ANNUAL REPORT 2016-2017

your life, your dream... our goal

“The support workers that I have are awesome and so is the coordinator”. Client

“They are excellent and can’t do enough for you and are always there when you need them”. Client

“The constant communication by email is great, if I have to contact them they get back to me immediately and are very accommodating”. Family Member

CONTENTS

02 Our Patron

03 Our Vision, Values & Philosophy

04 Our Story

05 Our People

06 Chairman’s Report

08 Chief Executive Officer’s Report

11 Client and Family Satisfaction Levels

12 Stories from the People We Support

14 Sponsorship

15 Events

17 Examples of Mosaic Residences

20 Acknowledgements

01

‘To enrich the quality of life of people with disability’

02

OUR PATRON

OUR VISION, VALUES & PHILOSOPHY

Vision

The whole focus of our organisation is summed up in our vision:

Values

At Mosaic we strive to act on our Values in what we say and what we do:

ChoiceWe enable our clients to make individual plans that allow control over their personal growth, development and quality of life

IntegrityWe hold ourselves to the highest standards of honesty and ethics

RespectWe acknowledge and value the rights of others

SafetyWe create safe environments for our clients, staff and others

InclusionOur clients and staff are enabled to engage fully within Mosaic and the broader community.

Service Philosophy

At Mosaic our philosophy of caring for our clients is fundamental to who we are and what we do:

Mosaic believes that every person we support is entitled to live in an environment of sanctuary and security – a real home

We strive for excellence and are committed to providing services which genuinely improve the lives of people with disability, and their families

We are committed to integrating Mosaic homes into their communities – seeking out groups, associations and individuals who wish to engage with, and support our clients

Mosaic aims to cultivate a 'community of care' around our clients – building bridges between clients and the communities in which they live

We acknowledge the right of each individual to have control over their own lives, and we tailor our service and support to each person’s individual needs and aspirations

We pride ourselves on the personal, one-to-one relationships our clients have with our support workers and team members.

“To enrich the quality of life of people with disability”

03

OUR STORY

GACLA (Gosnells & Armadale Community Living Association) was established in 1992 by a group of community members interested in developing improved options for their family members.

GACLA became ‘Mosaic Family Support Services Inc.’ in 2001. Chosen by Board Member, now Life Member, Lorraine deLacy, the name ‘Mosaic’ was thought to be more reflective of the many people who make up the whole organisation

In early 2005 Mosaic changed its name to ‘Mosaic Community Care Inc.’ and relocated its head office from Armadale to O’Connor

The Board of Directors developed and approved a new Vision, Values Statement, Philosophy and Strategic Objectives

April - Mosaic creates a new logo which still retains the ‘tiles’, being reflective of the many people Mosaic supports, all of whom are an integral part of Mosaic

The Board of Directors develops and approves Mosaic’s Strategic Objectives for the period 2012-2016

2011

November - a new residence named ‘Coral House’ opens in honour of the late Coral Miller who had received support from Mosaic

October - Her Excellency the Honourable Kerry Sanderson AC, Governor of Western Australia, accepted Patronage for Mosaic

October - Mosaic completes redevelopment of Reserve House Spearwood with one supported accommodation home and three independent living units

September - Mosaic opens two new homes in Brookdale

August - Rae House open in Safety Bay

July - Mosaic opened a third new home on the existing Brookdale property

2015

The first person to receive support from GACLA in 1992 is still with Mosaic.

June - Mosaic ‘re-branded’ again with a new logo which still incorporates the tile effect, but shown as a globe, signifying all-encompassing care for

people with disability

2016The Board of Directors develops and approves Mosaic’s Strategic Objectives for the five years 2016-2021

November - A new website is launched which incorporates the new branding

2017July - Grace House opens in Baldivis

1992

2001

2005

2009

In late 2005 Mosaic purchased its first residential property located in Baldivis and named it ‘Dawson House’ after the late Peter Dawson who received support from Mosaic

2012

2014

2010

04

OUR PEOPLE

Lorraine deLacy Tony Clark

The Board

Geoff Parnell, Chairman

Kevin Taylor, Treasurer

Chris Ryder, Director

Jodi Kerr, Director

Elizabeth Fergusson, Director

Virginia Miltrup, Director

Phillip Barker, Director

Rachael Skoss, Director

Frank Kellett, Chief Executive Officer / Ex Officio

Life Members

Lorraine deLacyTony Clark

Executive Team

Frank KellettChief Executive Officer

Pippa CebisExecutive Manager - Client Services

Jane DaviesExecutive Manager - Marketing & Business Development

Gemma GrosseExecutive Manager - Human Resources & Training

Merissa Van Der LindenExecutive Manager – Quality Assurance & Client Service Enhancement

Angel YongExecutive Manager - Finance & Business Services

05

CHAIRMAN’S REPORT

Mosaic’s 25th anniversary occurs in August 2017 and marks a significant milestone of an organisation that commenced in 1992 as GACLA (Gosnells & Armadale Community Living Association) by a group of dedicated community members interested in developing improved living options for their family members.

It was in 2005 that Mosaic changed its name to Mosaic Community Care Inc. The anniversary will be celebrated with an event in Government House Ballroom hosted by our Patron, the Governor of Western Australia Her Excellency the Honourable Kerry Sanderson AC, with clients, families, carers, staff and key supporters and stakeholders.

Mosaic has grown and matured significantly since its inception and has seen changes in location, management and staff, branding, systems and processes over the 25 years.

What has not changed over that time is our commitment and continued focus on enriching the quality of life of people with disability.

2016-2017 has been another challenging year for the sector. Disappointingly, expectations of a clear direction in the pricing and structure of the Western Australian and Federal Government relationship within NDIS has not eventuated and the sector is operating in an environment of uncertainty that has significant impacts from both operational and governance aspects.

There is still considerable clarification to come on the structure, operations and pricing arrangements for the NDIS that brings with it operational and financial certainty.

Despite this, our focus of maintaining high levels of client service, continuous improvement and identifying opportunities for operational

efficiencies and sustainable growth has remained strong.

Over the past year we have held a number of beneficial joint Board and executive team workshops and educational sessions which have provided a basis for constructive sharing of ideas and assisting future planning. It is intended to maintain this momentum.

Our Executive and Management Team led by CEO, Frank Kellett, has been strengthened over the year to provide a more effective client focused approach and an enhancement of our quality systems and marketing strategy.

In a time of increased competition and much uncertainty across the sector we have refocused our branding and marketing activities to ensure Mosaic is well placed for the future.

A key focus of the Board has been around the future for Mosaic in a challenging and dynamic environment. As part of this we are looking at opportunities for sustainable growth that could come from a combination of organic growth and possible mergers.

The key driver in any growth activity that we may consider is ensuring that the quality of service to our existing and future clients is maintained and where possible, improved.

2017-2018 should see further development of opportunities in this area. Board members have continued to enhance their sector knowledge and governance skills through attendance at relevant industry sector educational events.

I would like to express my appreciation for the enthusiastic commitment and constructive contribution each member of the Board has provided to Mosaic through their involvement 06

“With the close of 2016/17 year there are many exciting

initiatives that are in early formative stages and I am

looking forward to the opportunities the new financial

year brings for Mosaic, our clients and staff, current

and future.”

at Board meetings, subcommittee meetings and assistance with specific technical skills in support of some of the operational aspects when required.

I would also like to acknowledge the effective support the Board Secretary, Sue Peters, has provided to the Board.

With the close of the 2016-2017 year there are many exciting initiatives that are in early formative stages and I am looking forward to the opportunities the new financial year brings for Mosaic, our clients and staff, current and future.

Finally I would like to formally acknowledge the commitment and contribution made by CEO, Frank Kellett and his Executive team, managers, staff and volunteers during the year as well as the support of our Patron, the Governor of Western Australia Her Excellency the Honourable Kerry Sanderson AC.

Geoff ParnellChairman

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CHIEF EXECUTIVE OFFICER’SREPORT

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Whilst the Bilateral Agreement established earlier in 2017, covering the basis on which the NDIS would operate in WA, seemed to provide a basis on which to develop plans for our forward development, this turned out to be quite short lived.

Following the change of the State Government in early March, it became known that the new Government might renegotiate that Agreement. This still remains to be clarified, many months later.

In addition, the restructuring of Government departments and the absorption of the Disability Services Commission into the new Department of Communities, has further added to the anxieties relating to the implementation of the NDIS, to which the sector has become subject to in recent years.

This has created some challenges for us, as we now have clients who are subject to three funding sources, under the DSC, WA NDIS and NDIA pricing schemes. This can mean that clients who have similar support needs, each have different funding levels, depending on which source that they fall under.

We anticipate with enthusiasm that this matter will be satisfactorily resolved and the clarity and certainty needed, will soon be provided to us and the broader sector.

Notwithstanding this, as has been reported extensively in the media, many analyses undertaken indicate that the NDIS prices are unsustainable. We consider a strong operating surplus as an essential underpinning of our

client outcome objectives, which will become increasingly challenged under the NDIS pricing rates.

Despite these challenges, our investment in many of the initiatives undertaken over the year, with respect to our NDIS operational readiness preparation, including the recruitment of our new Executive team, our rebranding and Internet SEO marketing and further client and staff satisfaction research, has provided positive improvements in our overall performance.

Resulting from this, whilst these planned investment initiatives were known to carry significant costs, which would impact our operating surplus, our financial year 2016-2017 has been a year in which we have achieved significant growth in our Accommodation and Community Access Services which aligns with our Strategic Plan growth trajectory out to 2021.

We have made important progress in the upgrading of our houses, all with the objective of creating the most homely settings for our clients. This included major renovations at two of our houses in Kenwick and Safety Bay. It is our aspiration to provide the highest standard of accommodation which can become a benchmark for the sector.

We consider this to be an important element in the achievement of our vision, to enrich the quality of life of people with disability.

We have strengthened our operations management team for Community Access and Support Services, given that there is a significant increase under the NDIS in the numbers of people with disability who will receive funding for these services.

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This has seen the number of clients for these services increase progressively over the year, as well as the provision of these services to our Supported Accommodation clients.

During the year we have also made further investments in training and upskilling of our front line workforce teams, who every day do the work for which we stand as an organisation, to achieve our client outcome objectives.

As well, we have sought to focus training to embed the vision and values which we hold as the reason for our existence, as defined by our brand pillars of Dedication, Service Excellence, Sharing Experiences and Responsiveness.

We very strongly express our appreciation to all of our Operations Team Members, employees and our Executive Management, for their dedication and commitment to our headline objective to enrich the quality of life of people with disability.

The disability sector broadly embraces the foundation principles of the NDIS expressed through the principles embodied in the NDIS Act, stated as –

“To support the independence and social and economic participation of people with disability”

“To promote the provision of high quality and innovative supports that enable people with disability to maximise independent lifestyles and full inclusion in the community”

“To enable people with disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports”

However, these high level aspirational outcomes can only be achieved by a vibrant disability sector, which is enabled to operate under a sustainable pricing regime.

It is to be hoped that the various research studies into sustainability and pricing will ultimately result in recognition of this inextricable reality.

“We very strongly express our appreciation to all of our Operations Team Members,

employees and our Executive management, for their dedication and commitment to

our headline objective to enrich the quality of life of people with disability. “

Income Types

SA CAS House Income

SUPPORTEDACCOMMODATION

COMMUNITY ACCESS & SUPPORT

HOUSEINCOME

Income

Continued next page...

EMPLOYMENT

OTHER

PROPERTYHOUSE EXPENSES ADMIN

Operating Expenses

1010

The 2016–2017 financial year has been an exciting time for our clients and staff, as we reflect on the achievements of the past 25 years and look forward to the opportunities afforded by the rapidly changing environment of disability services in Western Australia, as the NDIS rolls out.

We were also able to grow our accommodation services to more clients, with the opening of Grace, Rae and Kenwick houses, during the year.

As part of our commitment to providing individualised support for the clients who receive our accommodation support services, we strive to provide innovative services that are responsive to the changing needs of our clients. This means being open to changing the way that we do things. This past year we have made improvements large and small to many areas, some in front line support and others, no less important, behind the scenes. These include:

• Expanding our Community Access Supports (CAS) team that works with clients to help them to better access their local community for recreation, leisure, employment or volunteering, building important linkages back into their local community.

• Working closely with clients and their families to help them transition successfully from the old system under the Disability Services Commission to the new models of the NDIS and the WA NDIS, and supporting them to achieve better choice and control through this process.

• Implementing a “values based” employment system, with Staff hired not just on their technical expertise, but also for the extent that their values align with those of Mosaic. The result is a staff team who understands that it is important to support our clients to achieve their life goals and are willing to work together to do this.

CHIEF EXECUTIVE OFFICER’S REPORT (cont.)

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• Introducing an organisation wide employee engagement plan, working with staff to enable them to give their best each day, be committed to our goals, aligned with our values, motivated to contributing to our success, whilst having an enhanced sense of their own well-being.

• Introducing an open learning system enabling staff to access online best-practice education modules, with the convenience to undertake these at a time that best suits them.

• The ongoing development of our Positive Behaviour Support Team and Positive Behaviour Support Panel, providing support and guidance around managing complex behaviour needs

• A range of quality service improvement initiatives including our internal audits, reviews and improvements to our policies, procedures and practices and increased focus on understanding client needs and safeguarding requirements.

• Strengthening our Occupational Safety and Health practices to ensure our staff, clients, volunteers, contractors and visitors have access to safe working and living environments.

Whilst we continue to successfully provide services to clients under the NDIS, WA NDIS and non-NDIS funding regimes, along with other sector providers, we are keen to learn what the final outcome on whether the State or Commonwealth model of the NDIS will be implemented in WA.

In the coming year we expect to implement further changes to ready the organisation, staff and our clients for the NDIS. We have strong confidence that we will be able to continue to support clients to meet their goals and aspirations to lead their best possible life, notwithstanding the decision on which model we will operate under.

Frank J KellettChief Executive Officer

OPERATIONS

OVERALL HAPPINESS WITH SUPPORTED ACCOMMODATION

92% of clients and/or family members were either Extremely

Satisfied (80%) or Very Satisfied (12%) with the quality of

supported accommodation at Mosaic, a 1% increase on the

previous year.

HAPPINESS WITH SPECIFIC ASPECTS OF SUPPORTED ACCOMMODATION

Shower & toilet facilities 98%

Bedrooms 96%

Variety of activities 88%

Friendliness of other residents 86%

Quality of food 82%

AREAS FOR IMPROVEMENTThere were some suggestions for

improvement relating to:

Activities

Staff retention

Communications

Training

Response actions have been

progressed to address these points.

QUALITY OF SUPPORT97% of clients and/or family members were either Extremely

Satisfied (84%) or Very Satisfied (13%) with the quality of

support received from Mosaic. This was an 8% increase on

the previous year.

PERCEPTION OF CARERSMosaic scored highly on the following measures:

Being helpful 95%

Explaining things easily 95%

Being friendly 95%

Being caring 94%

Respecting you 93%

Client and Family Satisfaction Levels

Figures based on a Client Satisfaction Survey undertaken by an independent research company during November/December 2016.

“The staff are very friendly and treat my son with respect - nothing is too much trouble”. Family Member

“They are excellent the way they look after my son - he is very happy and so am I with the way they assist him; there is a lot of understanding there”. Family Member

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STORIES FROM THE PEOPLE WE SUPPORT

Enter Emily…

Just before Christmas Judy welcomed Emily the kitten. At the Mosaic Christmas party Judy showed everyone Emily’s picture and was proud that she was taking care of everything such as vaccinations and desexing with her own money.

Emily couldn’t have a better friend in Judy, she spends her days sleeping on Judy’s bed and running around in the garden, but is always inside with Judy come night time.

When asked “what now Judy, what are your new goals now that you have your own home and Emily?” Judy thought for a while and said “I’d like to go to Tech. I went once before.”

When asked what she’d like to study Judy said “I’d like to learn to read and write. I’d like a blackboard and chalk so I can practice. And I’d like to work in an animal shelter again.” These are options for Judy that are currently being investigated.

Judy does not like to be photographed or filmed and also doesn’t want photos taken of her unit but she is happy for Emily to be photographed.

Judy has been supported by Mosaic for over five years. Before coming to Mosaic Judy was living independently, but her situation changed and she required increased support.

Initially Judy lived in supported accommodation but she really wanted to go back to living on her own. Judy doesn’t like to go out much but does like to spend time alone in her own space, doing her own thing.

In September 2016 Judy moved to Rae House in Safety Bay. Rae House, as well as providing supported accommodation in the main house, also has a more independent unit. Judy moved into the unit, located in the landscaped rear garden, and placed within 10 metres of the main house. She is supported by staff throughout the day and also has an emergency buzzer should she need immediate assistance.

On the day Judy moved into her new unit she was incredibly excited as all her new furniture was moved in and set up. The unit is brand new and has a living area with kitchen and a separate bedroom with ensuite. Access from the unit is directly into the garden and Judy happily observes and feeds the birds in the garden from her patio.

Judy is cheerfully self-sufficient, managing most daily tasks on her own, with support from the Rae House team.

Aside from living independently, another goal of Judy’s was to have a cat. Previously she had volunteered at an animal shelter and would dearly love her own cat.

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Judy

STORIES FROM THE PEOPLE WE SUPPORT

Daniel has been supported by Mosaic since 2004 when he moved out of a group home into his own flat.

Daniel receives community access and in-home and drop-in support from Mosaic. His team of four support staff work closely with him to assist him to maintain his routines and extend his social activities.

Daniel sets his own goals and decides how he will achieve these goals with the support of Mosaic staff.

Daniel speaks very highly of his team. Without the team “I would not have lived so independently to this degree. They have helped me with budgeting, food preparation, regular cleaning and house inspections – which I pass every time!”

Recently Daniel has also begun managing his own medication which has been a tremendous step forward.

Four and a half years ago, after a minor health scare, Daniel decided he would quit smoking. “This was a decision for both health and money reasons and my support team really backed me up, praising me and reminding me why I was quitting ”.

The team set up a saving plan where Daniel put all the money he would have spent on the cigarettes in a savings account. The plan was that when there was enough money Daniel could go on a holiday to Melbourne.

Daniel was successful in this endeavour and it is now a regular routine for Daniel to save and go on holidays.

Another goal was to be fit and healthy so, with team assistance, Daniel developed a daily workout program.

Daniel gets up and completes an hour of exercise most days. Daniel is proud of his improved physique and says “Doing my exercise and walking in the afternoon helps me to not get anxious as much”.

The team has also spent time assisting Daniel to develop daily routines. Daniel works 2 days a week and on these days Daniel will get up, exercise, make his own lunch and get ready for work.

Daniel has also established routines around shopping, cleaning and appointments on particular days, which all assist him to live a life with less anxiety.

Daniel’s Mum says “Daniel has made a complete turnaround with his life which he would not have achieved without Mosaic. He could not have done it on his own! When he is having down times the staff are there with him and support him. If I am not around I know Daniel has a life, which is all I wanted for him – a home, a strong Mosaic support team and some social activities. He has come a long way!”

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Daniel

SPONSORSHIP

‘As We Are’ Art Awards

For the last several years Mosaic has been a sponsor of the Art As We Art Awards.

This annual event is a state-wide art award and exhibition open to all Western Australian artists aged over 18 who have an intellectual disability.

In 2016 Philip Smoker, one of Mosaic’s long term residents, entered a piece titled ‘Flowers’.

It was purchased by Mosaic and hung in the CEO’s office until Philip’s passing, at which time it was presented to his family.

WA Disability Support AwardsIn 2017 Mosaic sponsored the WA Disability Support Awards for the first time.

Recognising and rewarding excellence, the Awards showcase the disability sector as a place of innovation, employment and careers.

FranK J Kellett presented the Award for ‘Excellence in Personal and Community Support’ and a number of Mosaic Staff and clients attended the awards presentation evening.

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Several Mosaic support teams were nominated for their work with clients:

Daniel - and his team of Community Access Support Workers

Judy - and the teams from Greenwich House and Rae House

Billy - and the team at Dawson House

WA Disability Support Awards & ‘As We Are’ Art Awards

EVENTS

Mosaic’s Mozzie Club has been running for 10 years. Staffed by support worker volunteers and led by House Coordinator Mark Nelson and his wife Margaret Nelson, the club holds regular events throughout the year that bring together clients from all of our houses.

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Events in 2016-2017 included lunches at the casino and a Chinese banquet, visits to a reptile park and community carnivals, a disco, bingo, a quiz/trivia afternoon, a bowling tournament and the Mozzalympics.

Mosaic clients also attended a number of disability sector events, most notably the 2016 NDS Celebration of International Day of People with Disability and the 2017 Disability Service Awards, both held in the Crown Ballroom.

Mozzie Club & Others

“They are very genuine, They offer us every service available to us and they are clear with everything”. Family Member

“Support workers that I currently have are awesome and so is the coordinator.” Client

“It is a good place; they care about people; give self-esteem.” Client

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©2017 Mosaic Community Care Inc.

EXAMPLES OF MOSAIC RESIDENCES

Kellam House

Ravenglass House

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©2017 Mosaic Community Care Inc.

EXAMPLES OF MOSAIC RESIDENCES

Rae House

Kenwick House

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Grace House

Mosaic Residences...

Warm, welcoming and homely with modern facilities and staffed 24/7 by experienced and caring staff

ACKNOWLEDGEMENTSMosaic would like to thank the following organisations for their support.

PO Box 2125 Palmyra DC WA 69619a Keegan Street O'Connor WA 6163

Call us on 08 9314 5244Email us at admin@mosaiccc.orgVisit our website www.mosaic.org.au

Disclaimer: All information contained in this document is for reference only and to the best of our knowledge, correct and accurate at the time of printing.

©2017 Mosaic Community Care Inc.