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Lifeline WA Annual Report 2008-09

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ANNUAL REPORT<br />

Suicide Prevention | Crisis Support | Emotional Wellbeing


You Can Help <strong>Lifeline</strong> <strong>WA</strong><br />

Donations<br />

Every dollar invested in <strong>Lifeline</strong> <strong>WA</strong> is thoughtfully used to further its mission of preventing<br />

suicide, supporting people in crisis and creating opportunities for emotional wellbeing.<br />

Your donations help to:<br />

• Provide 24 hour Crisis Counselling<br />

• Recruit, train and support the network of volunteers who deliver our crisis counselling<br />

• Provide information regarding services that connect people with care<br />

• Develop new models of service delivery<br />

• Promote our services to high risk groups<br />

• Deliver education programs to help people recognise and respond to people in emotional<br />

crisis and to keep them safe from suicide<br />

There are a number of other ways you can help<br />

Volunteering:<br />

• Becoming a trained and accredited Telephone Counsellor<br />

• Assisting with fundraising events and profile raising activities<br />

• Working within the <strong>Lifeline</strong> <strong>WA</strong> office or <strong>Lifeline</strong> Treasures retail outlet<br />

• Donating goods to the <strong>Lifeline</strong> Treasures<br />

Through your business:<br />

• Introduce and offer your employees a <strong>Lifeline</strong> <strong>WA</strong> workplace giving program<br />

• Encourage employees to volunteer for <strong>Lifeline</strong> <strong>WA</strong> events by offering them as paid working<br />

hours partnering with <strong>Lifeline</strong> <strong>WA</strong> for cause related marketing opportunities<br />

• Offering your professional skills<br />

• Offering Pro Bono work to <strong>Lifeline</strong> <strong>WA</strong> within your skilled area<br />

• Offering help financially<br />

• Through a one time donation or by a monthly direct debit donation<br />

• By adding <strong>Lifeline</strong> <strong>WA</strong> in your will<br />

For more information on:<br />

• Events, donations and marketing<br />

• Suicide Prevention Education<br />

• Corporate and Community Training Programs<br />

• Volunteering<br />

• How to give your time or money<br />

<strong>Lifeline</strong> <strong>WA</strong> Head Office<br />

57 Murray St, Perth, <strong>WA</strong> 6000<br />

GPO Box K765, Perth <strong>WA</strong> 6842<br />

Phone: (08) 9261 4444 Fax: (08) 9421 1247<br />

Web: www.lifelinewa.org.au<br />

Email: lifeline@lifelinewa.org.au<br />

<strong>Lifeline</strong> Treasures<br />

255 Railway Parade, Kelmscott<br />

GPO Box K765, Perth <strong>WA</strong> 6842<br />

Phone: (08) 9399 3658<br />

Email: opshop@lifelinewa.org.au


Contents<br />

Page No.<br />

Patron’s Message 2<br />

About <strong>Lifeline</strong> <strong>WA</strong> 3<br />

Chief Executive Officer’s <strong>Report</strong> 5<br />

Chairman’s <strong>Report</strong> 7<br />

Board Profile 8<br />

Service Overview 10<br />

Services Activity <strong>Report</strong> 08-<strong>09</strong> 11<br />

Treasurer’s <strong>Report</strong> 18<br />

Income and Expenditure Breakdown 19<br />

<strong>Lifeline</strong> <strong>WA</strong> Financial <strong>Report</strong> 20<br />

• Statement by Members of the Committee<br />

• Independent Audit <strong>Report</strong><br />

• Balance Sheet<br />

<strong>Lifeline</strong> <strong>WA</strong>’s Strategic Direction 29<br />

Honour Roll and Acknowledgments 31<br />

1


Patron’s Message<br />

Patron’s Message<br />

from His Excellency Dr Ken Michael, AC<br />

Governor of Western Australia<br />

from His Excellency Dr Ken Michael, AC<br />

for Governor <strong>Lifeline</strong> of <strong>WA</strong> Western Australia<br />

<strong>Annual</strong> for <strong>Lifeline</strong> <strong>Report</strong> <strong>WA</strong> 2007 - <strong>2008</strong><br />

<strong>Annual</strong> <strong>Report</strong> <strong>2008</strong> – 20<strong>09</strong><br />

It is evident that <strong>2008</strong>/20<strong>09</strong> has been a formative year in the journey of <strong>Lifeline</strong> <strong>WA</strong>. The organisation<br />

<strong>Lifeline</strong> has been <strong>WA</strong> under continues strategic to be and of structural vital service renewal to the as needs it strives of the to deliver Western services Australian that are community. both meaningful While<br />

the and <strong>WA</strong> sustainable. economy A has new experienced mission statement boom times, affirming there its commitment are many people to suicide who are prevention, currently crisis struggling support<br />

with and the emotional demands wellbeing of their is every compelling day existence. <strong>Lifeline</strong> <strong>WA</strong> The to explore 40,000 innovative calls placed ways by in Western which it Australians can keep more in the<br />

past vulnerable year to people the telephone safe and crisis well. counselling service is testimony to the fact that the circumstances<br />

of many people renders them to feel vulnerable and, in the height of their emotional distress, to<br />

The resources and resilience of <strong>Lifeline</strong> <strong>WA</strong> continue to be tested as demand for its services stretches<br />

contemplate suicide.<br />

its capacity. Yet, the organisation and its people are rising to the challenge. I commend them for that<br />

This resolve. is where the tender and skilful support of the <strong>Lifeline</strong> people comes to the fore. Whether it is<br />

through the compassionate ear of a Telephone Counsellor, the advice provided by the Dads@<strong>Lifeline</strong><br />

team The past or the year education has seen delivered tumultuous through times its for training our local, programs, national and <strong>Lifeline</strong> global <strong>WA</strong> communities. is keeping people The global safe<br />

from<br />

financial<br />

self-harm<br />

crisis<br />

and<br />

brought<br />

suicide.<br />

with it angst and hardship. The security of the boom times experienced in<br />

previous years was replaced by an uncertain economic environment. Retrenchments and fluctuating<br />

It financial is a sad circumstances truth that suicide put is many a very individuals real and and present families issue under for significant our community. stress. The During past these year tough has<br />

provided times <strong>Lifeline</strong> us with <strong>WA</strong> some was there sobering to listen reminders and offer that support. people take their lives on a daily basis, yet we know<br />

more can be done to prevent this tragic loss of life.<br />

The disasters of the Victorian Bushfires and Queensland Floods, although on the eastern sea board,<br />

As were individuals, felt acutely we by can our become local community alert to suicide too. Many risk people factors, personally we can accept affected responsibility by these tragic for events,<br />

promoting people helplessly help-seeking watching behaviour the tragedy and unfold we can in be their well living informed rooms at regarding home, and where those people involved can in get caring<br />

the for help the victims they need. were comforted There is a call by <strong>Lifeline</strong> for governments, <strong>WA</strong> and by its health Eastern providers, States’ colleagues. policy makers and corporate<br />

citizens to ensure organisations like <strong>Lifeline</strong> <strong>WA</strong> are adequately funded, resourced and, therefore,<br />

able Of course, to deliver it is their not just vital in life-affirming times of national services. disaster Furthermore, that a service there like is <strong>Lifeline</strong> a clear <strong>WA</strong> place comes for to the the media fore. On to<br />

sensibly<br />

a daily basis,<br />

report<br />

people<br />

on suicide,<br />

struggle<br />

to wash<br />

with questions<br />

away the<br />

about<br />

stigma<br />

their<br />

associated<br />

own life’s<br />

with<br />

meaning<br />

issues<br />

and<br />

of<br />

confront<br />

mental health<br />

challenges<br />

and<br />

that<br />

to<br />

render them with feelings of hopelessness and despair. Through its 24/7 crisis telephone counselling<br />

ensure the right messages are getting through to assist people to help themselves and to care for<br />

service, the Dads@<strong>Lifeline</strong> Program and its Education Services, <strong>Lifeline</strong> <strong>WA</strong> is working to build the<br />

others.<br />

resilience, coping skills and understanding of vulnerable people, their carers and those walking along<br />

Suicide side them. is a community problem and we all have a part to play in its prevention.<br />

<strong>Lifeline</strong> As Patron, <strong>WA</strong> has I can been only reiterate through how a very grateful human I am journey that <strong>Lifeline</strong> during <strong>WA</strong> the is past there year. for the Like Western many of Australian its clients,<br />

<strong>Lifeline</strong> community <strong>WA</strong> has and experienced the people who loss, need endured its vital hardship support. and I would has like been to take challenged this opportunity to meet to the demands<br />

placed acknowledge on it. I the am work proud of and the <strong>Lifeline</strong> pleased volunteers. to reflect that Their the contribution organisation in undertaking and its people training have and come delivering<br />

through services a trying the areas period of with telephone renewed counselling, energy and the <strong>Lifeline</strong> sense of Treasures purpose. Shop, fundraising events, and<br />

administration is the ultimate example of “being there for your neighbour in need”.<br />

I would like to take this opportunity to acknowledge the enormous contribution of the late Tim<br />

Hawkins. To the donors His work and corporate <strong>Lifeline</strong> partners; <strong>WA</strong> has positioned please know the that organisation through your well relationship for future with growth. <strong>Lifeline</strong> I also <strong>WA</strong> thank<br />

the you volunteers, are saving donors lives. To and the corporate Board and partners staff of <strong>Lifeline</strong> for their <strong>WA</strong>, loyal your and work life-sustaining is deeply appreciated support. and Without highly<br />

these regarded, critical and relationships behalf of <strong>Lifeline</strong> the people <strong>WA</strong> you would serve, not thank function. you for To the your Board hard work and staff and dedication. of <strong>Lifeline</strong> <strong>WA</strong>,<br />

please know that your hard work is deeply appreciated.<br />

To the people of Western Australia, I would encourage you to continue your support of this vital,<br />

Suicide life-sustaining may be service. a complex Whether and it confronting be by offering subject, your time however, and expertise, the work through of <strong>Lifeline</strong> making <strong>WA</strong> is a incredibly donation<br />

positive or most and importantly, hopeful. putting In moving someone forward, who I you have know every who confidence needs help that in contact with the with ongoing the <strong>Lifeline</strong> support <strong>WA</strong> of its<br />

corporate service – partners in all of these and forms the community you will be at helping large, <strong>Lifeline</strong> <strong>WA</strong> to will care continue for more to people help us in all better to recognise ways.<br />

and appropriately respond to people in crisis.<br />

GOVERNOR<br />

2<br />

6 <strong>Lifeline</strong> AR08_3.indd 2 21/11/08 5:20:35 PM


About <strong>Lifeline</strong> <strong>WA</strong><br />

The <strong>Lifeline</strong> <strong>WA</strong> Story<br />

The Living Stone Foundation, Inc. T/A <strong>Lifeline</strong><br />

<strong>WA</strong>, is a not-for-profit organisation that was<br />

founded in the mid-1980’s by Baptist Minister<br />

Graham Mabury, in response to community needs<br />

identified during his Nightline program on Radio<br />

6PR. In 1994, the Foundation was accredited by<br />

<strong>Lifeline</strong> Australia to operate as a <strong>Lifeline</strong> Centre<br />

in <strong>WA</strong> (the 41st centre to begin operation in<br />

Australia). <strong>Lifeline</strong> <strong>WA</strong> began its origins in Perth<br />

and still has its head office in the Central Business<br />

District. <strong>Lifeline</strong> Peel, commenced operations in<br />

January 2006 and in September 2007 through<br />

the generous support of St John of God Health<br />

Care, two new telephone counselling centres were<br />

launched: <strong>Lifeline</strong> Subiaco and <strong>Lifeline</strong> Murdoch.<br />

The deeply caring services of <strong>Lifeline</strong> <strong>WA</strong> are<br />

delivered by a dedicated team of approximately<br />

220 volunteers and a paid team of 13 full-time<br />

equivalent staff. Every person connected with the<br />

work of <strong>Lifeline</strong> <strong>WA</strong> shares the goal of helping<br />

someone in need. It is estimated that in the<br />

course of the past year through its 24-hour crisis<br />

Telephone Counselling, Training and Education<br />

Programs, Dads@<strong>Lifeline</strong> services, <strong>Lifeline</strong><br />

Treasures shop and general information services<br />

that <strong>Lifeline</strong> <strong>WA</strong> would have directly delivered<br />

services to more than 18 000 people.<br />

The majority of <strong>Lifeline</strong> <strong>WA</strong>’s operational costs<br />

are met by supporter donations, corporate<br />

partnerships and fundraising events. These<br />

revenue streams are supplemented by the income<br />

generated from fees for services, grants and<br />

the ‘<strong>Lifeline</strong> Treasures’ retail outlet in Kelmscott.<br />

Were it not for the generous support of the West<br />

Australian community, <strong>Lifeline</strong> <strong>WA</strong> would simply<br />

not function.<br />

Although it receives no financial assistance<br />

from the state government for its core suicide<br />

prevention and crisis support services, <strong>Lifeline</strong><br />

<strong>WA</strong> recognises the financial and administrative<br />

support it receives from the Department for<br />

Communities which funds the vital Dads@<strong>Lifeline</strong><br />

program. It remains the ambition of <strong>Lifeline</strong> <strong>WA</strong><br />

to work constructively with governments at all<br />

levels, to seek their support by way of advocacy,<br />

collaboration and funding to ensure that more<br />

members of the community receive the care they<br />

deserve.<br />

Foundations of the<br />

<strong>Lifeline</strong> Network<br />

<strong>Lifeline</strong> was founded in 1963 by the late Reverend<br />

Dr Sir Alan Walker, after he received a call by a<br />

distressed man who three days later took his own<br />

life. Determined not to let loneliness, isolation or<br />

anxiety be the cause of other deaths, Sir Alan<br />

launched a crisis line, which operated out of the<br />

Methodist Central Mission in Sydney. On the first<br />

day it was established, <strong>Lifeline</strong> received over one<br />

hundred calls for help.<br />

Today, <strong>Lifeline</strong>’s national network of centres<br />

operates in every state and territory throughout<br />

Australia. They share compatible beliefs and<br />

values, and engage in a common service of care<br />

and support for people in need. <strong>Lifeline</strong>’s 24<br />

hour telephone counselling service is staffed by<br />

over 3, 600 trained volunteers, who are available<br />

to answer calls from anywhere in Australia,<br />

at anytime. <strong>Lifeline</strong> continues to investigate<br />

new mediums for the delivery of accessible<br />

support services to those in need, and to<br />

implement programs that cater for the needs of<br />

specific audience groups such as Indigenous<br />

Australians, men, women, individuals living in<br />

rural communities, people experiencing violence,<br />

people with substance abuse problems, and<br />

more. The <strong>Lifeline</strong> network also offers a range<br />

of other services in various locations throughout<br />

Australia, including emergency response services,<br />

suicide prevention and awareness programs,<br />

face-to-face counselling, and programs aimed<br />

at promoting well-being and encouraging helpseeking<br />

behaviours.<br />

<strong>Lifeline</strong> has also established an international<br />

presence through its affiliation with <strong>Lifeline</strong><br />

International, which has centres in 19 countries.<br />

<strong>Lifeline</strong> is also a member of Volunteer Emotional<br />

Support Helplines (VESH) network, which provides<br />

services in 61 countries around the world.<br />

3


About <strong>Lifeline</strong> Australia<br />

<strong>Lifeline</strong> Australia Inc<br />

<strong>Lifeline</strong> Australia Inc is the national body<br />

representing <strong>Lifeline</strong> Members throughout<br />

Australia. Its primary responsibility is to manage<br />

<strong>Lifeline</strong>’s national services, including the 24 hour<br />

telephone counselling line. This management<br />

involves quality assurance, maintenance of service<br />

standards, accreditation of <strong>Lifeline</strong> Centres, and<br />

the operation of a national virtual call centre<br />

connecting telephone counsellors in 60 locations<br />

through sophisticated telephony to meet call<br />

demand.<br />

<strong>Lifeline</strong> Australia works with its members to<br />

pursue funding opportunities and partnerships<br />

for the development and implementation of new<br />

innovative service delivery projects that address<br />

specific mental health issues in the Australian<br />

community. <strong>Lifeline</strong> Australia is also responsible for<br />

managing the <strong>Lifeline</strong> brand and marketing <strong>Lifeline</strong><br />

and its services around the country.<br />

In <strong>2008</strong>/<strong>09</strong> <strong>Lifeline</strong> engaged with its membership<br />

to redefine its core purpose and strategic<br />

direction. The “Vision 2020” document that was<br />

produced clearly focuses <strong>Lifeline</strong> as a provider of<br />

programs in the areas of: crisis support, suicide<br />

prevention, mental health and emotional wellbeing<br />

and highlights its desire to have a demonstrable<br />

impact on the health of the community. <strong>Lifeline</strong> <strong>WA</strong><br />

has aligned it <strong>09</strong>-14 Strategic Plan directly with<br />

the national direction.<br />

<strong>Lifeline</strong> <strong>WA</strong> works closely with <strong>Lifeline</strong> Australia<br />

staff and actively exchanges information and ideas<br />

with other centres throughout the national network<br />

to assure that its operations are effective and its<br />

care services are best practice.<br />

Stress Down Day <strong>2008</strong><br />

4<br />

The national Stress Down 24/7 campaign was launched in July <strong>2008</strong> and saw <strong>Lifeline</strong><br />

centres across the country raise awareness about the 131114 service.


Chief Executive Officer’s <strong>Report</strong><br />

Review, refocus and relationships – these three Rs<br />

typified <strong>Lifeline</strong> <strong>WA</strong>’s business strategy for 08/<strong>09</strong>.<br />

It was a year where the intent to make positive<br />

change was inspired by posing the question:<br />

“What could we do differently in order to keep<br />

more people safe and well”<br />

The <strong>Lifeline</strong> <strong>WA</strong> change agenda was influenced<br />

and informed by two critical factors. Firstly, the<br />

strategic direction document: “Vision 2020”<br />

released by our peak body, <strong>Lifeline</strong> Australia. This<br />

paper articulated the collaborative mission of<br />

national network and emphasised that in order<br />

to maximise its social impact, <strong>Lifeline</strong> programs<br />

would centre on: suicide prevention, crisis support<br />

and mental health. The second; was <strong>Lifeline</strong> <strong>WA</strong>’s<br />

own resolve to ensure its services were both<br />

meaningful and sustainable within the context of<br />

the West Australian community. It had been some<br />

time before the organisation had engaged in a<br />

comprehensive review of its internal and external<br />

operating environment and it was time to consider<br />

how it could use its competence to best effect.<br />

With these two factors in mind, <strong>Lifeline</strong> <strong>WA</strong><br />

embarked on an externally facilitated strategic<br />

planning process to set its course for the next<br />

5 years. Through the planning journey, <strong>Lifeline</strong><br />

<strong>WA</strong> shifted its mindset from focussing on the<br />

“means”, ie what we do, to the “ends”, ie what we<br />

want to achieve. This subtle change in emphasis<br />

provoked all those connected with <strong>Lifeline</strong> <strong>WA</strong><br />

to think creatively about how we could use our<br />

intellectual property, experience and competence<br />

in suicide prevention, emotional wellbeing and<br />

not-for-profit business management in new and<br />

innovative ways. The <strong>Lifeline</strong> <strong>WA</strong> <strong>09</strong>-14 Strategic<br />

Plan emerged as a robust and comprehensively<br />

researched road map that sets clear goals in the<br />

focus areas of: People and Culture, Operational<br />

Excellence, Relationships and Partnerships and<br />

the most critical Community Wellbeing. I am<br />

confident that the Strategic Plan will guide <strong>Lifeline</strong><br />

<strong>WA</strong> to add value to the community’s emotional<br />

wellbeing on a national and local scale.<br />

Simultaneous to working on “big picture” strategy,<br />

each of <strong>Lifeline</strong> <strong>WA</strong>’s core services also reviewed<br />

their internal practices with the objective of<br />

identifying quick and easy changes that would<br />

see immediate improvements to the quality and<br />

capacity of the service. In each and every area<br />

of our operation, we delivered services to more<br />

people than the previous year: more phone calls<br />

were answered, more volunteers were trained,<br />

more people were educated in suicide prevention<br />

and more Dads and their<br />

children were supported.<br />

The outcomes outlined in<br />

our Service <strong>Report</strong>s are<br />

testimony to the intelligent<br />

and committed approach<br />

of staff and volunteers who<br />

effectively managed the tension<br />

of delivering services in the<br />

here and now whilst undergoing structural and<br />

systemic change.<br />

In order to enable its system improvements,<br />

<strong>Lifeline</strong> <strong>WA</strong> actively sought additional revenue<br />

through grant money, donations and fundraising<br />

events. The tumultuous economic climate made<br />

this a challenging task. Had it not been for the<br />

support of our loyal corporate and community<br />

partners and the extraordinary benevolence of<br />

several private donors, there is no doubt that<br />

our ability to care for people would have been<br />

compromised. <strong>Lifeline</strong> <strong>WA</strong> is deeply grateful for<br />

the resilient partnerships it has with St John of<br />

God Hospitals Subiaco and Murdoch, Dalesun<br />

Holdings (Jesus Cares Ministry), TSA Telco and<br />

Ernst and Young and the generous contributions<br />

its receives from the Churches of Christ, Mt<br />

Pleasant and Warwick Baptist Church groups.<br />

Our ability to grow in spite of the impact of the<br />

global financial crisis is as much a credit to our<br />

community and corporate supporters as it is to the<br />

determination of our Board, staff and volunteers.<br />

To complement the development of its financial<br />

resources, <strong>Lifeline</strong> <strong>WA</strong> started the first phase<br />

of restructuring its human resources and as a<br />

consequence, experienced the departure of some<br />

loyal servants and the arrival of many new faces.<br />

I anticipate there will be further changes to our<br />

organisational structure as we strive to attract<br />

and retain people with the necessary balance of<br />

skills, experience and attitude to deliver our new<br />

strategy.<br />

Not only was there an enormous amount of work<br />

going on within the business, <strong>Lifeline</strong> <strong>WA</strong> has<br />

adopted a proactive approach to developing<br />

alliances with like minded organisations. It is<br />

our very firm belief that it is via the sharing<br />

of knowledge and pooling resources with<br />

government agencies and other not-for-profit<br />

organisations that we will deliver better wellbeing<br />

outcomes to the community. In conjunction<br />

with our connections with other <strong>Lifeline</strong> Centres<br />

throughout Australia, the past year, <strong>Lifeline</strong> <strong>WA</strong><br />

has forged productive relationships with Youth 5


Chief Executive Officer’s <strong>Report</strong><br />

Focus, Oz Help <strong>WA</strong>, the Injury Control Council of <strong>WA</strong>,<br />

Relationships Australia, Perth Primary Care Network,<br />

United Way, Men’s Advisory Network (MAN) and the<br />

Regional Chaplaincy Network in Kalgoorlie. I would<br />

like to thank all our collaborators for their support and<br />

ongoing advocacy and to recognise the excellent work<br />

they do in the field to care for the vulnerable.<br />

At least 220 Western Australians took their own life in<br />

the past year and hundreds more people attempted<br />

suicide. The leadership role of <strong>Lifeline</strong> <strong>WA</strong> in delivering<br />

best practice suicide prevention strategies has never<br />

been more imperative. In moving forward, there<br />

are many new life-saving initiatives that <strong>Lifeline</strong> <strong>WA</strong><br />

has the ambition to undertake, such as: expanding<br />

our community education in emotional health and<br />

wellbeing, support services for suicide attempters,<br />

telephone counselling outreach for the socially isolated,<br />

peer support groups for people bereaved by suicide,<br />

emergency response services for communities<br />

impacted by tragedy, follow-up and buddy programs<br />

for high suicide risk individuals. <strong>Lifeline</strong> <strong>WA</strong> has the<br />

competence to deliver all of these strategies, we simply<br />

need the resources. We are encouraged by the State<br />

Government’s commitment to the issue of suicide via its<br />

recent launch of the <strong>WA</strong> Suicide Prevention Strategy and<br />

are very hopeful that through the strategy, funding will<br />

be available to support <strong>Lifeline</strong> <strong>WA</strong> realise its ambition to<br />

care for more people in better ways.<br />

Finally, I would like to acknowledge the commitment<br />

and clear direction provided by the <strong>Lifeline</strong> <strong>WA</strong> Board of<br />

Directors. Their leadership has enabled <strong>Lifeline</strong> <strong>WA</strong> to<br />

stay on track amidst the distractions presented by ever<br />

changing internal and external operating environments.<br />

As we look over our shoulder at 08/<strong>09</strong>, <strong>Lifeline</strong> <strong>WA</strong><br />

can demonstrate that it cared for more people in better<br />

ways than the previous year: an achievement that every<br />

person involved with the work we do deserves to be<br />

proud of.<br />

Amanda Wheeler<br />

Chief Executive Officer<br />

From an operational perspective, <strong>Lifeline</strong> <strong>WA</strong> will<br />

continue to adapt and evolve its organisational structure<br />

to ensure it has people with attitudes, experiences,<br />

knowledge and skills in the core areas of its strategy. In<br />

<strong>09</strong>/10 <strong>Lifeline</strong> <strong>WA</strong> will undertake an extensive capability<br />

mapping exercise and will aim to bolster its resources<br />

in quality assurance, performance management and<br />

business effectiveness through the recruitment of a<br />

full-time Manager of Operations. It is expected that this<br />

appointment will improve internal systems and will allow<br />

me as Chief Executive Officer to focus on developing<br />

strategies to further grow our business.<br />

6


Chairman’s <strong>Report</strong><br />

This year has been a difficult year in our<br />

community with tough economic times<br />

everywhere and mostly the great uncertainty of<br />

what lies ahead. Thankfully <strong>Lifeline</strong> <strong>WA</strong> has once<br />

again been there for the thousands of people who<br />

need someone to connect to; they “connect to<br />

someone who cares”.<br />

I wish to express my great appreciation of the<br />

work of our long serving and talented Board.<br />

This year again the Board has applied itself to<br />

planning and development, a further commitment<br />

to significant increase in the organisation’s<br />

management structure and the completion of a<br />

new Strategic Plan for the next 5 years.<br />

I am reminded of the old Japanese “Kaizen”<br />

principle for life and business. Where one focuses<br />

on small incremental improvements each and<br />

every day in every aspect of our life or business.<br />

Then behold through this constant effort and these<br />

continuous improvements we get to look back<br />

over the years at the massive changes that have<br />

occurred.<br />

Through the outstanding stewardship of our CEO,<br />

Amanda Wheeler, <strong>Lifeline</strong> <strong>WA</strong> has again made<br />

significant gains in its levels of service provision.<br />

Working as part of the national initiatives for<br />

telephone counselling systems, accreditation<br />

standards and the training of telephone<br />

counsellors, the calls answered rates have greatly<br />

improved.<br />

As always we are greatly indebted to those<br />

hundreds of volunteers who so generously commit<br />

themselves to their training and the regular hours<br />

on the phones.<br />

I also thank most sincerely our great partners.<br />

The Dalesun group in Mandurah, who sponsor<br />

and invigorate our Peel Telephone Counselling<br />

Centre; and the St John of God’s Healthcare who<br />

also very generously sponsor our 2 centres at St<br />

John of God’s Hospitals at Murdoch and Subiaco.<br />

I would also like to acknowledge the enduring<br />

support of TSA Telco who recently affirmed their<br />

partnership commitment for another three years<br />

and the new relationship we are forging with<br />

Ernst and Young. The loyalty and trust of all our<br />

corporate supporters is deeply appreciated.<br />

Whilst <strong>Lifeline</strong> <strong>WA</strong>’s do not receive State<br />

Government funds for its main work in the area of<br />

crisis support and suicide prevention, we are very<br />

grateful to the Department for Communities for<br />

their funding of the Dads@<strong>Lifeline</strong> program.<br />

<strong>Lifeline</strong> <strong>WA</strong> is making an impact<br />

in our community. This is not<br />

only acknowledged in the<br />

general community, but also<br />

within the business community<br />

and the professional<br />

mental health community.<br />

Congratulations goes to our<br />

CEO and all the management<br />

team for the stature of their work in education<br />

programmes, the Dads@<strong>Lifeline</strong> program, retail<br />

outlet, as well our telephone counselling core<br />

activity.<br />

<strong>Lifeline</strong> <strong>WA</strong> now works collaboratively with several<br />

other mental health service providers and the<br />

synergies of these joint ventures greatly increase<br />

the services provided within the community.<br />

I gratefully thank the generous financial support<br />

of the many individuals and businesses. This<br />

year we received a very substantial anonymous<br />

donation, which greatly improved our bottom line.<br />

The opportunity that this provides for a significant<br />

increase in service delivery is immense. Thank<br />

you.<br />

I also wish to thank all sponsors and volunteers<br />

who make things happen around <strong>Lifeline</strong>. To the<br />

Management Team and all staff, thank you also for<br />

the commitment you show to helping others.<br />

This year Noel Giblett and Philip Langley<br />

moved on from <strong>Lifeline</strong>. They were both major<br />

contributors within the <strong>Lifeline</strong> Management<br />

Team over many years. Years when sustainability<br />

was less certain and support infrastructure<br />

less apparent. We thank them both for their<br />

contributions to making <strong>Lifeline</strong> what it is today,<br />

and wish them well.<br />

Once again it is my great pleasure to thank our<br />

Patron, the Governor of Western Australia, Dr Ken<br />

Michael & Mrs Michael for their support of <strong>Lifeline</strong>.<br />

Graham Mabury, of course, is the name<br />

synonymous with <strong>Lifeline</strong> in Western Australia.<br />

Our Founding Chairman continues to be a great<br />

supporter and advocate, and we thank him for<br />

everything he does for <strong>Lifeline</strong>.<br />

John Franklyn<br />

Chairman<br />

7


The <strong>Lifeline</strong> <strong>WA</strong> Board of Directors<br />

John Franklyn, Chairman<br />

John has had a distinguished career in real estate and property. He is a Director<br />

of Chambers Franklyn Strata Management. His company has been a highly<br />

respected real estate business for 18 years.<br />

John was Real Estate Institute State President 1994-1996 and National President<br />

1997-1999. He was awarded the Kevin Sullivan Memorial Award for individual<br />

contribution to the industry, and granted Life Membership in 2001.<br />

He was a member of Rotary for 15 years, Club President 1992-93, and was<br />

awarded a Paul Harris Fellow for his contribution to Rotary and the community.<br />

Peter Mott, Deputy Chairman<br />

Peter was appointed Chief Executive Officer of St John of God Hospital, Murdoch<br />

in November 2002. Peter has more than 30 years experience in health in Western<br />

Australia in a range of management, industrial relations and health policy roles.<br />

Peter is a graduate member of the Australian Institute of Company Directors and a<br />

Board member of Nulsen Haven Association and the Murdoch Surgicentre.<br />

He holds a Diploma in Health Administration, a Bachelor of Business Degree, a<br />

Masters Degree in Industrial Relations and is a Fellow of the Australian College of<br />

Health Service Executives. Peter assumed the role of Deputy Chair, <strong>Lifeline</strong> <strong>WA</strong> in<br />

October <strong>2008</strong>.<br />

Tim Hantke, Board Member<br />

Tim is Managing Director of Franchising Solutions Pty Ltd. Prior to commencing<br />

this consultancy business he was Chief Executive Officer for the Snap Printing<br />

Group.<br />

Tim has a Bachelor of Commerce Degree and is a Fellow of the Australian Institute<br />

of Management and the Australian Institute of Company Directors.<br />

Tim is also a member of the National Board of <strong>Lifeline</strong> Australia Inc.<br />

Geoff Kidd, Treasurer & Board Member<br />

Geoff is the Chief Executive of WHK Horwath (Perth) Chartered Accountants.<br />

Geoff has a Bachelor of Commerce Degree and is a Fellow of the Institute of<br />

Chartered Accountants. He is also a Past State Chairman and National Councillor<br />

of the Institute of Chartered Accountants in <strong>WA</strong>.<br />

8


Deborah Doncon, Board Member<br />

Deborah has had a long association with the Living Stone Foundation as a Board<br />

Member (since 1994) and prior to that as the Executive Officer.<br />

Deborah has retired from her previous role in the management of not for profit<br />

organisations and is now a company director.<br />

Jason Ricketts, Board Member<br />

Jason is a partner with national law firm Freehills and has been since 1996. He<br />

practices in the area of infrastructure law and also performs a management role<br />

within the firm.<br />

Jason has a Bachelor of Jurisprudence, Bachelor of Laws, a Master of Laws and<br />

is a graduate member of the Australian Institute of Company directors. He is on<br />

the board of Freehills, the board of Leadership <strong>WA</strong>, and is a member of the Law<br />

Society of Western Australia.<br />

Michael Bisset, Board Member<br />

Michael is the Group Executive Human Resources for Newmont Asia Pacific. He<br />

has previously worked for Norilsk Nickel Rio Tinto, AXA, Mobil Oil, Exxon and BHP.<br />

Michael has a Bachelor of Business Degree.<br />

Meryl Carter, Board Member<br />

Meryl was appointed to the Board on the 22 August 2007. She has 30 years<br />

experience in the Information Technology Industry running major companies in<br />

Australia & the USA: Spirent Systems in San Diego, Computer Law Services<br />

Australia, TruSecure Australia, Pivotal Corporation, Alcatel-Lucent and more<br />

recently marketing Bombardier business jets in Australia and New Zealand.<br />

Meryl is now Perth based and manages her own company, Meryl Carter Interior<br />

Designs and Home Renovations.<br />

Meryl also is a member of the The <strong>WA</strong> 500 Club, The <strong>WA</strong> Designers Association,<br />

The <strong>WA</strong> Builders Association and an Associate Director of The Australian Institute<br />

of Company Directors. Meryl was a finalist in the Telstra Business Woman of the<br />

Year Awards for <strong>2008</strong>.<br />

9


Overview of Services<br />

<strong>Lifeline</strong> <strong>WA</strong> delivers services that aim to<br />

prevent suicide, support people in crisis and<br />

create opportunities for emotional wellbeing.<br />

In their totality, these include counselling,<br />

crisis interventions, group programs, self-care<br />

resources, personal support, training and<br />

education, information and referral services.<br />

<strong>Lifeline</strong> <strong>WA</strong> believes that suicide is preventable<br />

and that by connecting people with care that<br />

helps them through a period of emotional crisis,<br />

vulnerable people can be kept safe.<br />

<strong>Lifeline</strong> <strong>WA</strong>’s Care Services:<br />

• Telephone Counselling: The national<br />

13 11 14 service focuses on the provision<br />

of support to people in crisis and emotional<br />

distress. The service operates 24-hours a day<br />

7 days a week, 365 days a year, is delivered by<br />

trained & accredited volunteer counsellors and<br />

supported by a highly qualified team of staff.<br />

The <strong>Lifeline</strong> <strong>WA</strong> Telephone Counselling Service<br />

operates from Perth, Peel and after-hours from<br />

St John of God Hospital Subiaco and St John<br />

of God Hospital Murdoch.<br />

• Education Services: Specially qualified<br />

educators deliver a variety of training programs<br />

to the community and workplace. The Living<br />

Works suite of educational products delivered<br />

by <strong>Lifeline</strong> <strong>WA</strong> are internationally regarded<br />

and are aimed at empowering people to keep<br />

themselves and others safe from suicide.<br />

The full complement of <strong>Lifeline</strong> <strong>WA</strong> Education<br />

Services include:<br />

• Suicide Prevention, Intervention and Postvention<br />

workshops and seminars<br />

• Counselling the Bereaved training programs<br />

• Community awareness programs relating to<br />

depression and suicide<br />

• Workplace education programs in:<br />

• crisis response<br />

• wellbeing and self care<br />

• relationship skills<br />

• communication skills<br />

• dealing with challenging situations<br />

• Dads@<strong>Lifeline</strong>: This unique service provides<br />

support to fathers and their children after<br />

separation or bereavement. Utilising one-onone<br />

counselling, group work, the provision of<br />

information, advice and self-help resources<br />

Dads@<strong>Lifeline</strong> adopts a holistic approach in<br />

supporting fathers to deal with their problems<br />

and personal concerns.<br />

<strong>Lifeline</strong> <strong>WA</strong> also undertakes a<br />

variety of Operational Services to<br />

sustain and enable its care giving:<br />

• Retail Operations: Located in Kelmscott,<br />

<strong>Lifeline</strong> Treasures sells a variety of high quality<br />

“born again” goods. The shop exists for the<br />

primary purpose of providing <strong>Lifeline</strong> <strong>WA</strong>’s core<br />

services with much needed funds.<br />

• Fundraising and Community Relations:<br />

It is the focus of this service to develop<br />

relationships, partnerships and alliances<br />

within the community and corporate sector<br />

that support the delivery of <strong>Lifeline</strong> <strong>WA</strong>’s care<br />

services. Identifying revenue sources and<br />

opportunities for in-kind support is critical to<br />

organisational sustainability.<br />

• Financial Services: <strong>Lifeline</strong> <strong>WA</strong> demonstrates<br />

its integrity through the efficient and transparent<br />

nature of its accounting practices. The Financial<br />

Services team are responsible for managing<br />

cash flow, administrating financial reports,<br />

processing donations, coordinating payroll and<br />

accounts receivable.<br />

• Human Resources: <strong>Lifeline</strong> Managers, with<br />

the support of the HR Officer, work to ensure<br />

that all people, staff and volunteers, are well<br />

guided and supported in their work.<br />

• Administration: A number of office<br />

professionals provide customer service and<br />

perform a range of important tasks behind the<br />

scenes to make sure the operations of <strong>Lifeline</strong><br />

<strong>WA</strong> are effective, efficient and quality assured.<br />

10


Care Services’ <strong>Report</strong>s<br />

<strong>Lifeline</strong> <strong>WA</strong> Telephone<br />

Counselling Services<br />

11 600 calls answered<br />

85 new volunteers trained<br />

Keeping up with the demand remains the major<br />

challenge for <strong>Lifeline</strong>’s national 13 11 14, 24/7<br />

crisis telephone counselling service. Therefore,<br />

the <strong>Lifeline</strong> <strong>WA</strong> Telephone Counselling Service<br />

commenced 08/<strong>09</strong> with two overarching<br />

objectives:<br />

a) To increase its call answering capacity through<br />

• Recruiting and training more volunteer<br />

telephone counsellors<br />

• Increasing the retention rates of its current<br />

resources.<br />

• Improving its roster practices to maximise<br />

the availability of counsellors during peak<br />

demand periods.<br />

b) To ensure the quality and consistency of its<br />

service via<br />

• Offering more supervision sessions &<br />

professional development programs<br />

• Benchmarking the telephone counselling<br />

training program against national standards<br />

To assist with developing its strategy to make<br />

these improvements, <strong>Lifeline</strong> <strong>WA</strong> engaged<br />

the services of an external consultant to<br />

comprehensively review the current processes<br />

and practices within the Telephone Counselling<br />

Service. As a result of learning obtained through<br />

the review process the pathway for recruiting<br />

volunteers was revised to include interviews and<br />

information sessions. This approach ensured the<br />

requirements of the counselling role are better<br />

understood by the prospective volunteer and that<br />

<strong>Lifeline</strong> <strong>WA</strong> is able to select the best possible<br />

candidates to undertake the training course.<br />

Testimony to the success of this new process, the<br />

drop-out rate from training reduced significantly.<br />

Not only was recruitment more discerning, but the<br />

training course itself was modified to align with<br />

industry best practice. The number of training<br />

courses delivered also increased and a new<br />

intensive program was trialled to enable more<br />

volunteers to be trained in a shorter period of time.<br />

As a result of these changes, over the course<br />

of the 08/<strong>09</strong> the number of active Telephone<br />

Counsellors increased by approximately 35%.<br />

Consistent with <strong>Lifeline</strong> <strong>WA</strong>’s commitment to offer<br />

a service of a consistently high standard, the<br />

ongoing training available to current volunteers<br />

was radically improved. A comprehensive<br />

schedule of individual and group supervision<br />

sessions plus a suite of professional development<br />

programs were delivered and the expectation<br />

that all Telephone Counsellors were required to<br />

engage in the practice of continuous improvement<br />

was reinforced. Some of the volunteers struggled<br />

with what they considered to be an increase in<br />

expectation with respect to their commitment and<br />

as a consequence left the service. However, our<br />

priority is to ensure that the service is delivered<br />

to the vulnerable person on the other end of the<br />

phone is safe and helpful and as such, ongoing<br />

training will remain an integral element of delivering<br />

the service.<br />

Telephone Counselling is a very challenging form<br />

of service work and across Australia the turn-over<br />

rate of volunteers is relatively high. To enhance<br />

the personal support available to the volunteers<br />

the new position of Pastoral Care Officer was<br />

established within the Telephone Counselling<br />

structure. This position was designed to help the<br />

volunteers deal with the vicarious trauma and<br />

other challenges associated with the counselling<br />

commitment and to support the volunteers to<br />

maintain their commitment to their rostered shifts.<br />

To further encourage longevity in Telephone<br />

Counselling, the career pathways for this form<br />

of volunteering were clearly mapped and some<br />

additional opportunities were created, including<br />

the role of volunteer Trainers. Not only has this<br />

innovation enabled the experience and skills of our<br />

volunteers to be better utilised, it has increased<br />

our capacity to train more Telephone Counsellors<br />

quite significantly.<br />

Streamlining our rostering practice and ensuring<br />

the majority of our Telephone Counsellors are<br />

available during peak call periods continues to be<br />

a difficult task. Calls peak in the evening from 8pm<br />

– 1am WST and the largest volume of calls are<br />

experienced on a Sunday. Unfortunately, these are<br />

not popular times for volunteering. Purposefully<br />

recruiting volunteers for these times will be a goal<br />

as we move forward.<br />

We remain committed to building the value<br />

added by our network of Telephone Counselling<br />

sub-centres. A greater on-site presence and<br />

awareness raising campaigns at St John of God<br />

Hospitals Subiaco and Murdoch are beginning<br />

11


Care Services’ <strong>Report</strong>s<br />

to translate into an increase in the number of<br />

volunteers being recruited through Hospital staff.<br />

A closer connection between the Hospitals’<br />

Social Outreach and Advocacy programs is also<br />

enabling mutual advocacy and opportunities for<br />

some cross-training. Structural changes within<br />

the <strong>Lifeline</strong> Peel office have also paid dividends<br />

with the morale, connectedness with Perth<br />

and productivity of the sub-centre all improving<br />

significantly.<br />

Concurrent with the service reviews and system<br />

improvements being implemented on the West<br />

coast, the performance of the 13 11 14 service on<br />

a national scale was also being comprehensively<br />

appraised. A national plan “Answering the Calls<br />

Together” has been formulated to lead all Centres<br />

involved in the provision of the 13 11 14 service<br />

to maximise the opportunity for every call to<br />

be answered at a consistently high standard.<br />

Fundamental to the plan are new standards<br />

for the training and accreditation of Telephone<br />

Counsellors. Whilst <strong>Lifeline</strong> <strong>WA</strong> is already aligned<br />

to the attitude of the Plan, it will require a renewed<br />

commitment from all its Telephone Counsellors to<br />

meet the advanced service standards.<br />

Perhaps the most disappointing milestone was<br />

the closure of the <strong>Lifeline</strong> Suicide Crisis Support<br />

Program (LSCSP). This highly successful program<br />

provided ongoing telephone counselling support<br />

to people identified through the 13 11 14 network<br />

as at risk of suicide. These vulnerable individuals<br />

were linked up with a specially qualified telephone<br />

counsellor who worked with them to develop a<br />

plan that would help them to access appropriate<br />

care that would keep them safe in the long run.<br />

When the initial funding source provided by<br />

<strong>Lifeline</strong> Australia ceased, the program was forced<br />

to close. It is our ambition to identify a funding<br />

stream that will allow us to reinstall this vital<br />

service.<br />

While the majority of work undertaken within the<br />

Telephone Counselling Service was focussed on<br />

capacity building for the long-term, it has paid<br />

immediate dividends. Collectively Perth, Peel,<br />

Subiaco and Murdoch Telephone Counselling<br />

sub-Centres answered 11 600 calls; 1100 more<br />

calls than the previous year and an improvement<br />

of 10.5%. We started the year wanting to be able<br />

to answer more calls and whilst this has been<br />

the outcome, it remains a reality that we are still<br />

not answering all the calls placed to the service.<br />

We have set ourselves the ambitious target of<br />

answering 15 000 calls in the year ahead and<br />

will be striving to better resource the Telephone<br />

Counselling Service so we can ensure that<br />

every caller to the 13 11 14 service has the best<br />

opportunity to speak with a Telephone Counsellor.<br />

The call statistics for 08/<strong>09</strong><br />

• Number of calls answered by 13 11 14 from<br />

West Australians: 22 239<br />

• Number of calls answered by <strong>Lifeline</strong> <strong>WA</strong><br />

(Murdoch, Peel, Perth and Subiaco): 11 600<br />

• Gender ratio of callers: 30% male, 63%<br />

female, 7% unknown<br />

• Average time of calls: 29 minutes<br />

• % of <strong>WA</strong> calls that were suicide related: 6%<br />

• Presenting issues for suicide related calls:<br />

• Abuse trauma: 18%<br />

• Aloneness/support: 41%<br />

• Disability: 8%<br />

• Illness/general health: 18%<br />

• Loss: 14%<br />

• Mental health: 35%<br />

• Relationship/family: 32%<br />

*Sourced from <strong>Lifeline</strong> Australia<br />

Telephone Counselling<br />

Volunteer Data<br />

• New volunteers trained: 85<br />

• Active volunteer Telephone Counsellors:149<br />

20% male, 80% female<br />

• Age range: 20 yrs – 77 yrs<br />

• Average age: 41 years<br />

Proudly supported by:<br />

DALESUN<br />

HOLDINGS PTY LTD<br />

12


Care Services’ <strong>Report</strong>s<br />

<strong>Lifeline</strong> <strong>WA</strong> Education Services<br />

805 people educated<br />

<strong>Lifeline</strong> <strong>WA</strong> firmly believes education and<br />

awareness-raising are critical to building a<br />

community that is emotionally well and resilient to<br />

suicide. It was this attitude that caused <strong>Lifeline</strong> <strong>WA</strong><br />

to affirm its commitment to community education<br />

by investing additional resources in Education<br />

Services and to implement an ambitious plan<br />

to grow the capacity and scope the programs it<br />

offered in 08/<strong>09</strong>. Our main objectives for the year<br />

included:<br />

• Increasing the awareness of, and demand<br />

for, Education Services.<br />

• Improving the quantity and range of<br />

programs we delivered.<br />

• Broadening our suite of programs to include<br />

community and corporate.<br />

• Developing mutually supportive relationships<br />

with other not for profit organisations<br />

• Delivering programs to regional areas<br />

recognised as “high risk”<br />

Upon reflecting on these goals it is satisfying to<br />

note that all of these areas have been substantially<br />

progressed.<br />

Suicide is a community problem that requires a<br />

community based solution. <strong>Lifeline</strong> <strong>WA</strong> believes<br />

that part of that solution is to equip people with<br />

knowledge, skills and understandings that will help<br />

them to recognise and be responsive to people<br />

who may be considering suicide. To this end,<br />

<strong>Lifeline</strong> <strong>WA</strong> delivers the internationally regarded<br />

LivingWorks suicide intervention training programs<br />

that range from short community-oriented<br />

programs that explore the issues and attitudes of<br />

suicide prevention through to a 2-day workshop<br />

on suicide first aid that equips people with skills<br />

to keep people at risk safe. Throughout the year,<br />

these suicide prevention programs were delivered<br />

to over 750 participants in a diverse array of<br />

settings that included metropolitan and regional<br />

townships. <strong>Lifeline</strong> <strong>WA</strong>’s investment in community<br />

education and awareness raising included the<br />

following projects:<br />

• Building a Suicide Safe South-West: A<br />

collaboration with United Way and the Injury<br />

Control Council of <strong>WA</strong> (ICC<strong>WA</strong>), that saw<br />

suicide prevention education delivered to 6<br />

towns in the South-West<br />

• The 100 Men Project: <strong>Lifeline</strong> <strong>WA</strong> was<br />

contracted by the Perth Primary Care<br />

Network (PPCN) to deliver suicide prevention<br />

programs to 100 men as part of an initiative<br />

targeting men’s emotional health.<br />

• The Great Southern Program: At the initial<br />

invitation of Relationships Australia, <strong>Lifeline</strong><br />

<strong>WA</strong> delivered suicide prevention talks to<br />

several communities that had been bereaved<br />

by suicide.<br />

• Narrogin Response: <strong>Lifeline</strong> <strong>WA</strong> again<br />

worked with ICC<strong>WA</strong> to sensitively respond<br />

to the incidents of suicide within their<br />

community by meeting with community<br />

members and delivering the LivingWorks<br />

training.<br />

• Kalgoorlie Community Engagement<br />

Program: With the support of the local<br />

Regional Chaplaincy Network training and<br />

education programs were presented on-site<br />

to mine workers and to local community<br />

groups within the Kalgoorlie-Boulder region.<br />

Along with activity in our core area of suicide<br />

prevention, <strong>Lifeline</strong> <strong>WA</strong> added two new<br />

professional development programs to its training<br />

resources:<br />

• Moving On: A workshop for telephone<br />

workers in call centres or public contact<br />

roles, teaching them how to effectively deal<br />

with stressful, difficult and/or emotional calls.<br />

The program equips the employee with<br />

coping skills that will minimise the personal<br />

impact of draining calls.<br />

• Working Effectively: A one day course<br />

designed to equip people in front-line, faceto-face<br />

service roles with skills to manage<br />

distressed, aggressive and/or distressed<br />

people.<br />

These programs were delivered to a number<br />

of organisations whose staff were regularly<br />

confronted by challenging behaviours or<br />

situations. The feedback was overwhelmingly<br />

positive and many participants acknowledged<br />

while dealing with distressed people was part of<br />

their daily business, they were not necessarily well<br />

equipped to deal with them. <strong>Lifeline</strong> <strong>WA</strong> hopes<br />

to deliver these valuable courses more broadly in<br />

<strong>09</strong>/10.<br />

13


Care Services’ <strong>Report</strong>s<br />

14<br />

Word of mouth saw the demand for <strong>Lifeline</strong><br />

<strong>WA</strong>’s Education Services grow at a steady rate<br />

throughout the year. Whilst this was a pleasing<br />

outcome on one hand, it did create a resource<br />

dilemma as our small group of trainers were<br />

travelling far and wide to deliver the service.<br />

Having consolidated a reputation for delivering<br />

relevant and high quality training, <strong>Lifeline</strong> <strong>WA</strong><br />

expects the demand for its services to continue<br />

to grow and will be qualifying more trainers in the<br />

year ahead.<br />

There are changes on a national front to the<br />

business model that underpins the delivery of the<br />

Living Works programs. <strong>Lifeline</strong> Australia have also<br />

consolidated all their learning and development<br />

programs, including Telephone Counselling<br />

Training and Corporate and Community Programs<br />

under one structure. Both of these initiatives are<br />

likely to influence how <strong>Lifeline</strong> <strong>WA</strong> delivers its<br />

education services in the future.<br />

<strong>Lifeline</strong> <strong>WA</strong> worked very hard in 08/<strong>09</strong> to heighten<br />

the community’s awareness and understanding<br />

of the issues relating to emotional wellbeing<br />

and suicide prevention. Yet it is an area difficult<br />

to adequately resource. <strong>Lifeline</strong> <strong>WA</strong> remains<br />

optimistic that funding from government and<br />

corporate support will assist it to sustain this<br />

important work.<br />

Dads@<strong>Lifeline</strong><br />

130 Dads supported<br />

750 service provisions<br />

From this financial year the Dads’ Service was<br />

funded through the newly formed Department<br />

for Communities. As per its mandate, the service<br />

continued to assist separated fathers (and their<br />

children) with counselling, support and paralegal<br />

information. It was a year of both challenge and<br />

opportunity for the staff involved with the program.<br />

The latter part of <strong>2008</strong> saw a reduction in client<br />

load, the departure of a key staff member and<br />

the pending exit of a long-term Manager. These<br />

factors prompted the service to review its offerings<br />

and modes of delivery to ensure it was growing in<br />

line with the emerging needs of its client base.<br />

An extensive research project was undertaken<br />

into male help seeking and service accessing<br />

behaviours to identify ways that <strong>Lifeline</strong> <strong>WA</strong> could<br />

improve its accessibility by single Dads who need<br />

support. The findings of the research highlighted<br />

that, although there was an overwhelming<br />

need for the service, <strong>Lifeline</strong> <strong>WA</strong> needed to be<br />

more proactive in its marketing and community<br />

engagement strategies and should consider other<br />

modes of delivery than just the provision of oneon-one<br />

support.<br />

Informed by this research, a new group work<br />

session was launched “Dads Preparation for<br />

Negotiating and Mediation” Workshop. The<br />

program was successfully piloted in late <strong>2008</strong>.<br />

The aim of the preparation workshops was to<br />

improve the confidence and competence of<br />

separated fathers in negotiating or mediation<br />

when addressing relationship and child access<br />

issues. The group work program was evolved<br />

with the assistance of key stakeholders such as<br />

the Midland and Perth Family and Relationship<br />

Centres, Citizens Advice Bureau and Relationships<br />

Australia. Such was its success, group work is<br />

now a regular fixture of the Dads’ service model.<br />

The Dads@<strong>Lifeline</strong> staff also undertook a program<br />

of “meet and greets” to introduce the service<br />

to prospective referral streams. The greater<br />

awareness of the service amongst other not-forprofit<br />

organisations translated into an increase in<br />

new clients in early 20<strong>09</strong>. Word of mouth remains<br />

the most powerful vehicle for connecting new<br />

clients with the service as men whose lives have<br />

been transformed by the service encourage their<br />

mates in similar circumstances to seek help.<br />

Several information resources were also<br />

developed throughout the year. The three part<br />

booklet “Surviving Separation” has been lauded<br />

by clients as an invaluable self-help tool. The<br />

Step-by-Step guide provides technical information<br />

on services and support resources, an overview<br />

of the emotional impact of separation and a<br />

pathway for navigating the trials and tribulations of<br />

relationship breakdown.<br />

Following the needs analysis and environmental<br />

scanning that was conducted as part of the<br />

Strategic Planning process, and under the<br />

leadership of a new Manager, a range of other<br />

service innovations were also generated towards<br />

the end of this financial year: a counselling service<br />

for bereaved fathers and/or children; an In-Prison<br />

Dads service for groups and individuals; and<br />

outreach meetings are amongst the broader<br />

offerings that will be implemented in the coming<br />

year.


Care Services’ <strong>Report</strong>s<br />

The following quotes from workshop participants<br />

and individual clients are testimony to the life<br />

enhancing impact that the Dads@<strong>Lifeline</strong> program<br />

has:<br />

• “I attended one of your workshops.<br />

At the time my life was in a mess, just<br />

separated, my partner left with our baby,<br />

previous workaholic, no work, depressed,<br />

VRO issued against me, very expensive<br />

Court proceedings leading to nothing.<br />

My participation in your workshop was<br />

instrumental in putting me on the road<br />

to change myself. I came back in here<br />

specifically to tell you that my life was turned<br />

around. My ex-partner and I decided to get<br />

back together. Our friends and family do not<br />

fully understand, but we are very happy as a<br />

reconciled couple. We are expecting a new<br />

baby.”<br />

• “I think your Dads’ group is a great forum”<br />

• “Thank you for the invitation to attend.<br />

I will recommend it to clients at the Family<br />

Relationships Centre.”<br />

• “Very powerful where participants’ difficult<br />

predicaments were explored.”<br />

• “Well rounded discussion group.”<br />

• “This was a really helpful session with you.<br />

I feel I was given the run around in various other<br />

places.”<br />

All in all, in excess of 750 service provisions were<br />

delivered, 130 men received personal support and<br />

many more received helpful information from the<br />

client services support team. Of course it is not<br />

just the individuals who benefit from the service,<br />

their families, partners and children all reap the<br />

rewards of their emotional wellbeing. In the year<br />

ahead, <strong>Lifeline</strong> <strong>WA</strong> intends to further leverage off<br />

its experience and knowledge in men’s emotional<br />

health and will continue to explore how it can<br />

inspire men in crisis to seek the help they need<br />

and deserve.<br />

15


Operational Services’ <strong>Report</strong><br />

Fundraising and Community<br />

Relations<br />

25% Increase in Revenue<br />

The Fundraising and Community Relations Service<br />

provides support to the programs and activities<br />

of <strong>Lifeline</strong> <strong>WA</strong> through activities that promote<br />

the <strong>Lifeline</strong> <strong>WA</strong> brand, build partnerships and<br />

community relationships and generate income<br />

through grants, donations and events. 55 %<br />

of <strong>Lifeline</strong> <strong>WA</strong>’s total operating revenue was<br />

generated through partnerships, donations and<br />

fundraising events.<br />

The financial stability provided by our partnerships<br />

with St John of God Hospital Murdoch, St John<br />

of God Hospital Subiaco, Dalesun Holdings<br />

(t/a Jesus Cares Ministry), TSA Telco and Ernst<br />

and Young were of critical importance as both<br />

corporate giving and community philanthropy was<br />

adversely impacted by the global financial crisis.<br />

It is no small irony that amidst difficult financial<br />

times these organisations, in spite of their own<br />

challenges, “stood up” to support <strong>Lifeline</strong> <strong>WA</strong><br />

in providing care to people distressed by their<br />

financial circumstance.<br />

Throughout the year, the <strong>Lifeline</strong> <strong>WA</strong> events<br />

calendar provided its supporters with several<br />

opportunities to be part of the organisation’s<br />

revenue and awareness raising activities.<br />

Highlights of the year included the <strong>Annual</strong> La<br />

Chaine Des Rotisseurs Brunch, hosted at the<br />

house of Vince and Anne Garreffa. Sponsored by<br />

the local chapter of La Chaine, an international<br />

gastronomic association, the event was the most<br />

profitable fundraising activity of the year. The Apex<br />

Carols by Candlelight once again provided an<br />

opportunity for the community to learn about and<br />

invest in the work of <strong>Lifeline</strong> <strong>WA</strong>.<br />

Several new initiatives were also introduced. 24<br />

July <strong>2008</strong> marked the launch of “Stress Down<br />

24/7”; a national campaign designed to raise<br />

awareness of the <strong>Lifeline</strong> brand and services and<br />

to generate a new revenue stream to support<br />

the 13 11 14, 24/7 crisis Telephone Counselling<br />

Service. The campaign also provided a vehicle for<br />

delivering educational messages relating emotional<br />

health and wellbeing. The staff and volunteers<br />

of <strong>Lifeline</strong> <strong>WA</strong> provided massages in Murray St<br />

Mall as a fundraising initiative and managed to<br />

generate good publicity for its services as a result.<br />

Considered a success in its pilot year, “Stress<br />

Down 24/7” is now an annual event and is set to<br />

become a key fundraising strategy for all <strong>Lifeline</strong><br />

Centers throughout Australia.<br />

August <strong>2008</strong> saw the staging of a Winter Ceilidh<br />

(Scottish Dance) as a celebration of life and a fund<br />

raiser for <strong>Lifeline</strong> <strong>WA</strong>. The event was the initiative<br />

of a group of professional women who wanted to<br />

have some fun and to support a worthy cause.<br />

The occasion was successful on both fronts and<br />

it is hoped the Ceilidh will become a fixture on the<br />

<strong>Lifeline</strong> <strong>WA</strong> events calendar for years to come. The<br />

women involved in the Winter Ceilidh organising<br />

committee are to be lauded for their skills in event<br />

management as well as their social conscience.<br />

<strong>Lifeline</strong> <strong>WA</strong> also continued to receive generous<br />

support from the community at large with personal<br />

donations contributing to a significant proportion<br />

of the funds raised. It is with deep gratitude that<br />

we acknowledge the encouragement and support<br />

of the family of Andrew and Nicola Forrest, The<br />

Stan Perron Charitable Foundation, and The<br />

Sir Frank Ledger Charity Trust. The benevolence<br />

of these individuals has been well matched by<br />

the loyal support of members from the Baptist<br />

Church community and the Rotary network. The<br />

generosity of the local community reiterates the<br />

importance they place on the sustainability of the<br />

life saving services provided by the organisation.<br />

In 08/<strong>09</strong> <strong>Lifeline</strong> <strong>WA</strong> was able to increase its<br />

revenue by 25% on the previous year. However,<br />

with the impact of the economic downturn<br />

expected to linger, <strong>Lifeline</strong> <strong>WA</strong>’s ability to grow the<br />

support it receives from corporate organisations<br />

will be critical to its sustainability. <strong>Lifeline</strong> <strong>WA</strong><br />

has proven itself to be an accountable and<br />

responsive partnership proposition and in<br />

<strong>09</strong>/10 we will actively seek “corporations with a<br />

conscience” with which to establish work-place<br />

giving, partnership agreements and/or fundraising<br />

events that deliver a benefit to the community, the<br />

organisation and its employees.<br />

16


Operational Services’ <strong>Report</strong><br />

Retails Services: <strong>Lifeline</strong><br />

Treasures<br />

$85 000 profit<br />

<strong>Lifeline</strong> Treasures sells high quality pre-loved<br />

goods at a low cost and as such, offers a valuable<br />

service to those experiencing financial hardship.<br />

The retail service is delivered by a very professional<br />

team of volunteers who pride themselves on<br />

providing value for money and treating their<br />

customers with dignity and respect. The shop<br />

also provides a revenue stream that supplements<br />

the budget of the Telephone Counselling Service<br />

and in spite of the economic climate, the income<br />

generated through the sale of bric-a-brac, books<br />

and clothing added $85 000 net income to our<br />

bottom-line for the past financial year. Without this<br />

income our Telephone Counselling Service would<br />

struggle to exist.<br />

As part of its drive to improve efficiency, the<br />

operations of the warehouse were streamlined to<br />

produce a quicker turn-around from donation to<br />

sale. This simple innovation made it easier for the<br />

volunteers at the receiving and point of sale ends<br />

of the supply chain and improved morale as well<br />

as effectiveness.<br />

Always on the look-out for ways to increase sales,<br />

the Shop team endeavoured to use the economic<br />

downturn to promote the virtues of born-again<br />

shopping. A “Recession Buster Sale” was staged<br />

which resulted in the highest weekly takings for<br />

the year.<br />

Although it is still a profitable proposition, in<br />

recent years increments in annual turn-over have<br />

struggled to keep pace with the rise in operating<br />

costs. Consequently, plans are afoot to revamp<br />

the physical lay-out of the shop to maximise floor<br />

space and improve its visual appeal. The key to<br />

the shop’s success remains to be it high standard<br />

of merchandise, cleanliness and wonderful<br />

displays. The dedicated team of volunteers work<br />

very hard to develop innovative promotional<br />

strategies and sales campaigns at special times<br />

throughout the year. In addition to all the hard<br />

work, the social and friendly atmosphere is of<br />

great benefit to both volunteer and customers.<br />

The shop’s very large base of loyal and regular<br />

customers is testimony also to its philosophy<br />

of delivering personalised and caring customer<br />

service.<br />

Human Resources, Financial<br />

Services and Administration<br />

Human Resources, Financial Services and the<br />

Administration elements of <strong>Lifeline</strong> <strong>WA</strong>, although<br />

largely behind the scenes operations, have been<br />

significant in the consistent and constant support<br />

they have provided during a period of significant<br />

organisational change.<br />

In order to manage the new recruitment process<br />

for Telephone Counsellors and volunteers at<br />

<strong>Lifeline</strong> Treasures and improve the accountability<br />

within our Human Resource systems, <strong>Lifeline</strong> <strong>WA</strong><br />

appointed a full-time HR Officer in the latter stages<br />

of the Financial Year. This increase in resources<br />

has seen better support provided to both staff<br />

and volunteers. An overhaul of the organisation’s<br />

performance development system to ensure it is<br />

aligned to the new Strategic Plan will be a major<br />

Human Resource project in the new year.<br />

The Financial Services team has been arguably the<br />

most stable of the <strong>Lifeline</strong> <strong>WA</strong> services. Grounded<br />

in solid systems and processes, as indicated by<br />

the Audited Financial Statements the accounts<br />

and payroll functions of the past year have been<br />

accountable and effective.<br />

Through the course of the year <strong>Lifeline</strong> <strong>WA</strong>’s<br />

administration staff worked extremely hard to<br />

maintain continuity of service while their operating<br />

environment was constantly changing. Roles<br />

and responsibilities were redefined and new<br />

communication protocols were put in place to<br />

ensure customer service standards were best<br />

practice. The development of documents outlining<br />

operational policies and procedures was also<br />

undertaken as part of the organisation’s risk<br />

management strategy.<br />

17


Treasurer’s <strong>Report</strong><br />

$249 049 Surplus<br />

It is with pleasure that I provide my report on the<br />

financial results for the <strong>2008</strong>/<strong>09</strong> year for <strong>Lifeline</strong><br />

<strong>WA</strong>.<br />

Being the first full year under the guidance of CEO,<br />

Amanda Wheeler, the focus has been on building<br />

a vision for <strong>Lifeline</strong> <strong>WA</strong>, and putting in place a<br />

plan to build resources to enable that vision to be<br />

achieved.<br />

An integral part of this plan has been to increase<br />

our corporate partnerships and revenue streams<br />

to ensure the financial security of <strong>Lifeline</strong> <strong>WA</strong> into<br />

the future. In this regard, the outstanding <strong>2008</strong>/<strong>09</strong><br />

financial result of a surplus of $249 049 was due<br />

largely to the generous and valuable support of<br />

our corporate partners and sponsors. With the<br />

exception of the Department for Communities<br />

funding of the Dads@<strong>Lifeline</strong> Program, <strong>Lifeline</strong> <strong>WA</strong><br />

is not supported by any government funding for<br />

its core services, and therefore relies heavily on<br />

grants, donations and fundraising, which this year<br />

was 59% above the previous year.<br />

I would like to recognise the contribution of our<br />

major funding partners: St John of God Hospital<br />

Murdoch, St John of God Hospital Subiaco,<br />

Dalesun Holdings (Jesus Cares Ministry),<br />

Ernst & Young and TSA Telco. The support<br />

provided by these loyal partners ensures <strong>Lifeline</strong><br />

<strong>WA</strong> is able to continue to strive to meet the ever<br />

increasing needs of the community. We are<br />

sincerely grateful for their ongoing commitment to<br />

the organisation and the cause it represents.<br />

<strong>Lifeline</strong> continues to rely<br />

heavily on volunteers across<br />

all operating areas. Without<br />

the support of these dedicated<br />

and committed individuals we<br />

could not deliver the critical<br />

services that the community so<br />

desperately needs.<br />

The financial success of <strong>Lifeline</strong> <strong>WA</strong> in <strong>2008</strong>/<strong>09</strong> is<br />

a credit to the management team, led so capably<br />

by our CEO, Amanda Wheeler. I personally have<br />

also relied heavily on the support of the Financial<br />

Services Team. I would like to thank David Melville<br />

for his support and Accounts Officer Jasna<br />

Rakovic for her meticulous work behind the<br />

scenes.<br />

To all the team at <strong>Lifeline</strong> <strong>WA</strong>, we express our<br />

sincere appreciation.<br />

Geoff Kidd<br />

Treasurer<br />

Despite a difficult economic climate, our “<strong>Lifeline</strong><br />

Treasures” Kelmscott retail outlet of second-hand<br />

clothes and bric-a-brac was again a significant<br />

contributor to our bottom-line. We express our<br />

gratitude to the management team and volunteers<br />

who passionately contribute their time and efforts<br />

to this valuable outlet.<br />

18


Income and Expenditure Breakdown<br />

Income <strong>2008</strong>-20<strong>09</strong><br />

15%<br />

7%<br />

Administration Revenue<br />

6%<br />

Fundrasing, Partnerships<br />

& Donations<br />

COAG Funding<br />

12%<br />

Counselling Fees<br />

55%<br />

Dads@<strong>Lifeline</strong> Funding<br />

4%<br />

Training Fees<br />

1%<br />

Retail Services<br />

Expenditure <strong>2008</strong>-20<strong>09</strong><br />

7%<br />

Fundraising Costs<br />

12%<br />

Employment Costs<br />

1%<br />

6%<br />

Training Costs<br />

Retail Costs<br />

1%<br />

3%<br />

70%<br />

Depreciation<br />

Administration Costs<br />

Rents & Rates<br />

19


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<strong>Lifeline</strong> <strong>WA</strong> Financial <strong>Report</strong><br />

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28<br />

<strong>Lifeline</strong> <strong>WA</strong> Financial <strong>Report</strong>


<strong>Lifeline</strong> <strong>WA</strong>’s Strategic Direction<br />

At the beginning of 20<strong>09</strong> <strong>Lifeline</strong> <strong>WA</strong> embarked on an intensive strategic planning process to align its<br />

direction with that of the national body and to ensure its services were both meaningful and sustainable<br />

in the context of the West Australian community.<br />

The following guiding statements capture <strong>Lifeline</strong> <strong>WA</strong>’s core intent and purpose.<br />

Our Vision<br />

A community where everybody is positively engaged with life.<br />

Our Mission<br />

To prevent suicide, support people in crisis and create opportunities for emotional wellbeing.<br />

Our Corporate Goals<br />

FOCUS AREA:<br />

COMMUNITY WELLBEING<br />

Suicide Prevention<br />

To minimise the risk factors and maximise the<br />

protect factors associated with suicide<br />

Crisis Support<br />

To provide immediate emotional support to<br />

individuals at times of crisis<br />

Mental Health & Emotional<br />

Wellbeing<br />

To offer reliable information and self-help resources<br />

that empower people to maintain mental and<br />

emotional health<br />

FOCUS AREA: RELATIONSHIPS<br />

& PARTNERSHIPS<br />

Advocacy & Leadership<br />

To raise community awareness and understanding<br />

of suicide prevention issues and initiatives<br />

Relationships & Partnerships<br />

To build relationships which strengthen our ability<br />

to act<br />

FOCUS AREA:<br />

OPERATIONAL EXCELLENCE<br />

Sustainability<br />

To create new and lasting funding sources to<br />

improve and expand service delivery<br />

Infrastructure allows for growth<br />

To ensure <strong>Lifeline</strong> <strong>WA</strong> has infrastructure that<br />

supports effective and efficient operations<br />

Industry best practice<br />

To operate to industry-recognised best practice<br />

standards<br />

FOCUS AREA: PEOPLE<br />

& CULTURE GOAL<br />

Capable & Agile People<br />

To attract, develop and retain people with<br />

the capability to meet current and emerging<br />

community needs<br />

A Culture that Cares for Carers<br />

To provide a nurturing and engaging work<br />

environment that inspires, enables and supports<br />

people to care for self and others<br />

29


Our Service Delivery Promises<br />

Our Service Delivery Promises<br />

<strong>Lifeline</strong> <strong>WA</strong> commits to deliver services that are:<br />

Meaningful: relevant to the current and<br />

emerging needs of our community<br />

Sustainable: secure in their funding sources<br />

Accessible: visible & available to vulnerable<br />

people when they need them most<br />

Aligned: consistent with the direction of <strong>Lifeline</strong><br />

Australia<br />

Leading: proactive in addressing issues that<br />

heighten individual and community risk<br />

Best Practice: grounded in research-based<br />

evidence and best practice principles<br />

Accountable: able to demonstrate<br />

effectiveness and social value<br />

Our Business Model<br />

People and Culture: At the heart of<br />

<strong>Lifeline</strong> <strong>WA</strong>’s reason for being is its life affirming<br />

culture and its people: clients, carers, volunteers,<br />

staff and the community at large.<br />

Operational Excellence: To ensure the<br />

quality and sustainability of our services the work<br />

of our people is underpinned by effective systems<br />

and processes and a sound revenue raising<br />

strategy.<br />

Relationship and Partnerships:<br />

Collaborations with other people and<br />

organisations strengthens our ability to act and<br />

to increase awareness of suicide prevention and<br />

mental health issues.<br />

Community Wellbeing: The sum of all of<br />

the above parts, combined with evidence based<br />

service models enables <strong>Lifeline</strong> <strong>WA</strong> to keep the<br />

community safe and well.<br />

Active listening: alert and responsive to the<br />

voice of the consumer and carer<br />

Community<br />

Wellbeing<br />

Relationships<br />

& Partnerships<br />

Operational<br />

Excellence<br />

People &<br />

Culture<br />

30<br />

The <strong>Lifeline</strong> <strong>WA</strong> Business Model


<strong>Lifeline</strong> <strong>WA</strong> Honour Role<br />

Patron<br />

His Excellency, Dr Ken Michael, AC Governor<br />

of Western Australia<br />

Corporate Partners<br />

Dalesun Holdings (Jesus Cares Ministry)<br />

Downing Teal<br />

Ernst & Young<br />

Franchise Alliance<br />

Ledge Finance<br />

Norilsk Nickel<br />

Sir Frank Ledger Trust<br />

St John of God Hospital, Murdoch<br />

St John of God Hospital, Subiaco<br />

TSA Telco Group<br />

Industry Collaborators<br />

Youth Focus<br />

Oz Help<br />

Injury Control Council of <strong>WA</strong> (ICC<strong>WA</strong>)<br />

Men’s Advisory Network (MAN)<br />

United Way<br />

SPINRPHEX<br />

Perth Primary Care Network (PPCN)<br />

Regional Chaplaincy Network Kalgoorlie<br />

Relationships Australia<br />

Rotary Community Corps<br />

Western Australian Association of Mental Health<br />

The Samaritans<br />

Community Mental Health Division of St John of<br />

God Hospital Murdoch<br />

ARBOR Suicide Bereavement Support Services<br />

Individual Supporters<br />

Andrew and Nicola Forrest<br />

Fiona Kalaf<br />

Chris Wiener<br />

Graham Mabury<br />

Barry & Shirley Eldridge<br />

Jeanie & Brian Hamilton<br />

Anne & Vince Gareffa<br />

Bryan & Lee Fencott<br />

Lance Hall<br />

Corporate and Community<br />

Supporters<br />

Alexanders Lawyers<br />

Apex Club of Perth<br />

Apache Energy<br />

Australian Meat Industry Council (AMIC)<br />

Bethanie Warwick Village Church<br />

Buro Group<br />

Chandler Macleod<br />

Churches of Christ in <strong>WA</strong><br />

City of Perth<br />

Cooch Creative<br />

Freehills<br />

Hollywood Private Hospital<br />

ICT Services<br />

Karratha First National<br />

La Chaine Des Rotisseurs<br />

Meelup Management<br />

Miss Maud’s<br />

Mondo di Carne<br />

Mrs Macs Pty Ltd<br />

Mount Pleasant Baptist Church<br />

Radio 6PR<br />

Rotary Club of Nedlands<br />

Rotary Club of Perth<br />

SGIO Insurance<br />

Shreeve and Carslake Pty Ltd<br />

Teys Strata Management<br />

The Stan Perron Charitable Foundation<br />

The Sir Frank Ledger Charity Trust<br />

United Way<br />

UHY Haines Norton<br />

Government Agencies<br />

Department for Communities<br />

Mental Health Council of Australia<br />

31


<strong>Lifeline</strong> <strong>WA</strong> Honour Role<br />

<strong>Lifeline</strong> <strong>WA</strong> Staff<br />

<strong>Lifeline</strong> <strong>WA</strong> also extends a thank you and<br />

congratulations to all of our dedicated staff,<br />

past and present, who have worked tirelessly to<br />

connect people with care.<br />

Telephone Counselling Services<br />

Gail Chambers<br />

Gerry Chandler<br />

Magali Oilver<br />

Lou Grant<br />

Jane Dallison<br />

Wayne McIntosh<br />

Barbara McCormick<br />

Simone Dayer<br />

Sarah Stanes<br />

Phill Langley<br />

Rachael Hornsey<br />

Sue Grossman<br />

Education Services<br />

Karin Maxwell<br />

Lydia Necheava<br />

Simone Dayer<br />

Lynlea Polak<br />

Cath Mansveld<br />

Magali Oilver<br />

Dads@<strong>Lifeline</strong><br />

Heather Sharpe<br />

Sue Anderson<br />

Richard Wolterman<br />

Noel Giblett<br />

Neill Hahn<br />

Stephanie Leach<br />

Ruth Puhl<br />

Retail Services<br />

Fundraising & Community<br />

Relations<br />

Cally Earl-Smith<br />

Human Resources<br />

Ansu Alex<br />

Financial Services<br />

David Melville<br />

Jasna Rakovic<br />

Administration<br />

Alicia Wilson<br />

Amanda Wheeler<br />

Ian Melville<br />

Stephanie Harris<br />

Marion Bom<br />

<strong>Lifeline</strong> <strong>WA</strong> Volunteers<br />

A deep and sincere thank you to the 220<br />

volunteers who have worked with <strong>Lifeline</strong> <strong>WA</strong><br />

throughout the year to deliver vital services in the<br />

following areas:<br />

• Telephone Counsellors, Mentors, Supervisors<br />

on Call and Trainers: Perth, Peel, Subiaco and<br />

Murdoch.<br />

• <strong>Lifeline</strong> Treasures<br />

• Fundraising and Community Events<br />

• Education Services<br />

• Administration and Reception<br />

Our Donors and the Public<br />

We extend a special thank you to our generous<br />

donors and members of the public who donate<br />

time, funds, skills, goods or support to <strong>Lifeline</strong><br />

<strong>WA</strong>. Without community support <strong>Lifeline</strong> <strong>WA</strong> could<br />

not continue to provide emotional health support<br />

services to the Australian community.<br />

Pat Page<br />

Heather Sharpe<br />

32


<strong>Lifeline</strong> <strong>WA</strong> Office - PO Box K765 Perth <strong>WA</strong> 6000<br />

Phone: 08 9261 4444 Web: www.lifelinewa.org.au Email: lifeline@lifelinewa.org.au

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