Optimising the quality of life for people living with disability

therapy and assistive technology

home and community

training and employment

leisure and independence

Annual Report 2015www.rockybay.org.au

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Rocco’s remarkable road to recovery Following an acquired brain injury (ABI) in 2012 one of Rocco’s biggest goals was to participate again in sports activities at school. Rocco has made great progress since he commenced rehabilitation with Rocky Bay’s Therapy and Professional Services team. He recently competed in a dodge ball competition and has also been elected to the student council.

Rocco and Occupational Therapist Nicole Hein

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Annual Report 2015The community sector is experiencing a once-in-a-generation period of major reform, particularly in disability services. Whilst there is tension and uncertainty in the sector, Rocky Bay’s strategic focus on preparedness has placed us in a strong position to provide the best possible service and support to our customers – over 3,000 individuals of all ages living with disability and their families in Western Australia.

Rocky Bay has continued to thrive in this changing environment – with 15% revenue growth in this financial year – benefitting from a broad range of services and a reputation for excellence, quality and innovation. Rocky Bay has made some key strategic decisions in recent years to ensure sufficient working capital, a focus on customer service and expertise in marketing and business improvement. Thanks to Lotterywest, new systems are being implemented to improve efficiency and communication.

Likewise, with the development of new programs in the areas of rehabilitation, equipment and technology, and the expansion of existing programs such as Supported Accommodation, Leisure, Lifestyle, Learning and Employment Services, it’s a very exciting time for Rocky Bay as we work to optimise the quality of life for people living with disability.

Most pleasing of all is the feedback received in the annual customer survey, where we scored highly for customer service, staff professionalism and quality. The survey also highlighted areas for improvement such as communication and support through NDIS transition, which have become a focus for the 2015/16 business plan. Overall 92% of customers who responded said they would remain with Rocky Bay for the next five years.

Rocky Bay CEO Michael Tait, Marketing Manager Simon Page, Her Excellency the Honourable Kerry Sanderson, AO, Governor of

Western Australia, Rocky Bay Chairman Graham McHarrie and Rocky Bay resident Malcolm Burgess

Welcoming our new patron Her Excellency the Honourable Kerry Sanderson, AO, Governor of Western Australia has joined us as Patron of Rocky Bay. Her Excellency spent time in May 2015 discovering Rocky Bay.

Our purpose • Optimising the quality of life for people living with disability

• To provide a broad, innovative, quality-focused disability service that leads the industry. We will seek growth in order to ensure sustainability and be a provider of choice for all of our services

Strategic intent

• We will develop the capabilities to thrive in an expanding and competitive WA marketplace

Strategic focus

• Providing excellent customer service • Looking for better ways

• Working together • Being professional and accountableValues

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Customer service

Optimise the customer experience

• Understand our customers’ needs and develop customised services

• Deliver innovative and quality services across Western Australia

• Apply structured and documented governance and risk practices

• Develop consistent quality management information to aid good decision making

GovernanceProcesses and decisions that define actions, grant

authority and verify performance

Financial capacity

Ability to maintain operations support growth and raise

capital

• Deliver diverse services of an appropriate scale, productivity and value

• Fund new and improved facilities and services

PeopleSpirit of the organisation

• Deliver an attractive employee value proposition

• Engender passionate, effective, highly skilled staff

• Be widely recognised as a leading disability service provider across Western Australia

BrandDistinguishing ourselves

from competitors in the market

2014 to 2017 Strategic PlanOptimising the quality of life for people living with disability

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Peter Kallenberg

Susan MaleDeputy Chair

Graham McHarrieChairman

Chris Catlow

Dr Phillipa LamontResigned October 2014

Bruce McCowan

Rowan Kelly

Board Members

Patron Her Excellency the Honourable Kerry Sanderson, AO, Governor of Western Australia

Non Board Committee MembersMr Kim Hayman Finance CommitteeMs Veronica Parish Finance Committee

Auditor Dry Kirkness

Executive TeamMr Michael Tait Chief Executive OfficerMr Mervyn Williams Director FinanceMs Linda Chiu Director Clinical ServicesMs Wendy Tapper Director Human ResourcesMr Trevis Lawton Director Strategy and InfrastructureMs Jane Edmond Director Home and CommunityMs Kylie Murphy Director Leisure and Independence

Paul Klein Carolyn Hall

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2015 2014$,000 $,000

Operating Result

Operating surplus/(deficit) for the year (661) 790

One off capital grants(Includes $3,800,000 from the Housing Authority of WA to build independent living units at Mosman Park)

5,040 2,560

Total comprehensive income for the year 4,379 3,350

Working CapitalCurrent assets 16,183 13,166

Current liabilities (12,268) (11,206)

Unspent grants represented by capital work in progress 5 10

Working Capital Surplus 3,920 1,970

Significant ItemsDSC – Operating Revenue 28,368 25,103

Salaries and oncosts 25,016 20,780

Client activities, equipment and services 3,802 3,375

Depreciation 3,171 2,012

Payments for fixed assets 2,279 3,017

Financial Statements 2014 / 2015During the financial year ending 30 June 2015, revenue increased by 15% to $34,651,754. Expenditure for the same period increased by 20% to $35,312,410

g Disability Services Commission g Fees and Hire Income g Department of Social Services g Other Income g Fundraising and Donations g Other Grants

Operating Revenue by Funding Source (%)

81.9%

7.5%

6.5% 0.7%

1.6% 1.8%

g Therapy and Professional Services g Supported Accommodation g Getabout and RecConnect g Assistive Technology g Guest Houses g Community Livingg Employment Servicesg Respite

Income by Service Area (%)

20%

7%

26%

3%

14% 13%

9%

8%

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National Disability Insurance SchemeSince July 2014 the National Disability Insurance Scheme (NDIS) trial has been running in the Perth Hills along with the state based NDIS My Way in Lower South West Western Australia, two areas where Rocky Bay previously had limited coverage.

Rocky Bay is committed to providing quality customer service, which includes ensuring our programs are accessible and convenient. At the end of June, we completed the fit out of a new office in Midland, providing our full range of services to people in the region. We continue to show strong growth in the area.

“It’s brilliant. I used to travel an hour each way to Mosman Park, now it’s only 10 minutes!” –

Jason, happy customer.

Being preparedWhilst continuing delivery of service excellence to customers over the past few years, Rocky Bay has also been developing the systems, processes and support functions to ensure that we are prepared for all eventualities through the NDIS and NDIS My Way trials and the changes they may bring once fully implemented.

Such preparedness has placed Rocky Bay in a strong position to ensure customers residing in the trial regions are offered the best possible support from the planning process through to service delivery. Rocky Bay’s broad range of services provide a one-stop-shop for people of all ages and abilities, whilst the organisation’s reputation for quality and professionalism give peace of mind for new customers.

Rocky Bay also assists and supports existing customers who are currently on the journey of transition from traditional models of funding to either NDIS or NDIS My Way. We provide individualised support so that people with disability, families and/or carers understand the breadth of services currently being delivered, along with what other supports and services are available to assist them to achieve their life goals.

Customer focus makes it easierThe NDIS My Way trial expanded to include the Cockburn and Kwinana region from July 2015. Rocky Bay has a large presence in these areas, servicing over 300 customers in a wide range of services.

A customer survey earlier this year highlighted more NDIS information and support was required and expected. In response, Rocky Bay developed a Customer Engagement team to manage new enquiries and offer support to existing customers transitioning onto NDIS or NDIS My Way plans. The team, comprised of staff with over 34 years experience in the sector, provide one point of contact and act as a conduit between Rocky Bay departments and the customer. This gives customers confidence that there is no wrong door when requesting services from Rocky Bay. This collegiate focus has also resulted in departments working more closely together, standardising processes and referring internally to support customers’ desired outcomes.

Above: Catherine Evans with twin daughters Rebecca and Amy, NDIS Engagement Officer Chris Barty, Rocky Bay Customer Engagement Manager Stephanie Wee and CEO Michael Tait at Midland launch

“We found the process extremely positive with a definite focus on what Amy and Rebecca each need. With Rocky Bay’s help, we were able to confidently predict what their needs are likely to be for the next 12 months” – Catherine,

mother of twins Amy and Rebecca.

“NDIS offers new opportunities and support to achieve things that might not have been

possible under previous funding arrangements. Rocky Bay helped identify the areas of support

required and have maintained close contact to help us put the girls’ plans into action.” –

Catherine.

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Living our valuesRocky Bay values underpin organisational operations and provide a clear path of expectation for staff conduct – this has been verified through the staff survey, which highlighted 95% of all staff surveyed believe in our purpose and values. Here are some examples of achievements this year, demonstrating how Rocky Bay employees live our values through projects, activities and everyday services.

Providing Excellent Customer ServiceWe place paramount importance on customer needs in the planning and delivery of our services and communications. We aspire to being the best. We want customers to feel satisfied they are receiving

the highest quality support to meet their individual needs.

Exceeding customer expectations and providing excellent customer service is key to Rocky Bay’s success and retention of satisfied customers.

• The first annual customer survey provided great insights into what we are doing well, whilst also highlighting areas for improvement

• 83% of respondents agreed or strongly agreed we provide a high level of customer service

• 92% of respondents say they will still use our services in five years time

• We have defined customer feedback processes and channels, ensuring the organisation effectively gathers feedback from multiple touch points

• The Business Excellence Framework was completed and implemented this year ensuring quality and continuous improvement

• The Customer Engagement team was created providing a single point of contact for service enquiries, thus ensuring new and existing customers can discuss the whole range of available services, particularly important in NDIS and NDIS My Way planning

• We have expanded geographically to ensure delivery of person centred services from locations in the communities where our customers live and work including: Midland, Joondalup, Mirrabooka, Stirling, Rockingham, South Fremantle, Mandurah, Gosnells, Beeliar, Cockburn and Mosman Park

• Our Assistive Technology team spent 53 days on the road to provide support to customers in rural and remote communities. This service supports people with disability to live independently in their own homes and communities wherever they reside. The team also conducted eight clinics in Mandurah

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Top: Skills Acquisition and Rehabilitation ProgramCentre: 2015 Employment Services, Breakfast of Champions

Bottom: Walk With Me 2014

Looking for Better WaysWe are not content with the status quo. We review our

performance and look for ways to improve. We keep informed on advances in practices and policies and seek to

implement new ways of delivering solutions to the challenges of our organisation.

Innovation is embedded in our practices across all program areas – finding the right solutions to meet our clients’ needs. These include:

• Therapy and Assistive Technology programs employ and develop the latest proven technology to support independent living, improved mobility and communication

• The Skills Acquisition and Rehabilitation Program is using ground breaking techniques to achieve amazing results – 21 people went through the program this year

• Tech for Tykes used assistive technology to support school readiness for nine participants. The outstanding learnings from this project have been embedded into general practice

• Employability Matchmaking used video profiles to match jobseekers with employers at our Breakfast of Champions, receiving 108 expressions of interest in employing 17 featured jobseekers

• Walk With Me Perth has involved the business community with Ambassadors living with disability, raising awareness of their everyday challenges and in the process getting some of Perth’s leading business people involved in a Segway challenge to raise over $80,000

• 80% of staff surveyed believe Rocky Bay is innovative. 16% higher than other disability service organisations and 23% higher than the national average (2,700 companies. Source: Voice 2014)

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Top: School holiday programs in the guest housesCentre: 2015 Employment Services, Breakfast of Champions

Bottom: Mini Master Chef participantAbove:

Working TogetherWe understand that our success is underpinned by our

ability and willingness to work together - with our clients, our stakeholders, within our own teams and also across the teams

of Rocky Bay.

Collaboration between teams, with customers, families and other organisations is crucial to providing the best outcomes for our customers:

• The Home and Community team have successfully taken on three new shared living arrangements through DSC outsourcing. The success can be attributed in part by involving families in the recruitment process for support staff and making the transition smooth and stress free. We have since been notified of three more

• Home and Community worked with Therapy and Professional Services to deliver school holiday programs in guest houses. This provided families with a break from their caring role, whilst delivering much needed therapy to children with disability

• 45 individuals accessed the Technology for Living program – a two year project run in partnership with Ability Centre. The program offers people with disability access to emerging technology solutions, resulting in increased independence and community participation

• Rocky Bay partnered with Deloitte to run a very successful employer breakfast with over 100 attendees

• As a member of Ability First Australia, Rocky Bay has been involved in early childhood intervention research and therapy services benchmarking. The organisation is also starting to examine billing standards and outcome measures across Australia

• We are involved in a project with National Disability Services to develop taxi driver training for Swan Taxis in the safe transportation of people with disability using London black cabs

• Rocky Bay continues to host and support the Senior Citizen Exercise Group, providing valuable fitness and social opportunities to the local Mosman Park community

• Mini Master Chef saw 15 children and their families involved in cooking workshops, who provided excellent feedback

• Employee rostering for all departments moved to human resources providing a holistic view and ensuring improved continuity of service to customers and their families

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Above: Diploma of Management Graduation 2014

Being Professional and AccountableWe model the professional standards appropriate to our role while demonstrating respect and courtesy in

our treatment of others. We take responsibility for the things we are accountable for. We take the lead in finding solutions, not focusing only on the problems. We do not say ‘that’s not my job’. We look for

opportunities to get things done.

As demanded by customers, the market and the changing environment, Rocky Bay has built on its reputation for excellence employing professional people, skills and processes:

• Leadership and management workshops have been utilised to assign responsibility for areas for improvement and actions arising from customer survey feedback

• The Business Improvement team expanded to include a Business Assurance Manager to develop professional practices in audit, compliance, risk management and overall business excellence

• A Board Risk Committee was established

• Rocky Bay implemented a safeguarding policy, with training planned for all staff

• Community Refurbished Equipment and Getabout teams have been restructured to ensure continuity of service excellence through a period of growth and change

• Marketing, business improvement, corporate technology, finance, HR and training perform a professional consultancy support function to operational teams

• Our revenue growth has enabled us to invest in these professional support functions, whilst reducing the overall percentage of costs spent on administration

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Strategic Goals - Customer ServiceOptimise the customer experience • Understand our customers’ needs and develop customised services • Deliver innovative and quality services across Western Australia

Looking for and finding better waysFollowing our inaugural customer survey in January, Rocky Bay managers held workshops to analyse results, gather learnings and identify actions and improvements. Customers were sent details of Rocky Bay’s intended actions.

Whilst response numbers were low, results were very positive and encouraging. 83% of respondents were satisfied or very satisfied with our customer service, 88% very happy with our staff, 94% likely to stay with Rocky Bay for at least a year and 92% for five years. 83% of respondents would recommend Rocky Bay to others.

Customers also provided feedback on areas for improvement. Below are the five major areas identified, with Rocky Bay’s planned response.

Feedback Actioned PlannedCommunication

• Communication should be timely and relevant

• Feedback should be easy to give and always acted upon

• Key contact for each customer, responsible for providing relevant timely information and dealing with day to day enquiries

• e-Newsletter sent out quarterly • Customer feedback process in place • Feedback submitted online at any time • Customer feedback addressed across organisation

• Online customer portal for access to information when it is needed

• Email address collection to enable timely relevant communications

Customer Service

• Planning and delivery must be responsive to customer needs

• Clear, comprehensive documentation is essential

• Providing excellent customer service embedded across Rocky Bay

• Customer service committee established • New facilities in Midland and other locations to provide

local access to our services • Individual service agreements for all • Customer service training given to all staff • Quality framework with audits

• Major upgrade of client management system

• Cohesive workflows, and increased collaboration across all of Rocky Bay

• Online customer portal for appointments, services and information management

Staff

• Continuity of staff required

• New staff must be fully informed

• We must provide a safe supportive environment

• Key contact established for each customer • Some teams restructured to ensure adequate support • Centralised rostering to improve coordination of staff

across the organisation • Full support skills training provided to all new support staff • Support worker buddies and floating staff to cover sickness • Improved staff retention rates • Safeguarding policy and training in place for all staff

• Ongoing safeguarding training and refreshers across entire organisation

Range of services

• Customers don’t know the full range of services available

• Centralised Customer Engagement team with knowledge of all areas

• Staff knowledge improved through training and cross functional workshops

• Service finder on website, ordered by common life transition stages

• Ongoing promotion of services via web and e-news

• Welcome packs detailing our full complement of services

NDIS / NDIS My Way

• More information and guidance required

• NDIS / NDIS My Way information on our website • Centralised Customer Engagement team to support

through planning process • Free workshops in Midland from July

• Proactive contact of customers in NDIS / NDIS My Way areas to support them through the process

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Personal Stories

Guest House George’s birthday surpriseIn August 2014, George arrived at one of Rocky Bay’s Beeliar Guest Houses for emergency respite. He was withdrawn, displaying minimal social interaction. After several months following a program of independent living activities, George’s general confidence has grown enormously.

George has now moved into Rocky Bay supported accommodation and regales staff, friends and family with stories of his adventures. He recently enjoyed a surprise birthday party where he was presented with a beautiful album of memories from his time in Beeliar, made by one of the staff.

“He was absolutely thrilled by his surprise birthday party, balloons, rainbow cake, the delightful scrapbook and everything! George is very happy there

and it’s entirely down to your wonderful staff.” – George’s family said.

“Please pass on our deepest gratitude for the way in which your staff are taking care of George. He “loves it” there. Indeed his verbal skills and

general happiness have increased even from the time he was at Beeliar”.

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Rocky Bay Supported Accommodation successAs well as running four Guest Houses for short term accommodation, Rocky Bay’s Home and Community team offer 24/7 care for 24 individuals with high support needs in our residence, and support 32 people to live independently in the community and our recently built independent living units in Mosman Park.

We have also been successful taking on three new shared homes which were previously supported by the Disability Services Commission, supporting another 22 people, with three more houses to transition later this year.

George, guests and Rocky Bay staff celebrated with birthday cake

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Strategic Goals - GovernanceProcesses & decisions that define actions, grant authority & verify performance • Apply structured and documented governance and risk practices • Develop consistent, quality management information to aid good decision-making

Preparedness and ProfessionalismOver the past year Rocky Bay has formalised good governance utilising frameworks, policies and procedures to measure outcomes and define best practice service delivery.

The organisation has taken an holistic approach in process development ensuring feedback was sought from both staff and customers to guarantee development met expectations.

To further underpin the new frameworks, Rocky Bay formed a Board Risk Management Committee and established a Business Assurance function to measure quality and ensure good practices are maintained. A Customer Service Committee also works across departments to provide shared learning and continuous improvement.

The formalisation of all these areas provides clarity to staff, accountability to customers and increases our overall efficiency and collaboration.

Specific projects implemented over the past year include:

• Health Governance Framework System by which we ensure quality of care, continuous improvement, minimisation of risk and an environment of excellence in working with people with disability. Customers are central to identifying safety and quality issues and the solutions that must be implemented. In service provision, Rocky Bay employs health management strategies which are regularly reviewed and refined for effectiveness.

• Shared Management FrameworkFormal definition and documentation of services relating to Rocky Bay’s Shared Management offering, providing options for customers to manage their own supports whilst reducing the burden of administration and compliance.

• Safeguarding Rocky Bay is committed to ensuring safe services for people living with disability. We have a culture of ‘Zero Tolerance’ for abuse and neglect. Policies and procedures have been redefined and specific ongoing training for all staff and volunteers has been implemented. This provides clarity on what constitutes abuse or neglect and guidelines for supporting customers if they suspect or know that it is occurring.

• Risk Management Framework A formal process of identifying risks, qualifying likelihood of occurrence and subsequent impact, assessing options, defining risk mitigation strategies and making appropriate decisions to minimise or eliminate risk.

• Health and Safety Management SystemRocky Bay strengthened and improved the process by which staff identify, assess, record and take action to avoid or address health and safety hazards or incidents, with the overall outcome being to improve safety for staff, customers and the general public.

• Human Resources Information System (HRIS)Implementation of a new HRIS and rostering system for staff management will result in greater efficiencies and better coordination of our growing workforce.

• Client Management SystemA new client management system has been selected which will become a core system for Rocky Bay during 2015-16, delivering significant productivity and effectiveness benefits as well as improved communication and customer service.

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Personal Stories

The future is bright for TerriWhen 52 year old Terri was found unconscious by her family, emergency services found it difficult to lift her. After 10 days in hospital recovering from a lung infection she came to stay at The Beach House – Rocky Bay’s guest house in Rockingham.

Terri’s support worker, Lisa, made her welcome and introduced her to other guests. Rocky Bay’s Health and Wellness Officer, Kris, set up an exercise program. Through regular swimming, exercise and a healthy eating plan devised by Lisa, Terri has now lost 46kg! She is more mobile and has a vastly improved blood sugar level, which is crucial as she lives with diabetes.

Terri’s self esteem has also improved. She is less lonely and has taken an interest in fashion. The Beach House resident hairdresser Shelby has given her a nice haircut too!

Terri has recently been successful in applying for CAP funding for daily living

activities. Rocky Bay staff are really positive about her future. Terri can build on the support she received, continuing with her healthy lifestyle and moving into shared accommodation in the independent living units.

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Guest House success

15

Another welcome guest at the Gosnells Guest House

Terri is looking forward to moving into her new home

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Strategic Goals – Financial CapacityAbility to maintain operations, support growth and raise capital • Deliver diverse services of an appropriate scale, productivity and value • Fund new and improved facilities and services

Supporting more people, in more ways Growth is one of Rocky Bay’s measures of success. Rocky Bay has experienced considerable expansion over the past financial year. There are now over 500 staff, providing services to more than 3,000 people of all ages living with varying disabilities across Western Australia.

Revenue has increased by 15% this financial year and the organisation expects a further increase of at least 30% in 2015/16 as our Supported Accommodation, Therapy, Rehabilitation, Lifestyle, Leisure, Learning, Employment, Equipment and Technology programs continue to grow, providing improved services to more people living with disability.

In human services, the quality of individual service is a key driver and ensures Rocky Bay takes a measured response to growth. The economies of scale that come with growth mean Rocky Bay is able to invest in systems, processes and people to improve service quality. At the same time, the growth in business reduces the overheads ratio, making us more efficient.

The move from current State funding, paid in advance, to a National model being paid in arrears, requires Rocky Bay to have solid working capital going forward. Over the past year, Rocky Bay’s working capital has increased from $1,970,000 to $3,920,000 which is in excess of the target established in the 2014/15 planning process.

Funding new programmes and facilitiesIn achieving our purpose of optimising the quality of life for people living with disability, Rocky Bay has a philosophy that we will do everything we can to provide the best possible support. If there is an unmet need that no other organisation is effectively addressing, we will endeavour to do so.

That ethos has led to the development of new programs such as the Skills Acquisition Rehabilitation Program and Advanced Technology Solutions, sitting alongside established programs such as the Wishing Tree and Family Support, using innovative means to achieve excellent outcomes for our customers. Rocky Bay’s community fundraising program ensures much needed funds go directly to projects for people with disability.

Rapid growth has also meant that Rocky Bay has outgrown many of the current facilities. The organisation has invested time over the past year to work through feasibility studies for redevelopment of the Mosman Park premises and expansion of the Cockburn facilities. To make these a reality, Rocky Bay is now in the process of community consultation and developing a capital fundraising plan.

The AHG Golf Day and Royal Fremantle Golf Day were a huge success again this year, raising over $188,000, while our inaugural Walk With Me Perth event raised over $80,000 towards the Assistive Technology program.

With the support of the Western Australian community, individual customers and funding bodies Rocky Bay will continue to expand the broad range of innovative, quality-focused, individualised services, supporting more people to live a better quality of life.

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Personal Stories

Ambassadors open doors to the Perth business community

When Rocky Bay put the call out for ambassadors for the inaugural Walk With Me Perth CEO Challenge, we didn’t realise quite what an impact it would have – raising awareness of disability and opening doors for the ambassadors themselves.

Ambassadors were teamed up with CEOs of some of Perth’s leading businesses, visiting their offices to engage their workforce and raise awareness of the challenges of every day faced by people living with disability.

After raising money in their ambassador’s name for Rocky Bay and walking alongside them for Walk With Me Perth, the CEOs battled it out in a Segway race at Government House Gardens on the International Day of People with Disability.

We received fantastic feedback from all participants about their ambassadors. Thanks to ambassadors Michael, Ben, Peter, Rhonda, Jakob, Adam, Caitlyn, Renae, Ryen, Amy, Craig and Stephen for making it such a success.

Rocky Bay was careful to match each ambassador with an organisation or CEO with similar interests, with the hope that they might be given the opportunity for extended support or employment in the future.

Jakob, who was studying a Media and Communications degree, was paired with Channel 9 and got to make a promotional video with the Managing Director David Mott. They also invited him to the studios, where he read the news to camera.

“It was a great opportunity” said Jakob,

“It has given me an insight into how TV stations operate”.

Ryen was paired with Vanquip Mobilities and CEO Tom Dartnall.

“I enjoyed visiting Vanquip Mobilities as I am interested in the wheelchair modifications they specialise in and have even made some similar ones to my own wheelchair.”

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Sensory delightThanks to a generous donation from Mrs Shirley Richards, Rocky Bay was able to refurbish our sensory room at Mosman Park this year. Older equipment was repaired or replaced with new contemporary equipment. Demand for the room has significantly increased, with more people using the facilities. People with very limited mobility or cognitive abilities have enjoyed being able to control their environment, something they are not often able to do.

Ambassador Jakob

Ambassador Ryen

Steven enjoying the sensory room

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Strategic Goals – PeopleSpirit of the organisation

• Deliver an attractive employee value proposition • Engender passionate, effective, highly skilled staff

Culture is key Employees are fundamental to the achievement of Rocky Bay’s strategic goals and the delivery of service excellence to our customers. Rocky Bay’s purpose and values drive customer focused, innovative and professional practices to achieve a common goal – optimising the quality of life for people living with disability.

Most organisations would envy Rocky Bay’s levels of staff engagement, commitment and passion for their work – 95% of staff surveyed recently understand the purpose and strategic goals, with an even higher 98% recognising how their job contributes to the overall success of the organisation.

Staff recognition is important to perpetuate positive behaviours and culture. Staff forums were used throughout the year to workshop organisation-wide initiatives, including development of a staff recognition and reward program based around Rocky Bay values launching later this year.

The skills to succeedAs well as providing the cultural environment and structure to succeed, Rocky Bay is committed to staff training, ensuring staff have the skills and ability to excel in their roles. Courses have included Certificate III Disability, First Aid, Diploma of Management, Leadership, Support Skills, Safe Guarding, Customer Service, Assertiveness, Manual Handling & Hoist Use, Medication and Mental Health First Aid.

Several staff were awarded scholarships to further their knowledge and professional capabilities. Four were given the opportunity to visit affiliated Easter Seals and other organisations in the US and Canada to learn and share global best practice in a variety of fields including autism, training, technology and rehabilitation.

There was also a focus on health and safety training and awareness for staff, resulting in a continual fall in the number of hours lost due to injury and the cost of compensation claims.

Flexible and efficient workforceRocky Bay maintains a skilled and flexible workforce to meet current service requirements and adapt to future demands. A workforce planning process is underway to create a plan that maximises efficiency whilst maintaining service quality and collaboration.

Rocky Bay’s recruitment process complies with equal opportunities legislation. An online system has streamlined and accelerated the recruitment process. Work continues to reduce the use of agency staff with Rocky Bay’s casual staff and flexible employment options providing contingency staffing as required.

Proud to be a healthy workplaceRocky Bay supports employees to live healthy lives by providing access to a range of health and wellness initiatives including healthy heart checks, skin checks, shoulder and neck massage, a healthy eating and weight loss challenge, classes in Yoga and Pilates, along with personal training and fitness opportunities for staff.

Rocky Bay was awarded a silver medal for a Healthier Workplace by The Heart Foundation this year, recognising the promotion of healthy lifestyle choices.

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Personal Stories

In safe hands with Rocky BayFamilies and individuals in supported shared living in Dianella were ‘blown away’ with the service, professionalism and staff as they transitioned from Disability Services Commission (DSC) support. Their message to others – “don’t worry, you’ll be in safe hands with Rocky Bay!”

The news that their home would be affected by the DSC project to outsource shared living support was initially met with uncertainty and some concern. These concerns were quickly alleviated when families and staff began noticing positive changes in the residents.

Long term resident Nicholas’s mother Kayleen says that one of the major concerns was the replacement of DSC staff with a new team from Rocky Bay. To give families reassurance and comfort, Rocky Bay invited them to be an integral part of the recruitment process.

Kayleen took part in interviews and contributed to recruitment decisions. “I was blown away by the people applying for the job”, she said.

The new team were given comprehensive training and full introductions to residents, enabling personalised support based on individual needs. “After the staff had been chosen, one of the residents, Graham, gave me a big hug as if to say thank you.” added Kayleen. “That’s how I knew he was very pleased with the new staff.”

In the first 6 months Rocky Bay has made improvements to the living environment and worked with families and people sharing the home to develop tailored support plans for each individual, resulting in real progress being made by some people, particularly in the areas of community access and inclusion.

“For years, Graham could be driven around but would never leave the comforts of the van. He now loves to get out and enjoys quiet picnics with staff” said Team Leader, Helen.

Rocky Bay was chosen as the preferred service provider for this Dianella home based on our history and reputation, the wide range of additional services offered and our professional, innovative and collaborative approach.

To other families affected by DSC changes in accommodation support, Kayleen says, “Be involved. Go to Rocky Bay and see how they interact with their clients. I am convinced it is of the highest calibre and I have no hesitation recommending Rocky Bay.”

Group home successThe Dianella group home is one of three we have been chosen to support, with two more transitioning to Rocky Bay in October 2015. We have been invited to meet with a number of other families as an alternative option to their current DSC provided support in a group home setting. We look forward to further success throughout the coming year.

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Strategic Goals - BrandDistinguishing ourselves from competitors in the market • Be widely recognised as a leading disability service provider across Western Australia

A broad, innovative, quality-focused service providerThe organisation’s strategic intent also determines the positioning of the Rocky Bay brand in the WA disability sector. Rocky Bay’s points of difference are our breadth of services, innovative approach, focus on quality and a determination to lead as one of the state’s most trusted providers.

One of the most crucial points of difference is how services are delivered, which is primarily related to the quality and expertise of our people – every one of whom is marketing Rocky Bay’s brand each day with their professionalism and dedication to organisation values and customers.

As the National Disability Insurance Scheme rolls out over the coming years, the strength of the Rocky Bay brand and service marketing become more and more important. The aim is to be in the top three organisations considered by potential customers.

Rocky Bay’s brand, marketing and fundraising strategy is now complete and the many achievements this year include:

• Home and CommunitySuccessful promotion of supported accommodation services, along with exceptional face to face liaison, has helped to secure three new shared living arrangements, with others confirmed for later in the year. Acton Real Estate supported Rocky Bay to create professional videos of the independent living units and guest houses, highlighting their quality and the positive benefits independent living can provide to people with disability.

• NDIS / My WayPress coverage and a presence at numerous expos raised Rocky Bay’s profile in Midland and the Perth Hills, prior to the opening of the Midland office. A literature suite was completed and customer enquiry and welcome packs showcase the wide range of services on offer.

• Corporate EngagementRocky Bay has had great success developing ongoing relationships with corporate organisations through two Golf Days and Walk With Me Perth. Ambassadors have helped Rocky Bay to raise awareness, along with over $285,000 in funding. Many organisations have subsequently worked with Employment Services to find jobs for people with disability. Deloitte have provided pro bono support with communications and business development strategy, while also partnering with us to champion the employment of people with disability through a corporate breakfast that attracted over 100 guests.

• Digital MarketingElectronic communications continue to go from strength to strength. www.rockybay.org.au contains 134 news stories, 69 personal stories and there are 45 Rocky Bay videos on Youtube, all of which promote the organisation’s services by demonstrating the difference we make to individual lives. Facebook ‘likes’ increased by 19% and there are regular e-news bulletins linked to the stories on our website.

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Personal Stories

Rehabilitation beyond beliefIn 2014 Cecilia had a stroke resulting in the loss of voluntary movement of her limbs as well as the ability to speak, make eye contact or track effectively. Cecilia required full physical assistance to complete the simple task of sitting on the edge of the bed.

Cecilia and her husband Carlos met with Rocky Bay therapists to discuss rehabilitation through “brain training” exercises developed specifically for Cecilia, utilising the neuro-plasticity of her brain.

The team, including Cecilia and her husband Carlos, worked through a structured therapy program, linked to three key measurable outcomes that Cecilia wanted to achieve: to wipe her own face, brush her own hair and eat independently.

Over a few months Cecilia learnt to communicate verbally and has improved voluntary functional movement, particularly on her right side; she can brush her own hair, eat a modified diet independently and is able to kick objects off the bed with her right leg.

The enormous strides she has made are no doubt thanks to the way both Cecilia and Carlos have embraced “brain training” and applied themselves with dogged determination and a cheeky sense of humour.

As a result of this amazing progress with Rocky Bay, Cecilia was re-admitted to hospital for daily and intensive rehabilitation that hadn’t been offered previously.

The team at Rocky Bay feel privileged to have been a part of Cecilia’s rehabilitation journey, wishing her and Carlos well as they continue with the intensive rehabilitation program.

Skills Acquisition and Rehabilitation Program successCecilia is one of 21 people discovering abilities and achieving goals they never dreamed possible this year thanks to Rocky Bay’s Skills Acquisition and Rehabilitation Program, run by an inter-disciplinary team of professionals, including physiotherapists, occupational therapists, speech therapists and fitness trainers.

By effectively training the brain and body together, Rocky Bay therapists have been able to give people hope and a chance of long-term independence that their families had assumed would not be possible.

Through the hard work and determination of individuals, clinical support and motivational encouragement from Rocky Bay, it is achieving outstanding results. We plan to extend the program to more individuals and locations through next year.

Cecilia supported by Rocky Bay physiotherapist Isabela Galafassi and senior physiotherapist Zhao Lin Teoh

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Major ProjectsThis year has seen the successful culmination of some major projects and the preparations for more as we expand our range of services and develop premises to deliver the best possible outcomes for our customers.

Mosman Park Independent Living Units5th March 2015 saw the official opening of these units by Disability Services Minister, Hon Helen Morton MLC, bringing to a close a four year project. 15 people now live independently there whilst benefitting from 24/7 support on site when required. Many received life skills training and support during their move from the nursing home and are now enjoying their new-found independence, doing things for themselves.

Café and Child Assessment SpaceBeing relatively removed from accessible retail business, Rocky Bay’s new café provides a hub for customers, families, staff and the local community to purchase quality meals and beverages. Usage has exceeded expectations, resulting in an increase of staff. The adjacent child assessment space is well utilised with children and families benefitting from a child friendly environment and unique equipment such as the Magic Carpet physiotherapy and sensory tool and Tap-It communication device.

Geographic expansionRocky Bay’s new premises in Midland is now complete, providing a more convenient service for people in the LGA of Swan and the Perth Hills. Rocky Bay has also opened satellite offices in Joondalup, Mirrabooka, Fremantle and Rockingham to add to the facilities in Mandurah, Stirling, Cockburn and Mosman Park, ensuring service accessibility for customers.

Extension of our Cockburn facilitiesDevelopment of a new Advanced Technology Solutions program, expansion of the existing Assistive Technology and Employment Services teams and a future relocation of the refurbished equipment centre have meant that the organisation has outgrown the Patricia Kailis Centre. We are currently seeking funding to develop new premises next door and expect to begin building in 2016.

Redevelopment at Mosman ParkFeasibility studies are underway into a potential redevelopment of our Mosman Park administration buildings into a Centre of Excellence and Inclusive Community Hub, providing a state of the art location for rehabilitation, early childhood development support, community facilities and a training centre. Rocky Bay has recently begun community consultations and we are putting together plans for a capital fundraising campaign.

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The year in numbers

962 children receiving therapy services

250 people enjoyed guest house stays

15% revenue growth

– employ 460 staff

$658,600 community and corporate donations or bequests

42% of our staff have been at Rocky Bay for

3 years or more

92% of customers will stay with Rocky Bay for 5 years or more

of staff believe in the purpose and values of Rocky Bay 83% think our customer

service is good or excellent

Yes

Yes

g Autism Spectrum g Intellectual disability g Neurological g Muscular Dystrophy (all types) g Cerebral Palsy g Other

Employment Services clients by diagnosis (635 individuals)

g Mental health g Neuromuscular g Intellectual disabilityg Autism spectrum disorder g Sensory g Other

41%

30%

16%

3% 2%

8%

28%

6%

23%

12%

23%

21%

days of rural / remote support3,000+ people supported

635 people supported by Employment Services

(+67%)

204 Getabout members (+35%) received >72,000 service hrs

(>26,000 in RecConnect)

Therapy and Professional Services clients by diagnosis (1,585 individuals)

95%

Joondalup

Midland Stirling

Mosman Park

Dianella

Cockburn

Gosnells

Mandurah

Rockingham

Beeliar

Hamilton Hill

Como

Fremantle

g Service Area g Guest House g Supported Accommodation

Mirrabooka

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Rocky Bay Ambassadors We would like to acknowledge the support of our Ambassadors. Their passion and dedication to Rocky Bay’s awareness and fundraising events has been outstanding. In total these events have raised more than $285,000. All funds raised will continue to improve the quality of life for people living with disability through Rocky Bay’s Wishing Tree and Assistive Technology programs.

(a) Adam with the Gerard Daniels team (b) Peter and Rhonda partnered with Deloitte (c) Rachael spoke at the Golf Days (d) Steven enjoyed Walk With Me (e) Ben and Michael with Programmed (f) Jakob and David Mott, Channel 9 (g) Thumbs up from Craig and Santa Fe (h) Rocky Bay CEO Michael Tait, Brent and AHG Chief Operating Officer WA, Tony Salerno (i) Renae brought her family (j) Lucy and her parents on the walk (k) Anthony and his family (l) Ryen partnered Vanquip Mobilities (m) Rocky Bay CEO Michael Tait and Amy with Her Excellency the Honourable

Kerry Sanderson, AO, Governor of Western Australia and Patron of Rocky Bay and Ian Clarke (n) Caitlyn partnered with Acton Real Estate

a. b. c.

d. e. f.

g. h.

i. j.

k.

l. m. n.

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AcknowledgementsThe Board and Executive of Rocky Bay sincerely thank all of our funders, supporters, volunteers and staff for their continued and passionate support of people living with disability.

The West Australian State Government, through the Disability Services Commission (DSC), has continued to provide Rocky Bay with both recurrent and one-off grants amounting to over $28 million. We thank Chairman, Mr Bruce Langoulant and Director-General, Dr Ron Chalmers for their ongoing support.

The Commonwealth Government, through the Department of Social Services has provided Rocky Bay with funding to assist hundreds of clients to prepare for, find and maintain open employment in the community.

Thank you also to the Housing Authority of WA who built seven independent living units onsite at Mosman Park at a cost of approximately $4 million.

Rocky Bay continues to implement new systems purchased thanks to the generosity of Lotterywest, who also provide life changing opportunities to many of our clients. We thank both the Chairman Mr John Atkins, former CEO Mrs Jan Stewart and new CEO Mr Paul Andrew for their continued support.

Once again, Rocky Bay has been a beneficiary of Channel 9’s Appealathon generosity and free airtime to support a number of fundraising projects. Grants from Variety WA went towards the new child assessment area.

Particular gratitude goes to the Automotive Holdings Group (AHG), Bronte Howson and Tony Salerno who support us through a golf day and provide favourable vehicle fleet pricing. The twelfth AHG Golf Day in March raised $163,628. We extend appreciation to the many sponsors, participants and auction item donors who contributed to that huge total, including regular sponsors Jardine Lloyd Thomson.

The 33rd annual Royal Fremantle Charity Golf Day was also one of the best experienced and raised $25,000. Appreciation again to the Royal Fremantle Golf Club.

Deloitte and Deloitte Access Economics have provided pro bono and skilled volunteering

support throughout the year and also partnered Rocky Bay for the Breakfast of Champions, championing the employment of people with disability. Thank you for your ongoing support.

Rocky Bay is 2015 Charity of the Year for Santa Fe Wridgways, who have employed Rocky Bay clients for over twelve years and took part in Walk With Me Perth on the International Day of People with Disability, 3rd December, alongside Gerard Daniels, Programmed, Acton Real Estate, Channel 9, Vanquip Mobilities and Deloitte. Thanks to everyone who rode Segways and took part in the CEO Challenge at this inaugural event that raised over $80,000.

Walk With Me Rocky Bay also raised over $26,000 – made possible by sponsors Acton, HospEquip, Mosman Park Pharmacy, Domain and the Town of Mosman Park, who also held their annual photo competition at Rocky Bay in June with part proceeds to Rocky Bay.

Rocky Bay is fortunate to have a large number of volunteers who play an essential part in our success, through individual client support, group activities or the more formal committee representation. Thank you all. Members of the Board volunteer many hours of their time to support Rocky Bay. Their blend of experience and expertise provides us with expert advice and guidance towards our ongoing success.

The organisation would also like to thank the Rocky Bay Foundation which continues to provide much needed financial support for major projects – Mr Graham Reynolds (resigned November 2014), Mr Paul Sullivan (Chairman), Mr Rob Gray, Mr Paul Klein, Mr Graham McHarrie, Mr Ray Porter and Mr Frank Nathan.

Last but not least, thanks to all the dedicated and professional staff committed to improving service provision within the organisation – your hard work and positivity results in our success.

Thank you for your continued support,

Graham McHarrie Chairman

Michael Tait Chief Executive Officer

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AcknowledgementsRocky Bay could not continue to provide services and support to people living with disability without support from so many Australian organisations and individuals. Our sincere appreciation to the many families, supporters, volunteers, donors and sponsors who generously provided assistance throughout 2014 / 2015.

A Adami Charitable Trust

Acton Real Estate

AIM WA

Automotive Holdings Group (AHG)

Appealathon

Beaurepairs

Carlton United Breweries

Carsguide.com.au

Carsales.com.au

The Civic Lodge of Service No. 135

Civil Lodge of Service

Claremont-Nedlands Lions Club

Mrs R Clark

Mr J Coleman

Mrs Collins

Covs

Deloitte

Deloitte Foundation

Deloitte Access Economics

Design Co

Dick Smith Electronics

Domian.com.au

Dr L EE

Gerard Daniels

Ms E Grant

Hardie Foundation

HospEquip

Mr B Howson

JLT Australia

Josh Catalano

Kevrek

KTM

E & C Knowles & T Fricker

Mr C Krishnan

Lawsons Commercial Flooring

Leeuwin Estate Wine

Lions Club of North Beach

Linneys

Fraser’s Kings Park

FJ Longhurst

Gumtree

Margaret Harper Trust

Mr P McBain

Melville Mitsubishi

Merlino Furniture

Mr P Meurs

Mosman Park Pharmacy

Mosman Park IGA

Ms H Mussared

Nine Network Perth

Mr & Mrs W & M Packer

Potshot Hotel Resort

Programmed Maintenance Services

Prime Construction

Dr H Raith

RC Bodycoat

Mrs S Richards

Royal Fremantle Golf Club

Ms P Roe

Santa Fe Relocation Services (Wridgways)

Segway Tours WA

Southside Mitsubishi

Spinifex Trust

Stan Perron Charitable Trust

Town of Mosman Park

EM Treloar

Vanquip Mobilities

Variety WA

Volunteering WA

L & N Wilkinson Trust

The West Australian

Wangara Subaru

WA Hino

Wesco

Western Australian Football Commission

Woodside

Mr C Zelestis

Zurich Insurance

92.9

96fm

We would also like to collectively thank each and every employer of a Rocky Bay client.

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Employability Matchmaking Jemma was referred to Employment Services because she had a mental health illness which significantly affected her moods, energy levels and ability to focus and resulted in her becoming socially withdrawn.With support and encouragement from Employment Services Jemma was able to secure meaningful employment in the hospitality industry. She very quickly gained a reputation as a reliable, hardworking team member, and has befriended many of her coworkers.

Jemma loves her job and her confidence and social network has grown

RB-AR 10/15

60 McCabe Street, Mosman Park WA 6012 T: (08) 9383 5111 F: (08) 9383 1230 W: www.rockybay.org.au

therapy and assistive technology

home and community

training and employment

leisure and independence