West Coast Homecare

ANNUAL REPORT 2023 2024

Acknowledgment of Country West Coast Homecare would like to acknowledge the Barngarla people, the traditional owners of the land and pay respect to their Elders past and present and extend that respect to other Aboriginal and Torres Strait Islander people. 2

The Annual Report aims to provide you with information about the activities and audited Annual Financial Statement of West Coast Homecare for the year 2023-2024. These can be viewed and downloaded from West Coast Homecare’s website at : www.westcoasthomecare.com/reports CONTENTS OurObjectives.............................................. 4 OurPurpose................................................ 4 OurLocal.................................................. 5 OurBoardOfManagement.................................... 6 OurFutureDirectionsSnapshot................................ 10 FromtheCEO............................................... 12 From the Executive Manager Homecare Programs. . . . . . . . . . . . . . . . . 14 ‘Conversations’ Consumer Engagement 2023-2024 . . . . . . . . . . . . . . . . 16 SectorSupport&Development................................. 18 OurCustomerServiceCharter................................. 19 OurPrograms............................................... 20 CommentsfromClients....................................... 24 Our Staff................................................... 25 From the Executive Manager Finance & Corporate Services . . . . . . . . . 28 FinanceReport.............................................. 29 3

OUR OBJECTIVES West Coast Community Services Incorporated is a not-for-profit organisation established to service the objectives of the association. The name of our association is West Coast Community Services Incorporated trading as West Coast Homecare. The Association was established as Lower Eyre Peninsula Accommodation for Disabled Incorporated on the 8 May 1987. The association changed its name to West Coast Community Services Incorporated on the 28 May 2003. The association was registered as a charity with the Australian Charities and Not-for-profit Commission on the 3 December 2012 and holds the entity subtypes of “Advancing social or public welfare”, “Public Benevolent Institution” and “another purpose beneficial to the community”. West Coast Community Services Incorporated objectives are: ▶ As a primary objective, to develop and provide home and or community-based services for older people and people with disability and their carers to provide relief of benevolence needs. ▶ As secondary objectives, to: 1. Support people to make informed choices for their care and services to live the life they choose. 2. Promote a culture of safe, inclusive quality care and services. 3. Grow local workforce solutions to deliver quality and safe services. 4. Invest in innovative approaches for sustainable home care services. 5. Support the development and expansion of home and/or community-based support services and charitable enterprises. 6. Increase community awareness regarding ageing, people with disabilities and carers and promote the accessibility of comprehensive services for these people. OUR PURPOSE West Coast Homecare is a provider of in-home aged care and disability support services to Eyre Peninsula. West Coast Homecare has been facilitating care in the community for more than 30 years. Our people live local, work local, know local. Through our network of trusted homecare professionals, we offer a range of services, supporting you to continue the lifestyle you enjoy in your own home and community. Adaptability is in our nature, so we can support more often, or step back when people have it covered. We are here to support people to live life how they want to. We are best described as invigorating in our optimism and “can do” attitude that we bring to our consumers, family members, contractors and our community. In the evolving landscape of the in-home aged care and disability support sectors, West Coast Homecare is a progressive provider on Eyre Peninsula. Our friendly responsive team aim to provide people with access to the best matched services and support, making people feel strong, healthy, and full of energy. Their local knowledge helps to build partnerships and local capacity to support access to lifestyle opportunities. These tailored services are facilitated, coordinated and delivered to strengthen and support choices for independent living. 4

CUMMINS CLEVE KIMBA TUMBY BAY PORT LINCOLN COWELL ADELAIDE COFFIN BAY PORT NEILL ARNO BAY OUR LOCAL Eyre Peninsula is a triangular Peninsula in South Australia. It is bounded on the east by Spencer Gulf, the west by the Great Australian Bight, and the north by the Gawler Rangers. The region’s economy is primarily agricultural, with growing aquaculture, mining and it boasts fantastic food and wine, luxury accommodation and abundant wildlife, but it is best known for its world-famous aquatic activities. West Coast Homecare is committed to support small rural communities on Eyre Peninsula with office locations at: ▶ Port Lincoln: 56 St Andrews Terrace, Port Lincoln SA 5606 ▶ Tumby Bay: 3 Spencer Street, Tumby Bay SA 5605 ▶ Cummins: 58 Bruce Terrace, Cummins SA 5631 ▶ Cleve: 27A Main Street, Cleve SA 5640 OUR VISION We will grow alongside our community, through times of change by expanding our local networks to connect people to the right care, at the right time. Strive for excellence We strive to be leaders in care. We listen and learn, seeking continuous feedback from our customers, contractors and networks to deliver high quality services that meet the needs of local people. Local at heart We are experts in our community. We connect people with the best local services to cultivate growth within the Eyre Peninsula. Community engagement We prioritise people above all else. Whether it is our staff, our customers, or our community, we are here to listen and respond to human needs and create long lasting networks of connection. Sharing in knowledge We digest complex, everevolving information about the aged care and disability industries, and local context to develop innovative services that meet the needs of the community, and provide clear and insightful advice to our customers and network. Embrace diversity We believe everyone is deserving of a happy and healthy life, and we appreciate the diversity within our community. We strive to deliver fair and equitable support for all by guiding people to maintain control and influence over their life. OUR VALUES OUR MISSION Our purpose is to use expert local knowledge to enrich the health and happiness of people in the Eyre Peninsula by providing personalized aged care and disability support services in the heart of our community. Port Lincoln Cleve Tumby Bay Cummins 5

OUR BOARD OF MANAGEMENT FROM THE CHAIRPERSON Over the past 2 years, the organisation has consolidated and built staff capacity to provide increased services to consumers. We can therefore be confident that with a positive profit forecast, West Coast Homecare will continue to be the preferred local service provider in aged and disability care. The CEO, Deanne Hartwig, ensures West Coast Homecare has a qualified workforce by engaging mainly clinical staff (Registered and Enrolled Nurses) as co-ordinators of care. She has orchestrated the introduction of Enrolled Nursing training for several West Coast Homecare staff in Port Lincoln in 2025. This along with offering Certificate III & a school-based traineeship, will provide a pathway to a sustainable future. The board directors of West Coast Homecare continue to provide governance by reviewing the financial position and by keeping updated in the aged and disability industry while continuing to promote the culture and ethos of the organisation. We have recently farewelled Deputy Chairperson Vicky Wilkins, and I thank her for her sound clinical knowledge and service to West Coast Homecare. We welcomed a new board director, Sara Fauser to the team. I wish to acknowledge the strong leadership that Deanne Hartwig provides to the organisation and thank her and all the staff and Registered Service Providers (Independent Contractors) that continue to deliver an excellent service Catherine Pearson Chairperson West Coast Homecare Board Directors are from our communities who give generously of their time and energy and interrupt their personal and professional lives to support West Coast Homecare as a not-for-profit organisation because they believe in this mission. This group of individuals together are ultimately responsible for overseeing the operations and making sure West Coast Homecare is working towards achieving its charitable purpose and meet a set of legal duties and act in the best interest of the organisation. They also accept responsibility and accountability for the delivery of safe and quality care and services. The organisation is required to comply with the Australian Charities and Non-for-profits Commission (ACNC), Aged Care Quality Standards and NDIS Practice Standards.

Catherine Pearson Chairperson Since: 28/04/2021 Committees: Chairperson of the Finance, Risk & Audit Committee Cathy was born & lived on Eyre Peninsula most of her life. Together with her husband Rod, they have managed their farm at Brooker (near Yeelanna) for over 40 years. Both of then also had busy careers and have now retired to Port Lincoln, although they still run sheep on the farm. Cathy had envisioned a quiet retirement; however, she realised you actually retire from work but not life! She loves living in a seaside town and enjoy being closer to family. As a retired nurse, she strongly advocates for quality of life for everyone. There is no doubt that there are inequalities in services available for those living in rural and remote areas. West Coast Homecare work hard to connect people to available services to enable them to lead a quality life. It was this quality in the organisation that led me to accept a nomination to the board. Cathy very quickly stepped into the chairperson role and enjoy working closely with the CEO, Deanne Hartwig. As a board director, she is able to draw from past experiences and ongoing training, to contribute to the governance of the organisation. Cathy is thankful that Deanne is on top of the game when it comes to policy writing and the operational running of West Coast Home Care. Vicky Wilkins Deputy Chairperson Since: 15/10/2009 / Resigned: 26/06/2024 Committees: Member of the Clinical Governance Committee Vicky joined the board of West Coast Homecare in 2011 to represent the Tumby Bay District. At the time Vicky was working as a Registered Clinical Nurse at the Tumby Bay Hospital as well as setting up and attending to The Chronic Disease Care Plans at a local Medical Practice. Working in a country hospital Vicky was required to attend to all aspects of Nursing that brings a depth of clinical care, including working in management roles being the Registered Nurse in charge of the hospital, patients and staff. This included supporting people as part of the hospital discharge planning process. Prior to returning to Nursing in 1987, Vicky was a Board Director of the Tumby Bay Hospital for 6 years which gave her insight into the role of boards and board members. Prior to this Vicky was a member of various voluntary community committees holding varying office bearer positions and was awarded a couple of life memberships as a result of these services. Vicky’s experience of 30 years of Nursing and preceptoring students, as well as policy writing and risk management roles and clinical care contributes to her fulfilling her role on the board of West Coast Homecare and on the Clinical Governance Committee. Vicky finds it very satisfying working with the CEO and Board members in an effort to provide excellence in services to our communities. Vicky also values meeting with clients at the open forums that are held several times a year to hear the client’s thoughts on what they would like us to provide in the way of services and care. BOARD PROFILES 7

Sandra Andrew Board Director – Life Member Since: 17/03/1987 Sandra has been involved with West Coast Homecare since inception, as a member of the steering committee to source funding for the organisation. As an active Board Member, she has been aware of every change in all aspects of aged care and any other home care industry matters over the years. Sandra has life experiences gained firsthand through caring and supporting various family members with dementia, terminal illnesses and caring for her brother in the last six months of his life. Sandra supported and delivered her brother’s palliative care and met his clinical care needs, so she has experienced the value of care and support in a person’s own home. Sandra believes there will always be care and support services needed, like West Coast Homecare and this drives her commitment to continue as a Board Member. She respects the services provided and is glad to play a part in this local service provision. Sandra said, it is evident that all WCH staff genuinely care about the clients and the services that they are able to provide to maintain people living in their own homes and communities. Kathryn Dry Board Director Since: 15/10/2009 From an early age Kathy’s core character led her to care for family and friends in times of them requiring her caring support. Kathy then continued to provide caring support as a compassionate, reliable and steadfast adult. This lived caring experience formed the basis for Kathy’s skills to support her throughout her journey as a qualified hairdresser, offering incidental counselling to both clients and work mates over several years. This included hairdressing and volunteering at Matthew Flinders Nursing Home for 12 years, working with residents and day centre attendees. Kathy became a fulltime carer for her partner 20 years ago who has lived with chronic pain episodes ever since, limiting his ability to perform individual daily tasks. She then volunteered for Carers SA supporting young carers, who cared for family or friends who had a medical diagnosis or a mental health diagnosis. She became employed by Carers SA as a permanent part-time Carer Support Worker, for seven years. During this time, she travelled from Port Lincoln to Ceduna, Streaky Bay, Kimba, Cummins, Arno Bay and Tumby Bay to support carers with education, retreats, activities, support groups, one on one and phone support. Gerry Taylor Board Director Since: 24/06/2020 Committees: Member of the Finance, Risk & Audit Committee and Clinical Governance Committee Port Lincoln has been Gerry’s ‘home to come back to’. His mother was born in Port Lincoln and moved to Adelaide in her teen years, and this is where Gerry was born. School holidays were mostly spent in Port Lincoln visiting relatives and enjoying fishing and its environment. Following National Service, winning one of those ‘lotteries’ with a year in Vietnam he returned to High School to complete his Matriculation as one of the first mature aged students to re-enter High School. Having a heart for social justice this led Gerry into Social Work and moving to Port Lincoln in 1974. Most of Gerry’s working life has been involved with human services, 20 years in Social Work followed by 18 years as the Executive Officer with West Coast Homecare during its formative years and into a well-established organisation. Gerry has also served on the Port Lincoln Hospital Board and Port Lincoln High School Board. After several years in retirement Gerry felt the need to give back to the community using his experiences gained working in human services in particular not-for-profit organisations. This led to Gerry joining West Coast Home Care as a Board Director. 8

Meagan Franklin Board Director Since: 14/12/2021 Committees: Member of the Finance, Risk & Audit Committee Meagan is passionate about ensuring regional Australia has access to the same level of services and opportunities as our city counterparts. This passion extends to all areas of life, recreation, education and essential services. Born and raised on the family farm near Paskeville on the Yorke Peninsula, her earliest memories of administration were typing up her dad’s weekly President reports and seeing if she could type as quick as he could dictate. She was a natural mathematician at school and an eager school leader, so it was a natural progression to study Commerce at Adelaide University in her Tertiary years. She was very fortunate to find employment with an outstanding regional business as their Accountant, Cowell Electric, in 1999 when she moved to Cowell with her husband, Matthew, when he decided to return to the family farm. During her time at Cowell Electric, she completed her Certified Practicing Accountant (CPA) status, held the position of Company Secretary for over 10 years, Chief Financial Officer for 8 years and was fortunate to have completed many professional development courses such as Melbourne Business School Leadership Development course, CPA Advance CFO course, and the Australian Institute of Company Directors (AICD) course. Matt Hayman Board Director Since: 23/06/2022 Matt was born & raised on the Lower Eyre Peninsula, starting in Cummins before finishing School at Saint Joseph’s School in Port Lincoln. Having spent several years working around the EP in different industries before studying Physiotherapy at the University of SA where he met his wife, Courtney. Beginning his career in Whyalla after graduating working with Country Health SA gaining experience in several different areas of health, including inpatient, outpatient and community care. Matt has now been practising Physiotherapy for over 12 years & in 2015 realised his goal of opening his own practice - EP Physio Plus which started out in the spare room of his house. Things steadily progressed and turned into what it is now, a multidisciplinary clinic in a world class facility. Working in the community has led Matt to providing care to the aged in the community and in the local aged care facilities. Outside of work Matt is involved in several local sporting clubs, enjoys spending time with his family and the wonderful outdoors that the Eyre Peninsula has on offer. Sara Fauser Board Director Since: 22/11/2023 Committees: Member of the Finance, Risk & Audit Committee Sara grew up in Cleve and was educated in Adelaide, completing her Bachelor of Business and Finance in the late 80’s, going on to a Graduate training position with the ANZ bank. In the 90’s Sara met and married David Fauser and shifted back to Eyre Peninsula and have two girls. They have lived and worked on their farm near Ungarra and will soon be moving to Port Lincoln. Sara then enjoyed working at the Tumby Bay Medical Clinic and worked there for 23 years progressing from reception to Managing the business of General Practice. There was plenty to learn as technology and government regulation infiltrated every aspect of running a private practice. During this time, Sara was also privileged to have a catering business. In accepting the Board position with WCHC, Sara hopes to bring the perspective of the WCHC consumers, having seen the impacts of aging and disability in her working and personal life. Every month she is learning more and more about the complexities of this sector and hopes to make a meaningful contribution as a member of the board. Deputy Chairperson Since: 26/06/2024 9

Re-Imagine Our Local Local engagement informs our future Local solutions support people to live the life they choose Local community development ensures a sustainable future Re-Imagine Our Business Optimize consumer experiences always Leverage smart solutions Renew, reposition and reinvent for future sucess Re-Imagine Our People Our people live local, work local, know local Our people are our culture Growing our people and future leaders Our strategy optimises 3 key themes to consolidate sustainable home care services in our rural communities... OUR FUTURE DIRECTIONS SNAPSHOT People are seeking increased choices to live independently with tailored support services to remain in their home, connected to family, friends and community to live the life they choose. Both the aged care and disability support sectors continue to make important changes. West Coast Homecare will continue to engage and partner with consumers and communities to learn and listen to what people really require to remain living in their own home and community. Our future directions continue our mission to enrich the health and well-being of people, by providing personalised in-home care and supports services. While our vision is our promise to grow alongside our community and partner with people to access the right care at the right time. 10

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FROM THE CEO Our workforce really is our culture. Our team of dedicated caring individuals reflect the essence of West Coast Homecare to be a local, flexible, caring, friendly people who go the extra mile for Consumers. They demonstrate genuine commitment to the mission and values of West Coast Homecare and are simply doing great work and are appreciated by Consumers. Staff were recognised and rewarded with relevant industry and Fair Work Commission decisions to increase wages. We are thrilled and acknowledge the positive feedback we receive in relation to the services provided to our loyal Consumers. To build a sustainable future we have continued to strategically invest in suitably skilled and qualified workforce and current ICT systems to support a mobile workforce. Thank you to Shane Porter, Executive Manager Finance & Corporate Services for his support and acting in the role of CEO during the year. Jill Schultz, Executive Manager Homecare Programs has continued to provide a much-valued service to the organisation during significant growth in Consumers, service delivery and staff numbers. During the past year our goal has been to strengthen our cohort of nursing staff to respond to the increasing need for nursing services in our regions while growing our workforce capacity to meet future growth. We were pleased to welcome Virginia Perin, Manager Clinical Care and Services Registered Nurse to our team who is demonstrating strong clinical management and leadership to the homecare team and Nurses. We have had new staff join our team and sadly said goodbye to others. We welcomed our first school-based trainee Taya Fowler to our team and hosted a Social Work and two Occupational Therapy students in their final placements. Our staff have expressed interest in traineeships to grow our capacity for a skilled and qualified sustainable workforce and we are hopeful that the enrolled nurse training will be delivered in Port Lincoln in early 2025. Our amazing Registered West Coast Homecare Service Providers are our local heroes who continue to support people to live in their own homes and communities providing person centred, flexible and responsive services. Overall Consumer numbers continue to grow with the Commonwealth Home Support Programme at full capacity, Home Care Packages increasing and fewer NDIS participants. We continued to hold “Conversations” Consumer Engagement Forums and our 2023 Annual Event in each of our four regions Port Lincoln, Tumby Bay, Cummins and Cleve. Thank you to Kate Eglinton who has coordinated the fun-filled Consumer Engagement events and to all the Consumers, Board Members, staff and guest speakers for supporting these events. Our Consumer Advisory Body have provided several areas for continuous improvement that have been welcomed for action. 12

We have successfully completed a NDIS re-certification Audit with stage 1 completed in July 2023 and stage 2 onsite audit completed in October 2023. An assessment team of quality assessors from the Aged Care Quality and Safety Commission conducted a Quality Audit of our aged care services in April and May 2024 to assess whether the quality of care and services being provided to consumers meet the Aged Care Quality Standards. As at the 30 June 2024 the final Performance Report was not received. Both audits have been well supported by Gill Mahoney, Quality Coordinator. New Aged Care Governance requirements were introduced from 1 December 2023 with the introduction of the Consumer Advisory Body and the Quality Care Advisory Body. To continually improve governance and practice we have welcomed an Aged Care Business and Workforce Advisory Service consultancy in February 2024 with a focus on financial management and related workforce matters. We were also thrilled to receive a Department of Health Service Development Assistant Panel Grant (SDAP) to receive high level consultancy in relation to strategic, business, workforce and clinical consultancy. The project commenced in May 2024 and will finish in February 2025. We acknowledge and appreciate the support of many organisations, service providers and suppliers with whom we work across our communities. Amazing community members contribute their time to serve on the Board of Management and take the time to engage with Consumers. I acknowledge the support of our Chairperson, Catherine Pearson. The Board of Management and I thank Samantha Rogers Executive Assistant who provides timely and efficient support to the executive group. I continue to value that together everyone achieves more. Deanne Hartwig CEO 13

FROM THE EXECUTIVE MANAGER HOMECARE PROGRAMS There have been significant changes in the Aged Care sector following the Aged Care Royal Commission. Some recommendations, such as the Serious Incident Response Scheme (SIRS) and the Code of Conduct, have already been implemented, whilst other reforms will be implemented in a staged approach. The Royal Commission was set up in October 2018 to investigate the quality and safety of aged care services in Australia. In 2021, the Royal Commission reported that there was a need to significantly improve the quality of both residential and home care. The Royal Commission found that Australians are living longer than ever, which means their care needs become more complex as they age. It emphasised that the aged care sector must adapt to these changes, requiring expansion and improvement of services. The Aged Care Taskforce was established in June 2023 by the Government to review the aged care system and build on recommendations by the Royal Commission into Aged Care Quality and Safety. One of the Task Force’s findings was that older people prefer to stay in their own homes. Therefore, the aged care system should support their ability to live at home for as long as they desire and can do so safely. The Home Care sector currently involves 2 programs, the Home Care Package Program and the Commonwealth Home Support Programme, which are not ready to meet the growing needs of older people. People who have accessed the Home Care Package Program under the current system can leave significant funds unspent, while others can wait for months to access services. This is due to existing program constraints and inconsistencies with assessments that may not be well aligned to actual need. The Commonwealth Home Support Programme is an entry level home care program and aims to provide 1 or 2 services to help people to stay independent. Due to the wait list for the Home Care Package Program, people with increasing needs are staying on the Commonwealth Home Support Programme longer and requiring more services. This situation places additional strain on this entry-level program. The new Support at Home Program has been designed to address the issues of the 14

current home care programs and will be introduced in stages. From 1 July 2025 the new program will replace the Home Care Package Program and the Short-term Restorative Care Program. The Commonwealth Home Support Programme will transition to the new program no earlier than 1 July 2027. The Royal Commission found that the previous aged care assessment process was confusing for older people and their families to navigate and that they had to tell their story several times. In January 2025 it is on track for ACAT, RAS and AN-ACC (residential care) to transition into the Single Assessment Workforce to deliver the Single Assessment System. The new Aged Care Act is set to commence on 1 July 2025, coinciding with the launch of the new Support at Home program. This phased approach aims to ensure a smooth transition to the enhanced aged care system envisioned by the Royal Commission. In 2021 The Royal Commission recommended an urgent review of the Aged Care Quality Standards. The Strengthened Aged Care Quality Standards are expected to be introduced with the commencement of the new Aged Care Act. The Australian Government commissioned an independent review of the National Disability Insurance Scheme (NDIS) in October 2022. This review aimed to put people with disabilities back at the centre of the NDIS and improve its design, operations and sustainability. The final report of the Independent Review of the NDIS ‘Working together to deliver the NDIS’ was delivered on 7 December 2023. In March 2024, the Australian Government introduced changes to the NDIS Act 2013 based on key recommendations of the NDIS Review. The new NDIS laws will come into effect on 3 October 2024. While some changes will take effect on day one, others will be introduced over time as they are designed and implemented. Jill Schultz Executive Manager Homecare Programs 15

West Coast Homecare is committed to working in partnership with consumers and carers to ensure that we provide quality care to meet individual needs. Engagement with our consumers ensures that we review our service delivery regularly and that there is ongoing continuous improvement. The engagement process occurs in many varied ways, beginning with the very first contact that consumers have with us. Throughout their journey with West Coast Homecare consumers and their family can identify their needs and develop a care plan to suit their specific needs. Our person-centred approach is respectful of the needs, values and experiences of consumers. Ongoing review of consumer care plans supports changes when required. Regular consumer surveys provide feedback about service delivery and opportunities for improvement are addressed in our continuous quality improvement plan. There is also a clear and timely process for dealing with complaints and concerns. We continue to offer our Consumer “Conversations” forums twice a year in Port Lincoln, Tumby Bay, Cummins and Cleve. While these events provide an opportunity for consumers to meet for fun, social interaction and afternoon tea they are an important way for staff and board members to engage with consumers in an informal environment. The CEO, Managers, staff members and board members attend these meetings providing consumers with direct access to senior management, service coordinators and the governing body. Staff and board members provide organization and service delivery information as well as sector updates. There are always opportunities for consumers to ask questions and to participate in discussions about issues of concern. Feedback is collated and addressed following the meetings. The end of the year event is an opportunity to present the Annual Report and to celebrate the year’s achievements with a fun theme for consumers to participate in if they wish. This year consumers were invited to dress for an island cruise. Many colourful floral shirts appeared, and those who attended were taken down memory lane with a fun afternoon ‘visit’ to Gilligan’s Island. Of course there were prizes for the loudest shirts! Following the recent Royal Commission into Aged Care providers are now required to offer aged care consumers and their representatives the opportunity to start a Consumer Advisory Body. This body is required to provide a report to the governing body to strengthen service improvement. This new responsibility builds on the work we already have through our regular consumer “Conversations” meetings. The first meeting of the Consumer Advisory Body was held in February this year with seven consumers volunteering to participate. It was a lively first meeting with some important issues identified and forwarded to management and the board. Regular quarterly Consumer Advisory Body meetings are planned. The “Conversations” newsletter remains an important method of sharing relevant information with all our consumers as not everyone is able to attend the “conversations” meetings. The newsletter is produced three times a year and posted to all our consumers and copies are available on our website. We also post regularly on Facebook and Instagram. We enjoy engaging with our consumers and look forward to continuing to strengthen the partnerships to build quality home care services together. Kate Eglinton Consumer Engagement & Sector Support Coordinator ‘CONVERSATIONS’ CONSUMER ENGAGEMENT 2023-2024 16

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The Collaborative Projects in South Australia are regional structures that facilitate service reform and improve service cooperation and coordination at a regional level. In the Eyre and Western Region, the project aims to build Commonwealth Home Support Programme (CHSP) sector capacity by facilitating a regional network of aged care service providers. The Project Officer facilitates regular aged care reform updates and provides information about training and development. Recipients on the contact email list receive regular email information. The Project Officer organizes quarterly face-to-face and online meetings. Engagement around identified regional issues and planning through consultation and engagement promotes opportunities for stakeholders to better understand and influence reform. The regional network meetings support sharing of knowledge, information and resources that builds capacity building across the region. SSD has a National Network that works closely with the Commonwealth Aged Care sector and State peak bodies to keep all SSD projects informed about the Aged Care reforms. SSD Project Officers can participate online in the monthly National SSD meetings. Minutes and recorded reports are also available on the SSD Community of Practice which provides opportunities for networking, collaboration and sharing of resources to all SSD projects across Australia. This year the SA Collaborative Project Officers have continued to meet monthly working together to identify specific Aged Care Reform training needs for CHSP providers. Eight webinars supporting the CHSP sector with understanding the new aged care reforms were produced by the SSD Collaborative Project Officers and guest presenters. A Statewide Conference organized by representatives from the SSD Sector across SA was held in Adelaide on June 2024 for CHSP providers, the topic was ‘Aged Care Evolution: Embracing the Strengthen Standards’. The Health Engagement SA Team was established in July 2023 with a dedicated Aged Care Stewardship focus on Aboriginal Ageing and Wellbeing in SA. The scope of the Health Engagement SA Team aligns with National Aged Care Reforms & Plans. The regional SSD Project Officer met with members of the Health Engagement Team in February 2023 during a visit to Ceduna. The opportunity to work collaboratively with members of the Health Engagement Team has been beneficial in keeping aged care service providers informed and involved in improving aged care in local communities. At the June ’24 Regional SSD forum held in Port Lincoln and available online, members of the Health Engagement Team attended and provided information to inform and update providers on the Aged Care Reforms. Discussion with attendees at the forum identified the following issues and concerns raised by older people and aged care providers in the region and included: ▶ wait time for services to commence after assessment and approval to receive services. ▶ workforce shortages. ▶ difficulty for older people navigating the aged care system. ▶ older Aboriginal people not accessing services. ▶ ongoing continuity of care especially following discharge from hospital. ▶ access to GPO services, especially for older people in residential care. ▶ not enough respite care beds. The SSD Project, with the assistance of the Health Engagement SA Team and other relevant services facilitates partnership approaches to improve access to aged care services across the Eyre Region. Kate Eglinton Consumer Engagement & Sector Support Coordinator SECTOR SUPPORT & DEVELOPMENT (SSD) Eyre & Western Region 18

OUR CUSTOMER SERVICE CHARTER OUR CHARTER At West Coast Homecare, we strive to go above and beyond to create customised care for our clients. Using our local knowledge, we partner with you on your journey. OUR SERVICES In-home aged care and disability support services for adults on the Eyre Peninsula. OUR CUSTOMER SERVICE PRINCIPLES Strive for Excellence ▶ We will partner with you to plan and review your needs, goals and preferences ▶We will deliver quality services that are safe and right for you ▶We will provide information that is current, accurate and timely Client Dignity & Choice ▶We will support you to live your best life in your community ▶We will care for you, promoting purpose & independence ▶We will respect your privacy ▶We celebrate diversity, helping you to maintain your cultural identity Quality Service ▶We engage and seek feedback for improved quality care ▶We invest in professional development for a skilled workforce ▶Regular audits ensure our compliance to national standards Our customer’s experience is at the heart of our business 19

OUR PROGRAMS 20

COMMONWEALTH HOME SUPPORT PROGRAMME (CHSP) Grant funded entry level care The CHSP provides small amounts of entry-level support to assist older people aged 65 years and over (50 years and over for Aboriginal and Torres Strait Islander people) to remain living at home and in their community. CHSP services may be short-term, intermittent or ongoing. The program places a strong focus on activities that support independence and social connectedness and take into account each person’s individual goals and choices. The CHSP provides services to help frail older people maintain their independence and continue living safely at home and in their communities. The CHSP is not designed for older people with more intensive or complex care needs. Clients who need ongoing high intensity care are outside the scope of this program. People with higher needs can receive appropriate support through other aged care programs, such as the Home Care Package (HCP) program or Residential aged care. The CHSP does not replace, or fund support systems provided under the health care system. CHSP providers may deliver higher intensity services on a short-term basis where clear improvements in function or capacity can be made, or further decline avoided.. These services aim to get the client “back on their feet” and able to resume previous activities without the need for ongoing support. All services are delivered compliant with the Department of Health Agreement, Commonwealth Support Programme Manual 2020-2022 and Living Well at Home – CHSP Good Practice Guide 2020. West Coast Homecare is funded to deliver the following service types based on assessed need by My Age Care: ▶ Domestic assistance ▶ Flexible respite ▶ Home maintenance ▶ Other food services ▶ Personal care ▶ Social support ▶ Transport ▶ Home modifications ▶ Allied health & therapy services 21

HOME CARE PACKAGE (HCP) Individualised package of care West Coast Homecare was approved as an Age Care Provider on 1 June 2017 under section 8-5 of the Aged Care Act 1997 (the act). A Home Care Package is a Commonwealth Government funded program that provides a package of services based on assessed need. A Home Care Package is designed for people with more complex care needs that go beyond what the Commonwealth Home Support Programme can provide. Home Care Packages can be an option if people require a coordinated approach to the delivery of help at home - perhaps because they need help with many everyday tasks, or the care need is more complex or intensive. The ACAT assess the individual and allocate a particular level of packages based on care and service needs. The different level of packages provides a different amount of funding (subsidy) that is allocated to the consumer and paid to WCHC by the Australian Government to deliver the care and services. The Home Care Package is delivered based on what the individual requires so they, or their family/ or carer can select the services they want, delivered by West Coast Homecare as their provider of your choice. The three main categories of services are: 1. Services to keep people well and independent – including personal care, nursing services, allied health. 2. Services to keep people safe in your home – including cleaning, home maintenance and modifications, assistive technology. 3. Services to keep people connected to your community – including transport, social support services. The package level assigned is based on individual consumer needs. PACKAGE LEVEL LEVEL OF CARE NEEDS Level 1 Basic care needs Level 2 Low care needs Level 3 Intermediate care needs Level 4 High care needs 22

NDIS Individual participant plan West Coast Homecare was approved by the National Disability Insurance Agency (NDIA) on 16 February 2018 as a registered NDIS Service provider. The NDIS is a planning and service system that has been developed by the Australian Government to assist Australians with a disability. To access the NDIS, generally, the person must be less than 65 years of age. For people over 65 years of age the My Aged Care system is available. The NDIS will provide people with a permanent and significant disability, aged under 65, with the reasonable and necessary supports they need to live an ordinary life. Eligible people, known as Participants, are given a plan of supports which is developed and tailored to their individual needs. A plan could include informal supports that a person receives through family, friends, mainstream or other community services. If required, the NDIS will also fund reasonable and necessary supports that help Participants achieve their goals. Not all people with a disability will become NDIS Participants. Only those people who meet the assessment criteria will become Participants and receive an individualised plan. West Coast Homecare will aim to provide people with a disability, their families and carers support through information, linkages and capacity building by connecting people to the mainstream community. We will assist Participants in the NDIS to develop a personal, goal-based plan about how they will be provided with support within the scope of approved West Coast Homecare approved service types. West Coast Homecare provides support to adults with a disability aged 18 – 65 years and is a Registered NDIS Service Provider approved to deliver the following supports based on the Participants assessed Service Plan for: ▶ 0117 - Development - Life Skills ▶ 0106 - Assist – Life Transition ▶ 0125 - Participate Community ▶ 0116 - Innovative Community Participation ▶ 0120 - Household tasks ▶ 0136 - Group / Centre Activities ▶ 0107 - Assist Personal Activities ▶ 0108 - Assist Travel / Transport 23

COMMENTS FROM CLIENTS DO THE SERVICES HELP YOU LIVE THE BEST LIFE YOU CAN? We could not live in our home if it wasn’t for the help, kindness and care from staff. Means the difference between living in my own home to shared accommodation. I would be lost without our home assistance e.g. if my back sciatica is sore. I know I can handle it as I help each fortnight. Otherwise, it would be difficult and depressing. It’s like someone cares. The pressure as a carer for my Husband with Dementia can sometimes become overwhelming & it is great knowing their support each & every day Yes, I live on my own, so the support I receive is very appreciated. WHAT WOULD YOU SAY IS THE BEST THING ABOUT YOUR SERVICE? That I am now getting the jobs done I was finding hard for me to do. My helpers and office workers are always polite and friendly, and I trust all of them. No matter what my needs they see to them. I am very grateful for all they do for me. Friendly helpers making it possible for me to live comfortably in my house and garden. Wonderful, hardworking staff who have become part of our family. I thoroughly appreciate knowing when our service is being completed. Any changes, I am always informed. Can not fault our help as they also listen to what you have to say. If I have any questions, it is always answered, I really respect this. Very reliable caring staff and management whose aim is do the very best for their clients. I appreciate being able to have this service. I was feeling overwhelmed trying to keep on top of housework, gardening etc. so it was a great relief to be able to access care. The staff are all friendly, cheerful and very helpful so I’m grateful to them all. 24

CURRENT ROLE NAME LOCATION START DATE RESIGNATION DATE ADMINISTRATION Chief Executive Officer Deanne Hartwig Port Lincoln 22/08/2016 Executive Manager Finance & Corporate Services Shane Porter Port Lincoln 31/05/2021 Executive Assistant Samantha Rogers Port Lincoln 15/02/2021 Quality Coordinator Gill Mahoney Port Lincoln 1/06/2017 Consumer Engagement & Sector Support Coordinator Kate Eglinton Port Lincoln 11/10/2021 Senior Finance & Corporate Services Officer Karen Carlson Port Lincoln 19/08/2002 Administration Officer - Reception, Finance & Corporate Services Kristie-Lee Taylor Port Lincoln 22/11/2021 Administration Officer (casual) Sally Westbury Port Lincoln 28/10/2019 HOME CARE PROGRAM Executive Manager Home Care Programs Jill Schultz Port Lincoln 5/09/2011 Manager Clinical Care & Services - Registered Nurse Virginia Perin Port Lincoln 13/12/2023 Clinical Care & Services Lead - Registered Nurse Ting Li Port Lincoln 8/08/2022 Assistant Manager Home Care Services Kelly White Port Lincoln 5/10/2021 Administration Officer - Home Care Services & Scheduling India Priest Port Lincoln 26/04/2022 Home Care Coordinator - Registered Nurse Helen Hobbs Cleve 29/08/2022 Home Care Coordinator - Registered Nurse Nicole Cocks Port Lincoln 9/01/2024 Home Care Coordinator - Registered Nurse Sarah Mudge Tumby Bay 12/02/2024 Home Care Coordinator - Enrolled Nurse Janet Sinclair Tumby Bay 28/02/2019 Home Care Coordinator - Enrolled Nurse Kerrie Traeger Cleve 29/06/2020 Home Care Coordinator - Enrolled Nurse Leanne Priest Port Lincoln 14/11/2022 Home Care Coordinator - Enrolled Nurse (casual) Kim Rowe Port Lincoln 9/02/2021 OUR STAFF 25

CURRENT ROLE NAME LOCATION START DATE RESIGNATION DATE Home Care Coordinator - Enrolled Nurse Karen Baynes Tumby Bay 5/07/2023 Home Care Coordinator - Enrolled Nurse Penelope Rimland Port Lincoln 21/08/2023 Home Care Coordinator - Enrolled Nurse Jessica Frost Port Lincoln 10/04/2024 Home Care Coordinator - Enrolled Nurse Jennifer Nixon Tumby Bay 10/04/2024 Home Care Coordinator Lisa Hansen Port Lincoln 5/10/2021 Home Care Coordinator Linda Symonds Cummins 4/04/2022 Community Care Worker Sharon Parry Port Lincoln 2/12/2020 Community Care Worker Noparmas (May) Thompson Port Lincoln 29/03/2022 Community Care Worker Robyn Bryant Port Lincoln 4/07/2022 Community Care Worker Kayla Hughes Port Lincoln 8/08/2022 Community Care Worker Jodie Edwards Port Lincoln 6/02/2023 Community Care Worker Mahalia Tenamu Port Lincoln 6/02/2023 Community Care Worker Luke Hutchinson Port Lincoln 6/02/2023 Community Care Worker Margaret Evans Port Lincoln 25/07/2023 Community Care Worker Nathagun (Pat) Witinajirawat Tumby Bay 7/02/2023 Community Care Worker Anne Druze Port Lincoln 4/09/2023 Community Care Worker Lesley Roach Port Lincoln 4/09/2023 Community Care Worker Craig Chesson Cleve 4/09/2023 Community Care Worker Amelia Hall Port Lincoln 12/02/2024 Trainee Community Care Worker Taya Fowler Port Lincoln 8/05/2024 Domestic Worker Megan Atkins Port Lincoln 28/11/2022 26

CURRENT ROLE NAME LOCATION START DATE RESIGNATION DATE Domestic Worker Nadine Hoare Port Lincoln 28/11/2022 Domestic Worker Cloe Gillings Port Lincoln 25/07/2023 Community Care Worker Joanne Dryden Tumby Bay 20/02/2023 2/07/2023 Community Care Worker - Enrolled Nurse Debbie Tenamu Port Lincoln 3/04/2023 2/07/2023 Home Care Coordinator - Enrolled Nurse Maz Newton Port Lincoln 28/02/2019 15/09/2023 Home Care Coordinator Cassia Milligan Port Lincoln 2/12/2020 6/10/2023 Clinical Care & Services Lead - Registered Nurse Nicole Cocks Port Lincoln 9/05/2023 9/01/2024 Home Care Coordinator Irma Ferro Port Lincoln 5/07/2023 19/02/2024 Administration Officer - Home Care Services & Scheduling Jodi Vivian Port Lincoln 19/10/2011 23/02/2024 Home Care Coordinator Cheryl Gaskin Tumby Bay 18/05/2020 29/03/2024 TEAM MEMBERS Total team members: 43 Generational Representation REGISTERED SERVICE PROVIDERS (RSP) Total number of RSPs : 64 We engage a network of trusted Service Providers who are registered with West Coast Homecare to offer a range of care and support services, supporting people to continue the lifestyle they enjoy in their own home and community. Generational Representation MILLENNIALS / GEN Y : 10 GEN Z : 5 BABY BOOMERS : 10 GEN X : 18 BABY BOOMERS : 39 GEN X : 20 MILLENNIALS - GEN Y : 3 Born 1980–1994 GEN Z : 1 Born 1995–2009 INTERWAR : 1 Born to 1945 Born 1946–1965 Born 1980–1994 Born 1995–2009 Born 1966–1980 Born 1966–1980 Born 1946–1965 Data as of 30th June 2024 27

From a financial perspective 2023-24 has been a challenging year for the organisation having booked a loss of $345,000. However, there are many positives to be drawn despite the unfavourable financial performance. Previous 5 years financial performance as follows: ▶ 2019-20 $356,377 Profit ▶ 2020-21 $373,224 Profit ▶ 2021-22 $155,384 Profit ▶ 2022-23 $67,037 Loss ▶ 2023-24 $345,307 Loss Previous year’s profits have been used to invest substantially in growing our clinical workforce through the recruitment of both Registered and Enrolled Nurses. This has been undertaken ahead of taking on new clients and services to ensure the right workforce is in place to not only accommodate the additional load but to expand our services and clinical expertise. Our workforce has now grown to 44 employees along with our 75 independent Registered Service Providers. The cost of doing business has increased considerably in line with high inflation which meant we had to increase our fees accordingly, however, any increase has been kept to a minimum to ensure we are competitive and continue to provide value services for our consumers. One of the main positives is the continued growth in Home Care Packages that has performed well ahead of expectations. This is attributable to having the right work force in place up front to support the acceptance of new consumers with the capacity to grow even further into the next financial year to continue to meet demand and underpin our ongoing financial sustainability. We achieved $4.97 million in Home Care Packages revenue for 2023-24 compared to $3.97 million in the previous year, an increase of $1.0 million and 77 new packages. With regard to our National Disability Insurance Scheme (NDIS) program, revenue has fallen by $413,000 on the previous year mainly due to the loss of some high value consumers and consumer led service reductions. This has significantly contributed to our full year unfavourable financial result. Of our $7.4 million total expenditure, $5.16 million or 70% is injected directly into our local economies as salaries and wages to our employees and payments to our Registered Service providers. In addition, a significant amount of the remaining 30% or $2.2 million of our expenditure is used to support local businesses through procurement of goods and services. Despite the loss for the 2023-24, the financial outlook for West Coast Homecare is viewed with optimism and we are expecting a return to profitability in the subsequent years. This is absolutely key to ensuring our long-term sustainability to meet current and future demand for services and continue to support our local economies. Lastly, I would like to thank our Employees and Registered Service Providers who make up the West Coast Homecare team for their dedication and hard work ensuring our consumers receive the best possible services that also drives our continued success. Shane Porter Executive Manager Finance & Corporate Services FROM THE EXECUTIVE MANAGER FINANCE & CORPORATE SERVICES 28

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