Sylvanvale Annual Report 2015–2016

“I would like to acknowledge
the many people that continue
to make Sylvanvale successful”

The past year has been one of significant challenge critical time for Sylvanvale. Pauline will leave us in late
and change for families and for Sylvanvale as we 2016, and we will all miss her in so many ways.
progress towards seeing our business and our customers We are delighted to announce the appointment of
transition into the National Disability Insurance Scheme Leanne Fretten as our new CEO. Leanne has been
(NDIS). with Sylvanvale for 12 years, most recently as General
Manager People and Culture. Throughout her career
The NDIS will see us need to adopt a more commercial at Sylvanvale, Leanne has continually accepted the
fee-for-service structure for our customers. It is vital that challenges and displayed the leadership qualities
in a time of such significant change Sylvanvale adapts that are so vital to our success – especially in times of
to become a nimble, contemporary and efficient significant change.
not for profit organisation – whilst never forgetting our I would like to acknowledge the many people that
Mission. continue to make Sylvanvale successful: our staff,
volunteers, funders, supporters, community members
We have made significant investment in systems, and importantly our customers and carers that choose
processes and people that will enable us to be Sylvanvale to be a part of their life.
successful under the NDIS. This has included a major I also extend my thanks to His Excellency General The
investment in technology as part of Project Embrace – Honourable David Hurley AD DSC (Ret’d), Governor
which went live in July 2016. of New South Wales, for his continuing support as our
patron.
For our staff and volunteers, this year has been one of On behalf of your Board of Directors, I thank you for
change and challenge. I am proud of our people and your continued support. Together we will embrace
their capacity to adapt to perhaps the largest change the challenges ahead, and see Sylvanvale prosper for
the disability sector has experienced in a generation. many years to come.
The challenge is not over yet – over the next two
years we will steadily progress to 100% of our business Jeff McCarthy
transitioning to the NDIS by July 2018.
Chairman of the Board
Whilst Sylvanvale has been preparing our business
functions we have also needed to continue and
improve the support to existing customers so that we
are positioned to do so well into the future. We continue
to strive to be a true ‘person centred’ organisation. We
have also continued to improve our compliance and
risk management areas.

I would like to thank our people for their efforts over
the year, and in particular our CEO Pauline Stanley for
her enormous contribution over the past two years in
getting us to this point and for her expertise at such a

Jeff David John Robert
McCarthy Kelly Slack Brown

Chairman Deputy Director Director
of the Board Chairman
Appointed Appointed
Appointed Appointed 2012 2012
2014 2000

“we will see people with disabilities
being one step closer to exercising
choice and control over how they
are supported to live their lives”

As the Chairman outlined in his message, the National deliver on the requirements of each person’s individual
Disability Insurance Scheme (NDIS) will bring positive plans. We are working with our customers and their
outcomes, however, the process of transitioning the family on unique initiatives such as Enterprising Women,
entire sector poses many challenges for people with Sylvanbeats, Art with Heart, the Inclusive Classroom and
disabilities, their families and organisations. inclusive research – and are seeing great results.

1 July 2016 marked the commencement of the Our values of Belonging, Choice, Respect, Safety and
transition towards the NDIS, which will conclude by Contribution remain at the cornerstone of everything
2018. Whilst this is a positive step it will be a disruptive we do. They provide the guidance needed to help
phase, challenging our way of thinking and doing, people with a disability live the life they choose, whilst
which creates the uncertainty that we all too often find ensuring success for our organisation.
difficult.
Over the past two years our efforts have been to
I am confident Sylvanvale will effectively manage the strengthen and secure Sylvanvale’s position as a quality
transition to the NDIS and we will remain a relevant, service provider supporting people to live active lives.
contemporary, quality, not for profit provider. There is I am pleased with our progress and know this evolution
no doubt we will see people with disabilities being one will continue as the Board, our staff and our new CEO,
step closer to exercising choice and control over how Leanne Fretten, continue to adapt and make changes
they are supported to live their lives. to strengthen Sylvanvale.

Our focus over the last financial year has been I am delighted that Leanne Fretten has been
preparing the organisation for the rollout of the NDIS, appointed to the role of CEO. Her knowledge of both
while continuing to offer our customers the highest level the business and the community will be a great asset to
of support. Sylvanvale.

As 274 of our existing customers who live in the Blue My sincere thanks to our customers, their families and
Mountains, Nepean and Western Sydney begin to enter carers, staff, supporters and the Board for their ongoing
the NDIS, it is an important time for us to support them efforts. It has been an honour to work alongside
to prepare and begin talking about their needs, goals dedicated and talented people who work tirelessly to
and supports and how this may look different under the support a wonderful group of people with disabilities.
NDIS.
Pauline Stanley
We established an NDIS Transition Team to provide
assistance with the pre-planning process, positioning Chief Executive Officer
our customers as some of the best prepared in New
South Wales for the NDIS. The team is also able to assist
customers with putting their NDIS plan into action.

We have been supporting our staff as we improve our
response by way of the support we offer, so that we

For the full biographies of our Board Members please visit sylvanvale.com.au

Bethany Olga Tracy David
Taylor Stoutchilina Morgan Rafferty

Director Director Director Director

Appointed Appointed Appointed Appointed
2014 2014 2014 2015

Develop high quality Embrace a culture that supports
services that meet the needs customer engagement and
of our customers and the flexible service delivery.
choices they make.
• Your Voice, Your Choice staff satisfaction survey
• Established an NDIS Transition Team to provide in March 2016 revealed that Sylvanvale staff love
our customers with assistance with the NDIS pre- what they do and have a strong commitment to
planning process and implementation of their our mission and purpose.
plans.
• Extended our learning and development
• In November 2015, launched our new Customer opportunities for staff via a comprehensive
Management System (CMS). learning and development calendar.

• Extended our research on customer and carer • To strengthen and reinforce our values, ran
needs, including the launch of regular Customer organisation-wide values in action training,
and Carer Discussion Groups. attended by 310 people – 49 % of all Sylvanvale
employees – as at 30 June 2016.
• Launched our Safety Partnership, a relationship
designed to facilitate the safety of customers and • Commenced a new pilot project which uses the
staff. ‘train the trainer’ model to put Sylvanvale’s values
into action based on the ‘active support model’.
• Measured our performance more regularly
through Project Measure and Learn. • Ran an extensive training program regarding our
new Customer Management System (CMS), which
• Refreshed and rebranded our social businesses included 17 full day training sessions for Managers
to combine a shopping and café offering in our and Champions and 66 sessions at team meetings.
stores in Caringbah and Engadine.
• Participated in 22 expos and events throughout
• Our Moving with Life mobile wellness service ran a Sydney.
series of three workshops for customers and carers.
• Regular communications to customers, their
• Continued to work with our customers on co- families, carers, volunteers and supporters via
design of initiatives such as Enterprising Women, InForm newsletter, InFocus magazine and email
the Sylvanbeats, Art with Heart, The Inclusive alerts.
Classroom and inclusive research.

Belonging Choice Our Values Safety Contribution

Respect

We know that a We understand We honour diversity We ensure the We work with others
sense of inclusion is that choice is and difference; physical safety and value their
critical to wellbeing. a fundamental through active and health of our input as we believe
We value culture, human right and listening we support customers and this builds stronger
community support the right to our customers each other as a communities and
and two-way exercise choice and and each other priority. networks to support
communication. control at all times. to make choices individuals to
that are right for achieve their goals.
their individual
circumstances.

Improve our productivity and Be recognised
efficiency to support growth, as a leader in the
innovation and sustainability in an disability sector.
NDIS operating environment.
• Our new-look website launched in February
• Implemented a new structure in our Client Services 2016, redesigned with user-friendly navigation,
Team, now known as the ‘Support Services optimized for mobile devices and including links to
Team’, to ensure our sustainability under an NDIS translations and the National Relay Service.
operating environment
• Our NDIS Transition Team has received extremely
• Introduced a new rostering process, and created positive feedback and excellent results, and
a specialist rostering team, reducing our overtime we believe our customers are some of the best
by 60% over the last 4 months – which has enabled prepared in New South Wales for the NDIS.
us to invest the savings in other areas of our
business. • Created an internal one-stop contact point to
answer NDIS questions from Sylvanvale support
• Continued investment in our systems and staff.
processes via Project Embrace Technology.
• Continued to invest in NDIS-ready resources
• Developed RiskMan, a new online system to and tools, and launched an NDIS Pre-Planning
streamline and automate our processes for Workbook for customers.
recording and managing customer and employee
incidents and feedback. • Continued development of policy positions and
advocacy messaging to proactively respond to
• Centralised the pharmacy provider and Government policy and public debate.
medication management function for our
supported living customers, to enhance customer • Mikarie Child Care Centre a finalist for outstanding
safety and reduce the time staff spend on the Child Care Services and Sylvanvale a finalist for
administrative tasks associated with medication Outstanding Community Services in the Local
management. Business Awards 2015.

• Continued to maintain an accredited and • Presented at NDS State and National early
effective quality management system, including childhood intervention conferences.
achieving all accreditations.

Our Vision Our Mission Our Purpose

A community To empower Enable people with a
working in individuals with disability to reach their
partnership goals and achieve their
to support a disability potential by supporting
people with through their right of choice and
choice, control and providing
a disability to
live the life education, comprehensive
advocacy and personalised support.
they choose.
support.

Donors and Government Trusts and
Volunteers Foundations
• Ageing, Disability and • Department of
Our sincere thanks Home Care (ADHC) Premier and Cabinet • Ian Potter Foundation
to all our regular - Community Building
givers, legacy donors, • Australian Government, Partnership Program • Big Sister Foundation
event attendees and Department of Health
volunteers. Your gifts • Mark Speakman, MP • Lord Mayors Charitable
of time, talent and • Australian Government, Foundation – Eldon and
treasure to support the Department of Social • NSW Department of Anne Foote Trust
work that Sylvanvale Services Family and Community
does resulted in Services • Westpac Foundation
$351,228 in financial • Blue Mountains City
contributions. Council • Rockdale City Council

• Community Relations • St. George Community
Commission for a Health
Multicultural NSW
• Sutherland Shire Council

• The Department of
Education

Business and Community

• A Garden for Life • Gibson Howlin Lawyers • My Cause Gift Fund • Sourcecom

• About HR • Good Guys Taren Point • Myer Miranda • Southern Exposure
Photography
• Abtech Industries • Good2Give • N F Faulkner & Sons
• St Catherine’s Friendship
• AH Beard Pty Ltd • Greater Western Sydney • Naomi Hamilton Club
Giants Photography
• Amtek • St George Dragons
• Group M • Nexon Asia Pacific Football Club
• Association of ARP
Unitholders Incorporated • GSA Insurance Brokers • Noble Toyota • St George Sutherland
Community College
• Ausgrid • Gymea Women’s Bowling • Owen Hodge Lawyers (SGSCC)
Club
• Beauty and Balance • Pontifax Jewellers • StewartBrown
• Highland Property
• Blue Pacific Luxury • Port Hacking Potters • Sutherland Croquet Club
Scarves • Home Appliances Pty Ltd Group
• Sylvania Women’s
• Brookes Associates • IMB Bank Cook • Ray White Jannali Bowling Club
Architects Community Classic
• Ritchies Stores Pty Ltd • The Helping Hand Group
• Bunnings Kirrawee • Komatsu
• RITEQ Pty Ltd • To A Tee Promotions
• Busy Bees • Life Without Barriers
• Rohling International Pty • Total Maritime Logistics
• C & C Jewellery Casting • Lion Nathan Ltd Pty Ltd

• CAF Community Fund • Lions Club of Auburn • Rotary Club of Caringbah • Tradies (Gymea)
Lidcombe INC
• Club Central Hurstville • Rotary Club of Cronulla • Tynan Motors
• Lions Club of Lugarno Inc Inc
• Colins Butchery • Unitech IT Solutions
• Lord Mayor’s Charitable • Rotary Club of Engadine
• Consultgroup Pty Ltd Foundation - Eldon & Inc. • UnLtd
Anne Foote Trust
• Cronulla RSL • Rotary Club of Rockdale • Visual Art Taren Point
• Luigi Bormiolo City Inc
• Cronulla Sharks Football • Wehbe Investments Pty
Club • M+J Chickens • Rotary Club of Sutherland Ltd

• Cronulla Sutherland • Mangotti Handbags • Rotary Club of Sylvania • Westfield Miranda
Kayak Club
• Manton Air-Sea Pty Ltd • SAL Consulting Pty Ltd • Wilson Golf
• Delonghi
• Mc Williams Wines • Scentre Group • Xpresso Delight
• Drummonds
• McPhersons Homewares • SG Fleet
• Edmen Health Care Pty Pty Ltd
Ltd • Shimano
• Minerva School
• Electrotek Audiovisual
Services Pty Ltd • Miranda Fishing Club

• Endota Spa • Miranda RSL Sub Branch

• Express Glass • Mirvac Group

• Faulkner Plumbing • Mr Sold

• Gamney Group Pty Ltd • Mrs Fields Cookies
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