AMCS ANNUAL REPORT Moving forward in partnership & collaboration
2014-2015
We care, we support, we empower _ www.amcservices.org.au
CONTENTS _
PRESIDENT’S REPORT..................................................... 1 CEO’S REPORT.................................................................3 THIS YEAR........................................................................ 5 Highlights
6
Services Snapshot
7
Kenia’s Story
9
OUR SERVICES..............................................................11
Home Care/ Premium Care
13
Volunteer Programs
17
Access And Support (A&S)
21
HACC Service System Resourcing (SSR)
23
Planned Activity Groups (PAG)
25
Respite For Carers
29
Emergency Relief
33
Education
35
AMCS FOUNDATION................................................... 37 ABOUT US.....................................................................40
AMCS board
41
Our people
45
Statement of Income and Expenditure
46
Thank you!
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PRESIDENT’S REPORT _
Over the past few years I have mentioned the desire of Federal and State Governments to develop a strong market base and a consumer driven aged care system, thus bringing about major changes in the home care sector. Australian Multicultural Community Services Inc. (AMCS) operates mainly in this area.
As outlined in my report last year, AMCS has been actively moving down the path of Client Directed Care, broadening our community care and support services and developing our role and profile as a multicultural service provider, to prepare for these changes announced by the Federal Government.
In the May 2015 Federal Budget it was announced that from February 2017 funding for home care packages will be allocated directly to consumers rather than providers like AMCS. The Federal Government also announced the consolidation of the Home Care and Commonwealth Home Support Program packages into a single home care system from July 2018.
As an observation, in this changing operating environment, multicultural and ethnic based organisations and communities do not seem to be a government priority. While governments are reducing and/or redirecting funding in response to budget pressures, there is little recognition that the demand for community based services does not slow down with the economy and this presents significant challenges for the aged care sector amongst others.
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The aged care and community services sector, AMCS included, in response to the Federal Government announcements, has been responding in a variety of ways: -- Reducing overheads and administrative costs -- Increasing the use of technology via tablets,
smart phones and apps, automated phone systems, virtual offices and meetings, selfhelp web sites -- Employing casuals in favour of full time and permanent part time employees -- Mergers and acquisitions producing fewer but larger organisations -- Striving to be a low cost provider rather than a quality provider The Board and management are very focused on developing an appropriate strategy to take AMCS forward and build on our strengths over the next few years to meet the above mentioned Federal Government changes when they come into effect. While doing that, we will not lose sight of the critical community support services we provide in addition to our home based aged care services.
I would like to take this opportunity to thank the Board members for volunteering their time, experience and expertise and for their ongoing commitment to AMCS. I would also like to acknowledge our hard working and dedicated CEO, Elizabeth, staff and volunteers for the wonderful work they do in supporting our consumers and community.
Russell Howard  AMCS President
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CEO’S REPORT _
For those of us that have worked in community care for some time, 2014/15 will be remembered as a year of significant change for clients, organisations and all who work in this area. The landscape of how services are provided to clients has changed forever and includes greater client choice and flexibility, higher client fees and increased transparency. For community care organisations, this also means a degree of uncertainty and thus a need to adjust to the changing times, including greater and smarter use of technology, more flexible employment arrangements for staff, reduction of overheads and the need for stronger community engagement. I am very pleased the way AMCS and our great staff have embraced the various changes, especially with regards to Consumer Directed Care. Due to our forward thinking and preparation, AMCS has had a smooth transition to the challenge of providing home care packages on a consumer-directed basis. The last 12 months have also seen a significant expansion of our volunteer programs that provide such valuable support to older persons. AMCS has approximately 150 volunteers who undertake wonderful work in all areas of our activities, e.g. graphic design, collecting food 3
from Foodbank Victoria, visiting isolated ethnic seniors, office administration, and professional advice including practical assistance and working towards increasing the AMCS online profile by utilising google ads. The expansion of our volunteer programs occurred right throughout Melbourne and Geelong and we very much appreciate having an opportunity to do more in this area, through funding from the Department of Social Services (DSS). AMCS was also successful in two proposals, i.e. (i) to provide greater support to people of migrant backgrounds who experience financial hardship in West, North West, North East and Melbourne Inner of Melbourne (DSS funded), and (ii) to provide training and employment pathways for culturally and linguistically diverse women who live in the western region of Melbourne (funded by the ACFE Board). In terms of other highlights, our iPad training sessions for seniors have been particularly popular and we are very pleased to be able to contribute to greater digital literacy amongst multicultural seniors. One of the seniors from our iPad training sessions, asked to be released from hospital, caught a taxi and came straight to our office so they could take part in the iPad class!
AMCS is a professional service organisation that has an ATO (Australian Taxation Office) approved charitable status. In order to be able to assist more clients and provide greater support to migrant and refugee communities, AMCS has established a charitable fund and has embarked on its inaugural fundraising activities. Please look for more information about those initiatives in this report. Any successful organisation needs supporters and AMCS is blessed to have a good organisational support network. This includes our partnership and membership with Leadership Victoria who assist us with professional pro bono volunteers who conduct projects for us. We are delighted with the projects that we were able to do last financial year and these included succession planning review and lean office initiative. We also value very much the three-year partnership that we have had with Uniting Care Life Assist, which ensures that CALD carers have a break from caring and are supported through weekly group activities.
Our work cannot be done and cannot be done well without the dedication, hard work and professionalism of AMCS staff and volunteers. I wish to thank each of the 85 staff and each of the 150 volunteers for their contribution to making a difference to those that seek our assistance due to failing health or unfortunate and/or unforeseen life circumstances that diminish their independence or life copying skills. Last but not least, I thank each AMCS Board Director for their contribution and commitment to our wonderful organisation. Your involvement is voluntary but results in great monetary value and tangible positive impact that we know of through feedback from the 500+ clients that we support every week.
Elizabeth Drozd  CEO
AMCS is grateful for all assistance that it receives. This includes State and Federal government departments, charitable foundations, sponsors and partner organisations. 4
- THIS YEARFor more than 30 years we have been building the capacity of our organisation to provide high quality and customer focus services according to the diverse characteristics of the ageing population of Victoria. We have seen the aged care industry grow, experienced program expansion in many areas and had the privilege to empower more older people to live independently and be socially connected than ever before. We are an organisation that proudly offers culturally appropriate support services to older people from multicultural communities. Population studies show that by 2026 the number of older people from culturally and linguistically diverse backgrounds living in Australia will reach almost one million (AIHW 2004), which accounts for 22.5% of the older Australian population (ABS 2011). This gives us more reason to be committed to support and empower our older migrants to have a better quality of life. 5
2014-2015
HIGHLIGHTS
Transitioned all existing consumers of Home Care Packages to consumer directed care (CDC) model
Established culturally and linguistically diverse (CALD) network meetings to exchange information relating to the Aged Care Reform and the impact on CALD communities
Developed iPad training for care recipients to enable them to stay connected with family & friends
Ensured supported access to services for 143 CALD seniors who are facing barriers in accessing services due to their diversity
Established two new PAGs – one in the City of Melbourne for older people from a Chinese background and a second one in the City of Greater Geelong with a Multicultural focus
Supported through our Emergency Relief program more than 250 people experiencing financial disadvantage
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SERVICES SNAPSHOT
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ACCESS AND SUPPORT
The purpose of Australian Multicultural Community Services (AMCS) is to provide support to people of various ethnic backgrounds. The work with our clients is based on quality, respect and diversity, consumer satisfaction and compliance. We deliver this through the following programs:
Assisting consumers to identify the types of services they need, providing information and linking them to suitable service providers. MELBOURNE
EMERGENCY RELIEF SERVICES Providing support to people and families in the community who are experiencing financial difficulty. MELBOURNE
VOLUNTEER VISITING PROGRAMS Our multilingual volunteers visit older people and people with a disability in their homes or in nursing homes to provide companionship. MELBOURNE & GREATER GEELONG
RESPITE FOR CARERS Providing opportunities for carers to have a break and look after their own health and wellbeing. MELBOURNE
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CULTURALLY APPROPRIATE HOME CARE We deliver culturally appropriate home care to people receiving government funded home care packages. Our services are personalised and delivered by highly professional multilingual care workers. MELBOURNE & GREATER GEELONG
PRIVATE CARE We offer culturally appropriate home care to people receiving government funded home care packages that need extra services, people waiting for services or people ineligible for government MELBOURNE & GREATER GEELONG
AMCS EDUCATION Offering high quality and low cost English and computer classes for people from diverse backgrounds. SOUTH-WESTERN & NORTH-EASTERN VICTORIA
HACC SERVICE SYSTEM RESOURCING (SSR) Working in collaboration with local government and Home and Community Care (HACC) service providers to improve the circumstances of older people from diverse backgrounds through a range of community development initiatives.
PLANNED ACTIVITY GROUPS AMCS runs activity groups for older people from multicultural backgrounds to socialise with others from their own culture. MELBOURNE & GREATER GEELONG
MELBOURNE
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KENIA’S STORY
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Quality care through continuous learning
Several years ago, Kenia Mawer’s world changed forever when her three year old son was diagnosed with autism. Kenia found herself having to face a condition that she knew nothing about. Kenia was saddened when she noticed how other children with autism were treated differently, and often isolated at school. This motivated her to learn as much as she could, so that she could help her son lead a loving and positive life. Soon Kenia decided to take her life in a new direction, enrolling in a Certificate IV Disability course. A friend of hers suggested that Kenia should additionally study an Aged Care course, so she also enrolled in a Cert. III and IV in Aged Care. Through her studies, Kenia discovered a range of techniques to understand and assist her son. Her studies lead Kenia to grow more empowered, and less anxious about his condition. Kenia also successfully completed the theoretical requirements of her Aged Care Cert. III and IV. This led her to discover a new passion, and future career path: assisting the elderly. 9
Kenia actively progressed her goal of working in the care industry by gaining a volunteer position with AMCS. Her first step was assisting in reception using her administrative skills and experience. Kenia thrived in this role, enjoying being part of an organisation that recognises community needs. Kenia was then offered a temporary paid position at reception which she gratefully accepted. As the end of this appointment approached, Kenia thought about staying on as an admin volunteer, but was worried that she may have to leave. ‘Where would I find such a beautiful place to work like this one? AMCS is a place where you can really connect with each other’. Luckily, the Home Care Packages rostering clerk and care advisor approached Kenia about the possibility of joining the HCP team as a support worker. Kenia was overjoyed about staying on with AMCS. This would provide her with the opportunity to work directly with the elderly and individuals with a disability.
-  Don’t count your days but make the days count  While Kenia has only been in her new role for a short time, she already feels that she is greatly appreciated by her consumers. She believes that she is fortunate to be working with them, and enjoys assisting with their daily needs. One of the most satisfying elements is that Kenia can help her consumers fulfil their wishes to remain living at home. AMCS is committed to assisting Kenia in reaching her full potential. Upon finding out that she still needed to complete her Cert. III and IV Aged Care placement hours, her supervisor became determined to make this happen. As a result, Kenia will soon begin her placement hours at a residential facility. She is excited, and looking forward to her future. Kenia is very grateful to AMCS, her colleagues, and for the various professional opportunities that have come her way. Every day she feels like a special member of the AMCS family.
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- OUR SERVICES11
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HOME CARE/ PREMIUM CARE
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As people age and wish to live independently in their own home they may require some help with daily tasks. We acknowledge that older people are generally happier and more connected to their communities when they remain living in the comfort of their own home. This is why we empower our consumers with greater personal independence and social connections every step of the way. As of the 1st July 2015 all Home Care Packages are delivered in the Consumer Directed Care (CDC) way. AMCS places the consumer at the centre of their care. Service management is offered at the level the consumer chooses. Consumers are making the decisions on how their allocated funds are used to support their needs and goals. Our role is to support the wellbeing of older people and people with disabilities by enabling them to access equitable and culturally appropriate care that provides quality, value, choice and flexibility. AMCS values diversity and understands the needs of people from nonEnglish speaking backgrounds, appropriately providing multilingual staff.
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Our Care Advisors work together with the consumer and their carers on their goals, including their individual budget. The consumer can choose the level of involvement in managing their Home Care Package. Care Advisors assist consumers to focus on wellness and re-enablement goals and maximise connection to local communities and cultural networks. Care Advisors assist consumers to develop consumer-centred Care Plans, with goals and support to meet needs and preferences. Care Advisors assist consumers to explore their health and wellbeing needs and facilitate access to services that will lead to healthier lifestyles.
Premium Care Currently AMCS provides services to consumers from over 20 different countries of origin other than Australia. Culturally and linguistically diverse (CALD) consumers represent 95% of our entire customer base. AMCS has exceptional expertise and experience with over 85 multilingual staff delivering services that are culturally competent and sensitive to CALD communities. We have established the Premium Care program to broker our services to other service providers We offer home care to older people and people with disabilities from nonEnglish speaking backgrounds. Services are personalised, culturally appropriate and delivered through professional multilingual support workers who speak more than 15 languages. The benefit for a consumer having multilingual care workers is more than just communicating in their own language – it is also about enjoying a shared background. AMCS Premium Care workers and support team are fully committed to their duty of care, serving our consumers professionally and compassionately. AMCS Premium Care services are available to individuals and aged care service providers in Melbourne and Geelong, 24 hours a day, 7 days a week all year round.
ACHIEVEMENTS -- Transitioned all existing consumers of Home
Care Packages to CDC model -- Employed over fifty Direct Support staff with various attributes and skills to provide quality service provision to Multicultural communities -- Established CALD network meetings to exchange information relating to the Aged Care Reform and the impact on CALD communities -- Provided Premium Care services to 68 consumers who speak 17 different languages, from 10 other organisations
VISION FOR THE FUTURE -- Provide high quality service and support to
consumers on Level 2, 3 & 4 packages, to continue support when their needs change -- Adopt new technology for staff and consumers to learn new skills to improve service provision
PARTNERSHIPS -- During 2014/2015 AMCS worked in partnership
with 9 other aged care services providers Baptcare, Benetas, Feros Care, Annecto, Villa Maria Catholic Homes, Cares Victoria Respite, Royal Melbourne Hospital, RDNS and Northern Health - to deliver Premium Care services to a range of people speaking 17 different languages other than English 14
Ms Elia’s Story Living independently Home Care Packages consumer Ms Elia has been part of the AMCS family since October 2014. Born in El Salvador, Ms Elia completed college and went on to become an farm process educator. This position allowed her the opportunity to travel around the country. At the age of 20, Ms Elia got married and had 5 children, but unfortunately her husband left her once their children were raised. Ms Elia was grateful when her daughter sponsored her migration to Australia in 1991. Whilst her family have provided great support, Ms Elia couldn’t help but feel isolated and alone in her new home. Her physical condition was worsening, and her family worried about how much longer she would be able to live independently. Ms Elia and her family had not heard of the government funded Home Care Package service until their GP mentioned it.
Today, Ms Elia says she feels good, and is more at peace with her life. The Support Workers that come to visit, always assist and engage with her to make her happy. Ms Elia now has weekly visits from a volunteer, and thanks to the joint efforts of her daughters and her Care Advisor, Ms Elia has various pieces of equipment that have become invaluable to her goal of living as independently as possible in her own home. Her daughter even says that her mother’s personality has changed to a more positive and happier attitude, “She smiles more”. The family are grateful to AMCS because they can spend more quality time with Ms Elia. Ms Elia says that she would recommend AMCS to anyone who is in need of assistance at home. When asked why, she says that after “all the help that AMCS has given to me. The benefits it would have in their own life would be wonderful.”
After a referral from Ms Elia’s GP, AMCS Ms Elia also wanted to say “big thank you to contacted her daughter, and the various HCP AMCS, and I am grateful to the Lord every day packages were discussed. Once a suitable for bringing AMCS to me.” solution was identified, information was sent, and a meeting was quickly organised for a Spanish-speaking Care Advisor to meet with Ms Elia and her family. 15
— Ms Elia at her home with her care advisor, Eloina and care worker, Kazia.
_ big thank you to AMCS, and I am grateful to the Lord every day for bringing AMCS to me. _
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VOLUNTEER PROGRAMS
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AMCS has a range of volunteer opportunities for people to be involved with at our office and with the community. Office volunteers: Volunteers provide valuable support to our day-to-day office function. Roles include administration, accounting, board, marketing and communications, graphic design, IT, web, writing, mentoring and photography.
Community Visitor Scheme (CVS)
Community Volunteers: AMCS relies on the support of volunteers to deliver some of our programs. We are constantly recruiting volunteers to support programs including Planed Activity Groups, Respite Day Care Centre and Volunteer Visiting Program.
The latest volunteer program implemented at AMCS supports isolated people from culturally and linguistically diverse (CALD) backgrounds who are staying in their private homes and receive assistance through Home Care packages.
The volunteer visiting program is divided into three subprograms: Friendly Visiting Program, Community Visitor Scheme (CVS) and CVS Expansion. Friendly Visiting Program (FVP) The aim of FVP is to prevent social isolation, and re-establish vital community links important in enabling consumers to remain at home and have community support.
The focus of CVS is to provide social support to the consumers who live in residential aged care facilities across Victoria. CVS Expansion
All of the programs are based on the regular volunteer visits. AMCS volunteers provide social support and/or transport to different places for isolated elderly and disabled people of CALD background living in their private homes located in the north west of Melbourne. The role of the volunteer visitor in providing companionship and friendship for the growing number of fragile and lonely people from CALD backgrounds in Victoria has become increasingly important. Culturally sensitive support provided by AMCS volunteers has proved to be of huge importance to our consumers.
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Story from Community Visitors Scheme Expansion Program Volunteers make the best friends You never know when you’ll meet a new companion (or grandfather), as one of our CVS Expansion Program volunteers found out when she visited a Polish client in hospital. ‘Mr Stasiu thanked me for my visits. He was in the hospital numerous times, and was always so surprised and happy to see me visiting him. A little bit shy, he asked me whether I would like to become his adopted granddaughter. I felt really touched. Within such a short period of time I had an amazing friend. The last time I saw him in the emergency unit at the hospital he was resting peacefully. I had brought him a Polish book. As I spoke to him in Polish he opened his eyes, and then closed them and continued to sleep. A few days later, the bouquet of flowers that he had given me and that had perfumed my apartment, withered. It was on the same day that my adopted grandfather sadly passed away. Thus my appeal in the words of Jan Twardowski, Polish priest and poet:
“Let’s rush to love people, because they leave so quickly.” We enjoyed each other’s company at each and every visit and I will always remember his wonderful smile.
ACHIEVEMENTS -- Doubled number of active
volunteers in the last two years -- Recruited volunteers from 29 various backgrounds -- Provided service for clients from more than 10 different cultural backgrounds across Victoria
VISION FOR THE FUTURE -- Expanding volunteering services to
more backgrounds -- Developing partnerships with different ethno-specific organisations -- Continuing to train our volunteers in active service model to enable them to support our clients in maintain their independence
PARTNERSHIPS -- During the 2014/2015 year
AMCS liaised with more than 10 organisations such as Red Cross, MS Australia, Wesley Mission, Wesley Do Care, Do Care Geelong, Brimbank City Council, Wyndham City Council, Maribyrnong City Council, Local Senior Citizen Clubs, Rotary clubs, Neighbourhood houses and Coptic Women Association to promote our visiting programs in order to identify clients and arrange referrals. 18
VOLUNTEER VISITING PROGRAMS STATISTICS _
AMCS’ 138 volunteers:
speak
20 different languages
98%
2014
208
2015
CONSUMERS
19
FULL-TIME WORKERS 15.2%
HOURS SPENT WITH CONSUMERS
were born overseas
UNEMPLOYED/ STAY AT HOME PARENT 2.2%
they provided support to
6000
JOB SEEKERS 5.1% 11.6% STUDENTS
53.6% RETIRED PART-TIME WORKERS 12.3%
WHO VOLUNTEERS?
Story from Residential visits (CVS) Helping people stay connected Marie contacted CVS with a request for Polish speaking volunteers to visit her 92 year old father, Andrzej in a residential care facility.
always remember her name and react with excitement and a big smile, calling her‚ Dear Ms Joanna.’
Andrzej was a participant of the Warsaw Uprising in 1944. He subsequently migrated to Australia in 1949. Once here he became an active member within the Victorian Polish community, as well as a member of the Polish Technicians Association in Melbourne.
Marie wrote a beautiful thank you card to AMCS, calling our services ‚a link in the golden chain which supports’ her and her family.
Marie was looking for a volunteer to spend time with her dad, who was very keen on chatting to people in Polish. Due to a stroke, Andrzej’s English skills and short term memory had become impaired. A CVS coordinator matched Andrzej with newly recruited AMCS volunteer Joanna, a retired nurse with previous CVS experience at MS Australia. Joanna and Andrzej connected really well, and she remained in constant contact with both of his daughters. Even carers from the aged care facility were pleasantly surprised when Andrzej, upon seeing Joanna, would
- ...her first volunteering experience will remain in her heart forever In July 2015, Andrzej sadly passed away. Joanna attended his funeral, saying that it was an honour to be a part of Andrzej’s journey in the last year of his life, and that her first volunteering experience will remain in her heart forever.
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ACCESS AND SUPPORT (A&S)
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Access and Support Program aims to give seniors facing barriers in accessing services the care of their choice and to empower them by increasing their involvement in the decision making process. Our program coordinators understand, accept and respect cultural diversity. Supporting newly established ethno-specific organisations - Indian Care Inc. In March 2015, AMCS and Indian Care Inc. representatives signed a new partnership agreement. AMCS and Indian Care Inc. will work together and provide a culturally sensitive service for people of Indian origin and facilitate their access to other existing community service organisations, work in collaboration with other organisations to support people of Indian origin that are facing hardship and educate mainstream services about how to better meet the needs of people of Indian origin. In May 2015 AMCS hosted the first AGM of Indian Care Inc.
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Participation in leadership groups In 2014 AMCS joined Western Intake Network Group (WING)’s Leadership Group. In May 2015 AMCS organised and hosted the 14th WING meeting dedicated to the A&S program and Working with CALD and Aboriginal and Torres Strait Islander (ATSI) consumers. Representatives from more than 10 organisations, health service providers and city councils were present at the network meeting including Aged Care Assessment Service (ACAS), Department of Health and Human Services (DHHS), CareConnect and etc.
Client story Independence maintained together Jack is 72 years old with a Maltese background and living alone. He would love to continue his independence for as long as possible, and not have to rely on his children. Unfortunately, Jack has limited English, many health issues, and is financially disadvantaged. But since AMCS has started to assist him, Jack feels that he has regained his freedom. ‘I am very lucky that people and organisations like you exist,’ explains Jack. ‘Before, I was lost and insecure; I didn’t feel confident to go somewhere and ask for help.’ ‘I probably wouldn’t have agreed on any referrals and services if someone like you hadn’t come to my home and explained the services available in such a nice way and understood my needs,’ says Jack. ‘Now I feel much more confident and I can start receiving the agreed services with trust. You have made life much easier for me, and I am very thankful for that.’
ACHIEVEMENTS -- Ensured supported access to services for
143 CALD seniors who are facing barriers in accessing services due to their diversity -- 1111.46 hours spent with and/or on behalf of consumers and 597 hours of community engagement and professional networking -- 222 referrals sent on behalf of consumers
VISION FOR THE FUTURE -- Continuing to provide support to clients to
build trust, acceptance and understanding of diversity, cultures and beliefs -- Empowering clients to get involved in the decision making processes -- Promoting inclusion of indiv iduals that face barriers in accessing services -- Working on systemic service improvements
PARTNERSHIP -- During 2014/2015 AMCS worked in
collaboration with Alzheimer’s Australia Vic and Carers Victoria to plan, organise and run activities for carers aiming to improve their health and wellbeing -- AMCS provided various information sessions on Aged Care services to ethno-specific groups including: Indian Senior Group, Polish Senior Clubs, Burmese Senior Group, Middle East Christian Communities, Chinese Community, Alevi Community, Filipino Community and Oromo Community 22
HACC SERVICE SYSTEM RESOURCING (SSR)
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HACC SSR works in collaboration with local government and Home and Community Care (HACC) service providers to promote their services, support HACC eligible consumers with complex needs due to diversity to access HACC services, and other related services if required. This program also works in co-operation with relevant HACC, Aged Care and multicultural service providers to proactively identify and respond to service system barriers. Some of the initiatives implemented by this program to support consumer and respond to their specific needs include information and activity sessions for groups and individuals
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requiring help to access HACC services and other services available, providing short term support to HACC eligible consumers, liaising with HACC funded services to facilitate clients’ access to services and the promotion of a social and healthy lifestyle.
ACHIEVEMENTS During the year in review SSR had successfully implemented three projects: -- Multicultural Memory Lane Cafe (MLC) project, in conjunction with Alzheimer’s Australia Vic for community members who are experiencing memory loss and their carers -- Carer group: Provided social outings and information sessions to Polish Carers -- IT training for seniors
VISION FOR THE FUTURE -- Capacity building of small and emerging
communities i.e. Sierra Leone and Ethiopian Communities. -- Empowering and resourcing the CALD senior Citizen Clubs -- Working collaboratively with service providers to enhance community access to services and reduce barriers
PARTNERSHIPS -- During 2014/2015 AMCS worked in collaboration
— Memory Lane cafe at Brimbank
with Alzheimer’s Australia Vic and Carers Victoria to plan, organise and run activities for carers aiming to improve their health and wellbeing -- AMCS provided various information sessions on Aged Care services to ethno-specific groups including: Indian Senior Group, Polish Senior Clubs, Burmese Senior Group, Middle East Christian Communities, Chinese Community, Alevi Community, Filipino Community and Oromo Community 24
PLANNED ACTIVITY GROUPS (PAG)
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Social isolation is a common experience for elderly people and is even greater for people from CALD backgrounds because of language difficulties, lack of family and friends in Australia and other issues. This feeling of loneliness and exclusion is difficult to deal with. To meet this need, AMCS has been running six Planned Activity Group (PAG) programs as a part of Home and Community Care (HACC).
Our PAGs are designed to help older people, carers and people with disabilities to stay healthy and active by engaging them in interesting and fun group activities organised by qualified AMCS Team Leaders with support from 15 volunteers. The program focuses on social interaction, building confidence and maintaining dignity and self-esteem in a safe, welcoming and home-like environment.
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Two programs based in Melbourne and four in Geelong are concentrating on the Person Centred approach and maintaining maximum independence while undertaking activities, which enhance physical and cognitive skills.
ACHIEVEMENTS -- Establishment of Chinese PAG in the City of Melbourne area -- Establishment of Multicultural PAG in the City of Greater Geelong -- Seniors’ Art Exhibition organized by PAGs in Geelong as a
joint initiative to celebrate common interests apart from culture differences
VISION FOR THE FUTURE -- Continue providing high quality service and support for our
consumers in achieving their goals as a part of Active Services Model (ASM) approach. -- Reduce the consumers’ social isolation by cultivating their culture and interests -- Recognise volunteers’ work -- Continue professional development of staff -- Promote active lifestyle among seniors
PARTNERSHIPS -- Collaboration with local podiatrist service to visit PAG on a
regular basis -- Partnership with COTA Victoria who are providing a range of information sessions for our consumers and staff -- Ongoing friendship between consumers from different PAGs, including joint activities and outings to explore diverse culture and food -- Engage with organisations such as Geelong Independent newspaper, St. Laurence Community Services and Alzheimer’s Australia VIC to promote the program -- Liaise with Bunnings Warehouse in Melbourne and Geelong to include PAG’ participants in its Community Program 26
Client’s stories Ms Hilda’s story
Mr Aron’s story
Ms Hilda recently joined one of our PAG groups in Geelong. Ms Hilda is a German lady who suffers from dementia and anxiety. Often when one of our PAG workers contacts her, she can seem unsettled or upset.
Since migrating from Poland, Mr Aron felt socially isolated. He lacked any family in Australia. A couple of months ago, Mr K decided to join the Polish PAG in Sunshine to engage with other people of a similar age group and language. At first, Mr Aron was unhappy, and had a hard time connecting with the group.
But after Ms Hilda’s recent experiences with the group, Ms Hilda agreed for our worker to come around the next morning and check on her. She can’t stop smiling as she tells them that she’s so happy to be around people her own age. On her way home, Ms Hilda says she’s had the best time ever.
It took a few months, but Mr Aron started to become more open. Soon he was singing, and nobody could stop him. Now he shows off his great sense of humour, partakes in conversations with other consumers and staff, and is a vital member of the PAG group each week.
PLANNED ACTIVITY GROUP STATISTICS PAG supported 2014
105
From 2015
CONSUMERS 27
8 cultural background
18649
HOURS OF SERVICE
— Chinese Planned Activity Group outings to the Shrine of Remembrance and the Royal Botanic Gardens Melbourne
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RESPITE FOR CARERS
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The word “respite” means “rest” or “relief”, but this word takes on an even greater significance when it is used in the context of caring for an older person. Caring for someone can be very rewarding but it can also be demanding and tiring work — both physically and emotionally. It is a challenging task, and it is easy to neglect your own health and wellbeing when you are involved with your loved one’s needs. AMCS Respite Day Centre is a response to carers’ needs and is giving them opportunity to gather strength and energy to be able to continue their caring role.
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Two programs which are carried out in the eastern and northern parts of Melbourne create an excellent occasion for the carers to take advantage of time off, to recover their physical and mental strength and to enable them to break away from the daily duties associated with the caring role.
ACHIEVEMENTS -- Development of iPad training for
— Outing to a Restaurant
care recipients to enable them to stay connected with family and friends -- Participation and performance of choir from Wantirna Respite Group during the XXV Congress of Seniors in Albion and AMCS Christmas Party at Taylors Lakes
VISION FOR THE FUTURE -- Continue supporting carers and
— Respite attendees doing memory games and finding missing words in known popular folk sentences
strengthening them in their caring roles -- Further staff trainging -- Promote active lifestyle among seniors -- Expand activities offered to the client such as picnics and concerts for seniors -- Increase cooperation with the ethnic communities -- Maintain high quality of the service -- Ongoing promotion of the program
PARTNERSHIPS -- Ongoing partnership with Uniting
Care Life Assist as our funding partner for Respite programs. — Respite Choir trip 30
iPad Training There’s an app for everything! In February 2015, as a part of the Active Service Model (ASM) and AMCS’s initiative to introduce easy to use computer technology to the elderly and disadvantaged clients, we introduced training on iPads. In the first class, participants were introduced to how the iPad can be used to benefit seniors. The students were able to touch the device and use different applications. While some participants found the class too difficult, mainly due to their poor eyesight, the majority expressed a willingness to continue the training.
The second session allowed each participant to independently use their own iPad. The most encouraging factor for our seniors was the ability to use the internet to obtain information about the medications that they are taking, and access information about diseases that may affect them and their loved ones. Despite initial concerns from some of the participants, “Fun with iPads” (as they started to call the training) proved to be an interesting experience for them. In fact, when some of the consumers informed their family of their new skills, they found that their grandchildren offered to help them learn even more tricks, sparking an amusing renewal of their family relationship.
— Respite and PAG consumers at iPad Training.
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Ms Ewa’s story Simple tasks can provide huge motivation The carer of 92 year old Ms Ewa now has little worry about when he gets her ready for her respite group meeting.
The pair then asked Ms Ewa to bring a few lemons for use with the tea during the program.
Ms Ewa, who suffers from vision impairment, limited mobility and mild cognitive memory loss was previously having some difficulties preparing for her regular trip, until a conversation between her carer and an AMCS team leader provided a sweet and sour answer.
This suggestion proved to be very effective. Ms Ewa loves her new ‘job’ of bringing in lemons from her garden, which she willingly shares with the other participants in the group.
The pair decided that bringing lemons from Ms Ewa’s garden might motivate her to attend the program. With her carer hoping that ‘maybe this obligation would encourage her.’
Now if Ms Ewa is ever reluctant to leave the house, her carer just reminds her that she promised to bring in some lemons, which immediately gets her joyously moving again.
RESPITE STATISTICS Respite supported
2014
8 3
2015
CONSUMERS & THEIR CARERS
From
5 cultural background
9660
HOURS OF SERVICE
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EMERGENCY RELIEF
_
AMCS Emergency Relief Program helps and supports individuals and families from culturally and linguistically diverse (CALD) backgrounds and other people who are experiencing financial crisis. We talk to consumers about their needs, identify the areas they need support in, give advice on what they are entitled to and provide referral to appropriate services. We are also able to provide material aid to help people address immediate basic needs in times of financial struggles. One of our biggest successes during the year in review was to secure extra funding from the Department of Social Services under the Wellbeing and Capability Program. This allows AMCS to continue providing support to individuals and families experiencing financial crisis through our Emergency Relief program for the next three years. Listening and acting Our door is always open, because we always care Ms Dana left AMCS feeling less alone, and smiling widely. But unfortunately the beginning of her story was less optimistic.
After listening to her story, and assessing her immediate and short term needs, a plan was jointly created.
Ms Dana was a migrant, recently released from community detention, and expecting her second child. She presented distressed at our office and spoke only limited English. She told us that she was unable to provide for her toddler, and had no furniture in her temporary shared accommodation.
The following goals were set: -- Provide Ms Dana with food vouchers and a parcel -- Provide a referral to The Salvation Army and Red Cross for assistance with Ms Dana’s housing and house goods -- Provide a referral to a financial counsellor to assist in managing Ms Dana’s budget and current outstanding bills -- Provide Ms Dana a referral to English classes -- Find Ms Dana a job
An AMCS Emergency Relief Officer was rapidly able to gain Ms Dana’s trust through an empathetic approach.
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ACHIEVEMENTS -- More than 250 people experiencing
financial disadvantage supported -- More than 100 food parcels provided -- More than 130 Food vouchers -- More than 40 referrals sent on behalf of consumers
VISION FOR THE FUTURE -- Increase the capacity of clients to be
— Emergency Relief Client and child.
After the planning session, Ms Dana left both appreciative and determined. No longer facing her problems alone, she remains committed to following through on her new life plan. Ms Dana has now received assistance finding independent furnished accommodation. She is also attending English classes to improve her English while she waits for her eligibility to work.
independent -- Increase clients’ economic and social participation in their communities -- Help clients to address immediate needs in time of financial crisis -- Assist more financially disadvantaged people with complex needs across Melbourne’s North, West, NorthWest and North-East
PARTNERSHIPS -- AMCS Established partnerships with
15 organisations in order to support individuals and families to overcome financial crises, build financial wellbeing, capability and resilience 34
EDUCATION
_
AMCS provides a range of education programs delivered through funding from the Adult Community & Further Education (ACFE) Board.
Students who have participated in AMCS classes came from a range of backgrounds and experiences including: -- Those who have been in Australia for a long time but who had not undertaken previous study in English -- Mature aged students re-entering the workforce after a long break or repositioning their careers for a range of reasons -- Workers aiming to improve their English to enhance their employment skills and opportunities A range of teaching strategies are used by staff to engage with the students who come with a diverse range of knowledge, skills, experience and backgrounds.
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English Classes English classes continued to be delivered in the Western and Eastern Metropolitan Regions throughout the financial year. AMCS is looking to work with a range of communities in the two regions to deliver classes at varying English language skill levels from absolute beginner to those who are trying to improve their language skills for work and study purposes. Courses delivered throughout the period include: -- Conversational English -- English for Everyday Life and Employment -- Effective Business Writing
ACHIEVEMENTS -- During 2014/2015 AMCS
delivered 16 courses, covering a total of 192 students. This result was possible thanks to the support of Adult, Community and Further Education (ACFE) Board Computer and iPad Classes Most of the students had limited or very basic knowledge of computers, lacked confidence, and were scared of “technology� in general. The key to our courses is that computers are fun and offer us access to a vast world of information, communication and items of interest. Computer classes are hosted in our office in Maidstone and Delahey Community Centre. Our own computer lab, providing access to 10 workstations is a valuable asset not only for our computer classes but also for our English classes whose participants now have access to a range of online teaching resources. Thanks to the ACFE Board Grant for Training Delivery Support, AMCS was able to purchase more iPads. It enabled us to commence the delivery of introductory iPad classes to community members from a diverse range of nonEnglish speaking backgrounds. The course program is relaxed, fun, entertaining and provides important skills to use this new technology.
VISION FOR THE FUTURE -- Continue to explore strategies
to engage our students in the adult learning process and to create pathways for them to further develop skills and knowledge that provide opportunities for inclusion in education, employment and community life
PARTNERSHIPS -- During 2014/2015 AMCS
leased with organisations such as Delahey Community Centre, Cairnlea Community Hub, Maidstone Community Centre, Polish House Syrena to successfully deliver the different courses 36
- AMCS FOUNDATION-
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AMCS embarked on its first Emergency Relief Christmas Appeal in December, to raise funds and collect gifts, clothing and food parcels for those experiencing financial hardship.
We were extremely grateful to the generous supporters who helped make Christmas special and put a smile on so many faces. A big thank you to Life Centre Trust for the generous donation of 50 Christmas Hampers for our summer appeal. In April, AMCS was very fortunate to be chosen as one of 19 charities to present a community pitch to local businesses as part of the Seddon Community Bank sixth birthday promotion. Following the pitch, the top six charities, including AMCS, were selected for a month long social media campaign inviting the general public to vote for their favourite campaign. AMCS was very proud to be part of this promotion and thanked Seddon Community Bank for this great initiative and their support of local charitable organisations.
This year, the AMCS Foundation was established as an internal fund of Australian Multicultural Community Services. The purpose of the AMCS Foundation is to provide financial support to multicultural communities in the areas of education, social/sporting club projects, special projects that support multicultural communities, activities to promote and preserve their history and language and culture in Australia. We look forward to exploring new ways to make meaningful distributions to ethnic communities from 2016. AMCS would like to thank our wonderful supporters for their contributions throughout the year. We could not do what we do without you.
If you would like to find out more about the AMCS Foundation or would like to become We would also like to acknowledge the following community partners for their support: involved, please contact AMCS on telephone (03) 9689 9170. JAS Stephens Real Estate, Sweeney Estate Agents, Pekish@Yarraville, The Yarraville Club and the Rotary Club of Yarraville. AMCS were chosen as one of three charities of choice for the month of May by Grill’d at Highpoint. Through this promotion we were able to promote our emergency relief services and were very grateful to Grill’d for this opportunity. 38
- Participants of the Respite Daycare group in Eastern Region of Melbourne doing physical and mental activities. Photo credit: Gihan Isac
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- ABOUT US-
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AMCS BOARD
_
_
Russell Howard
Ryszard Bliszczyk
President
Vice President
I was a volunteer with Great Connections (helping NFP organisations on various projects) when I joined the Board. I joined the Board because I believe my skills, knowledge and experience could be of value, particularly in the areas of strategic planning and corporate governance. I became a volunteer to give something back to the community because I believe strongly that volunteering makes our society stronger.
As a Board member and Vice President for AMCS for the past 5 years, I'm following a 'family tradition' of community activism – especially in ethnic communities. I also support other charities and community organisations.
Joined: 2008. President since October 2008 I have extensive experience in Human Resources, General Management, Career Management consulting, executive and nonexecutive Director roles, across a wide range of organisations locally and internationally.
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Joined: 2010 I have 25 years of experience and expertise in business and leadership development and have spent my career advising companies and executives around the globe. I now provide one-on-one coaching, counselling and advisory to clients and work with Executives and Boards for support in team building and decision making. I hold a position as Adjunct Professor, Graduate School of Business & Law, RMIT University and I'm also a PhD candidate at Murdoch University
Ron Horfiniak
Agatha Pawlowski
Prof. Des Cahill OAM
Treasurer
Director (Secretary)
Director
I joined the Board as I believe that my range of skills and experience particularly in areas of financial and business management can assist the organization in continuing to deliver and broaden the range of services to its current and future clients. I also became a volunteer to give back to the community. Volunteering is today the cornerstone of many NFP organizations.
I joined the Board because I have a strong interest and commitment in the provision of care and support to those who are vulnerable in our community.
In my time as a board member I've watched the Australian Multicultural Community Services grow from its roots in the Polish Australian community to the emerging area of refugee and migrant social care.
Joined: 2010 I have a diverse and extensive business background, spanning a broad range of industries, including IT, Manufacturing, Financial Services, Management Consulting and NFP. Positions held have been at General Management, CFO and executive and non-executive Director level, for both local and international organisations.
I volunteer because I want to learn more about governance of organisations providing these services. I want to be involved and contribute to the improvement and development of these services including identifying gaps and innovations to diversify and better the care provided. Joined: 2005 As a registered psychologist, I have experience in counselling and supporting families during times of grief and distress, understanding the needs and desires of people who have a chronic condition or disability, and an awareness of the difficulties and rewards of working in this field.
Its commitment to the immigrant aged through its provision of services is impressive, and through its research and conference sponsorship AMCS has provided leadership to the whole multicultural health and welfare field. Joined: 2005 I hold the position of Professor of Intercultural Studies at RMIT University, where I've been engaged in academic and research activities in immigrant and refugee settlement for almost four decades. I'm also chair of Religions for Peace Australia, and was awarded an OAM for my involvement in intercultural education and the interfaith movement.
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Assunta Marrone
Mary Schloetzer
Paul Walec
Director
Director
Director
I've worked in the multicultural sector, women’s sector and youth sector as a community development worker for the past 20 years. I am passionate about delivering services that are cultural responsive and patient and client centred. My paid and voluntary roles have all focused on addressing inequity and social justice.
In my role as board member, I have seen the organisation change from a grass roots venture to a highly respected and energetic not for profit.
I work in the Property and Investment industry and I have a strong interest in Health Care, Housing and associated services. I joined the board to assist AMCS expand and accelerate its business model in becoming a leader in aged care and affiliated services in the broader multicultural community.
Joined: 2012 I have experience in case management, project management, health promotion and workforce development. I am currently the Manager for Consumer Partnerships, Equity and Diversity for Western Health.
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I am proud of the great work that is undertaken and am inspired by the integrity and knowledge of the dedicated board members. Australia is a changing landscape and as such organisations like AMCS must be able to adapt to meet the needs and act on behalf of those less able to support themselves in times of anguish. AMCS does that admirably and I am proud to be a board member. Joined: 2002 I am a Senior Educator and Instructional Designer in the VET sector. Prior to this I worked as a publicist and marketing manager for mid-sized organisations creating various campaigns and communication strategies. Today, I love working with adult learners and try to combine my experiences with new learning technologies.
Joined: 2007 I have over twenty five years experience in the areas of strategy, property/financial/ commercial services, asset and risk management and board governance. I have worked locally and internationally in senior and executive roles. I also sit, and am an advisor to other boards and I currently lecture at both Undergraduate and Post graduate University level.
Dr Tam Nguyen
Rosemary Kelada
Director
Director
I have been active in the Not for Profit sector for over 15 years and have a passion for community and international development. I am a cofounder of a not for profit organisation helping disadvantaged children in Vietnam and have served as non-executive director for numerous organisations in the community development and health services.
I have over 15 years’ experience in senior management roles in the Not for Profit sector, and hold a Master of Business (Accounting) and a Strategic Management of Non-Profit Organisations qualification from the Harvard Business School. As CEO of Spectrum Migrant Resource Centre from 2008 to 2014, I was responsible for all aspects of leadership and organisational operation.
I bring experience in strategy and business development to this role. Joined: 2014 I am an experienced research bioengineer and have worked with numerous hospitals and research institutes in Melbourne and Adelaide. My qualifications include a degree in bioengineering, PhD in biomechanics and an MBA in general management. I currently hold a senior management position in research administration at St Vincent’s Hospital. I am an adjunct associate professor of RMIT University and an honorary senior fellow with The University of Melbourne.
Joined the Board in 2015 My profile combines financial expertise and commercial acumen with a strong understanding and knowledge of the not for profit, government and community sectors. I have experience advocating on behalf of organisations and the community, particularly in the multicultural sector. I am a member of the Australian Institute of Company Directors (AICD).
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OUR PEOPLE
_
No of Employees
We Speak 26 Languages
81 74 7
women
men
No of Contractors
5 4 1
women 45
man
Training AMCS provides training to all staff, care workers, administration and volunteers of the organisation. AMCS staff participated in more than 60 training sessions during the year covering different areas from administration, finance, new technologies and in particular areas directly related to the delivery of our services.
STATEMENT OF INCOME AND EXPENDITURE
_
INCOME
2015
2014
2,666,634
2,688,773
419,664
433,218
67,927
80,631
134,345
118,127
145
250
Donations
364,138
1,607
Other Income
504,871
371,900
Total income
4,157,724
3,694,506
12,069
27,691
2,991,898
2,686,829
168,879
148,706
44,970
31,523
Direct Client Expenses
251,598
263,678
Administration and Other Expenses
380,945
352,333
3,850,359
3,510,760
307,366
183,746
Government Funding Community Projects Income from Investments Client Fees Members Fees
EXPENSES Advertising and promotion Salaries and Oncost Property Expenses Volunteers Travel
Total Expenses Surplus (Deficit)
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THANK YOU! AMCS sincerely thank all of our funders for their generosity and financial contributions to the organisation during 2014/2015
Australian Government Department of Social Services
Victorian Government Department of Health and Human Services Department of Education and Early Childhood Development
Non – Government Grants Our sincere thanks to the following trust and foundations for their support to our programs: Victorian Multicultural Commission Alzheimer’s Australia Cares Victoria UnitingCare lifeAssist National Respite for Carers Program
* Some of the names in our stories have been changed for privacy reasons
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Suite 111, 44-56 Hampstead Road Maidstone, VIC 3012 Phone 03 9689 9170 Fax 03 9687 7446 Mail info@amcservices.org.au Pakington Village - 16/111 Pakington Street Geelong West, VIC 3218 Phone 03 5229 5708 Fax 03 5224 1841 Mail geelongoffice@amcservices.org.au
www.amcservices.org.au
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Inc. No A0048140C ABN 69 022 519 263