Supporting Victorians through Adversity
Better Place Australia
Annual Report 2023
2022-2023 was another interesting year. We asked ourselves after the first phase of the pandemic – how has the world changed? In particular in the world of work. Our staff was the frontline of the battle and thrived through the challenges.
Clients experienced enormous pressures during the pandemic, and now, with the cost of living skyrocketing and creating stress in families, couples and individuals.
As challenging as 2022 and 2023 have been, I’m proud to say we continue to provide critical support to vulnerable clients, experience good growth, and receive further funding to existing programs. We are a leader in providing elder abuse support and prevention.
Chair Foreword
Rachel Holthouse
Chair of the Board
Uluru Statement from the Heart
Better Place Australia extends our support for the 2017 Uluru Statement from the Heart. The Uluru Statement from the Heart is an invitation to the Australian people, from First Nations Australians, to walk together and build a better future by establishing a First Nations Voice to Parliament, enshrined in the constitution, and establishing the Makarrata Commission for the purpose of treaty-making and truth-telling.
Our Services
Child and Youth Counselling
Meet and move through life transitions with resilience, curiousity and confidence.
Relationship Counselling
Understand how your relationship has changed and what you both want for its future.
Family Counselling
Create a safe space for your children to manage their emotions during parental separation or family conflict.
Psychological Services
Overcome personal challenges by building the right habits and strategies and a positive mindset.
Better Pride
Feel seen and supported in tackling challenges that are unique to you and your community.
Family Mental Health Support Services
Helping families in Frankston and Mornington Peninsula stay on top of their mental health and wellbeing.
Mediation
Reach a mutual agreement on parenting or financial disputes without risking a relationship breakdown.
Financial
and Property Mediation
Protect your mental health while discussing the distribution of property and financial assets during a separation.
Children’s Contact Service
Establish emotional security for your child by strengthening their connection with both parents during your separation.
Elder Abuse Prevention Services
Feel empowered and supported to resolve conflicts with family or carers and make decisions about your future.
Residential Care Psychological Services
Nurturing the mental health of clients in aged care homes across the Mornington Peninsula, Geelong-Otway regions, and Northern region of Melbourne.
Care Finder Program
Maintain your independence as an older Australian living alone through free aged care services in your home.
Southern Melbourne Elder Abuse Prevention Network (SMEAPN)
Helping aged care residents improve their health, functioning and well-being.
HOPE Outreach Program
Taking care of those at risk of suicide through a support network and mental health services.
Financial Capability
Future-proof your financial health by learning essential financials skills, literacy and capability.
Financial Counselling
Lift yourself out of financial difficulties with the right information, support, assistance and advocacy.
Mediator Training (NMAS)
Get accredited under the Australian National Mediator Accreditation System (NMAS) and help Australians through the process of dispute and conflict resolution.
Parent and Group Programs
Learn new ways of parenting and building a relationship with your child.
People matter to us
We strive to do things better – always looking to innovate our services, make access easier and the experience more fulfilling for our clients.
Make a Difference
Growth and
Sustainability
Enterprising
Brand and
Reputation
Our Clients
Identifying gender
40.3%
Male
59.4%
Female
Household income
75.3%
$0 – $50,000
18.8%
$50,001 – $100,000
4.5%
$100,000 – $150,000
1.5%
Over $ 150,000
Highest level of education
14.2%
Tertiary – Universities
26.2%
Other post-secondary
8.4%
Postgraduate
37.6%
High school – Year 12
13.2%
Did not complete high school
0.4%
Never attended school
Marital status
29.5%
Single / Never married
18.6%
Married
7.1%
Defacto / In a relationship
17.6%
Separated
7.4%
Divorced
11.6%
Widowed
8.2%
Not stated / N/A
Employment status
43.3%
Employed
45%
Not in the Labour Force
9.8%
Unemployed
1.9%
Unpaid work
Household Composition
9.2%
Couple
2.14%
Single Person (living alone)
19.3%
Blended family – with unrelated adults
14.3%
Couple (with dependants)
22%
Sole Parent (with dependants)
13.4%
Blended family – with related adults
Significant client insights
21%
of clients identified as coming from culturally and linguistically diverse (CALD) backgrounds
4%
of our HOPE outreach clients identified as Aboriginal and Torres Strait Islander
31%
Incidence of family violence where we’ve asked the question or it has been disclosed
Elder Abuse Clients
75.5%
of elder abuse clients are female
55.9%
increase in Residential Aged Care mental health support services
30%
increase in total elder abuse prevention and older person mental health services
28.7%
of elder abuse clients lived alone
35.3%
of elder abuse clients live with their families
18.9%
of elder abuse clients live with their partners
Significantly more older people are using our services
176
Elder Abuse Prevention (Health service referrals): In FY2023 there were 176 active service files* and in FY2022 there were 129
425
Orange Door (family violence pathway): In FY2023 there were 425 active service files* and in FY2022 there were 453
985
Aged Care Facility Psychological Services: In FY2023 there were 985 active service files* and in FY2022 there were 632
Elder abuse happens across a range of living arrangements
7.2%
Not stated / N/A
28.7%
Single Person (living alone)
6.5%
Blended family – with unrelated adults
35.3%
Blended family – with related adults
18.9%
Couple
19.08%
Sole Parent (with dependants)
13.8%
Couple (with dependants)
Our Impact
Championing the older person’s rights
We launched a public awareness campaign this year with Executive Manager Graeme Westaway calling for the reinstatement of specialist family violence services for the older person. This was sparked by the state government’s decision to defund the successful Integrated Model of Care (IMOC). The campaign garnered positive media attention and we’ll keep advocating strongly for our older clients who now face complex pathways of care.
Setting our sights on the Rainbow Tick
Obtaining an accreditation against the Rainbow Tick Standards 3rd edition is essential to strengthening our support for our LGBTIQ+ clients. The accreditation will further our commitment to providing a safe and inclusive space and service for our LGBTIQ+ community.
Partners in education with Swinburne University
Our partnership with Swinburne University has produced online mental health learning and capability programs for Residential Aged Care Facility (RACFs) staff and a model of care for its clients and families. We’ve also co-designed two group therapy modules for these facilities.
SMEAPN
Leading elder abuse prevention in the Southern Melbourne catchment.
HOPE
Supporting individuals after a suicide attempt or serious ideation planning.
Representing Better Place at sector conferences
Presented and initiated dialogue at national conferences.
A new Children’s Contact Service
Children’s contact centres play an important role in helping children adjust to separation without losing connection to their parents and family members. We launched the service at two sites this year – Narre Warren and Sale. Both sites offer their respective regions easier and affordable access to key family and relationship services during a separation.
Doing more for inclusivity and accessibility
We’ve rolled out more initiatives around inclusivity and accessibility over the year. The diversity of our Consumer Advisory Committee stakeholder provides different perspectives on social issues which broaden our understanding. We’ve also expanded our work with CALD communities through research on suicide prevention in these communities and the launch of a foreign language podcast.
Committing to building relationships with First Nations People
Our first formal Reconciliation Action Plan (RAP) was created in consultation with First Nations consultants and released in September 2023.
The Innovate RAP focuses on developing and strengthening relationships with First Peoples, engaging our staff and stakeholders in reconciliation, and reviewing our policies and strategies.
Aside from collaborating with a local Aboriginal designer on the RAP document, we held a Welcome to Country and smoking ceremony for the launch of the Narre Warren Child Contact Service. A local Aboriginal artist also worked on the art installations at this site.
Building strong relationships with First Peoples is important to us and we’re committed to recognising and being involved in key cultural events like Reconciliation Week and NAIDOC.
Client engagement survey
89%
engagement rate
94.2%
clients found Better Place Australia accessible
95.1%
clients satisfied with Better Place Australia services
96.8%
felt better able to deal with their issues
Top 3 referral sources
Other
organisations
Internet
Self
Our clients see us for
Mental Health
Care Plans
Relationship
challenges
Financial
hardship
Testimonials
- “First session so haven’t had a chance to address the underlying issues. But very positive experience for my girls.”
– Child Counselling - “The Zoom option is very helpfu.l”
– Accessibility - “Very good counsellor. We resolved our issues and had homework to do which is very important to make corrections. I rate our counsellor 9.5/10
– Relationship Counselling - “Bradley explained everything very well and made me feel really comfortable despite the issues we had to talk about. Highly recommended!”
– Family Dispute Resolution - “The first time I have ever felt listened to with respect and understood.”
– Individual Counselling - “Deanne was great with my son Sammy and helped him a lot!”
– Child Counselling - “Every person I have dealt with has been highly empathetic, compassionate, and kind.”
– BPA staff - “My counsellor was very caring and personable. She gave me great insight into my situation and helped me look at things in a way I hadn’t thought of before. I look forward to our next session.”
– Individual counselling
Board of Directors
Executive Team
Advocacy
Collaboration to achieve valuable research outcomes
As our research and policy arm, the Centre for Better Relationships plays a crucial role in deepening our understanding of social issues so we can design better mental health services that help improve quality of life for all Australians. Unfortunately, this doesn’t always happen.
Leading ageism awareness in the sector
We all want to live in a world where everyone is respected and included regardless of age. This builds our confidence and ability to make our own decisions.
Unfortunately, this doesn’t always happen. And it often involves the older person.
Continuous improvement of services to clients
As a mental health organisation, we are only as good as the effectiveness of our services. So we pay continuous and close attention to our service outcomes and partnerships to make sure we’re delivering on our promises to our communities.
This year we’ve been involved in new initiatives on inclusivity, diversity outreach and new service developments.
Rallying behind a specialist service for older people
In 2017, Better Place Australia launched the Integrated Model of Care (IMOC) in response to the rising number of Victorians experiencing elder abuse.
Our People
Better Place Australia’s workforce got back into the swing of this this year. From professional development sessions and internal cultural events to taking the stage at two key conferences, our people have gone all out to connect with each other and share their knowledge with the sector.
Empowering our staff
Lunchtime learning sessions are back in full force at Better Place Australia and have expanded to include a more holistic and inclusive approach to capacity building. Our working groups hosted a range of speakers from organisations we collaborate with.
Some of the more popular sessions were on celebrating Ramadan together (Southern Migrant Refugee Centre), Women and Menopause in the Workplace (Whise Women) and Reconciliation Week.
This year, our teams also participated in a series of learning modules on cultural inclusion, disability awareness and Child Safety Standards.
And as we work towards the Rainbow Tick Accreditation, we’re continuing to strengthen our staff’s knowledge and confidence in delivering inclusive and affirming practices and services to our LGBTIQ+ community.
We’re also a licensee of the SBS Inclusion Program, which houses a library of high-quality resources to build a strong understanding of inclusion and diversity. These course cover six diversity streams: Aboriginal and Torres Strait Islander, Cultural Diversity, LGBTIQ+, Gender, Age and Disability.
Awareness begins at ‘home’
One very successful way we’re celebrating our diverse workforce is through food. Each site hosts a diversity luncheon where staff are encouraged to bring a plate reflecting their culture or a culture of choice to introduce to everyone else. These lunches have helped our teams bond and fostered a better understanding of each other’s culture.
Another way we’re building an inclusive workplace is through our Inclusion, Diversity & Access Framework and Plan 2022-2026. As each working group implements their respective planning stages, we get closer to creating a workplace where everyone feels safe and welcomed.
Taking the stage
Better Place Australia participated in the AIFS Conference 2023 where our Executive Managers and practitioners presented on various topics. The conference boosted our collaboration with our sector peers through discussing key learnings and exploring different areas of practice like elder abuse and intersections with diverse groups.
We also attended the FRSA Conference 2022 where we presented on Supporting Children After Separation: A call for more child focused support.
Case Studies
Residential Aged Care Facility (RACF)
Isolation can be overwhelming for an older person and it can often lead to loneliness and depression. RACFs are cognisant of this so they may seek programs that encourage interaction and connection like Better Place Australia’s art therapy program.. Here’s how such a program helped a new resident overcome her loneliness and depression.
Relationship counselling
The cornerstone of a strong relationship is good communication. But finding the right words and expressing them clearly can be tough when you’re constantly arguing. And even harder when you’re also struggling with anxiety and depression. A young couple found themselves in this predicament when the arrival of their baby drove them further apart. Desperate to save their marriage, the woman sought Better Place Australia’s relationship counselling services and got her reluctant husband on board.
Mental Health Support Counselling
The pandemic lockdowns were a strain on our mental and emotional health and just when we got used to a different way of living, everything changed again. The pressure these drastic lifestyle shifts put on our mental health was enormous. And not all of us adapted or coped well. Here’s what happened when someone who thrived on working from home faced the prospect of transitioning back to the office.
Child Counselling
As children experiment with their sense of self and seek their place in this world, they may undergo behavioural changes – both positive and challenging. The latter can be difficult for parents who are caught off guard and react rather than respond to the behaviours. But what happens when parents struggle to work cooperatively with their children? This was the question that led two parents to seek Better Place Australia’s help in understanding and managing their two children.
Separation
Separation always impacts the entire family. But often, the parents are too caught up in their own conflict to pay attention to how their children are coping with the fracturing of their family structure. Separation can be emotionally fraught for children, even if it’s amicable, and they may suppress their true feelings until it’s too late. A couple found this out the hard way when they decided to officially separate and got in touch with Better Place Australia to formalise a parenting agreement for their young daughter.
Financial Counselling and Capability
Financial health has a direct and significant impact on mental health. Disruption to a stable income can cause a catastrophic domino effect on our financial and mental health. When an accident put this tradesman’s car in a workshop for six months, his credit card bills soared while his savings rapidly dwindled. A call to the National Debt Helpline sent him to a Better Place Australia where our counsellors helped him get back on his feet and regain his financial and mental health.
Children’s Contact Service
A parent’s relationship with their child is often put at risk during a separation. Transitioning between each parent can also be stressful for young children. This is how Better Place Australia helped a young mother re-establish connection with her child during a separation and work towards a smoother transition period for all parties involved.
Online
Better Place Australia Website
99112
Total sessions (56% increase)
25-34
Most visitors are between 25-34 years old
62%
visitors are women
37%
visitors are men
37.8%
Increase of people aged between 25-34
38.9%
Increase of people aged over 65
285%
Increase in people visiting the ‘Mediation’ page
279%
Increase in people visiting the ‘Contact Us’ page
Top 3 service pages
Mediation
Relationship
Counselling
Financial
Counselling
(Debt Management)
Other most visited pages
Careers
Contact Us
Locations
Better Pride Website
Better Pride is a support service for the LGBTIQ+ community supporting rainbow families during and after separation, and ensure all families have access to safe, inclusive and equitable services.
3617
Total sessions
18-34
Most visitors are between 18-34 years old
67%
visitors are women
33%
visitors are men
Most visited pages
Psychological
services
About
Better Pride
Mediation
services
More than just customer support
The Better Place Customer Support
The first point of contact for those wanting to find out more or access Better Place Australia services before they are put through to our Better Place Assist Intake team who will connect clients to the right service.
Better Place Assist team
The Assist team are qualified and trained to assess and manage risks. They engage, screen and assess, refer and coordinate care support to clients, including providing complex risk assessments and action a plan to mitigate any identified risk.
From first call to first session (Referral Process)
Contact
Phone 1800 639 523
Web enquiry@betterplace.com.au
Live Chat on website.
Secondary consultations welcomed.
Assess and Book
Call or email responded to within next working day
– Risk and needs assessment conducted
– Appropriate service referred to
– Case file opens
– Appointment booked
Service
Client attends service. Services are outcome-based and delivered by skilled and experienced clinicians.
Continual assessment for risk of family violence throughout service delivery.
Outcomes
Clients rate their experience with client satisfaction survey.
What do Better Place Assist and Customer Support do?
- Access the right service
- Immediate front-line response
- Live Chat
- Risk assessment and screening
- Referred by external organisations or other staff
- Referrals: Warm, External and Wrap-around
- Facilitate integration and coordination of care for clients
- Provide information and resources
Financial Statements
View our 2022–23 Financial Statements
Thank you for your support
Funders
Commonwealth Government
Attorney General’s Department
Department of Social Service
Victorian Government
Department of Families, Fairness and Housing
Primary Health Networks
South Eastern Melbourne Primary Health Network
North Western Melbourne Primary Health Network
Western Victoria Primary Health Network
Philanthropic supporters
Gunn Family Foundation
Living Local Fund (Department of Jobs, Precincts and Regions)
Foundation for Rural & Regional Renewal
City of Kingston
Social Media and Web Presence
Accessible and inclusive support no matter where you are
In 2023, clients reached us through:
Website
Referrals
Phone
Online chat
Social media