CareRing Dashboard Jan15-Dec16 FINAL 170526 · 2018. 9. 3. · owning owning or oorr or purchasing...
Transcript of CareRing Dashboard Jan15-Dec16 FINAL 170526 · 2018. 9. 3. · owning owning or oorr or purchasing...
CareCareCareCareRing Ring Ring Ring ReportReportReportReportSupporting vulnerable customers together
1 January 2015 – 31 December 2016
CareRing is supported by:
1. Introduction 1
2. Summary of Key Findings 2
Case Study 1 -Adrian& Rita 3
3. Customer Snapshot –who we saw 4
3.1 At a Glance 4
3.2 Financial Indicators 5
3.3 Presenting Issues / Vulnerabilities 6
Case Study 2 - Larry 7
4. Service Snapshot –what we did 8
4.1 Services Provided 8
4.2 Assistance Provided 9
Case Study 3 -Angela 10
5. Outcomes –how we assisted 11
5.1 Customer Outcomes 11
5.2 Partner Outcomes 14
6. Looking Forward 15
Table of ContentsTable of ContentsTable of ContentsTable of Contents
Information in this report is not to be reproduced without the prior permission of Kildonan UnitingCare.
Please note, all images depicted in this report are not of actual clients.
1111. Introduction. Introduction. Introduction. Introduction
CareRing Report Page 1
Kildonan UnitingCare (Kildonan) is pleased
to present the third report on CareRing,
covering the period 1 January 2015 to 31
December 2016.
This report outlines the key achievements
and learnings from this innovative
partnership with the corporate sector.
In 2016, NAB, Origin Energy and Jemena
joined CareRing and in mid 2017, we
extended CareRing across Australia.
CareRing, designed by Kildonan, is a
holistic approach to supporting and
empowering vulnerable customers. It
provides a single point of contact via
trained Kildonan staff to tackle all issues
facing a household.
In 2015 CareRing:
• Supported 2,492 people, impacting
almost 7,500 household members
when taking household size into
account.
• Provided two or more types of
services to 88% of the people it
supported.
• Provided support other than
financial to 2 in 5 people.
• Made 86% of people feel more
aware of their options and 82%
feel that they now have more
skills and knowledge to deal
with financial difficulties.
• Helped 96% of people feel their
needs were understood and
respected.
• Assisted an average of 73% of people
reduce their household debt levels
and an increase in engagement with
corporate partners.
The top five issues impacting people
referred into CareRing in 2016 were:
• Unemployment
• Accident/severe illness
• Mental health
• Literacy/language barriers
• Family violence
In mid 2017, Kildonan and 21 other
founding UnitingCare agencies in Victoria
and Tasmania are joining together to
become Uniting. Uniting will strive to
inspire people, enliven communities
and confront injustice.
Stella Avramopoulos
CEO - Kildonan UnitingCare
2222. Summary of Key Findings. Summary of Key Findings. Summary of Key Findings. Summary of Key Findings
Customers referred Customers referred Customers referred Customers referred
achieved a achieved a achieved a achieved a
reductionreductionreductionreduction
in debt in debt in debt in debt levelslevelslevelslevels
2,4922,4922,4922,492people supported people supported people supported people supported
since program since program since program since program
inceptioninceptioninceptioninception
86% 86% 86% 86% of people of people of people of people feel feel feel feel
they are more aware they are more aware they are more aware they are more aware
of their of their of their of their options post options post options post options post
CareCareCareCareRing Ring Ring Ring supportsupportsupportsupport
Inability to pay Inability to pay Inability to pay Inability to pay
utility billsutility billsutility billsutility billsthe main cause of the main cause of the main cause of the main cause of
financial stressfinancial stressfinancial stressfinancial stress
624 624 624 624 external external external external referrals referrals referrals referrals
were madewere madewere madewere made
24% 24% 24% 24% of people of people of people of people
referred are referred are referred are referred are receiving receiving receiving receiving
some kind of wagesome kind of wagesome kind of wagesome kind of wage
1 in 3 1 in 3 1 in 3 1 in 3 people people people people
referred presented referred presented referred presented referred presented
with more than one with more than one with more than one with more than one
vulnerabilityvulnerabilityvulnerabilityvulnerability
Over Over Over Over 900 900 900 900 instances instances instances instances
of vulnerability not of vulnerability not of vulnerability not of vulnerability not
financial in naturefinancial in naturefinancial in naturefinancial in nature
1,4001,4001,4001,400instances of support instances of support instances of support instances of support
providedprovidedprovidedprovided
88% 88% 88% 88% of people of people of people of people
referred received two referred received two referred received two referred received two
or more types of or more types of or more types of or more types of
servicesservicesservicesservices
CareRing Report Page 2
Case Study Case Study Case Study Case Study –––– Adrian & RitaAdrian & RitaAdrian & RitaAdrian & Rita
“I feel like things cannot go on the way
they are. Things might have to get
worse before they can get better but
they cannot stay like this, we cannot
live like this anymore”.
Adrian & Rita’s StoryAdrian & Rita’s StoryAdrian & Rita’s StoryAdrian & Rita’s Story
Adrian and his wife Rita live in the family home with their adult son Tom and teenage granddaughter. Tom has drug and gambling issues, is unwilling to receive assistance and intimidates the household. He is also violent and unpredictable. Financially, the family are also struggling with Tom often taking money, leaving his parents with very little for food and bills and to support their granddaughter with school expenses. Adrian and Rita are also struggling with high utility bills. The family has become isolated with friends and other family members refusing to visit the house.
How CareHow CareHow CareHow CareRing Ring Ring Ring assisted assisted assisted assisted Adrian & RitaAdrian & RitaAdrian & RitaAdrian & Rita
• The Utility Advisor was able to apply for a Utility Relief Grant (URG) and place their utility bill on hold. Safety issues were identified when Tom returned home during the initial visit.
• The Client Support Worker (CSW) assisted the family by consulting with the police station regarding an application and summons for an Intervention Order (IVO). Information was also provided regarding what to expect in court on the day of court proceedings and possible outcomes and conditions of the IVO.
• A referral was made to legal aid and the CSW provided support throughout the court process.
• Information was also provided about supports available to address substance abuse and gambling issues and a referral was made to the No Interest Loan (NILS) program for the purchase of an iPad for their granddaughter for school.
The OutcomesThe OutcomesThe OutcomesThe Outcomes
• An IVO is now in place and the knowledge provided by Kildonan’s CSW gave Adrian with the confidence to discuss with Police Officers and Magistrate, the conditions and care for his Granddaughter and has allowed Tom to remain living in the family home for the time being.
• Adrian and Rita feel more confident in being able to take steps to address future difficulties.
• Adrian has also been contacted regarding the NILS loan to purchase the iPad for his Granddaughter.
CareRing Report Page 3
3333. Customer Snapshot . Customer Snapshot . Customer Snapshot . Customer Snapshot –––– who we sawwho we sawwho we sawwho we saw
3333.1 At a .1 At a .1 At a .1 At a GlanceGlanceGlanceGlance
6%
7%
9%
21%
27%
29%
0% 10% 20% 30%
Family (couple no children)
Group Household
Family (other)
Single (no children)
Family (couple with children)
Family (lone parent)
Household Composition (925 people)
1%
1%
2%
3%
12%
40%
40%
0% 10% 20% 30% 40% 50%
Transitional Housing
Rent Free
Homeless
Boarding
Renting Public
Own or are purchasing
Renting Private
Housing Tenure (917 people)
• 2,492 2,492 2,492 2,492 people were supported people were supported people were supported people were supported
through Carethrough Carethrough Carethrough CareRingRingRingRing with 69% being female.
• When household size is taken into account, the reach extends to just under 7,500 household 7,500 household 7,500 household 7,500 household membersmembersmembersmembers.
• Families amilies amilies amilies consisting of a lone consisting of a lone consisting of a lone consisting of a lone
parent and their child parent and their child parent and their child parent and their child remains the most common household type seeking support.
• As a result, over two thirds two thirds two thirds two thirds
continue to be small households continue to be small households continue to be small households continue to be small households
(1-3 people) and just under a third have 4-6 people in the home.
• There has been a small decrease in There has been a small decrease in There has been a small decrease in There has been a small decrease in the percentage of people the percentage of people the percentage of people the percentage of people referred referred referred referred who who who who rent privatelyrent privatelyrent privatelyrent privately ((((40%)40%)40%)40%) with 40404040% % % % owning owning owning owning or or or or purchasing purchasing purchasing purchasing their hometheir hometheir hometheir home.
• There has been a slight increase in the number of people referred through who are homeless.
• More than 1 in 4 people referred More than 1 in 4 people referred More than 1 in 4 people referred More than 1 in 4 people referred
are aged 39 and under; are aged 39 and under; are aged 39 and under; are aged 39 and under; however, 40-59 still represents the highest majority at 55%.
• 42% 42% 42% 42% of all people referred of all people referred of all people referred of all people referred
identified as coming from a identified as coming from a identified as coming from a identified as coming from a
culturally and linguistically culturally and linguistically culturally and linguistically culturally and linguistically
diverse backgrounddiverse backgrounddiverse backgrounddiverse background. When an interpreter was required, Arabic was the most common language (42%).
CareRing Report Page 4
3.2 Financial Indicators3.2 Financial Indicators3.2 Financial Indicators3.2 Financial Indicators
Income Source (403 people)
Centrelink, 65%
Other, 11%
Employed Casual, 6%
Employed Part-time, 6%
Employed Full-time, 10%Self Employed, 2%
24%24%24%24% are are are are
receiving receiving receiving receiving
some kind of some kind of some kind of some kind of
wagewagewagewage
Indicators of Financial Hardship (539 people)Customers were asked these eight questions based on the Household, Income and Labour Dynamics in Australia (HILDA) survey during their initial contact with the CareRing team.
• Almost 1 in 4 people referred are receiving some kind of wage (increased from 18%).
• The percentage of people receiving
Centrelink benefits has dropped to
65% (from 71%).
3333. Customer Snapshot . Customer Snapshot . Customer Snapshot . Customer Snapshot –––– who we sawwho we sawwho we sawwho we saw
• More than 50% of people More than 50% of people More than 50% of people More than 50% of people had to ask family or friends for help, have asked for help from
community agencies or couldn’t pay their utility bills on time which was consistent with the
findings from previous reporting periods.
• Nearly Nearly Nearly Nearly 70% 70% 70% 70% experienced three or more of these indicators of financial hardship and experienced three or more of these indicators of financial hardship and experienced three or more of these indicators of financial hardship and experienced three or more of these indicators of financial hardship and 17% 17% 17% 17%
experienced all of them experienced all of them experienced all of them experienced all of them demonstrating the multi-faceted aspects of financial hardship faced by
the people referred to CareRing.
32%
33%
34%
42%
46%
50%
66%
78%
57%
44%
57%
22%
40%
28%
26%
21%
9%
22%
9%
17%
9%
20%
7%
3%
1%
1%
19%
5%
1%
1%
Went without meals
Pawned or sold something
Was unable to heat home
Couldn't pay credit card on time
Couldn't pay mortgage or rent on time
Asked friends / family for help
Asked for help from welfare / community agency
Couldn't pay utility bill on time
Yes No Unknown N/A
CareRing Report Page 5
Personal Vulnerabilities Experienced (778 people)
5 7 9 14 18 29 35 42 50
92 103 107 125
185 425
- 100 200 300 400 500
ATSI
Lack of Formal Education
Substance Abuse
Victim of Crime
Social Isolation
Death
Homelessness
Elderly
Disability
Separation / Divorce
Family Violence
Limited English Proficiency
Mental Health
Accident / Severe Illness
Unemployment
3333.3 Presenting Issues / Vulnerabilities.3 Presenting Issues / Vulnerabilities.3 Presenting Issues / Vulnerabilities.3 Presenting Issues / Vulnerabilities
3333. Customer Snapshot . Customer Snapshot . Customer Snapshot . Customer Snapshot ––––
who we sawwho we sawwho we sawwho we saw
• AlmostAlmostAlmostAlmost 1 in 3 1 in 3 1 in 3 1 in 3 people people people people referred to CareRingpresented with more than one vulnerability (down from nearly half in the previous reporting period) and 40% of people presented with greater than one cause of financial stress showing the complexity and interconnectedness of issues people face.
• The key vulnerability experienced continues key vulnerability experienced continues key vulnerability experienced continues key vulnerability experienced continues
to be unemployment to be unemployment to be unemployment to be unemployment followed by accident / severe illness. Mental Health has risen to the third highest vulnerability faced (from fourth) and family violence has risen to fifth place.
• There were over 900 instances of vulnerabilities experienced that were not financial in nature.
• At leastAt leastAt leastAt least 26% of people referred were not 26% of people referred were not 26% of people referred were not 26% of people referred were not
receiving any support receiving any support receiving any support receiving any support at the time of referral, at the time of referral, at the time of referral, at the time of referral, with Carewith Carewith Carewith CareRing Ring Ring Ring therefore being the first point of therefore being the first point of therefore being the first point of therefore being the first point of call for them.call for them.call for them.call for them.
• Where existing support had been received, 26% 26% 26% 26%
had previously been supported by Kildonanhad previously been supported by Kildonanhad previously been supported by Kildonanhad previously been supported by Kildonan
and almost a quarter received support from another community agency.
CareRing Report Page 6
Case Study Case Study Case Study Case Study ---- LarryLarryLarryLarry
“Thank you for actually listening to me
and trying to help me so much”.
Larry’s Larry’s Larry’s Larry’s StoryStoryStoryStory
46 year old Larry suffers from significant mental health issues and is homeless; living in his car. He suffers from food instability, a lack of access to amenities and has also faced barriers accessing services due to having a pet guinea pig that is very dear to him and calms him, and finding it difficult to find a place that offers secure free parking for his car which contains all his worldly possessions. A credit card debt led to Larry being referred to Kildonan for support.
How CareHow CareHow CareHow CareRing Ring Ring Ring assisted assisted assisted assisted LarryLarryLarryLarry
• Through a series of phone interactions, the Kildonan Intake Worker was able to provide support, advocacy and information for the issues Larry presented with by listening to his story and identifying his key priorities. This involved researching services offered by local agencies and other possible referral options and sending Larry a text with the details of a local food van and other support available for clothing and blankets.
• An appointment was also made with Kildonan’s Client Support Worker (CSW) who liaised with Larry’s existing caseworker. The possibility of linking Larry in with a local Financial Counsellor was discussed with information provided to Larry.
• In the meantime, the CSW liaised with the referring partner who were willing to put a hold on payments given Larry’s current situation.
The OutcomesThe OutcomesThe OutcomesThe Outcomes
• Larry felt valued having had his story listened to and also felt supported by being linked in with a number of services.
• Larry was able to reduce his credit card payments and use the money he saved to revisit accommodation options.
• Larry was also able to engage in face to face support through a local Financial Counsellor with the view to provide further advocacy.
CareRing Report Page 7
Level of assistance required (398 people)
0%
10%
20%
30%
40%
50%
60%
<1 1-5 >5
Total Service Hours
3 or more types of services,
18%
2 types of services,
70%
1 type of service, 12%
88%88%88%88%received two or received two or received two or received two or
more types of more types of more types of more types of
servicesservicesservicesservices
In some instances, an estimate was used to calculate a portion of total service hours
3. The Utility Relief Grant is for eligible Victorians who are unable to pay their electricity, gas or water bill due to a temporary financial crisis. The amount of the grant is based on the balance owing at the time of application and is capped at six months’ worth of usage up to a maximum of $500. Definition from DHHS website.
4. The Client Support Worker role was introduced in May 2015; therefore, this data is from May 2015 – Dec 2016.
Types of Services Provided (1146 people)4
20
120
346
474
1146
0 200 400 600 800 1000 1200 1400
Microfinance
Individual client support
Utility visit
Financial counselling
In-depth needs assessment
• 10% 10% 10% 10% required more than required more than required more than required more than 5 5 5 5 hours of hours of hours of hours of
serviceserviceserviceservice. The greatest number of service hours provided was almost 24 hours.
• 88% 88% 88% 88% received two or more types of received two or more types of received two or more types of received two or more types of
services services services services with 1400 with 1400 with 1400 with 1400 instances of support instances of support instances of support instances of support
providedprovidedprovidedprovided.
• 2 in 5 people (40%) received support received support received support received support
that that that that was not financial in nature.was not financial in nature.was not financial in nature.was not financial in nature.
• 624 external referrals were made. 624 external referrals were made. 624 external referrals were made. 624 external referrals were made. Of the external referrals made, 42% were to their 42% were to their 42% were to their 42% were to their
energy retailer for a Utility energy retailer for a Utility energy retailer for a Utility energy retailer for a Utility RRRRelief elief elief elief GrantGrantGrantGrant3333.
4444.1 Services Provided.1 Services Provided.1 Services Provided.1 Services Provided
4. Service Snapshot 4. Service Snapshot 4. Service Snapshot 4. Service Snapshot –––– what we didwhat we didwhat we didwhat we did
CareRing Report Page 8
Page 9 CareRing Report
4.2 Assistance Provided4.2 Assistance Provided4.2 Assistance Provided4.2 Assistance Provided
Concession support Concession support Concession support Concession support
provided provided provided provided 662662662662 times times times times
181 181 181 181 payment plans payment plans payment plans payment plans
negotiated & negotiated & negotiated & negotiated & 161 161 161 161 budgets budgets budgets budgets ppppreparedreparedreparedrepared
135135135135SingleSingleSingleSingle----session therapy session therapy session therapy session therapy
sessions conducted sessions conducted sessions conducted sessions conducted (May(May(May(May––––Dec)Dec)Dec)Dec)
454454454454 people referred people referred people referred people referred
to corporate partners to corporate partners to corporate partners to corporate partners
as in need of supportas in need of supportas in need of supportas in need of support
• Numerous types of assistance were provided to people referred into CareRing.
• The number of singleThe number of singleThe number of singleThe number of single----session therapy session therapy session therapy session therapy
sessions conducted has continued to grow sessions conducted has continued to grow sessions conducted has continued to grow sessions conducted has continued to grow
since the introduction of our Client Support Worker in May 2015....
4. Service Snapshot 4. Service Snapshot 4. Service Snapshot 4. Service Snapshot ––––
what we didwhat we didwhat we didwhat we did
Case Study Case Study Case Study Case Study ---- AngelaAngelaAngelaAngela
“I can’t believe how fast I received help.
There are so many people out there in
my situation who would really benefit
from this kind of help”.
Angela’s Angela’s Angela’s Angela’s StoryStoryStoryStory
37 year old Angela’s ex partner Eddie became violent after the birth of their first child. After receiving counselling, their relationship continued until Eddie became violent again throughout Angela’s second pregnancy forcing her to leave the relationship.
Eddie has continued to harass Angela and has travelled long distances to try and trace her location. She fears until she finds stable accommodation, her and her family’s safety is at risk. Both children have witnessed extreme violence and were assaulted at the time of Angela’s escape. A recent attack in a public place led to further police involvement. Angela suffers from post traumatic stress disorder, anxiety and depression.
How How How How CareCareCareCareRing Ring Ring Ring assisted assisted assisted assisted AngelaAngelaAngelaAngela
• Kildonan’s Client Support Worker (CSW) applied for National Australia Bank’s Family Violence Assistance Grant (FVAG) which provides up to $2,500 to NAB customers who require resources to leave a violent relationship.
• The CSW also consulted with ChildFirst and advocated on behalf of Angela.
The The The The OutcomesOutcomesOutcomesOutcomes
• Angela’s application for the NAB FVAG was approved with the money received within a few days. This allowed Angela to pay for four months’ rent for her and her family.
• Angela was relieved to be able to provide an anonymous, safe environment for her children to start afresh.
• ChildFirst was in contact with Angela and is offering ongoing parenting support.
CareRing Report Page 10
“My levels of anxiety surrounding “My levels of anxiety surrounding “My levels of anxiety surrounding “My levels of anxiety surrounding financial matters has reduced financial matters has reduced financial matters has reduced financial matters has reduced
dramatically. I will now open letters dramatically. I will now open letters dramatically. I will now open letters dramatically. I will now open letters when I first receive them.”when I first receive them.”when I first receive them.”when I first receive them.”
“I was assisted with an “I was assisted with an “I was assisted with an “I was assisted with an affordable payment plan affordable payment plan affordable payment plan affordable payment plan and energy saving tips. I and energy saving tips. I and energy saving tips. I and energy saving tips. I can now pay my bills on can now pay my bills on can now pay my bills on can now pay my bills on time whereas I couldn’t time whereas I couldn’t time whereas I couldn’t time whereas I couldn’t
in the past.”in the past.”in the past.”in the past.”
“I decided to move “I decided to move “I decided to move “I decided to move to a more energy to a more energy to a more energy to a more energy
efficient house as I’m efficient house as I’m efficient house as I’m efficient house as I’m now aware of the now aware of the now aware of the now aware of the
ongoing heating and ongoing heating and ongoing heating and ongoing heating and cooling issues.”cooling issues.”cooling issues.”cooling issues.”
5555.1 Customer Outcomes.1 Customer Outcomes.1 Customer Outcomes.1 Customer Outcomes
5555. Outcomes . Outcomes . Outcomes . Outcomes –––– how we assistedhow we assistedhow we assistedhow we assisted
Most Significant Change
"I would be homeless right now and living in a car with my three kids if it were not for the help I received
from Kildonan."
“I appreciated the empathy shown and the non-judgemental manner of the counsellor.”
“I haven’t had to go without meals since I saw
you [Kildonan].”
The outcomes presented in this section were captured through telephone surveying between
January 2015 and June 2016. Surveying took place at least four months after assistance from
Kildonan was completed, or when the case was “closed”.
Respondents were asked 10 questions covering aspects such as the most significant change
they have noticed, whether they felt their main issue was addressed, whether or not they are
more aware of options now and have more skills and knowledge to deal with financial
difficulties. Respondents were also asked if there has been a change in the number of financial
hardship indicators they have experienced and how satisfied they were overall with the service
they received from Kildonan via CareRing.
The comments below represent a sample of the comments received from respondents from
the question “What would you say is the most significant change you have noticed in your
situation since receiving support through CareRing ?”
CareRing Report Page 11
28%
25%
33%
23%
31%
37%
38%
40%
35%
38%
36%
46%
51%
53%
69%
77%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Went without meals
Were unable to heat home
Pawned or sold something
Couldn't pay credit card on time
Couldn't pay mortgage or rent on time
Asked friends or family for financial help
Asked for help from welfare / community agency
Couldn't pay utility bill on time
At Service Commencement At least 4 Months Post CareRing Assistance
Changes in Indicators of Financial Hardship (101 people)
I feel more aware of my options
I feel I have more skills & knowledge to deal with
financial difficulties
I feel more in control of things now
I feel more secure aboutmy financial situation
Changes in Skills, Knowledge & Confidence (101 people)
Strongly DisagreeDisagreeNeutralAgreeStrongly Agree
61%61%61%61%25%25%25%25%
5%5%5%5%7%7%7%7%
2%2%2%2%
56%56%56%56%27%27%27%27%
8%8%8%8%
8%8%8%8%1%1%1%1%
52%52%52%52%
19%19%19%19%
10%10%10%10%
15%15%15%15%
4%4%4%4%
52%52%52%52%
16%16%16%16%
11%11%11%11%
15%15%15%15%
6%6%6%6%
5555. Outcomes . Outcomes . Outcomes . Outcomes –––– how we assistedhow we assistedhow we assistedhow we assisted
• The customers we spoke to reported a large reduction in several of the indicators of financial reduction in several of the indicators of financial reduction in several of the indicators of financial reduction in several of the indicators of financial
hardship hardship hardship hardship they had previously experienced.
• Most customers agreed or strongly agreed with these statements with 86% feeling they are more aware of their options and 82% feeling they now have more skills and knowledge to deal with financial difficulties.
CareRing Report Page 12
5. Outcomes 5. Outcomes 5. Outcomes 5. Outcomes –––– how we how we how we how we assistedassistedassistedassisted
Strongly DisagreeDisagree
NeutralAgreeStrongly Agree
54%54%54%54%25%25%25%25%
7%7%7%7%
14%14%14%14%
71%71%71%71%
23%23%23%23%
3%3%3%3% 2%2%2%2%1%1%1%1%
77%77%77%77%
19%19%19%19%
1%1%1%1% 2%2%2%2% 1%1%1%1%
The Kildonan worker assisted me to resolve some
or all of the issues
I felt like I could talk about issues that were
important to me
I felt like my needs were understood and
respected
Customer Experience (101 people)
• The vast majority (at least 80%) agreed or
strongly agreed with these statements with 96% feeling that their needs were understood and
respected.
• 82% of customers were either satisfied or very
satisfied with the service they received overall.
CareRing Report Page 13
5.2 Partner Outcomes5.2 Partner Outcomes5.2 Partner Outcomes5.2 Partner Outcomes
Our corporate partners conducted analysis to determine the outcomes their customers
have achieved as a result of being referred into the CareRing program and also being
supported through their internal programs.
Analysis was conducted from a sample of the customers referred into the program between
January 2015 and June 2016 to allow sufficient time for outcomes to be realised.
73% 73% 73% 73% achievedachievedachievedachieved
reduced debt reduced debt reduced debt reduced debt
levels levels levels levels
• All corporate partners reported that the majority of their
customers achieved a reduction in their debt levels.
• One corporate partner reported that of those who reduced their
account balance, the debt level reduced by an average of 83%
AverageAverageAverageAverage 49%49%49%49%successfully successfully successfully successfully
received a Utility received a Utility received a Utility received a Utility
Relief GrantRelief GrantRelief GrantRelief Grant
• Our utility company corporate partners have experienced an
increase in the percentage of successful Utility Relief Grant
(URG) applications.
Engagement Engagement Engagement Engagement
improved improved improved improved postpostpostpost----CareCareCareCareRing Ring Ring Ring
supportsupportsupportsupport
• Customer engagement improved with customers communicating
more regularly with our corporate partners.
• One organisation also reported that 33% of their customers went
back to ‘mainstream’ payments (i.e. exiting their hardship program
post-CareRing assistance).
5. Outcomes 5. Outcomes 5. Outcomes 5. Outcomes –––– how we assistedhow we assistedhow we assistedhow we assisted
CareRing Report Page 14
Page 15 CareRing Report
6666. Looking Forward. Looking Forward. Looking Forward. Looking Forward
From 1 July 2017, we will become Uniting. Uniting is a new community services arm of the Uniting Church in Victoria and Tasmania.
Uniting is the coming together of 22 UnitingCare agencies and two church business units. Uniting for greater change.
As one organisation, we can prepare for current and future changes in the community services sector. We will have access to broader resources and be able reach and support more local communities across Victoria and Tasmania.
We will remain as active as ever in your local community and are committed to delivering the same quality of services.
Our Purpose Our Purpose Our Purpose Our Purpose To inspire people, enliven communities and confront injustice.
Our Values Our Values Our Values Our Values
ImaginativeImaginativeImaginativeImaginative – We challenge convention, explore new possibilities and dare to dream for a better future.
RespectfulRespectfulRespectfulRespectful – We act with honesty and integrity, and open our hearts to all people without exception.
CompassionateCompassionateCompassionateCompassionate – We are nurturing, generous and thoughtful in our words and deeds.
Bold Bold Bold Bold – We face injustice head on and stand up for what is right and true with confidence and strength.