarLINg DowNs aND south wEst
QuEENsLaND
1975 to 2008
1. The establishment of Lifeline Toowoomba was due to the efforts of Mr Vic Davis – a foundation
member of Lifeline Brisbane and retired bank manager.
2. Lifeline Toowoomba opened on 20th July 1975 at Matilda House, 88 Russell Street, Toowoomba
(receiving 600 to 700 calls per annum).
3. Rev Geoff Waugh was the Interim Director from July 1975 to November 1975.
4. Rev Robert Holt was the Director from January 1976 to March 1977.
5. Sister Bernadette Curtin L.C.M. the Director from April 1997 to December 1979.
6. The Family Support Service (Known originally as The Homemaker Service) was first funded in
January 1979.
7. Rev Noel Park was Director/Managing Director from February 1980 to March 2000.
8. The Material Aid Service was first established in July 1980.
9. Relocation of the Counselling Centre to 161 Hume Street, Toowoomba in August 1980.
10. The Dalby and Warwick Sub-committees were established in 1981 to help pay for the first land line
to Toowoomba in June 1982.
11. Lifeline’s current logo was approved by Lifeline Australia National Board in May 1983.
12. The Distribution Centre moved to 2-6 Hodgson Street in 1984-85.
13. Lifeline Farmline was established in 1987 to help farmers cope with high interest rates.
14. Relocation of the Counselling Centre to 127 Russell Street in 1988.
15. Dalby Office was opened in 1991.
16. The Break-even Program was established in June 1993.
17. The National Number 13 11 14 was introduced by Telstra in July 1993.
18. Relocation of the Counselling Centre to 5 Mill Street, in December 1993.
19. Rural Family Counselling Service was established 1995.
20. Registration of the Company on 18th September 1996.
21. Warwick Counselling Rooms and Shop were established in 1997.
22. St George Counselling Rooms and Shop were established in 1998.
23. Relocation of Distribution Centre to 192A Stephen Street in October 1998.
24. Charleville Office was established July 1999.
25. Establishment of No 1 Taylor Street in November 1999.
26. Appointment of Derek Tuffield as General Manager May 2000.
27. Dalby Office (1 Patrick Street) officially opened 4th August 2001.
28. The opening of The Lifeline Smart Tip Shop on 25th June 2003.
29. Purchase of the premises at 17 Long Street in February 2004.
30. Celebration of 30 Years of Service 20 July 2005.
hIstorY
31. National Roll-Out of Greater Access Program by Lifeline Australia Incorporated – 13 11 14 in 2006.
32. Commencement of Executive Management Team on 3rd March 2008.
3

Eams
LIFELINE DarLINg DowNs aND south wEst
QuEENsLaND LImItED tEam as at 30/6/2008
4
General Manager Derek Tuffield
Management Team
Financial Services
Counselling Services
Toowoomba Family Intervention Program
Toowoomba Focused Family Service (RAI)
Telephone Counselling & Emergency Relief Unit
Gambling Help Toowoomba & South West
Family Therapy Team
Men & Relationships Program
Community Development & Support Unit
Rural Team East
Charleville Office
Counselling Centre
Distribution Centre
Gambling Help
Garndoo Jarawair
Men & Relationship Program
St George Office
Telephone Counselling & ERSU
Toowoomba Focused Family Service
Jenny Hohn
Paul Jensen
Karen Casey
Janice Clark
Shelley Gapp
Kate Greener
Megan Halliday
Andrew Karpenko
Sharyn McCarthy
Pamela Whitman
Madonna Maris
Marianne Cauley
Angela Moor
Joanne Rudge
Daphne Kuhn
Letitia Kuhn
Joan O’Brien
Joy Cook
Jocelyn Dover
Sandra Endres
Mandy Didsman
Carol Doyle
Julia Wilke
Assets & Resource Management Leanne Bausch Coordinator
Building Communities Connections Sharon O’Phee
Family Intervention Program Alexandra Bryant
Peter Proctor
Sari Silvonen
Family Therapy Team Robert Sandison
Gayle Sainsbury
Denny Edwards
Kim Coleman
Patricia Stewart
Financial Counselling Mary McLean
Jillian Fletcher
Family Support Program (St George) Jean Smith
Gambling Help Toowoomba & South West Lesley Spring
Elders Program (St George) Una Lister
Living Works Catherine Leask
Garndoo Jarowair Sue-Ann Shepherd - Team Leader
Tsering Yangzom
Bobette Robinson
Ruth Arnold
Donna Waters
Tsering Yangzom
ICT Support Brent Dalgleish
Craig Richardson
Men & Relationships Program Andrew Spring
Kevin Fogerty (Yarnin Up)
Douglas Gilmour

Refugee & Migrant Communities Project (CSS) Roberto Garcia
Rural Family Support (Dalby based) David Fenton
Rural Family Counselling – Charleville John Elischer
TC & ER Support Unit Susan Stevens
Susan Douglas
Pam Tooth
Veronica Robertson
Slade Newitt
Tmba Focused Family Service (RAI) Wendy Chapman
Wendy Smythe
Cherie Siokos
Daphney Gossow
Youth Development – St George (SEDS) Catherine McQuillan
Youth Support Program (Charleville) Renae Heinemann
Business Division Angela Klein Coordinator
Distribution Centre Stephen Pennells Coordinator
Greg Burraston
Gary Gehan
Graham Medill
Malcolm Timm
Kim Everett
Kathryn Jephcott
Sheryl Reardon
Nicole Smith-MacKenzie
Debra Foster
David Clark
Lindy Lutvey
Barry Miller
Susan Olsen
Kiarn Marriage
Cleaners Sylvia Fenton
Lenard Eiser
our
tEam
5

Shop Employees
Charleville
Dalby
Emporium
Duggan Street
Goondiwindi
Never Ending Stories
Newtown
Oakey
Once Was
Perth Street
Range
Wilsonton
Smart Tip Shop
St George
Tara
Vintage Wardrobe
Wyalla
Warwick
Wandoan
6 our
tEam
Julie-Anne McLean
Sandra McGennisken
Narelle Roseberry
Roslyn Frizzell
Wendy Monaghan
Mary Nagas
Laraine May
Kelly Byrne
Ron Evans
Dave Frichot
Desley Weise Volunteer
Joanne Jackson
Lorraine Lovell
Helen Lynam
Betty Acworth
Tracey Smith
Emmy Van Der Woude
Denise White
Michael O’Malley
John Olde-Byvank
Andrew Turnbull
Gwen Hillier
Sue Friend
Tania Griinke
Faye Hurst
Sue Madden Volunteer
Deb Goulding
Barbara Frizzell
Cheryl Reibelt
Shirley Jarmey Volunteer

chaIrPErsoN’s rEPort
It is with much pride that I present my second Annual Report as the Chairman of the Board. We have achieved
much, and we should congratulate ourselves. We will continue to improve the services for our clients and working
conditions for our staff and volunteers. We will continue to build stronger relationships with the many organisations
and communities we share similar goals with. We are a division of Lifeline Community Care Queensland.
For some years, we have been concerned about our business activity levels. This has come about because of
an increase in charity shops and commercial shops with cheaply priced goods, placing us into a more competitive
market.
I thank all volunteers, shop managers and staff at the Distribution Centre who have worked hard in collecting,
sorting, transporting and selling goods through our shops, country sales and bookfests. I also thank all staff in
our Finance and Business Sections who have managed the business affairs so efficiently. Your hard work has
achieved the excellent results we have experienced during the year.
Our various client services have also been busy by providing a high level of counselling as well as other programs.
Sometimes the Managers and staff have to perform these tasks under difficult circumstances. I thank them all.
With the appointment of the new position of Manager Counselling Services we were able to form an Executive
Management Team consisting of this new position as well as the General Manager and Finance Manager. We are
confident this team will not only relieve some of General Manager’s heavy work load, but will also be able to direct,
plan and manage the programs and business more effectively. I thank them for their dedication and leadership.
We have been an active partner with the State-wide Community Disaster Recovery Team. Our work has been
highly commended; our well-trained and dedicated staff provided this important emergency service at different
areas. I offer my personal thanks to all.
The Directors of the Board have contributed toward this successful year by revising the Constitution as well as
working hand in hand with staff by establishing four working parties, namely the Staffing, Space, Business Planning
and Future Vision Working Parties. This is all part of our current Strategic Planning. We have also sat on various
working committees. I thank them all.
We still have some issues to resolve with one of our funding providers on the service agreement. There will always
be some issues and tasks to work on.
There are times when we are disappointed and discouraged when we face issues that seem insurmountable. I
have much confidence in you all; you are our most precious resource. I wish you all good health and harmony in
your daily life.
Taisoo Kim Watson
Chairperson
chairperson’s
rEPort
7

past board
chaIrPErsoNs
8
Past BoarD chaIrPErsoNs
Alan Dean 2003 – 2006
Jennifer Grummitt 1997 – 2002
Rob Nielsen 1997 – 1998
Avril Baynes 1993 – 1996
Rev Paul Moore 1991 – 1992
Mark Orchard 1987 – 1990
Rev Brian Lynes 1986
Rev Sue Algate 1984 – 1985
Barry Whisson 1982 – 1983
Jean Bryant 1981
Rev Ken Hill 1980
thE gENEraL maNagEr’s rEPort
It is with much pleasure that I present my ninth report on the activities and challenges that have occurred within
Lifeline Darling Downs and South West Queensland Limited over the past 12 months. We are a division of
Lifeline Community Care in Queensland, a member of Lifeline Australia Inc and work together with UnitingCare
Queensland.
The 2007/2008 financial year will certainly be remembered by many of us as the “Community Recovery Year”. The
theme for this year’s Annual General Meeting is in fact “Community Recovery” in acknowledgement of a very busy
and demanding year. The Equine Influenza (EI) outbreak occurred in late August 2007 at Morgan Park Warwick.
Six weeks later the Department of Communities opened its “One Stop Shop” at our new Anzac Avenue Shop
location and remained open until the first week of February 2008. We provided personal and financial counselling
during this period of over 5 months.
During January 2008 we also experienced the Central Queensland Floods which resulted in our activation again at
Charleville. The front cover of this year’s annual report shows the water lapping at the front steps of our Charleville
Office on the 21st January 2008. Also during January we supported Community Recovery efforts in Mackay with
Lifeline Community Care by sending trained Community Recovery Officers for one week.
The past couple of years have witnessed greater attention being applied to our “Strategic Plan” and its Goals. This
has resulted in various working parties being formed such as:
1. Space Working Party
2. Retaining and attracting quality staff Working Party
3. Vision Working Party
4. Business Performance Review Team
These various working parties have helped to keep the organisation focused on various key issues and goals
identified in our latest Strategic Plan 2007-2009. I wish to thank all the staff, volunteers and Board members for
their input and commitment to these working parties.

Also during early 2008 we officially formed the new “Executive Management Team” which was an outcome of our
organisational review which was conducted in 2005. The new Executive Management Team currently consists of
three (3) members:
• General Manager
• Manager Counselling Services
• Manager Financial Services
The aim of the Executive Management Team is to focus on whole of organisation issues. My plan is to continue to
expand this team so that it grows and allows the organisation to continue to grow now and into the future.
Another significant success that we achieved during early 2008 was the formal accreditation of our Family Support
Program which is based in St. George and funded by Disability Services Queensland. This accreditation is a result
of almost 4 years of planning and preparation. I wish to acknowledge the work of former Family Support Facilitator
Pauline Stewart and administration staff Mandy Didsman who worked closely with me during the preparation period
and lead-up to the accreditation on 28/29 March 2008.
Our Business Division has also had an outstanding year as can be seen from our end of year financial results. The
surplus to budget in sales was significant in helping us to ensure that we achieve a solid overall trading surplus
for the organisation. During the year our strategic plan was to open two new shops and this also was achieved
following the opening of our new Anzac Avenue Super Store in September 2007 and more recently our new
Goondiwindi Shop on 6 May 2008. For any General Manager when your Business Division is performing well it
certainly takes pressure off you and allows you to concentrate on other important operational issues.
During the past 12 months there were a number of other successful achievements and acknowledgements that I
must mention. Firstly, to our Country Sales Team, this continues to be led by the most capable and long serving
volunteer Michael Nicholas. Congratulations on another wonderful, successful year. The service your mobile
clothing sales provides to the residents of communities like, Crows Nest, Pittsworth, Miles, Chinchilla, Roma and
Dirranbandi is greatly appreciated and valued by the Board, staff and myself. Congratulations again to the Country
Sales Team.
I also wish to acknowledge the contribution of the Telephone Counselling and Emergency Relief Unit staff and
volunteers. The past 12 months has again proven to be a most challenging time given the continued roll-out of the
“Greater Access Program” national telephone system, the constant need for more individuals to become qualified
telephone counsellors. It would appear that given the market demand for paid employees, our ability to attract more
volunteers to our 131114 telephone counselling service has been greatly affected over the past 12/18 months. I
wish to thank all our volunteer telephone counsellors for their continued dedication to staffing the telephones 24
hours a day 365 days each year.
Our Information Communication Technology (ICT) unit has continued to maintain an extremely reliable and
successful network. Congratulations to Brent Dalgleish and his part-time assistant Craig Richardson on his
contribution and support of staff throughout our organisation. I also wish to acknowledge the support of Board
member John Williams for his additional contribution to our ICT network.
To all Business Division staff and Volunteers please accept my sincere thanks and appreciate for all your hard
work, support and dedication after the past 12 months.
In closing, I wish to again acknowledge the support and expertise that members of the new Executive Management
Team and Line Management Team bring to the organisation. Over the past 9 years the management team has
continued to evolve, evaluate and improve that way it operates. To all managers please accept my sincere thanks
and appreciation for everything you have done as a member of this important Management Team.
Derek P. Tuffield
General Manager
managersrEPort
9

ELEPhoNE
ounselling
10
tELEPhoNE couNsELLINg sErvIcE
Change, change and more change has been the services experience and catch cry over the past couple of years
and certainly within the last 12 months. As a team we have become quite skilled with the process of change. To
accommodate change Telephone Counsellors have needed to demonstrate flexibility, they need to remain positive
and calm and adapt quickly to new technology. As always Telephone Counsellors have done this admirably and
always with good humour. Through all the change their focus has remained constant - to be there for callers and to
work in ways that are respectful, genuine and warm. As a team we continue to admire the skill, professional attitude
and commitment Telephone Counsellors provide to the thousands of people who access our service.
The greatest change that has occurred within the past 12 months has been the “National Overflow”. This means
that Telephone Counsellors now receive calls from anywhere in Australia. The reason behind this significant and
enormous change is an attempt to reach more callers. For many years the bigger centres have been unable to
meet their call demand, therefore thousands of calls go unanswered every year. On the other hand some smaller
centres had the capacity to take more calls. At this early stage it would appear that the National percentage of calls
getting through to counsellors has increased to approximately 56%, an increase of 28%. So how has this change
impacted upon our local Telephone Counsellors? It has meant that Telephone Counsellors tend to be a great deal
busier, especially in the evenings and overnights, there is greater variety and complexity in the calls they take, thus
counsellors are being challenged and skills are developing and enhancing, there is a greater sense of reaching
more callers. The down side is that our local Telephone Counsellors are not talking as frequently to callers who
contact the service on a more regular basis.
Being a Telephone Counsellor requires a high level of skill; in fact there is no other form of volunteering that needs
the same level of training, supervision and support. Telephone Counsellors work with a broad range of people who
are reaching out for a variety of reasons, our counsellors have the ability to genuinely listen and warmly connect
with others, they build strong relationships, thus creating an environment of trust where callers feel they can speak
openly. Callers know that they will be supported and heard. Our Telephone Counsellors work in ways that recognise
the caller as being the expert in their own lives. They believe people can change, that every caller has strengths,
abilities, skills and knowledge which will enable them to work towards their own solutions. When working with
callers Telephone Counsellors are able to sit with the “pain” and hurt, they explore issues and work in ways that
concentrate on the hopes, possibilities, opportunities and dreams of that person.
Many of our Telephone Counsellors do more than attend shifts, they are very active in providing support to new
trainees as they join the counselling team. This makes an enormous impact for new trainees who are always very
excited and keen to hear and learn from those who are actually working on the phone. We offer a big thanks to all
those Telephone Counsellors who offer that extra support to the service.
This year we have said farewell to Susan Stevens who has been with us for three years and we wish her all
the best in her new endeavours. Susan has been the Basic Training Coordinator and has made some positive
changes to the way we approach our training. She has introduced many new ideas to the team. She has actively
encouraged Telephone Cousnellors to be more involved in co¬facilitating the basic training. Sharing life stories,
knowledge and skills with trainees has enriched the training experience and made a positive impact on trainees
learning. The training explores a Strengths Approach which focuses on a set of values which underpin the ways in
which Telephone Counsellors work with callers and with each other.
Maintaining and supporting Telephone Counsellors is an important role in this organisation. We value what
Telephone Counsellors bring to our service, therefore we are keen to support these volunteers in ways that
enhance their growth and learning. A big thank you to Pam Tooth, Susan Douglas, Veronica Robertson, Slade
Newitt and Carol Doyle for the dedication and time offered; for remaining positive and maintaining a sense of
humour even during the more difficult and challenging times. Our team finds great reward and joy in engaging with
training and supporting of Telephone Counsellors.
Thanks also to staff and volunteers who work at the Lifeline Shops and the Distribution Centre, without their hard
work the Telephone Counselling Team would not be able to financially continue to supply this essential service to
the community. This service continues to thrive because of the 70 Telephone Counsellors who give of their time,
energy and skill, who rise to the challenges, listen respectfully, act in ways that are warm, genuine and transparent
and who are willing to accept the journey of self growth. We are grateful to you all and to your families.
To find out more about the Telephone Counselling Course offered please phone 4632 9299 during work hours.
Shelley Gapp
Manager

EmErgENcY rELIEF Program
Over 1 million Australians live below the poverty line and according to recent figures this is in fact increasing. For
many Australian families the ability to be able to provide the basics, such as food, rent, clothing and medication
is an increasing challenge due to families experiencing greater feelings of anxiety, depression and stress, placing
families at greater risk.
The Emergency Relief Program continues to support families with dependent children experiencing financial
hardship in the Toowoomba area. Food vouchers can be offered to those families who are experiencing financial
crises. This service is available three times a week Monday, Wednesday and Thursday.
This year the Emergency Relief Service has undergone some major changes. For several months the organisation
has been having discussions about ways in which we can utilise the limited emergency relief funds in ways that are
more respectful of our clients. This service has for some time wanted to engage with clients is ways that recognize
their strengths and abilities as parents, as well as acknowledge the hardship that limited resources can place on a
family. Our families are doing the best that they can and it is important for us as an organisation to work in partnership
with these families. Through the provision of certain resources it is our hope that families can build on and maximize
their capacities and in turn find their own solutions in ways that are more respectful, transparent and client focused.
The Emergency Relief Program is managed and maintained by the admin staff in the Mill St office. They have
shown great skill and expertise in being able to manage, maintain and support these clients who are experiencing
times of financial hardship. They work in ways that are respectful and genuine. This program has limited funds
therefore the help that can be provided is also limited, this can be stressful for staff, but they remain positive
and supportive to all who approach for assistance. This program often presents challenges and the admin team
deal with these challenges calmly. We wish to acknowledge the hard work of Joanne, Marianne and Angela and
commend them on the great job they are doing with this client group.
The service will continue to provide basic financial support to families. Our aim is to engage with families in ways that
emergencyrELIEF
support and “value add” to their strengths, skills and abilities. The continued hope for the Emergency Relief Team is
to create and provide a service that is respectful and works proactively and creatively within the local community.
Shelley Gapp
Manager
commuNItY rEcovErY
This program is funded by the Dept of Communities
under a reimbursement agreement during periods of activation.
Community Recovery counselling and support has been a part of Queensland Lifeline Centres role for many years.
As detailed in the State Community Recovery plan, Lifeline provides counselling support in the event of a disaster.
Lifeline Darling Downs and South West Qld Ltd provides community recovery support throughout its entire south
west district. Once a disaster has been declared by the Queensland government, Lifeline Darling Downs and SW
Q Ltd can be activated by the Dept of Communities to provide this response. Our community recovery response
is to provide psychological first aid to those people (adults and children) who have been affected by the disaster.
Support given to people may include basic counselling regarding losses they have experienced, talking about their
feelings following the disaster, or giving out referral information for ongoing support or special disaster support
that they may be able to access. Following a disaster, some people may require extra support due to relationship
breakdown, financial hardship, loss and grief, trauma, suicidal thoughts or other compounding issues such as an
existing disability or prior experience with a disaster.
The 07/08 year has been the longest period of activation for community recovery for Lifeline Darling Downs and
SW Q Ltd.
MORGAN PARK (WARWICK)
We were first activated to respond to the Equine Influenza disaster at Morgan Park on 27 August 2007.
Approximately 250 people remained at Morgan Park whilst their horses were quarantined following an Equestrian
event. During the quarantine period, numerous Lifeline counsellors were engaged to visit Morgan Park on a daily
basis in order to provide psychological first aid to those people affected by the disasters. Lifeline Darling Downs
and SW Q Ltd was assisted by Qld Health (Warwick) to provide this service 7 days a week for 6 weeks.
11

EQUINE INFLUENZA ONE STOP SHOP
Unfortunately, despite the quarantine, the equine influenza continued to spread throughout South East Queensland
and NSW. On 5th October 2007, Lifeline joined Red Cross and the Department of Communities in establishing
a one stop shop in Toowoomba. The One Stop Shop was co-located with the new Lifeline superstore on Anzac
Ave. Outreach teams were also established in Warwick, Rosewood and Lowood. Lifeline Darling Downs and SW
Q Ltd staffed the Toowoomba One Stop Shop and the Warwick outreach team seven days a week, whilst Lifeline
Ipswich provided counsellors to the Rosewood and Lowood outreach teams. We also provided a number of “one
off” outreach teams to Tara, Stanthorpe, and Dalby.
The One Stop Shop remained open until the 8th of February 2008. During this period, a total of 507 people were
assisted at the Toowoomba One Stop Shop. 217 people were assisted at the Warwick Outreach Team, and 31
people were assisted at various other outreach teams (Stanthorpe, Tara and Dalby).
HAIL AND STORM DAMAGE
Lifeline Darling Downs and SW Q Ltd were also activated to smaller disasters such as hail storms in Jandowae,
Killarney flood and Stanthorpe flood. One Lifeline counsellor joined the community recovery team in Killarney
on Friday 11 January. The rest of the support for these disasters was provided with phone counselling by the
Community Recovery counsellors.
CHARLEVILLE FLOODS
On 24th January 2008 Lifeline Darling Downs and SW Q Ltd was also activated to respond to the Charleville
Floods. Charleville Lifeline counselling staff plus community recovery counsellors from Toowoomba provided
psychological first aid and support to 199 people from activation until the 7th of February. Counselling staff were
involved at the Charleville One Stop Shop, and also in outreach teams to outlying flood affected areas.
MACKAY FLOODS
On 22nd February 2008, Lifeline Darling Downs was contacted by the Acting State wide co-ordinator of Community
Recovery – Richard Johnson. Richard requested that Lifeline Darling Downs & SW Q Ltd provide counsellors
to assist those people affected by floods in Mackay. A team of four counsellors were sent to Mackay for a week
(26th of February until the 2nd of March 2008) to provide counselling. During this period, three counsellors saw
approximately 183 clients. Issues that clients were seen about included grief regarding destroyed belongings, fear
and anxiety following waking up to a flooded house, a family member nearly drowning, feelings of hopelessness for
the future, suicidality, and loss of work or income. These counsellors worked in the One Stop Shops in Mackay, as
well as on outreach teams. The community recovery response in Mackay included contribution from every Lifeline
centre in Queensland.
TRAINING
In October/November 2007, Megan presented two Community Recovery counselling training days which were
attended by 35 people in total. The counsellors trained specifically in community recovery and psychological
first aid included paid counselling staff at Lifeline Darling Downs (rural and Toowoomba), as well as experienced
telephone counsellors.
Two debriefing meetings were offered in February following the closure of the One Stop Shop. This debriefing
involved a service evaluation, plus an opportunity for staff to reconnect with each other and discuss how they
coped performing this often challenging work.
STAFFING
The Community Recovery Team has been staffed by Derek Tuffield (General Manager) from August – September
2007, and then Megan Halliday (Manager) during October 2007- March 2008. 39 counselling staff worked as
counsellors throughout the various community recovery work. Community recovery counsellors were invited to
work casual hours during the response, and some paid staff performed community recovery duties during their
regular work hours.
Following the period of activation, Megan has remained as Manager of Community Recovery, in addition to her
position of Manager of the Family Therapy Team. Since March, Megan has continued to liaise with state wide
Lifeline Community Recovery, remained on the Community Recovery committee in Toowoomba, participated
in additional training and exercises on community recovery and provided ongoing contact and training with our
counsellors.
In summary, this has been an extraordinary year for Community Recovery work at Lifeline Darling Downs and
SW Q Ltd. The ongoing support that we were able to provide over an 8 month period (7 days a week) is a huge
credit to the organisation and its committed staff. It has been a busy, but extremely successful year. Thank you to
everyone who has played a part in the community recovery work.
Megan Halliday
12

commuNItY suPPort & DEvELoPmENt uNIt (csDu)
CSDU included the following programs funded by various state and federal government departments and staff
during 2007/08.
Community Support & Development Unit (CSDU)
Position Staff
CSDU - Manager Lynnette Pirie
(till Oct 07 & continues to be on leave without pay)
CSDU - Acting Manager Sharyn McCarthy
(from Oct 07 & continues to hold acting position)
CSDU - Administration Jocelyn Dover
Community Development Program funded by Department of Communities and includes the Living Works
Program donations received from Burstow’s Wonderland of Christmas Lights , ANZ Bank & partnership with
TOMNET (Toowoomba’s Older Mens Network)
Community Development Worker Lynnette Pirie (till Oct 07)
Community Development Worker Sharyn McCarthy (from Oct 07)
Community Development Worker & Living Works Cath Leask (part-time)
Coordinator
Volunteer Mr Ted Long
Garndoo Jarowair – Inclusion Support Agency funded by Department of Family & Community Services
& Indigenous Affairs (DFaCSIA) till April 2008 then transitioned to Department of Employment, Education &
Workplace Relations (DEEWR) through Lifeline Community Care Qld (LCCQ)
Regional Team Leader Sharyn McCarthy
(till Oct 07 currently remains in a/manager role)
Acting Regional Team Leader Sue-Ann Shepherd
(from Oct 07 & continues to hold acting position)
Inclusion Support Facilitator Sue-Ann Shepherd (till Oct 07)
Inclusion Support Facilitator Ruth Arnold
Inclusion Support Facilitator Bobette Robinson
Inclusion Support Facilitator (part-time) Tsering Yangzom (from Jan 08)
Inclusion Support Facilitator (part-time) Kellie Saville (from Dec 07)
Inclusion Support Facilitator (part-time) Donna Waters – St George office
Administration (part-time) Mandy Didsman – St George office
Administration Jocelyn Dover
Inclusion Support Assistant -Resources Shana Simons (resigned Oct 07)
Inclusion Support Assistant –Trainee
Nyadier Pac (traineeship completed Oct 07)
funded by DEIR & Aust Apprenticeship scheme
Settlements Grants Program (SGP) funded by Department Immigration & Citizenship (DIAC)
Refugee & Migrant Community Development Worker Tsering Yangzom
(Locum position completed Dec 07)
Refugee & Migrant Community Development Worker Roberto Garcia
(Commenced Jan 08)
Refugee & Migrant Community
Wallace Quoibia (Jan- April 08)
Development Trainee funded by DEIR & Aust
Apprenticeship scheme
Building Community Connections – African Lunches Program funded through the “Access to Pathways”
Education & Training Reforms for the Future (ETRF) Grants Initiative
csDu
African Lunches Program Facilitator Sharon O’Phee ( Aug 07 – June 08)
African Lunches Project worker Jok Keer (casual position)
African Lunches Project worker Thon Deng (casual position)
13

The diversity of the CSDU programs and the staff has continued to be innovative, collaborative and the
commitment to share learnings, resources, connections and knowledge has strengthened the unique synergy
ensuring responsive and appropriate service delivery to the communities throughout Toowoomba, Darling Downs
and South West Queensland.
The highlights include as a team joined by family, friends and colleagues, CSDU participated with the local
community to mark the Prime Minister’s national “Apology” to the Indigenous stolen generation. This significant
event has led to conversations by a group of indigenous and non indigenous staff to establish a Reconciliation
Working Party to enhance Indigenous awareness across all areas of Lifeline Darling Downs that will ensure that the
organisation is respectful of Indigenous culture and of current and future Indigenous staff members.
Nyadier Pac completed her Certificate III in Children’s Services Traineeship and was awarded the Trainee of the
Year in Children’s Services at SQIT. Nyadier has attained a permanent position in a local ABC Child Care service in
Toowoomba and we congratulate her on her achievement.
Also Mr Ted Long was awarded a “Pride of Australia” medal followed by the “Premiers Award for Community Service
with Seniors”. At eighty-two years old Mr Ted continues to be inspirational and a most remarkable community volunteer.
Collaboratively CSDU programs also participated in Toowoomba’s Language & Cultural Festival in August 2007 and at
USQ’s Harmony Day celebrations that coincide with the International Day of the Elimination of Racism holding a Lifeline
Information stall and providing activities such as Indigenous games, playdough activity and musical performances.
All CSDU programs are located at 17 Long St Toowoomba with the St George office an outreach office with
Garndoo Jarowair ISA. The Long St facilities remain a challenge to balance staff and program needs however
Jocelyn Dover coordinates all Long St bookings efficiently and has improved many aspects of the venue, meeting
the needs of the organisation, community groups, agencies and government departments that utilise the Long St
training/ meeting space.
Community Development: The community development program continued to be involved in a diverse
range of activities working with many agencies and linking people from various target groups (People from
CALD – Culturally Linguistically & Diverse backgrounds, Young people, Seniors, LGBT- Lesbian Gay Bi-sexual
Transgendered communities, Indigenous communities, Students, Women & Men’s groups) to opportunities that
enhances collaboration, capacity building and empowerment. Some activities include: Facilitating monthly Dinner
Discussions & initial support to quarterly Women’s Dinners, support to refugee & migrant networks to assist with
ongoing review, support to The Shed project and the Toowoomba North project regarding funding, membership of
SWAN-South West Agency Network, SDN-Skills Development network & the state-wide Cross Cultural trainer’s
network, training provided to Disability, Community & Child Care sectors regarding Cross Cultural Awareness,
Using Interpreters & Self Esteem was provided. Also participation with LLDD & SWQ strategic planning sub
committees focussing on –
Recruitment & Retention and Space issues and recommendations.
Two highlights were the launch of the “Building Resilience in Rural Communities -Toolkit” project that Lifeline
participated and contributed to since the projects beginnings in 2004 and the International Womens Conference
- Education, Employment and Everything... the triple layers of a woman‘s life. A number of local women were
supported to attend the conference predominately from CALD backgrounds, women who are Lesbian, Bi-Sexual
or Transgendered and some women who financially were not in a position to afford registration to an international
conference. Sharyn McCarthy & Nyadier Pac also presented a paper “Travelling through child care as a mother,
student & worker from Sudan to Australia”
Living Works: Again Lifeline DD & SWQ received generous donations from Toowoomba Christmas Wonderland
and ANZ Toowoomba. This money and our partnership with Toowoomba Older Men’s Network have enabled us to
provide suicide prevention training to 418 participants at a nominal cost.
Across the South West Region 276 people were trained in Applied Suicide Intervention Skills (ASIST) – a 2 day
suicide first-aid intervention workshop. Workshops were held in Toowoomba, Kingaroy, Oakey, Roma, Dalby,
Charleville and St George. The feedback shows that at the completion of the workshop 100% of the group felt
either well prepared or mostly prepared to help a person at risk of suicide increase their safety.
A further 146 people attended SafeTALK suicide alertness presentations in Toowoomba, Oakey, Kingaroy, Murgon,
Nanango. The feedback collected shows that as a result of the presentation 98% of participants felt more prepared
to help a person at risk of suicide.
One of the highlights of this program has been the passion and commitment of key local people in promoting and
hosting the workshops. In some centres the Living Works training has been a catalyst for the development of a
community response to suicide prevention. In other centres the training has been an important addition to their
ongoing effort to reduce suicide.
In September 2007 two additional Lifeline DD&SWQ staff were trained to present ASIST and in October six local
14

people including two Lifeline DD&SWQ staff became accredited SafeTALK trainers.
Garndoo Jarowair – Inclusion Support Agency (ISA): The Inclusion Support Agency’s Federal Government
Funding transitioned from FaCSIA to Department of Employment, Education and Workplace Relations (DEEWR) in
May 2008 due to changes made following the current Federal Governments election into parliament. The transition
to DEEWR has been smooth for Garndoo Jarowair Inclusion Support Agency (ISA) staff.
In May 2008 DEEWR announced the continuation of funding to LCCQ to continue the Garndoo Jarowair ISA
program until June 2012. Garndoo Jarowair ISA has met with the National office of DEEWR & contributed
feedback and suggestions in relation to revising the draft of the Inclusion and Professional Support program that
the ISA is one element of.
The confirmation of continuation of funding allows the ISA to continue to work in partnership with the 160 Child
Care services throughout the region to enhance and extend the skills and knowledge ensuring access, inclusion
and active participation for children with additional needs.
Networking and maintaining strong relationships within the region continues to be a high priority for the ISA. This is
ongoing within the vast communities throughout the Darling Downs & South West Qld region with services, support
agencies and community members from Indigenous communities, CALD backgrounds and carers of children with
disabilities.
Garndoo Jarowair ISA has experienced a considerable increase in intakes whilst also continuing to maintain &
strengthen relationships with Child Care services, communities, community members & all stakeholders. The staff
within Garndoo Jarowair ISA has implemented new processes and guidelines once again throughout this period
and the team is continually seeking dynamic ways to continue to offer a high standard of service delivery.
A full compliment of staff is appointed in the Garndoo Jarowair Toowoomba office & the vacant St George Inclusion
Support Facilitator position remains a difficult challenge to fill. The position has been offered twice to successful
applicants only to be declined as applicants took higher renumerated government positions.
Throughout several changes, some challenges & new opportunities the team at Garndoo Jarowair ISA has
continued to strengthen and grow and look forward to the continuation of funding into 2012.
Settlements Grants Program: The Refugee & Migrant program assisted many newly arrived people from
culturally and linguistically diverse backgrounds from countries such as Sudan, Chad, Uganda, Kenya, Liberia,
Seirra Leone, Egypt, Iraq, Philippines, Thailand, Hong Kong, India, Fiji, Nepal, China, Vietnam to name a few.
This program focuses on assisting people from CALD backgrounds to become more self reliant and able to
participate in Australian society. Support is provided to refugee and migrants through casework, referrals to
mainstream agencies, information sessions and opportunities to contribute to reviews, policy development,
develop leadership skills, and engage with the broader Australian community. Women’s Dinners have been a very
successful activity that sees the coming together of women from a diverse range of cultural backgrounds to share
knowledge, resources, stories, songs in a social context. This program continues to be a leading agency to facilitate
cultural awareness, inclusion and collaboration with other community agencies and government departments to
ensure service delivery for people from CALD backgrounds is appropriate and reflective of current needs.
A highlight of the Toowoomba events calendar is the Toowoomba Language & Cultural Festival which the Refugee
& Migrant Community Development worker assists with on many levels supporting cultural groups to perform,
provide catering and facilitates the Lifeline information stand and activities.
African Lunches Project: The Building Community Connections Program, otherwise known as African Lunches
has undergone many changes since the initial pilot program in 2006 through to the completion in June 2008. In
2007, 3 casual facilitators were employed; in 2008 the program was coordinated by Sharon O’Phee. Throughout
the program there was constant review and changes made to the program ensuring responsive, appropriate and
effective service delivery. During the final year of the program African Lunches operated in 7 schools throughout
Toowoomba: St Mary’s, St Ursula’s, Downlands College, Centenary Heights SHS, St Saviours, Christian Outreach
College and Harristown SHS. Many partnerships with other agencies were developed and strong collaboration with
QPASTT’s Nexus program enabled a final gathering of young people to work together to learn many skills through
a full day drama session. This was an extension of the process used for the program to link and connect young
people to information, resources and agencies through creative avenues. Sharon O’Phee and her guitar were
instrumental in building the young people’s confidence and reinforcing community connections.
The highlight of the program was always the “lunches” with the Sudanese and Liberian food a taste sensation for
many of the mainstream students who joined their “buddies” for the lunchtime sessions. This gave a chance for
many of the African students to share a part of their culture with the broader school community.
Sharyn McCarthy
A/Manager – Community Support & Development Unit
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16
FamILY suPPort ProgrammE (st gEorgE)
Lifeline manages the Family Support Program (FSP) from their offices in St George. Two staff members are
involved with the management and administration of the program, Pamela Whitman who is the Facilitator and
Mandy Didsman who is the administrator. Where necessary, Jean Smith works casually as the Family Support
Worker.
Over the last year, twenty four families have been in the program that supports families who have a child or children
with a disability. The number of families we have supported in each area is detailed below:
Area/ town Number of families
Roma 5
Goondiwindi 6
Dirranbandi 4
St George 3
Tara area 2
Meandarra 1
Glen Morgan
area
1
Drilham 1
Chinchilla 1
The types of disability our children on the program have are as follows:
Type of disability Frequency
Autism Spectrum Disorder 5
Intellectual Disability 5
Developmental delay 5
Cerebral Palsy 2
Physical Disability 2
Acquired Brain Injury 1
Speech disability 1
Examples of ways we have strengthened families to care for their children include; funding conference and workshop
attendance; providing books and information on a website; funding stress release activities for carers; referring
families to other local services; solving problems over the phone; and encouraging and supporting families to discover
their own solutions.
Areas of support are largely around the topics of education; social interaction; medical or allied health; and personal
care support. In general terms, common areas for monitory support is given for transport expenses to Brisbane to
see specialized medical staff; early intervention treatment and equipment; educational computer equipment and
programs; respite and personal support wages; membership fees to clubs; back to school expenses; clothing and
family holidays or vacation care.
FamILY
support

FamILY thEraPY tEam
Partly funded by the Dept of Communities.
The Family Therapy Team is a free, professional counselling service. The service is based in Toowoomba, and
clients can access face to face counselling for a wide range of issues. Our general focus is on family counselling,
and we encourage individuals, as well as whole families, to attend the counselling appointments.
We continue to be partially funded by the Dept of Communities, and successfully completed our service appraisal in
April 2008. The Family Therapy Team is also funded by the business division of Lifeline.
COUNSELLING
For the financial year 2007/2008, we received 497 new enquiries for counselling. All enquiries were generally offered
an available counselling appointment, unless the client had requested a service which we were unable to provide (eg.
Specific group work offered elsewhere, or court reports).
Over the 12 months, we conducted 842 phone counselling sessions either to begin an intake process, or as a follow
up call after attending sessions. We also conducted 1126 face to face counselling appointments which were attended
by 1090 people (individual sessions or family sessions). The most common issues that clients received counselling
for were interpersonal issues (including family and relationship issues), and intrapersonal issues (such as loneliness,
depression etc). We have seen a large number of clients in relation to complex bereavement; such as suicide
bereavement, sudden death, or homicide.
GROUP WORK
During the 07/08 year, Denny Edwards co-facilitated one “Get Over It” course with the Men and Relationships Program
(MARP) staff. The rest of the family therapy team offered family counselling sessions to each participant and their
families. The joint collaborative approach to “Get Over It” has been very successful; with very positive feedback from
families who have participated in the counselling as well as the young person attending the group.
Kim Coleman and Rob Sandison have been instrumental in re-establishing the Suicide Bereavement Group in
Toowoomba. This process began in October 2007 with a meeting held with relevant community and government
services. After this consultation, Rob and Kim began facilitating monthly meetings with the Suicide Bereavement
Group. Rob and Kim have facilitated 5 Suicide Bereavement Group meetings in the 07/08 year, with an average of 4
people attending these meetings. The group also received a donation from the City Golf Club. The re-establishment
of this group has also led to an increase of referrals for counselling regarding suicide bereavement.
TRAINING
During the year, Megan presented two ASIST (Applied Suicide Intervention Skills Training) workshops in July 2007
and February 2008. Megan also presented three safeTALK workshops (two in October 2007 and one in June 2008)
which focused on participants developing suicide awareness skills. These training events were very popular with
a total number of 123 participants. We received very positive feedback from participants about the quality of the
training.
Community education programs have been conducted with the Chronic Pain group (Oct 07), and the Dairy Farmer’s
support group (Dec 07).
Denny Edwards and Gayle Sainsbury completed the “clinical practice in Family Therapy” professional course through
the University of Queensland. Megan Halliday, Rob Sandison and Gayle Sainsbury completed the “advanced clinical
practice in Family Therapy” professional course (through the University of Queensland).
Megan also attended the ANZJFT Family Therapy conference in Hobart, Tasmania in September 2007. This was a
great opportunity for skills development, service delivery ideas and networking.
STAFFING
The Family Therapy Team has been staffed by Megan Halliday (Manager), Rob Sandison (counsellor and Acting
Manager), Denny Edwards (counsellor), Gayle Sainsbury (counsellor) and Kim Coleman (counsellor). Robin Darracott
remained as “casual” counsellor until his retirement in December 2007. This casual position was then filled by Tricia
Stewart. Megan was seconded to manage the Community Recovery work for Lifeline during October 2007- March
2008. Rob undertook Acting Management duties from October to January 2008. Thank you Rob and the team for the
management and service delivery provided during this period. Gayle, Denny and Kim also undertook extra casual
hours to work within the community recovery program as counsellors during this period.
In summary, it has been a busy, but extremely successful year. Thank you to the team and administration staff who
work tirelessly to assist people within our community.
Megan Halliday
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18
FINaNcIaL couNsELLINg sErvIcE
As per previous years, this service has been inundated with an overwhelming number of people needing support.
The Financial Counselling Service is funded by the Lifeline Business Division for a counsellor to be employed 3 days
a week. It continues to be booked out 3 weeks in advance with people needing support through financial crisis. The
significant change this year has been the increase in mortgage and rental debt causing strains on relationships.
The Financial Counselling Team
Manager Kate Greener
Financial Counsellor Mary McLean
Administration Support Joy Cook
Achievements
Apart from the number of people seen in financial crisis, this year Mary has been active in the Community in a variety
of ways. The financial counselling service played an important role in Community Recovery, in particular the Equine
Influenza outbreak. Mary has run a number of workshops for Service Providers and a series of free MoneyMinded
workshops for Lifeline Darling Downs staff and their clients as well as other community organisations and their
clients. She was involved with the African Lunches Program where she gave talks to Students about financial issues
in particular about reading the small print that costs money. Some income was raised for the program by facilitating
the Living Works Program (Applied Suicide Intervention Skills Training), and running community workshops.
Mary holds the position of Vice President for the Financial Counselling Association of Queensland and represents
the Association on the Advisory Board of the Centre for Credit and Consumer Law. Mary joined with a number of
other groups recently in a Social Justice reform that had a successful outcome in having an interest rate cap of 48%
implemented for Queenslanders. Being involved in so many areas allows Mary and the Lifeline Darling Downs
Financial Counselling Service to be up to date with emerging information in the financial sector and therefore able to
utilize this information to help support the clients who access this service.
Challenges
The coming year is not likely to have the additional income and the financial counselling available to the community
and will return to 3 days a week. It is expected that the demand for generalist financial counselling will continue to
outstrip the services ability to meet the needs of the community. The range of financial distress continues to grow as
basic living costs increase beyond that of income or benefits. The ongoing challenge will be in attracting funding to
expand the service to 5 days a week.
The Future
Meeting the current demands with the current budget needs to be balanced with succession planning. It is proposed
that we explore the possibility of training volunteers who would have an ongoing interest in the financial counselling
sector. This may give a solution to alleviating the pressure on our service and staff. Applicants who have done a
basic counselling course would be sought as we believe that is a pre-requisite to the technical aspects of debt and
money management. We will continue to seek funding.
Statistics for the period 1st July 2007 to 30th June 2008
Item Number
New clients 225
Counselling sessions 540
Training & information Sessions Held 6
Clients we were unable to assist with an appointment 119
FINaNcIaL
counselling

gamBLINg hELP toowoomBa aND south wEst
Gambling Help is now in its 15th year of servicing the communities in the Toowoomba and South West Region.
This year has proven to be very exciting with new initiatives used in promoting the service and distributing the much
needed education and awareness information in relation to the impacts associated with problem gambling out to
the communities. At present we have an extremely professional, passionate and dedicated team to fulfill all funding
requirements to a very high standard. Gambling Help Toowoomba and South West is funded by the Department of
Communities. Lifeline Darling Downs General Manager Derek Tuffield has again taken up the role of Chair of Directors
of the Gambling Help Network. We thank Derek for his continued support and contributions to the Network
This Gambling Help Team
Manager Kate Greener
Counsellor Steven Mayers
Financial Counsellor Mary McLean
Community Educator Lesley Spring
Administration Support Officer Joy Cook
Key Achievements
One of our main objectives this year has been to proactively promote education and awareness through several
avenues. These included a competition for youth where they were asked to design a web page or poster with
a responsible gambling message in it. Through the research needed to compile the posters/web page, entrants’
knowledge and awareness around the impacts of excessive gambling would be increased. We were excited to
receive 24 entries; winning entries were uploaded onto the Lifeline Darling Downs Gambling Help website.
The self-help book which was written by Amanda Tucker (previous Manager), Steven Mayers and Mary McLean, has
been uploaded to our website for people to download free of charge. Because gambling addiction has a lot of stigma
attached to it a lot of people feel embarrassed to access help. Having this book available will enable people to work
through their issues privately and at their own pace.
This year we identified an increase in numbers of mature aged women experiencing problems with gambling. One
of the contributing factors to this was social isolation, stress and loneliness. As a result of this we launched a ladies
morning tea group where the women could receive some relevant education and awareness information and have
a fun social morning with people experiencing similar difficulties. This group started on the 20th March 2008 and
has run fortnightly since then, it has proven to be well attended and successful. We intend to continue running these
groups while the need is there. We have also been proactive in the schools and out in the community this year with
11 awareness and education session held with 165 people attending and 15 groups held at 1 Taylor St with 83 people
attending. We have been successful in actively networking with community agencies in our region to promote the
Gambling Help service so smooth referral for clients can be achieved and increase staff knowledge in relation to
gambling.
This year we have successfully visited or made contact twice with each 141 gambling venues located in our region.
These visits enable us to offer venue staff responsible gambling training and also training in how to identify and
approach patrons they feel may be experiencing problems due to excessive gambling. We also provide support for
venues to help them adhere to the Responsible Gambling Code of Practice.
This year the Gambling Help counselling service has supported 62 clients in their ‘journey of recovery’ from problem
gambling. An average of 5 new clients per month accessed the service and we continue to support approximately
30 on going clients consistently throughout the year. Gambling Help staff have attended professional development
training so they can continue to upgrade their skills and confidently support clients with their individual needs.
Challenges
Recruiting and retaining staff has proven to be a challenge throughout the year however we now have a strong
dedicated team to continue to offer our services to the Toowoomba and South West Region.
Another challenging goal is consistently promoting our service and distributing enough education and awareness
information around the impacts that excessive gambling has on individuals, families and the wider community. We will
continue to be relentless with this goal in hope we can prevent people becoming addicted to gambling and/or support
people who are already experiencing addiction.
Future
Gambling Help Toowoomba and South West is an integral part of our community and will continue to be. At this stage
we have been funded until the end of 2008 with verbal confirmation of continued funding for the next 3 years.
I would like to take this opportunity to thank my staff for their hard work and dedication to the Gambling Help Program
and to Lifeline Darling Downs, and especially for the support they have given me in my first year as Manager.
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20
Statistics for the period 1st July 2007 to 30th June 2008
ITEM NUMBER
New Clients 62
Counselling Sessions 248
Groups Held 15
Networking Activities 100
Training – Education & Information Sessions Held 11
Interagency Meeting attended (rural region) 10
A competition was conducted for youth to design a single webpage or poster
that promotes Responsible Gambling and the problems associated with
excessive gambling in relation to young people. The competition had two age
sections 12 years of age and under and 13 years to 17 years of age, with a
winner and runner up in each section, with prizes of $100.00 vouchers for 1st
prize and $50.00 vouchers for 2nd prize. It was concluded on the 31st May
2008. The entries were judged by Derek Tuffield, Lesley Spring and Peter
Dolley from the City Golf Club. A few Highly Commended award certificates
were also presented.
The competition was held to raise the awareness of problem gambling in our
area, as it pertains to young people, and we believe we have achieved this aim.
The presentation to the winners was made on Thursday 19th June 2008.
Left: Kate and Lesley in front of the display in Grand Central.
mEN aND rELatIoNshIPs Program
An Overview: A time of Transitions , Challenges and Moving Forward.
The Men and Relationships Program is funded mainly through the Department of Families, Housing Community
Services and Indigenous Affairs. (FaHCSIA). MARP has received funding for the next three years (2008-2011).
However, these funds have not been indexed, so no additional funding has become available. In addition, there
has been a significant increase in rent payable for the current premises at 1 Isabel St. This is likely to affect service
delivery with the possibility of some reduction in the number of groups offered.
MARP has experienced significant changes in staff. Paul Jensen (previous manager) has commenced his new
position with the Executive Management Team. Andrew Karpenko has been appointed as Program Manager in
March. Other staff changes have included the retirement of Ken Gillies in his permanent position. His many years
of contributions and service to Lifeline are very much acknowledged and appreciated. Graham Storey who has also
been employed with MARP for several years has also taken up another position. Graham’s work particularly within
the education sector and working with young men is particularly acknowledged.
These many changes in staffing within a small team have presented challenges for remaining staff. Their efforts,
input and resilience are acknowledged particularly Sandra Endres (Administrative Officer), Andy Spring (Counsellor
and group facilitator), Kevin Fogarty (Indigenous Program) and Stephen Mayers (Counsellor and facilitator). Their
individual skills and abilities have enabled MARP to continue providing quality services during this transitional
period.
In spite of these changes in staff, the Men and Relationships Program has managed to continue to provide most of
its regular programs and services including:
➢ Outrage (Men and Anger program).
➢ Counselling (Two days of Counselling per week).
➢ Get Over It (Young Men and Anger)
➢ Community Men’s Network. (informal support and social group for men)
➢ Hey Dad (Fathering group held earlier this year)
➢ Yarnin’ Up (Indigenous Men’s Program)
After a Team Day and subsequent discussions, a number of issues were raised as needing more focus including:

Deepening the pool of facilitators. Many of the previous facilitator’s are no longer available to run group. As a result
steps have been taken to actively recruit potential facilitators at the time of this report (August 2008).
Developing new programs. Discussions are underway to develop some new programs and to revamp existing
ones.
Team development. With these changes good team communication, clear leadership were issues that were identified
as important for MARP. Steps are underway to ensure that regular team meetings, team supervision and team events
are being held regularly. Ensuring this occurs regularly can be difficult with a staff mix that includes part-time and
contract staff.
In addition to the challenges, there have been a number of new developments and service innovations these
include:
Yarnin’ Up (Indigenous non-violence program) has started to be implemented. There was a weekend camp to launch
the program and to build relationships amongst its participants. The camp will be followed up with weekly group
sessions that include: masculinity, anger, relationships and communication.
Interagency partnerships. There have been recent discussions with Community Corrections about the possibility of
running programs specifically for community corrections clients and for the general population. Specifically, a need
has been identified to run cognitive skills courses as well as drug education programs. At the time of this report, the
viability of these options is being explored.
Also, the current format for the Get Over It program is being reviewed. Ideas that are currently being explored include:
running the program within the school system. Specific schools where that have significant issues with anger can be
targeted. Presently this option is being explored with our Indigenous Program worker (Kevin) and bi-cultural worker
Malwal as being facilitators for this program. In addition, they will be able to address specific issues that may occur
within schools as well as work with Indigenous and CALD client groups.
Revamping Outrage and Community Education. Currently, the Outrage facilitator’s manual and participant’s guide
are being rework. The reworked program will be piloted early next year and training provided on the new program. It
is envisaged that this will also widen the number of facilitators available.
The future of MARP offers challenges and opportunities to build on its existing strengths and program and develop
new directions forward that will include new and revamped programs as well as working with and developing new
staff.
mEN&
relationships
Program
21

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ruraL FamILY suPPort Program - DaLBY
Throughout 2008, the Dalby Rural Family Support Program has continued to provide support and assistance to
families residing in the following areas:- Dalby, Warwick, Cooyar, Tara and Chinchilla. The program continues to
provide advice, information and a referral service for families to further meet their needs. The program refers families
to the following services:-
➢ Child and Youth Mental Health – Warwick, Dalby, Toowoomba, Chinchilla.
➢ Adult Mental Health – Warwick, Dalby, Toowoomba, Chinchilla.
➢ Dalby and Warwick Base Hospitals – Social Worker/Psychologists – Counselling Service
➢ Drug and Alcohol Service Toowoomba
➢ Legal Aid – Toowoomba
➢ Centrelink – Dalby Warwick Toowoomba
➢ Domestic Violence Service – Toowoomba.
2008 has seen an increase in the number of families seeking a counseling service. Counseling services in rural
shires are limited with these families being referred on to Dalby Base Hospital. Depending on their financial situation,
families are referred to Toowoomba Lifeline Darling Downs.
The service has received a total of thirty (30) referrals, five (5) referrals being classified as inappropriate. The
program is currently working with 11 families. These referrals have been received from the following services:
➢ Dalby Base Hospital,
➢ Toowoomba and Roma Department of Child Safety,
➢ Disability Services Queensland,
➢ Carers Queensland,
➢ Department of Education.
The highest number of referrals received were from Department of Child Safety. A high number of referrals received
are in relation to families experiencing financial problems and parenting issues. Families residing in rural isolated
areas remain disadvantaged with difficulty having the finances to access appropriate formal services to meet their
needs. The price rise in fuel has added to the financial pressures most of the families are already experiencing.
There are limited services available in rural shires, therefore these families are required to travel to Toowoomba
should they require specialized services.
Dalby staff currently consists of one (1) fulltime Family Support Worker, Mr David Fenton, and one (1) Line Manager.
The Dalby office has no administration staff. In June 2008, part time administration officer Maryanne Wolfe resigned
from her position, which currently remains vacant. The Family Support Worker attends the Dalby Interagency
Meetings held monthly, to discuss the overall progress of the service, SWAN meetings held throughout the south
west region and Lifeline Darling Downs and South West Region rural team meetings both held quarterly.
Karen Casey
Line Manager
Dalby Rural Family Support Program
ruraL
family support

View from Lifeline Office during Charleville floods January 08
Anna Bligh presenting the Premiers Award to Ted Long Derek and Steve presenting Paul Lutvey with Volunteer of the Year 2007 trophy
2008
Charleville office during the January 2008 floods
23

24
Mill Street Stress Down Day 24/07/2008
Michael Nicholas at Stress Down Day 24/7 at the Distribution Centre
Marianne Cauley at Stress Down Day
Paul Jensen at Stress Down Day
2008

Steve Pennels at Stress Down Day 24/7 at the Distribution Centre
Rob and Denny at Stress Down Day
Angela, Marianne and Karen at Stress Down Day
2008
The GM at the barbecue for Stress Down Day
25

26
Board / Staff Meet and Greet 2007
Distribution Centre Volunteers and Staff Christmas Party 2007
Max and Joy – volunteers Xmas Hampers 2007 Marianne getting into the Christmas spirit at Mill Street 2007
2008
Distribution Centre Volunteers and Staff Christmas Party 2007

Food donation for Christmas Hampers 2007
Morning tea for Mary McLean thanking her for her many years of service Morning tea for Mary McLean thanking her for her many years of service
Marianne‘s birthday at Mill Street
2008
Derek Tuffield cooking breakfast at “Family Week“ celebrations October 2007
27

28
Sue Madden – Volunteer Tara Shop
Sorters at the Distribution Centre – Cathy Jephcott and Nikki Smith-McKenzie Daphne celebrates 25 years with Lifeline
2008
Golden Wattle Award Winners (L to R) Jean Smith, Betty Leggatt and Leigh O‘Brien

Bookfest 2008
Lorraine Lovell celebrating 25 years Goondiwindi Shop opened 2008
2008
Bookfest 2008
29

30
Kate Greener and Karen Casey at “Family Week“ celebrations October 2007
Derek Tuffield cooking breakfast at “Family Week“ celebrations October 2007 Taisoo Kim Watson and Tania Tuffield
Angela Klein – Business Coordinator – Distribution
2008
Centre

uraL FamILY couNsELLor – charLEvILLE
Funded by Department of Communities
The Rural Family Counsellor (RFC) provides counselling services to families with dependant children aged 18 years
or younger, and to individual family members, in South West Queensland.
The counsellor regularly visits all towns within a 200 kilometre radius of Charleville to access clients, network with
service providers, and to promote the RFC service. Most eligible clients reside in the rural towns, as the farming
population is ageing: average age of farmers in the South West is 62 years. Primary referral sources are local state
schools, other visiting and local services such as police, outpatients, and RFDS.
John’s service includes substantial contact by telephone to enable outreach beyond towns visited by the RFC. As fuel
costs rise, necessitating economies in travel, telephone contact is increasingly used. RFC is also sharing more rural
trips with YSC Charleville and other visiting service providers.
During the year ended 30 June 2008, John travelled 34,758km on business; had 323 client contacts, including 140 by
telephone; made 567 agency networking contacts, including 94 by telephone; attended 30 meetings and 12 training
sessions.
The main family issues addressed during the past year were:
• juvenile behaviour and management issues for parents
• truancy, bullying and disruptive behaviour of children at school
• grief and loss issues affecting individuals and families, and
• intercouple issues, primarily financial, leading to disputes and domestic violence.
The main challenge to the RFC service is its limitation to families with children aged 0 to18 years. Rural clients need
more broad-based services than this role can presently provide. The RFC and CEO Lifeline DD&SWQ continue to
lobby the funding agency to expand the RFC role.
ruraL tEam wEst – charLEvILLE
January saw the floods hit Charleville. All staff were on board to assist the Community Recovery Program that
followed. Counselling staff immediately attended the multi-agency ‘One Stop Shop’ set up to aid flood victims, and
Lifeline staff provided input to regular Disaster Recovery Meetings.
Recruiting staff for Charleville office continues to be a major difficulty. Charleville has operated for the report period
without a Manager on site. CEO Derek Tuffield has provided management support from Toowoomba. Also, South
West Family Intervention Program has continued without staff from Charleville, using a contract worker from Roma.
Madonna continues as co-facilitator of the Charleville Women Focus Group. The facilitators have been successful in
obtaining NAIDOC Funding from Dept of Communities; the Focus Group activities included a lovely lunch at the Thai
Restaurant, and also held a morning tea at the new coffee shop in Charleville.
Lifeline has been represented at Disaster Recovery Workshops, Multi-Cultural Diversity Groups, NAIDOC Week
Planning Group, Youth Interagency Meetings and town activities. We also ran a stall at the South West Careers Expo
held in Charleville.
rural team
charLEvILLE
31

32
south wEst FamILY INtErvENtIoN Program
(swFIP) BasED IN charLEvILLE
Funded by the Department of Child Safety
Over the past 12 months we have been unable to secure the services of a suitable full-time Counsellor for this service
based in Charleville.
We have however, continued to provide services through our contract Counsellor, Debbie Garrett and our Contract
Family Group Counsellor, Enda Cotter. We have tried to recruit suitable personnel via specialised employment agencies
like “Procare” plus wide newspaper coverage of up to eleven regional newspapers to promote the vacancy.
Problems associated with securing a successful applicant include salary range, location of position and lack of
personnel in Charleville with Child Protection experience.
Our aim is to fill this position as quickly as possible.
swFIP
st gEorgE ELDErs aND sENIor sra
This program which commenced early this year, aims to bring aboriginal elders and young people from the St George
community together. Each month the elders get together with Lifeline’s Project Officer Una Lister and discuss ways
in which they can engage in the community, and activities they can arrange to connect with the young people in their
area. There is a strong focus on the traditions and heritage aspects of indigenous culture.
An example of activities with an aboriginal flavour include Arts ‘n Craft Days, where Elders and young people get
together and work with Quondong beads and paint Murri art. The recording of Oral History with elders from the
old camping grounds is another way that the youth interacted, and gain a better understanding of their cultural
background and traditions.
School activities included the Elders opening the NAIDOC festivities, and acting as judges for the art exhibition.
Throughout the year, two elders were “adopted” by the school to help teach the younger generation their local history
and remind them of their proud past. Stories and language lessons have fascinated the children, who previously had
limited access to their local cultural heritage.
Interacting with other elders from surrounding areas has been a highlight for the group. A trip to Lightening Ridge
allowed the Balonne Elders Group not only have an opportunity to tour the opal town, but to meet with a local
indigenous group, and exchange histories and memories of the area. The Elders were also able to support the young
ones from St George who were playing football there. Day trips away have been very successful, and the group is
planning another five trips before the end of the year.
st george
ELDErs &
senior sra

toowoomBa FamILY INtErvENtIoN Program
Funded by Department of Child Safety
The role of the Family Intervention Program is to provide intervention and therapeutic support to individual families
to strengthen their capacity to ensure the safety and well being of the children within their homes. Families are
referred by the Department of Child Safety and work with a family intervention worker for a period of 6-9 months,
with regular and frequent home visiting. The referred families must be subject to statutory intervention (e.g. Child
Protection Order, Intervention with Parental Agreement, Protective Supervision Order) and the nature of the overall
working relationship involves advocacy and collaboration between the Departmental Child Safety Officer (CSO),
the Family Intervention Worker and the family.
The Family Intervention Program works from a strength-based model, which builds on the families’ existing
strengths and knowledge to enhance life skills and promote positive parenting practices. The program is tailored to
the needs of the family, working towards the case plan goals set by the Department of Child Safety. The services
provided include counselling to children and families, parenting skills and techniques, budgeting, home safety/
hygiene, health and nutrition. The team apply a range of therapeutic interventions e.g. Interactive Drawing Therapy
and Sand Play Therapy.
Over the past twelve (12) months the program has provided an intensive therapeutic counseling service to a total
of twenty-two (22) families. Currently, the program is working with nine (9) families. Evaluation forms and positive
feedback has been received by both Department of Child Safety and the families who have participated in the
program.
Staffing and Professional Development
There have been a number of staff changes over the past twelve months, with some difficultly occurring in
attracting qualified applicants.
The Family Intervention Team of 2008 consists of:-
➢ Manager Karen Casey (full time)
➢ Family Intervention worker Peter Proctor (full time)
➢ Family Intervention worker Stephen Belesky (full time)
➢ Family Intervention worker Alex Bryant (part time)
➢ Family Intervention worker Sari Silvonen (part time) – resigned
➢ Family Intervention worker Dayna Schimke (part time) - resigned
The vacant positions have been advertised and hopefully we will have a full team soon.
The following training has been attended by Family Intervention Team:
➢ Engaging with Families and couples: key tools and strategies
➢ Core Helping Skills Training
➢ Family Law Workshop, this was in relation to Child Protection matters and the creation of the new
Family Relationship Centre.
➢ Workplace Health and Safety training
➢ Creative Approaches to working with adult, teen and child survivors of sexual abuse.
➢ Living Works program: Applied Suicide Intervention Skills training.
➢ Australian Childhood foundation - understanding the neurobiology of complex trauma in children.
➢ The 2008 ACWA (Association of Childrens Welfare Agencies) Conference was held in Sydney. There
were numerous international speakers, along with our Minister for Families, Housing, Community
Services and Indigenous Affairs, the Honourable Jenny Macklin MP. The focus of this conference was
Responding to Children, Young People and Families in a Civil Society.
➢ Complex Trauma
➢ Team Days X 5
➢ Peter Proctor (Acting Manager) attended the Child Protection Forum held in Toowoomba.
➢ Alcohol and Drug Forum to be held in Toowoomba.
➢ Money and Your Clients
➢ Sandplay Therapy
33

The program continues to operate in an effective and efficient manner with an upgrade of the program’s model;
development of family activity sheets; increased networking with other services; and the purchasing of new
resources.
Peter Proctor
Family Intervention Worker
and
Karen Casey
Manager
Child Safety
Family Intervention Program
34
toowoomBa FocussED FamILY suPPort sErvIcE
The Toowoomba Focussed Family Support Service is a new initiative funded by the Department of Communities
through the Referral for Active Intervention (RAI) funding program. It has been established as a 3 year
collaborative initiative between Lifeline Community Care Families Plus Division and Lifeline Darling Downs & South
West Queensland.
The program is designed as an early intervention service to provide intensive support services to families with
young children who have been referred by the Department of Child Safety, with their consent, due to parents
experiencing difficulties which may be affecting their children.
Referrals are able to be sent direct to the RAI Service via Education Queensland and Queensland Health as well
as through Department of Child Safety. Although this has only just commenced it appears to be very successful in
gaining new referrals.
THE TEAM
The team works with the family, providing parenting skills and other support, and identifies any specific needs that
can be supported within the community, helping to arrange these services for the family, i.e. counselling, financial
support, domestic violence or connection to local playgroups or neighbourhood centres. The services will help all
types of families including Indigenous families and those of other cultures. The specific target group is for families
with children 0 to 10 years, (including support for the unborn, via the mother).
The qualified staff consisting of a manager, and three full-time case workers, (including one Indigenous case
worker) and one part-time worker work intensively with families in their own home or at a safe, neutral location,
depending on the needs of the family.
REFERRALS
The team received their first referral in December 2006 with numbers steadily growing to 90 families being referred
to the beginning of August 2008. The team has successfully completed 52 family cases. 23% of our current cases
are indigenous referrals.
Most referrals are quite complex and time demanding. A large number of families referred have physical
disabilities, Mental Health issues or children diagnosed with learning or behavioural disorders. Families referred to
the Service often present with multiple problems. Our work with families in the community has highlighted a great
need for additional Programs to assist young children who have experienced sexual abuse, as well as teenagers
with learning and behavioural issues.
TRAINING
Due to the complex nature of referrals, staff has attended extensive training and professional development in areas
such as Strength-Based Practice, Parent-child Interaction Therapy Training, Early intervention through Playgroups,
Child Development and the impact of abuse, Mental Health First Aid, Working with Trauma, Family Mediation and
Suicide Intervention.
COLLABORATIVE NETWORKING
The Service has focussed on building networks that are locally innovate and responsive to the diverse client group
referred to the RAI Program via the Department of Child Safety. Since the start of the program the RAI service
has sought to develop service agreements which will enhance service delivery with a number of other services
including:

➢ Relationships Australia.
➢ ATODS (Alcohol, Tobacco and Other Drugs) Toowoomba Base Hospital Network meeting held early
August, 2007. Invitation followed for the service to present program to Anti-natal Clinic, TACT Team,
Child Youth and Adult Mental Health
➢ Drug Arm
➢ Red Cross HEI Program (supporting people who are at risk of being homeless.
➢ Red Cross, Domestic and Family Violence, Service presentation in September, 2007 to members of
REIQ. Informing Real Estate agents in Toowoomba about supporting services to assist flexibility in
obtaining suitable accommodation for clients.
➢ Salvation Army
➢ Department of Education – Schools of Toowoomba Area
➢ Action Network Team – collaborative network with Government Departments – Department of Child
Safety; Department of Communities; Department of Housing; Department of Education, Training and
the Arts, Queensland; Queensland Health, Disability Services Queensland, and Aboriginal & Torres
Strait Islander Policy.
➢ Multi-lateral Protocols completed with each Department with the exception of Department of Health.
➢ Toowoomba Coordinators Network
➢ Domestic and Family Violence Network Meeting
➢ Community Disaster Response Team
➢ Disability Services Queensland
➢ Queensland Police
➢ NAPCAN
➢ Smith Family
FEEDBACK
Feedback received from referred clients, schools, and the community as a whole suggests a positive view of the
service. Many of clients have provided written feedback reporting a positive change in their ability to cope with
issues that had overwhelmed them previously. Many have stated that having a caseworker to talk things through
and having support has been invaluable, enabling them to move forward with their lives.
TOWARDS 2009
Over the next 12 months the service will continue to identify opportunities to bridge gaps in community services,
forming focus groups to meet the needs of families.
The Toowoomba Focussed Family Support Team will continue to be dedicated to the families in the community who
are in need of their support and assistance.
Janice Clark
focused
FamILYsupport
35

36
Youth DEvELoPmENt workEr, sEDs - st gEorgE
Catherine McQuillan has held the position of Youth Development Worker (YDW) since February 2008.Continual
work is being conducted to increase the awareness of the YDW role within the community of St George and to
build professional relationships with the young people and the community. This has been done through the local
newspaper the Balonne Beacon, and with activities and presentations with collaborative efforts with other social
organisations. Following activities were facilitated by Lifeline as Lead Agency:
Modelling for young girls:
Self- esteem building workshops were run to help young girls realise their own inner and outer beauty. The program
asked the young girls to critically assess many of the different role models they have in their lives, and to identify
positive influences they have in their lives.
14 young girls attended
Positive behaviours:
Positive youth development involves a number of core concepts, one of which is that all youth have the inherent
capacity for positive growth and development.
Youth who exhibit antisocial behaviour in the school arena or have been involved with the juvenile justice system
represent a unique population of students who are at an elevated risk of school and life-long failure. Lifeline targets
this group for these one-on-one assistance. These sessions have shown to be effective in decreasing problem
behaviour and increasing student achievement in the school setting.
4 young people have attended
Personal development:
This program gives young people initiatives which support their physical, social and emotional development and
wellbeing, as well as the emerging personal skills, talents and interests.
Common skill developments include: developing Identity, developing individual capacity and developing
relationships with peers, family and community. These activities provided students with new opportunities for
learning and helped improve motivation at school, develop social skills and address personal and emotional issues.
14 young people have attended
Basic sewing:
This program helped young people to grow and establish feelings of personal worth by completing tasks that were
challenging but within their reach. If young people can view themselves as capable individuals who can deal with
daily challenges and have a realistic understanding of their abilities, they have a greater chance for success.
8 young people have attended
Youth Week activities:
YDW planned and implemented youth activities for approximately 89 youth aged from 12 to 17 years. Activities
included, dance, art and song. Young people showcased their talents, exchanged ideas and views; attend live
events that they can actively participate in; raised their issues and concerns; and learned new skills.
53 young people attended
Dances/Movies:
Our youth delegation had many requests for a dance from the high school students, so the delegation organised
the dance, with the theme: ‘a safe and healthy environment – no alcohol no drugs’.
The program focused on developing and expanding social skills, with activities organised to engage youth socially;
to expand their ability to express themselves in social environments, and to help youth help themselves actively
engage with peers.
79 young people attended
83 young people for the dance

School Contact:
Staff at Lifeline visited the St George State High School on a weekly basis, talking and listening to the young
people about their issues, taking the opportunity to work closely with staff.
The YDW gave assistance to students requiring support in their education to maintain an increased attendance at
school.
Whole of St George High School
Boys and men:
The project gives adolescent males the opportunity to make informed decisions now and in the future and the skills
to ensure that the best possible outcomes can be achieved.
It is anticipated that the skills learned will assist these students in decision-making throughout their schooling and
into the tertiary and/or work environments.
54 young males will be involved locally
Work experience:
Work experience enables young people to identify their selected and most appropriate work experience
opportunities. Youth gain invaluable experience and learn to understand the unique features of first hand
knowledge and understanding in their selected future career opportunities.
1 young person has attended with 1 young person attending in the school holidays
Behaviour modification:
We have young people referred to our agency from the school for behaviour modification, which is used to reduce
or eliminate problematic behaviour, and introduce new and appropriate behaviours.
Our program is to encourage positive behaviour deemed essential to the young persons academic and social
development so that the young person can return to the school environment full time.
Employment (disabilities):
Working individually with young people to support and assist them to reach their goals, this program helps young
people understand their potential; set realistic employment goals; and refers individuals to job networks for further
development
6 young people have attended
Skate Park:
The idea for this project came from a group of skaters who saw a need in the community for a skate park. The
young people have had a dance to raise money towards the skate park and we hope to look for funding to
complete the presented plans.The young people have the local council on board and when they finish their exams
they will visit the council and talk to the Mayor about ‘their place’.
Aboriginal oral history:
Aboriginal oral history and knowledge has been passed down through Aboriginal families from grandfather to
father and father’s brothers. The oral history project will collect and preserve the stories of Indigenous families. The
project is one of enormous historical significance and our service will be meeting with Aboriginal Elders and their
young people to connect with their past history so that it is not lost through the generations.
Around 40 participants are expected
Community justice:
This program relates essentially to prevention, identifying community issues and problems and providing local
definitions and responses reflecting a strong emphasis on community ownership and input into local justice issues.
The scope of community justice group activities provides early intervention as an alternative to direct contact with
the formal justice system in cases of offending behaviour.
Lifeline provide offenders with group-based assistance and support, with an emphasis on setting people on the
right track, instilling Aboriginal and community values; providing positive reinforcement; sorting out problems and
encouraging young people to be accountable for their actions.
5 have attended
37

Depression and young people:
Our support program is conducted by a Psychologist and Psychiatrist who give our agency support programs to
implement on behalf of the young people.
The programs are designed to promote emotional wellbeing and support to the young people in order to prevent
academic failure and reduce the school dropout rate.
We have a circle of 6 young people
Homeless:
Our program delivers a collaborative model of practice to enhance the capacity of the local service system to
respond more effectively to the needs of homeless and at risk youth and seek to meet the special needs of
Indigenous and non-Indigenous families with young people presenting at mainstream services for housing and
support.
4 young people have been placed with extended family members
2 leaving the area for their safety
38
Youth suPPort coorDINator Program
Funded by Department of Communities
The Youth Support Coordinator (YSC) provides support to young people in the Charleville Schools Cluster (i.e.,
Quilpie State School, Tambo State School, Charleville School of Distance Education, and Charleville State
High School) to prevent them from disengaging in learning or training, develop their social and personal skills
for community living, and increase awareness and utilization of available community services. The YSC works
collaboratively with other community support agencies to coordinate and facilitate many health promotion, in-school
and community development activities.
Since the 2007 AGM, the YSC program has provided approximately 130 face-to-face individual support/counselling
sessions for young people, and provided outreach services to the schools in the cluster, with 13 trips to Tambo and
11 trips to Quilpie. On these trips the YSC provided counselling support and facilitated group work activities.
In general, young people who accessed YSC support were experiencing personal issues that impeded the
completion of their studies, such as family conflict, difficulties in coping at school (i.e. with peers, bullying),
exhibiting challenging behaviour, homesickness, work readiness, anger management, risk of self harm, difficulties
in personal relationships, and low self-esteem.
The YSC has coordinated and co-facilitated two Lifeline Community Care Peer Skills Workshops and a refresher
course for the Charleville State High School students over the past year. This program is well received by young
people and the Charleville community, and will continue in the future.
Youth
support

BusINEss DIvIsIoN
The Business Division has again enjoyed a very successful 2007/2008 financial year. The hard work started during
the previous financial year has continued to pay great dividends and this can be seen in the end of financial year
trading results. We currently live in a world of Quality Assurance and of course “Continuous Improvement” and for
our Business Division this is what we must continue to do.
The 2007/2008 financial year has seen yet another year of growth in our gross sales reaching new highs of
$2,975,000.00. This is another new high and reflects a growth of $216,000.00 over the trading results for
2006/2007. This has resulted in a gross profit increase for the organisation of 7.2%.
Over the past 12 months, Distribution Centre staff continued to meet with the General Manager on a monthly basis.
These meetings have helped to address a number of emerging operational issues with positive results. This year
the approval of $15,739.00 by the Gambling Community Benefit Fund has resulted in minor upgrades to our offices
and shop network.
The Distribution Centre cannot function effectively and efficiently on a daily basis without leadership and
coordination of activities. In relation to this fact I wish to acknowledge the contribution of the Distribution Centre
Coordinator Stephen Pennells, who has also been instrumental in assisting the financial success and enhanced
internal operational capacity of the Distribution Centre. I am also aware that it has been at times a difficult year for
Stephen with Truck Driver shortages and staff vacancies at various times. We are working hard to try and address
this ongoing issue. One way is again trying to recruit more volunteer drivers.
Financial Services: I also wish to acknowledge the contribution of our Manager Financial Services Jenny Hohn
(who is also a member of the Executive Management Team) and her administration support staff. Jenny oversees
the engine room of our financials on a daily basis. This team of hardworking individuals are responsible for ensuring
all accounts are paid on time, accurate staff records are kept of entitlements, salary and wages are processed
correctly, financial returns are submitted and also works closely with our external auditors. Each year brings with it
new challenges and Jenny and her staff continue to rise to these challenges. Please accept my personal thanks for
your hard work over the past 12 months.
Assets Management and Workplace Health & Safety: Our Assets & Resource Management Coordinator Leanne
Bausch continues to perform an outstanding role in the management of our assets and workplace health and safety
within our large organisation. She is responsible for the continued training of our staff in safe workplace practices
and shop audits. Because of her continued efforts our annual WorkCover premium has continued to decrease
which is now well below the industry average which is an outstanding effort. Thank you Leanne for your personal
commitment, dedication and hard work over a very demanding 12 months.
Special Events: This year saw a very successful Chronicle / Lifeline Bookfest in March that grossed just over
$65,000.00. This year we moved back to one pavilion given the success of our two Toowoomba Book Shops. We
also conducted our annual regional sales such as the Warwick Daily News / Lifeline Bookfest in September 2007
which raised a healthy $7,800.00. Tom and Leigh O’Brien have taken on the coordination role of our Bookfests
and together with volunteers Colleen Van der Poel, Norm & Sylvia Devine, Liela Ford, Michael & Rhonda Nicholas
have ensured that the tradition of Lifeline Bookfests both in Toowoomba and Warwick remains alive and active
each year. For the second year we also held the “Lifeline Bargain Bazaar” at Easterfest in Queens Park. For the
second year in a row we raised approximately $10,000.00 in three days. More importantly we supported thousands
of young people, children and their parents to keep warm, keep the sun out and enjoy the many events like the
“Fancy Pants Ball” on the last night. Thank you to everyone who worked over the Easter long weekend. The
Toowoomba Christmas Wonderland of Lights was again a huge success in December 2007. Held for the last time
at Burstow’s Toowoomba we received an amazing $91,000.00. In 2008 the Lions Club of West Toowoomba will
take control of the Christmas Lights which will be held in Queens Park for the first time.
Strategic Planning: The introduction of the monthly meetings of the Business Performance Review Team has
proven to be a valuable asset in helping to guide and monitor the performance of our Business Division. I wish to
thank former Board member Russell Mauch for his past contribution and to current Board member Jim Black for his
input and commitment to this review team. The recent inclusion of the Business Coordinator Angela Klein is also a
positive step forward in achieving grass roots feedback on how our shops are progressing.
Our Country Sales Team continues to be led by the most capable and long serving volunteer Michael Nicholas.
The service this mobile clothing sale provides to the residents of communities like Crows Nest, Pittsworth, Miles,
Chinchilla, Roma, Goondiwindi and Dirranbandi is greatly appreciated and valued by the Board, staff and myself.
Congratulations to you and your team on another outstanding and most successful year. A dedicated team of
over 20 volunteers with our 180 years of combined volunteer service ensures that people in rural and remote
communities are not forgotten during the continuing drought conditions.
39

Our “Clothing / Bric-a-Brac Classifiers and Rag Cutters” perform important work which cannot be overlooked
or undervalued in any way. This team of dedicated staff are at the centre of the donations and the source of
ensuring our shops and rag customers receive high quality stock that their customers are seeking and in turn help
generate much needed income for our wonderful organisation. Thanks to our staff for your continued hard work and
support.
To our Truck Drivers Gary, Mal, Storemen Graham and Barry and our dedicated supporting volunteers I wish to
say thank you for all the kilometres you travel as you are all the face of Lifeline to the community as well. The way
you perform your duties also reflects on the way many people view our organisation.
Our shops have continued to experience an amazing transition in performance which as stated previously has
helped to ease some financial pressures on the organisation. In assisting our shop managers, staff and volunteers
to achieve this I wish to also personally acknowledge the wonderful efforts of our Business Coordinator Angela
Klein. Angela continues to work very closely with our shop managers to help address any issues of concern, holds
regular shop managers meetings and provides training sessions for the staff and volunteers. Her work with the
“Work for the Dole Program” this year has also been nothing short of outstanding. I also wish to acknowledge
the contribution of our shop managers, staff and volunteers for your daily efforts in helping to meet not only our
customers needs but by raising valuable dollars to ensure our service delivery can maintain their keys roles in
assistance the community and those in our community who are most marginalised.
In closing there are so many people to thank that I know I will have left someone out and if so please accept my
sincere apologies. I am very proud of the work that you all do. You are an important member of the Lifeline Family
and I look forward to working with you through another successful year in 2007/2008.
Derek P. Tuffield
General Manager
40
The new Hyster Forklift for the Smart Tip Shop
Above are pictured are Mike O’Malley, Manager,
Smart Tip Shop and
Rod Cunstable, Hyster Salesman

somE statIstIcaL INFormatIoN
For
FINaNcIaL YEar
41

42
somE statIstIcaL INFormatIoN
For 2007 / 2008 FINaNcIaL YEar
Telephone Counselling Service 5824 Calls
Family Therapy Team New enquiries 497
Phone counselling 842
Face to face counselling sessions 1126
Clients attended 1090
Community Development Work See written report
Refugee & Migrant Communities Project See written report
Emergency Relief Contacts 1894 Food Vouchers
20 Food Parcels
56 Christmas Hampers
Total families assisted 898
Family Support Program (St George) Rural based families 24
Distributed $100,000 one-off funding to 67 families
Financial Counselling 225 New Clients
540 Counselling Sessions
6 Training and Information Sessions
Gambling Help Toowoomba and South
West
62 New Clients
248 Counselling Sessions
15 GroupS held
10 Interagency Meetings (outside Toowoomba)
100 Community awareness and Networking Activities
11 Training – Eduction and information sessions
Garndoo Jarowair See written report
Living Works and SafeTALK 13 Living Works Workshops (278 attended)
7 SafeTALK Workshops (142 attended)
Men and Relationships Program 280 Individual counselling sessions
62 Group work clients
379 school based education students
Rural – Family Counselling Program
(Charleville)
323 client contacts
567 Community Awareness/Network activities
Kilometres travelled 34,758
12 training sessions
Rural – Family Support Program (Dalby) See written report
South West Family Intervention Program
(Charleville)
See written report
Toowoomba Family Intervention Program currently working with 9 families
Intensive therapeutic counselling 22 families
Youth Support Program (Charleville) See written report
Toowoomba Focussed Family Support
Family referrals 90
Team (RAI)
Completed 52
Youth Development Worker (SEDS) See written report

ImPortaNt ackNowLEDgEmENts – 2007/2008
thaNk You
INDIVIDUAL DONORS OF GIFTS – ($500 OR MORE):
P & G Brodie D Burge A Spina
I Mitchell J & GA Philp I &S Rosenberger
J & D Mayne I E Petrie
L Petrie K Wuttke
CORPORATE DONORS:
Alwyn Peffer & Co Pty Ltd ME-N-U Catering
ANZ Banking Group Limited Philp Brodie Grains
Brazil Family Foundation The Walker Family
Copas Newnham First National The Chronicle
Darling Downs Tarpaulins
Heritage Building Society
CORPORATE SPONSORSHIPS
Toowoomba Municipal Band
TS Burstows Funerals Pty Ltd Pacific Seeds
GRANTS – TRUSTS – FOUNDATIONS
The Queensland Government’s Gambling Community Benefit Fund is proud to provide funding for the minor
upgrades to Lifeline offices and shops
City Golf Club
CHURCHES
Lutheran Church Wilsonton
Wilsonton Uniting Church
St Stephens Uniting Church
Middle Ridge Uniting Church
SERVICE CLUBS
Interact Club of Centenary Heights State High School
Lions Club of West Toowoomba
Apex Club of Toowoomba
MEDIA SPONSORSHIPS
Dalby Herald ABC Radio Southern Queensland
Toowoomba Newspapers 4AK/4WK
Warwick Daily News 4GR
Western Times South Burnett Times
Win Television Pittsworth Sentinal
GOVERNMENT FUNDING DEPARTMENT ACKNOWLEDGEMENTS:
STATE GOVERNMENT
Department of Child Safety
Department of Communities
Disability Services Queensland
Department of Employment and Training
FEDERAL GOVERNMENT
Department of Families, Housing, Community Services and Indigenous Affairs
Department of Immigration and Multicultural Affairs
Attorney Generals
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The accompanying notes form part of these financial statements.

The accompanying notes form part of these financial statements.
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The accompanying notes form part of these financial statements.

The accompanying notes form part of these financial statements.
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The accompanying notes form part of these financial statements.