ANNUAL REPORT 2024 | 2025
ACKNOWLEDGEMENT OF COUNTRY West Coast Homecare would like to acknowledge the Barngarla people, the traditional owners of the land on which we meet today and pay my respects to their Elders past and present and extend that respect to other Aboriginal and Torres Strait Islander people who are present today. 2
The Annual Report aims to provide you with information about the activities and audited Annual Financial Statement of West Coast Homecare for the year 20242025. These can be viewed and downloaded from West Coast Homecare’s website at : www.westcoasthomecare.com/reports CONTENTS OurObjectives.......................................................... 4 OurPurpose............................................................ 5 OurLocal.............................................................. 5 OurMission,VisionandValues............................................. 6 OurBoardOfManagement................................................ 7 StrategicplanSnapshot2025-27........................................... 12 FromtheCEO........................................................... 13 From the Executive Manager Clinical Care and Services . . . . . . . . . . . . . . . . . . . . . . . . 15 FromtheExecutiveManagerWorkforce..................................... 16 ‘Conversations’ConsumerEngagement...................................... 17 SectorSupport&Development(SSD)....................................... 18 OurCustomerServiceCharter............................................. 19 OurPrograms........................................................... 20 OurClients............................................................. 23 CommentsfromClients................................................... 24 OurWorkforce.......................................................... 26 From the Executive Manager Finance & Corporate Services . . . . . . . . . . . . . . . . . . . . . 28 FinanceReport.......................................................... 29 3
West Coast Community Services Incorporated is a not-for-profit organisation established to service the objectives of the association. The name of our association is West Coast Community Services Incorporated trading as West Coast Homecare. The Association was established as Lower Eyre Peninsula Accommodation for Disabled Incorporated on the 8 May 1987. The association changed its name to West Coast Community Services Incorporated on the 28 May 2003. The association was registered as a charity with the Australian Charities and Not-for-profit Commission on the 3 December 2012 and holds the entity subtypes of “Advancing social or public welfare”, “Public Benevolent Institution” and “another purpose beneficial to the community”. West Coast Community Services Incorporated objectives are: ▶ As a primary objective, to develop and provide home and or community-based services for older people and people with a disability and their carers to provide relief of benevolence needs. ▶ As secondary objectives, to: 1. Support people to make informed choices for their care and services to live the life they choose. 2. Promote a culture of safe, inclusive quality care and services. 3. Grow local workforce solutions to deliver quality and safe services. 4. Invest in innovative approaches for sustainable home care services. 5. Support the development and expansion of home and/or community-based support services and charitable enterprises. 6. Increase community awareness regarding ageing, people with disabilities and carers and promote the accessibility of comprehensive services for these people. OUR OBJECTIVES 4
West Coast Homecare is a provider of inhome aged care and disability support services to Eyre Peninsula. West Coast Homecare has been facilitating care in the community for more than 30 years. Our people live local, work local, know local. Through our network of trusted homecare professionals, we offer a range of services, supporting you to continue the lifestyle you enjoy in your own home and community. Adaptability is in our nature, so we can support more often, or step back when people have it covered. We are here to support people to live life how they want to. We are best described as invigorating in our optimism and “can do” attitude that we bring to our consumers, family members, contractors and our community. In the evolving landscape of the in-home aged care and disability support sectors, West Coast Homecare is a progressive provider on Eyre Peninsula. Our friendly responsive team aim to provide people with access to the best matched services and support, making people feel strong, healthy, and full of energy. Their local knowledge helps to build partnerships and local capacity to support access to lifestyle opportunities. These tailored services are facilitated, coordinated and delivered to strengthen and support choices for independent living. CUMMINS CLEVE KIMBA TUMBY BAY PORT LINCOLN COWELL ADELAIDE COFFIN BAY PORT NEILL ARNO BAY OUR LOCAL Eyre Peninsula is a triangular peninsula in South Australia. It is bounded on the east by Spencer Gulf, the west by the Great Australian Bight, and the north by the Gawler Rangers. The region’s economy is primarily agricultural, with growing aquaculture, mining and it boasts fantastic food and wine, luxury accommodation and abundant wildlife, but it is best known for its world-famous aquatic activities. West Coast Homecare is committed to support small rural communities on Eyre Peninsula with office locations at: ▶ Port Lincoln: 56 St Andrews Terrace. Relocating to 52 Liverpool Street in September 2025. ▶ Tumby Bay: 3 Spencer Street, Tumby Bay SA 5605 ▶ Cummins: 58 Bruce Terrace, Cummins SA 5631 ▶ Cleve: 27A Main Street, Cleve SA 5640 Port Lincoln Cleve Tumby Bay Cummins OUR PURPOSE 5
OUR MISSION, VISION AND VALUES OUR MISSION To enrich the health and well being of people, by providing personalised in-home care and support services. OUR VISION To grow alongside our community, and partner with people to access the right care at the right time. OUR VALUES Strive for excellence We are leaders in care. We listen and learn, seeking continuous feedback from our customers, contractors and networks to deliver high quality services that meet the needs of local people. Local at heart Our people live local, work local, know local. We connect people with the best local service choices, enabling them to continue the lifestyle they enjoy. Consumer & community engagement We prioritise people above all else. Whether it is our staff, our customers, or our community, we support and encourage people to be involved in designing and improving care and services. Best practice We maintain current industry knowledge to be at the forefront in delivering safe inclusive quality care and services. Embrace diversity We believe everyone is deserving of a happy and healthy life, and we appreciate the diversity within our community. We strive to deliver fair and equitable support for all, by supporting people to maintain control and influence over their life.
OUR BOARD OF MANAGEMENT FROM THE CHAIRPERSON West Coast Homecare provides home care services for the aged and people living with a disability. The organisation promotes a culture in compassion, inclusion, and empowerment. Our goal is for our consumers & clients to maintain their dignity and independence while receiving customized support in their own home. The past 12 months have kept us on our toes. There is so much happening within the industries of Aged Care and Disability and we as a board, are thankful to be ably led by the CEO, Deanne Hartwig. One of the most visible changes is the move to new premises. This has been a giant step for West Coast Homecare and will ensure that you, our consumer & clients, will be able to access extra services. The board continues to provide governance to West Coast Homecare by meeting at least 10 times a year. I thank the board directors for their voluntary hours and dedication. Thank you to our consumers for choosing West Coast Homecare as your local provider for your care. Lastly, thank you to the executives and staff for all they do in providing excellent care to you. Catherine Pearson Chairperson, on behalf of the Board Directors of West Coast Home Care West Coast Homecare Board Directors are from our communities who give generously of their time and energy and interrupt their personal and professional lives to support West Coast Homecare as a not-for-profit organisation because they believe in this mission. This group of individuals together are ultimately responsible for overseeing the operations and making sure West Coast Homecare is working towards achieving its charitable purpose and meet a set of legal duties and act in the best interest of the organisation. They also accept responsibility and accountability for the delivery of safe and quality care and services The organisation is required to comply with the Australian Charities and Non-for-profits Commission (ACNC), Aged Care Quality Standards and NDIS Practice Standards. Our Board of Management want local people accessing our services to be confident that the organisation is well run, and they can partner in improving the delivery of care and services to consumers and are accountable for the delivery of safe, quality care and services. 7
Catherine Pearson Chairperson Since: 28/04/2021 Committees: Chairperson of the Finance, Risk & Audit Committee Cathy was born and grew up in Tumby Bay, and after nursing in Adelaide, returned to Eyre Peninsula to help run her husband’s family farm at Yeelanna. She continued to work as an Enrolled Nurse in acute and aged care both at the Tumby Bay & Cummins Hospitals before taking up a position at the Cummins Medical Practice in Primary Health. Cathy was nominated for the Australian Primary Healthcare Nurse Association board and served a two-year term where she enjoyed the steep learning curve of governance and board responsibilities. During her career Cathy has cared for people with chronic conditions and developed a strong sense of justice in the delivery of ethical and unbiased care and believes everyone deserves a life of dignity. She has connected many people to services they needed and has been a strong advocate enabling patients in her care to achieve their health goals. Cathy really missed the board work and is happy to dedicate some of her retirement time to serve on the board of West Coast Homecare that is a local not for profit organisation that delivers care and services to locals, by locals. Sara Fauser Board Director | Deputy Chairperson Since: 22/11/2023 | Since: 26/06/2024 Committees: Member of the Finance, Risk & Audit Committee Sara grew up in Cleve and was educated in Adelaide, completing her Bachelor of Business and Finance in the late 80’s, going on to a Graduate training position with the ANZ bank. In the 90’s Sara met and married David Fauser and shifted back to Eyre Peninsula and have two girls. They have lived and worked on their farm near Ungarra and will soon be moving to Port Lincoln. Sara then enjoyed working at the Tumby Bay Medical Clinic and worked there for 23 years progressing from reception to managing the business of general practice. There was plenty to learn as technology and government regulation infiltrated every aspect of running a private practice. During this time, Sara was also privileged to have a catering business. In accepting the board position with WCHC, Sara hopes to bring the perspective of the WCHC consumers, having seen the impacts of aging and disability in her working life and personal life. Every month she is learning more and more about the complexities of this sector and hope to make a meaningful contribution as a member of the board. BOARD PROFILES 8
Sandra Andrew Board Director – Life Member Since: 17/03/1987 Sandra has been involved with West Coast Homecare since inception, as a member of the steering committee to source funding for the organisation. As an active Board Member, she has been aware of every change in all aspects of aged care and any other home care industry matters over the years. Sandra has life experiences gained firsthand through caring and supporting various family members with dementia, terminal illnesses and caring for her brother in the last six months of his life. Sandra supported and delivered her brother’s palliative care and met his clinical care needs, so she has experienced the value of care and support in a person’s own home. Sandra believes there will always be care and support services needed, like West Coast Homecare and this drives her commitment to continue as a Board Member. She respects the services provided and is glad to play a part in this local service provision. Sandra said, it is evident that all WCH staff genuinely care about the clients and the services that they are able to provide to maintain people living in their own homes and communities. Kathryn (Kathy) Dry Board Director Since: 15/10/2009 Committees: Member of the Clinical Governance Committee From an early age Kathy’s core character led her to care for family and friends in times of them requiring her caring support. Kathy then continued to provide caring support as a compassionate, reliable and steadfast adult. This lived caring experience formed the basis for Kathy’s skills to support her throughout her journey as a qualified hairdresser, offering incidental counselling to both clients and work mates over several years. This included hairdressing and volunteering at Matthew Flinders Nursing Home for 12 years, working with residents and day centre attendees. Kathy became a fulltime carer for her partner 20 years ago who has lived with chronic pain episodes ever since, limiting his ability to perform individual daily tasks. She then volunteered for Carers SA supporting young carers, who cared for family or friends who had a medical diagnosis or a mental health diagnosis. She became employed by Carers SA as a permanent part-time Carer Support Worker, for seven years. During this time, she travelled from Port Lincoln to Ceduna, Streaky Bay, Kimba, Cummins, Arno Bay and Tumby Bay to support carers with education, retreats, activities, support groups, one on one and phone support. 9
Gerald (Gerry) Taylor Board Director Since: 24/06/2020 Committees: Member of the Finance, Risk & Audit Committee & Clinical Governance Committee Port Lincoln has been Gerry’s ‘home to come back to’. His mother was born in Port Lincoln and moved to Adelaide in her teen years, and this is where Gerry was born. School holidays were mostly spent in Port Lincoln visiting relatives and enjoying fishing and its environment. Following National Service, winning one of those ‘lotteries’ with a year in Vietnam he returned to High school to complete his Matriculation as one of the first mature aged students to re-enter High school. Having a heart for social justice this led Gerry into Social Work and moving to Port Lincoln in 1974. Most of Gerry’s working life has been involved with human services, 20 years in social work followed by 18 years as the Executive Officer with West Coast Homecare during its formative years and into a well-established organisation. Gerry has also served on the Port Lincoln Hospital Board. After several years in retirement Gerry felt the need to give back to the community using his experiences gained working in human services in particular not-for-profit organisations. This led to Gerry joining West Coast Home Care as a Board Director. Meagan Franklin Board Director Since: 14/12/2021 Resigned: 23/10/2024 Committees: Member of the Finance, Risk & Audit Committee Meagan is passionate about ensuring regional Australia has access to the same level of services and opportunities as our city counterparts. This passion extends to all areas of life, recreation, education and essential services. Born and raised on the family farm near Paskeville on the Yorke Peninsula, her earliest memories of administration were typing up her dad’s weekly president reports and seeing if she could type as quick as he could dictate. She was a natural mathematician at school and an eager school leader, so it was a natural progression to study Commerce at Adelaide University in her Tertiary years. She was very fortunate to find employment with an outstanding regional business as their accountant, Cowell Electric, in 1999 when she moved to Cowell with her husband, Matthew, when he decided to return to the family farm. During her time at Cowell Electric, she completed her Certified Practicing Accountant (CPA) status, held the position of Company Secretary for over 10 years, Chief Financial Officer for 8 years and was fortunate to have completed many professional development courses such as Melbourne Business School Leadership Development course, CPA Advance CFO course, and the Australian Institute of Company Directors (AICD) course. 10
Matt Hayman Board Director Since: 23/06/2022 Matt was born & raised on the Lower Eyre Peninsula, starting in Cummins before finishing school at St Joseph’s School in Port Lincoln. Having spent several years working around the EP in different industries before studying Physiotherapy at the University of SA where he met his wife, Courtney. Beginning his career in Whyalla after graduating working with Country Health SA gaining experience in several different areas of health, including inpatient, outpatient and community care. Matt has now been practising Physiotherapy for over 12 years & in 2015 realised his goal of opening his own practice - EP Physio Plus which started out in the spare room of his house. Things steadily progressed and turned into what it is now, a multidisciplinary clinic in a world class facility. Working in the community has led Matt to providing care to the aged in the community and in the local aged care facilities. Outside of work Matt is involved in several local sporting clubs, enjoys spending time with his family and the wonderful outdoors that the Eyre Peninsula has on offer. Teresita (Tess) Davies Board Director Since: 28/08/2024 Tess was born in Manila, Philippines, where she studied as a Radiographer before moving to Australia in 1980. After marrying her husband Kevin, they lived in Cummins for several years before settling in Port Lincoln, where they raised their three daughters, Sofia, Sasha, and Kara. Caring for others has always been at the heart of Tess’s journey. Later in life, Tess made the decision to pursue her long-held ambition of becoming a nurse, completing her degree and dedicating 16 years of service to Matthew Flinders Home. In this role, she developed strong relationships with residents and their families, guided by her belief that everyone deserves to feel supported, healthy and valued. Tess continues to embody these values in her personal life, currently supporting her husband Kevin following his recovery from stomach cancer, providing him with ongoing care and strength. This experience has further reinforced her dedication to compassion, resilience, and the importance of holistic support in health and wellbeing. Since joining the West Coast Homecare Board, Tess has gained a deep appreciation for the vital role the organisation plays in the community and the quality of care it provides its clients. She is committed to continuing her contribution as a board director and supporting WCHC in delivering its mission to the community. 11
STRATEGIC PLAN SNAPSHOT 2025-27 People have the right to live the life they choose. Our vision is our promise to grow alongside our communities with people at the heart of our care and services. We will support people to live independently at home and in their community. Our future directions embark on re-imagining health and wellbeing through meaningful connections and communities. Let’s re-imagine Living on Eyre with personalised care and support services. OUR GOVERNANCE ▶ Renew, reposition and reinvent. ▶ Manage risk for safe, quality care and services. ▶ Financial sustainability. OUR LOCAL ▶ Local engagement empowers local communities. ▶ Re-imagine innovative solutions to meet consumer needs. OUR BUSINESS ▶ Optimise business efficiencies. ▶ Leverage smart solutions. OUR PEOPLE ▶ Our people live local, work local, know local. ▶ Growing our people and future leaders. DIVERSIFICATION ▶ Living on Eyre. 12
West Coast Homecare is fortunate to have a local skills-based Board of Management who continue to govern the strategic directions and growth of West Coast Homecare. The 2024-2025 year has resulted in ongoing consolidation, continuous improvement and new strategic initiatives to support community home care and support services. The Consumer Advisory Body receive and review the feedback with agreed actions implemented, monitored and then included in the report to the Board of Management. Our person-centred approach has continued with growing support at our “Conversations” Consumer Engagement forums. These have continued throughout the year with multiple sessions held at Port Lincoln, Tumby Bay, Cummins, Cleve and Cowell. We have embraced significant changes to align with legislative, governance sector reforms and workforce has been the focus during the past year. Increased clinical care environments and change management with clients at the centre of care. Our team are truly amazing. They continue to value and support people to live the life they choose and make a difference evidenced in the amazing feedback we receive from Consumers. Independent contractors were transitioned to employees in April 2025 increasing employee numbers substantially. I acknowledge the dedication, support and contribution of our Executive leadership team who continue to support strategic initiatives to continually renew, reposition and re-invent services and systems in the ever-changing landscape of home care. Samantha Rogers Executive Assistant has provided exceptional support to the Board and Executive Team throughout the past year. Shane Porter has continually improved finance and corporate services through his ongoing strategic leadership and initiatives. Shane supports a team of finance and administration officers to provide organisation wide services. Virginia Perin has demonstrated progressive leadership to the Clinical Care and Services team. The passion and dedication of this care team is simply amazing continually going the extra mile to optimise peoples’ quality of life. Our skilled employees consist of Registered and Enrolled Nurses, Community Careworkers and Community Support Workers and Schedulers. Jill Schultz has demonstrated commitment and leadership of the workforce role. School based traineeships and work experience students have been welcomed throughout the year. Employees have demonstrated their commitment to West Coast Homecare by commencing traineeships for a skilled and sustainable workforce. Jill has continued to support NDIS services and will lead new NDIS initiatives in the future. Jill has played a key role in the transition of Independent Contractors to employees and has continued to support this cohort of Community Support Workers. To strive for best practice new initiatives have continually been introduced. FROM THE CEO
We have welcomed new partnerships to support people to continue living at home and in their own communities that have included: Carers SA, The SA Virtual Care Service (SAVCS), Retire SA - Lincoln Grove and allied health providers. New software programs have been introduced to automate and stream-line systems. A Department of Health Service Development Assistance Panel (SDAP) grant for consultancy in May 2024 had a focus on progressive review and consolidation of many of our strategic directions and operational practices for improvement. A further consultancy project was granted in June 2025 to support the next phase of our strategic direction. Consumer growth has required additional workforce to meet the need for the increasing service hours. NDIS consumers and hours have remained stable, and a strategic review of NDIS services was completed in May 2025. Successful external audits were completed including Home Care Pricing Transparency and an Aged Care Quality Review. The Royal Commission into Aged Care found the current Aged Care Act and its related legislation no longer fit for purpose. The new rights-based Act will start from 1 November 2025 and responds to issues facing older people, aged care providers, workers and the broader sector. It will put the rights of older people at the centre of the aged care system and will: ▶ Create a single-entry point, with clear eligibility requirements. ▶ Establish new system oversight and accountability arrangements. ▶ Increase provider accountability through a new regulatory model. ▶ Commence the new Support at Home program. ▶ Strengthened Aged Care Quality Standards. ▶ Introduce stronger powers for the Aged Care Quality and Safety Commission and; ▶ A Statement of Rights for older people. Due to our progressive growth, we will re-locate to a new premises at 52-54 Liverpool St Port Lincoln. This venue will provide improved staff facilities and provide opportunity for new Consumer services. I feel privileged to be in the role of CEO and am absolutely committed to the purpose of West Coast Homecare and I remain passionate and fully committed to support people to receive care in their own homes and local communities. Together – Let’s Make it Happen! Deanne Hartwig CEO 14 14
This past year has been one of growth, innovation, and strategic development for West Coast Homecare, as we continue to strengthen our commitment to delivering high-quality, person-centred care across the Eyre Peninsula and beyond. A key area of development has been in clinical care. Our dedicated nursing team has embraced evidence-based practices and the latest wound care technologies, resulting in faster healing times and improved client outcomes. This proactive approach has not only enhanced the quality of care but also reduced the reliance on local GPs and hospital services, easing pressure on the wider healthcare system. Our nurses have taken a leading role in promoting health and wellbeing through comprehensive nursing assessments. These assessments ensure that clients receive the appropriate community wraparound supports, enabling them to remain at home longer and live more safely and independently. This holistic approach has been instrumental in achieving positive health outcomes and enhancing quality of life for our clients. To support this expanded clinical focus, we have successfully recruited additional Registered and Enrolled Nurses into our home care team. This growth reflects our commitment to delivering high-quality, person-centred care and ensuring we have the capacity to meet the evolving needs of our community. We are proud of the clinical footprint we have established in our community. It is a privilege to provide such vital care and support to our clients, and we remain committed to continuous improvement and innovation in clinical service delivery. Other notable projects include: Dementia Pharmacist Initiative: A 12-month collaboration across the Eyre Peninsula, where Pharmacists work closely with our home care coordinators to review client medications and improve outcomes for those living with dementia. Virtual Care Services Partnership: This innovative telehealth model allows clients to access triage and medical consultations from the comfort of their homes, enhancing accessibility and reducing barriers to timely healthcare. Growth in Services and Workforce West Coast Homecare has experienced substantial growth across our service streams, including Home Care Packages (HCP), Commonwealth Home Support Programme (CHSP), and National Disability Insurance Scheme (NDIS). This expansion has led to increased demand for care delivery, prompting us to grow our workforce significantly. Virginia Perin Executive Manager Clinical Care and Services - Registered Nurse FROM THE EXECUTIVE MANAGER CLINICAL CARE AND SERVICEs 15
Over the past 12 months, West Coast Homecare has undertaken a significant workforce transformation, transitioning our aged care and NDIS service delivery model from reliance on Independent Contractors to direct employment. This strategic shift aligns with evolving regulatory requirements and reflects our commitment to quality, safety, and continuity of care. The transition is driven by major reforms in the aged care sector, including the introduction of the new Aged Care Act and strengthened Aged Care Quality Standards. These changes collectively aim to empower older Australians through more responsive, integrated, and person-centred care. Effective 7 April 2025, all contractors delivering care and supports, transitioned to casual employment with West Coast Homecare. We extend our sincere gratitude to our Independent Contractors for their invaluable contributions since our inception in 1987. Their dedication and compassion have shaped the high standard of care West Coast Homecare is known for. This transition honours their legacy while positioning our organisation for a sustainable future. Traineeships School-Based Apprenticeships and Student Engagement We are proud to support students from St Joseph’s School through school-based apprenticeships in Certificate III in Individual Support Aged Care. Taya Fowler commenced her apprenticeship with us on 8 May 2024 and is expected to complete her qualification in October 2025. Throughout her placement, Taya has consistently demonstrated outstanding dedication and competence. She is highly respected by both staff and clients, and her professionalism, empathy, and skillset reflect the qualities essential for a successful career in age care. This year, we also welcomed Pheobe Porter as a schoolbased apprentice from St Joseph’s School. We look forward to supporting her throughout her studies and helping her achieve her Certificate III in Individual Support. Additionally, we hosted a Year 10 student for work experience. Her enthusiasm and engagement were encouraging, and we are hopeful she will pursue a schoolbased apprenticeship with us in the following year. Staff Traineeships We’re proud to support the growth and development of our team through the introduction of Staff Traineeships. As of 30 June 2025, four of our dedicated Domestic Workers have commenced training to complete Certificate III in Individual Support. This commitment not only reflects their passion for care but also strengthens our workforce, ensuring to deliver highquality, professional services to our clients with skilled and qualified staff. We remain dedicated to creating opportunities for our team to grow within the organisation. By offering structured training and traineeships, we’re helping staff build their skills, advance their careers, and contribute even more meaningfully to the care we provide. NDIS West Coast Homecare will strengthen the National Disability Insurance Scheme (NDIS) by fostering growth and building relationships with Support Coordinators and Plan Managers to deliver high-quality services. With Participants, we will identify opportunities to ensure access to reliable, person-centred supports. Jill Schultz Executive Manager Workforce and WHS FROM THE EXECUTIVE MANAGER WORKFORCE 16
West Coast Homecare is committed to working in partnership with consumers and carers to ensure that we provide quality care to meet individual needs. Engagement with our consumers ensures that we review our service delivery regularly and that there is ongoing continuous improvement. The engagement process occurs in many varied ways, beginning with the very first contact that consumers have with us. Throughout their journey with West Coast Homecare consumers and their family can identify their needs and develop a care plan to suit their specific needs. Our person-centred approach is respectful of the needs, values and experiences of consumers. Ongoing review of consumer care plans supports changes when required. Regular consumer surveys provide feedback about service delivery and opportunities for improvement are addressed in our continuous quality improvement plan. There is also a clear and timely process for dealing with complaints and concerns. We continue to offer our Consumer “Conversations” forums twice a year in Port Lincoln, Tumby Bay, Cummins, Cleve and now Cowell. While these events provide an opportunity for consumers to meet for fun, social interaction and afternoon tea, they are an important way for staff and board directors to engage with consumers in an informal environment. Staff and board directors provide organisation and service delivery information as well as sector updates. There are always opportunities for consumers to ask questions and to participate in discussions about issues of concern. Feedback is collated and addressed following the meetings. The end of the year event is an opportunity to present the Annual Report and to celebrate the year’s achievements with a fun theme for consumers to participate in if they wish. This year consumers were invited to dress for the most creative sun smart outfit for “Slip, Slop, Slap”. We continue to have the Consumer Advisory Body (CAB) meeting every quarter. CAB collects feedback from other consumers and shares it with West Coast Homecare. This helps to improve the services and care for all consumers. The CAB then provide valuable feedback to the governing body about the quality of care and services. New members are welcome to join at any time. The “Conversations” newsletter remains an important method of sharing relevant information with all our consumers as not everyone is able to attend the “Conversations” meetings. The newsletter is produced three times a year and posted to all our consumers and copies are available on our website. We also post regularly on Facebook and Instagram. ‘CONVERSATIONS’ CONSUMER ENGAGEMENT 17
Eyre & Western Region The Sector Support and Development is a national program that supports the Commonwealth Home Support Programme (CHSP) providers across Australia. In the Eyre and Western Region, the project aims to support CHSP providers by providing relevant information about the Aged Care Reforms, training and development opportunities and facilitating a regional network of aged care service providers. Quarterly regional meetings are held with CHSP service providers across the region with face-to-face and online access. These meetings are also attended by other aged care service providers, all keen to network, engage, share information and collaborate to provide the best care and outcomes for older people living in the Eyre Region. Representatives from the Department of Health, Disability and Ageing attend the meetings and provide valuable updates on the Aged Care Reforms. Participants take the opportunity to ask questions and seek clarification or further information. This year we had the following presentations at the quarterly meetings. ▶ Dementia Support Pharmacist program. This program is dedicated to transforming dementia care across community, home settings, and aged care facilities. ▶ Navigating the AI Journey in Aged Care. An insightful presentation on integrating AI into our workflow in aged care with practical applications and ways that AI can assist with daily tasks. ▶ Outreach Aged Care Specialists Services – Services SA. Aged Care Specialist Officer (ACSO) – Services to help consumers with aged care matters and understanding My Aged Care and how to register for services. ▶ Single Assessment - Aged Care Assessment Service. Regional Assessment Services have transitioned into the space of the Single Assessment workforce. Instead of RAS and ACAT, all the assessment organisations are ACAS - Aged Care Assessment Service. ▶ Volunteering SA/NT. Workshops held in Port Lincoln with organisations that currently support volunteers or are thinking about taking volunteers on board. A mini expo was also held for volunteers and people thinking about becoming a volunteer. At state and national levels, the Sector Support and Development Project Officers continue to work together to develop online training webinars, seminars and information sessions available to CHSP providers across Australia. Project Officer’s liaise with a range of aged care departments to ensure that information is accurate, up to-date and relevant. An online Community of Practice provides additional support and information for SSD project Officers. Aged Care Providers are currently working with the City of Port Lincoln to organise a Health & Ageing Expo. This will be held on Wednesday 1st October to celebrate the South Australia’s Week of Ageing Well and coinciding with International Day of Older Persons. As the Aged Care Reforms take centre stage a national review of CHSP SSD Program is underway. CHSP and package providers will be surveyed to identify future support needs. Thank you to all the aged care providers in the region for their dedicated care and commitment to providing great aged care services in the region. Kate Eglinton Sector Support Coordinator SECTOR SUPPORT & DEVELOPMENT (SSD) 18
OUR CUSTOMER SERVICE CHARTER OUR CHARTER At West Coast Homecare, we strive to go above and beyond to create customised care for our clients. Using our local knowledge, we partner with you on your journey. OUR SERVICES In-home aged care and disability support services for adults on the Eyre Peninsula. OUR CUSTOMER SERVICE PRINCIPLES Strive for Excellence ▶ We will partner with you to plan and review your needs, goals and preferences ▶We will deliver quality services that are safe and right for you ▶We will provide information that is current, accurate and timely Client Dignity & Choice ▶We will support you to live your best life in your community ▶We will care for you, promoting purpose & independence ▶We will respect your privacy ▶We celebrate diversity, helping you to maintain your cultural identity Quality Service ▶We engage and seek feedback for improved quality care ▶We invest in professional development for a skilled workforce ▶Regular audits ensure our compliance to national standards Our customer’s experience is at the heart of our business 19
OUR PROGRAMS COMMONWEALTH HOME SUPPORT PROGRAMME (CHSP) Grant funded entry level care The CHSP provides small amounts of entry-level support to assist older people aged 65 years and over (50 years and over for Aboriginal and Torres Strait Islander people) to remain living at home and in their community. CHSP services may be short-term, intermittent or ongoing. The program places a strong focus on activities that support independence and social connectedness and take into account each person’s individual goals and choices. CHSP provides services to help frail older people maintain their independence and continue living safely at home and in their communities. CHSP is not designed for older people with more intensive or complex care needs. Clients who need ongoing high intensity care are outside the scope of this program. People with higher needs can receive appropriate support through other aged care programs, such as the Home Care Package (HCP) program or residential aged care. CHSP does not replace, or fund support systems provided under the health care system. CHSP providers may deliver higher intensity services on a short-term basis where clear improvements in function or capacity can be made, or further decline avoided. These services aim to get the client “back on their feet” and able to resume previous activities without the need for ongoing support. All services are delivered compliant with the Department of Health Agreement, Commonwealth Support Programme Manual 2020-2022 and Living Well at Home – CHSP Good Practice Guide 2020. West Coast Homecare is funded to deliver the following service types based on assessed need by My Age Care: ▶ Domestic assistance ▶ Flexible respite ▶ Home maintenance ▶ Other food services ▶ Personal care ▶ Social support ▶ Transport ▶ Home modifications ▶ Allied health & therapy services 20
HOME CARE PACKAGE (HCP) Individualised package of care West Coast Homecare was approved as an Age Care Provider on 1 June 2017 under section 8-5 of the Aged Care Act 1997 (the act). A Home Care Package is a Commonwealth Government funded program that provides a package of services based on assessed need. A Home Care Package is a commonwealth government funded program that provides a package of services based on assessed need. Commonwealth Home Support Programme can provide. Home Care Packages can be an option if people require a coordinated approach to the delivery of help at home - perhaps because they need help with many everyday tasks, or the care need is more complex or intensive. ACAT assess the individual and allocate a particular level of packages based on care and service needs. The different level of packages provides a different amount of funding (subsidy) that is allocated to the consumer and paid to WCHC by the Australian Government to deliver the care and services. The Home Care Package is delivered based on what the individual requires so they, or their family/ or carer can select the services they want, delivered by West Coast Homecare as their provider of your choice. The three main categories of services are: 1. Services to keep people well and independent – including personal care, nursing services, allied health. 2. Services to keep people safe in your home – including cleaning, home maintenance and modifications, assistive technology. 3. Services to keep people connected to your community – including transport, social support services. 4. The package level assigned is based on individual consumer needs. PACKAGE LEVEL LEVEL OF CARE NEEDS Level 1 Basic care needs Level 2 Low care needs Level 3 Intermediate care needs Level 4 High care needs 21
NDIS Individual participant plan West Coast Homecare was approved by the National Disability Insurance Agency (NDIA) on 16 February 2018 as a registered NDIS Service provider. The NDIS is a planning and service system that has been developed by the Australian Government to assist Australians with a disability. To access the NDIS, generally, the person must be less than 65 years of age. For people over 65 years of age the My Aged Care system is available. The NDIS will provide people with a permanent and significant disability, aged under 65, with the reasonable and necessary supports they need to live an ordinary life. Eligible people, known as participants, are given a plan of supports which is developed and tailored to their individual needs. A plan could include informal supports that a person receives through family, friends, mainstream or other community services. If required, the NDIS will also fund reasonable and necessary supports that help participants achieve their goals. Not all people with disability will become NDIS participants. Only those people who meet the assessment criteria will become a participant and receive an individualised plan. West Coast Home care will aim to provide people with disability, their families and carers support through information, linkages and capacity building by connecting people to the mainstream community. We will assist Participants in the NDIS to develop a personal, goal-based plan about how they will be provided with support within the scope of West Coast Homecare approved service types. West Coast Homecare provides support to adults with a disability aged 18 – 65 years and is a registered NDIS Service Provider approved to deliver the following supports based on the Participants assessed Service Plan for: ▶ 0106 - Assist – Life Transition ▶ 0107 - Assist Personal Activities ▶ 0116 - Innovative Community Participation ▶ 0117 - Development - Life Skills ▶ 0120 - Household tasks ▶ 0125 - Participate Community ▶ 0136 - Group / Centre Activities ▶ 0108 - Assist Travel / Transport 22
60,564 HOURS TOTAL SERVICE HOURS FOR ALL PROGRAMS OUR CLIENTS HCP service hours: 37,634 HOURS CHSP service hours: 13,585 HOURS NDIS service hours: 8,547 HOURS My Choices service hours: 798 HOURS HCP clients: 334 CLIENTS CHSP clients: 285 CLIENTS NDIS clients: 40 CLIENTS My Choices clients: 3 CLIENTS HCP Client Levels Level 1: 50 CLIENTS Level 2: 201 CLIENTS Level 3: 68 CLIENTS Level 4: 15 CLIENTS COMMONWEALTH HOME SUPPORT PROGRAMME (CHSP) HOME CARE PACKAGE (HCP) NATIONAL DISABILITY INSURANCE SCHEME (NDIS) MY CHOICES 662 CLIENTS TOTAL CLIENTS FOR ALL PROGRAMS 23
COMMENTS FROM CLIENTS TELL US WHY YOU LIKE WEST COAST HOMECARE Because they understand my requirements and do their very best to ensure they can support my needs with courtesy. I feel privileged to be able to talk to them about my needs. As an 80-year-old living on my own, I have found West Coast Homecare to be a new lease on life having this help with such caring and incredible people. What is not to like! They are caring, helpful, friendly, reliable, willing to listen, easy to get on with, honest and accommodating. I find that all my requests are attended to and with satisfactory needs. I receive a lot of mail informing me of any changes and ways they can help me if I need it. It is very well run and managed. Everyone is very helpful. I would and do recommend West Coast Homecare whenever I can. I find that West Coast Homecare has everything I need in helping me with anything I need to keep me in my own home. I find the organisation very professional and caring. Every client is treated with kindness, respect and dignity. I have confidence in West Coast Homecare with the help I receive and what I will need in the future. I am very spoilt - very. Choosing West Coast Homecare was the best thing I have done. The love and compassion shown to me in good and bad times. I live alone and really appreciate having support with housework. Having someone to help makes me feel valued. It also gives me confidence to do some chores while I have support due to poor balance and health issues. The consistency of care is amazing. We get information on a regular basis, which is very useful. 24
TELL US WHY YOU LIKE YOUR WORKER/S: They are easy to talk to and do there best to do what I request and often go beyond my suggestions to make my life better. The people who have been sent out to do any work requested have been efficient, cheerful, neat and tidy. Basically, they take pride in their work. Always helpful and friendly. On time and hard working. Everything is clean, neat and tidy when they leave. Staff are all pleasant and friendly and very helpful. I feel they are all my friends, we have a laugh, and they are willing to help me with anything I ask. They treat you as a person not a number. They assistant me in all my care to make my life easier. There is a lot I would like to say but when my helpers come into my home, they listen to me. Also when I am having a bad day, they just let me talk and by the time work is done I feel really relaxed and I am myself again. My workers are very pleasant and efficient. They make you feel that they are almost like part of your family, and it is so nice to walk back into a home feeling and smelling lovely and clean. My workers are friendly, caring, kind and willing. I feel privileged and do appreciate the care I am given. I will always remember them. I have formed a great friendship with my coordinator and carer. I always look forward to go shopping and just talking about everything. I just want to say thank you for making my life better. They are very caring and understanding and take a personal interest in me. I feel they really care. Nothing is too much trouble. They treat me as a friend would, and I trust them. I just want to say thank you for making my life better. Beautiful friendly workers who make you feel relaxed and not “invisible”. Always happy to help with any requests made to them and always brimming over with their gentle and positive caring attitudes. Very lucky to have them and West Coast Homecare in my life! The workers I have are thoughtful and conscientious with the tasks they perform. They are willing and cheerful workers who brighten my day. Truly good people. 25
OUR WORKFORCE TOTAL NUMBER OF EMPLOYEES: 97 FULL TIME: 26 PART TIME: 18 CASUAL: 52 TRAINEE: 1 REGISTERED SERVICE PROVIDERS (Independent Contractors): 20 26
Data as of 30th June 2024 27
The 2024-25 financial year marked a successful turnaround, delivering a surplus of $867,050 after a challenging prior year. This result reflects continued growth, prudent financial management, and effective strategic investments made to expand capacity and enhance service quality for our community. Financial Performance Overview Total revenue for the year reached $9.5 million, boosted primarily by a significant increase in Home Care Packages (HCP) revenue of $7.04 million, up from $4.85 million the previous year. This growth was driven by increased client intake and stable government funding support. The Commonwealth Home Support Program (CHSP) provided additional revenue of $1.05 million, while the National Disability Insurance Scheme (NDIS) segment at $835,000 showed signs of stabilising after prior declines. Despite inflationary pressures affecting operational costs, the organisation managed expenditure carefully at $8.63 million, up from $7.4 million in 2023-24. Workforce-related costs including salaries, wages, and superannuation represented around 70% of total expenses, highlighting our commitment to supporting employees and registered service providers directly engaged in care delivery. Balance Sheet and Financial Position The organisation’s financial position strengthened substantially during 2024-25, with total assets recorded at $3.28 million and net assets nearly doubling to $1.7 million. Cash reserves grew significantly, ending the year at $1.44 million, providing strong liquidity to support operational and strategic initiatives. Key infrastructure investments included right-of-use assets and property improvements, supported by a new lease arrangement for premises at 52 Liverpool Street, Port Lincoln. This lease, commencing in late 2025, positions West Coast Community Services well for service expansion and operational efficiency improvements. Strategic Initiatives Workforce growth remained a strategic priority with ongoing recruitment and development programs ensuring the organisation is equipped with skilled clinical staff and team leaders to meet rising demand. Technology investments also enhanced scheduling, consumer engagement, and data management capabilities. The organisation prioritises effective governance and compliance, ensuring all services meet regulatory requirements and quality standards, while maintaining financial discipline. These efforts underpin our sustainability and ability to reinvest in community services. Looking Ahead West Coast Community Services Incorporated enters 2025-26 with optimism. Key focus areas include continuing to grow service capacity, expanding client access through the new premises, and further strengthening workforce stability. The organisation plans to maintain operational surpluses to enable reinvestment in service quality and community support. With a robust financial foundation and clear operational goals, West Coast Community Services is well-positioned to deliver compassionate, high-quality aged care and disability services that positively impact lives and local economies. Shane Porter Executive Manager Finance & Corporate Services West Coast Community Services Incorporated FROM THE EXECUTIVE MANAGER 28
westcoasthomecare.comRkJQdWJsaXNoZXIy MTI3ODI1