SCCV-2015-Annual-Report

Year in Review 2014/15
Respecting each person’s right
to make their own decisions,
to live a meaningful and
fulfilling life and to remain
as independent as possible.
YEAR IN
REVIEW
2014/15

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CONTENTS
03 Awards 2014/15
04 Key Highlights 2014/15
04 Patron’s Message
05 Chairman’s Report
06 Chief Executive Officer’s Report
08 Supporting Residents
12 Community Living
16 Supporting People Who Are
Living With Dementia
19 Pastoral Care
22 Lifting Organisational Performance
27 Raising Our Profile
32 Board of Directors
34 Executive Management Team
35 Organisation Structure
36 Financial Overview
38 Our Supporters
40 How You Can Help
42 Service Network
43 Locations
OUR ASPIRATION FOR
OLDER PEOPLE
Older people, living well, loving life
and participating within a just and
inclusive community.
Dawa Juma with
resident, Don Cameron

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OUR PURPOSE
Southern Cross Care (Vic), within a Christian ethos,
is committed to serving and supporting older people
and their families by:
• continuing to make a difference in their lives
• continuously improving the way we work
• promoting individual choice and independence
• promoting integrity and dignity
• embracing diversity.
OUR ACTIONS
We will act with:
DIGNITY
Our actions embrace the true worth of each individual client, resident,
carer, family member and member of the general community.
INTEGRITY
We demonstrate honesty, trustworthiness, and ethics in all that we do;
treating others fairly and making responsible decisions.
RESPECT
We demonstrate care, compassion and consideration in the way we
work with clients, residents, their carers and families and each other.
OUR GUIDING
PRINCIPLES
Southern Cross Care (Vic), when engaging and working
with clients, residents, their carers and families, other
organisations and each other, will base its practice on
the following principles:
• accountability
• Christian ethos
• client focussed approach
• communication
• inclusiveness
• partnership and collaboration
• quality
• recognition and achievement
• safety
• sustainability.
2014 OSCAR Aged Care
Hospitality Awards
National Winner - Laundry
Services Individual of
the Year
2014 OSCAR Aged Care
Hospitality Awards
State Winner - Facility
Cleaner of the Year
2015 ACSA Victoria Aged
Care Awards
Winner - Trainee
2015 HESTA Aged
Care Awards
Winner - Outstanding
Organisation
2015 CHA Awards
Winner - Leadership in
Positive Ageing
AWARDS
2014/15

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PATRON’S MESSAGE
During a recent Papal Audience, Pope Francis
spoke about the challenge that comes with
ageing of finding one’s new purpose in
the world. In his address, the Holy Father
recognised the vital role that older people
have in society of sharing their wisdom and
offering encouragement to those who are
searching for meaning in life. Pope Francis
encourages all of us to give this period of
life its full worth.
The Church has always had great respect
for older people and this continues to
be demonstrated by the commitment of
Southern Cross Care to the provision of
quality person-centred care to older people
living in Southern Cross Care homes and in
the community. The ‘Active Living’ theme
of this year’s report clearly demonstrates
the excellent work that the Organisation
has done throughout the year to assist
older people to live an active, fulfilling and
meaningful life.
I congratulate Southern Cross Care and
thank all staff and volunteers for your strong
commitment to making a difference in
people’s lives by the support and care you
provide to older people in our community,
which has ‘valuing every person’ regardless of
background or circumstance at its heart.
I commend to you this annual report and
pray that God will continue to bless the work
of Southern Cross Care.
Yours sincerely in Christ
Denis J Hart
Archbishop of Melbourne
Dear Friends
As Patron of Southern Cross Care (Vic), it is my great pleasure to present
to you the Organisation’s 2014/15 Year in Review.
KEY HIGHLIGHTS 2014/15
Won a number of national and state
awards across various categories - a
testament to our commitment in
providing quality support for older
people (see page 3).
Achieved remarkable results for
residents at Southern Cross Care Keon
Park through its innovative Holistic
Wellness Approach.
Successfully transitioned all 1546
Home Care Packages clients to the
new Consumer Directed Care model
before the deadline as mandated by
the Australian Government.
Established the Stronger Faith Group
at Southern Cross Care Shepparton to
provide an outlet for older people to
express themselves, and to pray and
reflect.
Implemented Procura, our new
Client Management System,
across the Organisation to support
the operational needs of the new
Consumer Directed Care model.
Launched our refreshed brand to
better reflect the Organisation’s
values and purpose, and to
differentiate Southern Cross Care
from its competitors.
Established the Southern Cross Care
Wellness Centre in Eaglemont in
September 2014, with funding from
the Department of Social Services.
Opened stage one of the Dandenong
redeveloped home in March 2015,
which was built on a ‘smaller is better’
concept to provide a more home-like
environment for residents.
Achieved full compliance for all
quality reporting and accreditation
requirements across Community
Services and Residential Services, with
the remaining reviews scheduled for
late 2015.
Piloted the My Life Story project
to capture the personal stories of
residents who are living with dementia
at Southern Cross Care Keon Park, with
the aim of understanding who the
person is and the life they have led.

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CHAIRMAN’S REPORT
I joined Southern Cross Care (Vic) as a
Director of the Board in 2006 and was
appointed Chairman in late 2014. In
the nine years that I have been a Board
Director, I have not ceased to be amazed
by the commitment and organisational
values demonstrated by the staff and
volunteers alike. The accolades and
awards that the Organisation has received
throughout the year are a great testament
to their hard work (see page 3).
The year 2014/15 has been another positive
one for Southern Cross Care, with many
key milestones achieved as highlighted in
this annual report. Our commitment to
excellence has certainly borne fruits and
saw all our residential aged care homes and
community services sites that were audited,
successfully achieve full compliance with
all quality reporting and accreditation
requirements.
To properly prepare for the future and to
ensure that we can provide quality aged
care accommodation to support Victoria’s
ageing population, we have invested
solidly over the last twelve months in
growing and enhancing our services. The
redevelopment of the Dandenong home
commenced in September 2013 to double
the capacity of the home from 52 places to
120 places. Stage 1 was completed earlier
this year, and Stage 2 is expected to be
ready by June 2016.
With technology being such an integral part
of everyday life, we are increasingly using
technology across the Organisation to
provide person-centred support to
older people. We started using electronic
tablets to engage our respite clients in early
2014 with much success, and have now
introduced a pilot program in the Eastern
Region to enable older people in the
community to learn how to use the device.
During the year, we farewelled our past
Chairman Garry Nolan who joined the Board
in 2012 and our Deputy Chairman John
Bruce, a long-serving Director who has been
with the Board since 2003. Their exemplary
contributions to the Organisation will be
greatly missed. At the same time, we are
delighted to welcome two new Directors,
Joseph O’Brien and Peter Matthey, who
bring a wealth of experience and diversity
to the Board.
I would like to thank my fellow Directors
for the support they have shown me
and for giving so much of their time to
the Organisation. I would also like to
acknowledge the incredible work that
the Executive Management Team has
done over the year, led by our visionary
Chief Executive Officer, Jan Horsnell. Our
achievements and success in 2014/15 speak
volumes of Jan’s stellar leadership skills.
Here, I would also like to pay tribute to the
many wonderful staff and volunteers who
have helped make a difference to the lives
of so many older people whom we serve.
Thank you for your passion, dedication and
commitment – you are what sets us apart
from our competitors.
In keeping with our philosophy of ‘Valuing
Every Person’, we will continue to serve
and support older people to live the best
life possible, and value and treat everyone
with the same respect and compassion
regardless of their background, needs,
health or socio-economic status. May God
bless all who are part of the Southern Cross
Care family. I am sure it will be another
exciting and remarkable year ahead!
Greg van Mourik
Chairman

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CHIEF EXECUTIVE
OFFICER’S REPORT
The aged care sector has experienced many
significant reforms and sweeping changes in
recent years, and indeed over the last eighteen
years. In the past year alone, we have seen
three major changes, two of which have a
significant impact on older people who are
living with dementia.
DEMENTIA SUPPLEMENT
On 31 July 2014, the Australian Government
axed the Dementia and Severe Behaviours
Supplement, effectively cutting the $16 per day
supplement allocated to aged care providers
to support extra care and support services for
people who are living with dementia.
Due to protests from the sector as well as
outcry from the public, an alternative approach
together with funding was announced in early
2015, involving the establishment of mobile
Severe Behaviour Response Teams (SBRTs)
comprising clinical experts to provide timely
and expert advice to residential aged care
providers to address the needs of residents
with the most severe symptoms of dementia.
While we welcome this replacement scheme,
we also question the practicality of having a fly-
in-fly-out mobile service, which in our opinion,
is not going to provide the holistic proactive
approach that each older person who is living
with severe dementia needs, nor can it work in
a way that will be a cultural fit, and indeed be
available on a timely basis.
Earlier this year, I joined a group of aged care
executives from across the country in Canberra
to lobby Members of Parliament
on the key challenges facing the broad aged
care services sector, ahead of the Federal
Budget in May. Organised by the Aged and
Community Services Australia (ACSA), the
campaign provided the opportunity for us
to speak with various politicians about our
concerns and suggestions. We also arranged
for the Federal Minister’s Chief of Staff to visit
our Keon Park aged care home with me to see
how we have implemented our dementia care
model in a proactive manner.
CONSUMER DIRECTED CARE –
A GAME CHANGER
While older people who are living with
dementia and living in residential care have
been adversely affected, those who are living
in the community were better served with the
newly implemented Consumer Directed Care
(CDC) service model, designed to provide older
people with more choice and control over their
home care packages.
Part of the ‘Living Longer Living Better’ aged
care reforms, CDC officially commenced on
1 July 2015. Consistent with Southern Cross
Care’s philosophy, we had previously been
operating from a person-centred approach;
therefore we were heartened to see the
introduction of CDC. During the past year,
we have further developed and implemented
our improved holistic and client centred work
practices approach and technology across the
Organisation in support of the reforms.
With older people in the driver’s seat, they
now have a greater say on who, how and when
services are provided and how their financial
allocation is used. Another change planned for
implementation early in 2017 will be that the
package will be owned by the client and not
the provider. One of the implications of the
reform changes in Community Services is that
it creates more competition among providers
to improve the quality and diversity of their
services in order to retain their existing clients
while attracting new ones. For Southern
Cross Care, we will continue to work in a holistic
way, focussing on what is important to the
client and working with them and their support
networks to achieve the best outcomes for
each and every person. Despite the increasingly

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competitive landscape, Southern Cross Care
is well placed to meet the new challenges and
to continue supporting older people to live the
best life possible.
VALUING EVERY PERSON
Healthy active ageing, spiritual wellbeing and
the maintenance of valued roles are the three
key pillars of our philosophy underpinning the
way in which we see and therefore work with
older people. This work, informed by research,
has been developed by the Organisation over
the last couple of years, and titled ‘Valuing
Every Person’. Work has commenced with our
senior staff, gaining their commitment and
involvement in the development of a plan to
educate, develop and roll out this approach
across the entire Organisation.
Southern Cross Care provides very high quality
services and supports to older people and
their families. However, our lives, the lives of
our clients and residents, and the lives of all
people should be about more than our needs
for care and support. If we are to realise our
aspiration of ‘Older people living well, loving
life and participating within a just and inclusive
community’, we need to focus on much more
than care and support. That is what ‘Valuing
Every Person’ is about – each older person,
whatever their needs for care and support,
continuing to live life to the full and continuing
to contribute to the lives of others.
A HOLISTIC APPROACH TO WELLNESS
Southern Cross Care currently supports more
than 500 residents across eight aged care
homes in metropolitan Melbourne and regional
Victoria, of whom eighty per cent are living with
dementia and/or other cognitive impairment.
A further twenty per cent are living with severe
dementia, mental illness and/or challenging
behaviours.
The need for a good quality of life does not
diminish the moment a person is diagnosed
with dementia. On the contrary, more supports
and assistance needs to be put in place to
ensure people who are living with dementia
can continue to live a good and meaningful life.
Our Holistic Wellness Approach aims to achieve
that by focussing on each person’s overall
wellbeing – physically, emotionally, socially
and spiritually, and to assist them to achieve
optimal health and wellbeing. In addition to
providing opportunities and equipment for
physical fitness, the Organisation has a focus
on the recruitment of the right staff with the
right values, comprehensive staff education
and development initiatives, in getting to
know who the client/resident is, what is and
has been important in their life, their hobbies
and interests, food and dining preferences,
individual and appropriate pastoral care, and
a supportive living environment. Our holistic
approach is embedded in every part of the
fabric of the Organisation.
EMPLOYEE DEVELOPMENT AND
EMPOWERMENT
We were recently honoured with the top
accolade when announced that we had won
the Outstanding Organisation Award in the
2015 HESTA Aged Care Awards. Our employee
development program was recognised for its
ability to attract and retain a high quality of
our predominantly female workforce, many
of whom are from culturally and linguistically
diverse backgrounds.
In the past year alone, we have introduced
and implemented over twenty new initiatives
to develop and support our staff and also
partnered with a number of tertiary training
institutions to provide formal education
opportunities to our staff in aged care,
leadership, pastoral care and computer literacy.
By providing continuing career development
opportunities, we are not only empowering our
staff but also building a skilled and committed
workforce within the Organisation. Only with
the best staff are we able to provide the best
possible support and services to older people,
and ensure that our aspiration of ‘Older People
Living Well’ is an everyday reality.
A WORD OF THANKS
I would like to thank my Executive Management
Team, my Executive Assistant, and indeed each
and every staff member and volunteer for the
excellent work they do and their commitment
to make a difference in the lives of others. Also,
the Board Chairman and Directors for their
support, their time, their skills and experience
that they bring and give of so willingly to
govern this wonderful organisation.
I look forward to another exciting year ahead,
and I know that we will be guided by God’s love
and, working together, we will rise to face each
and every challenge that is before us.
Jan Horsnell
Chief Executive Officer

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REDEVELOPED HOME IN DANDENONG
For many people, moving into residential
aged care can be a challenging and emotional
experience, however, the transition can be
less daunting if their new home is made to
feel more like their own. Southern Cross
Care’s redeveloped aged care homes in
Lynbrook, Keon Park and more recently,
Dandenong, were built based on this
philosophy.
The redeveloped Southern Cross Care
Dandenong home is located only a stone’s
throw away from its former site. Based on
a ‘smaller is better’ concept, the home is
divided into four discreet self-contained
households for fifteen residents, each with
its own dining, living and kitchen areas.
Other notable features include a grand entry
foyer, circular chapel, café, free Wi-Fi access
throughout the home and smart TVs in each
bedroom.
To be built in two stages, the first being
completed accommodates 60 people,
including the current residents from its
former site. Construction of the second stage
has commenced and will include a wellness
centre, gym and hairdressing salon.
The relocation of current residents to their
new home went very smoothly in March
2015, with thanks to the many volunteers
and staff from various Southern Cross
Care locations, who lent a helping hand on
the moving day. The day became quite a
celebration.
HOLISTIC APPROACH TO WELLNESS
A 99-year-old resident who uses the gym
daily to maintain her mobility; a resident
who was wheelchair-bound is now able to
repeatedly walk the full length of the bars
in the gym; and the creation of a new diet
which led to residents’ improved appetites
and optimised nutritional intake. These
are just some of the fantastic results from
Southern Cross Care Keon Park’s Holistic
Wellness Approach.
The Keon Park home served as the pilot site
for the wellness approach that encompasses
health, exercise and fitness to promote
residents’ wellbeing. From the home’s
interiors, to the lifestyle options available,
pastoral care and appealing food served,
everything was designed with holistic
wellness in mind. A qualified personal trainer
was recruited as part of the team for this
approach, which is fully supported by our
nutritionist.
Currently, about 26 residents are using the
gym at the home regularly and another 40
residents attend group exercise sessions.
For residents who are unable to attend the
gym due to mobility issues, arrangements are
made for the personal trainer to visit them in
their room so no one misses the opportunity
to improve their fitness.
A series of workshops were conducted to
influence and change staff’s mindset in
order to motivate them to adopt the holistic
approach in the way they work with and
support residents. Healthy, active ageing
is a key component of our ‘Valuing Every
Person’ philosophy. Rather than doing things
for residents, staff are now encouraging
residents to do things themselves as this
helps residents to be more independent and
to retain and maintain their competencies.
SUPPORTING
RESIDENTS

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PETS PLAY A ROLE
Many older people may need to give up
a beloved pet when they move into aged
care homes. Fortunately, this has not been
required for two residents living at Southern
Cross Care Springvale.
With thanks to grants from the Animal
Welfare League Australia (AWLA) Pets in
Aged Care Grants program that was applied
for on the residents’ behalf, the residents
each received $1000 towards the ongoing
care of their pets for a year. Having their
pets with them has helped reduce the
residents’ anxiety, and has provided them
with the emotional support and reassurance
they needed for a smooth transition into
residential aged care.
The pet-friendly home has also implemented
a chicken hatching program and has support
and care in place for other residents’ pets,
including a rabbit, a cat and some birds.
COMMITMENT TO EXCELLENCE
This past year has been a significant
year for accreditation, with seven of our
homes undergoing the mandatory three-
year accreditation audit (the final audit
to be undertaken in July). Results of the
accreditation audits for the seven homes
were extremely positive with each home
achieving all the required 44 audited
outcomes.
Commendations were made in the areas of
resident/relative feedback, quality systems,
documentation, and staff culture, among
others. In particular, the assessors were
impressed with the clear person-centred
approach demonstrated at the homes.
THE LANTERN PROJECT
Our Hospitality Manager is a member of the
Lantern Project, an initiative to investigate
and improve the quality, flavour and
nutritional value of food for older Australians
living in residential aged care. The brainchild
of Cherie Hugo, an accredited practising
dietitian, the project counts an impressive
number of aged care experts among its
stakeholders, including general practitioners,
allied health workers, researchers, resident
advocates, catering teams, food experts,
dietitians, aged care staff, as well as celebrity
chefs such as Maggie Beer.
In June 2015, Maggie Beer hosted a three-
day workshop for a limited number of
Victorian aged care cooks. One of our Head
Chefs was a recipient of a scholarship to
attend the workshop. Focussing on ‘creating
an appreciation for life’, the workshop aimed
to inspire and challenge aged care cooks to
create appealing, nutritious and low cost
meals every day in their kitchens.
164people moved into
Southern Cross Care
homes across regional
Victoria and metropolitan
Melbourne
100%compliance with all
44 expected outcomes
in the accreditation

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“Since getting married 61 years ago, Beth and
I have been inseparable. It means a lot to me
that I can continue to live with Beth in the
same home.”
JIM WILSON
RESIDENT, SOUTHERN CROSS CARE DANDENONG

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The saying that absence makes the
heart grow fonder certainly rings
true for 87-year-old Jim Wilson.
When his wife, Beth, moved to Southern
Cross Care Dandenong a year ago, Jim
would visit her four times a week while he
remained living in his home in Doveton. He
would walk more than 1km to catch the bus
to Dandenong, braving the blistering cold in
winter and the scorching heat in summer
– just so he could see Beth.
Eventually, the separation proved too much
for Jim and he began to feel depressed.
Worried for his wellbeing, Beth asked Jim to
move into the home, which he did. When the
home relocated to its new premises in March,
Jim and Beth were delighted to get rooms
next to each other, which had not been
possible in the previous home.
The loving couple met at a dance in April
1953 and have been inseparable ever since.
Clearly enjoying their time together at the
home, Jim and Beth are always smiling and
they enjoy spending their time watching the
television, talking to each other or getting
into the occasional dance!
CASE STUDY

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TRANSITION TO CONSUMER
DIRECTED CARE
Under the ‘Living Longer Living Better’ aged
care reforms by the Australian Government,
all home care packages were required to be
provided on a Consumer Directed Care (CDC)
basis by 1 July 2015. Southern Cross Care
was one of the first organisations to trial the
CDC approach in 2010. Our early adoption
saw us successfully transitioning all 1546
Home Care Packages clients to the new CDC
model before the deadline. As the largest
provider of home care packages in Victoria,
this was no small achievement.
In order to meet the requirements and
to continue to provide high quality services
to older people living in the community,
we changed the way we work within the
Organisation and with our clients. This
new approach has been supported by
our dedicated staff who embraced the
changes as they adjust to new work
policies, procedures and practices.
Under the new model, people are able to
choose to self-manage their package as
much or as little as they wish. As such, we
are seeing clients actively managing their
supports and services and thereby using their
packages to address a wide array of needs
that support their personal goals to live a
meaningful and rewarding life.
We continue to provide substantial support
to older people through our Community
Services, by assisting them in areas of their
lives that they prioritise. In the past financial
year, the in-home direct support we have
provided was in excess of 220,000 hours.
COMMUNITY
LIVING
1546clients successfully
transitioned to Consumer
Directed Care
220,000hours of in-home direct
support provided to older
people in the community
COTA CO-PRODUCTION
In 2014, we applied via an Expression of
Interest, for the COTA (Council for the
Ageing) co-production research project
to assist providers in the development of
their capabilities in the CDC approach, and
for consumers to make the most of what
a CDC approach can offer. We were really
pleased to be one of the three providers in
Australia, and the only one in Victoria, to be
successful in the application. While the grant
was only $5000, it has provided a profile and
significant credibility to the Organisation, our
consumer engagement strategies and our
CDC programs.

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100%compliance with
quality reviews
Co-production sessions for clients and
their carers commenced in August 2014
across a number of regions to obtain their
feedback and suggestions. Advisory groups
comprising clients, carers and staff were
established to develop the information.
Over the next nine months, these advisory
groups worked together to develop client-
friendly information that can support people
to manage their Home Care Package to the
extent they wish to.
Procura, our new Client Management
System, has been fully implemented across
the Organisation to support the operational
needs of the CDC model. This includes the
provision of user-friendly individual budgets
and statements to clients which are reflective
of the services and supports utilised. Direct
care staff have been provided with smart
phones for immediate access to key client
information, thereby eliminating the need to
mail out staffing rosters.
IMPROVING HEALTH AND FITNESS
The Southern Cross Care Wellness Centre
in Eaglemont was established in September
2014 to provide personalised, small group
exercise sessions for people over 65 who
wish to improve their health and fitness.
The approval to commence the service was
obtained in June 2014 from the Department
of Social Services that provided over $25,000
worth of equipment and modification
allowances for the establishment of the
service.
Programs offered at the Wellness Centre
include strengthening and balancing
exercises, Tai Chi and a walking group. An
allied health assistant was appointed to
conduct these programs, which are overseen
by our physiotherapist. Aims of the program
are to improve participants’ balance, reduce
their joint pain and help increase their self-
confidence.
In June 2015, the Wellness Centre opened
its doors to the local community as part of
the Aged and Community Services Australia
(ACSA)’s National Open Day to promote the
positive experience of ageing, resulting in an
overwhelming response from clients and the
local community.
LEARNING NEW TECHNOLOGY
For most people, learning a new skill can be
a daunting experience, regardless of age -
but for ten older people who signed up for
a six-month electronic tablet course, the
experience has been anything but daunting.
Held at the Eastern Region Community
Services office in Ringwood, the pilot
program was facilitated by staff members
and a volunteer instructor in a group
setting and run on a weekly basis. Each
participant was provided with a tablet on
loan throughout the duration of the course.
The aim was to introduce the participants
to the new technology and equip them
with sufficient knowledge about the device
before they made a decision to invest in one.
Outcomes from the program have been very
positive, with participants reporting on how
it has helped them to communicate with
family and friends, and how it has opened
up a whole new world for them. Due to the
overwhelming success of the program, it
will be replicated in other regions during the
later part of the year.
QUALITY REVIEWS OF SERVICES
Between February and June 2015, quality
reviews by the Australian Government
were conducted of our Community
Services located in the regional areas of the
Grampians, Gippsland and Barwon, as well as
our metropolitan regions.
Each regional service successfully met all
eighteen expected outcomes, with strong
evidence in corporate governance, good risk
management and advocacy for clients being
reported. Our Community Services in the
Eastern region was the first to be reviewed,
with the final two - Shepparton and Loddon
Mallee services, scheduled to be reviewed
during August 2015.

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From cleaning services to
gardening, home maintenance
and grocery shopping,
Barbara McParland has all
the assistance that she needs
to enable her to continue
living at home – safe and well.
At 75, Barbara leads an active life and
still drives around in her car to the shops
nearby or to the local community club for
her weekly calligraphy class. She lives alone
and enjoys the independence that her
Home Care Package from Southern Cross
Care provides her.
When her package was switched to the
new Consumer Directed Care (CDC) service
delivery model, Barbara was delighted that
it gave her greater choice and control over
the supports and services that she receives.
With the assistance of her care manager,
Barbara set her goals and worked out the
supports that she needed for the entire
year to fit in with her current lifestyle and
preferences. She also selected the service
providers that could best meet her needs.
For Barbara, living at home and remaining
independent are her ultimate goals. With
CDC, Barbara feels more empowered and
in control of her life now, knowing that how
she lives her life remains her choice.
CASE STUDY

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“I like my independence.
That’s why I like the new
service because I have a
choice, I have the power,
and I have a say in what
I want.”
BARBARA MCPARLAND
CLIENT, HOME CARE PACKAGE

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INTRODUCTION OF TABLETS AT
MACLEOD COTTAGE
Electronic tablets are increasingly being used
to assist with the provision of person-centred
support at Southern Cross Care. They were
first trialled in 2014 at Macleod Cottage, one
of our respite homes that supports people
who are living with dementia.
Each client who attends the Cottage
has the opportunity to experience the
technology. Staff are finding the tablet to
be effective in assisting with the prevention
and management of a client’s complex
behavioural issues, such as anxiety and
restlessness; and anecdotally, they are also
reporting a reduced need for psychotropic
medication.
All staff at Macleod Cottage have been
involved with the incorporation of the tablet
into the support plans of clients who attend
the Cottage. In consultation with La Trobe
University, a referral form that captures
quantitative data and associated outcomes
was developed and completed for each
participating client. In February 2015, the
findings of the initiative were presented by
our Dementia Consultant at the Aged and
Community Services Australia (ACSA) Tri-
State Conference.
This initiative supports our ‘Valuing Every
Person’ philosophy as staff have been able to
explore and learn more about each client’s
personal history, their culture, spiritual
beliefs, their current hobbies and interests,
as well as their desires for the future.
KNOWING THE REAL PERSON
THROUGH STORYTELLING
Everyone has a different story to tell, for
we are all unique and diverse. At Southern
Cross Care, we believe that understanding,
appreciating and valuing each person allows
us to provide the highest quality support to
older people.
Very often, people who are living with
dementia have their identity stripped away as
their disease progresses. We see it as our role
and responsibility to help them to remember
and for us to be their voice when they are no
longer heard.
SUPPORTING PEOPLE
WHO ARE LIVING
WITH DEMENTIA
20+clients have participated
and benefitted from
the tablet activity at
Macleod Cottage

17
When Martin Bongailas’ mum, Mary, was
diagnosed with Alzheimer’s six years ago,
Martin decided to retire early to care for her.
Martin takes a break from his busy days when Mary goes to
her weekly overnight respite and the occasional three- or
four-night break at Macleod Cottage, one of Southern Cross
Care’s respite homes supporting people who are living with
dementia.
During her stay at the Cottage, Mary likes to keep herself busy
by helping in the kitchen, making her own bed or hanging out
the washing. Mary, who is from a Maltese background, also
enjoys listening to Maltese music and songs on an electronic
tablet. When she is worried about not being at church on
Sundays, staff will play mass on the device. And when anxiety
keeps her awake at night, Mary finds comfort listening to the
recital of the rosary on the tablet.
Southern Cross Care commenced trialling the use of electronic
tablets at Macleod Cottage in early 2014. Mary is one of the
many clients who has benefitted from the initiative, which
has been effective in managing complex behaviours in people
who are living with dementia, such as anxiety and restlessness.
“When anxiety keeps mum awake at night,
staff use the tablet to recite the rosary
and comfort her to sleep.”
MARTIN BONGAILAS
SON OF CLIENT, MACLEOD COTTAGE
Since the beginning of the year, we have
been piloting the ‘My Life Story’ project
in order to capture the personal stories of
residents who are living at Southern Cross
Care Keon Park. Personal photos, short
video clips and their anecdotes have been
combined into short movies to tell the
resident’s life story. These stories can be
viewed on a personal smart TV or electronic
tablet by the resident themselves, family
members, friends and staff members.
These life stories help to promote pleasant
reminiscence, experiences and memories and
may reduce feelings of loneliness, boredom
and anxiety in residents. This initiative has
also enabled our staff to get to know the
‘real person’ and what has been important
to them throughout their life, thus assisting
them to provide the most appropriate
support tailored to the resident’s individual
needs and preferences.
Mary Bongailas
CASE STUDY

18
RESPONDING TO PEOPLE LIVING
WITH DIFFICULT AND CHALLENGING
BEHAVIOURS
Southern Cross Care currently supports over
500 residents across eight aged care homes,
of which 80 per cent are living with dementia
and other cognitive impairments. Twenty per
cent of those residents are living with severe
dementia and exhibit challenging behaviours.
In order to provide the best support for
these residents, staff need to be educated
in specific areas of skills and knowledge.
This specialised level of education has been
overseen by our Behaviour Management
Consultant.
Late last year, our Behaviour Management
Consultant completed an intensive ‘train the
trainer’ course called PART™ (Predict Assess
and Respond to Difficult and Challenging
Behaviours) which is aimed at helping staff
to identify the behaviours and respond to
the resident with aggressive behaviour.
A range of verbal techniques that are safe,
ethical and meet legal and sector standards
were used to enable the Organisation and
staff to ensure the best possible support for
the residents. Since then, similar training has
been rolled out to all levels of staff across
our aged care homes by the Consultant,
particularly for staff who work in areas
supporting people who are living with
severe dementia.
80%of Southern Cross Care’s
residents are living
with dementia or other
cognitive impairment
Stan Kocor

19
SUPPORTING SPIRITUALITY AND RELIGIOUS NEEDS
Southern Cross Care is committed to ensuring that the spiritual and religious needs of all
older people we support are met regardless of their background and/or religious beliefs.
Our Pastoral Care Service, while only officially introduced in 2012, is well entrenched into the
culture of the Organisation.
The Pastoral Care team at each of our aged care homes is supported by a number of
volunteers who also support people who remain living in their own home. They are sensitive
to the needs of older people and work with other staff to provide individualised pastoral care
support to ensure that older people feel valued and remained connected to their family and
the wider community.
Together with chaplains of various faith affiliations, our Pastoral Care team arranges religious
services and opportunities for worship to meet the needs of each individual. Pastoral carers
are conscious of the challenges that are associated with ageing, particularly when older people
move away from their own home. The carers are readily available to listen and provide support.
PASTORAL
CARE
8
Southern Cross Care
homes now have
in-memoriam books
available to remember
residents who have died
IN LOVING MEMORY
Pastoral carers play an important role as
older people enter into the palliative care
phase of life and spiritual reflection often
becomes increasingly important.
Pastoral care extends beyond the life of a
client or resident. Pastoral carers support
the families of residents, particularly during
the time of a person’s end of life and around
the time of their death. Memorial services
facilitated by the pastoral carers are an
important means of remembering and
celebrating the lives of those residents who
have died. During the year, in-memoriam
books with photos and words were
introduced at each home for residents, staff
and families to remember and pray for those
who have died.

20
EDUCATION SCHOLARSHIPS
We are thankful for the pastoral care
education scholarship sponsored by the
Knights of the Southern Cross that enables
a staff member or volunteer to undertake
studies in Certificate IV in Pastoral Care.
In 2014, two staff were awarded with
scholarships to undertake studies in pastoral
care to assist them in their care roles – one
was sponsored by the Knights and the other
by Southern Cross Care.
STRONGER FAITH GROUP
The Stronger Faith Group was established
earlier this year at Southern Cross Care
Shepparton aged care home, with the aim
of improving the lives of people who are
vulnerable or marginalised by assisting
them to understand how they can continue
to contribute positively to the lives of those
around them. It also provides them with an
outlet to express themselves, and to pray
and reflect with others in the group.
Acting as a support group, the participants
have found a sense of belonging and joy,
while at the same time improving their sense
of self-worth as valued members of society.
The Group meets weekly and comprises a
core group of about twelve people, who are
sometimes joined by their family members
and staff.
“The Stronger Faith Group exists to
provide an opportunity for residents
to reconnect with their sense of self
from a different perspective.”
LIZ GROGAN, PASTORAL CARE ASSOCIATE
SOUTHERN CROSS CARE SHEPPARTON
Members of the Stronger Faith
Group, Kath Boscetti, Liz Grogan
and Noreen Farrell.

21
CASE STUDY
The news troubles their hearts and they
begin to feel helpless for not having the
opportunity to express their views, voice
their thoughts, or simply to talk to
someone about it.
This was a scene all too familiar to Liz
Grogan, a pastoral carer at Southern
Cross Care Shepparton until she established
the Stronger Faith Group earlier this year.
Comprising residents from the home who
are occasionally joined by their family
members and staff, the group meets on a
weekly basis to discuss social justice issues,
to share their personal stories, and to pray
and reflect.
These gatherings have proven beneficial
to the residents, both emotionally and
spiritually. The residents told us how they
have now strengthened their relationship
with people around them and with God, as
a result of them being more compassionate
towards themselves, to each other, and to
the staff and volunteers whom they meet
and interact with at the home.
The television has long been
switched off, but some residents
are still finding it hard to take their
minds off what they have just seen
– be it a current affair or a social
justice issue.

22
241people were offered
employment with
Southern Cross Care
7546people applied for jobs
with Southern Cross Care
25job interviews were
conducted through
video screenings
262recruitment
advertisements were
placed across various
online and print mediums
ATTRACTING TALENT
In the past year, we have placed 262
recruitment advertisements, received 7546
applications and offered employment to
241 people.
To ensure that we attract the best talent in
the market, we have introduced a number
of pre-employment tools to provide us
with a head start on selecting the highest
calibre job candidates. Safeselect, a new
psychometric screening tool, is one of them.
It has enabled us to ensure that the people
we select are thoroughly screened prior to
being offered employment with us. This
testing has resulted in an improved selection
process which has greatly improved our
candidate selection.
Another new initiative is video screening
interviews, which was introduced for all
roles at the central office as well as key
roles across our Residential Services and
Community Services. Each applicant is
provided with five questions to answer,
with a time limit of two minutes per
question. These questions are mainly
centred around candidates’ understanding
of their experience and skills in the role
they have applied for, as well as their
achievements within a previous and similar
role. We have had more success with central
office and administrative based roles with
this new tool, compared to direct care roles
such as community support workers.
LIFTING
ORGANISATIONAL
PERFOMANCE

23
19staff from across the
Organisation were
supported to attend a
leadership development
course
48staff from Community
Services completed
dual qualification in
Certificate IV in Home
and Community Care
(HACC) and Disability
105staff graduated
during the year from
a certificate or post
graduate program
supported by Southern
Cross Care
CAREER GROWTH OPPORTUNITIES
Throughout 2014/15, we continued to
develop a range of relevant education
programs based on best practices and latest
trends in the aged and community sector to
provide staff with further opportunities to
develop in their careers.
This included online learning programs
for various courses, such as food handling,
dementia and palliative care, with duration
ranging from one hour to several months.
Staff from multicultural backgrounds
were also provided with the opportunity
to enhance their computer and literacy
skills when two of our homes received a
Workplace English Language Literacy
(WELL) grant.
In conjunction with our Learning and
Development team, our Residential Services
introduced a mentoring program at our
aged care homes. This initiative aimed to
support the orientation of new staff, student
placements, and to assist with education
and learning programs and competencies.
Enrolled nurses were appointed as the
mentors.
Nurturing our emerging leaders for future
leadership roles is equally important to us.
Nineteen staff from across the Organisation
were enrolled in Leadership Victoria’s
leadership development programs and the
graduate certificate in management with
Victoria University. These programs included
an opportunity for these staff to be involved
in a workplace project that would benefit
their area of work.

24
HELPING OTHERS TO LIVE A GOOD LIFE
By giving of their time and talents selflessly,
325 volunteers have enabled us to continue
supporting older people in our aged care
homes and those who are living in the
community so that they can lead fulfilling
and meaningful lives.
A major focus over the past year has been to
assess the needs and wants of each resident
and client individually, and to subsequently
find a volunteer or create a group to meet
their expressed needs or interests. This
supports our philosophy of ‘Valuing Every
Person’ and treating everyone with the
respect and compassion that they deserve.
With thanks to the support given by our
dedicated volunteers, we have been able
to expand our volunteer programs across
our Community Services. These volunteers
provided their time, transport and company,
which has enabled us to increase the scope
of our programs as well as the frequency of
various outings and events.
With the use of electronic tablets fast
gaining popularity amongst older people,
we are also receiving more requests for
volunteers to assist clients and residents
to learn the new technology. As a result, a
pilot tablet group facilitated by a volunteer
instructor was commenced at our Eastern
Region Community Services office. Due to
the overwhelming success of the program,
further programs are now being run in the
Eastern region, with plans to roll out similar
programs to clients across both the Northern
and Southern regions.
STAYING CONNECTED
The move to a Consumer Directed Care
(CDC) service model for clients receiving
a Home Care Package, coupled with the
arrival of empowered baby boomers, marks
a new era of competition amongst aged care
providers as consumers demand and enjoy
more choice and control over the services
that they receive.
To remain relevant and competitive, we
have implemented Procura, a new software
solution to support the operational needs
of our Community Services. The solution has
introduced considerable efficiency through
the removal of paper based rosters and time
sheets for staff, and the reduction in travel
costs through the introduction of optimised
best route rostering practice. Direct care
staff were provided with smart phones to
give them immediate access to key client
information which supports a more mobile
workforce within the Organisation.
Technology has certainly become an integral
part of everyday life, and therefore has
been built into our new home in Dandenong
with wireless internet access, smart TVs in
resident’s bedrooms, video conferencing,
in-house channels and a nurse call system
among the various technology infrastructure.
Residents have been using the smart TVs
to communicate with and see their families
on Skype, or to support tele-health video
assisted specialist appointments.
400smart phones provided
to community support
workers
93is the age of our oldest
volunteer, who assists
with gardening

25
WHERE SAFETY AND HEALTH MATTERS
Having over 1300 staff members and
hundreds of volunteers across regional
Victoria and metropolitan Melbourne,
Southern Cross Care is committed to
ensuring the safety, health and welfare
of each one of its people.
This is evidenced by:
• Board directors, managers and staff having
attended Occupational, Health and Safety
(OHS) training.
• The OHS Team and managers coordinating
and conducting incident investigations and
effectively managing the return to work of
injured staff.
• The OHS Manager conducting risk
assessments and training of managers
and staff to reduce risks within the
Organisation.
Our continued focus on safety in the
workforce is reflected by our excellent
performance rating which is 48.67 per cent
better than the sector rate, averaged over
the past three years.
325
people volunteered
their time with Southern
Cross Care in 2014/15
27years is the longest
amount of time a
current volunteer has
given to Southern
Cross Care
48.67%better than the average
sector rate in OHS
performance rating
Resident Sheila Cunningham
with volunteer Maria Mastroianni

26
One of Robert Eames’ favourite things to do these days is watch musicals
on a DVD. When he was younger, Bob, as he is fondly called, loved to
attend musicals with his wife, Alida. Bob’s love for the musicals would
see him and Alida travelling more than 160km from regional Tatura to
Melbourne to catch the bigger productions.
Over the years, Bob’s interest in theatrical performances has not waned. It has been
many years since Bob had last been to a musical. Now a resident at Southern Cross Care
Shepparton, Bob gets his regular musical fix from Alida who brings him DVDs whenever
she visits.
The thought of watching a live musical again was never far from Bob’s mind. However,
Bob brushed that off as wishful thinking, only to be surprised by a special treat funded
by Southern Cross Care’s Imagine Fund.
Through the Fund, Bob’s day trip to see Les Misérables at Her Majesty’s Theatre in Melbourne
was fully paid for. Accompanied by a staff member, Bob was also treated to a scrumptious
steak lunch before the matinee show, making it a most unforgettable experience for him.
“I love watching musicals.
When I was younger, my wife
and I would not hesitate to
travel long distances just to
catch a show.”
ROBERT EAMES
RESIDENT, SOUTHERN CROSS CARE
SHEPPARTON
CASE STUDY

27
A REFRESHED BRAND
Last year, Southern Cross Care engaged
in a process to review its brand in order
to differentiate the Organisation from
its competitors and to better reflect the
Organisation’s values and purpose.
In May 2015, a new logo and brand style
were launched as a result. The most
noticeable change to the logo is the green
colour, which has been changed to jade.
The brand’s primary colours of green and
grey were replaced with jade, turquoise and
grey, effectively shifting from an autumnal
colour scheme to calming pastel hues, and
removing any perceived reference to ‘the
autumn of your life’.
We believe these changes make the logo
look more contemporary as well as giving it a
feeling of warmth, empathy and friendship.
The new brand style is being progressively
adopted throughout our homes and offices.
The Organisation’s website has also been
under review and a new website will be
launched later in 2015.
MY AGED CARE
The Marketing team has taken responsibility
for the establishment of our information
on My Aged Care, a website established by
the Australian Government as part of the
aged care reforms to give people more
choice, control and easier access to a full
range of aged care services. While the task
has required a significant investment of
time, we recognise the importance of this
service in supporting people to find the most
appropriate services for their needs.
DANDENONG ART COMPETITION
With the opening of the first stage of the
Southern Cross Care Dandenong home
in March this year, the Marketing team
collaborated with St John’s Regional College
in Dandenong to hold an art competition for
their students. More than 100 entries were
received from the School’s Year 7 to Year
12 students. Prizes were awarded for the
best artworks which included oil paintings,
photography and a collage by the Art Club.
The winning art pieces have been framed
and are now proudly on permanent display
at Southern Cross Care Dandenong.
RELOCATION OF GRAMPIANS OFFICE
To accommodate its growth, the Grampians
Region Community Services moved to a
new office in July 2014. An official blessing
and afternoon tea was held, attended by
clients from the region, nuns from the Loreto
Sisters’ Convent, priests from local parishes,
members from the Ballarat Branch of the
Knights of the Southern Cross, and Directors,
management and staff.
RAISING
OUR PROFILE
CEO Jan Horsnell with Andrew Walsh, Principal of St John’s Regional College,
and first prize winner Tiamara Aledo

28
MELBOURNE UNITED
Through our relationship with corporate
partner, Melbourne United Basketball Club,
we were able to surprise two teenage sons of
a home care client with a dream experience
with their favourite National Basketball
League (NBL) team.
The boys’ father has a degenerative
neurological disease so they have taken
on additional responsibility to assist their
mother in her carer’s role. To provide some
relief from the challenges the family faces,
we arranged for the boys to attend a training
session to meet their NBL idols and attend
the first game of the season. The family had
a wonderful day at the basketball, and we
are grateful to Melbourne United for their
generosity.
BLESSING OF SOUTHERN CROSS CARE
DANDENONG
Southern Cross Care Dandenong relocated
in March 2015 and was officially opened and
blessed on 1 July. More than 100 people
comprising residents, their families, staff,
volunteers and friends attended the event.
Among the guests were the Mayor of the City
of Greater Dandenong, Cr Sean O’Reilly, and
the Very Reverend Father Tony Kerin, who
officiated over the blessing with the support
of Father Declan O’Brien from St Mary’s
Catholic Church in Dandenong. The opening
precedes the next stage of development,
where the home will be expanded to
provide an additional 60 places for residents,
including a wellness centre, gym, community
centre and hairdressing salon.
The Ellwood boys realised their dreams to meet with their NBL idols, Melbourne United
Southern Cross Care Chairman Greg van Mourik (left) and CEO Jan
Horsnell (right) at the opening of the new Dandenong home with the
Mayor of the City of Greater Dandenong, Cr Sean O’Reilly (centre)

29
THOUGHT LEADERSHIP
Throughout the year, we continue to align
our marketing strategies to strengthen our
position as an expert and authority within the
aged care sector. This is wholly supported by
our CEO Jan Horsnell who actively advocates
on policies and regulations that will make a
difference to the lives of older people. Earlier
this year, Ms Horsnell joined a group of aged
care executives from across the country in
Canberra to lobby Members of Parliament
on the key challenges facing the broad aged
care services sector, ahead of the release of
the Federal Budget in May.
The Organisation also enjoys a continued
presence in the media as we are regularly
invited to contribute articles or comment
on topical issues. This further strengthens
our market profile and reputation as a
respected aged care provider.
The annual Corporate Charity Golf Day in March attracted close to 100 participants
Thanksgiving service for staff and volunteers at St Mary’s Catholic Church
in Malvern East
KEY EVENTS IN 2014/15

Southern Cross Care (Vic) / Aitken Partners Corporate Charity Golf Day
Southern Cross Care (Vic) / O’Brien’s Pharmacy Mother’s Day Brunch
Thanksgiving service for staff and volunteers
Official opening and blessing of the new Grampians Region Community Services office
Official opening and blessing of the new Dandenong home
Corporate Partners Lunch

30
Nicole Nettleton with residents,
Sister Mary Ronayne and Ilse Haenraets

31
Working in aged care can be
physically and emotionally
demanding, but for those who
choose to make aged care their
career, they will tell you that the
rewards that they derive from
supporting and working with
older people far outweigh the
challenges that come with it.
Nicole Nettleton is one of them. Since
graduating from high school, Nicole knew
she wanted to work in aged care. She joined
Southern Cross Care Lynbrook home as a
trainee Division Two Nurse in 2008, working
part-time while completing her Certificate
IV in Nursing with a local TAFE.
Nicole’s steely determination to succeed
in her chosen career saw her make the
most of every professional development
opportunity that came her way. In the
following years, upon completing her
traineeship, Nicole worked at the home
as an Endorsed Enrolled Nurse and was
later offered part-time roles in quality
management and respite services.
Despite joining the Organisation as a
teenager, Nicole has shown great maturity
beyond her years. Now a Registered
Nurse, Nicole continues to flourish in her
career and was further recognised and
acknowledged recently by winning the
coveted 2015 ACSA Victoria Aged Care
Trainee Award.
“Since leaving high school, I’ve had a strong
interest to work with older people. I am grateful
to be provided with a range of opportunities to
develop my career.”
NICOLE NETTLETON
QUALITY COORDINATOR CUM NATIONAL RESPITE FOR CARERS
PROGRAM COORDINATOR, SOUTHERN CROSS CARE LYNBROOK
CASE STUDY

32
Dr Jane Fyfield
Board Governance Improvement Committee (Chairman)
Board Property Development Committee
A Director of the Board since 2002, Jane has qualifications
in geriatric medicine and public health, and has extensive
experience in practice, teaching and policy and service
development. Jane is also a Director and Consultant in
the consulting business, Healthcare International, which
specialises in aged care services. Jane was an Adviser with
the Department of Veterans’ Affairs for almost twenty years
until September 2013.
BOARD OF
DIRECTORS
Greg van Mourik
Chairman
A Director of the Board since 2006, Greg is a lecturer in
management accounting at Monash University and has more
than twenty years’ diverse senior management experience
in large companies in the information and communications
technology sector. He is also a graduate member of the
Australian Institute of Company Directors (GAICD).
Nicholas Bourke
Deputy Chairman
Board Property Development Committee (Chairman)
Board Profile and Fundraising Committee (Chairman)
A Director of the Board since 2005, Nicholas has extensive
experience in property and holds a number of directorship
portfolios, including Director of Global Business at Bilfinger
Real Estate. He is an Associate of the Real Estate Institute
(REIV) and former Chairman of the Victorian Amateur
Football Association (VAFA) of which he is also a life member.
AS AT 30 JUNE 2015

33
Joseph Mangelsdorf
Board Finance Committee (Chairman)
Board Governance Improvement Committee
A Director of the Board since 2000, Joseph has significant
finance and administration expertise. He was responsible for
finance, investment and administration within the Catholic
Archdiocese of Melbourne for eighteen years. Joseph is also
a member of the Australia Institute of Company Directors
(MAICD).
Anne Moon
Board Compliance, Audit and Risk Committee (Chairman)
A Director of the Board since 2008, Anne is an accredited
property law specialist and has more than 30 years’
experience in commercial and property law. Anne is
a Principal at Soho Lawyers and has had substantial
involvement in pro bono work for many years. She is
also a member of the Law Institute of Victoria and an
Accredited Mediator.
Joseph O’Brien
Board Finance Committee
Joseph joined the Board in February 2015 and is an active
member of the Knights of the Southern Cross since 1996.
Joseph holds the position on the Board of Directors as the
Knights of the Southern Cross State Council nominee. Until
his retirement from paid employment, Joseph worked in
the accounting profession and had been the Chief Financial
Officer and Company Secretary of a large engineering
company for six years.
Peter Matthey
Board Finance Committee
Board Compliance, Audit and Risk Committee
Board Profile and Fundraising Committee
Peter joined the Board in April 2015. He worked with
KPMG for nearly 40 years and was an audit partner and
a transaction services partner before his retirement. He
has nine years’ experience on the Board of Cabrini Health
Australia, including four years as Chairman. Peter is also a
Director and member of the Audit Committee for Church
Resources and is a Board Director of Catholic Network
Australia.
Garry Nolan was a Director of the Board since 2012. He resigned as a Director and Chairman
of the Board in July 2014.
John Bruce was a Director of the Board since 2003. He resigned as a Director and Deputy
Chairman of the Board in November 2014.

34
EXECUTIVE
MANAGEMENT TEAM
(from left to right)
Paul Wawryk
Executive Manager
Information and Communications
Technology
Duane Bell
Executive Manager
Community Services
Jan Horsnell
Renn Starcic
Executive Manager
Property and Development
Wendy Waddell
Executive Manager
Residential and Retirement Living
Brendan Foley
Executive Manager
Business and Finance
Ian Barton
Deputy Chief Executive Officer / Executive
Manager Organisational Development

35
ORGANISATION
STRUCTURE
Deputy Chief
Executive Officer/
Executive Manager
– Organisation
Development
Board Finance
Committee
Board Compliance,
Audit and Risk
Committee
Board Property
Development
Committee
Board Governance
Improvement
Committee
Board Profile
and Fundraising
Committee
Executive
Manager
– Property
and
Development
Executive Manager
– Residential and
Retirement Living
Executive
Manager
– Community
Services
Executive
Manager
– Business and
Finance
Executive
Manager
– Information and
Communications
Technology (ICT)
Workforce
(Recruitment,
Learning and
Development,
Payroll,
Occupational,
Health and Safety
(OHS), and Employee
Relations)
Volunteers
Pastoral Care and
Chaplaincy
Corporate and
Business Planning
Risk Management
Policy Development
Marketing and
Fundraising
Property
Development
Facilities
Management
Property
Management
Quality
Clinical Governance
Managers
Dementia
Hospitality
Resident Liaison
Services
Aged Care Funding
Instrument (ACFI)
National Respite
for Carers Program
(NRCP)
Home and
Community Care
(HACC)
Quality
Dementia
Regional
Managers
Macleod Cottage
Respite
Project Team
Community
Nursing
Wellbeing Centre
Financial
Accounting
Management
Accounting
Customer Service
Accounts Payable
Contract
Management
Information
Management
ICT Infrastructure
Assistive
Technologies
BOARD OF DIRECTORS
SOUTHERN CROSS
CARE MEMBERS

36
FINANCIAL
OVERVIEW
Total Revenue of $82.3m was recorded for the year ending 30 June 2015, an increase
of 4 per cent on the previous year. This resulted in a net surplus of $2.96m.
Funding for Southern Cross Care (Vic) comes from a variety of sources, noting that
the majority of funding comes via Commonwealth and State Governments, client fees,
interest, donations and corporate partners.
Cost pressures are significant in aged care. The Organisation will continue to monitor all
costs and implement cost saving measures where possible. Work will continue to ensure
sustainable funding sources and an efficient cost model is in place to enable the ongoing
delivery of high quality services.
FINANCIAL PERFORMANCE
30/06/2015 30/06/2014 30/06/2013
Resident and Client Fees 16,590,099 16,164,732 15,147,635
Government Subsidies 63,223,912 60,619,654 55,509,904
Ingoing Contributions Retained 490,697 523,214 552,451
Accommodation Bond / RAD Interest 638,326 275,030 371,209
Interest Received / Receivable 664,109 755,973 1,070,140
Other Income (includes donations) 696,878 604,593 456,676
TOTAL REVENUE 82,304,021 78,943,196 73,108,015
Employee Benefits Expense (59,123,937) (54,869,163) (50,527,876)
Borrowing Costs (240,202) (158,587) (165,219)
Catering Provisions Contract
Meals Expense
(1,962,548) (1,994,117) (1,925,143)
Maintenance, Cleaning and Utilities Expense (4,632,616) (4,668,332) (4,183,877)
Communication and General Office Expense (3,214,389) (2,805,214) (2,868,201)
Depreciation Expense (4,574,184) (4,120,106) (3,720,023)
Other Expenses from Ordinary Activities (5,507,336) (5,659,594) (4,682,889)
TOTAL EXPENSE (79,255,212) (74,275,113) (68,073,228)
SURPLUS FROM ORDINARY ACTIVITIES 3,048,809 4,668,083 5,034,787
Loss from Discontinued Operation (92,064) (178,317) (1,478,540)
NET SURPLUS 2,956,745 4,489,766 3,556,247

37
2009/10
2010/11
2011/12
2012/13
2013/14
2014/15
$62,450,802
$64,495,139
$70,267,993
$73,108,015
$78,943,196
$82,304,021
2009/10 $4,834,083
2010/11 $5,826,261
2011/12 $6,199,127
2012/13 $5,034,787
2013/14 $4,668,083
2014/15 $3,048,809
2009/10
2010/11
2011/12
2012/13
2013/14
2014/15
$13,765,538
$26,489,339
$26,404,732
$15,084,548
$19,761,374
$25,016,116
2009/10 $118,412,561
2010/11 $118,998,185
2011/12 $142,446,932
2012/13 $150,844,594
2013/14 $154,235,934
2014/15 $164,211,112
54.5% Residential
35.4% Care Packages
3.2% Community Support Services
2.1% City of Yarra
0.2% Independent Living Units
4.6% Other
76.8% Government Subsidies
20.2% Client Fees
0.8% Other Income
0.8% Interest
0.8% Accommodation Bond Interest
0.6% Capital Retentions
REVENUE FROM ORDINARY
ACTIVITIES
REVENUE BY SERVICES REVENUE BY STREAMS
CASH HOLDINGS
SURPLUS FROM ORDINARY
ACTIVITIES
TOTAL ASSETS

38
OUR
SUPPORTERS
CORPORATE PARTNERS
Thank you for your ongoing financial
contribution and provision of in-kind services.
OUR PEOPLE
Thank you to our staff and volunteers for
helping us to make a difference in the lives
of many older people.
OUR DONORS
Thank you for your generosity which has
enabled us to purchase essential equipment
and lifestyle initiatives for our clients and
residents. In particular, we would like to
acknowledge:
• Essential Fire Safety Services
• Estate Mabel Carpenter
• O’Brien’s Pharmacy
• State Trustees Limited
• The Walter and Eliza Hall Trust
• Mr and Mrs Kwan and Sian Oei
• Mr and Mrs Jim and Jeannette Kuswadi
• Mr John Black
• Ms Ann Collins
• Mrs Edna Collins
• Mr Chris Niall
• Mr Istvan Varga
• Mr Fay Woods
• Mr Robert Maybury AO
• Mrs Judy Ryan
• Mr and Mrs Peter and Elaine Twomey
FUNDRAISING SUCCESS
Money raised through our fundraising
events, donor appeals, bequests, in-
memoriam gifts and corporate donations
were used to support our six key fundraising
objectives for the year as follows:
• An extension of our tablet and keyboard
purchasing program for use in our Western
community region to build on the success
of the Eastern region project.
• Purchasing smart TVs for two of our homes,
as part of a three-year plan to ensure
residents at all our homes can access and
enjoy the benefits provided by smart TVs.
• Providing residents and clients who are
financially or socially disadvantaged with
dream experiences funded by our
Imagine Fund, to realise their lifelong
dreams, and purchasing essential
equipment to make life a little easier.
• Commencing the upgrade of Wi-Fi at all
our homes to enable residents to have
access to the internet and participate in
instructor-led virtual tours of recreational
places and experiences.
• Commencing the setup of an older
person’s specialised computer for each
of our homes.
• Commencing the process of providing
immersive virtual sensory experiences
for people who are living with dementia.
Our two annual fundraising events were a
major success again this year. In March, we
hosted the 12th Annual Southern Cross Care
(Vic)/ Aitken Partners Corporate Charity
Golf Day. Held for the third year at the
prestigious Yarra Yarra Golf Club, the Ambrose
competition drew a great contingent of
Southern Cross Care supporters and staff.
We are indebted to our corporate partners, sponsors,
staff, volunteers and donors for their generous support
of our fundraising initiatives throughout the year.

39
Our annual Mother’s Day Brunch remains
the most popular event in our Marketing
calendar. This year, the event attracted a
record 235 people comprising residents,
clients, volunteers and corporate guests.
Supported again by O’Brien’s Pharmacy as
the co-naming rights sponsor, the event was
held at the exquisite Leonda by the Yarra.
IMAGINE FUND
Our award-winning Imagine Fund was
established to provide older people who
are financially disadvantaged, with items
and experiences that they never imagined
might be possible for them. Through the
Fund, we have provided essential equipment
and dream experiences to individuals and
groups of residents who are socially or
financially disadvantaged.
Initiatives supported by Imagine Fund over
the past year have included:
• Supporting and accompanying a
Shepparton resident to Her Majesty’s
Theatre in Melbourne to see the hit
musical, Les Misérables – his first live show
in many years.
• Funding the purchase of a library of ten
electronic tablets with separate keyboards
for our Eastern region community clients
to enable them to learn to use the internet,
send emails and Skype with family members.
• Replacing the front ramp of a client’s
house, so that her son could continue to
visit her and access the house with his
wheelchair.
• Providing a personal trainer to work with
residents at our Keon Park home.
• Purchasing Christmas presents for residents
who do not have contact with family, nor
would otherwise receive a present.
partners lawyersadvisors
PREMIER
GOLD
SILVER
CORPORATE SPONSORS

40
HOW YOU
CAN HELP
We rely on the generosity of our corporate
partners and the community to help us
provide quality residential and community
aged care services to older Victorians
so they can continue to live well and as
independently as possible.
DONATE
You can donate to us either online, by phone
or by mail. By subscribing to our quarterly
Imagine newsletter, you will receive regular
updates about our current appeals. All
donations of $2 or more are tax deductible.
For more information, visit our website at
www.sccv.org.au/donate or contact the
Fundraising team on (03) 8564 1800 or
email fundraising@sccv.org.au
CORPORATE SUPPORT
We are fortunate to enjoy the support
of a number of corporate partners who
share our vision of providing older people
with opportunities to age well. For
more information about our corporate
partnerships and benefits, contact the
Fundraising team on (03) 8564 1800 or
email fundraising@sccv.org.au
LEAVE A BEQUEST
Leaving us a bequest will help us to assist
older people to live with the dignity and
respect they deserve. Money raised from
bequests is directed to capital building
or major equipment projects or Southern
Cross Care’s Imagine Fund, established
to enhance the services and support we
provide to residents and clients. To find out
more, contact the Fundraising team on (03)
8564 1800 or email fundraising@sccv.org.au
VOLUNTEER
If you are able to give of your time and
talents to support our broad range of
activities and programs for people living in
our residential homes or in their own homes,
we would like to hear from you! To find out
more about volunteering opportunities
with Southern Cross Care, contact our
Volunteering team on (03) 8564 1800 or
email volunteer@sccv.org.au
A special thank you to all our
residents, clients, their families
and carers, as well as our volunteers
and staff, for sharing their stories
and being such an important part
of our 2014/15 Year in Review.
As a not-for-profit organisation, we
do not receive any specific government
funding for redevelopments or new
developments of residential aged
care homes or for the purchase of
equipment.

41
Kevin and Bronwyn King are
regulars at Southern Cross Care
Keon Park aged care home. Every
week, they spend a few hours at
the home, with Bronwyn doing the
gardening and Kevin assisting the
residents with bowling.
For Kevin and Bronwyn, volunteering at
the home was a natural progression after
Bronwyn’s father moved to the home about
two years ago. Whenever they visited, they
would take him bowling which was one of
his favourite pastimes. They also got to know
other residents well and decided to spend
more time at the home to help the residents
with their lifestyle interests and hobbies.
Putting his past experience as a carpenter to
good use, Kevin has been assisting the male
residents with their woodwork on alternate
weeks, generously sharing his carpentry
experience and knowledge with them. Some
of their recent projects have included making
a newspaper rack and bird boxes.
Since Bronwyn’s father died, the big hearted
couple has continued to volunteer at the home
and hope to do so for as long as they can.
“We started volunteering at the
Keon Park home because Bronwyn’s
dad used to be a resident there. We
decided to continue even though he
is no longer with us.”
KEVIN AND BRONWYN KING
VOLUNTEERS, SOUTHERN CROSS CARE KEON PARK
CASE STUDY

42
SERVICE NETWORK
RESIDENTIAL SERVICES
Dandenong
82 McCrae Street, Dandenong 3175
t: (03) 9791 2777 f: (03) 9706 7452
e: dandenong@sccv.org.au
Lynbrook
500 Evans Road, Lynbrook 3975
t: (03) 8768 6100 f: (03) 8768 6190
e: lynbrook@sccv.org.au
Newport
288 Melbourne Road, Newport 3015
t: (03) 9391 6911 f: (03) 9391 8281
e: newport@sccv.org.au
Reservoir (Keon Park)
15 Tunaley Parade, Reservoir 3073
t: (03) 8414 6000 f: (03) 8414 6089
e: keonpark@sccv.org.au
Rosebud
1497 Point Nepean Road, Rosebud 3939
t: (03) 5982 9800 f: (03) 5982 2762
e: rosebud@sccv.org.au
Shepparton
25 Graham Street, Shepparton 3630
t: (03) 5831 3000 f: (03) 5831 3886
e: shepparton@sccv.org.au
Springvale
472 Springvale Road, Springvale South 3172
t: (03) 9548 4545 f: (03) 9548 4490
e: springvale@sccv.org.au
Templestowe
16 Herlihys Road, Lower Templestowe 3107
t: (03) 9850 1606 f: (03) 9850 1720
e: templestowe@sccv.org.au
RESPITE PROGRAMS
Lynbrook
t: (03) 8768 6100 f: (03) 8768 6190
e: lynbrook@sccv.org.au
Macleod Cottage Respite Service
5-7/9 Broadford Crescent, Macleod 3085
t: (03) 9432 4350 f: (03) 9432 3120
e: mcrespite@sccv.org.au
Rosewood House
1497 Point Nepean Road, Rosebud 3939
t: (03) 5982 9800 f: (03) 5982 2762
e: rosebud@sccv.org.au
Shepparton
t: (03) 5831 3000 f: (03) 5831 3886
COMMUNITY SERVICES
Barwon Region
Suite 7, 1st Floor, 267 Ryrie Street, Geelong 3220
Home Care Packages
t: (03) 5222 8777 f: (03) 5222 8989
e: hcpbarwon@sccv.org.au
Community Support Services
t: (03) 5222 8988 f: (03) 5222 8989
e: hcbarwon@sccv.org.au
Eastern Region
Suite 8, Level 1, 50 New Street, Ringwood 3134
Home Care Packages
t: (03) 9722 4600 f: (03) 9727 3679
e: hcpeast@sccv.org.au
t: (03) 9722 4650 f: (03) 9727 3679
e: hceast@sccv.org.au
Gippsland Region
241 Princes Drive, Morwell 3840
Home Care Packages
t: (03) 5133 0277 f: (03) 5133 0244
e: hcpgippsland@sccv.org.au
t: (03) 5133 0633 f: (03) 5133 0244
e: hcgippsland@sccv.org.au
Grampians Region
102 Charlesworth Street, Ballarat 3350
Home Care Packages
t: (03) 5331 4478 f: (03) 5331 7798
e: hcpgrampians@sccv.org.au
t: (03) 5331 7791 f: (03) 5331 7798
e: hcgrampians@sccv.org.au
Hume Region
Home Care Packages
t: (03) 5831 3000 f: (03) 5821 9184
e: hcphume@sccv.org.au
Loddon Mallee Region Kyabram
Home Care Packages
c/- 25 Graham Street, Shepparton 3630
t: (03) 5831 3000 f: (03) 5821 9184
e: hcphume@sccv.org.au
Northern and Western Region
Eaglemont office
2/677 The Boulevard, Eaglemont 3084
Home Care Packages
t: (03) 9244 0900 f: (03) 9244 0999
e: hcpnorth@sccv.org.au
t: (03) 9244 0900 f: (03) 9244 0999
e: hcnorth@sccv.org.au

43
LOCATIONS
Reservoir (Keon Park) office
Level 1, 15 Tunaley Parade, Reservoir 3073
Home Care Packages
t: (03) 9244 0900 f: (03) 9244 0999
e: hcpnorth@sccv.org.au
t: (03) 9244 0900 f: (03) 9244 0999
e: hcnorth@sccv.org.au
Southern Region
Lynbrook office
Home Care Packages
t: (03) 9797 3900 f: (03) 9797 3999
e: hcpsouth@sccv.org.au
t: (03) 9797 3939 f: (03) 9797 3999
e: hcsouth@sccv.org.au
Mornington office
8 Bruce Street, Mornington 3931
Home Care Packages
t: (03) 9797 3900 f: (03) 9797 3999
e: hcpsouth@sccv.org.au
t: (03) 9797 3900 f: (03) 9797 3999
e: hcsouth@sccv.org.au
Community Nursing Services
Eastern, Northern and Southern Regions
t: (03) 9722 4646 f: (03) 9727 3679
e: cns@sccv.org.au
City of Yarra HACC Services
t: (03) 9244 0900 f: (03) 9244 0999
e: yarra@sccv.org.au
Wellness Centre
t: (03) 9244 0900 f: (03) 9244 0999
e: wellnesscentre@sccv.org.au
RETIREMENT LIVING
St Margaret’s Community
Retirement Village
Bridgeton Street, Reservoir 3073
t: (03) 8414 6000 f: (03) 8414 6089
e: keonpark@sccv.org.au
Independent Living Units
Co-located with a residential
home in Shepparton
t: (03) 5831 3000 f: (03) 5831 3886
CENTRAL OFFICE
Southern Cross Care (Vic)
45-47 Warrigal Road, Hughesdale 3166
PO Box 298, Oakleigh 3166
t: (03) 8564 1800 f: (03) 8564 1880
Freecall: 1800 508 008
e: mail@sccv.org.au
www.sccv.org.au
Dandenong
Lynbrook
Mornington
Springvale
Newport
Templestowe
Hughesdale
Ringwood
Macleod
Eaglemont
Reservoir (Keon Park)
Rosebud
Residential Services
HACC Services
Retirement Living
Respite Programs
Community Services

Southern Cross Care (Vic) Central Office
ACN 004 788 612 ABN 27 004 788 612
45-47 Warrigal Road, Hughesdale, VIC 3166
PO Box 298 Oakleigh, VIC 3166
t: 03 8564 1800 f: 03 8564 1880
e: mail@sccv.org.au
www.sccv.org.au
Freecall 1800 508 008
For the latest SCCV news, like us on Facebook
www.facebook.com/SouthernCrossCareVic

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