Embed Size (px)
Citation preview
InvestStrategic Plan 2010–2013
Introduction:
From the Chairperson
As Chair of the Board of Kildonan UnitingCare
I am pleased to introduce Kildonan’s Strategic
Plan 2010–2013. In 2011 Kildonan UnitingCare
will be 130 years old. Our history includes a
continuous commitment to developing services
for individuals, young people, children and
families to enhance their resiliency, wellbeing
and quality of life.
We are operating in an environment of
significant change. As such, the context in
which Kildonan’s Strategic Plan 2010–2013
has been created and the circumstances in
which we are likely to operate require us to
plan and act in a flexible and adaptive manner.
In our immediate service delivery area we are
seeing fluctuating economic conditions and
government policy, changing demographics,
climate change and considerable population
growth. These are the drivers for us to provide
leadership in developing truly innovative service
delivery if we are to successfully contribute
to satisfying the needs of our clients and
communities.
Through a process of close consultation and
collaboration, we have developed a Strategic
Plan that aims to respond to these drivers of
change. Kildonan’s Strategic Plan 2010–2013
sets out the overview and goals for four
strategic focus areas which will inform the
detail of Kildonan’s Operations Plan. The Board
of Governance will use the Strategic Plan
to monitor and measure the progress of the
achievement of the stated goals and the
Strategic Plan will guide the decision-making
of the Board, the CEO and the staff.
We are committed to achieving the most
positive impact possible on the lives of
those we serve. We aim to respond to all
opportunities presented with the necessary
confidence and assurance based on the
soundly developed strategies and goals
contained in our Strategic Plan 2010–2013.
Dr Kay Stevens
Looking at the real issues
Strategy 1: Innovation and service delivery
Working with everyone
Strategy 2: Key stakeholders
Looking to tomorrow
Strategy 4: Sustainability
Planning for success
Strategy 3: Internal capacity building
Individuals and
communities
The strategy
At the core of our strategic plan are the individuals, families and communities whose lives we strive to empower
About Kildonan UnitingCare
2Kildonan Strategic Plan 2010–2013
Our Vision:Kildonan’s vision is of thriving and inclusive communities based on respect, justice and compassion for all people
Our Purpose:Empowering people to improve their lives,
through the provision of effective community
services and addressing issues of social and
economic hardship.
Our Values:We will work with clients and care for our staff
within the longstanding values of Kildonan:
• Respect
• Trust
• Compassion
• Integrity
• Justice
Our operating principles
Respond, innovate and develop• Strategically develop innovative and systemic services in response to our clients,
communities and partners.
• Encourage continuous expansion of knowledge and resources and adaptation of services.
• Foster an innovative organisational capacity and culture which produces new and exciting
approaches to achieving social and economic inclusion.
Build, deliver and sustain• Continue to build our internal capacity in order to respond effectively and efficiently to the rapidly
changing operating environment in which we deliver services and respond to the complexities
of government policy.
• Operate in a proactive and responsible manner that ensures the efficiency and sustainability
of the agency while complying with the principles of contemporary corporate governance.
• Work towards achieving cultural proficiency by promoting acceptance and respect.
Lead, contribute and advocate• Maintain our determination as advocates for social justice and willingly accept leadership
responsibilities to influence and drive decision makers and achieve the best results for our
clients and communities.
• Work collaboratively and proactively across government, community and corporate sectors
to address systemic barriers.
• Be actively involved in contributing to the success of the Uniting Church and UnitingCare locally,
regionally and nationally.
• Advocate for holistic solutions that achieve social justice for our clients and communities.
Strategy 1: Innovation and service delivery
Looking at the real issues
Our operating environment continues to grow more complex, which presents considerable additional challenges and demands a far greater focus on innovative service delivery than ever before.
We aim to continue to deliver services to
the greatest areas of current and emerging
need of our clients. In doing so, we will
identify opportunities for new services and
innovative approaches to delivery, including
applying contemporary models of intervention
and collaboration. Our strength lies in our
ability to evaluate the issues our clients face
and to develop innovative and responsive
solutions. We strive to have our services,
programs, solutions and models recognised
by government, business and industry as
best practice.
Goals:• Increase our capacity for innovation in
response to change, identify opportunities
for new services and apply contemporary
models of intervention and collaboration.
• Maintain and measure the impact of
all services.
• Work with local communities to identify
emerging needs and provide targeted and
well planned responses.
• Strive to have our services, programs
and models recognised as best practice.
• Take on leadership and advocacy roles when
necessary to achieve the best service delivery
outcomes for our clients.
4Kildonan Strategic Plan 2010–2013
Our key stakeholder strategy is critical to the delivery of innovative, integrated and quality services to the communities we serve.
Strategy 2: Key stakeholders
Working with everyone
While we enjoy an excellent reputation for
service delivery and innovation, to continue
to increase community capacity mutually
beneficial relationships with the following
stakeholders is of considerable importance:
• Clients and communities
• Staff and volunteers
• Government (Federal, State and Local)
• Community sector
• Corporate organisations
• Uniting Church
• Philanthropic groups
We will continue to be advocates for social
justice within our stakeholder sphere and
willingly accept leadership responsibilities
to contribute to achieving the best result for
our clients and communities.
Goals:• Develop effective partnerships with
community sector organisations towards
integrated solutions for clients and
communities.
• Ensure our staff and volunteers are engaged,
nurtured and recognised for the contribution
they make to the success of our organisation.
• Work collaboratively with government,
corporate stakeholders and philanthropic
groups in driving innovative social and
economic change.
• Be actively involved in maximising the
ability of UnitingCare and the Uniting
Church to develop the best strategies
for the communities we serve.
• Work collaboratively with our clients and
communities to create opportunities for
them to drive their own development and
achieve their aspirations.
6Kildonan Strategic Plan 2010–2013
At the core of our success is the dedication and skills of our people and their support of our key values.
Strategy 3: Internal capacity building
Planning for success
The sector is under ongoing pressure to
increase the quality and quantity of its
services whilst reducing the cost of delivering
those services.
There will continue to be a move towards
more collaborative service delivery, both within
Kildonan and with external stakeholder groups.
To establish our areas of impact during the
term of this plan, we will require robust
management and operational structures
and integrated systems.
Goals:• Build the internal management and leadership
capacity of Kildonan.
• Attract and retain quality and committed staff.
• Build the learning capacity of Kildonan.
• Drive continuous improvement across
Kildonan.
• Promote and instil innovation as a core
organisational competency.
8Kildonan Strategic Plan 2010–2013
Operational sustainability is paramount to our ability to satisfy increasing demands for innovative service delivery.
Strategy 4: Sustainability
Looking to tomorrow
The environment in which we operate
is changing at a rapid pace. It requires
compliance with complex government
regulation, access to a secure revenue base,
the most up to date intelligence regarding
taxation and industrial relations, functional
internal communications and records and
effective performance monitoring procedures.
In order to remain an industry sector leader and
in keeping with our commitment to achieving
best practice, we need to improve operational
efficiencies to manage and reduce costs,
diversify our revenue and income streams and
evaluate and invest in the infrastructure and
tools to enhance sustainable service delivery.
Goals:• Invest in the improvement of
operating infrastructure.
• Diversify income and revenue streams.
• Develop agile and effective performance
monitoring procedures.
• Enhance internal communication
processes and effectiveness.
• Raise the brand awareness and
profile of Kildonan and its programs
through an integrated marketing and
communications strategy.
10Kildonan Strategic Plan 2010–2013
Our Services:
Proactively responding to families and the community
12Kildonan Strategic Plan 2010–2013
Financial inclusion and energyMany Australians face financial or energy hardship.
Through a suite of education and counselling
programs and support, Kildonan educates, equips
and assists households to budget and gain control.
By improving household understanding of the
impact of selection, usage, efficiency and choice
Kildonan improves the financial and environmental
sustainability of households and families.
“I lost my home in the Black Saturday bushfires.
My home loan lender insisted that all the insurance
money be forwarded to them to pay down
the loan, leaving me with no money to rebuild.
One of Kildonan’s financial counsellors prepared
a proposal and submitted it to the lender to protect
the insurance funds and preserve access to my
existing equity and home loan. The lender agreed
to the terms and I have now rebuilt my home.”
Counselling programsKildonan’s counselling programs help individuals
and families overcome their personal difficulties.
The programs assist them to create an environment
in which their household can flourish. Engagement
is based on trust and practical support. Counselling
takes place on the client’s terms and is designed to
achieve the greatest personal outcomes.
“It was a difficult bringing up Michelle. And then one
day, she just left. So to find ourselves being made
the guardian of her one year old was something
we didn’t expect – at a time when we were thinking
about retiring. Someone suggested we talk to
Kildonan about what we were facing. We not only
got help from someone who understood what we
were dealing with, we were also introduced to others
in our position. Suzie’s now six. We’re a family.
And even better, Michelle is involved in her
daughter’s life again.”
Enterprise partnershipsKildonan works with businesses, community
groups, consumers and government, to reduce the
negative impact on all parties of poor credit practices
and poor financial literacy. Kildonan facilitates
change programs to improve understanding of
hardship and to implement practices that result in
sustainable financial outcomes for businesses and
their customers. In working with community groups
Kildonan improves financial literacy, energy efficiency
and availability of resources. Kildonan also works
with government to improve understanding
of hardship and to equip them in their dealings
with consumers.
“We are a large energy company and had been
trying to find a better way to engage with our
customers who we knew were facing hardship.
Kildonan worked with us to improve our business
practices and educate our staff about hardship.
This included training management, employees
and specifically our call centre on strategies
and tactics to more effectively service our most
vulnerable customers. While some of the outcomes
we expected, there was an extraordinarily positive
impact on our staff.”
Youth and family servicesThe adolescent and teenage years are a time
of stress for many families. Kildonan helps
young people who may be at risk of harm and
disengagement. The youth programs and activities
promote good mental health amongst school age
children. And counselling is available for those at risk
of harm. The aim is to help young people to become
participative young adults. In addition Kildonan
helps parents develop the awareness and skills they
require to respond to the needs of their children.
“When Michael was 14 he was a handful in the
classroom and as parents we were pulling our
hair out trying to figure out how we could help.
The school recognised that we needed extra help
and put us in touch with Kildonan. From Kildonan
Michael received one on one support and as a family
we used a number of the available support services
including mediation which has helped us work
through many of the issues. Looking back, Michael
calls them his black years. We agree!”
Placement and preventionVulnerable children are at risk of being removed
from their families and being placed in out of home
care. However most children do better at home with
their own families. Kildonan works intensively with
vulnerable families where there are concerns about a
child’s safety and wellbeing. Using a strengths-based
approach, Kildonan builds parenting capacity and
skills to keep families together and prevent
unnecessary out of home placement.
“Rob and Sarsha had two young children who were
at risk of harm at home. While we used to take
children out of these environments and put them
in foster care or homes, the research is conclusive –
in all but severe cases children will do better living
at home with their parents. Kildonan worked in Rob
and Sarsha’s home with them, their children and
their extended family to make it a safe place for the
children to grow up. Three years on and the family
has been taken off the high risk monitor list.”
Community developmentThere is significant growth and change in the
communities Kildonan serves often resulting in
increased vulnerability, isolation and disadvantage.
Kildonan helps the community to identify, define and
mobilise its own resources. Community development
focuses on addressing the environmental, economic
and social fixes that need to be in place to build
more resilient and better connected communities –
where individuals and families can flourish.
“I arrived here in Australia three years ago with my
family. We didn’t know anyone and didn’t even
know any English. We go to the garden in Coburg
to meet people from our new community and to
make new friends. I think I have so much to offer
and my involvement at the garden gives my family
the contacts and confidence to make it work.”
Main Office188 McDonalds RoadEpping Vic 3076P: (03) 8401 0100E: [email protected]
Coburg512 Sydney RoadCoburg Vic 3058P: (03) 9354 9900E: [email protected]
Collingwood30 Cambridge StreetCollingwood Vic 3066P: (03) 9411 0444E: [email protected]
Reservoir648 High StreetReservoir Vic 3073P: (03) 9471 0108E: [email protected]
kildonan.unitingcare.org.au
DISEGNO KIL10194
