St John Ambulance SA Inc. Annual Report 2019-2020

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St John Ambulance Australia SA Inc Annual Report 2019/20

COMMUNITY CARE CHAIR’S REPORT

Our 371 wonderful clients were provided with care, connection and empowerment by our fantastic team of 327 volunteers, supported by our dedicated team of paid staff. Thank you all for embracing the changes our program has seen in recent times and to our volunteers and paid staff for ensuring that our clients still receive support and companionship to reduce the effects of social isolation. In the last financial year, our volunteers contributed 15,524 hours of their time to support our clients, equating to a staggering total volunteering value of $700,155. I am not the only one to be extremely appreciative of your enormous contributions - clients and their families were also grateful, expressing how happy they were with the services provided by volunteers. One client’s daughter shared with us that, “Community Care is so lucky to have this person as a volunteer”, “we are so impressed by her” and “her visits mean so much.” Further feedback from a client stated that “the volunteer obviously takes a lot of care in the task, very appreciative of the help from St John.” It is wonderful to hear such positive feedback and know that our clients are receiving such a high standard of care and support from St John volunteers. Throughout 2019/20, Community Care underwent a number of developments, including the introduction of the new Client Management System (Visual Care), receiving the Office for Ageing Well Positive Ageing Fellowship Grant, and the application of the new Aged Care Quality Standards with effect. The introduction of the Client Management System, Visual Care, has assisted the team in improving overall customer experience, streamlining everyday processes and ensuring accurate and timely reporting. The system has enabled bulk data upload into additional data systems and allowed a streamlined client journey from initial enquiry right through to service plans and reviews. The system also allows more tailored communications through the staff team to improve the client’s overall experience. on what future services look like to them to assist us in developing a service blueprint for the future. A Letter of Offer was received in April 2020 for $34,000 with the project timeframe originally being for a 13-month period from 1 June 2020 – 30 June 2021.The timeframe has been extended to 30 November 2021 in recognition of the disruption and impact of COVID-19. During the grant term, we will work closely with the We were successful in applying for the Positive Ageing Fellowship Grant to profile clients and active ageing volunteers

Office for Ageing Well and The Centre for Social Innovation.

clients when continuing their aged care journey, particularly into residential care. It is also very special to be able to provide families with this resource that captures precious memories and can be a lasting legacy of their life. We know that volunteers are the backbone of St John and the Community Care program, but I would like to particularly highlight the valuable connection our volunteers create between themselves, our clients, and their families. This has been evident more than ever in the last six months as we navigated a particularly tricky time for the aged care sector. Thank you all for making the best out of this situation and for continuing to provide an excellent level of care to our valued clients. Of course, our volunteer program would not be possible without the incredible support of our Community Care staff team. The way they have all adapted to changing and sometimes difficult circumstances is commendable, and I thank you all for bringing such care and professionalism to your role and helping to shape the Community Care program into what it is. Reflecting on the year that was, I am once again reminded of the profound community impact St John is having through the Community Care program and I am honoured to be part of its continued growth. I am hopeful for more positive times in the year ahead and I look forward to further exploring the innovation and opportunities that lie ahead for our sector. Thank you once again to everyone who has played a part in progressing our wonderful Community Care program.

The grant funding also includes one article to promote the program and project in the WeekendPlus, the digital seniors’ magazine that is distributed to more than 80,000 Seniors Card holders fortnightly, valued at $850. These additional benefits of the funding will have a positive impact on future directions for the St John Community Care program. The Australian Aged Care Quality and Safety Commission (the Commission) conducted various assessments during the period to ascertain the Community Care program’s COVID-19 response and readiness. St John was commended for its response to the pandemic and some of our service adaptations were shared with smaller providers to enhance their services. The focus of these assessments was primarily based around our infection control programs and ability to adapt our services to meet the needs of our population and Department of Health guidelines. I am pleased to report that St John Community Care was regarded as delivering a best practice response to COVID-19. I would like to commend the Community Care staff team and volunteers for their fantastic work in what has been a challenging time and ensuring that our clients and volunteers have remained safe while still accessing necessary services. We are fortunate to see our funding streams renewed and extended into the coming financial year, being the Commonwealth Home Support Program (CHSP), South Australian Home and Community Care Program (SA HACC), and the Community Visitors Scheme (CVS) Residential and Home Care. The Department of Human Services has been undertaking a review of the SA HACC program and it is expected that a new Community Care Program will come into effect from 1 February 2021. We will continue to follow these developments closely to understand the impacts for St John. The CVS has been significantly affected by COVID-19 restrictions, particularly in the residential care space with most face-to-face visits not permitted. The Department of Health distributed additional funding in this area in late June 2020 to support additional innovation around visits in residential care, such as implementing new technology to facilitate ongoing commmunication, particularly if a second wave of COVID-19 were to arise. In the last year, it has been wonderful to see that our Treasured Stories program has continued, even though program launches had to be deferred due to COVID-19 restrictions and precautions. The stories have proven to be a valuable tool for

I am pleased to report the continued success of the Community Care program in a time that has presented many challenges for our sector. Despite difficulties and disruptions brought about by COVID-19 restrictions, the program has continued to deliver services and outcomes for clients in line with Government guidelines, with volunteers remaining engaged and adaptive to service alterations.

Janet Finlay Chair of Community Care