Welcome from Andrew

Welcome to our 2017 Annual Review. I hope you enjoy reading about the work we do, our achievements, and the impact we’ve had on the lives of people living with a disability, their families and carers.

Here are my top highlights and achievements from the 2016/2017 financial year:

1 — The rate of growth we’ve been able to achieve

• We now support 3,600 total customers as at 30 June and 1,351 customers through the NDIS — up 93%
• We now have 259 locations across five states and territories
• Our revenue has grown by 13%
• We have grown our Early Childhood Intervention footprint to 4 regional hubs.

2–Being awarded NSW Government accommodation services

• We were successful in all five service groups we contested (Sydney, Illawarra/Shoalhaven, Southern NSW, Northern NSW and New England)
• As a result we’ll gain 600 new customers, 81 new group homes, and 6 respite centres
• Over 1,000 transferring staff will join us, bringing; skills, experience and customer relationships
• This achievement is a testament to our excellent reputation.

3 — Our commitment to strategic innovation and renewal

• We have committed to a three-year plan to systematically address strategic risk through strategic innovation
• We have established a team, built capabilities, and have begun to develop strategic options
• We have invested in technology to renew and streamline our business processes.

4 — Evolving to meet the needs of our customer

• Exceptional staff engagement in the joint redesign of our Support Services to a Fit For Purpose operating model
• Positive, trust-based relationships with our union partners; the Australian Services Union and The Services Union (Qld).

5 — Investing in excellence

• We are proud to have held our first human rights conference
• We have a dedicated, independent Quality team
• We invested in a trauma-informed and complex behaviour practice
• Growth in the provision of enhanced supports
• Intensive customer service training for over 1,500 staff
• Strong investment in staff development and practice excellence
• We are proud to have launched our Innovate Reconciliation Action Plan.