Annual Report 2015 - 2016

100th

ANNUAL
REPORT

2015 - 2016

OUR VISION 100TH ANNUAL REPORT

For travellers at the point of need to have easy 2015–2016
access to services which are relevant and assist
in providing solutions with dignity. Contents:

OUR MISSION President’s Report ........................................ 3
Chief Executive Officer’s Report ................... 4
To assist travellers at their point of need, and to Treasurer’s Report ........................................ 6
ensure that they reach their destination safely Our Services and Performance
and confidently. Travel-Related Emergency Relief ........ 7

OUR VALUES Pathways to Education ........................... 8
CompanionService.................................9
Accountability, compassion, integrity, leadership 100 Years of Travellers Aid ................... 10
and teamwork: these are the attributes we prize over Buggy Service ..................................... 12
all others. We believe in displaying these values Buggy Service Seymour ...................... 13
at all times to users of our services, our clients, our Access Service ....................................... 14
members, stakeholders, staff and volunteers. Community Travel Training................. 15
Mobility Equipment Hire ...................... 16
OUR PURPOSE Volunteer Program ....................................... 17
Acknowledgements & Supporters ............ 18
To provide support, advice and assistance at the Travellers Aid Board Members .................. 19
point of need to the travelling public with special
requirements and to those in emergency situations.

2

PRESIDENT’S REPORT

Looking back over the last With population growth and an Lisa Bowman
year I am delighted to report ageing population we know that our President
that Travellers Aid has made services will be as relevant in the
good progress in achieving future as they were when Travellers
its mission. Aid started 100 years ago. It is our
intention to remain a trusted and
We exist to support travellers in reliable service that can adapt to
need and we do this by providing meet the needs of travellers.
simple and practical travel related
assistance to help them reach their Organisations like Travellers Aid
destination safely. aren’t just good places because of
the clients we look after but also
This year we have provided 223,000 because of the incredible staff
instances of assistance to people and volunteers who care about
from all walks of life: some first the work they do. On behalf of the
time visitors to our city, some long other Board members I would like
standing clients and some referred to thank everyone who works at
from one of the many referral Travellers Aid and for the many other
services we work closely with. Some organisations, sponsors and donors
of their stories are captured in this who have helped us achieve what
year’s annual report, which bring to we have.
life the work we do and reinforces
what this support means. I would also like to acknowledge
the outstanding contribution from
In this report we highlight outcomes our Board member Richard Stone
of a number of our core services (2010 to 2016) who sadly passed
and report on the key measures that away this year. Richard was a
track our progress. We have made true believer in what Travellers
some good improvements across the Aid provides to the community
organisation and continue to work and was a strong advocate for
closely with our key partners: V/ people with mobility issues or in
Line, Metro Trains Melbourne, Public emergency situations having access
Transport Victoria and Southern to public transport. We all miss his
Cross Station to ensure we are there contribution and we can truly say
to meet the needs of the travelling that Travellers Aid is a better place
public in as many ways as we can. from his time on the Board.

3

CEO’S REPORT

This year’s report is not only Our Achievements instances of service a year. We
2015/16 has been another year of thank Community Accessability Inc.
a reflection of our efforts over significant achievements. This year for being part of this partnership in
we focussed on ensuring our efforts the first two years.
the last 12 months, but also the and objectives are closely aligned
to those of our funders and partners. • Promoting TAA fee for services
collective achievements of the We have strived to become an and products has continued to see
integral part of the public transport an increase in untagged funding
many volunteers and staff who system and contribute to making by 25% which is enabling TAA to
Melbourne not only the world’s explore and invest in new services
have worked tirelessly over the most liveable city but also most beyond the rail environment.
accessible. We were successful in:
past 100 years. Our Growth
• Securing a 3 year strategic To support this growth and
I would like to acknowledge their partnership with the City of development TAA continues to invest
immense commitment and dedication Melbourne aimed at and providing in its people. This year we introduced
which has ensured that we have support to people with mobility Robin Dick to the organisation in the
remained a relevant and viable challenges. The agreement newly created position of Business
organisation. A century of service provides access to mobility Development and Stakeholder
to the people of Victoria – and equipment hire for people Engagement Manager. Robin
beyond – has meant much change visiting the City of Melbourne, the will explore and implement new
and adaptation and we are grateful provision of access information relationships and activities that will
to have such support along the way. and the expansion of the Medical further build capacity enabling TAA
Long may it continue! Companion Service to support to increase its reach to travellers
access to essential services experiencing disadvantage.
Our historians ‘Way Back When’ beyond health. With the generous financial support
have worked tirelessly to produce of $25,000 annually from V/Line,
a collection of stories that reflect • Negotiating a new 3 year TAA continues to build its volunteer
the people, the events and the agreement with Assetco to workforce at Southern Cross
challenges that have shaped continue to provide the Traveller Station. V/Line’s support contributes
Travellers Aid over the century. This Assistance service at Southern to the recruitment, development
commemorative book was launched Cross Station. The agreement will and resourcing of TAA’s volunteer
at Government House at a thank see an increase in both human workforce. This expansion enables
you event hosted by Travellers Aid resources and an additional the organisation to meet the rapidly
Australia’s Patron His Honour Judge buggy to meet the ever growing growing demands at Southern Cross
Anthony Howard. demand on the service which is Station but also provides meaningful
now achieving in excess of 20,000 opportunities for people wanting to
We have received many messages of assisted trips a year. contribute to our community through
congratulations and support for which the concept of volunteering. TAA now
we are extremely grateful. I would • Completing a two year pilot of the boasts in excess of 60 volunteers
like to express my sincere thanks Seymour Buggy Service which working side by side with 18 frontline
to the Government of Victoria for its has resulted in a further two staff to provide services across all
continued support over the last 100 year agreement with V/Line to areas of the organisation.
years and Public Transport Victoria provide the service. The service
for their generous support in creating is now providing more than 3,000
the wonderful media campaign
that promoted this milestone to the
travelling public of Victoria.

4

During 2015/16 TAA commenced with disabilities gain more control The achievements and successes
an upgrade of the organisations of their lives and how they live of 2015/16 have resulted in TAA’s
IT system and databases. The them, we believe TAA will play sound financial position and its
investment in this technology upgrade an increasingly significant role in continued relevance to Victorians as
will enable greater efficiency and assisting people to maintain an it enters its next century of service
security in the way we manage independent life. As our population provision. I would like to thank and
service bookings, client data and continues to age and older people acknowledge the contribution and
supporter information. The move into seek to remain engaged in society effort of all our committed volunteers,
a cloud based system also provides or access essential and social staff, management team and Board
the organisation with a more stable activities, TAA will be an integral members who have collectively
platform moving forward. part of their journey. contributed to a tremendous result
this year.
Through the generous and Currently, TAA is exploring service Finally, I would like to thank all our
timely donation of more than provision outside the traditional funders, stakeholders and donors
$10,000 worth of the latest mobile boundaries of Melbourne’s railway for their ongoing commitment and
electronic devices from Metro stations. We are working with support for the work we do. I look
Trains Melbourne, TAA will be well the City of Melbourne and Deaf forward to even stronger working
placed to equip front line staff and Blind Victorians to expand TAA’s relationships in the year ahead.
volunteers with the technology Companion Service to support
required to provide real-time people who are both deaf and Elias Lebbos
information either in or out of the blind to navigate Melbourne and its Chief Executive Officer
office. Staff and volunteers will be public transport system. TAA is also
able to take bookings or collect exploring how this model can be
data from service users at any point utilised to ensure that older people
of the service experience. This will can be supported in remaining
decrease duplication and create engaged and access other activities
greater efficiencies in systems of and events within Melbourne.
work. These devices will also be
used to capture feedback at all We look forward to the
points of service delivery in real time redevelopment of Flinders Street
and reduce the need for mailing out Station and aim to further contribute
surveys to service users. to a positive experience for people
with a disability or experiencing
Our Future travel disadvantage.
As TAA enters its second century,
we are keen to continue to adapt Sadly, this year Travellers Aid lost
to the changing needs of Victoria’s one of its family through the passing
travelling public. We believe we of Richard Stone OAM, KHS, KSG, a
are well placed to contribute to dedicated Board Member, mentor
developing solutions for people and friend. Richard’s enthusiasm and
with specific travel needs. As genuine commitment to humanity will
the National Disability Insurance be missed but not forgotten.
Scheme rolls out and people

5

TREASURER’S REPORT

This is the 100th Treasurer’s report philanthropic trusts & foundations Finally, I wish to thank all the
for Travellers Aid Australia (TAA) has decreased. TAA has appointed members of the Finance, Audit and
and as it is my first, I would like to a new person to the vital role Risk Committee for their individual
acknowledge the contribution that of Business Development and contributions and the support they
all of my preceding Treasurers have Stakeholder Management and it gave me over the past year.
made. It is because of their expertise, is hoped that the media attention
dedication and assistance over the generated by our 100th anniversary
past 100 years that we are still going celebrations will help them improve
strong today. income next year.

For the Financial Year ended 30 TAA wishes to acknowledge the David Frost
June 2016, TAA received revenue of committed and generous support of Honorary Treasurer
$1,868,023 from ongoing operations Federal, State and Local Government
and incurred costs of $1,708,796 who last year provided 59% of
which resulted in a surplus of operational funding. I would also
$159,227. This surplus was 58% lower like to thank the many philanthropic
than the 2015 surplus of $382,260, individuals, trusts and organisations
however the board had approved who provided financial support.
additional spending this year on
a number of projects designed to The staff and volunteers of TAA
enhance TAA’s operational capacity have continued to provide excellent
in the future. service and support to the travelling
public in their time of need and I
It is pleasing to note that the income thank them for their commitment and
from Government service grants dedication on behalf of the Finance,
and trading activities has improved, Audit and Risk Committee.
whilst income from donations and

Income 2015- 2016 2014- 2015 Expenses 2015- 2016 2014- 2015
$% $% $% $%
Government Service 1,107,519 59 Employee benefits
Grants 1,070,667 56 expense 1,259,505 74 1,177,394 77
476,401 26
Corporate 463,391 24 Depreciation and 16,405 1 17,953 1
Service Grants & 45,887 2.5 amortisation expense
Sponsorship 78,433 4
143,554 8 121,000 6 Emergency relief 18,514 1 43,489 3
Philanthropic Trusts & expense
Foundations 00 93, 435 5 26,000 1.5 25,596 2
Fundraising & Donations 16,229 0.5 114,676 6 Occupancy expenses 23,400 1.5 16,477 1
Trading Activities 18,887 1 91,943 5 37,065 3
ER Receipts 39,221 2 Administrative expenses
Other Income 273,029 16 221,043 13
Consulting fees

Other expenses from
ordinary operation

Total Income 1,868,023 100 1,921,277 100 Total Expenses 1,708,796 100 1,539,017 100
6

OUR SERVICES AND PERFORMANCE

Transport-related to re-instate the Emergency Young males between 26
Relief program in a sustainable and 35 years old remain the
Emergency Relief way have not been successful.
All opportunities to engage in most frequent client group,
Overview appropriate partnerships to re-
establish an Emergency Relief making up more than one
Our Emergency Relief Program program will continue to be explored. quarter of all clients
helps people get on their way if
they are in a crisis situation and do Statistics As a result of the significantly
not have enough money to reach reduced program, the number
a place of safety and support. We 60% of travel assistance
provide subsidised travel tickets of services per client has
to get home, attend medical provided is to regional decreased to 1.9 services in
appointments, court hearings and Victoria and bordering
funerals, but also to provide the interstate locations. 2015-2016
ability to leave dangerous situations
and abuse. Other free services
include phone cards, access to
public internet and subsidised use
of shower facilities.

Our Performance

The loss of government funding for
the ER program in early 2015 has
had significant impact resulting in
a reduced service. The number of
services provided decreased by 64%
to 4,312 services.

In addition, assistance is now The dominant reasons for
restricted to metropolitan Melbourne requiring this service remain both
and regional Victoria, currently
supported by V/Line, Metro Trains financial difficulty and
Melbourne and PTV and contributions accommodation issues
from trusts and foundations.
So far our efforts to identify ways

Case Study car and left Selina with their two she was still very distressed and
children stranded at the hospital our staff offered her one of the
Selina came to Melbourne for without access to money or means bedrooms so she could settle
a medical appointment with to get home. and feed her children. We also
her partner and their two little provided nappies and books to
children. The hospital provided Selina with a keep the children entertained until
referral to a family violence service the train departed.
The relationship with Selina and and also referred her to Travellers
her partner had been difficult Aid to arrange tickets to get her Our staff organised the tickets,
for a while and her partner was and the two children home. took Selina and her children to
becoming increasingly abusive the platform and helped them get
towards her. After the appointment, When Selina presented at settled on the train.
Selina’s partner took off in their Travellers Aid Southern Cross,
7

OUR SERVICES AND PERFORMANCE

Pathways to Education used by schools across the state Client Experience
to raise funds for our Pathways to
Overview Education program. As part of Tegan is a 17 year old student
this pilot, the students contributed who had studied at a community
The Pathways to Education program personal stories, artwork, poems, school on the outer metropolitan
has provided young students with raps and other works of art while fringe for the last two years after
fares to attend school since 2004. Radio Joy FM helped us put numerous school settings broke
Its focus is on secondary school together a podcast which became down and subsequent bullying
students who have disengaged part of the toolkit. We are currently meant that she did not attend
from mainstream education and promoting the ‘toolkit’ to other school for a 6 month period.
are at risk of disengaging from schools and help us raise the much
education altogether. To cater for needed funds to support more Tegan has worked tremendously
their individual needs they usually young people stay in education. hard to gain grades and maintain
receive education in an alternative her studies. She was about to
setting such as community schools. move into the TAFE system and
We provide subsidised half-yearly her travel needs were to increase
and yearly student travel passes as a result.
enabling them to attend school on
a regular basis and providing these Tegan had very restricted
young people with an opportunity financial means and due to the
to complete their education and financial restraints of her family,
improve their employment prospects. she struggled to meet her needs.
Already, she limited her travel
An innovative partnership with and had scarce opportunity to
Caulfield Park Community School socialise outside of study periods
has resulted in the development due to the associated costs.
of a fundraising toolkit that can be
The opportunity provided by
Our performance in statistics Travellers Aid meant that Tegan
was not only able to get to
32 Annual Passes Total Students Place myki here and from classes, but she was
15 6 Month Passes assisted: also able to socialise and build
7 myki Top Ups essential support networks. This
54 had been a personal goal of hers
and she had worked hard toward
achieving success.

The security of knowing that she
can get to and from school and
to and from the library to study
had greatly reduced the stress
surrounding her schooling and
had been life changing for her.

Total cost of tickets: $25,500

Collect

8

Companion Service A Heartfelt Thank you

Overview Our Performance tedIryailfeiivfsnierc.ieunqlutHyiroiernsshrweagamluklaiannrdgv.ihsaTitvhseetltoorweMavtemlibsioeounnrtnpfelourbsmy y

It is exciting to be able to report The previously-known Medical wwwcatpDaohhirrutiureeitharvrriTetninitelrnhmgeogaegguiviytnesreotdlghVbalweetunofroelpgosdluharcgAnoasoaymbtvit,dlmeefieeto’grrsoeumeidMcotnrireeucyg.iaetavdnesesliatsdtccarapaosnaoflm,trfdCIttipmehonmnamaengteveipiteostoanotefnnhreav.felintrioTtconrheamaseriisenian
on a new initiative available Companion Service continues
since July 2016 when the Medical to grow with a 33% increase in aogIcptuchioistdmhreaeplmaamsnesoyuolnormgintihesgetbtaatorcpakhpmoativo,netStoamomcueontymhtesparpannencdCiiaotrnlhoisestnsto. to
Companion Service will transition service users compared with the
to become The Companion same period last year. Referral cpWoruoivltdhidoniunottgtshtaehsfeeelmtyreardieniacceadhl acmonmydpacapanproiinionngtmsveorelvnuitncset.,eeIrs
Service. In conjunction with City networks in metropolitan as well
of Melbourne, this reconfigured as regional Victoria continue to
service will continue to accompany grow and feedback reflects the
people to medical appointments, essential nature of this service.
but will also assist other cohorts, Our partnership with the City of
in particular deaf blind people to Melbourne and V/Line continues
navigate Flinders Street Station, to strengthen and demonstrates
Southern Cross Station, attend legal our ability to successfully
appointments, educational venues, work with government funders
work or meeting appointments. on a long-term basis. These
partnerships have assured the
Statistics Companion Service will continue
through 2016 – 2018.

At day’s feonrdm, tyhethbruege gaynddraivhearlftahkoeusrmjoeutroney
the train
home.

No. Services 2014 2015 2016 hI enlpowwhexicphreIsshaavpeprreeccieaivtieodntofodratthee. kindness and
provided 293 333 424 JP
24 27 35 HORSHAM VIC
Avg. No. Services
monthly

Active volunteers 20 20 20

Volunteer hours 879 1333 1140

9

1916: The beginning 1920: The migrant experience 1929: The Great Depression
Accommodation, advice and support is provided for
TAA is formed to support and protect Rest rooms are erected at Station Pier, Spencer the women flocking to the city as they searched for
women arriving in Melbourne from Street Station and Victoria Dock by 1921. The employment and housing. Introduction of a program to
overseas, interstate and rural Victoria. Travellers Aid Hostel is also built this year. help people attend medical appointments in the city

Founded in 1916 after the first World War, Travellers
Aid supported women and girls arriving in Melbourne
and travelling across the city and the state. A lot
has changed since then, but the main aim of helping
those in need of assistance has remained at the core
of the organisation during its 100 years.

Throughout the Great Depression and World War II,
Travellers Aid reunited lost children with their parents
and greeted and housed migrant families on their
way to rural reception centres. In the 1960s, with the
increase in international students from Asia under
the Colombo Plan, Travellers Aid supported young
migrants and in the late 1980s it began providing
support to people with disabilities.

Today, Travellers Aid provides a range of services
for passengers on Victoria’s public transport network,
including free information, emergency support, mobility
equipment and a buggy service for those with mobility
challenges. Our service users include people of all
ages, from across Australia (and beyond) with a diverse
range of needs. We rely heavily on our volunteer
base which has always been a crucial part of the our
continued success.

As Victoria’s public transport system expands and
becomes more accessible, Travellers Aid will continue
to play a vital role helping people move around and
live life fully.

1960: International students 1972 Doors open for men 1989 Encouraging
and the Colombo Plan TAA continues to diversify by now welcoming independent lifestyles
men, then later offering services for those
TAA supports the needs of young Asian experiencing homelessness and mental illness. The Travellers Aid Disability Service opens
students arriving to study as part of the to provide support to people with disabilities.
Colombo Plan.
10

1939: World War Two 1941 Travellers Aid holds its first 1945: Post-war migration
TAA met 7666 trains and 277 boats, and public appeal After the war, even larger numbers of women
supported 5398 girls and women, 1437 and children started arriving, including many
children with adults, 711 children alone 1942 After the fall of Singapore, from Greece and the Balkans.
and 285 youths and men. TAA welcomes 450 women and
children on two boats from the
Malay Peninsula.

Celebrating 100 Years

Travellers Aid officially launched its 100 year celebration on Thursday 14th July at Southern
Cross Station, with the unveiling of a V/Line train carriage emblazoned with the Travellers
Aid 100 year celebration livery. Our special guest at the launch was the Minister for Public
Transport, Jacinta Allan, who had the following to say about Travellers Aid:

“Travellers Aid has been helping passengers of all ages, abilities and backgrounds use
public transport for 100 years. Their staff and volunteers are everyday heroes that help
vulnerable travellers stay connected to education, employment, friends and family right
across Victoria, every single day.”

Joining the Minister for Public Transport were senior representatives of our key delivery
partners and supporters: V/Line, Southern Cross Station, Public Transport Victoria. Our
thanks go to their continued vital support as well as to the YWCA and the Country Women’s
Association of Victoria.

Alongside invited dignitaries, Board members, the CEO and staff, were a number of
Travellers Aid volunteers resplendent in period clothing adding a heritage touch to the
proceedings. Frontline staff, volunteers and some of our valued service users also played
a significant part in engaging dignitaries and the media in explaining the value of Travellers
Aid past and present.

Channel 10 covered the launch and also showcased the story in that evening’s news which
was a great piece of added publicity to help celebrate 100 years of our work.

The Travellers Aid emblazoned carriage will be a regular feature across the V/Line network.

The Next 100 years

With facilities and services at Southern Cross Station since 1916 and Flinders Street Station
and Seymour Station following, this local not-for-profit has provided simple, practical,
travel-related support, helping people move independently and confidently through the
public transport system no matter what their background. With the help of our supporters
and volunteers, we are confident of being able to rise to future challenges while adapting
to changing needs - and look forward to continuing to add value to people’s lives.

2005 New endeavours 2006 A new and 2008 A triumphant return 2009 Access to Education
improved facility Construction commences at
Travellers Aid Australia at Flinders TAA Pathways to Education program
TAA successfully operates the New purpose built facilities with Street Station and the service now provides significant support
Melbourne Mobility Centre on behalf extended operating hours opens at returns after a 40 year absence. to migrant and refugee children in
of the City of Melbourne. Southern Cross Station. danger of missing out on education.

11

OUR SERVICES AND PERFORMANCE

Buggy Service demand and assistance at SCS, 2015 2016
in particular for people who 19,995 20,384
Overview cannot step up into a buggy due 1,666 1,699
to mobility issues. The electric
One of TAA’s most renowned and mobility chair has considerably 416 424
much-loved services is the buggy less impact on busy platforms
service. This service provides making it an ideal alternative to
personal buggy pick-up and drop-off the buggy during peak periods and
within Southern Cross Station (SCS), adding value to this service. We will
train platforms, coach terminals and continue to look for ways to meet
taxi ranks. The service is for older demand in creative ways.
people and people with a disability,
mobility challenges, or sensory Statistics
impairment to ensure their safe
passage through the vast railway 2014
precinct and coach terminals at
Southern Cross Station. BUGGY JOBS 17,516
1,460
Our Performance AVERAGE PER 337
MONTH
Over the past three years, the AVERAGE
buggy service has increased 84%
and this year continues that trend PER WEEK
resulting in a service delivery
operating at full capacity. In order 64% of 61.5% are 36.5% are 12% have
for the service to sustain further service users aged over 65 aged over 75 sensory
growth, increased funding to are female years of age years of age impairment
provide more staff and equipment
is required. Peak periods, Easter, such as a visual
Christmas and Seniors Week impairment
(where funding is provided for an
extra buggy and an additional Endorsements from our Travellers Aid and they meet me
staff member to meet the increase Buggy Users on my platform, then escort me to
in demand for the buggy service) my next point of travel, whether
is a prime example of how extra My name is Danielle and I’m legally it be to another platform to catch
resources are required to meet blind. I’ve been using Travellers another train, to a taxi, to a tram or
growing demand. Aid at Southern Cross Station in to a coach service. Travellers Aid
Melbourne since I first lost my eye provides me the ability to travel
Always looking for creative sight over 10 years ago. independently from family or other
solutions, Travellers Aid has support people, and using their
invested in an additional electric Travellers Aid is a wonderful service gives my family peace of
mobility chair as a way of meeting organisation that allows me to mind, knowing that I will be safe and
the increased buggy service travel safely with confidence with will get to my destination easily.
my two-year old daughter. Every
12 time I travel into Melbourne, I call

Seymour Buggy Service Client Experience

Overview Our Performance Roger suffers a medical condition
that requires frequent trips to
In November 2014, the Seymour The Seymour Buggy Service has Melbourne.
Buggy Service was re-instated and had a significant uptake with
has since been run by a partnership 3,262 buggy services delivered Due to the remoteness of their
between Travellers Aid, V/line throughout 2015-2016. It is much property and the lack of regular
and Community Accessability Inc. appreciated by the community and transport to Melbourne from the main
The local community, in particular well supported by the locals. In centres close to them, they regularly
members of the Lions Club, are December 2015 we celebrated our travel to connect with the
contributing to the service as first anniversary. V/Line Services from Seymour
invaluable volunteers. Volunteers Station. Since the reintroduction of
contributed around 1,600 hours the buggy, Roger and Amanda have
throughout the year to ensure been able to plan their journeys to
service provision. Melbourne with a high degree of
confidence, knowing that Roger will
Statistics be able to transfer easily from any
platform on the Seymour Station.
This also removes the fear for
Amanda of driving into the city when
they visit family in Melbourne.

3,262 65%

buggy services of service users
provided are female

66yo 75yo A third of all
users is 75 years
40% old and older

Females between the
age of 66 and 75 are
the main user group

comprising 40%

13

OUR SERVICES AND PERFORMANCE

Access Service awareness is, no doubt, a Client Experience
contributing factor in the increase
Overview in usage of our luggage service, Cory has been accessing our service
mobility equipment hire and at Flinders Street Station for many
Travellers Aid Access Service internet use, all of which has led to years to get out and about in the city
operates from our Flinders Street increased revenue for this year. for work and to enjoy hobbies such
Station and Southern Cross Station as attending football.
sites seven days a week. The Providing meal and toilet
service is free of charge and offers assistance to the travelling public Cory chooses to travel to the CBD
a range of personal care and meal with disabilities has been as independently as he does not want
assistance enabling people with important as ever. The number to have a support worker with him all
varying support needs to maintain of service hours provided by our the time. He wants to be independent
their independence, to remain active qualified staff has increased by and be able to get out on his own,
members of the community, and to 362 hours. but he does need full assistance to
access work and education. eat, drink and to use the bathroom
We continue to engage with which we provide. Without our
Our Performance different levels of Government services being available to him Cory
and with transport providers to would not be able to maintain his
During the past year, a visual wrap explore what the national roll-out independence and live life fully.
has been installed around the of the National Disability Insurance
TAA site at Flinders Street Station Scheme (NDIS) will mean for
to publicise our services to the people who rely on our services
general public. This heightened while in transit.

Statistics 6,138

Hours of Service 5,776

4,950

2013-2014 2014-2015 2015-2016

14

Community Travel Our Performance Client Experience
Training
Over 2,000 people, who have never Many of the groups that we
Overview or rarely used Victoria’s public have facilitated this program for
transport system before, have taken in country Victoria have taken
In partnership with RACV, TAA is part in the information sessions the next step and used public
conducting group based transport across Victoria. Often attendees are transport to come to the city.
information sessions across Victoria those who are hesitant about using
for people with diverse service public transport due to a disability or They have also taken the opportunity
requirements. This program is designed their age. Sometimes, attendees are to visit staff and volunteers at our
to ensure that all Victorians have the those who are new to Australia and premises at Flinders Street Station
skills and the confidence they require unfamiliar with the system. and Southern Cross Station. This is a
to travel safely on public transport so great achievement for many of these
that everyone can remain engaged in In addition, we have taken up people as they have either never
everyday life and their community. partnership opportunities that further used public transport before or have
increase the reach of this valuable not been to the CBD or used transport
Statistics program. For example, we now in decades.
have a partnership with Bellarine
Community Health; combined with
their “No Fuss Bus” for residents on
the Bellarine Peninsula.

In the past 12 months

86we have conducted
sessions across
Victoria

22including

in rural and country Victoria.

The number of participants
per session varies between

10-30 people with

the total number of people
that have participated in the

2,010program being

15

OUR SERVICES AND PERFORMANCE

Mobility Equipment In addition, TAA’s partnership with Testimonial
Hire Service Public Transport Victoria (PTV)
enables mobility equipment to be It was very rewarding talking with
Overview allocated to PTV’s program “Walking Travellers Aid!
in the shoes of others”. This program
Travellers Aid Mobility Equipment is for participants to gain experience Travel is an important issue for
Hire Service, located at Flinders and insight of what it may be like to disabled people and I make a
Street Station and Southern Cross access public transport when you point of writing reports for the New
Station, provides people with mobility have a disability. Zealand Stroke Foundation so that
needs access to urban experiences. fellow members can gain information
The point of difference in our hire Other relationships where TAA regarding where to seek help
service is that the equipment can be provides essential mobility regarding mobility matters, places to
used across Melbourne on a daily, equipment include National Gallery stay, public transport, etc.
weekly or monthly basis. Mobility Victoria (NGV) and conference
equipment for hire includes: electric organisers such as International AIDS This will be my fifth visit to
and manual wheel chairs, three or Conference, Melbourne International Melbourne in the last eight years
four wheel electric scooters, walking Flower & Garden Show, Seniors’ so I am now familiar with the layout
sticks and frames, white canes and Festival and the ANZAC Parade. of the city. My main reason for this
children strollers. trip is visiting the Arts Centre and its
We look forward to extending our surrounds.
Our Performance relationships and partnerships and
promoting this valuable service I travel with a care worker thus
Our Mobility Equipment hire service further. Currently, we are discussing making getting about that much
continues to work in conjunction potential collaboration with Victoria easier and having the use of one of
with the City of Melbourne to ensure Market (when redeveloped) and the your electric wheelchair will be a
a service that will continue to Port Melbourne terminal to provide real bonus.
enable visitors and locals access access to mobility equipment.
to mobility equipment across Thank you, Leslie
metropolitan Melbourne. (from New Zealand)

Statistics 6% HIRE PURPOSE

TOTAL from
RENTALS Overseas

764 12% 35% 25%

16 from Visit family Special
Interstate /friends Events

47% 30% 10%
from
Visit Appointments
CBD

35% Regional VIC

from
Melbourne VIC

Volunteer Program

A BIG Thank You to our Volunteers

The TAA Volunteer role is a their time week after week across
challenging, rewarding and all stations and services. Volunteers
significantly more complex role are vital for the continued operation
than most volunteer roles. We offer of TAA. So, this is an opportunity
our volunteers the opportunity to for us to recognise the staggering
attend training and meetings to contribution our volunteers make
further develop their skills. That and to say thank you!
means that our volunteers are able
to contribute in reporting, submission We also thank V/Line for their
writing, researching and committing support of our Volunteer Program.

Statistics

Male Female Under 50 yo 50 yo and over 6,715

21 Total number of volunteer
37 15 43 hours in the last 12 months
No of Volunteers

Richard Stone OAM, KHS, KSG Mentoring Program and as a clinical
ethics committee member at St
Board Member until April 2016 Vincent’s Health.
Richard joined the Board of Richard was a man of great
Travellers Aid Australia in 2010 compassion and passion who
and was a valuable and ardent contributed significantly to our
supporter of our work. His special work with guidance, ideas and
responsibilities on the Board active involvement.
included being a member of the We will remember him for his big
People and Services Committee heart and generosity for those
and Convenor of the Fundraising around him, and for people and
Committee. Richard had extensive communities in need.
experience in the not-for-profit Our thoughts are with his wife,
sector and TAA benefited from his Veronica, and their children and
knowledge and wisdom. grandchildren. He will be greatly
He was also involved as a missed.
board member for CatholicCare
Melbourne, as a steering committee
member for the Victoria Police

17

ACKNOWLEDGEMENTS AND SUPPORTERS

TAA wouldn’t be in the position it is today and be able to help the lives of so many
travellers if it wasn’t for our supporters. We’d like to take this opportunity to thank all
the individuals and organisations that support us with their time, energy, expertise and
financial support.

Patron in Chief • Smart Group Government Supporters
• Safe Steps Family Violence
• His Honour Judge Howard • Australian and Victorian
Response Centre Government under the Home and
Bequest • Sandhurst Centre Community Care Program (HAAC)
• Techware
• The Henry Berry Estate • The Salvation Army • City of Melbourne
• The Mackie Bequest • The Herald Sun • Department of Health and
• Telstra
Supporters • The Westin Hotel Human Services Victoria
• Transdev • Department of Justice
• Anglicare Victoria • Transurban • Public Transport Victoria (PTV)
• AssetCo Management PTY Ltd • Uniting Church Synod of
• Community Accessability Inc. Trust and Foundations
• Country Women’s Association Victoria and Tasmania
• Victorian Council of Social • ANZ Foundation
of Victoria Inc. • Besen Family Foundation
• Deaf Blind Victorians Service (VCOSS) • Dawn Wade Foundation
• Destination Melbourne • Victorian Chamber of • Lord Mayor’s Charitable
• Grill’d
• HLB Mann Judd Commerce and Industry Foundation
• HR Legal • Victorian Tourism Industry • Public Records Office
• Lions Clubs of Victoria • Sidney Myer Foundation
• Metro Trains Melbourne Council (VTIC) • Street Smart
• On the Line • V/Line • The William Angliss Charitable
• People’s Choice Credit Union – • Website Travel
• Wilson Security Foundation (Victoria)
Community Lottery • Way Back When Consulting
• Public Transport Ombusdman
• Rotary Clubs of Victoria Historians
• RACV • Wrightway Marketing
• Skybus • Yarra Trams
• YWCA

A giant thank you to all our Board members,
Ambassadors, volunteers and donors.
We couldn’t do it without you!

18

TRAVELLERS AID BOARD MEMBERS

Lisa Bowman B.Arts, GAICD Paddy Oliver LL.B., M.Litt., M.B.A., GAICD

President; Member of the Finance, Risk and Member of the Finance, Risk and Audit Committee
Audit Committee Paddy joined the Board of Travellers
Lisa joined the Board of Travellers Aid in October 2014. He is Managing
Aid Australia in October 2010. She Director of Lexcel Consulting, a
is currently the Director of Raven management consultancy focussing on
Communication, a communication strategy, governance, and risk in the
company specialising in providing communication, financial services and professional services sectors.
consultation and stakeholder engagement services Paddy is a solicitor by qualification.
throughout Australia. Lisa is a Williamson Community
Graduate (2007) and undertakes a range of pro bono Peter Gluskie BEngMBACPPDMAICD
work in the Victorian prisons.
Member of the Finance, Risk and Audit Committee
David Frost FCA, GAICD & Fundraising Committee.
Peter joined the Board in October
Honorary Treasurer 2014. He is the Director and Principal
David is an experienced Vice of Eagle Advantage Pty Ltd, a boutique
President, Treasurer, Council member, strategy delivery consultancy. Peter
CFO and GM with over 25 years board has wide ranging experience in implementing major
level experience across the primary business transformation programs.
health, educational, consultancy
and legal fields. David has excellent finance and Denise Orchard Grad Dip B.S.RMIT, CPA
commercial skills gained from chartered accountancy,
professional and general management experience in Honorary Treasurer; Convenor of the Finance, Risk
both executive and non-executive roles - the latter at and Audit Committee
ALPMA. In addition to his strong financial skills David Denise joined the Board of Travellers
has proven company secretarial skills developed from Aid Australia in June 2005 and
the chartered accountancy profession. has held the position of Honorary
Treasurer since April 2008. Denise
Trevor Huggard AM Dip. C.E. M.I.E. (Aust), J.P has extensive experience across sales, marketing,
financial management, business development, and
Vice President; Convenor of the People and multi site management in both the private and public
Services Committee sectors. After retiring from Tabcorp Holdings Ltd.,
Trevor joined the Board of Travellers Denise established a gallery that promotes Australian
Aid Australia in October 1991. He is contemporary glass art and is a Director of The
Managing Director of Finmay Pty Australian Association of Glass Artists Ltd (Ausglass).
Ltd and Principal of Trevor Huggard
and Associates, Consulting Engineers. In addition, he Richard Stone OAM, KHS, KSG
is currently Chairman of the Seaworks Foundation,
a Panel Member of the Lord Mayor’s Charitable Board Member until April 2016
Foundation and a Board Member of the Princes Hill Richard joined the Board of Travellers
Community Centre. Trevor is a former Lord Mayor of Aid Australia in 2010 and was a
Melbourne and Councillor for over ten years. valuable and ardent supporter of our
work. His special responsibilities on
Bev Excell B.SC(Hons), FAICD the Board included being a member
of the People and Services Committee and Convenor
Member of the People and Services Committee of the Fundraising Committee. Richard had extensive
Bev joined the Board of Travellers Aid experience in the not-for-profit sector and TAA
Australia in October 2014 and has been benefited from his knowledge and wisdom. He was
a member of the People and Services also involved as a board member for CatholicCare
Committee since January 2014. Bev Melbourne, as a steering committee member for the
was formerly a senior executive at BP Victoria Police Mentoring Program and as a clinical
Australia, working in Australia, NZ and Europe. She is ethics committee member at St Vincent’s Health.
the Principal of her own business Excell By Name P/L.
Bev is an experienced non-executive director: 2000- 19
2009 on the BP Employees Credit Union then Big Sky
Credit Union; 2006-2009 on the Australasian Lubricants
Manufacturing Company and now on two other not-for-
profit boards in the education sector. Additionally, she
is an independent member of the Audit committees for
three local councils and an independent statutory body.

SERVICES AND LOCATIONS

LEGEND SEYMOUR 4
STATION
Buggy Service
CITY 1
Emergency Relief VILLAGE
Ticket Services
2 TAASTicket
Providing subsidised fares SOUTHERN CROSS
to those in distress

Internet Access

Luggage Storage
Hire

Companion
Service

Equipment Hire

STATION

FLINDERS ST 3
STATION
Pathways to Education
PATHWAYS
Enabling school children to TO EDUCATION
attend school

Transit Info

TAAS Travellers Aid

Access Service

Providing personal care to
travellers in need

SUPPORT US CONTACT DETAILS ACCESSIBILITY

Donate now City Village, Level 3 If you would like to request
225 Bourke Street an accessible version of
Visit: www.travellersaid.org.au Melbourne VIC 3000 this Annual Report, call
Donations are tax deductible. Phone (03) 9654 2600 (03) 9654 2600 or email
Fax (03) 9654 1926 [email protected]
ABN 79 004 080 862 Email [email protected]

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