AMCS Annual Review 13/14 empowerment and choice Top 10 Headlines | AMCS ANNUAL REPORT 2013-2014 
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Contents
President’s report
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CEO’s report
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Australian Multicultural Community Services Inc. Maidstone Office: Suite 111, 44 - 56 Hampstead Rd Maidstone, Victoria 3102 p: 03 9689 9170 f: 03 9687 7446 e: info@amcservices.org.au Geelong Office:
Life's most persistent and urgent question is, 'What are you doing for others?' Martin Luther King Jr.
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Top 10 Headlines | AMCS ANNUAL REPORT 2013-2014 HACC Services | AMCS ANNUAL REPORT 2013-2014
143 Princess Highway Norlane, Geelong, Victoria 3214 p: 03 5275 2088 f: 03 5275 3488 e: info@amcservices.org.au w: amcservices.org.au INC No A00481140C ABN 69 022 519 263
Our work across Victoria
Services Snapshot
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Top Ten Headlines 13/14
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HACC Services
Volunteer Visiting Programs
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Access and Support
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Planned Activity Groups
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Respite for Carers
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Emergency Relief
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Home Care
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HCPP & AMCS Premium Care
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Centre for Learning
Our People
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Board
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Financial Report
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Thank you
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Top 10 Headlines | AMCS ANNUAL REPORT 2013-2014
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President’s Report It is my privilege to be involved with an organisation that makes such a significant contribution to the lives of so many older people in Victoria. For me personally, it is gratifying to see that in the face of many challenges AMCS continues to carve its position in the aged care services landscape. After several years of change, we are now focussing on maximising the impact of our services in Melbourne and Geelong. At AMCS we stand for respect, diversity and empowerment of our clients, staff and communities. Our role is not just about supporting older people from diverse cultural backgrounds; it also includes supporting carers and providing valuable information to multicultural communities with regard to health, ageing and Consumer Directed Care. As a way of maintaining our contribution to older people and multicultural communities, we will soon be launching a new charitable AMCS Help Foundation. Our new foundation will assist in supporting and expanding our services to communities in need and to consolidate our position as one of Victoria’s leading aged care and community service providers. We look forward to your generous support and engaging with all our donors in meaningful and personal ways.
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President's Report | AMCS ANNUAL REPORT 2013-2014
CEO’s Report Over the next 12 months, AMCS will:
• Continue along the path of Client Directed
Care and strengthen our role and profile as a multicultural service provider, • Broaden our scope and breadth of community care and services, • Continue to assist our staff to learn to work more effectively with a wider range of multicultural communities and, • Provide further investment in technology, systems, processes and staff to ensure we keep at the forefront of home based aged care. I would like to thank our two retiring Board members, Barbara Swiatkowski and Ben Lloyd, for their valuable contribution to the Board and AMCS during the last few years. They along with the remaining Board members have provided stable and constructive support during the organisational challenges faced by AMCS over the past five years. My deepest thanks also to our dedicated and caring CEO, Elizabeth Drozd, and our wonderful hard working staff and volunteers who are the heart and soul of AMCS. Russell Howard – President
Welcome to this year’s annual report. The theme of the AMCS 2013/14 annual report is empowerment.
multicultural communities with information and access, ethno-specific care services, as well as education and job opportunities.
Without question empowerment is at the heart of our best practice model of care which focuses on the strengths and abilities of people, and gives clients choice and flexibility in the way care and support is delivered.
We would like to express sincere gratitude to all of our community partners and supporters and donors.
Empowerment is also about overcoming barriers to accessing care and providing people with culturally appropriate services including language support if they need it. AMCS’s special expertise is with clients from culturally and linguistically diverse (CALD) backgrounds, identified in the Aged Care Act 1997 as a special needs group who may have more difficulty accessing the services they need. The number of older Australians from non English speaking countries is increasing faster than the older population as a whole, largely because of the ageing of post-war migrants. Providing better access to suitable aged care services for this group is our objective. Our 85+ multilingual care workers and support staff, along with 100+ volunteers from diverse backgrounds are all engaged in supporting and empowering older Australians from CALD backgrounds.
Our organisation depends on the support of our Victorian and Federal Government partners and we thank them for their continued support of our work. The invaluable input and partnership of our key stakeholders results in significant collective impact in the lives of older people. Finally, we wish to thank our staff, volunteers, our board of directors and the many people we work with for their tireless commitment. I would particularly like to thank AMCS’s President Russell Howard for providing strategic leadership and support throughout the year. The community aged care sector is going through significant changes and is unlikely to be the same in the next two to four years. AMCS has been preparing for the future and we look forward to working with our stakeholder representatives and colleagues and wish to face that future together. Elizabeth Drozd – CEO
This annual review is a summary of our work in 2013/14 contributing to the wellbeing of CEO's Report | AMCS ANNUAL REPORT 2013-2014
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OUR WORK ACROSS VICTORIA O
ver the past 30 years we have been building the capacity of our organisation to provide services that really make a difference to the ageing population of Victoria. We have seen the aged care industry grow, experienced program expansion in many areas and had the privilege to empower more older people to live independently and be socially connected than ever before. We are proudly one of the few organisations that offer culturally appropriate support services to older people from multicultural communities. Population studies show that by 2026 the number of older people from culturally and linguistically diverse backgrounds living in Australia will reach almost one million (AIHW 2004). This gives us all the more reason to realise our vision of supporting our migrant elders to have a better quality of life.
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Our Work Across Victoria | AMCS ANNUAL REPORT 2013-2014
AMCS ANNUAL REPORT 2013-2014 
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Services snapshot AMCS exists to address the needs of elderly and disabled people and their carers from culturally and linguistically diverse backgrounds. The work with our clients is based on quality, respect and diversity, consumer satisfaction, and compliance.
AMCS Centre for Learning: AMCS is a registered Training Organisation offering accredited courses to people of all ages and cultural backgrounds.
We deliver this through these programs:
SSR (Service System Resourcing): AMCS works towards HACC service system improvements for CALD elders by undertaking a range of community development initiatives, such as providing information, referrals, group work, and close working relationships with key stakeholders.
Culturally Appropriate Home Care: We deliver home care to people from CALD backgrounds receiving government packages. We work with our clients to provide personalized and culturally appropriate care. Our care workers are highly professional and multilingual. Premium Care: We offer home care to people receiving government funded home care packages who need extra care, people waiting for services or people ineligible for government services. Access and Support: We help people to identify the types of services they need, provide information and link our clients to the right aged care and community services.
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Planned Activity Groups: We run activity groups for elderly people from multicultural backgrounds to socialise with others from their own culture. Respite for carers: We enable carers of older people and people with disabilities to have a break. Volunteer Visiting Programs: Our multilingual volunteers visit seniors and people with a disability in their own homes or in nursing homes. Emergency Relief Services: We provide support to people and families in the community who are experiencing financial difficulty.
Our Work Accross Victoria | AMCS ANNUAL REPORT 2013-2014
Services locations Northern Western
Multicultural & Polish PAGs
Eastern
African PAG City of Melbourne
Metropolitan Melbourne
Southern (Wantirna) Filipino, Polish and Multicultural PAG
Services Key
Geelong/Barwon
Emergency Relief
SSR
Respite
Access and Support
Adult Education
Community Visitors Scheme
Courses in Aged Care
Friendly visiting program
Funded Home Care
Planned Activity Groups
Premium Care
AMCS ANNUAL REPORT 2013-2014 
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Top 10 Headlines 2013/14 1
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Diabetes Awareness Project The diabetes awareness was a project conducted by AMCS in partnership with Medicare locals. This project was an important initiative to educate older people from multicultural communities about lowering their risks of developing diabetes and the role of healthy eating and exercise for diabetes prevention.
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Partnership with Indian Care Inc. AMCS has just finalised a partnership agreement to work in collaboration with Indian Care Inc. to support people of Indian origin and to facilitate their access to other community service organisations. This is just another way AMCS demonstrates their support behind multicultural communities in Victoria.
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Our Work Accross Victoria | AMCS ANNUAL REPORT 2013-2014
Consumer Directed Care Financial Tool AMCS staff, in partnership with Leadership Victoria, finalised a nationally applicable Consumer Directed Care Financial Tool for community aged care providers. To date, over 30 organisations have participated in training sessions and further sessions are planned in the future.
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Establishment of the amcs Foundation The AMCS Board has established a new charitable foundation aimed at meeting the needs of ethnic communities in Victoria through funds from donations and bequests. The AMCS foundation was an initiative born from the generosity of a former AMCS client who kindly provided a seed fund for the charity.Funding from this charity will support efforts to provide essential services to ethnic communities in need. AMCS aims to build up the Foundation corpus, and is looking forward to making a meaningful distribution of support services to ethnic communities beginning in 2016 and for years to come. It’s an exciting time to be at AMCS! If you would like to find out more about the Foundation, please contact our fundraising team at AMCS on 03 9689 9170.
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Expanded Services in Geelong The Community Visitors Scheme program has significantly expanded in the Geelong region. Funding for 30 new matches of volunteers and socially isolated elderly people from CALD backgrounds was awarded to AMCS by the Department of Social Services. Geelong.
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Expansion of Accredited Training Courses The AMCS Centre for Learning was successful in expanding the accredited training courses it can offer to include Cert IV in Aged Care, Cert I, II, & III in English as an Additional Language.
Top 10 Headlines | AMCS ANNUAL REPORT 2013-2014
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State Volunteering Conference Part of AMCS leadership in the multicultural communities sector was our initiative to hold a successful conference on the theme of Volunteering within CALD communities. The conference acknowledged the high social value of volunteering and focussed on ways organisations can engage and retain volunteers within ethnic communities.
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Premium Care Partnerships We strengthened partnerships with community aged care providers through the AMCS Premium Care program. Some of our many established partners include Catholic Homes, Benetas, Baptcare, Annecto, Carers Victoria, CareConnect and Feros. We increased our partnerships with transitional care programs with health providers such as Melbourne Health, IMPAC and Northern Health.
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Our Work Accross Victoria | AMCS ANNUAL REPORT 2013-2014
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This year alone
More Support for Carers
we've supplied over
Our successful partnership with LifeAssist has resulted in greater support of carers through a wider range of respite services, which are now provided in Wantirna, Ferntree Gully and Pascoe Vale.
64,174 hours of service
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Turkish Community Welfare Needs Study In the last 12 months, we conducted consultations with Turkish community leaders in Victoria to determine the extent of welfare needs and to develop an action plan to meet identified needs. This project was partly funded through the Victorian Multicultural Commission.
supported
877 clients and engaged with over
177 volunteers Top 10 Headlines | AMCS ANNUAL REPORT 2013-2014 
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Enas' story Enas is softly spoken 44 year old Egyptian born Australian who works as a community care worker for AMCS.
AMCS supported Enas during the first months of her return: “I didn’t know even how to pay a bond to rent a house.”
Enas loves her work: “When I get to a client – even if it’s the third client I visit and it’s been a long drive, it’s like starting fresh - I want to make an effort for them.”
Ekram, an Arabic speaker at AMCS, was her main point of contact. She says: “Enas is amazing. All she wanted was to be shown what to do and she took the next step.”
Enas’ story though is about surviving the pain and perils of divorce, and building her life over again in Australia. At her most vulnerable Enas sought help from the AMCS emergency relief program. In 2007, Enas travelled to Egypt to attend her sister’s wedding. In Egypt her marriage unravelled – and Enas suffered a heavy price for obtaining a divorce there. Her husband took custody of their two children and in an act with acute consequences for Enas, destroyed her passport so she couldn’t return to Australia with them. This forced separation lasted five years in which time Enas had almost no contact with her children. Enas arrived five years later in Australia with little money or English, but determined to be with herchildren again.
Ekram talked to Enas about training as an aged care worker. “I wanted to do something like that – help people,” she said. Enas studied for Certificate III in Aged and Community Care at AMCS and was immediately employed by AMCS after graduating. Living with her children again she says: “I’m not dreaming any more. I only had one dream - to get my children back.” Having the ability to work, support her children and help others is, she says, what makes her happy.
From roots within the Eastern European community, AMCS now serves many CALD communities in Victoria and works within the emerging area of social care for refugees and new migrants. AMCS has always worked with people who have experienced the challenges of migration. This is the part of the community we are most experienced in supporting, with care and expertise built up over thirty years.
Enas (right), AMCS Aged Care Worker
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Our Work Accross Victoria | AMCS ANNUAL REPORT 2013-2014
Top 10 Headlines | AMCS ANNUAL REPORT 2013-2014
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HACC SERVICES
Volunteer visiting programs AMCS manages two large volunteer based programs – the Friendly Visiting Program (FVP) funded by Home and Community Care and the Community Visitor Scheme (CVS) which is funded by the Commonwealth Department of Social Services. Our goal is to prevent social isolation amongst those who live alone and because of cultural and linguistic differences. FVP volunteers visit clients living in their own homes in all suburbs of Melbourne. Our volunteers also assist clients at community events like Seniors’ Club meetings or religious services in their local area. Image by Sevim Dogan
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HACC Services | AMCS ANNUAL REPORT 2013-2014
AMCS ANNUAL REPORT 2013-2014
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CVS volunteers visit clients who live in residential aged care facilities across Victoria. Clients and volunteers are matched based on specific criteria that meet the cultural or language needs of both. In 2014 AMCS was granted the CVS Expansion program which supports isolated people from diverse backgrounds who are recipients of Home Care Packages.
Achievements 2013-2014 AMCS has a large base of experienced and loyal volunteers who have been with the organisation for many years. Currently more than 80 active volunteers are making a contribution to the lives of elderly isolated people from CALD backgrounds in all parts of Victoria. As a way of recognising the invaluable work of these volunteers, AMCS organises ongoing social and developmental activities. The events organised in 2013-2014 for volunteers included:
• Xmas party organised for all volunteers in Footscray Millennium House and Syrena Community Centre in Rowville,
• Several information sessions attended by more than 30 volunteers each. The sessions took place in Footscray Millennium House, Polish Club in Albion and “Syrena” in Rowville,
• Dementia Information Session presented by Alzheimer’s Australia Victoria in AMCS’s office in Maidstone,
• Four sessions on the prevention of diabetes supported by Macedon Ranges Medicare,
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HACC Services | AMCS ANNUAL REPORT 2013-2014
• Celebration of National Volunteer Week, • An outing to see a Polish theatrical production in Albion and Rowville,
• Screening of the documentary “Once My Mother” directed by Sophie Turkiewicz – more than 30 volunteers attended along with AMCS board members,
• The AMCS conference - "Volunteering within Ethnic Communities". The one day conference acknowledged the high social value of volunteering within Australian communities, and best practice for supporting volunteering in the aged care sector now and in the future. The conference was an opportunity for volunteers to network and share experiences, and to hear each others stories.
AMCS volunteer Valeria Miller was recognised for her contribution to the community through 28 years of volunteering by Telmo Languiller (State Member of Parliament).
• Photographer Sevim Dogan's exhibition of images and stories of multicultural volunteers
Vision for the future • Attract more volunteers from different cultural backgrounds to meet growing demand for support of socially isolated older people in the community
• Establish relationships with different CALD communities and provide support to the disadvantaged members of their community
• Focus on keeping our volunteers engaged and motivated by formally recognising their value to AMCS and community at large In 2013-2014 AMCS volunteers spent almost 5,000 hours visiting their clients in their private homes and assisting them in various social activities. We had over 60 client-volunteer pairs who met weekly both at home and at various outings. In total 33 of our volunteers visited 56 nursing home residents throughout Victoria spending over 1,500 hours with clients during 2013/2014. All AMCS clients visited by friendly visitors were from CALD backgrounds. We recruited over 30 volunteers during the past year and look forward to increasing this number. We acknowledge the importance of volunteers who support many isolated older people. We would not be able to provide this service without them.
• Be accessible to people from different backgrounds and cultures, in particular to people who need the most support
Image by Sevim Dogan AMCS ANNUAL REPORT 2013-2014
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Peter and Marek's story
Australia in the early ‘80s to escape political upheaval in Poland.
Peter (60) and Marek (54) met through one of AMCS’s volunteer visiting programs.
Marek says that experience pushed him to start volunteering - he’d been thinking about helping people who needed him: “It made me realise there isn’t time to waste.”
Peter came to Australia in 1981 when political turmoil in Poland forced him to flee his home. Peter doesn’t have immediate family in Australia. His only daughter lives in the United States and these days contact is limited to phone calls. Peter was diagnosed with a chronic illness in 2011 and now lives in a nursing facility. Staff at the facility describe Peter as an extremely upbeat and likeable person. This little community, with multicultural staff and residents, provides Peter with an emotionally supportive and home-like environment.
He first settled in Barton in ACT and studied food science before coming to Melbourne. He’s currently working as a courier. When Marek is asked why he got involved with AMCS, the reason is very personal: “I didn’t go back to Poland to visit my dad for years - he died before I had the chance to do it.”
Matching people with the same language and culture is a special part of this program. Peter and Marek agree it is a good match. They’re both from Warsaw so there are a lot of cultural touchpoints for them. Marek often takes Polish magazines and books and reads to Peter. Marek and Peter feel a genuine friendship has grown betrween them. Their friendship continues to be supported by AMCS.
Asked what he misses most about Poland, Peter says ‘Delicje’— Jaffa cake! Marek is a Polish man who volunteers with AMCS. Marek visits Peter at least once a week and spends a couple of hours with him, mainly just chatting and sharing news. Like Peter, Marek moved to
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HACC Services | AMCS ANNUAL REPORT 2013-2014
Peter (left) and Marek, participants of the AMCS Volunteer Visiting Program (image by Sevim Dogan) AMCS ANNUAL REPORT 2013-2014
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Access and Support Every senior in Australia is entitled to good health, to be safe, to participate, to have access to services, to be cared for… Providing care in a multicultural society can be challenging. In order to provide culturally and linguistically appropriate care we need to understand, respect, and accept cultural diversity. This means developing sensitivity, acceptance and open minds. Our Access and Support Program is designed to support seniors and older people with disabilities who face barriers accessing services because of diversity. The program aims to give people from diverse backgrounds the services of their choice. Program coordinators are the first point of contact for assisting people to access services. As part of their role they liaise with diverse
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HACC Services | AMCS ANNUAL REPORT 2013-2014
communities to provide information and develop effective links as well as establishing trust with CALD communities and their carers. The access and support program assists individuals who lack the knowledge or confidence to access services or are concerned that the service will not meet their diverse needs. We are the link between the client or carer and the service provider. Our main goal is to ensure that people from CALD backgrounds have access to services particularly at key stages in navigating the aged care system.
Achievements 2013-2014 • More than 800 hours direct contact with clients, 350 hours of community engagement (meeting community groups) and 175 hours of professional networking (participation in network, Access and Support Network, ECCV Support Network, Wing Network Group, Wyndham Positive Aging Network)
• More than 300 referrals sent on behalf of clients
• Currently 115 active registered clients
Vision for the future • Provide additional support to people from CALD background including awareness of available services, increase the number of contact hours with clients, expand outreach activities and networking, information provision and referrals
• Improve CALD clients' confidence in accessing Home and Community Care and other services
• Increase CALD clients' independence and involvement in the decision making process
• Continue supporting CALD clients in a culturally and linguistically appropriate manner
• Improve access to services for sexually and gender diverse CALD clients
• Conducted proactive outreach and information workshops. More than 100 agencies attended
• Liaised with over 40 networks and community agencies on improving service systems
• Provided over 230 consultations to service providers on working with a community group or representative
Sinisha Krstov (left), AMCS Access and Support Coordinator AMCS ANNUAL REPORT 2013-2014
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Social isolation is a common experience of elderly people from CALD backgrounds. Older people from diverse backgrounds may be at greater risk of isolation because of the loss of their peers, because of migration, and ties with family may be weakened with cultural change between generations. People with poor English are especially vulnerable. AMCS’s planned activity groups are for elderly CALD people and create opportunities for socialising and strengthening skills needed for daily living. Two programs based in Melbourne and four in Geelong run on four days of the week:
• Mondays at Sunshine and Geelong (Polish and Italian),
• Wednesdays at Sunshine and North Melbourne (both African),
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HACC Services | AMCS ANNUAL REPORT 2013-2014
Organised by qualified AMCS Team Leaders with support from volunteers, Planned Activity Groups focus on social interaction, building confidence and maintaining dignity and self-esteem in a safe, welcoming and home-like environment.
• Thursdays at Geelong (Italian), • Fridays at Geelong (Filipino, Multicultural & Polish). A typical PAG program consists of:
• gentle physical exercises which maintain physical activity,
• quizzes, puzzles and games to stimulate memory,
• a wide range of arts and craft activities,
• educational and cognitive activities, • information sessions and, • celebrations and special days.
Achievements 2013-2014 • Establishment of African PAG • Partnership and ongoing support to Italian seniors in Geelong
• Podiatrist, Physiotherapist and Nutritionist sessions at PAG
• Implementation of Active Service Model (ASM)
• Increased client satisfaction • Ongoing relationship between clients from different PAGs through joint activities and outings
Vision for the future • Continue providing high quality service and support to clients in achieving their goals as a part of the ASM approach
• Increase client engagement and enjoyment by offering more culturally focussed activities around cooking, music, movies, outings, and celebrations
• Engage and retain multicultural volunteers
• Continue to develop staff • Promote PAG and active lifestyle among seniors
AMCS ANNUAL REPORT 2013-2014
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respite for carers The word "Respite" means “rest” or “relief”, but this word takes on greater significance when it is used in the context of caring for an older person. Although caring for someone can be very rewarding, it can also be demanding and exhausting both physically and emotionally. It is a challenging task, and it is easy to neglect your own health and wellbeing when you are focusing on your loved one’s needs. Respite Day Centre is a response to carers’ needs and provides the opportunity for carers to take a break so that they can accumulate the strength to continue their caring role. Current respite programs in the East and North of Melbourne create this opportunity for carers to regain their physical and mental strength. The Respite Program is designed for carers who are caring for people from an Eastern European background, who are 65 years or more, have dementia or its initial symptoms or have challenging behaviours. Participants meet three times per week.
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HACC Services | AMCS ANNUAL REPORT 2013-2014
The Respite Program is run on the following days:
• Mondays at Pascoe Vale, • Wednesdays at Wantirna South and, • Thursdays at Wantirna. The daily Respite group schedule consists of:
• gentle physical exercise to maintain physical activity,
• quizzes, puzzles and games to stimulate memory,
• a wide range of arts and craft, • educational and cognitive activities • information sessions and, • music and singing as an important part of the program. Respite programs are facilitated by skilled and dedicated staff that undergo continuous professional development and are supported by dedicated volunteers.
Achievements 2013-2014 • Establishment of an additional Respite group in Wantirna
• Establishment of a group in Pascoe Vale • Increased client satisfaction of both clients and their carers as evident through annual client satisfaction survey
• Participation and performance of the choir from the Wantirna Respite group during the XXIV Congress of Seniors in Rowville
• Implementation of the Active Service Model • Recruitment of six more volunteers • Successful completion of a Community Common Standards Audit
Vision for the future • Continue supporting Carers and strengthening them in their caring roles
• Continue to develop staff professionally • Promote an active lifestyle among older people • Expand the variety of activities offered to clients such as picnics and concerts
• Increase cooperation with ethnic communities • Maintain service quality • Continuously promote the respite program
AMCS ANNUAL REPORT 2013-2014
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Lidia and Aniela's story Lidia is a so-called "sandwich carer", caring for her three dependent children and her elderly mother Aniela. Polish born Lidia migrated to Australia in her twenties, leaving behind her mother and father and a sister and brother. When Lidia’s father died not long afterwards, Aniela came to stay with Lidia. At first she was able to help with the children and do a little cooking. Lidia (54) who is a registered nurse took on a carer role a few years later when Aniela suffered a stroke. She wasn’t afraid of the challenge: “I wouldn’t be a carer if I didn’t want to spend time with my mum. I’m very happy to look after her.” Two years ago Aniela and Lidia joined AMCS’s respite program. At this time Aniela needed full-time assistance at home after two more serious strokes. Lidia and Aniela, AMCS Respite clients
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HACC Services | AMCS ANNUAL REPORT 2013-2014
Lidia says: “Because I have my mum 24 hours a day and seven days a week - it does sometimes make you mentally exhausted." "The physical side of it is tiring too – my mum’s needs are now high care, and I’m lifting her many times a day, doing all her personal care.” Aniela’s English is limited so taking part in the AMCS Eastern European respite program is much more than a break in her routine – it’s a chance to connect with the community around her. Lidia explains: "My mum is always much happier after a session – it’s seeing different faces, being with happy people.” Lidia has complete confidence in AMCS respite care staff: “I’m very happy with them – they’re very caring. I’d say they’re one hundred per cent professional and informed about my mum’s needs and know how to look after her.”
Respite has been important for both Lidia and Aniela. AMCS ANNUAL REPORT 2013-2014
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Emergency Relief The Multicultural Emergency Relief Casework Program supports individuals and families from CALD backgrounds who experience financial crisis and live in the western metropolitan region of Melbourne. This programme offers the following types of assistance:
• Short term casework, • Referral service for psychological support, migration advice, housing and financial counselling,
• Advocacy, • Food parcels and food vouchers and, • Access to interpreters.
Achievements 2013-2014 • Effective presentation of the Emergency
providers, such as Department of Human Services, the Salvation Army and the Department of Housing
• Attended and hosted various Emergency Relief network meetings
• Assisted 233 clients • Referred 118 clients to other organisations • Assisted our clients with 111 food parcels and 201 Coles vouchers
Vision for the future • Assist more clients • Irrespective of their circumstances, AMCS will support individuals and families from CALD backgrounds in financial crisis. We will provide crisis support and referral with the goal of increasing the capacity of people to be independent and access services in the community.
Relief Program to job-seeking organisations, settlement organisations, neighbourhood houses and others
• Strong working relationships with key service 30
HACC Services | AMCS ANNUAL REPORT 2013-2014
Madonna Awad, AMCS Emergency Relief Coordinator AMCS ANNUAL REPORT 2013-2014
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home care
HCPP & AMCS PREMIUM CARE Ageing is a part of life’s journey. Making a difference in the lives of our ageing clients has been our journey for the past 30 years.
We recognise that while some people just want companionship, others need a bit of help around the home or to be taken out to social outings.
We acknowledge that older people are generally happier and more connected to their communities when they remain living in the comfort of their own homes. This is why we empower our clients with greater personal independence every step of the way.
Our care advisors assist our clients and their carers to achieve their goals around the things that are important to their wellbeing. This means enabling them to stay connected with people, their interests and communities that they love and this is what really makes the ageing journey a good one.
Our responsive services provide them with greater choice, support and flexibility so that they maintain a better quality of life. Sophia (left), AMCS Home Care client and Elina Novak, AMCS care worker
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AMCS Home Care | AMCS ANNUAL REPORT 2013-2014
Our services range from personal care, home care, respite, transportation, companionship, garden maintenance, minor home modification, continence assistance and much more. AMCS ANNUAL REPORT 2013-2014
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At the heart of multicultural communities, we understand that settling into a new country is not easy. Adapting to new environments and lifestyles, while maintaining aspects of one’s native culture is challenging.
expertise and dedication of our care workers. As a not for profit, we invest back into our people, our communities and services. We ensure that our people are trained
As a not-for-profit, we invest back into our people, our communities and services. We ensure that our people are trained and up to date with the latest thinking, programs and training around cultural awareness and ageing. We support older people from multicultural backgrounds by providing culturally appropriate services and by making available care workers who speak their own language. Our care workers speak over 12 languages and the list is growing. We have learnt through years of experience that as people age, their most valued experiences have been their relationships with other people. This is why we place priority on building trusting interdependent relationships with our clients and their carers. Every aspect of our work is supported and enhanced by the
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and up to date with the latest thinking, programs and training around cultural awareness and ageing. Our Home Care package programs are offered through Commonwealth funded programs. We support people who may not be eligible for the government funded program or may be waiting for a place or need extra services through our Premium Care program, which is the private arm of our services.
deserve, whether they are eligible for government packages or not. Our Premium Care service also provides brokerage services to other aged care service providers who are unable to fulfil language demands of their clients. We are one step ahead when it comes to applying the Consumer Directed Care (CDC) model. Our team of professional care advisors have undergone extensive training in CDC and have the skills to develop care and support plans to meet the needs and aspirations of each client. They are working towards implementing the CDC model to all clients by July 2015. We have embraced our role in aged care for many years and are especially proud to be contributing to raising the standards of aged care for all communities in Australia!
Ageing is a part of life's journey – we empower all our clients with greater independence every step of the way…
Our Premium Care service accommodates clients with an identical range of services to the HCCP program so nobody misses out on the services they
AMCS Home Care | AMCS ANNUAL REPORT 2013-2014
AMCS ANNUAL REPORT 2013-2014
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Joan's story Well into her 90s Joan maintains a social calendar that could put a lot of twenty year olds to shame. Joan keeps busy with friendships at her local RSL club, hosting parties and gatherings at home, and with her volunteering roles. Five years ago, Joan followed her doctor’s advice and applied for home care with AMCS, mainly to keep up with more strenuous jobs around the house.
help is one of the best things that could have happened to me. I am very happy with the way AMCS supports me and keeps in contact. I can relax because I know AMCS is really reliable and I’m taken care of.” AMCS Premium Care services are available to people who need extra care, whether they are on a government funded package, waiting for one or are ineligible for funding.
She views this as a positive step that relieved her of the burden of physical work she was no longer able to do, and allowed her to focus on her friendships and staying active in the community. “I had the council coming to see me but it wasn’t the same, and my doctor suggested I get some support to look after my house. Then AMCS sent me my care worker, Vera. She helps with household things. She is absolutely fantastic - hardworking and very professional.” Vera has been Joan’s care worker ever since. Joan is a whole-hearted advocate of home care. She says: “Having Vera’s
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AMCS Home Care | AMCS ANNUAL REPORT 2013-2014
Joan (left), AMCS Home Care client AMCS ANNUAL REPORT 2013-2014
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W
e believe in providing education that combines equity with quality. The AMCS Centre for Learning provides low cost, nationally accredited courses for people from all cultural backgrounds, with support offered to students with low English skills.
We provide students with opportunities to learn new skills in the classroom as well as practical experience out in the community. Our courses include:
• Certificate III in Aged Care, • Certificate III in Home and Community Care,
ACCREDITED COURSES
CENTRE FOR LEARNING 38
AMCS Accredited Courses | AMCS ANNUAL REPORT 2013-2014
• Certificate IV in Aged Care and, • Certificate I, II and III in English as an Additional Language. The past year has brought about some significant changes for AMCS. As such, existing agreements with our partners have been extended and new partnerships have been established with more Community Centres and Placement facilities. Furthermore, as a part of continuous improvement, the AMCS Centre for Learning has recognised the demand for online learning in the sector and has started to deliver its nationally accredited courses online. The blended course delivery option is now available for those who
would prefer to attend only a few days in-class and have the flexibility to complete their assessments online, and at their own pace within the set course duration. Our pre-accredited courses in English for Daily Living, Computers for Beginners and Effective English Writing for Business Purposes are in high demand as they provide employment skills and pathways to further higher education for people from CALD and Indigenous backgrounds. AMCS has commenced delivery of both pre-accredited and accredited courses at the following locations in 2014:
• streamlining RTO Policies and Procedures, • focussing on compliance and requirements of funding bodies,
• validation and Moderation (including industry consultation),
• reviewing, updating and creating different types of documents such as Trainer and Assessor Manual, Student Placement Handbook and other documents related to student enrolment and,
• reviewing and updating our website on a regular basis to be compliant and transparent.
• Braybrook and Maidstone Neighbourhood house,
• Cairnlea Community Hub and, • The Polish Community Council of Victoria. AMCS has also recognised the need to offer individualised support to our students especially when they are looking to enter the Aged and Community Care sector. New arrangements have been made with the following placement facilities to provide a number of hours of placement as part of Certificate III in Aged Care and Certificate III in Home and Community Care courses:
• Kalyna Care, Delahey, • Arcadia Aged Care, Essendon and, • Polish Retirement Home, Bayswater. Other key changes and improvements include:
As a part of continuous improvement, the AMCS Centre for Learning has recognised the demand for online learning in the sector and has started to deliver its nationally accredited courses online. AMCS ANNUAL REPORT 2013-2014
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Our people NO. Of Employees
115 Women
103
Training AMCS provides training to all people at all levels of the organisation, care workers, administration staff and volunteers. HCPP and HACC Staff
• Perform CPR • Apply First Aid/First Aid • Competency in National standards for Case Managers (Certificate Training)
• Introduction to Mental Health • Working with Interpreters • •
Men
12 40
• •
Training CDC Budgeting Access and equity planning LGBTI Aged Care Forum Elder Abuse and Mandatory Reporting
Languages spoken by AMCS Staff
Administration Staff
• Legal issues of managing volunteers
• Bullying Awareness and Prevention Volunteers Volunteers participating in the CVS and FVP programs participate in an induction and orientation once joining the program and are offered ongoing free training opportunities through the Chisholm Institute of TAFE.
Polski
Polish
Espanol
Spanish
English
English
Somali
Somali
Greek Ukrainian
Deutsch
• Infection Control
Our People | AMCS ANNUAL REPORT 2013-2014
Macedonian
Italiano
Italian
German
Farsi
Arabic
Hindi
Serbian
Tagalog
Tagalog
Russian
Hrvatski
Croatian
Malti
Maltese
Turk
Turkish
Chinese
AMCS ANNUAL REPORT 2013-2014
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AMCS BOARD Russell Howard
Ryszard Bliszczyk
President
Vice President
I was a volunteer with Great Connections (helping NFP organisations on various projects ) when I joined the Board. I joined the Board because I believe my skills, knowledge and experience could be of value, particularly in the areas of strategic planning and corporate governance. I became a volunteer to give something back to the community because I believe strongly that volunteering makes our society stronger.
As a Board member and Vice President for AMCS for the past 5 years, I'm following a 'family tradition' of community activitism – especially in ethnic communites. I also support other charities and community organisations.
Joined: 2008. President since October 2008 I have extensive experience in Human Resources, General Management, Career Management consulting, executive and non-executive Director roles, across a wide range of organisations locally and internationally.
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Joined: 2010 I have 25 years of experience and expertise in business and leadership development and have spent my career advising companies and executives around the globe. I now provide one-on-one coaching, counselling and advisory to clients and work with Executives and Boards for support in team building and decision making.
Ron Horfiniak
Barbara Swiatkowski
Prof. Des Cahill OAM
Ben Lloyd
Assunta Marrone
Agatha Pawlowski
Treasurer
Secretary
Director
Director
Director
Director
I joined the Board as I believe that my range of skills and experience particularly in areas of financial and business management can assist the organization in continuing to deliver and broaden the range of services to its current and future clients. I also became a volunteer to give back to the community. Volunteering is today the cornerstone of many NFP organizations.
I often heard from my mother about the Association and the good work that the staff carried out within the Polish community and seniors’ clubs so when an opportunity arose I applied to become a Board member.
In my time as a board member I've watched the Australian Multicultural Community Services grow from its roots in the Polish Australian community to the emerging area of refugee and migrant social care.
My connection to AMCS was originally through my wife who is Polish. At the time, AMCS's client base was within the Polish Community. I volunteered to be on the board because I wanted to help strengthen relationships with that community.
I've worked in the multicultural sector, women’s sector and youth sector as a community development worker for the past 20 years. I am passionate about delivering services that are cultural responsive and patient and client centred. My paid and voluntary roles have all focused on addressing inequity and social justice.
I joined the Board because I have a strong interest and commitment in the provision of care and support to those who are vulnerable in our community.
Joined: 2010 I have a diverse and extensive business background, spanning a broad range of industries, including IT, Manufacturing, Financial Services, Management Consulting and NFP. Positions held have been at General Management, CFO and executive and non-executive Director level, for both local and international organisations.
I thought my skills, experience in the corporate environment and business acumen would be of assistance especially in the areas of administration and corporate governance. It’s been a privilege to be involved with the group and be part of the changes that have taken the Association from being ethno-specific to a more diverse organisation working with a variety of multicultural communities. Joined: 2008, Secretary from 2013 I have extensive experience in superannuation administration, consulting, group insurance and general management within a global financial services organisation.
Its commitment to the immigrant aged through its provision of services is impressive, and through its research and conference sponsorship AMCS has provided leadership to the whole multicultural health and welfare field. Joined: 2010 I hold the position of Professor of Intercultural Studies at RMIT University, where I've been engaged in academic and research activities in immigrant and refugee settlement for almost four decades. I'm also chair of Religions for Peace Australia, and was awarded an OAM for my involvement in intercultural education and the interfaith movement.
Since then AMCS has extended its service delivery to many more CALD communities. I believe the organisation has great strengths offering ethno-specific aged care and can and should be part of building aged care services in Australia that other developed countries envy. Joined: 2008 I am a principal of the law firm Russell Kennedy practicing in the field of Public Law, Litigation and Aged Care.
Joined: 2012 I have experience in case management, project management, health promotion and workforce development. I am currently the Manager for Consumer Partnerships, Equity and Diversity for Western Health.
I volunteer because I want to learn more about governance of organisations providing these services. I want to be involved and contribute to the improvement and development of these services including identifying gaps and innovations to diversify and better the care provided. Joined: 2005 As a registered psychologist, I have experience in counselling and supporting families during times of grief and distress, understanding the needs and desires of people who have a chronic condition or disability, and an awareness of the difficulties and rewards of working in this field.
I hold a position as Adjunct Professor, Graduate School of Business & Law, RMIT University and I'm also a PhD candidate at Murdoch University
AMCS Board | AMCS ANNUAL REPORT 2013-2014
AMCS ANNUAL REPORT 2013-2014
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Mary Schloetzer
Paul Walec
Abbreviations
Director
Director
CALD
In my role as board member, I have seen the organisation change from a grass roots venture to a highly respected and energetic not for profit.
I work in the Property and Investment industry and I have a strong interest in Health Care, Housing and associated services. I joined the board to assist AMCS expand and accelerate its business model in becoming a leader in aged care and affiliated services in the broader multicultural community.
Culturally and Linguistically Diverse
I am proud of the great work that is undertaken and am inspired by the integrity and knowledge of the dedicated board members. Australia is a changing landscape and as such organisations like AMCS must be able to adapt to meet the needs and act on behalf of those less able to support themselves in times of anguish. AMCS does that admirably and I am proud to be a board member. Joined: 2002 I am a Senior Educator and Instructional Designer in the VET sector. Prior to this I worked as a publicist and marketing manager for mid-sized organisations creating various campaigns and communication strategies. Today, I love working with adult learners and try to combine my experiences with new learning technologies.
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I also sit, and am an advisor to other boards and I currently lecture at both Undergraduate and Post graduate University level.
AMCS Board | AMCS ANNUAL REPORT 2013-2014
Income
2014
2013
CDC Consumer Directed Care
CVS Community Visitor Scheme
Joined: 2007 I have over twenty five years experience in the areas of strategy, property/ financial/commercial services, asset and risk management and board governance. I have worked locally and internationally in senior and executive roles.
Statement of Income and Expenditure
DSS Department of Social Security
FVS Friendly Visiting Scheme
HACC
Government Funding
2,688,773
2,459,201
Community Projects
433,218
307,265
Income from Investments
80,631
Client Fees
118,127
110,767
Members Fees
250
255
Donations
1,607
658
Other Income
371,900
350,561
Total income
3,694,506
3,306,512
77,805
Home and Community Care
HCPP Home Care Packages Program
LGBTI
Expenses Advertising and promotion
27,691
13,788
Salaries and Oncost
2,686,829
2,211,878
Property Expenses
148,706
133,172
PAG
Volunteers Travel
31,523
27,266
Planned Activity Group
Direct Client Expenses
263,678
221,079
Administration and Other Expenses
352,333
309,870
Total Expenses
3,510,760
2,917,053
Surplus (Deficit)
183,746
389,459
Lesbian, Gay, Bisexual, Transgender and Intersex
Statement of Income and Expenditure | AMCS ANNUAL REPORT 2013-2014 
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THANK YOU AMCS wish to sincerely thank all of our funders for their generosity and financial contributions to the organisation during 2013/14: Australian Government
Victorian Government
Non- Government Grants Our sincere thanks also to the following trusts and foundations for their support of our programs: WIN Aged Care: Tailored Grant Funding of $16,500
Medicare Local: Granted $22,000 towards a Small Grant Project – Diabetes and Cardiovascular Disease, CALD Peer Support and Health Information Project
Victorian Multicultural Commission: Strengthening Multicultural Communities Grant of $5,500 towards a Turkish support project
Western Region Aged Care: Two grants totalling $31,982 towards purchasing computers and equipment for seniors and their carers
Alzheimer’s Australia: Granted $2,200 towards a memory lane cafe
Carers Victoria Respite Connections: Granted $2,500 for carer retreats
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Acknowledgements | AMCS ANNUAL REPORT 2013-2014
Top 10 Headlines | AMCS ANNUAL REPORT 2013-2014
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Australian Multicultural Community Services Inc. Maidstone Office: Suite 111, 44 - 56 Hampstead Rd, Maidstone, Victoria 3102 p: 03 9689 9170 f: 03 9687 7446 e: info@amcservices.org.au Geelong Office: 143 Princess Highway, Norlane, Geelong, Victoria 3214 p: 03 5275 2088 f: 03 5275 3488 e: info@amcservices.org.au
amcservices.org.au Inc. No A0048140C