Chair & CEO'sReport

Together, we welcome you to our 2018 Annual Report to share with you the highlights and activities of the past year.

We are thankful to God for all that this year has brought us, including the challenges and accomplishments we have worked in and through.

This year we have strengthened our focus on the customer and the way we do things; from our people to our processes and all things in between. Yet delivering Care you can trust is not an outcome of process or procedure, but it is the promise our staff and volunteers seek to deliver to our customers each day through meaningful service and care.

Our volunteers, the heartbeat of this organisation since our beginning, are an ongoing source of companionship for our customers and support for the services we deliver.

In particular, our growing team of Pastoral Care Volunteers are expanding on the work of our Chaplains as they respond to the pastoral and spiritual needs of our customers, giving them greater meaning and purpose in their lives. This year 80 participants have graduated and 35 have become active Pastoral Care Volunteers, bringing the total number to 139, a great achievement.

This program has also seen the development of additional pathways for pastoral care training, which we have developed in partnership with the Association of Baptist Churches of NSW and ACT.

Pastoral Care Volunteers, an ongoing source of companionship

Our new BaptistCare Leadership Team

Our partnership with Baptist churches across NSW and the ACT is a constant encouragement to us, and to further strengthen and facilitate these relationships, we appointed a new part-time role of Church Relationships Manager in January, filled by Trevor Wight.

In supporting our staff, we have been working diligently to establish an industry-leading safety culture, as together we strive towards an ongoing reduction in our injury rates and a safe workplace.

In June, we renewed our Enterprise Agreement (EA) for our aged care staff ensuring our rates of pay are among the highest in the aged care industry in NSW and the ACT.

During the year we also reviewed our leadership structure, to better prepare for and respond to areas of strategy and growth for BaptistCare. A new role of Chief Operating Officer (COO) was created, and filled by former General Manager – Home Services, Annette Hili who leads our Operational Leadership Team in the delivery of authentic, loving service and care.

Our new Strategic Leadership Team, led by myself as Chief Executive Officer, will deliver additional focus and time to an increasing number of areas and opportunities that require a structured strategic response. These changes were made effective from early April 2018, and you can see the new teams in our Leadership section.

Our property strategy remains active with a program of expansion to meet growing demand in key areas across NSW and the ACT, while also managing a strong emphasis on repairs, maintenance and capital expenditure upgrades, ensuring that our accommodation is able to facilitate high quality care in a homely environment.

As we maintain our focus on and enhance our person-centered approach, our residential services introduced My Day My Way, a whole-of-organisation culture change program focused on improving our resident’s quality of life through meaningful connection, knowing their story and supporting them to live a life that is meaningful to them.

The program also places us in a strong position as we prepare for future changes to residential aged care regulations, funding and standards.

Our Home Services division performed strongly this year in an increasingly competitive market, with attention directed to the growth of our Home Care Package (HCP) customers. The team also increased their concentration on the areas of wellbeing and re-enablement, as we seek to maximise our customers’ independence, health and wellness.

My Day My Way, improving the resident’s quality of life

The Hon. Pru Goward offically opens our HopeStreet Women’s Centre

Milestones for our Community Services division were many, and included the launch of our new HopeStreet Women’s Centre in Darlinghurst, the celebration of $11.5 million of no interest and low interest loans for people in need, and our third annual Halo Ball, raising money for women and children experiencing domestic and family violence.

We also expanded the HopeStreet identity, established and grown at Woolloomooloo, across a number of our Community Centres during the year. This consistency in branding affirms the uniqueness of each of our Community Centres and the vulnerable communities they operate in, while also providing us with the opportunity to increase our advocacy and storytelling in the community and with our supporters.

Our Housing and Retirement Living division continues to explore opportunities for acquisitions and partnerships for further expansion in targeted areas. This year a Development Application was approved for the 12-unit expansion of BaptistCare Maranoa Village in Alstonville, while in April we announced the development of the third and final stage of our independent living apartments at The Gracewood in Kellyville, which will include 88 new apartments and additional outdoor amenities.

As we celebrate this year we acknowledge our leadership, comprising the Board of Directors, the Strategy and Operational Leadership Teams and Senior Leadership Group, who have given their utmost to BaptistCare, and we commend and thank them for their wisdom and dedication.

To our staff and volunteers, the hands and feet of our organisation who are in our prayers always; we thank them for bringing our purpose, vision and promise to life and into the lives of our customers each day.

Finally, we look to God for steadfast faith and unwavering reassurance, that the path He places us on glorifies Him and delivers care to those in our service that is truly an expression of Christ’s love.