Tasmania - Lifeline · Council on the Ageing (COTA) in Tasmania and Volunteering Tasmania. Maxine...

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Tasmania

Annual Report 2011-2012

Lifeline Annual Report 2011-2012 connect with someone who cares 1

Organisation OfficeLevel 5The Quay Building31 Cambridge RoadBellerive TAS 7018E: [email protected]: www.lifeline.org.au/hobart

Northern Office1st Floor21 Fenton WayDevonport 7310P: (03) 6424 6547E: [email protected]

Telephone Counselling Service13 11 14 ( 24 hours )Volunteering South (03) 6224 3450Volunteering North (03) 6424 6547

Life MATTERS (Suicide Prevention)Support after Suicide GroupP: (03) 6224 3450E: [email protected] .au

StandBy Response Service24 hours P: 0400 183 490E: [email protected]

Training (Community Education)P: South (03) 6224 3450 North (03 )6424 6547E: [email protected]

CHATS programHobart RegionP: (03) 6224 3450E: [email protected]

Launceston RegionP: (03) 6336 5147E: [email protected]

Devonport RegionP: (03) 6424 6547E: [email protected]

Community Visitors Scheme ( CVS )P: (03) 6224 3450E: [email protected]

Devonport4 Kempling St, Devonport 7310P: 6423 4280

East DevonportLifestyles/BargainShop 3-4, 15-27 Murray St, East Devonport 7310P: 6427 0973

Latrobe116-118 Gilbert St, Latrobe 7307P: 6426 1415

Ulverstone3 Reibey St, Ulverstone 7315P: 6425 7439

Burnie19 Alexander St, Burnie 7320P: 6431 8715

Wynyard Superstore56-58 Goldie St, Wynyard 7325P: 6442 3075

WarehouseFurniture & Bric-A-Brac Shop15-27 Murray St, East Devonport 7310P: 6427 0496Truck Mobile: 0448 373 904

Troll ShopBay Drive, SpreytonP: 6427 3424

Lifelines Chosen Pieces (Retail Outlets)147 Argyle St., Hobart P: 6231 18821a Beach Rd, KingstonP: 6229 1319

Warehouse South147 Argyle St, HobartP: 6231 1882

Lifeline Contacts Lifeline Shops

A CVS volunteer engaging with his matched resident at an aged care home A fund raising breakfast at the Wynyard Lifeline Retail Store

2 Lifeline Annual Report 2011-2012 connect with someone who cares

This is our first Annual Report as an amalgamated Lifeline Tasmania, with the amalgamation being perhaps the single biggest change to our makeup in the context of many other changes occurring at the same time. Let’s look back at how we developed as separate regional organisations and came to the mutual conclusion that it would be best to join Lifeline North West and Lifeline Hobart into one Tasmania wide organisation.

My memories of Lifeline Hobart......recollections from Mary ParissonsI joined Lifeline in 1987 as a volunteer telephone counsellor..

Lifeline had recently purchased 163 New Town Road with a grant from the Government that required small repayments over a long period of time, Rev. Bill Rae was the Director, Kay Skillington (Fisher) the trainer and counsellor and Julie Britten was in the office. The staff welcomed us as we started the training course.....I think there were about 40 of us started but by the end of the first year we were down to about 10 continuing to volunteer.

In those days we did not have computers and the calls were recorded manually and logged in a big book called the albatross because of the size of the spread of pages when it was opened.

Over time and in addition to the telephone counselling we also ran, at various times, the TTY line for persons with hearing impairment, the Drug Information Line, the SIDS Counselling Line, the Victims of Crime service, the Befrienders Service (until it was replaced by CHATS) and commenced the Community Visitors Scheme.

I was invited to join the Hobart Board in 1990 and was elected chair in 1991. The board met every 6 weeks and we had a fairly small budget. We really struggled financially in those early days and I recall having to make the hard decision to terminate staff employment as we could not pay the salaries. That was never pleasant or easy. Leon Stemler was the board secretary and without his guidance and support I am sure we would not have been as successful as we were. I recall with clarity one day when the treasurer said to me, “Mary, do you realise how much money we have?” Suddenly we were making a profit. Our business had turned around and we were flourishing.

We also had a lovely group of ladies who had formed the Lifeline Auxilary. They had a monthly morning tea with a staff member or Board person invited to be the guest speaker. Due to the excellent quality of the cooking by those ladies, it was never a hard task to find a guest speaker.

I also recall a long debate about whether we should purchase a PC or Mac. That seems so irrelevant now! National office began the process of linking all the centres to 131114 and we become part of a National service. There were certainly some hiccups along the way. At that time, no other helpline in the world was doing what Lifeline Australia was attempting to do so it was a learning curve of trial and error.

We had always had a Director but we began to see that we needed an overarching person to take Lifeline Hobart forward. Connie Alomes had been the Director for many years and been very effective in her role, while Andrea Cordwell as business manager ran a very efficient and profitable business. With Christopher John as our first CEO we were able to take another step forward. Telephone counselling training continued and under Christopher’s guidance the Chats program was commenced and has proved to be very successful in meeting the needs of isolated people. We moved house to Battery Point 5 years ago and thought we had plenty of room, but have now outgrown the building.

Lifeline has changed since 1987. It has grown and prospered and diversified. There are many people who have been influential in that journey and have contributed their time and talents for varying degrees of time, but always with enthusiasm and a passion for helping their fellow man.

With the merger of Lifeline North West and Lifeline Hobart there is a greater opportunity for Lifeline Tasmania to meet the emotional needs of Tasmanians in many different ways, through the phone, through Chats, through the Community Visitor scheme, through the suicide support and bereavement programs, and to provide recycling services through our businesses.

Mary Parissons

Lifeline Hobart


History of Lifeline N.W.Tasmania......recollections from Eleanor James In March 1975, the Burnie Ministers Fraternal called a meeting of community groups with a view to setting up a telephone support service for the North West Coast. On 17 July 1975, a public meeting in the Council Chambers agreed to start a Lifeline service, and the nucleus of a board of management was elected. By 2012, Lifeline Northwest ran seven stores across the Northwest region, provided excellent support to the national 13 11 14 telephone service, as well as regularly training more telephone counsellors to live and work in the locality.

However, changes in the cost of providing telephone counselling, pressure to provide a standardized service and the need to meet targets set by Federal Government funding contracts meant that our local North West and Hobart services were feeling threatened. The boards of both organizations reviewed the relevance of regional services in light of the National agenda. Was it right to maintain regional Lifeline centres?

Our conclusion was that yes, regional Lifeline services are very important. They support their community, inspire local volunteers and donors, and increase the diversity of Lifeline membership in Australia.

In a bid to protect our local Tasmanian Lifeline service, the two Boards recommended to the memberships that our organizations

should be amalgamated. The purpose of the amalgamation was to maximize the reach of Lifeline in Tasmania by:

• Sharing resources and knowledge

• Uniting our voices and votes to obtain the best outcome for Tasmania during the period of reform of the National organization

• Exploring opportunities for expansion into unserviced/ underutilized regions such as Launceston, the east and west coasts

The process of amalgamation has led to the creation of Lifeline Tasmania, whose membership includes all members of both previous organizations. Through hours of hard and careful work by staff, volunteers, members, directors and our former and current CEOs we have in the last twelve months revised our Constitution, strategic plan, business plan, staff structure, board membership and executive. At the same time, the National 13 11 14 service delivery reforms have brought about massive change and renewal for telephone counsellors and their support network.

This period of review has caused everyone involved with Lifeline in Tasmania to ask what they value about Lifeline and what we can do to further the objects of our organization. The energy and passion of those who have grasped this opportunity is inspiring, and bodes well for the future of Lifeline Tasmania.

Eleanor James (N.W. Board Member)

Lifeline N.W. Tasmania

Celebrating Halloween in style along the coast.


President’s ReportThe last year has been significant for Lifeline in Tasmania. Following an extensive and productive exploration and discussion phase, the two separate Lifeline organisations – Lifeline North West and Lifeline Hobart – that had been operating independently for over 30 years decided to merge to form Lifeline Tasmania. The merger, with the full support of Members, formally took effect on 29 May 2012. Our shared vision for Lifeline Tasmania was clear and compelling, grounded in the ambition to be better able to help our fellow Tasmanian’s in crisis, or at risk of crisis, and to be a lead voice in striving to reduce the current unacceptably high rate of suicide in our community.

The success of the merger can be attributed to many people including the directors of Lifeline Hobart and Lifeline North West, staff and volunteers. I would, however, like to single out a few for special mention. We were privileged to be served by two very competent and respected CEO’s leading up to the merger, Sandy Brattstrom, the CEO of Lifeline NW and Christopher John, the CEO of Lifeline Hobart. Both Sandy and Christopher worked skilfully behind the scenes in many ways to ensure the successful creation of Lifeline Tasmania and their contribution has been valued and appreciated. The other key person that I would like to thank is Brian Dowse, the former President of Lifeline North West, who was instrumental in gathering support from his stakeholders for the merger. Brian continues to serve as a director of Lifeline Tasmania and his passion and commitment to our organisation is outstanding.

Another key change on the people front was the selection and recruitment of a new CEO by the incoming board of Lifeline Tasmania. We were very pleased to secure Maxine Griffiths AM as our new CEO, the former CEO of both the Council on the Ageing (COTA) in Tasmania and Volunteering Tasmania. Maxine formally took up her new role with Lifeline Tasmania on 30 April 2012.

In regards the work of Lifeline in Tasmania there have been a number of key developments

during the last year. The very successful resilience building CHATS program has received additional government funding that will allow Lifeline Tasmania to extend this program to the north and north-west of the State. The program roll-out is underway and we look forward to helping more of our fellow Tasmanians’ reconnect and rebuild their social ties and to most importantly make new friends. Lifeline Tasmania was also successful in being awarded a contract by Medicare Local to provide a counselling service for people referred by local doctors. Both of these programs illustrate the broadening range of programs that Lifeline Tasmania is developing in our endeavours to meet our vision.

The national 131114 telephone crisis line continues to be a core service for Lifeline Tasmania and as many of you will be aware is under a comprehensive review governed by a reference group that includes a Lifeline Tasmania representative that is reporting to the Lifeline National Board. As I understand it the focus for the review is to improve the effectiveness of the 131114 service and to ensure its sustainability as the primary telephone crisis service in Australia. The Lifeline Tasmania Board has re-iterated its continued support for the service and the importance of maintaining and growing our participation. We will continue to closely monitor the progress of the review over the next year.

Finally, I would like to thank everyone involved with Lifeline in Tasmania. Thank you to all our staff and volunteers who continue to work so hard to improve the Tasmanian community. I continue to be astounded by the massive contribution made by our staff and volunteers and the impact our programs and services have on participants. Well done, thank you and I look forward to continuing to deliver on our strategic plan with you in the year ahead.

With kind regardsJames Pirie President

Georgie Ibbot1st Vice President

Adrian Christian Eleanor James Mary Parissons John Colpo Tony McCormick

Brian Dowse 2nd Vice President


Maxine Griffiths AM

Maxine Griffiths has 34 years’ experience in managing not for profit community based organisations and 19 years experience as a director of a small company.

During her career Maxine has pioneered and managed a family disability advocacy service, including representation for carers of people with a disability. She has developed and provided mentoring, volunteer training and management including to Boards of Governance. Maxine’s professional career has included disability advocate; Manager, Children’s Contact Services at Relationships

Australia; CEO Volunteering Tasmania; CEO Council on the Ageing (COTA), the peak body representing the rights and interests of older Tasmanians; and is she is currently CEO Lifeline Tasmania.

In recognition of her significant human rights advocacy and achievements Maxine was a 2000 Finalist in the Tasmanian of The Year award. In 2003 she was honoured by the Human Rights Commissioner during Human Rights week, and in 2003 was awarded membership to the Order of Australia.

A small team has been selected for their knowledge, skills and experience to work with the CEO to provide leadership and guidance with a whole of organisation approach to meet the Vision and Purpose outlined in the Strategic Plan and expected outcomes of the Lifeline Tasmania Business Plan. I would like to introduce:

Introducing Our New Leadership Team

Dellys SiceOperations Manager

Andrew McMasterFinance Manager

Leigh DelaneyCHATS Manager (Statewide)

Andrea CordwellRetail Manager (Statewide)

Kathy MasonEducation & Training Manager

(Statewide)

Successful 2012 Out of the Shadows Walk with great support from the Hutchins School


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The Essence Of What We Do“Connecting People with Care”

Lifeline Tasmania’s Vision“A community where everyone values life and meets its challenges with strength and optimism“

Lifeline Tasmania’s PurposeTo be an enduring provider of telephone counselling and related services that benefits the social fabric and emotional wellbeing of Tasmanians

Lifeline Tasmania Core Values• Engendering Resilience: We strengthen the resources

of people and communities. We help people to help themselves

• Valuing Individuals: We treat every person with respect, care and acceptance.

• Instilling Optimism: We assist people to find their own way forward. We believe everyone has the possibility of creating a better future for themselves.

Lifeline Tasmania’s Key Attributes• We encourage and value the attributes of Honesty,

Acceptance, Integrity, Compassion, Responsiveness, Respect, Humour and Commitment in everything we say, decide or do.

• We apply these behaviours in our working practices......

• Empathy.....Dedication.....Confidentiality

• The Objectives of Lifeline Tasmania are:

• One strategy, One voice;

• We deliver more for Tasmanians and the rest of Australia;

• We develope, deliver and expand local services to meet local needs;

• Increase our financial sustainability and increase community engagement, volunteering and service provision.

Our Values and Guiding Principles are:• We Care

• We value building resilience through a culture of support, care and respect for each other and our community

• We are socially and environmentally responsible and value inclusion building and all diversity

• In our partnerships we value collaboration, transparency, independence, optimism and accountability in delivering high quality services

• We complete our work with honesty, acceptance, compassion, integrity, respect, responsiveness, humour and commitment.

How we want to achieve:To prevent, where possible, and respond, as needed, with care and compassion to the needs of all people who may be facing a personal problem or crisis by – Crisis Support Service, face to face counselling, befriending, visiting, community education, referral, advocacy, community liaison, information, training, crisis intervention and related means of support.

Lifeline Tasmania Strategies

Crisis SupportTo provide industry leadership in crisis support and suicide prevention

Explore opportunities to increase outcomes towards these goals:

• People know where to go to get help

• People are willing to access support in times of emotional distress

• People get professional caring and support

Examine demographic information and conduct needs assessments to ascertain the needs of micro communities and target groups.

Capacity BuildingEngaging the contributions of community members

Engage in research to inform programs and services for delivery at the local level.

Promoting Help-Seeking activities and services

Emotional WellbeingIncreasing community wellbeing and social capital

Create and facilitate social inclusion/community connection opportunities

Increase opportunities and activities to increase individuals strengths and resilience

GovernanceLeadership opportunities for and contribution by volunteer Board Members

Increase continuous improvement activities through governance practices and self imposed goals

Maintain independence and autonomy

PeopleDeliver high level people management to ensure strong engagement and innovation of our peoples’ experience

Encourage and practice and support a culture of volunteering

Establish, grow and enhance partnerships

SustainabilityMaintain and further develop activities that support a financially sound and viable organisation

The Vision and Purpose of Lifeline Tasmania


It has been an exciting year with many challenges and opportunities. The most wonderful event of course is the amalgamation with Lifeline North West with Lifeline Hobart to form Lifeline Tasmania. This amalgamation will enable Lifeline Tasmania to speak with one strategy and one voice about our strengths and the wonderful work we do around the state, and in our communities locally.

We conducted two volunteer training courses with about 38 new Telephone Crisis Supporters coming into the service. It is amazing to see the enthusiasm, compassion and commitment and at the same time trepidation our new volunteers display when entering Lifeline Hobart.

We held an information session in Devonport and had 7 people come along, of which 5 were interested to go ahead. Based on the low numbers we decided not to go ahead with the training in Devonport. However in 2013 we will advertise state-wide, television, radio, community newspapers editorials by our board members and our CEO with “A CALL TO ARMS FOR OUR COMMUNITY” to join us in this new beginning of Lifeline Tasmania to make a difference.

Training would not have such great results it continues to achieve without the exceptional training team, who continue to be there every week with wonderful ability to help train our new students. Thank you Andrea, Angela, David, Glyn, Ingrid, Keith, Peter and Sandy for your dedication to Lifeline Hobart.

Lifeline Tasmania has an enduring commitment to make our community “Suicide Safer.” To help Lifeline Hobart achieve this we welcomed a wonderful and generous sponsor, Millington’s, their support enables free Suicide alertness workshops to be available to community members. This year we have delivered 10 safeTALK and 3 ASIST workshops around southern Tasmania, thank you to the Suicide Prevention trainers Jan, Mark, Connie, Steve and Andrew.

The training program has a many areas of interest and this year we added one more string to our bow in the form of DV ALERT. This program is federally funded through Lifeline Australia. It is training in Recognising Responding and Referring people who are impacted by Family and Domestic Violence in rural and remote areas. Centres who can provide an accredited trainer can deliver DV ALERT in their state and across Australia. From March till June 2012 the Training Manager has delivered workshops in Mt Isa, Geraldton, Devonport, Launceston and Hobart and there are 6 more scheduled for next financial year.

Educations and Training Programs 2012

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The 13 11 14 Crisis Line continues to serve the community by providing strong support for all callers to the service. With the amalgamation of North West Tasmania and Hobart to become Lifeline Tasmania, we look forward to developing a greater pool of counsellors to enable us to improve our service with the end result being we can answer more calls.

The crisis line is a key service to Lifeline’s continuing suicide prevention strategy and many of our callers use this service to help them stay safe during their times of need. The 13 11 14 crisis line couldn’t continue without our dedicated volunteers who help to provide the 24/7 service over 365 days per year. Our volunteers commit to 16 weeks of intensive training followed by 16 hours of supervised shifts before they are invited to join the service.

Telephone Crisis Supporters are skilled at recognising the needs of all callers who may phone because of difficulties with relationships, mental health issues, loneliness or distress. Our volunteers are trained to work with callers at risk of suicide and to provide the support needed to keep callers safe. It takes a particular type of volunteer to undertake these hours of training and taking crisis phone calls on a regular basis requires commitment and self care. It is exacting work and we acknowledge the service given by TCS’s from both centres who have given their time so freely and selflessly. Without our group of dedicated volunteers we wouldn’t have a 13 11 14 service. They deserve our heartfelt thanks.

Statistics show that calls from people with Mental health issues are increasing as the associated services are recommending their clients call Lifeline after hours when other support services aren’t available. Other ‘caller issues’ have remained relatively stable.

No longer do we do overnight shifts as these are taken by mainland centres but we continue to contribute to the national service with rostered shifts starting at 6am and continuing until 10.30 pm. The overnight shifts were difficult to fill and our Crisis Supporters are relieved that these shifts are no longer a requirement of the service.

This year has been busy with the introduction of a new computer system (Connect) for taking calls. All Crisis Supporters are now familiar with the new technology and agree it works better than the old “life” system which at times was cranky and unreliable. Combined with a continuous improvement to the referral system and the fact you can get the Lifeline Service Finder as an App on your smart phone we are well equipped for the new age of telephone counselling.

Lifeline Tasmania will continue to support its TCS’s with regular in-service training, group supervision and call sharing sessions which will now be extended state wide. These sessions provide all TCSs with the opportunity to update and improve their skills.

Our thanks go to all the people who have supported the TCSs throughout the year particularly the volunteer TCSs who assisted the new trainees onto the phones. Their help is greatly valued and appreciated.

13 11 14 Telephone Crisis Line

Tasmania


The StandBy Response Service in Southern Tasmania is now entering its fourth year of operation and is growing strongly as requests for the service increase. With a highly skilled outreach support team and a single point of contact through the coordinator of the service, StandBy has provided 24/7 crisis intervention, support, referral and follow up for families and friends, schools, workplaces and communities impacted by suicide loss.

StandBy is available 7 days a week and over the last year has met with people evenings, weekends, during the day, whenever and wherever is best for the people who are shattered and bereaved by suicide. We have walked with people on beaches, sat in lounge rooms and wandered allover country properties. We have taken phone calls at all times of the day and sometimes midnight and later, supporting folks through some of the most difficult processes that accompany a loss to suicide.

The unique model of StandBy allows us to link people with other ongoing sources of help as well as to other people who have experienced suicide loss. The strength of StandBy lies in the active outreach model that underpins the service. At times all we can do with people is “sit in the rubble” with those who have been bereaved. What is needed is “being there” by offering comfort and support, sharing information, assessing safety and needs, organising practical help and listening well to help people sort through their emotions and experiences.

Although StandBy has been challenged this past year by the increase in client contacts, we have been able to meet the need with the commitment of the StandBy Team. Some of the highlights of the last year have centered on services provided to clients. We have established links and worked

with the Royal Hobart Hospital, the Housing Department, Mental Health Services, several schools both public and private, the Office of the Coroner, Community Health Centres, and other community based organisiations.

StandBy continues to participate in Service Provider Networks throughout Southern Tasmania as well as the Glenorchy Suicide Prevention Network. We have also proved free training to community members in through safeTALK and ASIST, Crossing the River, Tools for Schools and Tools for Workplaces and continue to offer information sessions about suicide bereavement and the StandBy Response Service to government and community service providers.

The Reference Group has been working well this year with membership from Community Health, Mental Health, Ambulance Tasmania, Tasmania Police, Millington’s, South East Tasmanian Aboriginal Corporation and informal input from many other sectors of the community.

The StandBy Team is privileged to be invited to walk along side of those that have been impacted by suicide. We believe that today’s postvention activity is tomorrow’s prevention and look forward to another year of “standing by” to help people find the connections and support networks they need.

StandBy is funded by the Commonwealth Department of Health and Ageing.

StandBy Response Service


The period in question has seen continued growth in Chats reflected in increased funding for expansion of the service into the North West and North of the State and increasing numbers of participants and volunteers in the South.

Chats in southern Tasmania commenced the year with 150 participants and 30 volunteers and completed the year with 327 participants and 53 volunteers which exceeds the contracted 250 participants. The ability to continue to deliver an effective service at this level is a result of the development of more efficient systems and greater engagement of volunteers and participants in the operation of the service. The greater involvement of participants in volunteer roles is a source of great strength for Chats in general and has made a significant difference in the lives of the individuals concerned particularly in their sense of self worth and contribution to community.

Chats has continued to respond directly to the suggestions of participants and volunteers particularly in terms of the activities which have been organised. A committee of participants has been formed which meets each month to plan the range of activities which will be organised for the ensuing month. Lunches and bus trips continue to be great favourites while partnerships with cultural and community organisations increase participation and connection to community. Participants are now more comfortable with seeking support to meet up with friends outside of the organised program of activities.

Three staff members resigned their positions during the year which precipitated a review of the operational structure of Chats in southern Tasmania. Growth in the program and the desire to expand the service statewide and nationally was the impetus for the creation of a State

Chats Manager position to manage these operations. A Chats Manager – Southern Tasmania was appointed to supervise the day to day operation of the program in the South. Three full time and one part time assistants are also employed in the Hobart office.

Notification of our success in gaining additional funding to establish Chats in the North West and Northern regions was received in late April. The contracts include funding for a full time coordinator and part time assistant in the Launceston and Devonport offices along with a vehicle in each region and establishment costs. Prior to the announcement, preliminary work has been done in publicising, Chats in these regions and building networks with other service providers. Initial responses have been very positive with a substantial list of potential participants and volunteers making contact in anticipation of commencement of the service in their area. Advertisements have been placed to recruit Coordinators in both regions with operations expected to start early in the new financial year.

Chats Program

CVS is a vital and essential program which values and supports aged care residents who are socially or culturally isolated and whose quality of life would be enriched by companionship and friendship. The program contributes to positive outcomes in the lives of residents through enriching the quality of life, reducing feelings of loneliness and isolation, improvement in feelings of well being and self esteem and an increase in involvement in the wider community.

Over the past year, fifty six volunteers have been engaged in visiting residents. Eight of these are males and forty eight females with five being from culturally and linguistically diverse backgrounds. A total of 1421 visits were made which represents 1690 hours of volunteering. Sixty two residents were visited.

Recruitment of volunteers has been by word of mouth, advertisements in the free Lend-A-Hand section of the Mercury, Lifeline website, Volunteering Tasmania website, displays and articles featured in local community newspapers, magazines and Lifeline fundraising activities at community events and festivals. Feature articles in local newspapers have been an excellent way to recruit new volunteers.

A range of training opportunities were provided for

volunteers including SafeTALK, a Mindfulness workshop which was held in collaboration with Red Cross and a Laughter Therapy workshop.

A highlight of the year was the Valueing Voices – The Lives and Stories of our Older Generation Project. CVS Volunteer Travis Tiddy recorded the life story of Mrs Ruby Quayle. Ruby was given a transcript of the interview and a Powerpoint presentation of her family photos. A four minute Youtube recording is on the Lifeline website.

A further highlight occurred as a result of the success of volunteer Vikki Lutan in winning the 2010 Inaugural National Lifeline Outstanding Volunteer Achievement Award. Vikki has the unique ability to relate to residents with challenging behaviours. As a consequence of her award she was invited by Lifeline National Patron, John Brogden to a Lifeline Thank You lunch at Kirribilli House on 31 May 2012 which was hosted by Tim Mathieson. At this event Vikki was able to share her volunteering story and enjoy the gardens and views surrounding the Prime Ministerial residence.

Community Visitors Scheme (CVS)


The writing of the annual report is always a time for reflection, and never more so than this, the last for Lifeline Hobart before it begins a new exciting journey as part of Lifeline Tasmania.

In its` last year as Lifeline Hobart, the retail business has continued to perform well, meeting both sales and budget targets. Consolidated shop sales for Kingston and Argyle Street stores reached $515,000, with rag sales totalling $16,000.

Sales in our specialist Chosen Pieces Kingston outlet totalled $226,000, with sales of $290,000 in our Argyle Street store. This is a fantastic result in the present economic climate, with declining quality donations, and a general tightening of the purse strings. Some serious customer service, and solid selling strategies have to be applied to get this kind of return from second hand goods. Each year it gets harder , and we have to work smarter to maximise return and every item is assessed separately as to its resale value. We know this works, as is evidenced by the sales figures, but also by customer comments – “you are the best one” “we don`t have to look through rubbish to find something good”

“always feel welcome” “love to come in here and browse” “smells clean not a dirty op shop” “if something is a bit more expensive I know it is worth it”.

The warehouse is the hub of our operations, if it goes wrong there it goes wrong everywhere! All bins are cleared at least twice weekly, and returned to be sorted through at the warehouse. Nothing is sold in the shops until it has been assessed for suitability first. An average of 3.5 tonnes is collected weekly from 22 collection bins around the city and surrounding environs. Unfortunately we along with other charities, are used as a dumping ground for rubbish, and this increases every year with approx. 2tonnes of our weekly collections going to the tip. This will have an impost

on our profitability in 2012/13 as we will be paying tip fees for the first time in the south of the state.

In closing, a special thanks must be given to the volunteers and staff who work within our shops and warehouse. The successes of the retail business over the past year could not have been achieved without their hard work, loyalty and dedication to Lifeline Hobart. I am extremely confident that they will make the transition to Lifeline Tasmania with the same dedication and enthusiasm that they have always given.

Andrea Cordwell

Lifeline Retail

Fundraising and Marketing The last twelve months has seen some major advancements in the promotion of Lifeline Hobart through new dynamic branding being presented to the broader community in Southern Tasmania. This has been achieved through the attendance of the food van and information marquee at various festivals, information days and awareness events primarily around Hobart. The development of new marketing materials continues and as we settle into our new premises at Bellerive and contact details are confirmed will be able to upgrade all other promotional materials with the new imagery.

We continue to receive excellent support from Budget Car Rentals and Coles, whilst Millingtons have been very generous in supporting our education programs over the last twelve months. Also this year Tasplan financially supported the “Out of the Shadows Walk“, our very successful awareness event that over 400 people attended this year.

This year we partnered with Kickstart Art and attended Agfest. This was very successful as a promotional event, but did highlight the need for more volunteers to help on the food van at such events........ so if you have a little spare time and enjoy a relaxing time over a BBQ please contact the office.


Tasmania


I support the work of Lifeline Hobart and would like to assist by donating:

$20 * $50 * $100 * $200 * Other .....................................................................................

Please find enclosed my [cheque / money order] (payable to Lifeline Hobart Inc.)

or

Please charge my VISA * MASTERCARD *Card Number: **** **** **** ****

Card Expiry Date: ** / **Signature: ............................................................................................................................

Name: ..................................................................................................................................................................................................................................................

Address:................................................................................................................................................................................................P/C .................................

I believe in the work of Lifeline Hobart and would like to assist by making a regular

monthly donation of $ .......................... per month by credit card until cancelled in writing.

Please charge my VISA * MASTERCARD *Card Number: **** **** **** ****

Card Expiry Date: ** / **Signature: ............................................................................................................................

Name: ..................................................................................................................................................................................................................................................

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All donations over $2 are tax deductible.

Please Post to: B D & F Manager Lifeline Hobart Inc, 5 Battery Square, Battery Point 7040

Donation Pledge Form

Tasmania

Organisation OfficeLevel 5The Quay Building31 Cambridge RoadBellerive TAS 7018E: [email protected]: www.lifeline.org.au/hobart

Northern Office1st Floor21 Fenton WayDevonport 7310P: (03) 6424 6547E: [email protected]

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