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2020 in focus

Chair's report

Damien Tangey

Haven; Home, Safe is focused on delivering More Homes and More Supports to vulnerable Victorians through developing More Partnerships and More Capacity.

Read the full report ➤

CEO and Deputy CEO

Ken Marchingo AM and Trudi Ray

This year we break with tradition and present a combined CEO and Deputy CEO report.

Two heads are better than one, not because either is infallible, but because they are unlikely to go wrong in the same direction.
C.S. Lewis

The year in focus

2020 has had its fair share of world-shifting events.  Closer to home we’ve experienced some upheavals of our own while continuing to put people first, especially our clients.  

The year has ended on a very high note as we prepare to do our part to deliver the Big Housing Build program in 2021 and beyond.

We supported

3,553

People in support programs

2,616

People with food vouchers

6,951

People via Initial Assessment and Planning

We housed

1,717

People in long-term accommodation

2,712

People in crisis or short-term accommodation

1,867

People in private rentals via our Private Rental Assistance Program (PRAP)

265

People with a disability in stable, secure accommodation suited to their needs

We offered 12 holistic and tailored support programs

  • Case Management Homelessness Services
  • Community Connections
  • Crisis Supported Accommodation
  • Emergency Relief
  • HEF - Housing Establishment Fund / Emergency Accommodation
  • Housing Support for the Aged
  • Intensive Case Management Initiative
  • Private Rental Assistance Program (PRAP)
  • Rough Sleeper Action Plan
  • Supporting Connections
  • Supporting Families at Risk
  • Tenancy Advice Advocacy Program

We engaged with stakeholders

COVID-19, a year we’ll never forget

The global coronavirus pandemic has created an unprecedented crisis in our lifetimes.

Since March, we have seen demand for our services grow and expect this may be just the beginning as federal government supplements and support payments are wound back in the coming months.

We stayed open during lockdown

Our homeless access points in Bendigo, Mildura and Preston continued to support vulnerable people in Victoria. Between March and October:

14,020

People contacted us for help

3,429

People who were homeless or at risk of homelessness were supported

2,000

Food vouchers worth $111,300 were distributed

1,480

Tele-consults were conducted with clients

We implemented robust health
and safety protocols

In line with Department of Health and Human Services (DHHS) guidelines, we implemented a series of robust COVID-19 specific policies and procedures to protect our staff and our clients.

This included a range of protocols for health and hand hygiene including handwashing and hands free sanitiser stations, increased cleaning regimes across all of our offices and multi-level sites and restricted workplace access.

We implemented a range of social distancing protocols, introduced tele-consults and a virtual concierge to manage our clients.

Our Business Continuity Plan was enacted mid-March and has continued to guide our response to COVID-19.

We implemented 16 initiatives
to support our staff

Work practices

1. Flexible leave options and a COVID-19 Leave Guide for staff  

2. Flexible work practices and options available for staff

3. Support for the 40 parents homeschooling

4. WFH package for staff - forms, policies, WFH tips and guides

5. Paid allowances and gift vouchers to reward staff

Resource
sharing

6. COVID-19 hub on our internal intranet to provide information, resources and support

7. Communications initiatives – regular webinars and staff updates from CEO and Executive

8. Business Continuing Planning Response set up with regular meetings and updates for staff

Learning and development

9. Return to the Office e-learning module to reinforce OH&S processes and protocols

10. Additional COVID-19 training module added to the mandatory OH&S online learning program

11. Remote professional development opportunities expanded

Mental health support

12. Access to our Employee Assistance Program

13. Mental health resources - webinars and workshops on managing workplace mental health

14. Innovative ways to connect and support via daily chats and toolbox meetings.

Surveys and check-ins

15. Employee pulse check surveys and feedback surveys to gain insights into staff wellbeing

16. Wellness Wednesdays Program - webinar series on various wellbeing topics




We implemented 16 new initiatives to support our staff

Work practices

  1. Flexible leave options and a COVID-19 Leave Guide for staff  
  2. Flexible work practices and options available for staff
  3. Support for the 40 parents homeschooling
  4. WFH package for staff - forms, policies, WFH tips and guides
  5. Paid allowances and gift vouchers to reward staff

Resource sharing

  1. COVID-19 hub on our internal intranet to provide information, resources and support
  2. Communications initiatives – regular webinars and staff updates from CEO and Executive
  3. Business Continuing Planning Response set up with regular meetings and updates for staff

Learning and development

  1. Return to the Office e-learning module to reinforce OH&S processes and protocols
  2. Additional COVID-19 training module added to the mandatory OH&S online learning program
  3. Remote professional development opportunities expanded

Mental health support

  1. Access to our Employee Assistance Program
  2. Mental health resources – webinars and workshops on managing workplace mental health
  3. 1Innovative ways to connect and support via daily chats and toolbox meetings

Surveys and check-ins

  1. Employee pulse check surveys and feedback surveys to gain insights into staff wellbeing
  2. Wellness Wednesdays Program - webinar series on various wellbeing topics

We have engaged our stakeholders via our own 'Life in lockdown' webinar series

The purpose of our ‘Life in lockdown’ and 'Life emerging from lockdown' webinar series was to share insights from housing professionals across the world about their lockdown work practices, tips and information about running homelessness and housing services during a global pandemic.

7,034

Total views across Zoom, Facebook, and YouTube

We have continued to communicate regularly via our website and social media.

We set up a dedicated COVID-19 hub on our website to communicate with tenants, clients, and contractors throughout the pandemic. This was regularly updated as the situation evolved.

COVID-19 hub on website

14,252

Page views

13,839

Unique page views

1 minute
55 seconds

Average time spent on page

Our Facebook page

220

Posts during the COVID-19 period (156% increase from the previous 8 months)

85,552

People reached via posts

3,557

Reactions to COVID-19 posts

We're all in this together

A story of new friendship

Our hearts were warmed when we heard about this wonderful story of a flourishing friendship between two of our Tram Road residents which developed over lockdown. Below is an excerpt from our tenant, Al Turner’s, fortnightly personal newsletter ‘The Wonder of Words,’ Issue 4, August 2020 which he writes for his fellow neighbours.

“Over and over I had heard the words: ‘We’re all in this together’ without realising the power in that message. Until one day I got into a taxi and the driver recognized my address. It turned out we had been living in the same apartment building for two years and hadn’t met.

We soon got to know each other and began to help one another to ease our way through the lockdown. In return for a couple of small favours, the driver made himself available whenever I needed a taxi, sometimes ‘forgetting’ to turn on the meter.

Now, a couple of months on... we have become friends. Proving that togetherness covers a very broad spectrum. And ‘all’ means everybody.”

Timeline of events

A year of events, achievements and milestones for the year that was 2020.

more homes

A range of sustainable housing outcomes for people who are homeless or in housing crisis.

A year ago we became the first Victorian community housing provider to sign a multi-million dollar loan with the National Housing Finance and Investment Corporation (NHFIC).

The Australian Government’s affordable housing finance body provided us with a $65 million low-interest loan to refinance debt and construct new social and affordable housing. The interest savings alone are in the order of $10 million over 10 years.

Then on Sunday 15 November, 2021, everything changed with the State Government announcing an unprecedented $5.3B commitment to building 12,000 new social housing homes over the next four years. A quarter of the proposed homes will be in regional Victoria.

This was a game-changer for the state and will give thousands of people the security and stability of a home.

Key statistics

1,717

People in long term accommodation

2,712

People in crisis or short-term accommodation

1,867

People in private rentals via
our Private Rental Assistance Program (PRAP)

256

People with disability in stable, secure accommodation suited to their needs

Our tenants

more supports

Advocacy and support for our diverse clientele with a particular focus on developing life skills and individual capacity.

Last year we supported 3,553 people experiencing or at risk of homelessness in Victoria through 12 holistic and tailored support programs.

Our support programs are designed to deliver positive outcomes for our clients such as improved life skills, increased safety and security, and enhanced individual capacity.

When many other agencies closed their doors at the peak of the coronavirus pandemic, ours remained open.

We pivoted quickly, installing a virtual concierge across our homeless access points in Bendigo, Preston, and Mildura in March to deliver a contactless service for our clients via video and phone.

Our priority was, and will always be, to connect people with housing options and integrated supports so that they can find and keep a place to call home.

We supported

3,553

People in support programs

2,616

People with food vouchers

6,951

People via Initial Assessment and Planning

12 support programs provided

  • Case Management Homelessness Services
  • Community Connections
  • Crisis Supported Accommodation
  • Emergency Relief
  • HEF (Emergency Accommodation)
  • Housing Support for the Aged
  • Intensive Case Management Initiative
  • Private Rental Assistance Program
  • Rough Sleeper Action Plan
  • Supporting Connections
  • Supporting Families at Risk
  • Tenancy Advice Advocacy Program
The help and support I received was incredible. Everybody was friendly and supportive to both me and my kids.
- Haven; Home, Safe client

Bendigo

Mildura

Melbourne

"Keep doing exactly what you’re doing.
11 out of 10 Haven; Home, Safe!"
- Haven; Home, Safe client

more capacity

Resources, infrastructure, and financial capacity of the organisation to achieve our Purpose and Values.

We continue to invest in our organisation’s capacity to grow, helping more people find and keep a home.  

In the past year, increasing our capacity has focused on developing our people, systems, finances and our physical and digital infrastructures. We have worked tirelessly to set up innovations to position our organisation for success in an environment of a refreshed government housing policy.

In the second half of the financial year, our attention focused on managing and navigating our way through the COVID-19 pandemic. This significant disruptor tested our people, communications and procurement. We successfully pivoted our operations from an entirely office-based environment to an almost entirely working-from-home one, in just two weeks. Employing the latest in digital innovations, we helped our staff engage with clients and tenants, providing the same level of service, while keeping us all safe.  

These digital innovations have added to our organisation’s robustness while allowing for nimbleness and agility and will remain, creating an environment that sets us up excellently for the future growth we know is coming.

We have also continued to see the ongoing value of being ISO accredited this year, as we passed our annual assessment successfully. ISO: 55001:2014 Asset Management recognises our world-class governance and best practice in the management of our portfolio of housing assets.

Digital by default
Case Study: ActiveSDA

more partnerships

Relationships with government, community, and private sector partners and other key stakeholders to achieve our Purpose and Values.

We continue to partner with a wide range of organisations to ensure the supply of affordable housing and essential homelessness services. We work collaboratively and seamlessly with our partners, whose purpose and values align with our own, and who help contribute to our overall growth and success.

These partners include Local, State and Federal Government, private developers, community groups, and support agencies.

One of the most rewarding partnerships has been our compact with other Victorian Housing Associations, the Housing Registrar, and the Department of Health and Human Services which led to the formation of an Industry Working Group (IWG) two years ago, of which our CEO was the inaugural chair.

This group will continue to work closely with the Director of Housing and the newly named Homes Victoria for the duration of the Big Housing Build program.

As the initiator and founding organisation of PowerHousing Australia, it is personally gratifying to see PHA grow its influence and advocacy at a national government level over the past 12 years. It was PHA that pushed for a bond aggregator model in the early days and more recently with Nick Proud at the helm, PHA became a key lobbyist for the formation of what is now the National Housing Finance and Investment Corporation (NHFIC).
Ken Marchingo AM
Council to Homeless Persons
Partnering with sector advocates

Our team

Meryl Aicken

Riva Alice

Allison Doyle

Patrick Amenta

Madelyn Andrew

Annette Campbell

Karl Arbuckle

Kirsty Ash

Kerry Ashley

Michael Ashton

Matthew Audet

Zoran Babic

Peter Barker

Shona Barton

Sheryl Batrouney

Melissa Bilton

David Blenheim

Riva Bohm

Jessica Box

Brad Quinn

Cliff Breed

Steven Brennan

Matthew Brown

Barbara Browning

Emily Bull

Anne-Maree Bunney

Kim Byrne

Dillon Capell

Lucy Carolan

Kerri Carr

Carmela Cassar

Patrizia Cavalieri

Con Charakas

Lindsay Charles

Rachael Chen

Andrew Chittenden

Peter Cole

Wendy Comer

Breannan Conder

Erin Connolly

Jacqueline Corboy

Madeline Cottrell-Opie

Jandra Cox

Michael Craig

Lynn Cresswell

Teagan Crouch

Darren Bayley

Franc DePetro

Susan Devaney

Guiseppe DiBenedetto

Blake Dillon

Darren Ding

Robert DiVincenzo

Rebecca Dix

Athena Donohue

William Dower

Geoffrey Doyle

Peta Dunn

Evan Doherty

Georgia Evans

Farid Memarzadeh

Susan Farrell

Jaclyn Felton

Patricia Ferrara

Rachel Fitzgerald

Michael Fitzpatrick

Kent Fury

Gabriella Browne

Rachael Gait

Page Gallimore

Rachel Gellatly

Geoffrey Vendy

Trevor Gibbs

Donna Gillard

Chris Glennen

Cathy Goss

Amelia Gravette

Rebecca Green

Denis Grinton

Susan Hallorina

Lisa Harris

Neil Heatley

Helen Symes

Michelle Hewett

Amy Hickey

Goodie Hiensch

Chantel Hogan

Blake Hogan

Rosemarie Hosking

Sophie Houghton

Kris House

Yan Huang

Saba Huda

Eliza Hughes

Jane Hura

Bianca Hurmez

Sophia Hynes

Leonie Ireland

Jessica Irwin

Georgakis Isterlin

Stacey Jankovski

Rose Jennifer

Jill Paoli

Jocelyn Heazlewood

John Stewart

Rudley Johnson

Nicholas Karlin

Katie Cutlack

Stephen Kendall

Elaine Kerr

Jacqueline Kett

Val Khammy

Jagoda Kryszczynska

Kyra Bowen

Chelsea Leatham

Donna Le-gallant

Andrea Levey

Declan Lewis

Lisa Druitt

Lisa Fisher

Haydee Bell

Gretha Lombaard

Samantha Love

Janeen Lynch

Kelly Macartney

Jacqui MacDonald

Joseph Mapiva Salamasina

Ken Marchingo

Sue Masters

Sean McClintock

Zoe McColl

Tammy McDonald

Shaun McGovern

Francis McGowan

Ebony McIntosh

Paul McIntyre

Benita Menting

Brett Minnis

Gino Monitto

Ellen Morgan

Owen Morton

Tim Murphy

Joshua Nankervis

Sandra Nicholas

Adrian Nicholas

Lilian Nieves-Caligdong

Matthew O'Connor

Marnie Olsen

Monica O'Shannessy

Jonathan Parker

Vanessa Parr

Stephen Paton

Shelley Payne

Raechel Penno

Nele Perry

Amanda Perry

David Pfeiffer

Debra Plowman

Sheilagh Pobjie

Vicki Psaropoulos

Belinda Pumpa

Rachelle Beckett

Danni Ramalingam

Trudi Ray

Megan Richardson

Robert Byrne

Anne Roberts

Tracey Roberts

Eyvonne Robson

Mario Roccisano

Rohan Milne

Bolden Rowena

Belinda Rowse

Angela Ruhs

Harminder Saini

Julie Salt

Oystein Sandvik

Sarah Hurley

Annette Sayle

Terri Schleibs

Ahmed Shire

Ilo Siljanovski

Rachael Skipper

Joanna Smith

Shane Smith

Brando  Smith

Kym Smithers

Paul Somerville

David Stafford

Nick Stassinakis

Emma Stephenson

Jane Stevenson

Tania Stewart

Timothy Sullivan

Susan Hetherington

Akosita Tamanisau

Celine Tang

Molly Tantaro

Neil Taylor

Rebecca Taylor

William Thomas

Kelly Thomas

Pam Tickner

Tiffany McAuliffe

Ann Timmons

Morgan Todd

Nickie Toulakis

Timothy Townsend

Kerrie Treacy

Tulli Simpson

Josclin Tyler

Johanna Ugolini

A Savvy Van-Des

Zowi Vassallo

Kristy Walker

Elise Watts

David Whitfort

Kim Williams

Elicia Winter

Eleni Yannacaros

Rachel Zass

Avry Zhao

Catherine Zoch

Length of staff service

Average staff age

Hours of health and wellbeing

156hrs

Requested activities for staff training

$456, 735

Spent on travel for and training for staff

Professional development

$53,191

Spent on staff engagement initiatives including:
• Employee Assistance Program
• Health and Wellbeing Program
• All Staff Day and Christmas Party
• Culture Club

478

Courses were completed by employees

3,179 hrs

Of professional development completed by employees

Finance

We achieved a Total Comprehensive Income of $11.2 million for 2019/20.

This was a great result during what was a challenging year on many fronts.

Our underlying EBITDA was $3 million which generated an ICR of more than 2.

In terms of our balance sheet, total assets grew by nearly $30 million and now stand at more than $355 million and we have received an unqualified audit opinion on our Financial Statements.

Our current and forecast solvency position is strong with a Current Ratio of 2 and cash on hand of more than $12 million.

But it is not all about the numbers, the following achievements helped shape our results this year and will do for years to come:

Whilst the pandemic has devastated large sectors of the economy, we have been able to maintain operating revenues and continue to deliver and provide housing and support services to our tenants and those that are homeless. Rental revenue growth is however flat and is expected to remain so until the crisis is over.

Over the next 12 months, we will prepare for growth and separate strategies are underway to:

Paul Somerville
Chief Financial Officer

Click on each of the graphs below to expand