11 12 13 14 | 15 Annual Report Help is available. No one needs to face their problems alone. 13 11 14 | crisischat.lifelinewa.org.au 1 About Lifeline ....................................................................... Lifeline WA has expertise in suicide prevention, crisis support, mental health and emotional wellbeing. Lifeline WA believes that most suicides are preventable and that by connecting people with care which helps them through a period of emotional crisis, vulnerable people can be kept safe. Through its service models, Lifeline WA provides counselling, crisis interventions, group programmes, self-care resources, personal support, education and awareness raising programmes, information and referral services. The Lifeline Journey 1962 2007 • Lifeline Australia was founded by Dr. Rev Sir Alan Walker to provide 24 hour telephone counselling and crisis ministry. • Lifeline telephone counselling subcentres opened at St John of God Hospital Murdoch and Subiaco. • 13 11 14 became a nationally networked service. 1963 • First Lifeline Centre was opened in Sydney, NSW. 1986 • Graham Mabury established The Living Stone Foundation in WA to provide assistance and crisis support. • “Nightline” off-air telephone support commenced on local radio station, 6PR. 1987 • The Living Stone Foundation was incorporated. 1994 • The Living Stone Foundation Inc joined the national Lifeline telephone crisis support network and commenced trading as Lifeline WA from Perth. • Lone Fathers family support service joined Lifeline WA. • Resource warehouses and shops become a part of Lifeline WA’s services. • Lifeline Australia established the 13 11 14 telephone crisis support service. 2003 • Lifeline Treasures op shop started trading in Kelmscott. 2006 • Lifeline Peel telephone counselling sub-centre commenced operation. 2009 • Lifeline WA launched a new 5 year Strategic Plan focusing on suicide prevention, crisis support and emotional wellbeing. 2010 • Lifeline WA hosted the inaugural Black Diamond Ball. • Lifeline WA received a one-off $250,000 grant from the State Government to help improve service delivery. • Lifeline WA announced a partnership with the Australian Institute of Management WA to develop a suite of education courses entitled the Mental Wealth Series. • Lifeline WA, in conjunction with the Department for Corrective Services, developed and delivered an in-prisons suicide prevention refresher course. • Lifeline WA, launched a new initiative, Bean Talkin’, a mobile coffee van which raises awareness of the importance of mental wellbeing through a non-confronting and easy-to-access medium. 2014 • Lifeline Peel was decommissioned in line with the new national strategy to build the capacity and capability of telephone crisis support services. • Lifeline Australia introduced a new telephony system for 13 11 14. • Lifeline WA launched Lights for Lifeline, a new fundraising initiative with a strong message: to shine a light on suicide prevention, mental health issues and the need for more crisis support services. • Lifeline WA expanded and increased its Online Crisis Support Chat service offering to seven days a week from 10:00pm till 2:30am WST. 2012 2015 • Lifeline Australia launched Online Crisis Support Chat; Lifeline WA launched its Online Crisis Chat service from Perth in conjunction with iiNet. • Lifeline WA relocated to new premises, with a purpose-built internal fit out. • Lifeline WA, in partnership with the Federal Government, introduced a Financial Counselling service. • Lifeline WA was responsible for care being delivered on more than 122,500 occasions.* 2011 2013 • Lifeline marked the 50th anniversary of delivering services to Australians in their times of need. • Lifeline WA, in conjunction with Raw Hire, commissioned groundbreaking research through Edith Cowan University’s The Sellenger Centre into the mental health and emotional wellbeing of FIFO and DIDO workers. *calls from WA answered by 13 11 14, online crisis chat, people educated by Lifeline WA, counselling clients, website access to resources, attendees at awareness and revenue raising events. Table of Contents ................................................. 1 2 3 4 5 6 7 8 9 10 11 Message from the Patron.......................... pg 1 Stewardship Report................................... pg 2 You Can Help Lifeline WA.......................... pg 4 About Lifeline WA...................................... pg 5 The Lifeline WA Board............................... pg 6 Treasurer’s Report..................................... pg 8 Income and Expenditure 14/15................. pg 9 Financial Reports 14/15.......................... pg 10 Report Card 14/15................................... pg 26 Lifeline Experiences................................ pg 28 Honour Roll............................................. pg 29 Section 1 Message from the Patron ................................................. Her Excellency the Honourable Kerry Sanderson AO Governor of Western Australiaeport 2014 – 2015 It is a pleasure and an honour to have been the Patron of Lifeline WA since 20 October 2014. Congratulations to Lifeline WA on its Annual Report for 2014/2015 and its outstanding achievements during this period. In those twelve months, more than 120,000 Australians used the services of Lifeline WA. The free nationallyrouted 13 11 14 telephone crisis support service (which is operated 24 hours a day, 7 days a week) is often the first point of contact for people in distress who seek help. In 2014, Lifeline WA extended its Online Crisis Support Chat service and is now available to anyone in Australia seven days a week from 5pm – 2am (WST). The support line is complemented by the family counselling program, which provides face-to-face, individual and group counselling for those at risk of suicide or those suffering the anguish of losing someone by suicide. In partnership with the Federal Government, Lifeline WA also announced a new Financial Counselling service. This service aims to support individuals and families in navigating financial crises and building financial wellbeing, capability and resilience. Lifeline WA also facilitates Suicide Crisis Response forums at schools, workplaces, sporting clubs and local councils. In addition, Lifeline WA seeks to raise public awareness about the alarming incidence of suicide in our community. An advocacy programme (including close working relationships with key media outlets) and a community education and awareness programme, are twin pillars enabling open discussion of mental illness and suicide risk, so people can recognise problems and warning signs, and take measures to address them. Lifeline WA’s volunteer corps has over 130 accredited volunteers who staff the telephone crisis support and online crisis chat service. Each volunteer completes several months of education in Telephone Crisis Counselling, followed by one probationary year before accreditation. Volunteers also contribute to every other part of the Lifeline activities, including fundraising, and administration. They are the lifeblood of Lifeline WA, and I cannot praise them highly enough for all that they do. Thanks for their vital and continuing support are due to the WA Mental Health Commission and the Department of Local Government and Communities, and the Western Australian public and the corporate sector. Their generosity, financial support, sponsorship and voluntary work are essential to Lifeline achieving its objective of creating a community free of suicide. GOVERNOR OF WESTERN AUSTRALIA 1 Section 2 Stewardship Report ........................................................................... On behalf of the Board and Staff of Lifeline WA, the Chair and CEO are pleased to report on the activity undertaken and the outcomes achieved in the past financial year. 2015 marked the 21st year of Lifeline being present and active within Western Australia. In 1994, the Living Stone Foundation joined the national Lifeline network and began trading as Lifeline WA. Twenty-one years on, 2014/15 saw the continued growth and evolution of the Lifeline WA services in direct response to the growth and evolution of community need. It was both a busy and productive year, including the further growth of Online Crisis Support Chat, the release of a revitalised Mental Wealth Series in partnership with the Australian Institute of Management WA and the preparation for the launch of a new financial counselling service. Continued demand for the WA 13 11 14 Telephone Crisis Support service. Lifeline WA’s call answer rate grew significantly during the 2014/15 financial year, answering 30,217 calls to the nationally-routed 13 11 14 Telephone Crisis Support line, up more than 15 per cent on the previous year. However, 55,548 calls were made from WA to Lifeline’s 13 11 14 national line during the same period, indicating that Lifeline WA only had the capacity to respond to the equivalent of 55 per cent of that call volume. Contracted by the Mental Health Commission for three years to 30 June 2016, the 13 11 14 Telephone Crisis Support service from WA has a greater level of stability, structure and safety, enabling it to continue to improve the call answer rate every year. 2 Continuing growth of Online Crisis Support Chat, a natural complement to 13 11 14. In December 2012, Lifeline WA launched the Perth-based Online Crisis Support Chat service, with the dedicated sponsorship of iiNet. Part of the Lifeline Australia service, the Perth-based service acts as a natural complement to the 13 11 14 Telephone Crisis Support service. In the 2014/15 year, Lifeline WA expanded the service, which now operates from 10pm to 2.30am WST, with five staff on shift every night, responding to about 1,400 chats each month. Recruitment, accreditation and deployment of Telephone Crisis Support volunteers. During the year fifty Telephone Crisis Support volunteers were recruited, accredited and deployed to the 13 11 14 Telephone Crisis Support line during the year. Coupled with improvements to the telephony system and rostering schedules, this resulted in Lifeline WA being able to grow its high call answer rate during the 2014/15 financial year. The continued financial support of the WA State Government through the Mental Health Commission has been at the crux of this achievement, enabling a professional level of recruitment, education, supervision and overall management of the volunteer corps. Increased community engagement activities. papers, including at the national Suicide Prevention Australia conference in July 2014. The 2014/2015 financial year saw further growth in the number of community engagement and education activities. The Bean Talkin’ coffee van reached 62,000 people during attendance at 39 events and 1,892 people were educated through Lifeline WA programmes. Lifeline WA’s Out of the Shadows Walk also attracted a record number of participants, with more than 300 people attending the dawn walk in Kings Park on 5th September 2014. An increase in corporate partnerships and community fundraising initiatives. Effective evidence-based research and advocacy to raise awareness of the cause. Underpinning the year’s activities was the continued focus on effective advocacy strategies to raise awareness of the risk of suicide and the vital work of Lifeline WA in the prevention of suicide. Also of note is the strong and effective relationships Lifeline WA continues to develop with the media, further enhancing their leadership role in engaging, influencing and educating the community at large. Lifeline WA has leveraged the ground-breaking research into FIFO worker emotional wellbeing which Lifeline WA launched in July 2013, through its contribution to the WA Parliamentary Inquiry into FIFO worker mental health. Lifeline WA also played an active role in furthering the knowledge base of suicide prevention through the delivery of various conference Consistent with the increase in community curiosity and people’s willingness to discuss suicide and its impact, more individuals and groups came forward seeking engagement with the Lifeline WA cause. More corporate organisations also joined forces with Lifeline WA to make a positive difference in their communities, demonstrating the strengthening of the Lifeline WA reputation in WA. The Black Diamond Gala Dinner once again reached new heights, raising a record amount for 2014/15. Many corporate and community organisations supported the event to make it such a successful evening. Special thanks go to Rohan Jewellery Leederville and Known Associate Events, both of which have both supported the event since its inception. In November 2014, Lifeline WA launched the inaugural Lights for Lifeline campaign – a way for companies, organisations and individuals alike to shine a light on suicide prevention during the festive season, while also raising muchneeded funds for the cause. With ambassador Rove McManus and a lead partnership with the City of Perth, the Lights campaign garnered much attention based on evidence that the festive season is the busiest time of the year for the Lifeline WA crisis support services. Brett Goodridge Chair Fiona Kalaf CEO 3 Section 3 You can help Lifeline WA ........................................................................... There are a number of ways you can help Lifeline WA. Partnerships: • Become a corporate partner: add value to your brand, improve the wellbeing of your organisation, become an employer of choice in your industry and invest in the wellbeing of your community • Through your business: 1. Introduce and offer your employees a Lifeline WA workplace giving programme 2. Encourage employees to volunteer for Lifeline WA events by offering them as paid working hours 3. Offer pro bono work to Lifeline WA within your skilled area 4. Make a one time or a monthly direct debit donation Volunteering: • Become an accredited Telephone Crisis Support Volunteer • Operate the Bean Talkin’ coffee van • Assist with fundraising events and profile raising activities • Work within the Lifeline WA office Every investment made in Lifeline WA is thoughtfully used to further its mission of preventing suicide, supporting people in crisis and creating opportunities for emotional wellbeing. For more information on: • Events, Donations and Marketing • Suicide Prevention Education & Engagement • Information and Resources • Corporate and Community Education Programmes • Volunteering Contact Lifeline WA Office Suite 44a, 7 Aberdeen Street, Perth GPO Box K765, Perth WA 6842 T: (08) 9261 4444 F: (08) 9421 1247 Web: www.lifelinewa.org.au Email: [email protected] Donating: • Make a tax deductible donation • Gift your expertise and professional services • Add a bequest to Lifeline WA in your will 4 4 Section 4 About Lifeline WA Our Vision Creating communities free of suicide Our Mission To prevent suicide, support people in crisis and create opportunities for emotional wellbeing Our Corporate Goals KEY RESULT AREA: COMMUNITY WELLBEING SERVICES DEVELOPMENT To continually seek opportunities to enhance, expand and develop Lifeline WA’s service offering to meet changing community needs COMMUNITIES OF FOCUS To focus service development in the areas of schools, corporates, ATSI and regional areas KEY RESULT AREA: RELATIONSHIPS, PARTNERSHIPS & ADVOCACY RELATIONSHIPS & PARTNERSHIPS To build lasting, compelling relationships and partnerships that improve our ability to act ADVOCACY To influence government, corporate and community awareness and understanding of suicide prevention KEY RESULT AREA: OPERATIONAL EXCELLENCE BEST PRACTICE AND SUSTAINABILITY To operate sustainability to sectorspecific standards of best practice BRAND To further develop a brand relied upon for its quality services and trusted by its funding partners and communities KEY RESULT AREA: PEOPLE AND CULTURE CAPABLE & AGILE PEOPLE To attract, develop and retain people with the capability to meet current and emerging community needs LEADERSHIP AND DEVELOPMENT To enhance leadership capability throughout the organisation through focused development on key needs Values: Compassion, Connectedness, Mindfulness, Integrity Innovation Our Service Delivery Promises Lifeline WA undertakes services that are: Meaningful: relevant to the current and emerging needs of our community Sustainable: secure in their funding sources Accessible: visible and available to vulnerable people when they need them most Aligned: consistent with the direction of Lifeline Australia Leading: proactive in addressing issues that heighten individual and community risk Best Practice: grounded in researchbased evidence and best practice principles Accountable: able to demonstrate effectiveness and social value Active listening: alert and responsive to the voice of the consumer and carer Our Business Model People and Culture: At the heart of Lifeline WA’s reason for being is its life affirming culture and its people: clients, carers, volunteers, staff, collaborators and the community at large. Operational Excellence: To ensure the quality, accountability and sustainability of our services, the work of our people is underpinned by effective systems and processes and a sound revenue raising strategy. Relationship, Partnerships and Advocacy: Collaborations with other people and organisations strengthens our ability to act and to increase awareness of suicide prevention and mental health issues. Community Wellbeing: The sum of all of the above parts, combined with evidence-based service models, enables Lifeline WA to keep the community safe and well. 5 Section 5 The Lifeline WA Board ........................................................................... The Board of Lifeline WA performs the essential governance functions of oversight, insight and foresight. Lifeline WA has been deliberate in recruiting Board members who have complementary backgrounds and skills that are aligned to the organisation’s strategic objectives. Individually and collectively, the Board members strive to use their experience of business and community life to add value to the organisation as well as effectively monitor its operations. Activity of the Board includes establishing the organisation’s strategic direction, reviewing and approving business plans and budgets, overseeing compliance and performing management systems, analysing results and exploring opportunities for improving outcomes, looking at the evolving landscape and anticipating the future community and organisational needs. 6 Brett Goodridge, Chair Kate Chaney, Deputy Chair Appointed to Lifeline WA Board February 2010 Appointed Deputy Chair May 2010 Appointed to Lifeline National Board November 2010 Appointed Chair March 2013 Appointed to Lifeline WA Board January 2011 Brett is a director of GOODRIDGE STRATEGIC, a management consultancy business specialising in the professional services sector. Brett has held CEO and Chair roles with some of Australia’s leading law firms, including Mallesons KingWood, Clayton Utz, Allion Legal and Thomson Lawyers. Brett was also Managing Director and Chair of one of Western Australia’s leading finance, accounting and financial planning groups. Brett has a background in financial services and investment banking, holding senior management roles in both the private and public sectors. Brett is a member of the Board of Lifeline Australia, and is a long standing member of the Australian Institute of Company Directors. With a Masters of Business Administration from the Australian Graduate School of Management and a Bachelor of Laws from The University of Western Australia, Kate brings a strong background in strategy development and implementation to the Lifeline WA Board. Currently the Sustainability Manager at Wesfarmers Limited, Kate has also worked as Aboriginal Affairs Manager and General Manager Emerging Ventures at Wesfarmers Limited, as a Strategy Consultant at the Boston Consulting Group and a Corporate Lawyer with Blake Dawson Waldron (now Ashurst). She currently also sits on the Boards of the Australian Futures Project and Awesome Arts. Chris Carey, Treasurer Nicole Moody, Board Member Appointed to Lifeline WA Board January 2012 Appointed to Lifeline WA Board March 2014 Chris is a Chartered Accountant. Chris has more than 30 years of experience in funds management, compliance, engineering, mining and chartered accountancy practice. Nicole is a communications professional with more than 25 years’ experience across the fields of corporate communications, public relations, government relations and journalism. She has held senior inhouse communication management roles and is formerly General Manager of Perth’s largest PR firm where she provided communications counsel and strategy to the company’s diverse group of clients. Chris is a fellow of the Institute of Chartered Accountants and fellow of the Australian Institute of Company Directors. Dale Calhoun, Board Member Appointed to Lifeline WA Board June 2010 Resigned from the Lifeline WA Board November 2014 Dale has worked as a senior executive with management teams and boards on strategic HR matters. Dale has held general management roles in a number of large publicly listed companies across a wide range of industries. Dale established Tower Human Capital, a strategic human resources practice in February 2008 and, in June 2008, licensed Directioneering in WA. Dale is a member of the Australian Institute of Company Directors and the Australian Human Resources Institute (AHRI). Mark Hector, Board Member Appointed to Lifeline WA Board December 2013 Mark is the Managing Director of QUBE Property Group Pty Ltd, a private West Australian property development company, where he is responsible for the company’s strategic planning, management and capital funding. Mark has been with Qube since its establishment in 1995. Mark is a qualified accountant and a member of the Australian Institute of Chartered Accountants. Nicole has extensive experience and expertise in developing and implementing strategic public relations and marketing campaigns, issues and crisis management, government relations, media relations and community consultation. In this role, Reece is responsible for setting the strategic direction of transport in the state, shaping the development of a number of major integrated transport plans and leading the implementation of some of WA’s most transformational capital projects. With more than 35 years’ experience in strategic management with particular expertise in organisational reform, his appointment as Director General of Transport culminated a 20-year journey within various State Government transport agencies with 14 years as a CEO. Prior to his public sector career, Reece held a number of senior management roles with BHP. Reece is also a Commissioner of the Western Australian Planning Commission and is a Director of the Australian Urban Design Research Centre. Nicole Walton, Board Member Ken Lewsey, Board Member Appointed to Lifeline WA Board February 2014 Appointed to the Lifeline WA Board February 2014 Nicole has worked with global, national and family businesses in strategic and commercial marketing. Her career has seen her based in Edinburgh, Perth (Scotland), London and Australia. With an Executive MBA from The University of Western Australia, Nicole has consulted to several of Perth’s leading commercial and not for profit organisations. Nicole is currently Director Strategy and Communications at Main Roads. Ken’s most recent position was that of the Managing Director & CEO of Emeco Holdings Limited. Prior to this Ken, held senior management roles with some of Australia’s leading transport and steel industries, including Aurizon (previously QR National and its subsidiary Australian Railroad Group), Cleanaway, Brambles Industrial Services, Smorgon Steel and BHP Steel. Ken has vast experience in the areas of business development, major projects, mergers and acquisitions, as well as profit and loss responsibility and holds a Bachelor of Business from Curtin University. Reece Waldock, Board Member Appointed to Lifeline WA Board February 2014 Appointed as the head of the State Government’s three transport portfolio agencies in May 2010, Reece holds a unique leadership position within the WA public sector, as Director General of the Department of Transport, Commissioner of Main Roads WA and Chief Executive Officer of the Public Transport Authority. Photograph Page 6 From L to R: Reece Waldock, Nicole Walton, Chris Carey, Nicole Moody, Mark Hector, Brett Goodridge, Kenneth Lewsey, Dale Calhoun, Kate Chaney 7 Section 6 Treasurer’s Report ................................................... It is with pleasure that I provide the report on the financial results for Lifeline WA for the 2014/15 year. In last year’s report, some of the achievements of Lifeline WA were outlined. These included improvements to the quality assurance and risk management of the 13 11 14 service and an increase in fundraising activities. I also outlined some of the challenges, such as continuing to grow the service delivery to meet the increasing needs of the community. I am pleased to report that we have progressed significantly this year in meeting that challenge, with an overall growth in call answer rate for the 13 11 14 service; this achievement is a direct result of all parts of the organisation – from fundraising and advocacy, to education and, of course, to the 13 11 14 team of volunteers. The year-end result reflects a deficit of $147,472. The deficit for the year reflects abnormal non-cash expenses related to final depreciation expenses correlated to the Lifeline WA premises and adjustment of $33,900 for investment impairment. Once the non-cash items are removed, the cash deficit is a modest $16,998. From an operational perspective, further enhancements to the quality assurance and risk management of the 13 11 14 service required additional staff resources in supervision and education. This resulted in an increase in operating costs associated with the delivery of one of Lifeline’s core services. These funding pressures were offset by another State Government contract 8 of $557,801. Lifeline WA is very appreciative of the Government of Western Australia for its commitment through the Mental Health Commission for a three-year period to 30 June 2016. This financial investment will further enhance the sustainability and accessibility of Lifeline’s suicide prevention services, while recognising the important role of the 13 11 14 service for the benefit of the Western Australians in their time of need. Community events continued to be a very important part of our revenue raising activity. The annual brunch hosted by the Mondo Community Warriors at the home of Vince and Anne Garreffa was the most successful fundraising event in Lifeline’s history, raising over $360,000 in total, 75% of which flowed to Lifeline WA. In its fiftieth year, the HBF Run for a Reason proved another fund and awareness raising success as hundreds of people ran for Lifeline WA and raised just over $70,000 in the process. Lifeline WA also launched a new mental health awareness campaign, Lights for Lifeline, which generated several new corporate partners as well as raising over $150,000 in its first year. Communities, TSA Telco Group and Kentz, as well as the many community groups and individuals who undertook fundraising activities and/or supported Lifeline WA events. Our organisation depends heavily on the huge efforts of volunteers across all operating areas. The continued growth and success of Lifeline WA is a direct result of the outstanding efforts of the management team led so capably by our CEO, Fiona Kalaf. The fact that Lifeline WA is continuing to grow and enhance the service delivery to the community, despite the challenges of operating within the parameters of a tight budget, is testament to the quality of our management team. They have worked diligently to ensure our limited resources are used to best effect. Finally, a big thank you to the finance office staff who have been a tremendous support in ensuring the effectiveness and efficiency of the back room accounting processes. The funds raised in the 2014/15 year were largely invested in addressing the new service standards in 13 11 14, raising community awareness and subsidising the important work in education. I would like to recognise the sustained support of the Department for the Chris Carey Treasurer Section 7 Income and Expenditure Breakdown Summarised ................................................... xpenditure Breakdown Summarised Income 2014 - 2015 015 Events munity Events al Donations s Other Training Revenue 4% Fees 5% $ $ $ $ $ $ $ 612,373 452,169 Fundraising - Major 170,228 Events 1,371,81721% 139,655 128,300 Fundraising 2,874,542 Community Events 16% Government Grants 48% 4 - 2015 rheads $ $ $ $ $ 520,848 1,994,796 375,899 130,474 3,022,017 Fundraising - General Donations 6% 21% 16% 6% 48% 5% 4% Income 100% Income 2014 - 2015 2014 - 2015 Fundraising - Major Events Fundraising - Community Events Fundraising - General Donations Government Grants 17% Training Fees 66% Other 12%Revenue 96% Other Training Revenue 4% Fees 5% $612,373 21% Fundraising - M $452,169 16% Events $170,228 6% 21% $1,371,81748% $139,6555% $128,3004% F $2,874,542 Government Grants 48% Com 100% Expenditure 2014 - 2015 Other Costs 4% Service Delivery 13% F Administration Overheads 17% Expenditure 2014 - 2015 Employment Costs 66% Administration Overheads Employment Costs Service Delivery Other Costs $520,848 17% $1,994,796 67% $357,89912% $130,4744% $3,022,017 100% 9 Section 8 Financial Report 30 June 2015 .................................................... 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 Section 9 Our Report Card 2014/15 ........................................................................... The data contained in this report gives a broad overview of the activity in our core community services and the social value that was delivered. 13 11 14, 24 hr Telephone Crisis Support Service Our Intent To provide a suicide prevention safety net, support people in emotional distress, enable coping and facilitate access to additional resources Our Action • Streamlined the Telephone Crisis Support Volunteer recruitment process to ensure an additional layer of screening for applicants. This will ensure the safety of help-seekers and ensure Crisis Supporters are not adversely affected • Effective implementation of new Crisis Support Workplace Education • Implementation of the Workforce Management System (WFM), a national rostering system • Modified staff structure to improve support for Crisis Supporters • Introduction of external supervision for 13 11 14 staff to prevent burn out and vicarious trauma Our Performance 14/15 • Several Telephone Crisis Support information sessions for potential volunteers • Conducted 108 formal interviews for recruitment of Crisis Supporters • 55 new Crisis Supporters recruited and educated • A record 30,217 calls answered, a 13% increase compared to the previous year 26 • Evidence of improvement in meeting the stringent requirements of RTO and annual accreditation for all Crisis Supporters Community Education and Engagement Services Social Value Our Intent • Immediate distress relieved To provide the wider community with the knowledge and skills to assist people suffering with poor mental health, experiencing crisis or suicidal thoughts • Volunteer accountability and service quality improved • Suicide risk reduced and personal safety increased with safe plans put in place • Suicide interventions possible • Pathways to further care identified • Increase in number of referrals • Mental health support provided • Increase in social capital through volunteer training • Improved consistency and continuity across 13 11 14 Online Crisis Chat Service Our Action • Expanded and increased service offering to operate 7 nights a week with 5 Online Crisis Supporters Our Performance 14/15 • Answered 14,196 chats which equates to 10% over target • Nationally, Lifeline WA achieved a 94% chat answer rate Our Action • Delivered over 23 suicide intervention, prevention and mental wellbeing workshops • Delivered 11 sessions specifically relating to Domestic Violence (DV) Alert • Delivered awareness and wellbeing workshops and presentations to multiple communities, groups and agencies Our Performance 14/15 • 1,892 people educated or connected through presentations • Experienced the most profitable period since the service commenced • Connected with a large number of agencies through service provision and affiliation Social Value • Community more aware and responsiveness to suicide risk and mental health • Knowledge of support services available to the community enhanced ................................................. Our Performance 14/15 • People equipped with the confidence and competence to intervene in a suicide attempt • Acceptance of mothers and understanding their specific emotional needs • Community and individuals more resilient to stressful situations • Suicide and other destructive risks reduced • Approximately 75,680 people in total attended events and heard the Lifeline message in person in the 2014/15 financial year • Awareness of issues around domestic violence • Understanding of relationships increased and empathy developed • 232,211 people were reached via social media • Breaking down barriers of stigma • Communication and relationships with children and other parent improved • Bean Talkin’ reached over 60,000 people across various events attended over 2014/15 • Fathers appreciate other services and are more likely to engage in useful help-seeking • 677 media mentions including print, radio and television Counselling Our Intent Assists parents in understanding and managing emotions throughout the processes of separation, as well as regain a parental relationship with children Assist parents in managing feelings and function as parent during the bereavement of spouse or child Fundraising and Marketing Our Intent • Provided one-on-one emotional counselling To raise awareness of Lifeline WA through community activities and events, engage corporate and business support and raise vital funds for the operation of all Lifeline WA services • Provided direction through the Family Law System Our Action • Guided and connected clients to other relevant assistance • Expanded marketing reach to encourage community members to fundraise for Lifeline WA Our Action • Provided coaching on: conversation rather than confrontation; fathering children after separation; emotional management during stressful situations Our Performance 14/15 • A significant increase in the number of clients who accessed the counselling service (281 clients as compared to 137 clients in 2013/14) • Clients indicated 98% satisfaction with the service Social Value Social Value • Increased awareness of mental health issues and suicide risk and protective factors • More people know of the 13 11 14 crisis line and new online crisis support chat • Issue of stigma challenged • Lifeline WA resources are easily accessed • People inspired to seek, accept and give help • Improved stakeholder communication strategy resulting in better corporate partner, volunteer, and donor retention • Increased social media presence to further build brand equity and improve communications • Increased marketing push for fundraising volunteers • Developed marketing material to profile partnerships and promote opportunities for involvement in the Lifeline cause • Bereaved parents able to understand, cope, and parent despite bereavement 27 Section 10 Lifeline Experiences ....................................................................... “Everyone should do it. Something like this should be taught in all schools. The Lifeline WA educators were knowledgeable, engaging and pleasing to look at!” Community Education Participant “The face-to-face education has been fantastic. Each educator conveyed the learning thoroughly, clearly and sincerely. There was great practical content, great use of roleplaying, great support and openness on behalf of the educators and students.” Crisis Supporter Workplace Education “The educators are amazing, making it easy and fun to come in and learn new skills every week. I really appreciated their upbeat attitude and their ability to always be positive and kind. This course has been very well run, in my opinion. I would give it 11 out of 10 if I could!” Crisis Supporter Workplace Education “I am so grateful that you were there for me at a time of crisis! You came into your own, picked up the pieces, and with precision placed it all back together again. Thank you for your total dedication, sheer professionalism and best of all your kind heart. I could not have done this without you!” Counselling Client “Thank you very much for your kindness understanding, and above all the sound advice you have given me today. I was at a loss as to where I was going to go next... But you have shown me the way and given me the touch so I can see where I must go.” Counselling Client “Thank you for yet another beautiful morning. I know that I speak for many who have struggled with the sometimes overwhelming pain of losing a loved one to suicide... this day is so very important. Out of the Shadows is a time for reflection on the life of our loved ones lost to suicide. It is a time for reconnection with others who share the pain of loss. It is a time for remembering each year how far we have come on our personal walk out of the shadows and into the light. Finally, it is also a time for renewal. Renewal of hope, of our belief that life is beautiful and we have much for which to be grateful.” Out of the Shadows Walk Participant “In the afterglow of a fabulous evening I wanted to pass on my congratulations to you and your team for pulling together such a wonderful event that appears to have raised a significant amount of money. Thank you and congratulations to all involved.” Black Diamond Gala Dinner Guest “The biggest congratulations for Saturday night. It was a wonderful event and the feeling in the room was unlike any other charity event I have been to. Well done to the whole team, I was so proud to be part of the Lifeline family.” Black Diamond Gala Dinner Guest 28 Section 11 Lifeline WA Honour Role .................................................................. Patron Her Excellency the Honourable Kerry Sanderson AO, Governor of Western Australia Corporate Partners Community TAB iiNet Allens Linklaters Kentz TSA Telco Group Raw Hire Corporate and Community Supporters 720 ABC Perth Abey Adzoo A Flamingo Surprise AIM WA Allens Linklaters Apex Club of Perth Armadale Volunteer Service, City of Armadale Ascorp Asko Steph Audino Austal Australian Meat Industry Council(AMIC) Bannister Downs Eddie and Helen Bartnik BCG Belmont Forum Shopping Centre Bethanie Warwick Village Church Bib and Tucker BIS Industries Black Dog Ride Blue Cow Cheese Botanical Café Kings Park Bread In Common Bunnings Helen Bunning Capital Partners Graham Carmichael Rosemary Chaney 29 Channel 10 Channel 7 Channel 9 Churches of Christ, Warwick Village City of Perth John Cochrane Natasha Collins Commonwealth Bank Community News Group Coogee Chemicals Pty Ltd Cossill and Webley Crown Perth Crowe Horwath CT Partners Joshua Cunniffe Department Fire and Emergency Services Department of Transport Dimattina ECM Electrolux Estate of Trevor Mark Fry Fisher and Paykel FJM Property Pty Ltd Flowers in Bloom Forrest Family Trust Tony Fragomeni Franke Fraser’s Restaurant Fremantle Football Club Gage Roads Brewery Game Plan Media Vince and Anne Garreffa GBI Allison Glenister GMP Securities Golf Box Gracie’s Cupcakes Group Support GT Media Guildford Grammar School Kerry Harmanis Peter Harris Kelly Haywood HBF Helping Hand Group Herbert Smith Freehills Heyder & Shears Hollywood Private Hospital Holyoake Homeloans ILVE Jeremiah Trust Joondalup Volunteer Resource Centre, City of Joondalup Kentz Gary Kerman Kerman Contracting Ltd Kitchen Headquarters Known Associates Events La Vigna Wines Lamonts Little Creatures Brewery Lotterywest Main Roads WA Malt Supper Club Marta Fishing Company Julius Matthys McCusker Charitable Foundation Melville Volunteer Resource Centre, City of Melville Meyer Shircore & Associates Miss Maud Mondo Community Warriors Mondo di Carne Mosmans Restaurant Mount Lawley Golf Course Mount Pleasant Baptist Church Myer NAB Neff Nofra Klinik Outcare Inc. Perth Audio Visual Perth Airport Ruth Phelps Postvention Australia PPR Public Transport Authority Quality Press QUBE Property Group Pty Ltd Radio 6PR Raw Hire Regional Management Pty Ltd Resource Capital Funds Foundation Rohan Jewellery Leederville Rose and Violet Rotary Club of Cambridge Rotary Club of Nedlands SGIO Insurance Chris Shellabear Shellabears Shreeve & Carslake Pty Ltd Silver Linings Simon Thomas Smeg Daren Smith Alan Staines OAM Stan Perron Charitable Trust Statewide Oil Emily Steinbach Strategen Environmental Consultants Strathearn Insurance Brokers Stratosfunk Michael and Grace Tamburri Di Taylor Ian Testrow The Bendat Family Foundation The Richardson Foundation The Sunday Times The West Australian Tower Human Capital TSA Telco UHY Haines Norton United Way Upper Crust Catering UWA Fogarty Scholars Association Volunteering WA West Cape Howe Wines Winning Appliances Wood and Grieve Wonteco Pty Ltd Ros Worthington OAM Sharon Young Government Departments Lifeline WA Volunteers Department of Local Government and Communities A deep and sincere thank you to the 325 volunteers who have worked with Lifeline WA throughout the year to deliver vital services in the following areas: Mental Health Commission Lifeline WA Staff Lifeline WA is grateful for the spirit and dedication of the staff, past and present, who have worked tirelessly to help create communities free of suicide. • Telephone Crisis Support Volunteers, Mentors, Facilitators, Supervisors on Call and Educators • Fundraising and Community Events • Education Services • Administration • Ambassadors Our Individual Benefactors, Donors and the Public We extend a special thank you to our generous donors and members of the public who contribute time, funds, skills or support to Lifeline WA. Without community support Lifeline WA could not continue to provide emotional health support services to the Western Australian community. • Bean Talkin’ coffee van Lifeline WA Office Suite 44a, 7 Aberdeen Street, Perth GPO Box K765, Perth WA 6842 T: (08) 9261 4444 F: (08) 9421 1247 Web: www.lifelinewa.org.au Email: [email protected] Industry Collaborators HeadSpace Lifeline Australia National Office and Centre Network Men’s Advisory Network (MAN) Ministerial Council of Suicide Prevention Rotary Community Corps The Samaritans Western Australian Association of Mental Health (WAAMH) Youth Focus 30 11 12 13 14 | 15 Lifeline WA Office Suite 44a, 7 Aberdeen Street, Perth GPO Box K765, Perth WA 6842 T: (08) 9261 4444 F: (08) 9421 1247 Web: www.lifelinewa.org.au Email: [email protected] 31
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