97thANNUAL REPORT Making everyday travel
possible for all people
2012–2013
Our Vision
For travellers at the point of need to have
access to services which are relevant and
to assist in providing solutions with dignity.
Our Mission
To assist travellers at the point of need
and to ensure that travellers reach
their destination safely and confidently.
Our Values
Accountability, compassion, integrity, leadership
and teamwork: these are the attributes we prize
over all others. We believe in displaying these values
at all times to users of our services, our clients,
our members, stakeholders, staff and volunteers.
Our Purpose
To provide support, advice and assistance at the
point of need to the travelling public with special
requirements and to those in emergency situations.
2012–201397thANNUAL REPORT
Contents
President and Chief Executive Officer’s Report 2 Partnerships 20
A Bit About Us 4 Our Performance 22
Our People and Culture: Board of Directors 6 Future Directions 28
Talking the Talk in TAA: Staff and Volunteers 8 Communications, Marketing and Fundraising 29
Life Members 10 Acknowledgements and Supporters 30
Our Services 12 Treasurer’s Report 32
Strategic Directions 2012–2016 16 Income and Expenses 33
Successes 17 Contact Details 34
2 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
President and
Chief Executive Officer’s Report
Travellers Aid Australia (TA A) continues its focus
on providing travel support and a range of related
support services to a diverse range of clients
As Melbourne’s population During 2012-2013 we delivered The challenge with regional
increases (and ages), so too does over 212,000 services to travellers expansions is ensuring the ongoing
the demand for services at TAA. in need – this is an 11% increase funding to manage the operations.
on the previous year.
2012-2013 has been a busy year On the topic of expansion, our TAA
for TAA, which continues to provide We also answered the call to team has also grown and now includes
a vital service for so many travellers establish a pilot TAA site and we 29 staff and 43 volunteers allowing
whether it be helping elderly people were delighted to work closely us to assist approximately 500 people
off trains through to assisting young with Wodonga Council and open on a daily basis from our sites at
people travel to school. our first regional facility in the North Flinders Street and Southern Cross
East of the state. The opening at stations, our pilot site at The Cube in
As in other years, a big focus has The Cube Wodonga, has enabled Wodonga and in our administration
been on doing what we do well: us to expand our services and office at City Village in Melbourne’s
supporting people travel from share our expertise and help more CBD. Maintaining our financial viability
point A to point B independently. people. We are continuing discussions continues to be a prime focus for
with other councils around the everyone at TAA, particularly given the
viability of expanding to other areas. more challenging climate of funding
An additional pilot site in Wangaratta and fundraising we now operate in.
will open in September 2013.
Making everyday travel possible for all people 3
The TAA board and management Working with stakeholders will Our sincere thanks go to all service users,
team are working together to prioritise continue to be vital for our future. staff, volunteers, board members, funders
opportunities to ensure TAA has A key achievement during this year and stakeholders. Your support is the
the funds required to meet future was our contribution to Public lifeblood of Travellers Aid.
demands. We are pleased to report Transport Victoria’s (PTV) goal to
that our first year of fundraising improve customer service experiences
has delivered $211,807. A key for public transport users by working
focus for us in 2013-2014, will be with the Public Transport Ombudsman
on how we can continue to increase and transport operators to address
our financial reserves and be in a systematic issues. Additionally, we
position to serve Victorian, interstate worked with Tourism Victoria to create
and overseas travellers. the “Accessible Tourism – It’s Your
Business” resource kit for businesses
in Victoria to improve their accessibility. Lisa Bowman Jodie Willmer
President Chief Executive Officer
We were saddened to farewell three
TAA Life Members; Mrs Eveline Lark,
the Hon. Geoffrey Connard AM, and
Mrs Dorothy Hobson BEM. Their
loss is keenly felt within the tight knit
TAA community.
4 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
A Bit About Us
People from all walks of life use Travellers Aid services.
• Seniors • People with a disability and/or mobility chal
• Families • Travellers attending medical appointments
Established in 1916 to assist As a not-for-profit organisation, we administration and project coordination
unaccompanied women and children operate independently of government hub at City Village in Bourke Street
when they arrived into Melbourne via whilst delivering services on behalf of (a City of Melbourne initiative).
sailing ship, TAA has been providing local, state and federal governments.
services to travellers for 97 years. From Successfully accomplishing a journey,
public transport information services to We are proud to be operating from with practical assistance, can have
tangible travel assistance during a crisis, four sites: Southern Cross and Flinders an enormous impact on a person.
we strive to do our upmost to preserve Street stations, our pilot facility at We are committed to social justice and
a person’s dignity when things go awry. The Cube in Wodonga; and our providing access and equity to any
person whose path brings them to TAA.
Making everyday travel possible for all people 5
llenges • Students • Tourists • Public transport users •
in Melbourne • People facing financial disadvantage •
A Very The man was chatty but quite daughter in-law’s contact details.
Long Way confused as to why he was at His family lived in Queensland.
Southern Cross Station. The man Staff at TAA were able to contact
An 89 year old male was found wandering said that he often forgets things. the son. Our staff realised that
Southern Cross Station and was brought We were able to establish his name, the man had the early stages
into TAA by a passerby. age and the suburb of where he lived. of Alzheimer’s. The police were
The man carried on him a piece called who assisted the man
of cardboard with his son’s and back to his home.
6 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Our People Bernie Delaney
and Culture Immediate Past
President
Board of
Directors BA, Grad Dip.
Management,
Lisa Bowman AFAIM, FAICD
President
Bernie joined the TAA
B. Arts, GAICD Board in October 2002.
Formerly a senior executive at BHP Billiton,
Lisa joined the TAA Bernie has held many senior positions within
Board in October 2010. the Federal Public Service before joining
She is currently a Director BHP Billiton in 1990 to work on external
of PLUM Communication, and government relations, and mergers
a company specialising and acquisitions. In 2008 Bernie was appointed
in providing communication, consultation to the Board of the Australia Korea Foundation
and stakeholder engagement services by the Minister for Foreign Affairs. He is currently
throughout Australia. Lisa is a Williamson a Board Member of the Royal Flying Doctor
Community Graduate (2007) and undertakes Service (Victorian Section) and chairs their
a range of pro bono work in the Victorian Audit and Risk Committee. He is the Principal
prisons. Lisa is a member of TAA’s Finance of his own business DF Strategy & Advisory
and Fundraising Committee. Pty Ltd. Bernie sits on TAA’s Finance and
Fundraising Committee.
Denise Orchard
Honorary Treasurer
CPA
Denise has held the
position of Honorary
Treasurer since April
2008. After retiring from
Tabcorp Holdings Ltd. Denise established a
gallery promoting Australian contemporary glass
art. Denise has extensive experience at senior
management level across sales, marketing,
financial management, business development
and multi-site management. Her career has
covered both the private and public sectors
in the leisure, hospitality and construction
industries. She is also a board member of
the Dolphin Research Institute, a not-for-profit
organisation undertaking research and education
services relating to the marine environment.
Denise is the Convenor of the Finance and
Fundraising Committee for TAA.
Making everyday travel possible for all people 7
Trevor Huggard Peter Moran
Vice President Peter joined the TAA
Board in February
Dip. C.E. M.I.E. 2009. He is currently
(Aust), J.P the Advancement
Manager with the
Trevor joined the TAA University of Melbourne,
Board in October 1991. Faculty of Veterinary
He is Managing Director Science. Peter has 20 years experience
of Finmay Pty Ltd and in the fundraising area combined with
Principal of Trevor Huggard and Associates, a senior management roles in marketing
firm of consulting engineers. Trevor is a former and communications. Peter sits on TAA’s
Lord Mayor of Melbourne and was a Melbourne Finance and Fundraising Committee.
Councillor for ten years. He is the Convenor of
TAA’s People and Services Committee.
Dan Feldman Richard Stone
Honorary OAM KSG
Lawyer / Secretary
MAICD, FFin
B.Ec, LLB (Hons),
BA (Hons) Richard joined the
TAA Board in 2010.
Dan joined the TAA Board He is presently retained
in July 2004. He is by Effective Governance
Managing Partner of HR Pty Ltd as a Senior
and CIE Legal, with extensive experience in Advisor, from 1994 to 2011 he was an Associate
workplace relations and safety. Dan provides Director in KPMG’s Board Advisory Service.
pro-bono legal advice to TAA and also sits on An experienced not-for-profit Director, Richard
TAA’s People and Services Committee. has served as a national board member for
the Australian Red Cross and still a member
Helen Battellino of the CatholicCare Melbourne Board, the
Steering Committee for the Victoria Police
MTEc., BA, B.Com (Ecs) Mentoring Program and St Vincent’s Health
Clinical Ethical Committee. Richard is a member
Helen joined the TAA of TAA’s People and Services Committee.
Board in February 2012.
From NSW, Helen is
widely experienced in
community transport,
transport planning,
research and project management. She
currently works in the Community Transport
sector in NSW and holds positions on both
the State and National Peak Bodies. Helen
sits on TAA’s People and Services Committee.
8 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Talking the Talk Robyn Dean
Project Coordinator, Wodonga
Travellers Aid Staff
“TAA has given me an incredible
It is a testament to the diversity opportunity to get involved with
and professionalism of TAA staff the wider community.
and volunteers, that we now
provide supportive assistance Having a wonderful bunch of volunteers
to more than 500 travellers in who care about making someone’s
need or crisis on a daily basis. day easier is a delight.
Offering genuine hospitality, care
and concern are the qualities Daily, I see the stress dissipate
that enable our team to carry when we explain TAA services and
out their tasks with dedication. what we can help with in Wodonga
and Melbourne, understanding the
Our front line Client Support Officers difficulties travellers face and having
(CSOs) perform a dual role when time to listen to people. Just being
assisting people via the provision able to make that small difference
of support and information services. to improving someone’s day while
The Active Service Model (ASM) providing choices for them to remain
philosophy is embedded in all of our mobile and independent within
client communications and services their community is job satisfaction.”
delivered. The quality improvement
model provides a focus for the Rocco Fammartino
delivery of our services to assist
people to live as independently Coordinator,
and autonomously as possible. Southern Cross Station
“I have been with TAA six months
now and feel privileged to be part
of a team that is passionate and
committed to assisting and
supporting travellers in need.
It’s amazing, every team member
in the organisation, no matter
what position they are in, will
make themselves available to
work any shift at any given time,
at any location. TAA is unique!”
Making everyday travel possible for all people 9
Jyju Jossey Kate Stephens Cultural diversity
at TAA
Customer Support Officer Volunteer
At TAA we are dedicated to being
“I am proud to be part of such a “As a totally blind person I have a consistent and dependable
wonderful organisation that cares used the services of TAA for many service for travellers in distress.
about people who experience years. I was given the opportunity to It is our goal to always be here.
economic and social disadvantage. help with the promotion of some of
TAA originated nearly a century ago TAA’s services and really enjoyed it. Our dependability relies on the cultural
for a good cause – to support the When a volunteer receptionist position diversity of our team and our ability
people who are vulnerable, homeless, became vacant that suited my skills, to extend human kindness to all who
aged, and with a disability. I always I jumped at the chance to be able cross our path. Our team’s diversity
come to work with the hope of to return something to a wonderful is demonstrated by:
meeting lots of new people with organisation that has given me and
whom I can share the joy of being my family so much.” ⊲⊲ T wo thirds of our team come
a proud member of our diverse from a culturally and linguistically
team. I am looking forward to seeing diverse background;
more people around the globe and
to let them know about the love and ⊲⊲ P ersonal Communications: our
care we share. I really love this job.” team includes people who can
converse in Cantonese, Dutch,
Urdu, Punjabi, Arabic, German,
Polish, Spanish, Italian, French,
Hindi, Mandarin, Japanese,
Korean and Australian Sign
Language (Auslan);
⊲⊲ W ritten Communications: our
service brochure is translated
into seven languages: Burmese,
Chinese (Mandarin), Greek,
Italian, Polish, Sudanese Arabic
and Vietnamese. Our website
includes an online translation
service into over 20 languages.
We are proud that our team reflects the
diversity of Australian society and those
who chose to travel and explore Australia.
10 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Life Members
TAA staff, board members and
volunteers were saddened
to farewell three of our
Life Members during the year.
It has been a great privilege
to have known Eveline,
Geoffrey and Dorothy, and
our lives are richer because
of their contributions.
Mrs Eveline Lark
Eveline Bertha Hope Brown was
born at Kensington in Melbourne
on the 28th June 1916.
In May 1964 when she was almost 48,
Eveline started working for the Travellers’
Aid Society of Victoria (as TAA was
previously known) as a representative
at what was then the Spencer Street
Railway Station, and for the next
25 years, Eveline met hundreds,
if not thousands of people, with the
simple inquiry, “Can I help you?”
Aged 73, Mrs Lark retired from full-time
work, and continued to work as
a volunteer for TAA, as well as for
the Brotherhood of St Laurence
Opportunity Shop in Ormond, a role
of service which she undertook with
enthusiasm, continuing to do her weekly
stint in the Op Shop until she was 93!
Making everyday travel possible for all people 11
The Hon Geoffrey Dorothy dedicated 35 years of
Connard AM her life and time to a number of
organisations connected with the
A staunch supporter of TAA, Geoffrey Country Women’s Association.
served as President from 2000-2003
and Vice-President from 1991-1999, In 1965 she was appointed to the
bringing energy and commitment to Victorian Consumer Affairs Council
the work of TAA on top of his already and remained on the Council as
extensive roles in organisations such as a Consumers’ Representative for
Macfarlane Burnet Centre, International 15 years. It was the outstanding
Diabetes Institute and as Member for contribution in the field of Consumer
Higinbotham Province in the Victorian Affairs that earned her the British
Parliament from 1982-1996. Empire Medal (B.E.M). in the Queen’s
Birthday Honours List of June 1979.
As a key member of TAA’s “new guard”
Geoffrey was most definitely a reformer. In the 1970’s, Mrs Hobson, and
the other women on the executive,
Geoffrey Connard’s leadership Mrs Dorothy made the difficult decision to sell
placed TAA on a pathway to securing Hobson BEM The Lodge, and move services to
funding with external organisations “My Ladies Lounge” in Collins Street.
and government instrumentalities, Mrs Dorothy Hobson BEM, dedicated It was also at this time that TAA
in essence his efforts ensured that over 44 years of her life to TAA, utilising opened its services to men as the
TAA evolved from a mid twentieth her vast networks and relationships to services since our inception in
century organisation into the promote the important services that 1916 were only provided to women
modern, dynamic and innovative we provide to people who experience and young children.
entity we are so proud of today. travel disadvantage. Her link with The
Travellers Aid Society of Victoria (as we Her consideration of others
were then called) dates back to 1968. extended to encouraging her
friends, to donate money to TAA
in lieu of birthday presents for her.
12 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Our Services
TA A’s ser vices are designed to be accessible to ever yone
as we are always ready to assist clients, members of the
general public and travellers whenever they require us.
Travellers Aid care assistance. Trained staff and
Access Service volunteers assist with personal care
(TAAS) needs, meals, communication (for
people with speech impairments) and
Free Personal Care provide access to internet services.
Amenities include fully accessible
This service enables people with a toilet facilities and wheelchair/scooter
disability to participate in daily activities recharging facilities. Friends and
such as work and social activities. clients’ personal support workers
TAAS supports social inclusion and are also welcome. TAAS operates
promotes independence of service at Flinders Street and Southern
users. We are confident that no other Cross Stations and Wodonga – no
service like TAAS exists in Australia. appointment or referral is necessary.
TAA believes that every journey counts
regardless of your physical ability – Pathways to Education
travel is for everyone. People who
are vision and hearing impaired travel, Travelling to Learn
people with a disability, people is Paramount
who are frail – we all like to explore
our world. TAAS offers travellers This program is administered from
with a disability tailored personal our Southern Cross Station site.
We provide student travel passes
Making everyday travel possible for all people 13
to young people whose circumstances Studying It was not until Katie was referred
jeopardise their ability to pay for their for a bright to a youth service that she started
transport fares to and from school. thinking about what she wanted to
futur e achieve in life – and that her current
We issue monthly, half-yearly and decisions were not helpful in that
annual travel passes to students Katie, a 17 year old girl, grew up regard. Katie started to engage with
who are at risk of disengaging from in a family where the father was her youth worker and work towards
education including: abusive towards her and her mother. her goals, one of which was to
At secondary school, Katie started become a childcare worker. She
⊲⊲ Students from families of low to mingle with young people who started a VCAL course that was
socio-economic backgrounds; were not interested in attending school. offered by another youth service, and
She skipped school to spend time that catered better for her many needs
⊲⊲ Students experiencing various with her friends and enjoy the fun than a mainstream school. Teachers
stages of homelessness; and she had with them to balance the had a much better awareness of the
abuse she was exposed to at home. issues she was facing.
⊲⊲ S tudents from refugee and
migrant backgrounds. With time, she started to use drugs The youth service was able to provide
and get involved in petty crime. accommodation in a youth refuge,
This service is kindly partnered Living at home became more and but this meant that Katie had to travel
by V/Line and The Department more unbearable. When her mother to school – an expense that she could
of Families, Housing, Community separated from her father and left the hardly afford. When Katie found out
Services and Indigenous family home, Katie decided to move that TAA was able to support her with
Affairs (FaHCSIA). in with a friend. Things did not work a subsidised yearly student travel
out that well and Katie began couch pass, she was overjoyed, because
surfing. In her constant struggle it meant that she could continue
to find a couch for the night and the attending the VCAL course and
money for her addiction she gave up working towards her ultimate goal.
on school completely.
14 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Our Services
Buggy and Personal Medical Companion
Guidance Service Service (MCS)
Navigating safely through Stress relief is here
Southern Cross Station
Melbourne is home to many worldclass
Melbourne is a popular and highly specialist medical centres and experts.
desirable travel destination, but Annually, over 50,000 people travel
unfortunately not all travellers can to Melbourne from regional Victoria for
navigate Melbourne independently. medical appointments. TAA’s trained
The hustle and bustle of a large train volunteers meet travellers attending
station, such as Southern Cross, medical appointments in Melbourne
can be overwhelming and stressful. at Flinders Street or Southern Cross
TAA provides free buggy transport, stations and accompany them on
manual wheelchair access and public transport to and from their
personal guidance services. The appointments. The MCS is a milestone
service is available for anyone with – it empowers visitors to Melbourne
a disability or mobility issue, requiring by providing them independence and
assistance within Southern Cross autonomy and is delivered with a
Station. This buggy service provides genuine, warm welcome by a dedicated
a pick-up and drop-off service to volunteer. All that we ask is that if you
train platforms, bus terminals and need MCS, you let TAA know 48 hours
taxi zones. The service is free and in advance by either phone or email.
a pre-booking is preferred.
Making everyday travel possible for all people 15
Safe, supportive,
comfortable lounge
areas, toilets and
traveller advice
We now have three locations
to provide some peace and
quiet from the day’s bustle
In Melbourne’s CBD at Flinders
Street and Southern Cross stations
and in Wodonga at The Cube
travellers can access:
⊲⊲ A comfortable lounge area Mobility TAA at
with amenities; Equipment Hire City Village
⊲⊲ P ublic internet cafes for Exploring the city with ease Project and admin hub
everyone to use;
We provide this service to allow people The administration office at City
⊲⊲ Breast-feeding friendly with mobility needs (you might need Village is the project coordination
environments with baby-change; an electric scooter or a stroller for a hub. Service delivery management,
child) access to urban experiences. training, governance, marketing,
⊲⊲ F ully accessible toilet facilities The point of difference in our hire service media and fundraising activities,
with adult change tables and is that the equipment can be used finance and administration also take
ceiling hoists; across Melbourne on a daily, weekly place at this location. Additionally,
or monthly basis. Mobility equipment City Village offers long and short
⊲⊲ P ublic transport, transit and for hire includes electric and manual term luggage storage during week
tourism information; wheelchairs, three or four wheel electric day business hours.
scooters, walking sticks and frames,
⊲⊲ Sleeping rooms and showers white canes and childrens strollers.
(Southern Cross Station only); and Bookings for this service are not essential
but we encourage travellers to get in
⊲⊲ Short-term luggage storage touch with TAA via email or phone.
(Flinders Street Station and
City Village).
16 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Strategic Directions 2012 – 2016
TAA is executing our 2012-2016 TAA funding is complex, our stakeholders include all three tiers
Strategic Plan. The Plan was of government, government authorities, corporations, philanthropic
signed off by the Board in June trusts and foundations, private donors, staff, volunteers and
2012 and we commenced of course, our clients. We are comitted to good governance
implementation in July 2012. to ensure transparency, sustainability and accountability.
Goal 1 Goal 2 Goal 3
Autonomy – Independence – Sustainability – Innovation – employing
Social Inclusion Enhancing our legacy agility to be effective
We are aiming to achieve this goal via: We are aiming to achieve this goal via: We are aiming to achieve this goal via:
⊲⊲ E stablishing partnerships to deliver ⊲⊲ Establishing industry and ⊲⊲ Optimising our internal capacity;
existing and new services; government funding partners; ⊲⊲ E xpanding our reach through
⊲⊲ E mbedding the ASM and a strength ⊲⊲ Establishing independent ongoing growth and development;
based approach in every service income streams; ⊲⊲ C hanging our service mix to reflect
we deliver; and
⊲⊲ C ontinuing to implement best the needs of our clients; and
⊲⊲ C ommunicate this goal to clients, practice corporate governance; and ⊲⊲ D eveloping solutions to overcome
ensuring services are accessible
and understood. ⊲⊲ Continuing to develop our staff usage barriers and increase
via the implementation of our autonomy.
Workforce Development Plan.
Making everyday travel possible for all people 17
Successes
Travellers Aid The pilot project to establish a regional Victorian
expands to TAA facility is located at The Cube – Tourism Awards
Wodonga and 118 Hovell Street, Wodonga. The site
Wangaratta opened on 22 April with Robyn Dean TAA took out top honours being
employed as a Coordinator on board presented with the “City of Melbourne
Our Strategic Plan has growth and to generate the momentum and Award for Specialised Tourism Services”
development as a major objective community awareness required. at the RACV 2012 Victorian Tourism
and priority. This year we secured Awards. Each year, the RACV Victorian
funding for an Innovation and The aim of our Wodonga site is to Tourism Awards recognise and
Feasibility Study from the Sidney provide assistance to residents and reward the best tourist experiences
Myer Fund enabling us to expand visitors with specific needs enabling across our state and honour our
our services regionally. them to engage and participate in highly skilled workforce and promote
normal daily activities in and around award-winning products.
Stakeholders who participated the CBD of Wodonga. In our first two
in the Feasibility Study included months of operations we assisted over
Iconic Consulting, the North East 500 people – the majority of whom
Transport Connections Project, were elderly, suffering chronic medical
the Department for Planning and conditions and people with a disability.
Community Development, the
Cities of Greater Geelong, The Wangaratta pilot site will open
Wangaratta, Wodonga and TAA. in September 2013, and is located
at the King George V Memorial
Gardens in Wangaratta.
18 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Successes
Advocacy and Mobility Equipment
Representation Service
A key feature of TAA activities is The City of Melbourne’s Melbourne
our commitment to social justice. Mobility Centre at Federation Square
This year we have played a strong ceased operations on 31 December
part in providing a voice for travellers 2012. TAA is now working in conjunction
via the following: with the City of Melbourne to continue
this service in addition to our existing
⊲⊲ Nurturing our relationship with PTV, ⊲⊲ Making a submission to the mobility hire service. We have been
we have successfully advocated the Victorian government’s Service pleased to improve the service within
implementation of a refund scheme Sector Reform (a project established the TAA structure and have achieved
for the myki travel pass that is to improve the way government and the following during 2012-2013:
accessible to all travellers; the community sector work together
to improve the lives of vulnerable ⊲⊲ 3 41 equipment rentals;
⊲⊲ Our team conducted 62 presentations and disadvantaged Victorians). ⊲⊲ 60% of clients using this service
to community organisations, Our submission focussed on:
participated in six Expos and positioning TAA as a specialist reside outside of Melbourne including
distributed information on our lead agency for travel and interstate and overseas; and
services to over 400 groups. transport needs for vulnerable ⊲⊲ N early 50% of clients choose to
These outreach activities are vital and disadvantaged people; hire equipment to go to a special
to ensuring we connect regularly opportunities for better use of event in the city (sporting games,
with our referral networks, clients resources, reducing administrative concerts, exhibitions etc).
and supporters; and costs such as shared services,
mergers/amalgamations; and We are looking forward to expanding
innovation and a call for investment and further promoting this valuable
needs to be made in new products, service during 2013-2014.
technology and consulting
services for the community
services sector to solve problems,
co-create solutions with clients
and business, government,
not for profits and academia.
Making everyday travel possible for all people 19
Medical Companion HACC Community Nomination: Jodie
Service (MCS) Care Standards Bateman for the
Review SACS Leadership
Now a fully fledged core TAA service, Award 2013
we are delighted to report the following In March 2013 TAA successfully
statistics from our “Client Scorecard” passed its 2012-2013 HACC Jodie Bateman, Service Coordinator
conducted in February 2012, here Community Care Common Standards at Flinders Street Station was
is what our client’s had to say: (CCCS) Review. An improvement nominated for the SACS Leadership
plan was subsequently developed Award 2013 (Not For Profit – Non
⊲⊲ 9 7% said they will use TAA services with enhancements that could be Executive Category) for great
again; and made to our processes, procedures leadership potential and a strong
and communication to service commitment to improving the lives of
⊲⊲ 100% said they were treated with users and referral agencies as part people with a disability. Jodie has
respect and dignity by their of the ongoing quality improvement. played a significant role in changing
volunteer companion. Universally TAA’s approach in working with people
they considered that our volunteers The CCCS are part of an ongoing with disabilities. Jodie has positively
were friendly, very nice and helpful. process of reform by the Australian influenced the organisation and
Federal, State and Territory supported management, staff and
In terms of meeting and exceeding governments that has been volunteers in adopting up to date
our clients’ expectations: underway since 2005 to develop values for the disability sector.
and streamline arrangements With the implementation of creative
⊲⊲ 98% of our MCS volunteers arrive in community care. solutions, Jodie contributed to
on time to meet their client; a change in our service delivery
There are three standards: that empowers our service users
⊲⊲ MCS clients rated our volunteers and promotes their autonomy
as “excellent” 94% of the time; ⊲⊲ Effective Management; and independence.
⊲⊲ Appropriate Access and
⊲⊲ 1 00% of clients are satisfied
that their needs and expectations Service Delivery; and
are met; and ⊲⊲ Service User Rights and
⊲⊲ 1 00% of clients will recommend Responsibilities.
the service to others.
The CCCS are applicable to our
services that are partly HACC
funded, including the Buggy and
Personal Guidance Service and
the Access Service.
20 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Partnerships
During 2012-2013 TAA has consolidated Destination Melbourne organised network to not only donate funds
its partnerships with: the annual travel and tourism industry and goods and also to disseminate
professionals’ Trivia Night in May information regarding our services
⊲⊲ The Country Women’s Association 2013 raising $8,000 for TAA and and how they benefit residents in
of Victoria Incorporated; very generously provided an regional Victoria. The total funds
advertisement for us in the Official raised were in excess of $6,000.
⊲⊲ Destination Melbourne; and Visitors’ Guide to Melbourne –
⊲⊲ V/Line. with a circulation of over 1 million. Renewal of agreements with
Southern Cross Station Pty Ltd
V/Line is the principal partner of the The Country Women’s Association
MCS and in addition to supporting our of Victoria Incorporated have been TAA entered into negotiations with
quarterly newsletter, “Welcome Aboard”, exceedingly generous to TAA, Southern Cross Station to renew the
the organisation also contributed encouraging their substantial member triennial agreement. Arrangements will
$25,000 to again support the MCS. be finalised in the 2013/14 financial year.
Making everyday travel possible for all people 21
Safety and
support
Samira was a young mother of two payment, so she had funds for where they were sheltered and safe.
toddlers. When she presented at food and nappies. In the meantime When the ticket was finally booked
TAA, Samira was distressed and the Emergency Relief Officer and Samira was able to make her
in tears. She had moved to Melbourne obtained quotes for Samira to way to Station Pier to go on the
from Tasmania with her partner travel back to Tasmania and with ferry to Devonport, she was very
a few months prior and had since Samira’s consent made phone relieved and grateful.
experienced emotional and calls to other services to secure
physical abuse from her partner. contributions towards the fare. She knew that there was still a lot
ahead of her that she had to deal with,
The night before, Samira’s partner Samira and her two children spent but knowing that she was returning
had a particularly violent attack and the afternoon in one of our resting to a safe place and the support of
Samira left the home with her two rooms at Southern Cross Station, her family and friends helped her.
children, spending the night in their car.
Samira wanted to return to Tasmania,
where she had family and other
supports. Our Emergency Relief
Officer provided initial debriefing and
encouraged Samira to get in touch
with a family violence service as
well as Centrelink to apply for a crisis
22 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Our Performance
Travel Related Emergency Relief
This program assists people with some sort of travel involved. Many or flee from dangerous situations, such
solutions such as subsidised transport people take travel for granted and as violent and abusive environments.
fares for travel within metropolitan seldom think about travel being a
Melbourne, regional Victoria, interstate barrier. However, for many people A decision by PTV not to continue to
and limited international destinations. it is – either for physical or financial fund our Emergency Relief program
We provide information and referrals reasons. Through this program we meant we needed to reduce the
and a range of practical assistance can assist people in crisis, whether operating hours of this program. Despite
through our centres. it be financial or simply to reach the reduction in operating hours the
their destination. The Emergency number of services delivered remained
Getting to places is a very basic part in Relief service can include assisting high, but the number of clients we
everyone’s life. Whether we go to school people travel home or to reach were able to see and support was
or work, shopping, social activities or a place of support, to go to medical reduced. 200 agencies depend
simply return home – usually there is appointments, court hearings, funerals on TAA to make travel arrangements
for their clients across Australia.
A sad Peter had been struggling with
far ewell mental health issues for many years.
He had been taken away from his
Peter was referred to TAA by a mother and placed in institutional
metropolitan community information care as a baby, because his mother
and support agency. was considered unfit to care for him.
He had never met his mother. When
he received a phone call from his
Making everyday travel possible for all people 23
Travel Related Emergency Relief: Number of Services Notes
2012–13 12,710 ⊲⊲ Overall ER services increased by 4%
2011–12 12,255 ⊲⊲ Hygiene requests increased by 54%
2010–11 11,571 ⊲⊲ Number of clients decreased by 6%
2009–10 9,626
2008–09
3,000 6,115 9,000 12,000
0 6,000
Travel Related Emergency Relief: Cultural Identity Notes
Anglo-Australian: 73.7% (3,603) ⊲⊲ 13% of clients come from
culturally and linguistically
CALD: 12.5% (612) diverse backgrounds (CALD)
Aboriginal: 11.1% (543) ⊲⊲ T he proportion of people from
Torres Strait Islander: 0.3% (15) Aboriginal and/or Torres Strait
Both, Aboriginal and Islander backgrounds
Torres Strait Islander: 1.3% (64) remained at 13%
Unknown / not recorded: 1.1% (54)
Total: 4891 ⊲⊲ Half of clients are between
26 and 45 years old
⊲⊲ 3 6–45 year old males are the
most frequent client group
mother’s brother telling him that his most of his income on rent he did not funeral and also meet other family
mother had just died in New South have much money left for a ticket to there he had never met. When Peter
Wales, he was devastated. He felt that travel to New South Wales. Peter’s got back he told us about the sad,
he wanted to meet his mother for at least case worker made the contact to but still very helpful experience he
this last time and attend her funeral. His the local Emergency Relief agency had in attending his mother’s funeral.
case worker strongly supported this who then contacted TAA. We arranged He started saving for another ticket
decision. As Peter was on a Disability for a ticket for Peter to travel to New to go and visit his new-found family
Support Pension and was spending South Wales to attend his mother’s over Christmas.
24 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Our Performance
Thank You
Thank you again, it really is an amazing
support for our students who miss
out on so many ‘normal things’.
Linda Hammond, School Chaplain,
Lynall Hall Community School
Pathways to their Financial Management Program, currently support attend secondary
Education Program/ V/Line through a community partnership education in an alternative setting
NILS® Performance and the Invergowrie Foundation. such as at community schools,
tertiary institutions or in community
The Pathways to Education program is In order to ensure the sustainability into organisation settings. The students
part of the Emergency Relief program the future of the Pathways to Education typically try hard to finish their
and has assisted students with tickets program, it has been reviewed in education despite a high level of
to attend school since 2004. While the consultation with referring schools and disadvantage. The lack of financial
demand for the program had grown community service organisations, resources is one barrier to their goal
exponentially over the past years, relevant government departments and of finishing education and breaking
funding has decreased. The main other key stakeholders. As a result of the cycle of poverty. Through the
funders are currently FaHCSIA through the review we made significant changes provision of a half-yearly or yearly
to the eligibility criteria enabling us to student travel pass this barrier is
focus on one contained and manageable removed and the students are
target group and reduce the pressure enabled to travel to school every day
on the program. On the other hand without risking fines for fare evasion.
the changes mean that many worthy
cases miss out, and we can no longer ⊲⊲ In 2012-2013, Travellers Aid assisted
support many of the students who 65 students with 71 tickets, 55 of
relied on our assistance for years. these tickets were yearly tickets.
This is a 70% decrease in students
The new criteria focuses on students assisted compared to the previous
who are disengaged from mainstream financial year.
schooling and are at a high risk of
disengaging from education ⊲⊲ The total cost for the tickets was
altogether. The students we $28,074.
Making everyday travel possible for all people 25
No Interest Loan Buggy and Personal ensures travellers who are visibly
Scheme (NILS®) Guidance at distressed, emotionally exhausted
Southern Cross or disorientated and unable to
Our NILS® was implemented in Station (SCS) manage their luggage or reach their
2011-2012 as an alternative to our destination will be approached by
Pathways to Education program. There has been a significant increase TAA staff and offered support.
Via NILS®, TAA provides loans with in the number of new clients
no interest to low income families accessing TAA services, in particular The number of visitors accessing
for the purpose of purchasing a the buggy service. This year the our SCS lounge for information,
half-yearly or yearly student travel buggy service has increased by emergency relief, advice and a place
pass. Although the uptake for NILS® 12.6% (12,001 trips compared to to rest has increased by 12.6%
loans has been low so far, we believe 10,651 the previous year). Staff (125,649 clients compared to 111,615
in the potential of the scheme and initiative and a proactive approach to the previous year). There are number
continue to offer and promote it. assist and support travellers in need of reasons contributing to the increase
during quiet periods, has significantly of visitors including – emergency relief
contributed to the increase in buggy referrals, special events, an increase
services. This dynamic approach in national and international visitors
and extreme weather conditions.
Southern Cross Station: Number of clients assisted
2012–13 125,649
2011–12 111,615
0 30,000 60,000 90,000 120,000
26 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Our Performance
Travellers Aid Medical Companion ⊲⊲ O ur referral network has strengthened,
Access Service Service (MCS) we have good relationships with
(TAAS) organisations such as Vision Australia,
Now in its third year of operation, Regional Health Centres, Refugee
During 2012-2013 we are pleased the MCS continues to make a support organisations and Melbourne
to report that we provided over positive impact on the lives of based hospitals;
4,000 hours of personal care. travellers requiring a visit to Melbourne
The implementation of DisabilityCare to attend medical appointments: ⊲⊲ A successful fundraising campaign
Australia can potentially provide raised $76,000 to continue the
TAA with an opportunity to look ⊲⊲ The MCS has assisted over 700 service for the duration of 2012-2013;
at service delivery in new and clients with 87% of our clients
innovative ways, for example there travelling from regional / rural Victoria. ⊲⊲ 3 2% of total trips are now one-way
is an opportunity to work closer Specifically 22% of our client base trips only, this means that our
and partner with other disability came from North West Victoria clients were empowered to return
services providers. (Swan Hill, Mildura, Campaspe shire); independently home; and
⊲⊲ 24% of our clients have low or no vision; ⊲⊲ O ur partnership with V/Line has
⊲⊲ 20 active volunteers contribute nearly reached new goals demonstrating
TAA’s ability to successfully work
1500 hours to keep the MCS viable; with non-government funders on
a long term basis.
Making everyday travel possible for all people 27
Daunting leave, he waited with Karen until she
destination was taken in for her tests. A waiting
room can be a lonely place. Her
Karen heard about the MCS through second volunteer made sure she was
a friend who had recently used it there before Karen was due out so
to get to her hotel before an early that she had a friendly face waiting for
morning appointment at the her. On the way back on the tram the
Alfred Hospital in Prahran. volunteer pointed at places of interest
and explained a little more about
Karen had recently lost her husband Melbourne’s public transport system.
and after moving from Perth, she was
feeling quite isolated and had only Karen still uses the MCS but only
been to Melbourne once, coming from for new appointments in different
the airport en-route to Warrnambool. places, or for when she feels a little
company might ease the stress.
Karen’s health issues were quite serious She feels much more confident
and she rang requesting a companion about using public transport but
to take her to her medical appointment still uses the TAA Buggy service
at the Royal Melbourne Hospital. It to get to TAA and to her train as
was going to be a long day and we she finds SCS really daunting.
organised a volunteer to take her to her
appointment early and another volunteer Karen has now used the service 6
to collect her at the end of the day. times and her health is on the improve,
it’s nice to think in a simple way
The thing that impressed Karen the TAA has made her life a little easier.
most was that her first companion of
the day did not just drop her off and
28 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Future Directions
Our plans for 2013-2014 are Wangaratta Service Consultancy and
focussed on continuing to Shared Services
support clients and ensuring In September 2013 our second pilot
our long-term financial regional location will open at The Incorporating external expertise,
capacity. Our commitment King George V Memorial Gardens TAA will approach our key stakeholders
to innovation will see TA A in Wangaratta. A Coordinator based with a view to investigating the viability
develop the following next in Wangaratta will be appointed of providing consultancy services
steps and new facilities, to lead a team of volunteers providing (including a social venture or enterprise)
allowing us to continue a suite of TAA services to the in what we do better than anyone
to make everyday travel residents and visitors of Wangaratta. else – we are experts in supporting
possible for everyone. people to overcome usage barriers
DisabilityCare with additional needs or in a crisis
Australia get from point A to point B.
(National Disability The TAA Board has created a
Insurance Scheme – NDIS) working group to consider and
frame a recommendation to the
Whilst DisabilityCare Australia is Board regarding the positive gains
still in its pilot phase, the creation that could be achieved by working
of this insurance scheme provides with shared services co-operatives
opportunities for TAA to: such as “Project Streamlined”.
A shared services project would
⊲⊲ Examine fee for service and entail TAA reduced administration
membership models for clients costs, allowing more funds to be
accessing TAA services; available for service delivery.
⊲⊲ Focus on our current clients to see
how under a new funding regime we
can better assist with travel related
care;
⊲⊲ I nvestigate the creation of formal
funding agreements with other not
for profit organisations for new or
existing TAA services; and
⊲⊲ Establish an “innovation incubator”
working party within TAA’s Board
structure to drive strategic actions
including how TAA responds to the
future HACC changes scheduled for
2015 and documents such as the
Research Paper on the NDIS.
Making everyday travel possible for all people 29
Communications,
Helpful Marketing and
hiring Fundraising
To the Staff at TAA, We extend our most sincere thanks
Southern Cross Station, to all of our donors and supporters.
Without your commitment, TAA would
Please pass on our thanks not be able to assist more than 500
and appreciation to two of your people per day who visit our centres.
fine staff, Paul and Martin who
assisted my sister and I last night TAA is proud to have gained Specifically during 2012-2013,
at the Southern Cross Station. financial support from the TAA achieved the following:
Victorian community, philanthropic
My sister required and enjoyed trusts and foundations and from ⊲⊲ o ur program of regular mailing
the use of a hired wheelchair all three tiers of government. appeals, raised a total of $70,000
through your centre over the Alignment with our Strategic (including $52,000 for the MCS) to
past three days and found the Plan requires that we cast our provide for services in 2013-2014;
hiring process via email prompt net wider to develop independent,
and professional. sustainable income streams. ⊲⊲ w e initiated an innovative thank
you to donors for the MCS
We are particularly grateful to The vast majority of organisations that, campaign – a MCS and TAA
Paul and Martin for the way like TAA, operate as not for profits, are branded myki© cover;
they assisted us after we pursuing fundraising initiatives creating
returned the chair. Paul went an environment of ever increasing ⊲⊲ o ur donor acquisition program
out of his way to help us. competition. Hence our forays into this yielded an additional 465 people
arena must be creative and successful providing financial support;
Both men were happy, helpful to provide TAA with “un-tied” funds and
and very kind to us as they let the freedom and innovation to develop ⊲⊲ a concerted effort to raise our social
us store our shopping for a new services that flows from this. media profile on the Facebook
short while after returning the platform meant we increased our
wheelchair. They then assisted ‘Likes’ from 300 to 2,400.
us on to Platform 14 in time to
catch our V/Line train back to The focus of income generation Our overall goal for 2013-2014 is
Gippsland, all at a time when it this year has been to build on the to raise TAA’s brand awareness
could’ve been so difficult, given foundations created in 2011-2012 for and see substantial growth in our
that my sister cannot walk far. a suite of sustainable income streams. supporter and donor numbers.
30 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Acknowledgements
and Supporters
In 2012–2013 we worked with 78 not for profit agencies across Australia who made
financial contributions for travel related emergency relief services, and approximately
200 not for profit agencies for referrals, information and advice for clients.
Thank Please accept our thanks
You to individual donors for
their generous donations.
Making everyday travel possible for all people 31
Community Partners ⊲⊲ Community Accessability Inc Government Supporters
⊲⊲ DonorTec
⊲⊲ Country Women’s Association ⊲⊲ ER Victoria Inc ⊲⊲ City of Greater Geelong
of Victoria Incorporated ⊲⊲ Foodbank Victoria
⊲⊲ Grant Thornton Australia ⊲⊲ City of Melbourne
⊲⊲ Destination Melbourne ⊲⊲ HLB Mann Judd
⊲⊲ V/Line ⊲⊲ HR Legal ⊲⊲ City of Wodonga
⊲⊲ Iconic Consulting
Individuals ⊲⊲ Infoxchange ⊲⊲ Department of Families,
⊲⊲ Melbourne Airport Corporation Housing, Community
⊲⊲ Patron in Chief – ⊲⊲ Metro Trains Melbourne Services and Indigenous
Mrs Elizabeth Chernov ⊲⊲ Metropolitan Transport Forum Affairs (FaHCSIA)
⊲⊲ Public Transport Ombudsman
⊲⊲ Michael Pearlman ⊲⊲ RACV City Club Melbourne ⊲⊲ Department of Health –
⊲⊲ Jo Prior ⊲⊲ Skal International Melbourne Victoria under the Home
⊲⊲ Jill Ruchel ⊲⊲ Skybus and Community Care
⊲⊲ Eric Woelkerling ⊲⊲ Southern Cross Station Pty Ltd Program (HAAC)
⊲⊲ Peter Wright ⊲⊲ Techware
⊲⊲ Telstra ⊲⊲ Department of Immigration
Travellers Aid Australia ⊲⊲ The Westin Hotel and Citizenship
⊲⊲ Travelers Aid International
⊲⊲ Board Members ⊲⊲ Department of Justice –
⊲⊲ Staff Washington DC, USA Melbourne Magistrates Court
⊲⊲ Volunteers ⊲⊲ Victoria Day Council
⊲⊲ Medical Companion Service ⊲⊲ Victorian Council of Social ⊲⊲ Public Transport Victoria (PTV)
Volunteers Service (VCOSS) ⊲⊲ Rural City of Wangaratta
⊲⊲ Wodonga Volunteers ⊲⊲ Victorian Employers’ Chamber
⊲⊲ Ambassadors for Travellers Aid ⊲⊲ Tourism Victoria and Victorian
of Commerce (VECCI) Awards Unit
Bequests ⊲⊲ Victorian Tourism Industry
⊲⊲ Victorian Government’s
⊲⊲ Mrs Leslie Cox Council (VTIC) Transport Connections
⊲⊲ Mr Robert Davey ⊲⊲ Website Travel Program
⊲⊲ Joe White Bequest ⊲⊲ Wilson Security
⊲⊲ Yarra Trams ⊲⊲ Wellington Shire Council
Corporates and Supporters
Trusts and Foundations
⊲⊲ 13CABS – Cabcharge
⊲⊲ Australian Institute of ⊲⊲ Dawn Wade Foundation
Company Directors ⊲⊲ The Invergowrie Foundation
⊲⊲ Backpackers World Travel
⊲⊲ The Myer Foundation and
Sidney Myer Fund
⊲⊲ The William Angliss (Victoria)
Charitable Fund
32 Travellers Aid Australia 97 ʰ Annual Repor t 2012–2013
Travellers Aid Australia
Treasurer’s Report for 2012–13
For the financial year ended The cash on hand at 30 June 2013 TAA is confident that the work done
30 June 2013 TAA recorded a was $380,363 compared with to date in the area of fundraising
loss of $76,803 from continuing $250,175 for the prior year. will provide a platform from which
operations. Revenue from to secure future funding to meet
operations totaled $1,889,800 The significant achievements of the growing demand for services.
which was in line with the year TAA over the past 12 months were
prior but 6% below budget for only made possible by the continuing The commitment and dedication of
2012-13. The cost of continuing support of Federal, State and our staff and volunteers in providing
operations for the year was Local Government who last year excellent service and support to the
$1,699,571 reflecting a decrease provided 71% of the organisation’s many thousands of travellers in their
of 9% when compared with operational funding. time of need is greatly appreciated.
the previous year. Expenses
continued to be very tightly We also wish to thank the many Finally I wish to thank the members
controlled and ended the year philanthropic trusts, organisations of the Finance and Fundraising
7% below budget. and individuals who provided Committee for their contributions
financial support for TAA’s key and support over the past year.
programs of Buggy and Personal
Guidance, Emergency Relief, Denise Orchard, C.P.A
TAAS, Pathways to Education, Honorary Treasurer
MCS and Mobility Equipment Hire.
Detailed financial results are
Continuing to grow the organisation’s presented in our final audited
revenue base is critical to TAA statements which can be found
being able to deliver and expand at www.travellersaid.org.au
its services. This is a significant by calling 03 9654 2600 or
challenge given the ever increasing email [email protected]
competition for funds in the not for
profit sector, however the Board of
Income 2011–2012 Expenses Making everyday travel possible for all people 33
2012–2013 2012–2013
2011–2012
Government Grants: 71% Employee benefits expense: 70% Employee benefits expense: 72%
Depreciation and Depreciation and
Government Grants: 74% amortisation expense: 4% amortisation expense: 5%
Donations inc. Donations inc. Emergency relief expense: 6% Emergency relief expense: 9%
Philanthropic Trust: 11% Philanthropic Trust: 15% Occupancy expenses: 2% Occupancy expenses: 2%
Service: 10% Administrative expenses: 2% Administrative expenses: 2%
Other Income: 8% Service: 7% Counsulting fees: 2% Counsulting fees: 1%
Other Income: 4%
Other expenses from Other expenses from
ordinary operation: 14% ordinary operation: 9%
2012-2013 2011-2012 2012-2013 2011-2012
$ $
Income Expenses $ $
Government Grants 1,345,157 1,417,172 Employee benefits expense 1,373,252 1,432,296
Donations (inc.Philanthropic Trust) 211,807 287,191
Service 187,619 124,752 Depreciation and 86,269 96,200
Other Income 145,217 68,605 amortisation expense
115,990 176,850
Total Income 1,889,80 0 1,897,720 Emergency relief expense 45,695 47,403
45,365 32,514
Occupancy expenses 33,000 28,925
267,032
Administrative expenses 172,265
Counsulting fees
Other expenses from
ordinary operation
Total Expenses 1,966,603 1,986,453
SupportDtVrDoaoisn anvitt i oeawn sltwalereewt ran.xtsrdoae divwnu cet alnbltel eoe.rAsBeaaN di7sd9 s.0o0i4rsg0t8.0a8u62
Contact Details Accessibility
City Village, Level 3 If you would like to request
225 Bourke Street an accessible version of
Melbourne VIC 3000 this Annual Report, call
Phone (03) 9654 2600 (03) 9654 2600 or email
Fax (03) 9654 1926 [email protected]
Email [email protected]
Follow us! Twitter
@Travellers Aid
Facebook
travellers aid australia