CareCareCareCareRing Ring Ring Ring ReportReportReportReportSupporting vulnerable customers together

1 January 2015 – 31 December 2016

CareRing is supported by:

1. Introduction 1

2. Summary of Key Findings 2

Case Study 1 -Adrian& Rita 3

3. Customer Snapshot –who we saw 4

3.1 At a Glance 4

3.2 Financial Indicators 5

3.3 Presenting Issues / Vulnerabilities 6

Case Study 2 - Larry 7

4. Service Snapshot –what we did 8

4.1 Services Provided 8

4.2 Assistance Provided 9

Case Study 3 -Angela 10

5. Outcomes –how we assisted 11

5.1 Customer Outcomes 11

5.2 Partner Outcomes 14

6. Looking Forward 15

Table of ContentsTable of ContentsTable of ContentsTable of Contents

Information in this report is not to be reproduced without the prior permission of Kildonan UnitingCare.

Please note, all images depicted in this report are not of actual clients.

1111. Introduction. Introduction. Introduction. Introduction

CareRing Report Page 1

Kildonan UnitingCare (Kildonan) is pleased

to present the third report on CareRing,

covering the period 1 January 2015 to 31

December 2016.

This report outlines the key achievements

and learnings from this innovative

partnership with the corporate sector.

In 2016, NAB, Origin Energy and Jemena

joined CareRing and in mid 2017, we

extended CareRing across Australia.

CareRing, designed by Kildonan, is a

holistic approach to supporting and

empowering vulnerable customers. It

provides a single point of contact via

trained Kildonan staff to tackle all issues

facing a household.

In 2015 CareRing:

• Supported 2,492 people, impacting

almost 7,500 household members

when taking household size into

account.

• Provided two or more types of

services to 88% of the people it

supported.

• Provided support other than

financial to 2 in 5 people.

• Made 86% of people feel more

aware of their options and 82%

feel that they now have more

skills and knowledge to deal

with financial difficulties.

• Helped 96% of people feel their

needs were understood and

respected.

• Assisted an average of 73% of people

reduce their household debt levels

and an increase in engagement with

corporate partners.

The top five issues impacting people

referred into CareRing in 2016 were:

• Unemployment

• Accident/severe illness

• Mental health

• Literacy/language barriers

• Family violence

In mid 2017, Kildonan and 21 other

founding UnitingCare agencies in Victoria

and Tasmania are joining together to

become Uniting. Uniting will strive to

inspire people, enliven communities

and confront injustice.

Stella Avramopoulos

CEO - Kildonan UnitingCare

2222. Summary of Key Findings. Summary of Key Findings. Summary of Key Findings. Summary of Key Findings

Customers referred Customers referred Customers referred Customers referred

achieved a achieved a achieved a achieved a

reductionreductionreductionreduction

in debt in debt in debt in debt levelslevelslevelslevels

2,4922,4922,4922,492people supported people supported people supported people supported

since program since program since program since program

inceptioninceptioninceptioninception

86% 86% 86% 86% of people of people of people of people feel feel feel feel

they are more aware they are more aware they are more aware they are more aware

of their of their of their of their options post options post options post options post

CareCareCareCareRing Ring Ring Ring supportsupportsupportsupport

Inability to pay Inability to pay Inability to pay Inability to pay

utility billsutility billsutility billsutility billsthe main cause of the main cause of the main cause of the main cause of

financial stressfinancial stressfinancial stressfinancial stress

624 624 624 624 external external external external referrals referrals referrals referrals

were madewere madewere madewere made

24% 24% 24% 24% of people of people of people of people

referred are referred are referred are referred are receiving receiving receiving receiving

some kind of wagesome kind of wagesome kind of wagesome kind of wage

1 in 3 1 in 3 1 in 3 1 in 3 people people people people

referred presented referred presented referred presented referred presented

with more than one with more than one with more than one with more than one

vulnerabilityvulnerabilityvulnerabilityvulnerability

Over Over Over Over 900 900 900 900 instances instances instances instances

of vulnerability not of vulnerability not of vulnerability not of vulnerability not

financial in naturefinancial in naturefinancial in naturefinancial in nature

1,4001,4001,4001,400instances of support instances of support instances of support instances of support

providedprovidedprovidedprovided

88% 88% 88% 88% of people of people of people of people

referred received two referred received two referred received two referred received two

or more types of or more types of or more types of or more types of

servicesservicesservicesservices

CareRing Report Page 2

Case Study Case Study Case Study Case Study –––– Adrian & RitaAdrian & RitaAdrian & RitaAdrian & Rita

“I feel like things cannot go on the way

they are. Things might have to get

worse before they can get better but

they cannot stay like this, we cannot

live like this anymore”.

Adrian & Rita’s StoryAdrian & Rita’s StoryAdrian & Rita’s StoryAdrian & Rita’s Story

Adrian and his wife Rita live in the family home with their adult son Tom and teenage granddaughter. Tom has drug and gambling issues, is unwilling to receive assistance and intimidates the household. He is also violent and unpredictable. Financially, the family are also struggling with Tom often taking money, leaving his parents with very little for food and bills and to support their granddaughter with school expenses. Adrian and Rita are also struggling with high utility bills. The family has become isolated with friends and other family members refusing to visit the house.

How CareHow CareHow CareHow CareRing Ring Ring Ring assisted assisted assisted assisted Adrian & RitaAdrian & RitaAdrian & RitaAdrian & Rita

• The Utility Advisor was able to apply for a Utility Relief Grant (URG) and place their utility bill on hold. Safety issues were identified when Tom returned home during the initial visit.

• The Client Support Worker (CSW) assisted the family by consulting with the police station regarding an application and summons for an Intervention Order (IVO). Information was also provided regarding what to expect in court on the day of court proceedings and possible outcomes and conditions of the IVO.

• A referral was made to legal aid and the CSW provided support throughout the court process.

• Information was also provided about supports available to address substance abuse and gambling issues and a referral was made to the No Interest Loan (NILS) program for the purchase of an iPad for their granddaughter for school.

The OutcomesThe OutcomesThe OutcomesThe Outcomes

• An IVO is now in place and the knowledge provided by Kildonan’s CSW gave Adrian with the confidence to discuss with Police Officers and Magistrate, the conditions and care for his Granddaughter and has allowed Tom to remain living in the family home for the time being.

• Adrian and Rita feel more confident in being able to take steps to address future difficulties.

• Adrian has also been contacted regarding the NILS loan to purchase the iPad for his Granddaughter.

CareRing Report Page 3

3333. Customer Snapshot . Customer Snapshot . Customer Snapshot . Customer Snapshot –––– who we sawwho we sawwho we sawwho we saw

3333.1 At a .1 At a .1 At a .1 At a GlanceGlanceGlanceGlance

6%

7%

9%

21%

27%

29%

0% 10% 20% 30%

Family (couple no children)

Group Household

Family (other)

Single (no children)

Family (couple with children)

Family (lone parent)

Household Composition (925 people)

1%

1%

2%

3%

12%

40%

40%

0% 10% 20% 30% 40% 50%

Transitional Housing

Rent Free

Homeless

Boarding

Renting Public

Own or are purchasing

Renting Private

Housing Tenure (917 people)

• 2,492 2,492 2,492 2,492 people were supported people were supported people were supported people were supported

through Carethrough Carethrough Carethrough CareRingRingRingRing with 69% being female.

• When household size is taken into account, the reach extends to just under 7,500 household 7,500 household 7,500 household 7,500 household membersmembersmembersmembers.

• Families amilies amilies amilies consisting of a lone consisting of a lone consisting of a lone consisting of a lone

parent and their child parent and their child parent and their child parent and their child remains the most common household type seeking support.

• As a result, over two thirds two thirds two thirds two thirds

continue to be small households continue to be small households continue to be small households continue to be small households

(1-3 people) and just under a third have 4-6 people in the home.

• There has been a small decrease in There has been a small decrease in There has been a small decrease in There has been a small decrease in the percentage of people the percentage of people the percentage of people the percentage of people referred referred referred referred who who who who rent privatelyrent privatelyrent privatelyrent privately ((((40%)40%)40%)40%) with 40404040% % % % owning owning owning owning or or or or purchasing purchasing purchasing purchasing their hometheir hometheir hometheir home.

• There has been a slight increase in the number of people referred through who are homeless.

• More than 1 in 4 people referred More than 1 in 4 people referred More than 1 in 4 people referred More than 1 in 4 people referred

are aged 39 and under; are aged 39 and under; are aged 39 and under; are aged 39 and under; however, 40-59 still represents the highest majority at 55%.

• 42% 42% 42% 42% of all people referred of all people referred of all people referred of all people referred

identified as coming from a identified as coming from a identified as coming from a identified as coming from a

culturally and linguistically culturally and linguistically culturally and linguistically culturally and linguistically

diverse backgrounddiverse backgrounddiverse backgrounddiverse background. When an interpreter was required, Arabic was the most common language (42%).

CareRing Report Page 4

3.2 Financial Indicators3.2 Financial Indicators3.2 Financial Indicators3.2 Financial Indicators

Income Source (403 people)

Centrelink, 65%

Other, 11%

Employed Casual, 6%

Employed Part-time, 6%

Employed Full-time, 10%Self Employed, 2%

24%24%24%24% are are are are

receiving receiving receiving receiving

some kind of some kind of some kind of some kind of

wagewagewagewage

Indicators of Financial Hardship (539 people)Customers were asked these eight questions based on the Household, Income and Labour Dynamics in Australia (HILDA) survey during their initial contact with the CareRing team.

• Almost 1 in 4 people referred are receiving some kind of wage (increased from 18%).

• The percentage of people receiving

Centrelink benefits has dropped to

65% (from 71%).

3333. Customer Snapshot . Customer Snapshot . Customer Snapshot . Customer Snapshot –––– who we sawwho we sawwho we sawwho we saw

• More than 50% of people More than 50% of people More than 50% of people More than 50% of people had to ask family or friends for help, have asked for help from

community agencies or couldn’t pay their utility bills on time which was consistent with the

findings from previous reporting periods.

• Nearly Nearly Nearly Nearly 70% 70% 70% 70% experienced three or more of these indicators of financial hardship and experienced three or more of these indicators of financial hardship and experienced three or more of these indicators of financial hardship and experienced three or more of these indicators of financial hardship and 17% 17% 17% 17%

experienced all of them experienced all of them experienced all of them experienced all of them demonstrating the multi-faceted aspects of financial hardship faced by

the people referred to CareRing.

32%

33%

34%

42%

46%

50%

66%

78%

57%

44%

57%

22%

40%

28%

26%

21%

9%

22%

9%

17%

9%

20%

7%

3%

1%

1%

19%

5%

1%

1%

Went without meals

Pawned or sold something

Was unable to heat home

Couldn't pay credit card on time

Couldn't pay mortgage or rent on time

Asked friends / family for help

Asked for help from welfare / community agency

Couldn't pay utility bill on time

Yes No Unknown N/A

CareRing Report Page 5

Personal Vulnerabilities Experienced (778 people)

5 7 9 14 18 29 35 42 50

92 103 107 125

185 425

- 100 200 300 400 500

ATSI

Lack of Formal Education

Substance Abuse

Victim of Crime

Social Isolation

Death

Homelessness

Elderly

Disability

Separation / Divorce

Family Violence

Limited English Proficiency

Mental Health

Accident / Severe Illness

Unemployment

3333.3 Presenting Issues / Vulnerabilities.3 Presenting Issues / Vulnerabilities.3 Presenting Issues / Vulnerabilities.3 Presenting Issues / Vulnerabilities

3333. Customer Snapshot . Customer Snapshot . Customer Snapshot . Customer Snapshot ––––

who we sawwho we sawwho we sawwho we saw

• AlmostAlmostAlmostAlmost 1 in 3 1 in 3 1 in 3 1 in 3 people people people people referred to CareRingpresented with more than one vulnerability (down from nearly half in the previous reporting period) and 40% of people presented with greater than one cause of financial stress showing the complexity and interconnectedness of issues people face.

• The key vulnerability experienced continues key vulnerability experienced continues key vulnerability experienced continues key vulnerability experienced continues

to be unemployment to be unemployment to be unemployment to be unemployment followed by accident / severe illness. Mental Health has risen to the third highest vulnerability faced (from fourth) and family violence has risen to fifth place.

• There were over 900 instances of vulnerabilities experienced that were not financial in nature.

• At leastAt leastAt leastAt least 26% of people referred were not 26% of people referred were not 26% of people referred were not 26% of people referred were not

receiving any support receiving any support receiving any support receiving any support at the time of referral, at the time of referral, at the time of referral, at the time of referral, with Carewith Carewith Carewith CareRing Ring Ring Ring therefore being the first point of therefore being the first point of therefore being the first point of therefore being the first point of call for them.call for them.call for them.call for them.

• Where existing support had been received, 26% 26% 26% 26%

had previously been supported by Kildonanhad previously been supported by Kildonanhad previously been supported by Kildonanhad previously been supported by Kildonan

and almost a quarter received support from another community agency.

CareRing Report Page 6

Case Study Case Study Case Study Case Study ---- LarryLarryLarryLarry

“Thank you for actually listening to me

and trying to help me so much”.

Larry’s Larry’s Larry’s Larry’s StoryStoryStoryStory

46 year old Larry suffers from significant mental health issues and is homeless; living in his car. He suffers from food instability, a lack of access to amenities and has also faced barriers accessing services due to having a pet guinea pig that is very dear to him and calms him, and finding it difficult to find a place that offers secure free parking for his car which contains all his worldly possessions. A credit card debt led to Larry being referred to Kildonan for support.

How CareHow CareHow CareHow CareRing Ring Ring Ring assisted assisted assisted assisted LarryLarryLarryLarry

• Through a series of phone interactions, the Kildonan Intake Worker was able to provide support, advocacy and information for the issues Larry presented with by listening to his story and identifying his key priorities. This involved researching services offered by local agencies and other possible referral options and sending Larry a text with the details of a local food van and other support available for clothing and blankets.

• An appointment was also made with Kildonan’s Client Support Worker (CSW) who liaised with Larry’s existing caseworker. The possibility of linking Larry in with a local Financial Counsellor was discussed with information provided to Larry.

• In the meantime, the CSW liaised with the referring partner who were willing to put a hold on payments given Larry’s current situation.

The OutcomesThe OutcomesThe OutcomesThe Outcomes

• Larry felt valued having had his story listened to and also felt supported by being linked in with a number of services.

• Larry was able to reduce his credit card payments and use the money he saved to revisit accommodation options.

• Larry was also able to engage in face to face support through a local Financial Counsellor with the view to provide further advocacy.

CareRing Report Page 7

Level of assistance required (398 people)

0%

10%

20%

30%

40%

50%

60%

<1 1-5 >5

Total Service Hours

3 or more types of services,

18%

2 types of services,

70%

1 type of service, 12%

88%88%88%88%received two or received two or received two or received two or

more types of more types of more types of more types of

servicesservicesservicesservices

In some instances, an estimate was used to calculate a portion of total service hours

3. The Utility Relief Grant is for eligible Victorians who are unable to pay their electricity, gas or water bill due to a temporary financial crisis. The amount of the grant is based on the balance owing at the time of application and is capped at six months’ worth of usage up to a maximum of $500. Definition from DHHS website.

4. The Client Support Worker role was introduced in May 2015; therefore, this data is from May 2015 – Dec 2016.

Types of Services Provided (1146 people)4

20

120

346

474

1146

0 200 400 600 800 1000 1200 1400

Microfinance

Individual client support

Utility visit

Financial counselling

In-depth needs assessment

• 10% 10% 10% 10% required more than required more than required more than required more than 5 5 5 5 hours of hours of hours of hours of

serviceserviceserviceservice. The greatest number of service hours provided was almost 24 hours.

• 88% 88% 88% 88% received two or more types of received two or more types of received two or more types of received two or more types of

services services services services with 1400 with 1400 with 1400 with 1400 instances of support instances of support instances of support instances of support

providedprovidedprovidedprovided.

• 2 in 5 people (40%) received support received support received support received support

that that that that was not financial in nature.was not financial in nature.was not financial in nature.was not financial in nature.

• 624 external referrals were made. 624 external referrals were made. 624 external referrals were made. 624 external referrals were made. Of the external referrals made, 42% were to their 42% were to their 42% were to their 42% were to their

energy retailer for a Utility energy retailer for a Utility energy retailer for a Utility energy retailer for a Utility RRRRelief elief elief elief GrantGrantGrantGrant3333.

4444.1 Services Provided.1 Services Provided.1 Services Provided.1 Services Provided

4. Service Snapshot 4. Service Snapshot 4. Service Snapshot 4. Service Snapshot –––– what we didwhat we didwhat we didwhat we did

CareRing Report Page 8

Page 9 CareRing Report

4.2 Assistance Provided4.2 Assistance Provided4.2 Assistance Provided4.2 Assistance Provided

Concession support Concession support Concession support Concession support

provided provided provided provided 662662662662 times times times times

181 181 181 181 payment plans payment plans payment plans payment plans

negotiated & negotiated & negotiated & negotiated & 161 161 161 161 budgets budgets budgets budgets ppppreparedreparedreparedrepared

135135135135SingleSingleSingleSingle----session therapy session therapy session therapy session therapy

sessions conducted sessions conducted sessions conducted sessions conducted (May(May(May(May––––Dec)Dec)Dec)Dec)

454454454454 people referred people referred people referred people referred

to corporate partners to corporate partners to corporate partners to corporate partners

as in need of supportas in need of supportas in need of supportas in need of support

• Numerous types of assistance were provided to people referred into CareRing.

• The number of singleThe number of singleThe number of singleThe number of single----session therapy session therapy session therapy session therapy

sessions conducted has continued to grow sessions conducted has continued to grow sessions conducted has continued to grow sessions conducted has continued to grow

since the introduction of our Client Support Worker in May 2015....

4. Service Snapshot 4. Service Snapshot 4. Service Snapshot 4. Service Snapshot ––––

what we didwhat we didwhat we didwhat we did

Case Study Case Study Case Study Case Study ---- AngelaAngelaAngelaAngela

“I can’t believe how fast I received help.

There are so many people out there in

my situation who would really benefit

from this kind of help”.

Angela’s Angela’s Angela’s Angela’s StoryStoryStoryStory

37 year old Angela’s ex partner Eddie became violent after the birth of their first child. After receiving counselling, their relationship continued until Eddie became violent again throughout Angela’s second pregnancy forcing her to leave the relationship.

Eddie has continued to harass Angela and has travelled long distances to try and trace her location. She fears until she finds stable accommodation, her and her family’s safety is at risk. Both children have witnessed extreme violence and were assaulted at the time of Angela’s escape. A recent attack in a public place led to further police involvement. Angela suffers from post traumatic stress disorder, anxiety and depression.

How How How How CareCareCareCareRing Ring Ring Ring assisted assisted assisted assisted AngelaAngelaAngelaAngela

• Kildonan’s Client Support Worker (CSW) applied for National Australia Bank’s Family Violence Assistance Grant (FVAG) which provides up to $2,500 to NAB customers who require resources to leave a violent relationship.

• The CSW also consulted with ChildFirst and advocated on behalf of Angela.

The The The The OutcomesOutcomesOutcomesOutcomes

• Angela’s application for the NAB FVAG was approved with the money received within a few days. This allowed Angela to pay for four months’ rent for her and her family.

• Angela was relieved to be able to provide an anonymous, safe environment for her children to start afresh.

• ChildFirst was in contact with Angela and is offering ongoing parenting support.

CareRing Report Page 10

“My levels of anxiety surrounding “My levels of anxiety surrounding “My levels of anxiety surrounding “My levels of anxiety surrounding financial matters has reduced financial matters has reduced financial matters has reduced financial matters has reduced

dramatically. I will now open letters dramatically. I will now open letters dramatically. I will now open letters dramatically. I will now open letters when I first receive them.”when I first receive them.”when I first receive them.”when I first receive them.”

“I was assisted with an “I was assisted with an “I was assisted with an “I was assisted with an affordable payment plan affordable payment plan affordable payment plan affordable payment plan and energy saving tips. I and energy saving tips. I and energy saving tips. I and energy saving tips. I can now pay my bills on can now pay my bills on can now pay my bills on can now pay my bills on time whereas I couldn’t time whereas I couldn’t time whereas I couldn’t time whereas I couldn’t

in the past.”in the past.”in the past.”in the past.”

“I decided to move “I decided to move “I decided to move “I decided to move to a more energy to a more energy to a more energy to a more energy

efficient house as I’m efficient house as I’m efficient house as I’m efficient house as I’m now aware of the now aware of the now aware of the now aware of the

ongoing heating and ongoing heating and ongoing heating and ongoing heating and cooling issues.”cooling issues.”cooling issues.”cooling issues.”

5555.1 Customer Outcomes.1 Customer Outcomes.1 Customer Outcomes.1 Customer Outcomes

5555. Outcomes . Outcomes . Outcomes . Outcomes –––– how we assistedhow we assistedhow we assistedhow we assisted

Most Significant Change

"I would be homeless right now and living in a car with my three kids if it were not for the help I received

from Kildonan."

“I appreciated the empathy shown and the non-judgemental manner of the counsellor.”

“I haven’t had to go without meals since I saw

you [Kildonan].”

The outcomes presented in this section were captured through telephone surveying between

January 2015 and June 2016. Surveying took place at least four months after assistance from

Kildonan was completed, or when the case was “closed”.

Respondents were asked 10 questions covering aspects such as the most significant change

they have noticed, whether they felt their main issue was addressed, whether or not they are

more aware of options now and have more skills and knowledge to deal with financial

difficulties. Respondents were also asked if there has been a change in the number of financial

hardship indicators they have experienced and how satisfied they were overall with the service

they received from Kildonan via CareRing.

The comments below represent a sample of the comments received from respondents from

the question “What would you say is the most significant change you have noticed in your

situation since receiving support through CareRing ?”

CareRing Report Page 11

28%

25%

33%

23%

31%

37%

38%

40%

35%

38%

36%

46%

51%

53%

69%

77%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Went without meals

Were unable to heat home

Pawned or sold something

Couldn't pay credit card on time

Couldn't pay mortgage or rent on time

Asked friends or family for financial help

Asked for help from welfare / community agency

Couldn't pay utility bill on time

At Service Commencement At least 4 Months Post CareRing Assistance

Changes in Indicators of Financial Hardship (101 people)

I feel more aware of my options

I feel I have more skills & knowledge to deal with

financial difficulties

I feel more in control of things now

I feel more secure aboutmy financial situation

Changes in Skills, Knowledge & Confidence (101 people)

Strongly DisagreeDisagreeNeutralAgreeStrongly Agree

61%61%61%61%25%25%25%25%

5%5%5%5%7%7%7%7%

2%2%2%2%

56%56%56%56%27%27%27%27%

8%8%8%8%

8%8%8%8%1%1%1%1%

52%52%52%52%

19%19%19%19%

10%10%10%10%

15%15%15%15%

4%4%4%4%

52%52%52%52%

16%16%16%16%

11%11%11%11%

15%15%15%15%

6%6%6%6%

5555. Outcomes . Outcomes . Outcomes . Outcomes –––– how we assistedhow we assistedhow we assistedhow we assisted

• The customers we spoke to reported a large reduction in several of the indicators of financial reduction in several of the indicators of financial reduction in several of the indicators of financial reduction in several of the indicators of financial

hardship hardship hardship hardship they had previously experienced.

• Most customers agreed or strongly agreed with these statements with 86% feeling they are more aware of their options and 82% feeling they now have more skills and knowledge to deal with financial difficulties.

CareRing Report Page 12

5. Outcomes 5. Outcomes 5. Outcomes 5. Outcomes –––– how we how we how we how we assistedassistedassistedassisted

Strongly DisagreeDisagree

NeutralAgreeStrongly Agree

54%54%54%54%25%25%25%25%

7%7%7%7%

14%14%14%14%

71%71%71%71%

23%23%23%23%

3%3%3%3% 2%2%2%2%1%1%1%1%

77%77%77%77%

19%19%19%19%

1%1%1%1% 2%2%2%2% 1%1%1%1%

The Kildonan worker assisted me to resolve some

or all of the issues

I felt like I could talk about issues that were

important to me

I felt like my needs were understood and

respected

Customer Experience (101 people)

• The vast majority (at least 80%) agreed or

strongly agreed with these statements with 96% feeling that their needs were understood and

respected.

• 82% of customers were either satisfied or very

satisfied with the service they received overall.

CareRing Report Page 13

5.2 Partner Outcomes5.2 Partner Outcomes5.2 Partner Outcomes5.2 Partner Outcomes

Our corporate partners conducted analysis to determine the outcomes their customers

have achieved as a result of being referred into the CareRing program and also being

supported through their internal programs.

Analysis was conducted from a sample of the customers referred into the program between

January 2015 and June 2016 to allow sufficient time for outcomes to be realised.

73% 73% 73% 73% achievedachievedachievedachieved

reduced debt reduced debt reduced debt reduced debt

levels levels levels levels

• All corporate partners reported that the majority of their

customers achieved a reduction in their debt levels.

• One corporate partner reported that of those who reduced their

account balance, the debt level reduced by an average of 83%

AverageAverageAverageAverage 49%49%49%49%successfully successfully successfully successfully

received a Utility received a Utility received a Utility received a Utility

Relief GrantRelief GrantRelief GrantRelief Grant

• Our utility company corporate partners have experienced an

increase in the percentage of successful Utility Relief Grant

(URG) applications.

Engagement Engagement Engagement Engagement

improved improved improved improved postpostpostpost----CareCareCareCareRing Ring Ring Ring

supportsupportsupportsupport

• Customer engagement improved with customers communicating

more regularly with our corporate partners.

• One organisation also reported that 33% of their customers went

back to ‘mainstream’ payments (i.e. exiting their hardship program

post-CareRing assistance).

5. Outcomes 5. Outcomes 5. Outcomes 5. Outcomes –––– how we assistedhow we assistedhow we assistedhow we assisted

CareRing Report Page 14

Page 15 CareRing Report

6666. Looking Forward. Looking Forward. Looking Forward. Looking Forward

From 1 July 2017, we will become Uniting. Uniting is a new community services arm of the Uniting Church in Victoria and Tasmania.

Uniting is the coming together of 22 UnitingCare agencies and two church business units. Uniting for greater change.

As one organisation, we can prepare for current and future changes in the community services sector. We will have access to broader resources and be able reach and support more local communities across Victoria and Tasmania.

We will remain as active as ever in your local community and are committed to delivering the same quality of services.

Our Purpose Our Purpose Our Purpose Our Purpose To inspire people, enliven communities and confront injustice.

Our Values Our Values Our Values Our Values

ImaginativeImaginativeImaginativeImaginative – We challenge convention, explore new possibilities and dare to dream for a better future.

RespectfulRespectfulRespectfulRespectful – We act with honesty and integrity, and open our hearts to all people without exception.

CompassionateCompassionateCompassionateCompassionate – We are nurturing, generous and thoughtful in our words and deeds.

Bold Bold Bold Bold – We face injustice head on and stand up for what is right and true with confidence and strength.