Annual Report 2014

Annual Report

Year ended 30 June 2014

Our Purpose Transforming Lives By Expressing The Love Of Christ

Our Vision The Trusted Name In Life Transforming Care

Our R.E.S.P.E.C.T Values Each person is unique, loved by God, and worthy of respect, dignity and inclusion.

By respecting this individuality, we create strong and caring communities that value personal wellbeing - and each other.

When this respect is shared, it has the potential to transform lives. We value this respect in our clients, colleagues and our wider network and this is what we practice every day.

The BaptistCare RESPECT Values are presented as theme pages throughout this year’s Annual Report.

ABN 90 000 049 525

Annual Report 2013-2014 BaptistCare

1

Contents Our Chairman’s Report

2

Our CEO’s Report

6

Our Strategic Plan

8

Our Mission

10

Our Geographical Service Coverage

12

Working to Strengthen Our Christian Foundations

14

Working at BaptistCare

16

Our Volunteers

19

Community Services

21

Social Housing

26

Housing & Retirement Living

28

The Gracewood

30

Residential Services

32

BaptistCare Griffith

35

Home Services

36

70 Year Anniversary Celebrations

38

Our Members

40

Our Executive Committee

41

Our Board of Director’s

42

Financial Summary

44

Our Service Footprint

46

Our Valued Partners

48

The BaptistCare 2014 Annual Report is printed on Ecostar 100% Recycled Silk paper

2

BaptistCare Annual Report 2013-2014

Our Chairman’s Report

Dr Graham Henderson Chair of the Board

Transforming Lives By Expressing The Love Of Christ On behalf of the Board and staff of BaptistCare NSW & ACT, I take great pleasure in presenting the Annual Report for the year ending 30 June 2014.

The theme of this year’s Annual Report is ‘Care you can trust’. This is a bold promise that the organisation is making to our many thousands of clients, staff, volunteers and the families and communities represented by these groups. ‘Care you can trust’ is our heart’s desire for everyone whom BaptistCare serves. We do not hesitate or shy away from our commitment to this promise, acknowledging always that under God’s direction our individual and corporate efforts can and do have a significant impact on the lives we touch.

This promise to provide ‘Care you can trust’ was developed alongside BaptistCare’s new purpose statement, Transforming Lives By Expressing The Love of Christ. In our 70th year of service as an organisation this refreshed purpose statement recaptures the simplicity of the original 1944 mission statement, ‘Expressing the love of Jesus to those in need’, whilst bringing additional focus on transformational outcomes and acknowledging the broader client group that BaptistCare now serves.

As we reflect on what has been achieved throughout 2013-14, I am pleased to report that there is much to be thankful to God for across our network of services.

The Residential Services, Home Services, and Housing and Retirement Village aspects of our aged care operations continue to thrive as a

Annual Report 2013-2014 BaptistCare

significant outworking of the BaptistCare vision.

The Board extends its deep appreciation for the sacrifice and commitment demonstrated on a daily basis by the people who serve and contribute to the successful operation of these vital programs.

In particular this year we celebrate the successful integration into the BaptistCare family of the Angus Bristow Village, a retirement village at Narellan. We are also excited to witness the final stages of construction of the new 160 bed residential aged care facility at Griffith, ACT. Of equal significance is the work of Community Services as they reach out in support of people living with disadvantage, in poverty or on the margins of our society. These people continue to be at the heart of our purpose and therefore a group to which the Board remains firmly committed.

Volunteers continue to be an essential part of the fabric of our mission, enabling BaptistCare to offer ‘Care you can trust’ to our residents and clients across a broad range of activities.

As Paul reminds us in his letter to the church at Corinth, every single volunteer is valued and every contribution is important; ‘Don’t hold back, but throw yourselves into the work of the Master, confident that nothing you do is a waste of time or effort’ 1 Cor 15:58 As BaptistCare pursues its purpose to transform lives, we are once again indebted to our dedicated CEO and committed Executive Committee. I pay tribute to my fellow Directors, who, in a volunteer capacity have faithfully given so much of their time and continue to dedicate themselves to the oversight and strategic

3

direction of BaptistCare. I warmly welcome Judy Clendinning and Ian Jackson who joined the Board in December 2013 and who bring their unique gifting and expertise across the welfare and aged care sectors respectively to our discussions. I again express my gratitude to Judith Carpenter who, as Deputy Chair, has selflessly given me her support, wisdom and encouragement.

We acknowledge the financial support provided by the Federal and State Governments during the past year. As the Living Longer Living Better aged care reforms are implemented BaptistCare continues to strive to adapt to the funding challenges being presented while maintaining the highest standard of care for our residents and clients.

Finally, as you take the time to review this year’s Annual Report, acknowledging that the act of knowing and sharing life is integral for BaptistCare as a Christian organisation, I ask you to join with me in giving thanks to our gracious Lord for all that has been achieved. We commit the future to Him, confident that under God’s direction BaptistCare will continue to grow and prosper. We seek to leave an imprint of the love of Christ on the lives of those for whom we care; the elderly, people living with a disability, the poor, the marginalised and the underprivileged.

Dr Graham Henderson Chair of the Board

4

BaptistCare Annual Report 2013-2014

RESPONSIVE

We respond positively and thoughtfully to each other’s individual needs.

EMPOWERING Annual Report 2013-2014 BaptistCare

We value the freedom that comes from an improved quality of life.

5

6

BaptistCare Annual Report 2013-2014

Our CEO’s Report

The Trusted Name In Life Transforming Care This past year has been one of many significant milestones for BaptistCare as we have continued the process of ‘Shaping Our Future’. As a snapshot, this year has involved transition to the Living Longer Living Better aged care reforms, a change in company name from BCS to BaptistCare, a move to a new corporate office, and most significantly the launch of a refreshed brand.

Ross Low CHIEF EXECUTIVE OFFICER

As part of the brand refresh the organisational purpose, vision and values were reviewed. This process resulted in a new vision statement which provides BaptistCare with an aspirational goal; to be the trusted name in life-transforming care.

This vision also establishes a high benchmark for BaptistCare – to be positioned as industry leader.

The introduction of the Living Longer Living Better aged care reforms has been met with enthusiasm by our staff who embraced the various challenges this transition required.

I commend them for their active engagement and positive attitude that characterised the excellent response during this time of innovation.

This reform process has also involved the implementation of a new clinical care system, and the updating of our marketing and promotional materials and website to display our pricing structures.

I am pleased to report that the apartments at The Gracewood, Kellyville retirement living complex have been very well sought after with approximately two-thirds now sold. Plans are now being finalised to begin construction on additional apartments, as well as a 128 bedroom

Annual Report 2013-2014 BaptistCare

residential facility on the Kellyville site. In our provision of Social Housing we welcomed the completion of 15 new single bedroom units at Goulburn, bringing the total of new and existing units for this location to 71.

In the Home Services division rapid change is also being implemented as the sector transitions to a Consumer Directed Care model. BaptistCare has been fortunate enough to provide a pilot for these packages, an exercise that has positioned us well for full implementation by June 2015. A highlight for this past year has been the Stronger Carer’s program which has provided welcome support and encouragement for dementia carers.

During this last year our Community Services programs have continued to address multiple and complex needs of people experiencing disadvantage and distress. These vital programs have included social housing support, social inclusion, counselling and chaplaincy.

All of these achievements would not have been possible without the ongoing commitment, dedication and passion of the many staff and volunteers across NSW and the ACT who continue to serve our clients’ care needs.

I also want to acknowledge the contribution made by the Executive Committee at BaptistCare over this past year. Their continued support and commitment to the purpose and vision of BaptistCare is vital in enabling us to grow and develop to be a leading not-for-profit service provider.

Alongside the Executive Committee I want to thank our Board of Directors who devote many hours in their support of the Organisation and as they chart the strategic direction for BaptistCare.

7

Lastly, thank you to all our members, church partners, donors, and corporate supporters for the vital role you play in promoting and sharing the mission of BaptistCare.

I hope as you read this Annual Report you can embrace the commitment we share in seeing genuine wellbeing achieved for our clients and their families and carers, as well as for our many staff and volunteers who serve so willingly day by day. It is through these many acts of service, the majority never seen or acknowledged, that we see Care you can trust demonstrated.

Ross Low Chief Executive Officer

8

BaptistCare Annual Report 2013-2014

Our Strategic Plan

Our strategic focus areas will be:

The BaptistCare Strategic Plan sets the direction for the organisation for the period 2013 to 2017, taking into account the key trends in society, along with the challenges and opportunities that are before us as a care provider. The plan will be reviewed annually and any changes considered necessary will be submitted to the Board of Directors for approval.

4. Developing High Performance Teams of People

The Plan identifies strategic priorities, provides direction for growth and change, and aligns the organisation behind our Purpose, our Values, our Vision and Positioning, and our Brand promise of ‘Care You Can Trust’. The Plan also informs our key stakeholders, including our supporting churches, government departments, resident and industry groups, our clients, carers, staff, donors, volunteers and Company Members.

The Plan will focus our service areas on how they can best serve our primary client groups: • Older people and their carers • People living with disadvantage and distress • M arginalised people requiring housing and support

1. Expressing the Love of Christ 2. Delivering Life-Transforming Client-Centred Care 3. Building Strong and Caring Communities

5. Enabling Sustainable Operations Our strategic priorities will be: 1. Expressing the Love of Christ by:

1.1. Demonstrating our Christian Purpose in all that we do;

1.2. Offering Hope to people living in disadvantage and distress;

1.3. Supporting concessional clients in our programmes;

1.4. Providing Chaplaincy services to all our clients, and people.

1.5. Demonstrating Servant Leadership in our relationships and actions;

1.6. Living out our RESPECT values in our relationships and behaviour;

2. Delivering Life-Transforming ClientCentred Care by:

2.1. Successfully delivering on our ‘Care You Can Trust’ brand promise throughout the organisation;

2.2. Implementing our RESPECT values at the core of our approach to delivering services;

2.3. Developing and implementing ClientDirected Care services that focuses on

Annual Report 2013-2014 BaptistCare

the needs, expectations and preferences of clients;

4.2. Fostering positive attitudes and active engagement in all we do;

2.4. Providing a continuum of care to clients across the BaptistCare business streams within geographic clusters;

4.3. Creating safe working environments for all staff and volunteers;

2.5. Improving the quality of our Customer Service through standardised and centralised approaches;

4.4. Developing career pathways that enable staff to fulfil their career objectives;

2.6. Developing Dementia & Palliative Care services that can be applied across all aged care locations.

4.5. Delivering leadership development programmes that help managers to build healthy and productive teams;

4.6. Ensuring sufficient attraction and retention of suitably qualified and skilled staff and volunteers to meet business requirements.

2.7. Using evidence-based research to strengthen our provision of clientcentred wholistic care.

9

3. Building Strong and Caring Communities by:

5. Enabling Competitive and Sustainable Business Operations by:

3.1. Creating safe, welcoming spaces for clients which enable social inclusion;

5.1. Implementing a comprehensive risk management framework;

3.2. Developing a continuum of service integrated housing that addresses the need for Crisis, Social and Affordable Housing for the disadvantaged in our community;

5.2. Improving financial performance through achieving agreed operational benchmarks, reducing corporate costs, improving income and growing services in targeted areas;

3.3. Developing and expanding our range of service integrated Housing (village) options for older people within our geographic clusters;

5.3. Building efficient and effective support teams and systems that help facilitate improved operational performance;

3.4. Developing and expanding our Residential Aged Care portfolio while meeting regulatory standards and client needs.

5.4. Meeting our regulatory obligations that arise from safety, accreditation and quality standards, and the aged care reforms;

5.5. I dentifying and developing our core competences as an organisation.

4. Developing High Performance Teams of People by:

4.1. Embedding our RESPECT values into our relationships and behaviour;

10

BaptistCare Annual Report 2013-2014

Our Mission At the heart of BaptistCare’s mission is a desire to reach out to the ‘least of these’ as described by Jesus in Matthew 25.

For BaptistCare this includes those who are living with disadvantage or misfortune, but also those who are not able to make ends meet with or despite the benefits they are eligible for.

BaptistCare also invests in a range of activities above and beyond our direct care activities as we sow into the lives of people and essential programs.

In this section of our report we capture and celebrate the various initiatives that BaptistCare is undertaking as a direct outworking of our purpose, vision and values.

Support for Residents & Clients Across our network of residential aged care facilities BaptistCare serves some 2000 residents in 20 facilities. A diverse range of people make up this group of residents, each with different backgrounds and financial capacities.

In the past year 39% of residents were classified as ‘supported’ residents, meaning that they do not have the assets or income to pay the fees that are otherwise charged to ‘unsupported’ residents.

Similarly, as we serve 1670 Home Services clients with packaged care services, we are aware that many are struggling financially. On a case by case basis, BaptistCare regularly assists clients by subsiding fees for those who do not have the means to pay the full fee percentage from their pension. Over the past year BaptistCare has supported approximately 20% of our clients who are receiving packaged care allocations, in this way.

Social Housing & Supported Accommodation Many communities are experiencing multiple disadvantages and those who are at the highest risk include people who are unemployed, the homeless, people dependent on pensions and benefits, sole parents, women and children

escaping domestic violence, and people from Aboriginal and Torres Strait Islander backgrounds.

To support those requiring housing assistance BaptistCare provides Social Housing at Goulburn, Lismore, Springwood and Five Dock. BaptistCare also provides supported accommodation for women and children escaping domestic violence in two locations, which remain confidential to ensure these programs provide safe and secure accommodation.

This year, fifteen new community housing units have been completed in Goulburn, and planning has commenced for a further twenty new units to be constructed in Lismore.

Microfinance Assistance Microfinance loans are a key strategy in assisting people who are financially excluded, enabling them to escape the debt spiral promoted by predatory lenders, and to achieve financial safety, resilience and wellbeing.

In addition to providing impressive financial outcomes, microfinance loans deliver significant social outcomes, promoting a sense of confidence, self-worth and hope. BaptistCare is the second largest provider of microfinance loans in Australia and reached a wonderful milestone in 2014, exceeding $4 million in total loan value since the commencement of this service at Warilla North in 2007, with a total of $2.03 million provided through the No Interest Loan Scheme (NILS) and $2.26 million through low interest loans (StepUP).

The development of NILS customised for women escaping domestic violence demonstrates the commitment of BaptistCare to pursuing innovation so that more clients can be assisted.

Community Development Seeding Grants Through Connect Grants of up to $3000, BaptistCare partners with Baptist Churches in NSW and ACT as they seek to reach out into their community to express Christ’s love in practical and relevant ways.

Since 2002, BaptistCare has provided more than $420,000 to 99 churches in support of new community initiatives. Many of these projects have blossomed into longer-term initiatives

Annual Report 2013-2014 BaptistCare

that are making a significant impact in local communities.

Chaplaincy Chaplaincy is an important dimension in our care of the whole person. Community Services provides direct chaplaincy access in a number of our BaptistCare programs including social housing sites at Goulburn, Five Dock and Lismore, and community centres at Mayfield and Port Kembla.

Spiritual care is also provided through ‘civil chaplaincy’ in hospitals, corrective services and juvenile justice, on behalf of the Baptist denomination. Our footprint in civil chaplaincy has been extended in 2014, with the appointment of our first chaplain in Bathurst Correctional Centre.

In Residential Services, Home Services and Retirement Villages, BaptistCare provides Chaplains for clients and residents, and also their families. At our Residential Aged Care Facilities and Retirement Villages, a chaplain is provided at each facility as an integral member of the care team, providing a ministry of presence with large group gatherings but also one-on-one friendships as relationships develop.

Across our Home Services network our chaplains seek out and visit as many people as they can amongst our 8000 plus clients. BaptistCare has plans to extend this provision of care through the training and deployment of volunteer pastoral care visitors.

Finally, BaptistCare chaplains also support our staff and volunteers on a daily basis as they work together throughout NSW and the ACT.

11

Staff and Volunteers BaptistCare’s most valuable resource is its many thousands of staff and volunteers. Investing in the development of our people has a direct benefit for the individuals and teams involved, but also helps BaptistCare move closer to its vision to be the trusted name in life-transforming care. We believe as we care for our staff and volunteers they will each be inspired and empowered in their care for others.

This year we have invested in our people through a Registered Nurse graduate program, through Exceptional Client Engagement customer service training, through Leader as Coach training workshops, and through various training scholarships that BaptistCare has made available to staff.

BaptistCare continues to reach out with compassion to our clients, residents and their families, as well as investing in our valued staff and volunteers. We are thankful that with God’s provision we are able to fulfil our mission imperative to serve those in need and to provide life-transforming care to those entrusted to us.

12

BaptistCare Annual Report 2013-2014

Geographical Service Coverage

11 38 52

9

60

8

10

17

59

6

14

24

65 28

25 16

21

43

39

47 12 13

46

66

3

5 20 45 67

30 41

36

55 18

7

63

64 53 34

27

33 31

37

GREATER SYDNEY

57

32

19

42

49

26

61

4

50 44

15

23

29

22

40 62

35

54

58 56

1

51

48

KEY Areas we service in NSW Areas we service in Sydney Areas we service in ACT 1. ACT 2. Ballina 3. Bathurst 4. Bland 5. Blayney 6. Bogan 7. Boorowa 8. Bourke 9. Brewarrina 10. Broken Hill 11. Byron 12. Cabonne 13. Carrathool 14. Central Darling 15. Cessnock 16. Cobar 17. Coonamble

18. Coolamon 19. Cootamundra 20. Cowra 21. Dubbo 22. Dungog 23. Forbes 24. Gilgandra 25. Gloucester 26. Gosford 27. Goulburn Mulwaree 28. Greater Taree 29. Great Lakes 30. Griffith 31. Gundagai 32. Harden 33. Junee 34. Kiama

35. Lachlan 36. Leeton 37. Lockart 38. Lismore 39. Maitland 40. Mid Western Regional 41. Murrumbidgee 42. Narrandera 43. Narromine 44. Newcastle 45. Oberon 46. Orange 47. Parkes 48. Palerang 49. Lake Macquarie 50. Port Stephens 51. Queanbeyan City

52. Richmond Valley 53. Shellharbour 54. Shoalhaven 55. Temora 56. Tumut 57. Upper Lachlan 58. Wagga Wagga 59. Warren 60. Walgett 61. Weddin 62. Wellington 63. Wingecarribee 64. Wollongong 65. Warrumbungle 66. Wyong 67. Young

2

Annual Report 2013-2014 BaptistCare

13

Greater Sydney Local Government Area Service Coverage

HAWKESBURY

HORNSBY

BAULKHAM HILLS

BLUE MOUNTAINS

PITTWATER

HUNTERS HILL KU-RING-GAI

WARRINGAH

BLACKTOWN

MANLY RYDE

PENRITH

WILLOUGHBY LANE COVE

PARRAMATTA

AUBURN BURWOOD LEICHHARDT ASHFEILD SYDNEY CITY STRATHFEILD MARRICKVILLE CANTERBURY

LIVERPOOL

BANKSTOWN

ROCKDALE HURTSVILLE KOGARAH

CAMDEN

SUTHERLAND

WOLLONDILLY

CAMPBELLTOWN

MOSMAN

CANADA BAY

HOLROYD

FAIRFEILD

NORTH SYDNEY

BOTANY BAY

WOOLLAHRA WAVERLY

RANDWICK

14

BaptistCare Annual Report 2013-2014

Working to Strengthen Our Christian Foundations

BaptistCare NSW & ACT was formed in 1944 with the vision of expressing the love of Jesus to people in need, and in 2014 this calling remains at the very heart of our organisation. During 2013-14 BaptistCare has worked to strengthen our commitment to our Christian Foundations through partnerships at a National, State, and local level.

At the National level BaptistCare is active as part of the Baptist Care Australia network. Baptist Care Australia is the peak body representing Baptist Care agencies in each of the states and territories throughout Australia. BaptistCare is represented on this board by the CEO, a Secretary, and through chairing and participating in Circles of Excellence working groups. In June 2014 BaptistCare was the host to the Annual Baptist Care Australia Conference, held in Canberra this year with the theme ‘Shaping Our Future.’ BaptistCare is also very active with the NSW & ACT Association of Baptist Churches.

This Association represents Baptist Churches throughout the State and Territory and is headed by a Council on behalf of the Assembly. The CEO of BaptistCare is a member of the Association leadership team which allows representation of BaptistCare as an agency but also input from the Baptist churches into the direction of our organisation.

Annual Report 2013-2014 BaptistCare

PARTNERING WITH CHURCHES BaptistCare has partnered with churches through the following key ministries: BaptistCare Sunday and Promotional DVD BaptistCare Sunday is designated for the first Sunday of November each year. Baptist churches in NSW and ACT were sent a copy of the DVD, a quantity of bulletin covers and reproducible prayer information sheets with a theme of engagement. Opportunities for people to pray, give and volunteer in support of BaptistCare ministries were highlighted and a number of staff were also invited to speak at churches.

BaptistCare Connect Grants Through Connect Grants of up to $3000, BaptistCare partners with Baptist Churches in NSW and ACT as they seek to reach out into their community to express Christ’s love in practical ways. Since 2002, BaptistCare has provided more than $420,000 to 99 churches in support of new community initiatives. In November 2013, 8 churches received a grant to assist in the development of community-focused ministry projects.

• Ashmont Baptist Church In partnership with Wagga Wagga Baptist Church, ‘The Coffee Drop’ will provide a safe place in the church complex situated in the heart of Ashmont, for people to receive social and emotional support.

• Community Life Church Cherrybrook Single Parent Workshops offer single parents an opportunity to discuss issues specific to their situation and to gain new skills to cope with very stressful situations.

• Gymea Baptist Church Seasons for Growth – Adult Grief and Loss support, a grief and loss education program, aims to build resilience and promote the social and emotional wellbeing of adults as they adapt to changes in their lives such as death of a partner or family member, separation, divorce, unemployment or other major loss experiences.

15

• Kariong Community Baptist Church Working with the local Women’s Refuge in the area, the church community prepare ‘Pamper Packages’ which are given to woman who arrive at the refuge after leaving a situation of domestic violence.

• Medowie Baptist Community Church The Medowie Clubhouse seeks to engage young people from all socio-economic groups with a particular focus of building positive relationships with single parent and fatherless young people.

• Riverstone Baptist Church The Bridge Café was established to provide opportunities for church family members to develop relationships with members of the school community and support them through the church ministries of love and service which can help them in their situation.

• The Entrance Baptist Church A Parenting Courses project conducting 15-18 week training programs is targeted at parents with toddlers to primary age children, seeking to motivate and equip parents in their vital role of raising families to build strong family units.

• Yass Community Baptist Church The Mobile Op Shop Bus provide quality second hand products to people living in the two shire areas, providing tea and coffee and an opportunity for people to sit and talk with church family members and others in the local community due to their social isolation.

To learn more about this program, please visit https://baptistcare.org.au/get-involved/partnerwith-baptistcare/baptistcare-connect-grants/

16

BaptistCare Annual Report 2013-2014

Working at BaptistCare “Culture does not change because we desire to change it. Culture changes when the organisation is transformed – the culture reflects the realities of people working together every day” – Frances Hesselbein, President and CEO of the Frances Hesselbein Leadership Institute.

BaptistCare has undergone significant transformation in the last year, including changes to the organisation’s structure and identity, as well as industry-driven reform and change.

Our 4000 employees have taken up the challenge of change management, and as such, the culture of the organisation has continued to successfully solidify and strengthen its culture of care you can trust.

Encouraging active engagement and a positive attitude has been key to this success, while the organisation’s new cultural aspiration has reminded employees to be friendly, be curious and be active.

Exceptional Client Engagement BaptistCare renewed their focus on customer service this year by conducting two-day development workshops for employees serving in frontline customer management roles.

As we move into an increasingly competitive environment across the various services and industries the organisation operates within, BaptistCare needs to continue equipping and enabling all of our employees with the skills they require, maximising the experience of all our customers.

The workshops have assisted employees to have understanding of who they are, what they know and how they act; a balance of ‘self’ and ‘skills’, which together produces healthy and effective client-centred engagement.

Two hundred employees were encouraged to treat people the way we all want to be treated as a reflection of a Christ-like servant nature, to demonstrate personal vocation in speech and

action that this is more than ‘just a job’, and to work together seamlessly by having positive conversations to continuously improve the standards of client service.

The commitment to exceptional client engagement is an integral part of BaptistCare’s Purpose, Values and Promise, particularly with our emphasis on RESPECT as a guiding principle in delivering exceptional care.

In late 2014, the workshops will be condensed into half day sessions, and rolled out across the organisation for all employees in the following year.

The Voices of BaptistCare Employees BaptistCare’s first stage of its Home Services Transition Project (see page 36) has included the mobilisation of Care Facilitators by relocating employees to home-based offices and empowering them with the latest technology.

Mobilising this group of employees has been a significant assignment, and in addition to having a remarkable impact on the quantity and quality of client care, employees have reported increased job satisfaction through this project.

Care Facilitators play an instrumental role in BaptistCare’s service delivery model, driving the process that ensures clients fulfil their personal goals of wellbeing and independent living, while supporting, guiding and supervising frontline staff who deliver care and services to clients.

This change hasn’t necessarily been easy for all our Care Facilitators, with some of our employees having worked within an office environment for the majority of their professional lives. However, employees have risen to the challenge of home offices and new technology, showing commitment, engagement and professionalism.

They share their experiences below.

“One of the best benefits of working in a home office is that commuting involves no more than a few steps to the study/home office and that leaves more time for productivity.”

Christine, Baptist Care Home Services – Northern Sydney

Annual Report 2013-2014 BaptistCare

17

Workplace Gender Equality “Loving my home based office. I’m more accessible to my staff and I’m seeing more clients. Saving 1.5hrs a day travelling has made a big difference to me and my family.

Happy camper here.”

Cindy, BaptistCare Home Services Murrumbidgee “The mobilisation and remote access to technology gives me a professional edge; allowing me to spend more quality time with my clients, work more efficiently and be better connected with my work.”

Gaye, BaptistCare Home Services – Northern Sydney

During this year BaptistCare submitted our annual report to the Workplace Gender Equality Agency regarding the organisation’s workplace profile for the period of April 2013 to March 2014.

In completing this report we are reminded how 4,000 employees have continued to make a significant contribution to the organisation. We are proud of the high proportion of women participation in our workforce (83%), well represented on all levels of the organisation, including across all levels of management (73%) and professionals (80%), whilst still aiming to increase at the Executive level.

Through ongoing innovative workplace programs we will continue to focus on attracting, developing and retaining such a valuable workforce.

18

BaptistCare Annual Report 2013-2014

SUPPORTING

We believe safety and security is our responsibility – and a shared priority.

Annual Report 2013-2014 BaptistCare

19

Our Volunteers 70 Years of Volunteers Volunteers Make All the Difference Every day across our network of services volunteers make themselves available to serve clients and staff in a multitude of roles. Many bring skills and experience that helps to compliment the teams they work within. Many come just willing to assist in whatever way they are required.

Increasingly we are discovering the incredible value of volunteers due to the special time they have available to engage with our clients and staff. Volunteers come alongside of care staff, who each day are doing their best to balance the demands of providing care and completing tasks required of their role. Volunteers bring value and additional care by contributing time and availability to connect with our clients in a deep and meaningful way.

This service occurs in our Residential facilities and Retirement Villages, through our Home Services programs, and through our Community Services projects across NSW and the ACT. The variety of roles that volunteers undertake is as broad as the diverse range of experience and skills that volunteers bring when they become involved.

At times there is a role that we need support or assistance for, and at other times we love to utilise the special or unique expertise that people have acquired and offer to us.

Through this companionship and social support, volunteers become an integral part of our care offering, and a significant contributor to our promise of Care you can trust. For this reason, we celebrate each of the volunteers at BaptistCare, and the significant contribution they make on a daily basis.

“Those that serve join a long list of faithful and committed volunteers going right back to BaptistCare’s inception in 1944. In this way we acknowledge and celebrate 70 years of Volunteers, each doing their part to help transform lives by expressing the love of Christ.”

This year we gave recognition to our volunteers through National Volunteers week in May, and through International Volunteers Week in December. Both of these dates become a trigger to invite volunteers to locally coordinated celebration lunches and morning or afternoon teas. Small gifts of appreciation were presented, along with recognition and special achievement awards.

During this year we have also begun a review of our strategy for volunteers, with a report and recommendations anticipated by September 2014. This review is an acknowledgement that although BaptistCare enormously appreciates and values our volunteers, we know that we can always do better. The strategy review is covering all aspects of our program including recruitment, applications and probity checks, orientation and training, supervision and recognition. Our hope is that with a clearer understanding of the needs of volunteers that we can continue to develop a program that will offer excellent support and long-term attraction.

Finally, we would like to extend a huge vote of thanks to each and every one of our amazing volunteers. You make all the difference!

20

BaptistCare Annual Report 2013-2014

PERSONAL SOLUTIONS

We understand that no one-size-fits-all and we embrace this individuality.

Annual Report 2013-2014 BaptistCare

Community Services Following a strategic review, Community Services (formerly LifeCare) has consolidated its portfolio of services available to assist clients living in communities of disadvantage. We are focussed on enabling our clients to achieve increased levels of safety, resilience and wellbeing through the core service areas of counselling, chaplaincy, social and financial inclusion and social housing support.

Our core competencies in addressing domestic and family violence span across several service types; expressed in our commitment to provide supported accommodation, offer specialised counselling and group work, work with victims and perpetrators (including facilitation of a NSW network for a small number of agencies who have male perpetrator programs), offer early intervention/preventative strategies such as the Pathways to Parenting program, provide DV training resources and workshops to support the sector (including the Not In My House DVDbased resource) and develop new specialised programs in response to identified gaps.

In response to the multiple and complex needs that impact clients experiencing disadvantage and distress, Community Services has developed stronger connections between services, both within our organisation and by establishing new linkages with related programs offered by other providers. This integrated service model is delivered through clusters of services. Wallsend Community Centre, a partnership with Wallsend Baptist Church, is a clear example of the power of “joined up” services in supporting clients.

21

In March 2014, the BaptistCare Community Centre at Wallsend celebrated the milestone of feeding more than 150 people in one lunch sitting. This experience has now been repeated a few times and highlights the benefits of our broader approach to food support, including the integration with low-cost grocery provision on the same site. The meal provision is being supported by a successful hospitality/catering job seeker training program, operated by Salvation Army Employment Plus. Volunteer involvement and church partnership are vital dimensions in developing and supporting service clusters.

Our Community Services’ approach is based on the model of Jesus himself, who was present with people in their neighbourhood, listened to understand and responded appropriately at their level, calling on their strengths and potential.

As the love of Christ is expressed, the lives of people trapped in a spiral of disadvantage and robbed of opportunity and choice, are changed.

The changes may seem small to an outsider. A stronger sense of belonging. People knowing your name. An opportunity to contribute. A dawning hope for the future. Yet the changes are real. Many of our clients meet our staff and volunteers feeling unsafe – physically, emotionally and financially. We work to change that reality, ensuring that safety is a high priority.

BaptistCare now has seven community centres; safe welcoming spaces located in communities of disadvantage in Mayfield, Wallsend, Windale, Dubbo, Wellington, Port Kembla and Warilla North. In addition we are seeking to add other services to our existing commitments at Goulburn and Bankstown.

BaptistCare provided emergency relief to people in crisis in 2013-14, including supporting people in financial crisis, at an estimated cost of $1.3 million. This support included the provision of: • M ore than 41,000 nutritious meals to people living with financial hardship and food insecurity.

• 2 730 food parcels/vouchers to meet immediate crisis food needs.

• L ow-cost groceries to people struggling with financial hardship (more than 30,000 visits to our four stores offering food support).

22

BaptistCare Annual Report 2013-2014

• M ore than 250,000 free cups of coffee and tea in safe, welcoming, drop-in spaces.

• S upport to more than 4200 clients experiencing forms of financial exclusion (including microfinance loans, financial literacy and referrals).

• R eferral support to more than 3200 clients to address specialist needs.

• C ase management support for more than 2400 clients with complex needs.

• I ntensive tenancy support to more than 1000 clients.

• C ounselling support to more than 1400 people dealing with family relationship issues, domestic and family violence and other personal trauma (with 75% of these clients having incomes of less than $24,000 and therefore not charged fees).

• A fter-hours mobile assertive street outreach and feeding of more than 2400 people.

• P ractical care, including crisis accommodation, clothing, blankets, food, bedding, shower and laundry facilities, household packs, toiletries, transport support, petrol, payment of scripts and support to meet unpaid bills.

By addressing the crises many people face and helping them to achieve safety, we can assist them with medium and long-term strategies to improve resilience; stability in the face of challenges and wellbeing; a sense of wholeness that reflects the full life God promised.

A female client at our Community Centre at Port Kembla (Darcy House) had been attending the service for three years. *Lorraine (not her real name) had previously described her lifestyle as ‘chaos’. During this time, Lorraine had been case managed and a number of issues were addressed - financial control, alcohol and drug use and homelessness. Lorraine is a street-based sex worker and needed our staff to advocate on her behalf to numerous other services as she felt she was not being listened to. Lorraine was settled in a boarding house (facilitated by the Community Centre team) and is feeling ‘more in control’ of her drug and alcohol issues and finances.

Chaplaincy is an important dimension in our

care of the whole person. Community Services provides direct chaplaincy access in a number of our programs, including social housing sites at Goulburn, Five Dock and Lismore, and community centres at Mayfield and Port Kembla.

Our chaplains are often a part of a client’s emotional and spiritual journey when they have no one else to talk to. Spiritual care is also provided through ‘civil chaplaincy’ in hospitals, corrective services and juvenile justice, on behalf of the Baptist denomination. Our footprint in civil chaplaincy has been extended in 2014 with the appointment of our first chaplain in Bathurst Correctional Centre.

The 2014 Measuring Financial Exclusion in Australia report, commissioned by National Australia Bank (NAB) and conducted by the Centre for Social Impact, found that more than three million adult Australians do not have access to a moderate amount of credit, a basic transaction account or do not have general insurance. Microfinance loans are a key strategy in assisting people who are financially excluded, enabling them to escape the debt spiral promoted by predatory lenders, and to achieve financial safety, resilience and wellbeing. In addition to providing impressive financial outcomes, microfinance loans deliver significant social outcomes, promoting a sense of confidence, self-worth and hope. BaptistCare is the second largest provider of microfinance loans in Australia and reached a wonderful milestone in 2014, exceeding $4 million in total loan value since the commencement of this service at Warilla North in 2007, with a total of $2.03 million provided through the No Interest Loan Scheme (NILS) and $2.26 million through low interest loans (StepUP).

NILS and StepUP are great examples of collaboration between not-for-profit organisations, government (State and Federal) and corporates. We are particularly grateful to our key partners for their continuing assistance – Good Shepherd Microfinance,NAB, the Department of Social Services and the NSW Office of Fair Trading. BaptistCare also offers specialised loans for assisting women and children escaping domestic violence (DV) to cover essential items they need to start a new

Annual Report 2013-2014 BaptistCare

ENRICHING

We ensure everyone’s personal and shared environments are comfortable, nurturing and positive places to be.

23

24

BaptistCare Annual Report 2013-2014

life. Women may leave a violent and abusive relationship to start afresh in a new home but find they have no furniture, whitegoods or reliable transport. The no interest loans program DV NILS is now provided at three sites in Sydney and the Central Coast, and the contribution to client wellbeing is being measured. DV NILS allows women to decide for themselves what is essential in order to escape into a safe environment.

Anna* (not her real name) was referred to BaptistCare from a local women’s refuge after she left her partner following years of living in fear. Her partner terrorised her and her children using control and isolation tactics. He had hidden cameras and listening devices installed, monitored Anna’s eating, denied the family access to basic medical treatment, and prevented Anna from speaking her first language to the children. His

verbal abuse kept the family in fear of what he would do next. The abuse continued on after their separation. The children became an instrument of control as Anna’s partner withheld toys unless they attended contact visits. Anna made an unusual NILS application through BaptistCare for a supply of Lego. Replacing the Lego so that the children had their own toys at their mother’s house meant they were able to engage creatively and freely in an activity they loved, particularly for her youngest child, who lived with autism and who used toys as a positive tool to express himself. Anna’s children said they felt safer and could have fun without ‘feeling bad anymore’.

The development of NILS customised for women escaping domestic violence demonstrates the commitment of BaptistCare to pursue innovation so that more clients can be assisted. Studies by the parent organisation for microfinance loans in Australia, Good Shepherd Microfinance, indicate that only 6% of the potential market for NILS is being catered for. Together with NAB, Good Shepherd Microfinance has set a goal of reaching one million Australians with their microfinance products and services by 2018.

Annual Report 2013-2014 BaptistCare

Expanding the reach of affordable financial products is a high priority for BaptistCare and the aim is to enable clients to move beyond crisis mode, to realise their own economic wellbeing and to feel in control of their own finances and lives. Volunteers will be key in increasing the reach of microfinance.

Our commitment to supporting people experiencing homelessness included involvement in the Government’s Reaching Home initiative in Newcastle, through our Community Outreach Team (COT). Due to NSW Government funding changes linked to the Going Home Staying Home reforms, the Reaching Home contract concluded on 30 June 2014, and apart from some limited transitional funding to support BaptistCare clients, no new funded homelessness services will be initiated in the 2014-15 financial year. We are proud of the diligent work of our Community Outreach Team, who established strong working relationships with Housing NSW, Legal Aid and NSW Health, and achieved impressive outcomes in assisting clients experiencing homelessness to move into safe, affordable and suitable housing.

After staffing and volunteer changes following a strategic review in 2013, our night mobile van StreetCare is now fully re-engaged with clients in Newcastle under its new service model.

Staff from the Community Outreach Team have been critical in this rebuilding process and will be missed when the COT contract concludes.

Sixty to eighty regular clients, as well as many new faces, now regularly attend StreetCare in Newcastle’s Civic Park each weekend.

Community Services has increased its capacity to understand both the changes that take place for clients as a result of participation in our current programs, and opportunities to develop programs to enhance client outcomes.

25

In September 2013, BaptistCare concluded involvement in supported accommodation for at-risk youth, involving strategic withdrawal from Leith House (Pennant Hills) and Pathways (Wyong). A farewell to Leith House dinner was held for current and former staff and residents on 11 September. It was very encouraging to see former residents speak positively of the impact of BaptistCare staff on their lives and to hear them talk of their plans for the future.

The property was returned to Housing NSW who reallocated Leith House to Link Housing.

A successful transition occurred at Pathways on 30 September from BaptistCare to another service provider identified through a tender process administered by Family & Community Services (FACS) - Challenge Community Services (CCS). This handover marked the end of 22 years of quality Out of Home Care to young people at risk. With this final strategic withdrawal successfully completed, Community Services has focussed on consolidating core service areas and positioning for growth.

Community Services has increased its capacity to understand both the changes that take place for clients as a result of participation in our current programs, and opportunities to develop programs to enhance client outcomes. Through a partnership with the University of Sydney Business School’s Innovation & Entrepreneurship Research Group, Community Services have utilised the StrategicFrame, an approach to understanding and measuring the value created by social enterprises. This grassroots approach draws on input from clients, staff and volunteers and has been applied to our suite of services at community centres located in Mayfield and Port Kembla. The insights gained through the StrategicFrame will assist BaptistCare in developing cases for donor support of Community Services, as a refreshed fundraising unit is established in the first half of the 2014-15 financial year, including a focus on major gifts and bequests.

26

BaptistCare Annual Report 2013-2014

Social Housing Many communities are experiencing multiple disadvantages. Those who are at high risk include people who are unemployed, the homeless, people dependent on pensions and benefits, sole parents, women escaping domestic violence, and people from Aboriginal and Torres Strait Islander backgrounds.

Despite investment in housing by government at Federal and State levels, affordable housing is still a major issue, particularly for older people who may not be able to afford a retirement village unit or private rental. There has been an increase in the number of older, single women who are homeless or at risk of homelessness.

A major issue for State Governments is the enclave of disadvantaged communities within their social housing estates. At this stage, most State Housing Authorities are facing financial challenges with old stock, a large maintenance backlog and social complexities driven by disadvantage.

Historically, BaptistCare has provided a range of housing to elderly people that have had the financial capacity to enter the retirement village of their choice. The organisation is committed to the provision of a continuum of housing opportunities for people that may have no income to those that may have the financial means to purchase their accommodation. There is a greater focus for BaptistCare to assist those most in need.

BaptistCare has two target groups for housing; the elderly, and women and children escaping domestic violence.

BaptistCare aims to maximise resident and client independence and choice. It’s not just a matter of providing the housing and some support or care services. It’s about supporting the overall spiritual and social wellbeing of the person, so that they’re connected to other residents, as well as being connected to the broader community, thus reducing the incidence of social isolation.

BaptistCare’s interest in service integrated housing derives from the ageing of the Australian

population, and the impacts of frailty on the capacity of people to manage the tasks of daily life in their home. While the majority of those in need of assistance live in the general community with care from formal services and/or family or other informal carers, an increasing proportion are choosing to, or need to, move into purpose built housing for older people that also offers accessibility and provides varying levels of support and care services.

Jayci, a resident of BaptistCare’s Social Housing, is thrilled with her unit.

“Since moving into the unit I now have a sense of security and comfort and I like the atmosphere of community spirit and the feeling of belonging,” she said.

BaptistCare’s targeted geographic locations for housing will be aligned with those locations where we offer Home Services programs, which is a substantial proportion of NSW, as well as the three priority locations (Wollongong, South West Sydney and Newcastle), where we provide support services to women and children escaping domestic violence.

The following programs are provided to our residents: • H ome Care Support Services, including basic domestic care through to high nursing care.

• N o Interest Loans Scheme (NILS), no interest loans to the disadvantaged to provide essential living items such as whitegoods.

• F ood Support, provides vulnerable people experiencing disadvantage with access to nutritional food.

• Chaplaincy services.

• C ounselling and Case Management Services for women and children escaping domestic violence, who are seeking to rebuild their lives in the context of safe and secure housing.

Fifteen new community housing units have been completed in Goulburn and planning has commenced for a further twenty new units to be constructed in Lismore.

BaptistCare will continue to deliver innovative housing and support solutions to our residents.

Our housing strategy is a platform and has

Annual Report 2013-2014 BaptistCare

a clear direction that provides a coordinated organisational response, enabling more people with housing needs within our communities to receive assistance. Safe, secure and affordable housing is not only required but an absolute necessity for those most disadvantaged and BaptistCare will continue to strengthen its working partnerships with government, churches, local communities, the corporate sector and current clients. Our Five Year Strategic Plan is to not only provide up to 500 housing properties, but an integrated housing and support solution that sustains tenancies and communities into the future.

27

28

BaptistCare Annual Report 2013-2014

Housing & Retirement Living BaptistCare’s Retirement Living model recognises the current and emerging need for a diverse range of service integrated retirement living.

We can utilise our Home Services to support older people in retirement living accommodation to stabilise their housing as they age, improve wellbeing and moderate their needs for higher levels of care in the future. This is especially vital at a time when low care aged care accommodation is progressively disappearing from the residential care system, which leaves frailer, older people with fewer options for housing.

BaptistCare aims to maximise resident independence and choice. It’s not just a matter of providing the accommodation and some support care services. It’s about supporting the overall spiritual and the social wellbeing of the person, so that they’re connected to other residents, as well as being connected to the broader community, thus reducing the incidence of social isolation.

The current Strategic Plan in relation to Retirement Living states: • P ursue development opportunities to expand our retirement living portfolio.

• V illages co-located with residential facilities will have development priority.

• A dditional stages of Gracewood Kellyville are built as justified by demand and sales.

• T argeted BaptistCare owned land is developed and new development opportunities have been sourced.

• S upport the transition from independent living with home services to residential services.

• S ervice integrated villages that provide support services which enable people to remain at home as their care needs change have been implemented.

• A dopt the principles and themes of the ‘Apartments for Life’ model and identify other appropriate models.

On 26 February 2014 BaptistCare purchased the Angus Bristow Village at Narellan, from the Hunters Hill Congregational Church. The village consists of 48 units, two houses, a residents’ recreation centre and a community hall/day respite centre. There is seven hectares of land in total, with ample land available for the possible future development of further village units and a residential aged care facility.

Master planning is currently being undertaken for the expansion of village units at the Warena site in Bangor, and the Maranoa site in Alstonville.

The proposed village site at Red Hill in Canberra has had a Development Application lodged, but has been subject to an appeals process and is currently the focus of a Supreme Court appeal hearing.

The Hayfield Village at Carlingford and the Orana Village at Point Clare have been winding down for closure over the past two years. Both these villages will be closed by the end of 2014.

The Gracewood opened in March 2013 with 73 apartments in stage one and associated club house and wellbeing infrastructure for the full 231 apartments. The remaining apartments will be delivered in future stages. Currently over 50% apartments are occupied in stage one and consideration is being given to the building of the second stage, consisting of 30 to 68 apartments.

Annual Report 2013-2014 BaptistCare

29

COMMUNICATING

We create open communication channels to build strong and mutually respectful relationships.

30

BaptistCare Annual Report 2013-2014

The Gracewood As the newest community living precinct in the Hills District, The Gracewood offers superior lifestyle choices for retirees in the area and sets a new, award-winning benchmark in contemporary retirement living.

Offering a choice of modern one, two, and three bedroom apartments, our vibrant community is nestled within the Cumberland forest and equipped with everything you need to live a full and active life, including a gym, spa, heated indoor pool, library, café, restaurant and bar.

With birds and nature at your front door, it’s contemporary living inside, and peace and tranquillity outside, each apartment capturing the vistas and aspects of our surroundings.

Visitors to The Gracewood are particularly delighted with the “generous nature of the living spaces”, the large open plan kitchen and lounge/ dining areas, and the large balconies which are often described as being “ideal for entertaining”.

Visitors are equally impressed by the “first class, resort-like facilities”, including our clubhouse, wellness centre and manicured lawns and gardens.

We often see our residents entertaining visiting family and friends, be it sampling 5-star cuisine in our restaurant, catching up for coffee in the café or taking a stroll in the open green spaces.

Our residents appreciate the sense of total security The Gracewood offers, particularly for those living on their own. And finally, people tell us they are reassured knowing BaptistCare owns and operates The Gracewood, so any decisions made will be with the best interests of the entire community in mind.

Essentially, The Gracewood provides a community lifestyle that frees residents from years of constant house maintenance within an environment that offers both privacy and social connection. In addition, residents can live independently or choose to call upon home care services should they ever need them.

The Gracewood will soon be home to a $25 million dollar aged care facility alongside the community living apartments.

Winner UDIA Award for Excellence in Seniors Living We are delighted that The Gracewood has taken out the Urban Development Institute of Australia (UDIA) Award for Excellence in Seniors’ Living. Announced on Friday 1 August at The Star in Sydney, the awards acknowledge projects that push the boundaries in innovation, sustainability and affordability.

Making the very best use of natural light, outstanding energy efficiency, and environmental responsibility, the end result is a development that offers environmental conscientiousness, cost consciousness and class all in one neat package. At the development’s core is the Humanitas principle, which focuses on balancing care with the opportunity to lead an active lifestyle.

“We are thrilled with this award, especially in such a highly competitive field,” said Mr Ross Low, Chief Executive Officer of BaptistCare. “It gives due recognition to the BaptistCare Board for their vision, and McFadyen Architects for their design, offering adaptability and linking with nature, together with the sense of community and vitality created by The Gracewood team and led by Penny Edwards.”

The judges appraised The Gracewood as an exceptionally well resolved, medium-rise seniors’ village. They commended the large apartments and clubhouse facilities for their “high competency in architectural and passive environment design, with good solar access and cross ventilation”, as well as first class internal finishes and external landscaping.

Call Maria Carew on 1800 116 550 to book an inspection appointment and find out more about a better way of living.

Annual Report 2013-2014 BaptistCare

31

32

BaptistCare Annual Report 2013-2014

Residential Services All that is old is becoming new again.

2013-14 was a year of significant milestones for BaptistCare’s Residential Services Division, and in many ways all that is old is becoming new again.

In the same 12 months the organisation celebrated the Diamond Jubilee of Yallambi - 60 years since the opening of our first facility; we also moved toward farewelling Morling Lodge, and planned the opening of a brand new 160 bed facility in Griffith, ACT. Such significant events remind us that residential aged care operates in an environment of constant change.

The 12 months we farewell delivered us with many challenges from all sides.

Age and circumstances saw us close the residential service at Lismore Maranoa Centre, with residents successfully relocated to nearby providers, and most employees also securing work locally. Changing client needs saw a new dementia and palliation strategy being further developed.

Our new electronic clinical management application named by BaptistCare as “IRIS� is being gradually implemented. IRIS is an electronic based system bringing contemporary best practice tools and governance to support our day-to-day resident care delivery. Our transition away from paper-based care delivery systems has now been successfully achieved for 441 residents (approximately 25%). To achieve this, in excess of 300 employees involved in direct care of residents have needed to acquire new skills and competencies to use IRIS as a fully integrated tool in their daily care delivery and management processes.

As a result of new fire sprinkler regulations coming into effect on 1 January 2013, plans were established for retrofitting fire sprinklers across all facilities, with work carried out in 8

BaptistCare facilities this financial year. These new regulations require automatic fire sprinklers to be installed in all new and existing residential aged care facilities in NSW, with all work to be completed by March 2016.

The 12 months ahead presents a vastly changing landscape in the area of residential aged care where the organisation will develop new projects and operational models of care.

Our facility in Griffith will be commissioned and officially opened. Read more about this on page 35.

Major refurbishments will be prepared across the BaptistCare residential portfolio, ensuring that ageing buildings and rooms are modernised and improved for residents.

Plans for a residential aged care facility will be developed alongside The Gracewood retirement living village at Kellyville.

In addition to the challenges of last year and the year ahead, we have witnessed possibly the most significant legislative changes to take place in aged care, in Australia.

The BaptistCare Residential Division has worked diligently to prepare the organisation for these Living Longer Living Better aged care reform changes.

The challenges we face see the management team continue to develop and progress the organisation, to maintain legislative compliance and to adapt to the changing population needs.

These tasks take time, resources and a special focus and draw our attention into managing the changes around us and improving the residential offering we have for our residents.

Upon reflection of the scope of change within residential care, it seems that while some names may change, uniforms may be updated, legislation modified, and even buildings closed, rebuilt and opened, nothing sees us deviate from our original mission of 70 years; providing care for those in need.

A period of such significant change for the organisation brings back into focus the origins and purpose of BaptistCare, to respond to needs by providing residential care to those who require it.

Annual Report 2013-2014 BaptistCare

With 40% of our residents being financially supported, BaptistCare continues to deliver residential care to those in need.

The more we change, the more our environment changes; the more we develop, expand and grow, the more we stay the same, forever remaining true to the ideals of the founders of this great organisation.

As we move forward into the unknown of the future of residential aged care in Australia, we know that no matter what changes are thrust upon us; BaptistCare will continue to deliver two fundamental principles.

33

Firstly, we will remain true to our values of RESPECT; respect for our residents and their families and for the team of people who deliver that care.

Secondly, we will remain true to a 70 year old promise, which in today’s terms is BaptistCare’s promise to provide care you can trust. In this way, all that is old is becoming new again.

34

BaptistCare Annual Report 2013-2014

TOGETHERNESS

Through team work we actively support each other’s shared goals and respect each other’s individual journey.

Annual Report 2013-2014 BaptistCare

BaptistCare Griffith BaptistCare Griffith has continued to take shape as an innovative, modern-looking facility, with significant construction advancements taking place over the last 12 months, leading to an anticipated completion of the development at the end of 2014.

Environmental and sustainable design initiatives feature heavily in the building’s design, including high levels of natural daylight, maximum solar gain and passive heating, water harvesting and reuse, as well as a zero emissions building target.

The facility also integrates state of the art assistive technology for residents, as well as a whole of building management system.

The development will feature landscaped gardens in order to craft the surrounding grounds into inspiring, tranquil pockets of nature for the enjoyment of our residents and their families.

35

Residents will have 360 degree access to the surrounding parklands and gardens.

The facility will be home to 160 residents, catering for seniors who have low care, high care and dementia care needs. Residents will be offered daily living activities, lifestyle and social programs, ageing in place and extra services, a premium range of lifestyle choices.

Each of the eight houses of the facility will be named after Federal, State or local parks located within or close by to the ACT, including Bemboka, Cotter, Yarralumla, Ulandra, Brindabella, Tinderry, Namadgi and Tidbinbilla.

To honour the late Rev G H Morling and BaptistCare Morling Lodge’s faithful service to the community for over 45 years, the facility’s chapel will be named Morling Chapel.

Builders, Denham Construction, began the development of BaptistCare Griffith in May 2012.

Residents will move into their new home in early 2015, followed by an official opening event.

As residents, staff, families and supporters prepare to welcome their new home at BaptistCare Griffith and farewell and acknowledge the life of BaptistCare Morling Lodge, two Thanksgiving Services will take place in late 2014, while a book celebrating the history of Morling Lodge will also be published.

Griffith development

36

BaptistCare Annual Report 2013-2014

Home Services This year has been one of growth and change within the Home Services Division. Operating as a new business stream for the last twelve months has seen some significant achievements as the organisation begins to prepare for the changes within our sector and build a strong foundation for the future of BaptistCare operating in a consumer driven environment.

Transition Project The Home Services Transition Project commenced in July 2013, heralding the need to prepare for the many changes from current legislative reform to aligning with organisational strategic decisions. A number of areas were identified for review including analysis of financial and operational performance, client preferences and the structures within Home Services.

The Project is predominantly focused on releasing the funds tied up in overheads and inefficient processes to maximise the income allocated to direct care, and to establish dedicated teams of staff who are focused on specific aspects of our mission.

The Project has focused on mobilisation, centralised intake and client engagement, enhanced rostering, caseload review and equipping our frontline staff with appropriate technology. The Project has applied a number of key principles across all five components including standardising and streamlining processes, basing decisions on extensive testing and data analysis, and maximising the understanding each level has in the business side of Home Services.

This year the Project has tested a mobilised model for care facilitators and now has six Services fully mobilised using the latest technology and supporting staff to establish

home-based offices. It has furthermore established a centralised intake model, testing and refining it through a pilot at Northern Sydney.

In the year ahead this model will be rolled out across all services, and will align with changes in this area for BaptistCare as a whole.

Transforming our rostering processes has also commenced, with the team determining strategic indicators and foundational principles for this area that are currently being tested through a pilot process. Technology for care workers has gone through initial testing and will continue through the coming year.

It has been an exciting year of learning, growth, and very significant change. The team is looking forward to the next year where we will be able to implement even more of our learning and enable care staff to be even more focused on the delivery of care you can trust.

LEAP for Life The Home Services Division had the opportunity to partner with the University of New South Wales in a LEAP for Life project at two of our sites; South West Sydney and Central Coast.

The project focus was a Lifestyle Engagement Activity Program where clients, care facilitators and care workers identified meaningful activities and goals that would improve client wellbeing.

The project has been very successful with several client goals achieved including a very special High Tea for a lady who loved socialisation, but through illness was limited in going out. She was thrilled to have a house full of guests.

Another client living on the Central Coast was a lovely gentle family man and a retired builder.

He enjoyed his garden and “mending� things for his family. He had a heart condition and he did not have much strength or stamina and tired easily. After a meeting and discussion with the LEAP change champion and his care worker it was discovered that he held a secret desire to paint landscapes. Resources were gathered and he was taken to some beautiful locations around his home to indulge in his new hobby. Our gentle builder passed away earlier this year, but his family have his very special artworks to keep.

Improved mobility as a LEAP goal was important

Annual Report 2013-2014 BaptistCare

for another group of clients. These clients were referred to the Healthy Ageing Training Sessions (HATS) program which they attended each week. They now have improved mobility, have decreased their falls risk and have made friendships that have grown outside of the group.

They are now meeting up on other occasions for lunches, coffee and telephone chats.

Stronger Carers Our Stronger Carers program, funded by the Australian Government, has registered 192 carers in metropolitan Sydney since it started in September 2013. Evaluation of the project by Alzheimer’s Australia shows that the program is reducing carer depression, stress and anxiety (76% carers), improving confidence in caring and using services (80% carers) and improving life changes as a result of caregiving (84% carers).

BaptistCare will continue to provide this free 6-10 week in-home coaching program for family carers of people living with dementia in metropolitan Sydney until March 2015.

Our Dementia Carer Coaches develop each carer based on their identified unique needs.

Stronger Carers provides coaching and caring skills, linkages to service, relaxation and stress management coaching and opportunities for social networking through ‘Care for a Cuppa’ Cafés.

Consumer Directed Care Project Consumer Directed Care (CDC) is a new way of providing package care.

It allows older people greater say and control about the types of care and services

37

they receive, how their care is delivered and who delivers it. BaptistCare is currently funded for 1670 home care packages of which 102 are currently provided as CDC. The remaining 1568 packages are required to be transitioned to CDC by 30 June 2015.

BaptistCare has been providing a small number of home care packages as CDC since the initial pilot was commenced in 2010. The project is focusing on developing and implementing a CDC model that maximises client choice and control, and ensures we have a sustainable pricing structure which is reflective of a competitive market.

A step in the right direction…

We are very proud of all the staff within Home Services who have managed to continue delivering exceptional care to our clients each and every day, in spite of all the change occurring within our sector and to our operational model. We look forward to the year ahead and continuing to prepare BaptistCare for a wonderful future in offering Home Services to the community.

38

BaptistCare Annual Report 2013-2014

70th Anniversary Celebrations 70 Years of Faith in Action Thousands of BaptistCare staff and local communities gathered across NSW and the ACT in March to celebrate the 70 year anniversary of BaptistCare and acknowledge the remarkable work of all our teams.

In Australia in the 1930s and 40s, growing older often meant growing poorer. In the grip of the Great Depression, when 30 per cent of people lost their jobs and many were evicted from their homes, the grim reality for many older women who had outlived their spouses was that of terrible poverty and hardship.

Deprivation and dislocation also meant many children had nowhere safe to come home to.

This was an untold story in Australia of struggling communities, fractured families and traumatised refugees. Support was badly needed.

In response to these urgent social issues and the Christianity that they passionately clung to, forward-thinking Baptist men and women began to dream of Baptist churches putting faith into social action. It was in 1944 that the ‘NSW

1944

NSW Baptist Homes Trust is officially incorporated.

1953

Yallambi, the Trust’s first aged care home is opened in Carlingford

Baptist Homes Trust’ officially began the work of serving the needs of the most vulnerable and isolated. Homes for elderly women and children were initially set up, followed by immigration support, refugee accommodation, opportunity shops, programs for prison inmates, domestic violence crisis support, community centres, social housing, chaplaincy, street outreach, food support, micro-finance loans; the list goes on.

During 1953, our first aged care home, Yallambi, was opened in Carlingford. Over the next two decades the NSW Baptist Homes Trust experienced significant growth with the opening of new facilities and services in Sydney, Canberra, Newcastle, Parkes and the Central Coast. This growth continued in the 1980s, with a strong focus on aged care as well as family and community services such as counselling.

In 1986, to capture our organisation’s expanding range of services, we changed our name from the NSW Baptist Homes Trust to Baptist Community Services (BCS). From the late 90s and the first decade of the 21st century, BCS moved through a period of rapid growth, with our organisation’s staff numbers tripling, along with a huge expansion in services and operating budget.

Now, in 2014 as BaptistCare, we are celebrating 70 years of service. We are thankful to God for the journey so far, and excited as we shape our future as the trusted name in providing life transforming care for our clients.

The heart of the NSW Baptist Home Trust was that people do matter, and 70 years later, Care you can trust continues to be the heartbeat of the organisation.

1957

1968

Niola, the Trust’s second aged care home, is opened in Parkes

Prime Minister Gorton opens Canberra’s first aged care facility, Morling Lodge

t

Annual Report 2013-2014 BaptistCare

1977

The organisation accepts responsibility for the Mt Druitt Counselling Service, beginning its participation in counselling services

1985 The Trust officially opens Caloola, in Wagga Wagga

1992

The Homes Trust becomes Baptist Community Services NSW & ACT (BCS)

2008

BCS lends its first microfinance loan from its community centre in Warilla North

2013

The Gracewood (retirement living development) is officially opened at Kellyville

2014

39

BCS becomes BaptistCare and celebrates 70 years of Care you can trust

40

BaptistCare Annual Report 2013-2014

Our Members

advocates or champions for BaptistCare with their church and encourage support through prayer, volunteering and giving.

Since 1944, BaptistCare has been committed to partnership with Baptist Churches and their members. Our ministry covers a broad spectrum of welfare work.

The teachings of Christ continue to be our guide in the provision of care, stewardship of resources and in our relationship with those who may be involved with us in His work.

For more details about BaptistCare membership, please contact the BaptistCare Church Relationships team: [P] 1300 275 227 [E] ask@baptistcare.org.au Our Honorary Life Members

Year of Award

Mr Ron Robertson (Secretary Emeritus)

1984

Mrs Shirley Ives

1992

Miss Lola Cousemacker OAM

1997

Mrs Margery Field OAM

1997

Mrs Shirley Lindner

1997

As a not-for-profit company limited by guarantee, membership in a variety of forms is available to all members of churches affiliated with the Baptist Churches of NSW & ACT. There are five categories of members:

Mr Allan Richards

1997

Mrs Barbara Jones OAM

1999

Mrs Clarice Mangelsdorf

1999

Mrs Ailsa Parsons

1999

• O rdinary Membership: Members of Executive Committee of Baptist Association of NSW (2)

Mrs Betty Checkley OAM

2000

• O rdinary Membership: Financial Life Members (12)

Mr Roger Peffer OAM

2001

Mrs Gladys Bergersen

2002

Mrs Dorothy Baker

2003

Mr Roy Gilchrist OAM

2003

• O rdinary Individual Membership: Annual Subscription (45)

Mrs Janet Abrahamffy

2004

Mr Alan Goss

2004

• H onorary Life Members: Conferred by the Board (27)

Mr James Mallice OAM

2004

Members receive quarterly prayer diaries, news updates on all aspects of BaptistCare’s ministry along with copies of publications (including TRUST magazine, the Financial Report, the Annual Report, BaptistCare Sunday and BaptistCare Connect Grant promotional material) and an invitation to attend the BaptistCare Annual General Meeting.

Mrs Peg Warman

2004

Mrs Grace van der Kooi

2005

Mrs Nancy Beach

2006

Mrs Betty Clissold

2007

Mr Douglas Furniss

2007

Mr Donald McGregor

2007

Mr Kevin Leek

2008

Mrs Heather McGregor

2009

Mrs Alma O’Rourke OAM

2009

Rev Roy Henson OAM

2012

• O rdinary Membership: Church nominated (81)

All Baptist churches in NSW and ACT are entitled to nominate a BaptistCare company member, providing them a voice in shaping the vision and direction of the organisation as well as being a valuable communication link with local congregations. The members can become

Annual Report 2013-2014 BaptistCare

Our Executive Committee

The Executive Committee comprises: Ross Low Chief Executive Officer

Rob Ellis General Manager, Community Services

Paull English General Manager, Residential Services

Mike Furner General Manager, Housing & Retirement Living

Graham Hall General Manager, Corporate

Annette Hili General Manager, Home Services

Allen Sibley General Manager, People & Strategy

Stuart Young Company Secretary

41

42

BaptistCare Annual Report 2013-2014

Our Board of Directors Directors The Directors of the Company at October 2014 are: Chairperson Graham Henderson MB BS FRCS FRCOG FRANZCOG GradDipDiv MAICD Gynaecologist

Board member from July 1995 Chairperson from December 2008 Member of the Audit & Finance Committee from February 2009 Member of the Governance & Nominations Committee from November 2007 Member of Carlingford Baptist Church Vice Chairperson Judith Carpenter BA TCert MIMCA MAICD

Judy Clendinning BCom DipEd MACC MACA Relationship & Family Counsellor

Board member from 25 November 2013 Member of Northside Baptist Church Craig Collins BBus (Land Economics) Chief Executive Officer Hospitality Sector Company

Board member from November 2012 Trustee of BCS Foundation from December 2012 Director of B.C.S. Foundation Pty. Limited from December 2012 Member of Epping Baptist Church Robert Dunn BA(Hons) CA Chief Executive Officer, International Aid & Development Organisation

Board member from July 2004 Chairperson of the Audit & Risk Committee from July 2004 Member of the Remuneration & Performance Committee from July 2004 Member of Castle Hill Baptist Church

Human Resources Consultant

Board member from July 2002 Vice Chairperson from September 2009 Member of the Remuneration & Performance Committee from May 2003 and Committee Chairperson from July 2010 Member of Ashfield Baptist Church John Church FFin FCIS FAICD FTIA

Catherine Ellis BNursing MA(Christian Studies) PG Dip (Management) Health Policy Analyst

Board member from May 2005 Member of the Audit & Risk Committee from November 2005 to November 2007 and from February 2009 Member of Northside Baptist Church

Solicitor, Public Notary & Company Director

Board member from September 1984 Member of the Audit & Finance Committee from May 1992 Member of the Governance & Nominations Committee from November 2009 Trustee of BCS Foundation Director of B.C.S. Foundation Pty. Limited Consultant to Church & Grace Director of Milton Corporation Limited Member of Gordon Baptist Church

Corinne Glasby BEc FIAA Actuary

Board member from June 2007 Member of Audit & Risk Committee from November 2007 Trustee of BCS Foundation from December 2010 Director of B.C.S. Foundation Pty. Limited from December 2010 Member of Epping Baptist Church

Annual Report 2013-2014 BaptistCare

Ian Jackson EdD MA MEd BA DipEd MaPS MAICD professional officer

Company Secretaries The Company Secretaries of the Company at October 2014 are:

non-government education organisation

Board member from 25 November 2013 Member of Mortdale-Oatley Baptist Church

Stuart Young CA CA(SA) CTA GradDipApplCorpGov AGIA

Gregory Sheridan Licenced Builder Board member from 30 July 2012 Project Manager / Building Consultant

Extensive experience in financial and administrative management functions within organisations Company Secretary from December 2007

Member of the Remuneration & Performance Committee from November 2012 Member of Dural Baptist Church

Ross Low BCom GradDipFin CPA AGIA

Company Secretary

Chief Executive Officer

Ian Wilson OAM BHealthScience(Mgt) Dip Health Admin Retired Aged Care/Community Services Chief Executive Officer

Board member from March 2010 Chairperson of the Governance & Nominations Committee from November 2010 Member of Kiama Baptist Church Ruth Wilson BSocialStudies Retired Aged Care Policy Advisor

Board member from December 2012 Member of the Governance & Nominations Committee from 25 November 2013 Member of Heathcote Engadine Baptist Church

Extensive experience in leadership and management of organisations Company Secretary from August 2010

43

44

BaptistCare Annual Report 2013-2014

Financial Summary For the Year ended 30 June 2014 A Copy of the Directors’ Report and Financial Report is available from the Company Secretary.

Please phone (02) 9023 2500.

Results of our Efforts Surplus/(Deficit) for the year

Income d) 0%

e) 6% f) 3%

c) 3%

a) 69%

b) 19%

a) Government Subsidies b) Fees from Residents & Clients c) Retention Income d) Donations & Legacies e) Other Income Total Revenue f) Financing Income Total Income

Expenditure d) 6% c) 8% a) 71% b) 15%

a) Staff Costs b) Property Expenses (Inc Depreciation) c) Catering & Housekeeping Expenses d) Other Expense (Inc Asset Disposals) Total Expenditure

$ millions 2013/14 2012/13 2 (4)

$ millions 2013/14 2012/13 174 165 47 48 7 1 15 245 7 252

6 1 16 236 9 245

$ millions 2013/14 2012/13 177 178 37 38 21

21

15

12

250

249

Annual Report 2013-2014 BaptistCare

45

What we Own c) 9% a) 61% a) Property Plant and Equipment b) Investments & Cash c) Debtors & Other Assets Total Assets

b) 30%

What we Owe b) 8%

c) 4% a) 88%

a) Residents Bonds & Loans b) Leave Provisions c) Creditors & Other Liabilities Total Liabilities Total Net Assets

$ millions 2013/14 2012/13 312 277 149 46

150 40

507

471

$ millions 2013/14 2012/13 308 259 29 15

26 35

352

320

155

151

The parts of our organisation 200

200 200

150

150 150

2013/14 2012/13

100 100 100 50

50 50

0

00

Residential Aged Care

Home Care

INCOME PARTS Residential Aged Care Home Care LifeCare & Other Services Retirement Villages Total Income

$ millions 2013/14 2012/13 151 138 82 79 14 24 5 4 252 245

EXPENDITURE PARTS Residential Aged Care Home Care LifeCare & Other Services Retirement Villages Total Expenditure

$ millions 2013/14 2012/13 147 141 76 77 19 27 8 4 250 249

LifeCare & Retirement Other Services Villages

200 200

200

2013/14 2012/13

150 150

150

100 100

100

50 50

50

0 0 0

Residential Aged Care

Home Care

LifeCare & Retirement Other Services Villages

46

BaptistCare Annual Report 2013-2014

Our Service Footprint Details correct as at October 2014

Retirement Living BaptistCare Aminya Village Baulkham Hills BaptistCare Angus Bristow Village Narellan BaptistCare Maranoa Village Alstonville BaptistCare Merindal Hamlet Glenbrook BaptistCare The Gracewood Kellyville

Residential Services

BaptistCare Warena Village Bangor

BaptistCare Aminya Centre Baulkham Hills

BaptistCare Willandra Village Macquarie Park

BaptistCare Caloola Centre Wagga Wagga

BaptistCare Wingara Hamlet Springwood

BaptistCare Carey Gardens Symonston BaptistCare Cooinda Court Macquarie Park BaptistCare Dorothy Henderson Lodge Macquarie Park BaptistCare George Forbes House Queanbeyan

Home Services BaptistCare Home Services - Broken Hill BaptistCare Home Services - Canberra Symonston

BaptistCare Griffith

BaptistCare Home Services - Central Coast Kariong

BaptistCare Hayfield Court Carlingford

BaptistCare Home Services - Central West Cowra

BaptistCare Kara Centre Mayfield

BaptistCare Home Services – Cumberland/South East Sydney Auburn

BaptistCare Kularoo Centre Forster BaptistCare Maranoa Centre Alstonville BaptistCare Mid Richmond Centre Coraki BaptistCare Morling Lodge Red Hill BaptistCare Morven Gardens Leura BaptistCare Niola Centre Parkes BaptistCare Orana Centre Point Clare BaptistCare Shalom Centre Macquarie Park

BaptistCare Home Services - Far North Coast Alstonville BaptistCare Home Services – Goulburn BaptistCare Home Services - Hills District Kellyville BaptistCare Home Services – Hunter Adamstown BaptistCare Home Services - Illawarra/ Shoalhaven North Nowra

BaptistCare Waldock Centre Carlingford

BaptistCare Home Services – Macarthur Harrington Park

BaptistCare Warabrook Centre Warabrook

BaptistCare Home Services - Mid State Dubbo

BaptistCare Warena Centre Bangor

BaptistCare Home Services – Nepean Penrith

BaptistCare Yallambi Centre Carlingford

BaptistCare Home Services- Northern Sydney Macquarie Park BaptistCare Home Services – Parkes Parkes BaptistCare Home Services – Riverina Wagga Wagga BaptistCare Home Services - Seven Hills BaptistCare Home Services - South West Sydney Liverpool BaptistCare Home Service - Wisemans Ferry BaptistCare Home Services - Mid North Coast Tuncurry

Annual Report 2013-2014 BaptistCare

Respite Centres

Other BaptistCare Services

BaptistCare Blue Gum Cottage Taree

BaptistCare CareCall Emergency Response Service - Macquarie Park

BaptistCare Day Respite Centre Parkes

47

BaptistCare Gracewood Day Respite Centre Kellyville

BaptistCare Catering Granville - Granville

BaptistCare Hunter Based Day Care Adamstown BaptistCare Nukara Respite Centre Willoughby

BaptistCare Catering - Northern Rivers Alstonville

BaptistCare Towner House Wagga Wagga

BaptistCare Chaplaincy - All locations

BaptistCare Tumut Day Respite Centre Wagga Wagga

BaptistCare Domestic Violence Accommodation Support - Campbelltown

BaptistCare Wilmette Cottage Carlingford

BaptistCare Domestic Violence Accommodation Support - Illawarra

Social Housing

BaptistCare Catering - Macquarie Park

BaptistCare Kitty Doyle - Five Dock

BaptistCare Home Modification & Maintenance Prestons

BaptistCare Clinton Place - Goulburn

BaptistCare HopeStreet - Woolloomooloo

BaptistCare Illowra Place - Lismore

BaptistCare Support Services - Baulkham Hills

Community Centres BaptistCare Community Centre - Central Coast Tuggerah BaptistCare Community Centre – Dubbo BaptistCare Community Centre – Mayfield BaptistCare Community Centre - Port Kembla BaptistCare Community Centre – Wallsend BaptistCare Community Centre - Warilla North Warilla BaptistCare Community Centre – Wellington BaptistCare Community Centre – Windale BaptistCare Relationship Services- Bankstown BaptistCare Relationship Services – Campbelltown Note: Services including food support, micro-finance loans and relationship services are offered at selected locations.

48

BaptistCare Annual Report 2013-2014

Our Valued Partners Government Partners Australian Government • Department of Social Services; • Department of Veterans’ Affairs; and • Department of Families, Housing, Community Services & Indigenous Affairs.

New South Wales Government • Department of Family and Community Services; • NSW Health (through various Local Health Districts); • Transport for NSW; • Department of Attorney General and Justice, Corrective Services NSW; • NSW Fair Trading; and • NSW Housing.

Australian Capital Territory Government • ACT Government Health; and • ACT Government Community Services.

Corporate Partners ArjoHuntleigh Aqualogic BCS Foundation Blackett Maguire + Goldsmith BOC Gases Australia Ltd Bunning’s Trade Bunzl Outsourcing Services Ltd Custom Fleet Chippy’s Food Distributors Cojo Clifford Hallam Clarendon Homes Complete Constructions Australia Crown Furniture Denham Constructions Pty Ltd E-Bisprint EBOS ECOLAB Elsmore Constructions Pty Ltd Energy Australia

Epic Wright Heaton ERM Business Energy Eventide Foundation EveryDay Hero Ford Australia Geo Flooring Pty Ltd Go Electrical Wholesale Good Shepherd Microfinance Grindley Constructions Pty Ltd Hodges Shorten Architects Hughes Commercial Furniture ISS Facility Services Jones Nicholson Pty Ltd Just Better Care Just Better Care (Hawkesbury) Kloster Ford McFadyen Architects Milton Corporation Foundation Merv Newby Smash Repairs National Australia Bank National Foods Optus OzDesign Furniture Port Waratah Coal Services Questek Quad Cleaning Services P/L Quality Care Nursing Agency SAI Global Stanton Dahl Architects Sinclair Ford SITA Environmental Solutions Smith & Nephew Ltd Staples STEM Industries Pty Ltd Sydney Water Technology One The Printing Department Triforce Australia Trust Foundation Tunstall Australasia Westpac Banking Corporation Zadro Constructions Pty Ltd Ministry Partners Our team of over 1000 volunteers Members, financial supporters, prayer partners, and the Baptist Churches of NSW & ACT

Editors Brendan Wood & Elizabeth Byrne Editorial Team & Contributors Howard Bennett, Rob Ellis, Paull English, Mike Furner, Graham Hall, Graham Henderson, Peter Hiley, Annette Hili, Ross Low, Jim Mallice, Ruth McKenna, Allen Sibley, Stuart Young Design Lasso Creative www.lassocreative.com.au Printing The Printing Department www.printd.com.au

BaptistCare Level Two, 22 Brookhollow Avenue PO Box 7626 Baulkham Hills NSW 2153 T (02) 9023 2500 F (02) 9023 2501 E ask@baptistcare.org.au W baptistcare.org.au BaptistCare NSW & ACT ABN 90 000 049 525

Phone: 1300 275 227 Sign up for E-News www.baptistcare.org.au Like us on Facebook facebook.com/ BaptistCareNSWACT Connect with us on LinkedIn “BaptistCare NSW & ACT”