annual report 2017 - 2018 report_2018_online.pdforganisations including the muslim women’s...

ANNUAL REPORT2017 - 2018

Our missionTo empower individuals, families and communities of diverse backgrounds through innovative,professional and responsive services.

It gives me great pleasure to report on theorganisation’s achievements and activities for 2017-18.The year commenced with the implementation of theorganisation’s strategic plan and I am pleased to saythat we are very much on track in meeting objectives.I wish to acknowledge the Board’s direction and themanagement team’s implementation of the plan. It is aplan that will consolidate the organisation’spreparedness for future development.

SERVICES

Our services continue to meet the diverse needs ofclients and local communities, but there are alwayschallenges in balancing expectations in the face ofgrowing financial pressures and social pressures facedby our communities. There is a constant demand forassistance through our settlement support, financialand tenant advice, family support, emergency reliefand employment support; and we are seeing moreclients presenting with complex matters includingdifficulties experienced with the NDIS. We havesuccessfully demonstrated our ability to tailor supportto pressing needs and one example of this was theestablishment of psychological counselling within theInner West Families team for children with behaviouralissues. Referrals have been growing steadily with somevery positive responses from parents.

Our tenant advocates work collaboratively with manyorganisations including the Muslim Women’sAssociation in the delivery of the Going Home StayingHome, a program designed to assist people escapingdomestic violence to find suitable long term privaterental accommodation and we continue to build on ourexisting partnership with The Good Shepherd aroundfinancial literacy. Throughout the year we have assisteda growing number of clients with small No InterestLoans and extended Emergency Relief to people indifficult financial circumstances.

The settlement team has beenextremely active in delivering arange of support and advice tonewly-arrived migrants andrefugees, including many of thespecial cohort of Syrian andIraqi refugees which is steadilytransitioning out of theHumanitarian SettlementProgram delivered by Settlement Services International(SSI), and into our services. Activities have includedinformation and referrals, housing support,immigration advice, employment support, citizenshiptraining, driver training, Foodbank, Dress for Work, andmuch more.

Towards the end of the reporting period we begandelivering ParentsNext and the Refugee EmploymentSupport Program (RESP), both of which beensuccessfully established under sub-contractarrangements to Settlement Services International(SSI). Alongside other initiatives like PowerME, we havecreated our own employment support team which isvery busy and driving some interesting collaborationswith training and industry partners. Our collaborationwith construction company Multiplex, has led to usestablishing an outreach service and second studio forDress for Work in the Westmead Connectivity Centre,where we are seeing some excellent training andemployment focussed collaborations emerging.

The year saw the commencement of a BreastScreenawareness project funded by the NSW Cancer Institutein response to a lower take up of screening by womenin culturally and linguistically diverse communities.Engagement with our diverse communities has beenastounding and some women are hearing about therisk of breast cancer and the importance of screeningfor the first time. I am pleased to also report that wehave been awarded a second grant to deliverinformation on cervical screening and the HumanPapillomavirus. We consider these initiatives to be life-saving and whilst alarming, the project has seen anumber of women referred to follow-up tests.

It is my pleasure, as Chair of Metro Assist, to presentthe report for 2017-18.

It has been a year of changes in our environment. Weare seeing a gradual shift from block funding towardsfee-for-service arrangements and outcomes-basedpayments in a number of areas. In many cases, theincome is streamed in through sub-contractedarrangements. This has impacted service design anddelivery, and necessitated investment in some of oursystems in accounting, payroll and reporting toenhance efficiencies.

This change has focused the Board and management’sattention on the organisation’s finances to ensure thesustainability of programs and services. We have alsoachieved the majority of the objectives we establishedin our strategic plan, and I am confident that we haveeffectively put the organisation in a stronger position toaccommodate new and perhaps different programs,designed to meet ever changing client and communityneeds.

In presenting the 2017-18 Annual Report, I wish toinform our members, partners, staff and otherstakeholders that I will be stepping down as a Directorand Chair on the Board of Metro Assist. I have beenassociated with this organisation since 2012, firstly onthe management committee of the Metro MigrantResource Centre Inc, then as Metro Assist Inc, and nowas Metro Assist Limited. While the name and legalentity may have changed, the spirit and values of theorganisation have been steadfast and the work of thiswonderful body of dedicated people has always beentrue to the organisation’s mission of empoweringpeople.

I am grateful to the support ofmy fellow Directors throughoutthe year for their dedication andguidance in this time of change.They include:

Ting Lim (resigned)Helen MillerScott MachinHarriet DavidsonJanice PoyntonSanyu MugambwaJemma HollondsPhilippa Scott

I also thank the management team and staff, headedby CEO, Lou Bacchiella. Their commitment to theorganisation and its clients has been exemplary. I alsowish to acknowledge the work of our volunteers, whodo remarkable work each day and are committed tomaking clients’ lives better. I thank our funding bodies– government agencies, councils, clubs, sponsors anddonors for providing the resources to enable us to dowhat we do.

In retiring from my role, I wish Metro Assist continuedsuccess and I am proud to have served with thiscommunity organisation.

Elena Berrocal CapdevilaChairperson

CEO Report

Chairperson’s Report

Metro Assist Annual Report 20182 Metro Assist Annual Report 2018 3

FUTURE-THINKING

At the time of writing this report we were notified ofour success as part of a consortium headed by SSI todeliver the Settlement Engagement and TransitionSupport (SETS) program for newly-arrived migrants andrefugees. We’re also at the commissioning stage ofnew service arrangements arising from the TargetedEarly Intervention reforms with NSW Family andCommunity Services.

The organisation has embraced the steadily changingrevenue environment as we increasingly see a shiftaway from block funding in some areas, towardsoutcomes-based, milestone and fee-for-servicearrangements. We have updated our systems andaccounting software to ensure that the work is trackedand invoiced in a timely manner to ensure cashflow andsustainability.

The nature of some of our programs is also changing inwhich we are examining the possibility of undertakingsome of the more intense and therapeutic supportwork, particularly in the family services area.Increasingly, governments are looking for effectivesolutions and are introducing internationally triedevidence-based programs to address critical areas suchas child protection. This means we need to assess ourcapabilities and prepare for new intensive programs;and be able to extend these into culturally andlinguistically diverse families and communities. The wayahead therefore, is assessing what the future needs ofthe organisation might be, and building that into ourtraining and recruitment.

LEADERSHIP

I wish to acknowledge the strategic direction andguidance by our Directors and their contribution to theorganisation. While it has been a relatively short periodsince becoming a company, we have benefitedtremendously by the skills and commitment shown by

Directors. I particularly wish to acknowledge and thankour departing Chair, Elena Berrocal Capdevila, for herpassion and commitment to Metro Assist over a longtime. The relationship between the Chair and CEO iscrucial to effective governance, and I am grateful forthe confidence Elena has had in me.

I am hugely grateful to our management team for theamazing work they do in keeping this organisation atthe forefront of the game. Our corporate services teamhas done an astounding job in promoting theorganisation, introducing quality managementpractices and skilling up our staff. The finance team hasintroduced a heightened level of accountability andintroduced systems to make reporting simpler andmore transparent. The frontline managers insettlement, employment, families and financialinclusion have demonstrated a commitment which Itruly believe cannot be matched in any other similarly-sized organisation which has the complexity andbreadth of programs we carry.

Our staff have demonstrated tremendous commitmentto their clients and regularly go above and beyond toensure someone is safe; and they do it each and everyday. A huge thank you to our volunteers for theirsupport; and to the student placements who havechosen Metro Assist as the organisation to developtheir knowledge and experience. And a massive thankyou to our funding bodies and stakeholders. Withoutyour ongoing support, we can’t do what we do sobrilliantly.

Thank you and best wishes for the coming year.

Lou BacchiellaCEO

AcknowledgementsMetro Assist acknowledges the Traditional Ownersof the land on which we operate and we pay ourrespects to elders, past and present, and to allAboriginal and Torres Strait Islander people. Wealso wish to acknowledge the Board, staff andvolunteers.

The BoardElena Berrocal Capdevila (Chairperson)Helen Miller (Deputy Chair)Scott Machin (Treasurer)Ting LimHarriet DavidsonJanice PoyntonSanyu MugambwaJemma HollondsPhilippa Scott


HIGHLIGHTS AND ACHIEVEMENTS

In July 2017, SkillME began its third and last year ofservice. In the nine months from July 2017 to March2018 when the funding fromMulticultural NSW expired,we assisted 280 migrant and refugee job seekers. Weran three Skilled Migrant Development Programs inpartnership with TAFE Digital supporting over 50 highlyskilled migrants and refugees to prepare for theirprofessional employment and to gain local workexperience. We also ran five full vocational qualification-training programs.

We continued to strengthen our collaborative andcreative intervention-training model for employment.We engaged stakeholders in the training andemployment sector and applied our person-centredmodel to support a job seeker’s needs with Englishlanguage skills, vocational and job seeking skillsdevelopment, as well as engagement with employers.

We are one of the key partners in the WestmeadHospital Redevelopment collaborative group led by theconstruction firmMultiplex. In February 2018, Multiplexlaunched the “Connectivity Centre” and SkillME wasinvited to have an ongoing presence alongside othersocial support and training organisations. We were veryexcited to become part of this initiative to pursuetraining and employment opportunities for migrant andrefugee job seekers through Multiplex and its sub-contractor and supplier networks.

ParentsNext is all about helping parents with pre-schoolaged children prepare for their future. We assistparticipants with their day-to-day parenting needs andchallenges; help them with their career planning,connect them with education opportunities and assistthem to become job ready while they are still caring fortheir children. From July 2017 to June 2018, we assisted137 participants in the former Bankstown LGA.

In April 2018, we were thrilled to become a servicedelivery partner for the Refugee Employment SupportProgram (RESP) under the consortium led by SSI.Funded by the NSW government, the program aims toprovide a range of support for refugees and asylumseekers to achieve milestones and outcomes towardsemployment. We offer a person-centred triage modelservice to help participants develop an individual planto achieve their education and employment goals.

Since 2016, we have been running a program to helprefugees to enter the logistics industry. The programincludes a full Certificate III in Driving Operations thatteaches participants the rules and obligations that applyto heavy vehicle drivers, as well as the assessment toobtain a Heavy Rigid vehicle license. The courseincreases participant’s awareness of legislationrequirements in the transport industry and enhancestheir skills in safety, route planning, road craft, fatiguemanagement, load restraint and more. This course hasenabled more than fifty humanitarian migrants toacquire a full qualification in addition to theirunrestricted HR licence. The course also prepares

Employment Support

participants for the Australian workforce, by engagingthem in information sessions about Work Rights,Employment Law and Australian Workplace culture. Atthe end of the course, we introduce participants toemployers as an opportunity to gain long-termsustainable employment.

*KIM’S STORY

Kim first came to ParentsNext program in November2017. Despite her qualifications and experience inretail management and recruitment, she wasunsuccessful in applying for jobs. The numerousunsuccessful job applications had resulted in Kimfeeling discouraged and confused. Kim expressedthese feelings of low self-worth and confusion to herParentsNext facilitator who referred her to SkillME. OurSkillME consultant assisted Kim in securing aninternship at a strata management company.ParentsNext paid for Kim’s internship registration anda week prior to the completion of her internship, shewas offered a permanent part-time position. Kim iscurrently employed and works flexible hours, whichaccommodates her parenting responsibilities. Wereceived the below email from Kim on 23 April 2018expressing her gratitude to the ParentsNext andSkillME team for their assistance in encouraging her toachieve both her employment and educational goals.

“I have worked in retail for 17 years. When my eldestdaughter started school last year, I was forced to leavemy job after 11 years. It was the hardest time in my life,a complete struggle to find a job in retail with "mumhours" and something close to home, to be able tojuggle the realities of work/family life balance. Thanksto the hard work and dedication of ParentsNext andSkillME teams. They found an Internship in PropertyManagement for me. I've always dreamed of workingin this field of work, but unfortunately due to startingmy family late in life I never had the chance to pursueit. Fortunately, after my Internship ended I was offereda Permanent Part-Time "Mum Hours" position in thecompany and am now working as a Strata Assistant. Ihave been also offered formal training and furtherdevelopment in gaining Certificates and Registrationto obtain a Strata Licence within a year. I could neverhave achieved this without the support, motivationand dedication of the ParentsNext and SkillME teams.Thank you so much, I am so grateful. I’m still pinchingmyself that I have been given this fantasticopportunity!!”

*Not her real name

FERESHTEH’S STORY

"I am originally from Iran. Istudied Business Administrationand worked as an Insuranceagent for more than 7 years. Icame to Australia in 2017 withmy husband. He got a job in hisfield after couple of months butI struggled to find a job. Iattended the Skilled MigrantDevelopment program (as partof SkillME). It was a greatlearning experience. I learned some good ways toapply for jobs, various tips and tricks for cracking aninterview and building a good resume as well as acover letter for a job. All this guidance has helped mein becoming more confident and fulfilling my careergoals. I've just started a job at a legal company as anadministrative officer and I am very happy."

MOHAMMED’S STORY

Mohammed arrived in Sydneyfrom Iraq in 2015 with his family.He completed his Adult MigrantEnglish Program (AMEP) classesbefore enrolling andcompleting Certificate III inSpoken and Written Englishwith TAFE as well. In 2016,Mohammed came to us forassistance with future trainingand employment. Mohammedwas an experienced truck driverin Iraq. We suggested he enrol in our DrivingOperation qualification, which would teach himeverything he needs to know about truck driving inNSW, as well as give him an opportunity to obtain hisHR license without any cost. Within three months hecompleted the training and got his Heavy Rigid Vehicledriver’s licence. Having previous mechanical skills andabilities and now equipped with improved Englishskills, Mohammed found a full-time job with a biglogistic company in a short time.

“Thank you so much, always keep me updated withyour programs” (Mohammed, 2018).


PROGRAM STATISTICSTotal number of clients seen between July 2016 and March 2017: 280

COUNTRY OF ORIGIN GENDER

ASSISTANCE PROVIDED



Our Family Services area saw some significant changesin broader policy and practice reforms within childprotection and early intervention programmes acrossthe sector. We have embarked on an extensive processwith the Department of Family and CommunityServices (FaCS) and other services and providers in thedistrict, under The Targeted Earlier Intervention (TEI)reforms. The reforms will provide targeted services atthe point where they can have the most impact - earlyin life and early in need. Metro Assist was invited to jointhe TEI working party group to represent Culturally andLinguistically Diverse (CaLD) communities, which gaveus the opportunity to ensure that their concerns areraised at a local level.

Metro Assist was also invited to participate in the TEIdata collecting trial. Our Family team providedvaluable feedback with data collecting that has helpedshape the process of data capturing to thedepartment. The reforms will focus on a TEI ProgramOutcomes Framework. By measuring outcomes thatmatter to clients, our program will empower us to havea better understanding of the impact we have insupporting clients to achieve their goals.

Through the reforms, we have welcomed our newspecialist psychologist service. This service hasbenefited and complimented our caseworkers insupporting and empowering clients. Our newpsychological service provides a holistic approach insupporting family, children and young people who canhave their needs met in a safe and supportiveenvironment that is inclusive. The aim of this service isto support family, children, and young people duringdifficult points in their lives and provide them withrealistic tools and skills in setting them up to get thingsback on track.

Both Brighter Futures and Inner West Family team havebeen using the Human Services Outcomes Frameworkas a platform to collect data and measure theoutcomes for clients. Collecting this data allowed theteam to keep the client’s needs front and centre. Usingthis approach also adds benefits for staff; it allows staffto grow and provides them with the opportunity to

take a step back and reflect on the outcomes of theirwork. Our Brighter Futures program now reaches outto three local government areas Bankstown, Fairfieldand Liverpool. Brighter Futures enthusiasticallywelcomed this invitation by FaCS to extend our serviceprovision to areas within Liverpool, which helps supportthe needs of identified at risk CALD families.

NISHA’S STORY

Nisha and her three young children arrived in Australiaseeking asylum 18 months ago. Nisha attended ourTuning in to Kids program where she learnt aboutMetro Assist’s Family Support Program and startedworking with one of our caseworkers. Nisha had adream to find a good job, but getting her youngestdaughter into childcare was an expensive barrier. Afterour caseworker advocated to local childcare centresand supported Nisha to gain affordable rates, Nisha’syoungest daughter was enrolled two days per week,which has enabled Nisha to secure part timeemployment to support her family!

MARY’S STORY

Mary is a young parent; she has a 10 month old andgave birth to a premature newborn that was in hospitalfor a number of weeks. As a young mother, it can bevery overwhelming and isolating having two youngbabies. The family caseworker supported Mary inaccessing emergency relief and provided her with anew double pram. This made it possible for her to take

both children out of the house. The family caseworkermade a referral to the BUMP program, a young parentsmentoring program. Mary enjoyed the group, madefriends with other young parents, and was connectedto a mentor. She will be receiving ongoing mentoringfrom the service and will receive family support from ayoung parent’s program caseworker. Using an earlyintervention focus, this young family was helped earlyto get ongoing supports in place.

Family Services

Case Management TotalInner West Family Connect 152Child, Youth and Family Services 354

TOP ISSUES PRESENTED

Ashfield Total TargetNumber of services coordinated through the hub 451 160Number of people attended community consults 63 60Number of people attended community plans 80 25Number of people at events 1102 80Number of partnership with the hubs 158 15Number of people that used infrastructure 2990 1920

Strathfield Total TargetNumber of services coordinated through the hub 113 100Number of people attended community consults 50 50Number of people attended community plans 21 15Number of people at events 206 80Number of partnership with the hubs 80 10Number of people that used infrastructure 2208 960

Program Statistics

Community Hubs

INNER WEST FAMILY CONNECT



Metro Assist celebrated our annual Refugee WeekAwards in June at the Bankstown Senior Citizen’sCentre. The awards celebrate exceptional commitmentby individuals from refugee and asylum seekerbackgrounds in the areas of Community, YouthLeadership &Mentoring, Volunteering & Development,and Early Intervention on Crime and Domestic Violenceagainst Women. Our Pratto Project Hospitality Studentscatered a Ramadan Dinner/Iftar. The event celebratedthe positive contribution that refugees make to ourcommunity, and reminded people that while a refugee’sjourney begins with danger, it also begins with hope!

Group activities such as the Arabic Women’s Group, arevital as they aim to increase the inclusion andparticipation of Arabic women in the wider community.They also aim to educate Arabic women fromdisadvantaged backgrounds about health, Family Lawand Australian Law. The information sessions proved tobe very beneficial, as the majority of participants wererecent arrivals in Australia and were unaware of theservices, resources and different programs available tothem. Through these activities refugee womenconnected with various service providers like St.Michaels Women’s group and gave the women andtheir families a greater understanding of the Australiancommunity and the services available to them.

Special Tutorial & Assistance Program (STAP) is one oforiginal initiatives of Metro Assist – piloted in 2003-2004, STAP continues as a school based holisticapproach to supporting families with children in aschool-based setting. STAP provides academic tutoring,behavioural, and social skills mentoring for newlyarrived children and their parents and in the MetroAssist catchments. STAP collaborates with WesternSydney University through the Classroom withoutBorders community engagement department, whichprovide us with student tutors who mentor our youngstudents. Metro Assist is grateful to our partners –Western Sydney University, Local CommunityVolunteers, and the local school communities – for theircommitment to supporting families.

The Housing Advocacy Project (HAP) delivered throughMetro Assist frequently partners with a range ofcommunity service providers and specialisthomelessness services in NSW to deliver complex andholistic case management housing services to culturallyand linguistically diverse (CaLD) clients. The HAP aims

to enhance client’s lives through social housing options.These include placing candidates on the Housing NSWpriority and general waitlist and sourcing affordableaccommodation including temporary and transitionalhousing options for homeless or at-risk clients.

The Australian Citizenship test support program -Mentoring and Guidance for Imminent Citizens(MAGIC) had a 91% completion rate of its 85 registeredparticipants. Four night courses were delivered toaccommodate those who work during the daytime.There was an average of twenty clients per course. Allparticipants were assisted with their citizenshipapplication form so that the clients did not have theirapplication returned, which can increase the alreadylengthy process period.

Some of our employment workshops and leadershiptraining courses include The Skilled MigrantDevelopment program, which was delivered inpartnership with the SkillMe team and TAFE Digital, theOrganisation and Resume Writing Course and theDeveloping Employability Skills workshop. Clientslearned about the Australian workplace and culture,and job application skills. Many participants have goneon to land part time and full time work.

In October 2017, in partnership with the Inner-WestCouncil, a Settlement Services Program worker initiateda conversational English group called the EnglishConversation Club. By November 2017 the groupcapitalized on the new partnership between MetroAssist and Pratten Park community Sports and BowlingClub, Ashfield. Every week there are up to 90 migrantswho attend activities focusing on Englishcommunication skills, understanding the Australiansystem and values, pathways to further studies, healthyliving and positive ageing.

THE *SADIKI FAMILY’S STORY

Mr and Mrs Sadiki, a Syrian refugee couple arrived inAustralia with their three children in 2015. The familydid not have a Settlement Services International (SSI)case manager and through word of mouth, they weredirected to a support service in Liverpool area, but asthey needed an Arabic speaking worker around theBankstown area, they were referred on to Metro Assist.The family‘s youngest son was diagnosed with Autismand it was very hard for them to navigate the systemespecially with the announcement of the National

Settlement Services ProgramCHILD YOUTH AND FAMILY SERVICES

BRIGHTER FUTURES TOP ISSUES

ChildProtection

DomesticViolence

MentalHealth

Neglect Childcare

PARENTING WORKSHOP PARTICIPANTS

OUTREACH GROUP PARTICIPANTS

Dress forWork additionally launched a second site at theWestmead Connectivity Centre along with SkillMe aspart of a community development initiative by Multiplexto deliver employment opportunities for clients in thegreater Western Sydney region. The Dress for WorkWestmead branch has seen over 50 clients through itsdoors since its launch 6 months ago and continues toforge strong partnerships with a variety of communitypartners that are co-located within the Centre.

Corporate partnerships continue to play an importantrole. Partnerships not only yielded much-neededdonations but also strengthened unique joint trainingopportunities to support our clients into employment.One such example includes the partnership with theglobal organisation LinkedIn, to deliver a training coursefor migrants focusing on aspects of online recruitment.

Many of our activities could not have been possiblewithout support from our generous financial and clothingdonors including but not limited to 2day FM CBRE,Kingsgrove Uniting Church and Juren Beauty, andThread Together without which we would not be able tocontinue our work of supporting clients with practicalemployments assistance all over New South Wales.

BREAST SCREEN AWARENESS INMULTICULTURAL COMMUNITIES PROJECT

This project aims to raise awareness and participationrates in breast screening among Culturally andLinguistically Diverse (CALD) communities. The projectlaunched in May 2018 in Lakemba. Deputy MayorNadia Saleh gave a very inspiring opening speech andthe personal stories of Breast Cancer survivors wereshowcased. We are working closely with BreastScreenNSW and by the advisory committee members fromvarious community organisations, academics andhealth services. Breast Screening Education Programswere organised for the Arabic, Chinese, Vietnamese,Indonesian and Indian Subcontinent communities.More than 300 women have so far attended educationsessions.

A leading academic researcher, physicians, healtheducators, and bilingual workers delivered thesessions. They focused on breast health, prevention ofbreast cancer, and the importance of mammograms. Inaddition to the twelve education classes, a mobilemammography van provided on the spot screenings.Community leaders were engaged throughout thisproject to increase awareness of the importance ofbreast cancer screening within their communities.

Workshops such as sewing classes and cakedecorating, combined with information sessions alsocreated a space where women could share their storiesand discuss their understanding of breast cancer.

NUSRAT AND ABIDA’S STORY

My mum attended the Breast Screening educationsession organised by Metro Assist and wasencouraged to have a mammogram because of herage. After doing the screening through BreastScreenNSW, she was recalled for further assessment, but shewas reluctant. The Metro Assist worker and I convincedher that early detection could be a lifesaving step ifshe is diagnosed. It was not easy for her to take thatstep, but finally she went for the assessment.


Disability Insurance Scheme (NDIS). The family did notknow where and how to start, and were so confusedwhen they were told about their son’s case. They wereoverwhelmed and thought they will not be able to treattheir son. As a refugee family, they were not awareabout the support services and resources available tothem. We provided extensive information andencouraged the family to attend information sessionsand consultations about the NDIS.

The focus of support was to advocate on the family’sbehalf and put in a submission for funding from AutismSpectrum Australia; we also supported the family to putin an NDIS application, and followed up with the NDIA

and the NSW Autism Advisor until the family receivedfunding to start the early intervention program for theirson. We also followed up the matter with therapists tomake sure the right services and sessions are provided.The family are now more aware of support services andunderstand their options and choices. The family’sfeedback was extremely positive and they were verygrateful for the support provided to achieve such apositive outcome. They are now able to access servicesthat are relevant to their day-to-day activities, and morespecifically their link to NDIS has changed their qualityof life.

*Not their real name

DRESS FOR WORK

In 2017 -2018 alone, Dress for Work received referrals from over 60 service providers in NSW, with over 1000clients assisted with clothing support and job training. Dress for Work additionally continued to deliver JobReadiness Training with Dress for Workfacilitators conducting over 20 outreachJob Ready Training Workshops at highschools, expos and communityorganisations across New South Wales.

In the second half of the year, Dress forWork celebrated the launch of a newstorage facility at its Bankstown site aspart of funding received under theStronger Communities grant. FederalMember for Blaxland, Jason Clare,officially launched the building which hasenabled the project to accept moreclothing donations as well as provideadditional space for volunteers and staffto undertake the practical day-to-dayactivities of the project including taggingand sorting of donated stock.

PROGRAM STATISTICS

• Individual Clients: 1934• Number of Cases: 3189

Top 10 issues presentedEducation and EmploymentCommunity ParticipationFinancial ResilienceHousingAdvocacy/SupportMental HealthParenting practicesFamily harmonyPhysical Health

The Torch Newspaper, July 2018

TOP FIVE COUNTRIES OF BIRTH

Unfortunately, after the second mammogram she wasdiagnosed with breast cancer. She wanted to keep itprivate and confidential, but later my mother wasbrave enough to break this news to ProbashiBangladeshi Women’s Association. It was a veryemotional journey for her, but she received a greatemotional support from the group, which was verycrucial for her at that moment.

I would like to thank Probashi Bangladeshi Women’sgroup for giving emotional support to my mother,Metro Assist and BreastScreen NSW. It was a friendlyand easy to access service. If it wasn’t for the earlydetection and screening program, my mum would notbe here today to see her daughter get married and hertwo amazing grandchildren. I also would like to say asa young person we can encourage our mothers orsisters to do the mammogram as sometimes theyreally need encouragement from us.

PRATTEN PARK EMPLOYMENT INITIATIVE

The Pratten Park Capacity Employment Initiative is apartnership between Metro Assist, Pratten ParkCommunity Sports and Bowling Club and TAFE NSWSWSI. The purpose of the initiative is to supportcatering and hospitality training and work placementsfor newly arrived migrants and refugees.

Fifty Participants received a TAFE qualification incatering and hospitality utilising the newly renovatedkitchen facilities at Pratten Park Community Sports andBowling Club and TAFE NSW Campbelltown Campus.The first cohort has finished their training, graduateswill be running a restaurant, The Pratto Café andCatering, at Pratten Park Community Sports andBowling Club which will give them valuable workexperience and generate capital to extend trainingopportunities to other newly-arrived migrants andrefugees. Gaining employment is empowering tomigrants as it helps families meet their financialresponsibilities and can be a pathway to secureaccommodation. The funds granted through the InnerWest ClubGrants 2017 has enabled the employmentof a part-time coordinator for this initiative.

The training provided by TAFE SWSI gives trainees theskills, knowledge and understanding to gainemployment as either a food and beverage attendant,barista, function attendant, guest service attendant or

restaurant server. Trainees can extend their studies bycompleting one of the hospitality pathway programs.Indirect benefits of this training for trainees has beenan improvement in English suitable for the work place,social support and work experience. We acknowledgethe outstanding work of TAFE SWSI in delivering thistraining effectively.

Metro Assist and Pratten Park Community Sports andBowling Club are grateful for the funding received fromInner West ClubGrants 2017 and the enduring supportof our federal member of parliament, AnthonyAlbanese, and our state Member of Parliament, JoHaylen, Inner west Council, Wests Ashfield LeaguesClub and Canterbury- Hurlstone Park Leagues Club.



Southern Sydney Tenants Advice and Advocacy Service(SSTAAS) provides tenant’s advice and advocacy toover 83,000 households in our area. This includesresidential tenants in the private rental market, socialhousing, caravan parks and boarding houses. In 2017-2018, we assisted 1448 new clients. Over 30% of ourclients spoke another language other than English athome. Of these, the largest language groups includeArabic, Chinese, Bengali, Greek, Spanish andPortuguese.

Tenants older than 55 years are also a significant group,as they make up at least 20% of our clients. Theyexperience severe stress and distress at the possibilityof homelessness, even when they have not breachedtheir agreements. During this year, we providedextended assistance to older tenants in New SouthWales Civil and Administrative Tribunal (NCAT). Sometypical cases include an elderly tenant in social housingwho required essential repairs so that her premiseswere safe to live in. Another example was of oldertenants in public housing who had spent numerousyears caring for frail aged parents, and then facedhomelessness when their parents passed away. As wellas a person over 85 years old experiencing harassmentand threats of eviction from a private landlord.

SSTAAS covers a large area and we experience a hugedemand from local tenants. Duty advocacy is one wayto provide much needed assistance in a timely and costeffective manner. Disputes between tenants andlandlords are heard at the NSW Civil andAdministrative Tribunal (NCAT); and most tenants areself-represented. Duty advocacy is an initiative of theTenants Advice and Advocacy Network and SSTAASprovides duty advocacy three days per fortnight atSutherland and Liverpool NCAT. It means we can giveimmediate advice to tenants so that they cansuccessfully negotiate with landlords and settle theirmatters without the need for formal hearings. In 2017-18, we assisted 213 tenants at duty advocacy, and ofthese, we assisted 41 with the hearing on the day.Common matters at NCAT that we assist with are rentalbond claims and terminations.

INNER WESTERN SYDNEYFINANCIAL COUNSELLING SERVICEBeing able to pay bills on time is essential to living acomfortable life. For many that is not possible, and thisleads to stress due to constant worry of disconnection,a loss of a car or a loss of a home.

The Inner Western Sydney Financial CounsellingService is a partnership between Metro Assist andGood Shepherd NZ to assist residents facing financialstress and challenges. We operate out of Ashfield,Campsie and Marrickville and provide outreach inLakemba and to Bridge Housing.

Most of our clients rent, with most debts centredaround credit cards, utilities and rental arrears.However, we are seeing more clients facing mortgagedefaults. Defaulting on a mortgage is particularlystressful as it often involves very high debts, hasimmense impact on relationships and can lead to theloss of an asset that represents decades of emotionalinvestment. Working with mortgage defaults can havea high impact on clients and on staff.

EAPAEnergy Accounts Payment Assistance (EAPA) is morethan just assisting clients with financial assistance topay their utility accounts. During the year, EAPAsuccessfully transitioned from a paper vouchers systemto a digital system. We assisted over 400 clients duringthe year. Thanks to the initiative of two staff members- Doaa Dofalla and Nadwa Boushain – Metro Assistnow provides Bill Assist days. These events are abouteducating clients about electricity accounts – how theirusage is calculated, the different charges used, whatrebates are available and safety with electricity in theirhomes.

Tenancy and Financial Inclusion

Metro Assist worked with EWON and other localcommunity agencies to hold energy assist days at

Riverwood, Bankstown and Campsie.


GOING HOME STAYING HOMEGoing Home Staying Home is delivered through apartnership called Linking Hearts and is headed by theMuslim Women’s Association. Metro Assist is onepartner along with Baptist Care and Sydney Women’sCounselling Service, together we deliver transitionalhousing service for CaLD families facing homelessnessin the Canterbury Bankstown area.

Finding accommodation when you are homeless orabout to become homeless can be overwhelming. Ourrole in the project is to support families back into therental housing market. During the year, we assisted 70families, 10 of whom moved into social housing, andthe remaining were found new rentals in the privaterental market, predominantly in the Bankstown toChester Hill area.

NILS2017-2018 saw the No Interest Loans Schemes (NILS)project move to a new model of service delivery. NILSis now provided through a two-tier system – clientservice providers and loan provides. Metro Assist willmove into the role of a loan provider. The transitioncommenced in April 2018 and is now fully complete.As a loan provider, we receive loan applications fromclient service providers. During 2018-19, we willpromote the NILS programme throughout the InnerWest and South West to increase access for low-income households, particularly amongst CALDcommunities, and to promote the service as aresponsible and affordable form of credit.

STATISTICS FOR TENANCY AND FINANCIAL INCLUSION TEAM 2017/18

SSTAAS:• Number of new clients: 1448• Over 405 clients assisted with duty advocacy• Over 22% spoke another language at home• The five largest language groups were: Arabic, Chinese, Bengali, Portuguese, Greek, Spanish• Tenants living in units now account for most tenancy enquiries, and there are increasing numbers

living in granny flats and shared accommodation.

INNER WESTERN SYDNEY FINANCIAL COUNSELLING SERVICE

• Number of new clients: 421 with 3437 sessions• 38.6% spoke another language at home• The largest language groups were Arabic, Vietnamese, Chinese, Filipino, Hindi and Urdu.• 85% of clients rented their premises

NILS**Statistics are only for July to December 2018 due tochange in program, and data system used• 97 clients with 140 loans issued• The most common items for loans were vehicle

registration, refrigerators and household appliances• 89% of NILS clients rented their premises• 73% were of Culturally and Linguistically Diverse

background• 9% of Aboriginal and Torres Strait background

Going Home Staying home• Assisted 70 clients, all from CaLD backgrounds to

re-enter the housing market• 10 found housing with social housing providers• 60 were assisted back into the private rental market

Eapa AND Emergency Relief• Assisted over 400 clients with EAPA payments• Assisted approximately 180 clients with emergency

relief

TYPE OF ISSUES PRESENTING TYPE OF DWELLING RENTED


The net surplus for the financial year 2017-2018 is $248,961 after transferring $39,862 to the Restructuring Fundfrom retained earnings leaving a balance of retained profits of $1,423,906.

In 2017-2018, there was a substantial increase in Government grants due to CPI increases and the EqualRemuneration Order (ERO) payments received from funding bodies. This year we brought to account capitalgrants, additional funding earned from complex case work, additional NILS funding, additional club and councilgrants. Interest income increased 11% due to additional funds invested in term deposits attracting a higherinterest rate.

The equity position of Metro Assist remains strong with total net assets of $1,705,303.

For the continuity of the services, Directors recognise the need for assured funding and the organisation’s abilityto diversify its funding base into new areas of service. A social enterprise is being developed this coming year,and will be a source of income for the future.

ACKNOWLEDGING OUR FUNDING BODIESMetro Assist acknowledges the continued support of the following funding bodies:

• Department of Social Services• Department of Employment• NSW Department of Family and Community Services• NSW Office of Fair Trading• Multicultural NSW• Local Councils and ClubGrants• Charitable Trusts and Foundations for small grants• Cancer Institute NSW

METRO ASSIST AUDITORSWilliam BuckChartered AccountantsLevel 29, 66 Goulbourn StreetSydney NSW 2000

Financial Summary Metro Assist LimitedSTATEMENT OF FINANCIAL POSITION AS AT 30 JUNE 2018

Campsie (Head office)Level 2, 59-63 Evaline StPO Box 503Campsie NSW 2914T 02 9789 3744F 02 9718 0236

Bankstown Office62 Meredith Street,Bankstown NSW 2200T 02 8709 0200F 02 8709 0299

Ashfield Community HubSuite 1, 260 Liverpool RdAshfield NSW 2131T 02 9798 1700F 02 9798 1717

Homebush Community Hub1B Bates StreetHomebush NSW 2140T 02 9746 8217

Condell Park Office43 Simmat AveCondell Park NSW 2200T 02 9790 1766F 02 9790 2622

E [email protected] www.metroassist.org.au

annual report 2017 - 2018 report_2018_online.pdforganisations including the muslim women’s...

Documents