Annual Review2017

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Traditional Owners We acknowledge the traditional owners and custodians of the land where we work and pay our respects to their elders, past, present and future.

INFORMED ADVICEWhile our feet are firmly planted, we keep one eye on the horizon. Being aware of what’s coming allows us to plan ahead and help the Montrose community understand, prepare for, and take advantage of any opportunities and challenges.

STEADFAST FOCUSA lot has changed in our history. Throughout this shifting landscape we’ve maintained our focus: how we can best help the members of the Montrose community, both individually and as a whole. Times change and needs vary – Montrose stays focused.

HOLISTIC APPROACHLiving a satisfying life means something different for everyone. It can’t be achieved through a single course of action, which is why we work at providing comprehensive support wherever necessary – physical, emotional or social.

Supporting people with a disability

EMPOWERINGEnabling is as important as supporting. We believe in making the Montrose community stronger, happier and more confident. We provide control and plan pathways for long term development and improvement.

INVESTEDWe listen. We take the time to understand and face challenges, celebrate the victories, and share the load when needed.

WELCOMINGTogether we’re stronger. We work to open doors to a larger world by building and activating communities. These communities represent many views and talents, and all are valued. As our services expand, we are becoming more inclusive than ever.

Culture

Values

Mission

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I was proud to take on the role of Montrose President in April 2017 following on from Paul Bird who gave a great deal of his time and expertise to our organisation.

Having been a Board Member since 2009, I have been delighted with our progress over that time to prepare Montrose for the future. In practice, that means ensuring we are ready when the NDIS is fully rolled out across Queensland. This year saw the Ipswich and Toowoomba regions join Townsville in the NDIS scheme and Montrose was ready to support our customers through the transition. We opened new offices in Ipswich and Toowoomba and expanded our staff teams to be ready. Anyone who has visited those offices will agree they are modern, welcoming and accessible spaces for our customers.

We also had a significant leadership change at Montrose with Linda Apelt standing down as CEO to take up a position overseas. I pay tribute to the incredible work undertaken by Linda in a relatively short period of time at Montrose. I am also confident that her successor, Peter Stewart, will continue to drive our organisation forward while maintaining our absolute commitment to high quality services.

Montrose works with people as individuals to develop support that works for them. Our dedicated staff team are key to making this happen and continually demonstrate their commitment to our customers. As an organisation, we love to celebrate the achievements of our customers – whether that is taking a holiday for the first time, finding success in work or study or simply small but hard earned gains in their therapy program.

Although we attract funding from government sources, we also rely on the generous support of individuals and organisations to help us reach as many customers as possible. Often, money from events, companies and individuals allows us to invest in programs that are not paid for through other sources. I thank all those who have supported us this year and hope you enjoy reading this review.

Andrew BuchananPresident

From the President

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Our year

��

�

in numbers

CUSTOMERSUP 550 CUSTOMERSUP 25 STAFF

UP 2 CENTRES

YEARSEXPERIENCE

EMPLOYEES

FULLY ACCESSIBLE HOLIDAY APARTMENTS

4 7 CUSTOMER SERVICE CENTRES

130084 186

17.3mCAPITAL AND INVESTMENTASSETS

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Revenue Breakdown (%)

54,952 HOURS

OF THERAPY AND SUPPORT PROVIDED

Revenue from operating activities ($million)

8.048.86

9.49

11.23

9.87

2013 2014 2015 2016 2017

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10

8

6

4

2

8.5% FROM CUSTOMERSINCLUDES PROVISION OF SERVICES

8.9% FUNDRAISINGINCLUDES BEQUESTS, CHARITABLE INCOME AND FUNDRAISING

4.1% OTHER INCOMEINCLUDES OTHER CONTRIBUTIONS, RENT, OTHER INCOME

5.5% INVESTMENT INCOMEINCLUDES DIVIDENDS AND INTEREST

73% GOVERNMENT GRANTS INCLUDES DSQ AND NSO GRANTS

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ourneyOur

Montrose has a long history of supporting Queenslanders with a disability. We have kept pace with therapeutic, social and psychological advancements, while increasing our ongoing support and services. Our achievements and milestones speak to our commitment to our values and to being here for many generations to come.

1932World in the grip of a Polio epidemic. Brisbane Rotary arrange a public meeting to discuss best way of assisting children affected.

1933The Queensland Society for Crippled Children is established and “Montrose” the beautiful Queenslander house in Swann Road, Taringa donated by Mr George Marchant is opened.

1937Mr Marchant donates the Corinda site with accommodation for 90 children.

1958Matron Jessie Peters retires after 25 years at Montrose – being the first Matron and greeting the first group of children to Montrose in 1933.

1959Advances in medical treatment reduce the impact of Polio. Montrose focuses on children with muscular disabilities, juvenile rheumatoid arthritis, asthma and other debilitating conditions.

1974Construction of buildings at Corinda site as it transformed into a special needs school with new dormitories.

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2016 Townsville Service Centre opened as NDIS begins to roll out in QLD. Our Getaway Gold Coast opens and first guests enjoy a holiday in accessible accommodation.

LATE 1990sThe final residential children leave Corinda as the transformation to community based and in-home support services is completed.

2000Montrose opens a Sunshine Coast office.

2001Montrose changes its name to MontroseAccess.

2005Montrose Gold Coast office is opened.

2007Montrose opens a new office at Strathpine on Brisbane’s Northside.

2014

After 76yrs at Corinda, Montrose

completes the sale of the site and

moves to new premises at Darra to

better meet the changing needs of

customers and families.

Australia’s first purpose-build home

for young people living with DMD

opens in January for three young men,

followed by a second house in mid-2014.

2017

2017 New offices

opened in Ipswich and

Toowoomba. Customer

numbers increase to

over 1300.

2015Official opening of the new $1.3M Short-stay Respite Centre at Yeerongpilly.

Montrose receives the biggest single donation in its history – $2M from the Runaway Bay Beneficiary Trust to assist with construction of accessible holiday accommodation on the Gold Coast.

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Your support is vital Montrose is deeply committed to creating, identifying and funding sustainable projects that will provide physical, emotional and social support to people in our community who need our assistance. These include programs, services and capital projects that provide real benefits to our customers, but are not funded by them or government.

The support of the community is vital in funding these initiatives and we are grateful to the many individuals, companies and grant bodies that support us.

We welcome donations small and large and you can be assured that your generosity will make a real difference to people’s lives.

If you would like to make a donation, leave a legacy or discuss other ways to support us – please call us on 1800 193 362. You can also donate online at montrose.org.au

IGA Sunshine Coast Race DayAn amazing IGA Sunshine Coast Race Day saw over $50,000 raised for Montrose.

Hosted by Montrose Ambassadors Todd and Sami from 92.7 Mix FM, the event saw a Fashions on the Field competition, live auctions, silent auctions and the best dressed people on the Sunshine Coast that weekend.

Tuscan TablesOur Tuscan Tables event at Via Italia in Mooloolaba was once again a huge success! A sell out crowd numbering over 100 raised an amazing $30,671 in just over 3 hours.

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For many years, Montrose has enjoyed close partnerships with a wide range of corporate supporters across Queensland.

Maroochydore RSL provides both financial and in kind support to our Sunshine Coast customers and families. Over the years they have supported our family and community events, our therapy programs and the purchase of disability specific equipment. This year their generous sponsorship included funding for the purchase

of a Scoot 3 in 1 Mobility Scooter. This vital (and pretty cute) piece of equipment will be used by our Sunshine Coast families, when needed, to help our younger customers transition to wheelchairs. Without the support of organisations such as Maroochy RSL, the purchase of equipment such as this would not be possible.

Maroochydore RSL

“They have been so helpful to my family and

the therapists are so friendly and fantastic”

The John Villiers TrustWorking in collaboration with The John Villiers Trust, Montrose has recently commenced service delivery via Tele-Therapy! Our Tele-Therapy program involves the provision of speech pathology, social work, psychology and occupational therapy through an innovative therapy platform (Neo-ReHAB) developed by the University of Queensland. Tele-Therapy enables us to offer more regular and consistent therapy options for our customers, their families and their community support networks.

This year, we have enjoyed even more support from Bank of Queensland branches who have organised Golf Days to raise money for Montrose. Huge thanks to BOQ North Lakes, BOQ Toowoomba and BOQ Maroochydore for arranging such fun days on the course.

Working with BOQ

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Grants ∙ Brisbane Airport Corporation ∙ Cory Charitable Foundation ∙ Courier Mail Children’s Fund ∙ Department of Infrastructure

– Stronger Communities Fund ∙ Gold Coast Council

– Divisional Funding ∙ Greenbank RSL ∙ John Villiers Trust ∙ Kedron Wavell Services Club ∙ Lord Mayor's Charitable Trust ∙ Lord Mayor's Suburban

Initiative Fund ∙ NetSuite ∙ Keith Gay Charitable Trust ∙ Maroochydore RSL ∙ Townsville Mayor's Community

Assistance Fund ∙ Brothers Leagues Club – Townsville ∙ Whitehouse Foundation

Sponsors ∙ 92.7 Mix FM ∙ Alpine Refrigeration ∙ Ambassador Travel ∙ Andersens ∙ Audi Centre, Sunshine Coast ∙ Bavarian Beach Bar & Café,

Mooloolaba ∙ BOQ North Lakes ∙ BOQ Toowoomba ∙ BOQ Maroochydore ∙ Caffe Primavera ∙ Coca Cola ∙ Glen Rowen, RMA Engineering ∙ Graystone ∙ IGA Metcash ∙ IGA Sunshine Coast ∙ Kate Spade ∙ Kendell Perkins ∙ Kim McCosker, 4 Ingredients ∙ Milroy Jewellers, Mooloolaba ∙ Noller & Turner Travel Associates

∙ Panda Pearls ∙ Philip Meyer, PNL Consulting ∙ Primo Wines ∙ Queensland Cricket ∙ Rent2Own ∙ Rumba Beach Resort & Spa ∙ Spicers Retreats ∙ Stone & Wood ∙ Sunshine Coast Turf Club ∙ Treasury Casino ∙ three girls skipping ∙ Via Italia, Mooloolaba ∙ Whites IGA

thanks

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Our therapy servicesWe have a diverse range of therapy services to suit all abilities and goals. We have expertise in neuromuscular conditions, autism, physical impairment, development delay and more. From early intervention to adult and family support, we’re there to help with physiotherapy, occupational therapy, speech pathology, psychology and social work.

Speech pathologyThe Speech Pathology team specialises in assisting children who have difficulty with speech, reading, language, communicating and swallowing. We can help with augmentative and alternative communication methods for people who have little or no functional speech or who have complex communication needs.

PhysiotherapyPhysiotherapy helps improve balance, coordination and strength through tailored therapy, exercises and informed advice. Our therapists will work to meet movement, mobility needs and gross motor goals.

We can help with provision of assistive technology for children and young adults with a disability, including manual and power wheelchairs, standing and walking frames, transfer and toileting equipment, specialised beds and orthotics.

Occupational therapyMontrose Occupational Therapists support children to do everyday tasks, focusing on their abilities and strengths. We’ll help build the skills and confidence to take part in activities and do the things that other children the same age can do. Our team work on arm and hand use, sensory issues, play, writing, personal care and other daily living skills. We can also assist with equipment and assistive technology.

togetherWhere it allcomes

“We have been with Montrose for a long time and we love them. They have stuck by us through everything”

PsychologyCoping with everyday life experiences is not always easy. Our Psychologists can help with challenges and assist children and teenagers with their mental, emotional, social and behaviour development.

We work with the whole family to provide tailored solutions to help children and young people manage life’s day to day challenges. These may relate to disability or to many other things like dealing with difficult feelings, stress, anger, friendships, self esteem and lots more.

Social workOur Social Workers are there to support individuals and their families. Sometimes people just need some helpful advice and a little extra support during times of change. Our social workers can assist with confidential counselling, advocacy and consultation, books and practical resources, accessing community resources and more.

Support coordinationIn NDIS areas, we provide Support Coordination which is designed to assist in finding the best services to deliver the outcomes in an NDIS plan. It is not intended to be a permanent service as it is intended to strengthen a person’s ability to coordinate their own supports and achieve greater independence.

Early intervention services for children Early intervention is vital for children with developmental delay or a disability. Montrose has expertise in early childhood intervention to help children develop the skills they need to engage with the world around them and get the best possible start in life.

There is plenty of research to show that what happens early in a child’s life will have a big impact on their future. Children develop quickly during their early years gaining new skills and learning every day. Early intervention involves providing therapy support during this time when it is easiest for children to learn new skills.

The National Disability Insurance Scheme (NDIS) has a national approach to early childhood early intervention (ECEI) that gives children aged 0-6 years quick access to tailored supports. Montrose works closely with ECEI access partners in NDIS areas to provide strategies that are individualised to meet each child’s needs.

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Lifestyle & leisure Our Lifestyle program supports young people to learn new skills, prepare for the workforce or education and participate in fun activities with people their own age.

We support people to develop and explore skills and interests through individual skills development training and group activities.

Our current group calendar includes: ∙ Pre-work skills training through veggie

box packaging & selling ∙ Cooking skills training ∙ Gap Year Program – expanding social skills, interests

& daily living skills ∙ Friday social club – fun social & recreational activities

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Accessible holidays People with a disability or mobility issues know the challenge of finding somewhere genuinely accessible with all the facilities and equipment in place to provide a care-free holiday. We provide unique fully-accessible and equipped accommodation on the Sunshine Coast and Gold Coast.

Independent livingFor any young person, leaving home is a big step towards independence. Montrose is assisting young adults with a disability to make that step through innovative housing located in Fitzgibbon Chase on Brisbane’s north side.

RespiteThis is a great way for children and young adults to enjoy time with friends and take a break. From overnight to a week, the short-stay house at Yeerongpilly in Brisbane offers 24-hour support from our friendly and highly experienced team. Emphasis is placed on friendship networks with every effort being made to ensure you can enjoy your stay with friends and peers.

Our Getaway accessible accommodation on the Gold Coast

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The rollout of the National Disability Insurance Scheme continued throughout the year. Montrose has worked closely with customers to help them transition to the scheme. We opened new Service Centres in Toowoomba and Ipswich to offer high quality facilities to new and existing customers. We also outgrew our Townsville Service Centre and moved to new premises in Thuringowa.

We take great care to design our Service Centres to be welcoming, friendly places where we can meet and run therapy sessions or groups.

ToowoombaOver 50 people attended the official opening of our new Toowoomba Service Centre with local politicians, businesses & other agencies in attendance as well as customers and families.

The Centre offers physiotherapy, occupational therapy, speech pathology, support coordination and psychology and saves local people travelling to Brisbane for services.

Jeffrey and his family have been a part of the Montrose community since 2002 when he was diagnosed with Muscular Dystrophy. Now as a confident young man, he spoke publicly at the 2017 opening of the Montrose Toowoomba Service Centre. Jeffrey says that Montrose has provided him with ‘all types of assistance’, in particular the medical equipment he required at each stage, along with access to camps and respite centres.

His mother, Cheryl speaks highly of the expertise and compassion of the Montrose staff who supported not only Jeffrey’s development, but the whole family as they learned about Jeffrey’s diagnosis.

“I can honestly say that our family would have been totally lost without the support of Montrose."

Increasing our reach

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Our new Ipswich Service Centre at Raceview

Cheryl Morrish with son, Jeffrey, pictured at the opening of our new Toowoomba Service Centre

IpswichThe new Montrose Ipswich Service Centre opened in August 2017.

Conveniently located at the well-known Raceview Shopping Centre, the team offers psychology, physiotherapy, occupational therapy, speech pathology and NDIS support coordination. Parking is available right outside the centre with easy wheelchair access into the office.

Renovations were completed to create a comfortable reception area and dedicated consultation rooms. The team also reach out with clinics at Lowood and Springfield.

TownsvilleIn last year’s annual review we celebrated the opening of our Townsville Service Centre. This year, we outgrew it and moved to larger premises at Thuringowa!

We had a great first year under the NDIS with so many new people choosing to access our services, we just had to move. For all of our customers this means easier access to our teams, more space for individual and group sessions and plenty of accessible free parking.

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1919

NDIS readyMontrose is working with customers with NDIS plans in many areas of Queensland including at our new Service Centres in Ipswich and Toowoomba and at our relocated, enlarged Service Centre in Townsville.

In 2018, the NDIS will be available to many more Queenslanders including those in Brisbane, Gold Coast, Logan and Redlands. We’re already working with customers in those areas to prepare for the transition to the NDIS – this includes individual sessions and information events to help get ready.

1 Applying for the NDISYou can apply to enter the NDIS up to six months before the scheme rolls out in your area. If you are an existing Disability Services Queensland (DS) customer, the NDIA may contact you directly.

Only people who live in areas where the NDIS is currently being provided can register.

In many cases, DS will work with current providers to directly contact people who are already receiving support through Disability Services funding.

www.ndis.gov.au

2 Develop your goalsOnce your NDIS access is approved, the next step is to think about what your goals are and what you will need in the way of supports to achieve them.

The NDIS is designed to improve choice and control but examining and understanding your situation thoroughly is vital to your own success. It’s a good idea to include those around you, such as your family, friends, and carers, to help with your decision-making and preparation.

You can also talk to Montrose during this stage to get helpful hints and advice.

3 Planning meetingOnce your access to the NDIS is confirmed and you’ve thought about your goals, you and/or your nominee will be contacted by a representative of the NDIA to have a planning conversation. Your plan, once finalised, will provide you with individualised funding that you control and choose how to use.

4 Plan into actionOnce your first plan is finalised, call Montrose on 1800 193 362 to discuss how to put it into action. The NDIA will also help with this. You may get support from a Local Area Coordinator, a support coordinator or another party who will help you to connect with organisations that can assist.

The NDIS provides funding for Support Coordination to help you put your NDIS plan into action and strengthen your ability to manage your own plan in the longer term.

5 ReviewYour plan will be reviewed every 12 months. During the review stage you can analyse what worked and what didn’t and make changes where necessary.

Five steps to accessing the NDIS

2020

futurePlanning for the

Our business strategy articulates our future and maps the next stage of the Montrose journey. Our focus remains strongly on the Montrose community - our customers, staff, families and stakeholder networks. The disability sector in Australia is undergoing generational change. The National Disability Insurance Scheme (NDIS) is fundamentally transforming the delivery of disability support in Australia. It aims to make disability support more equitable and provide people with greater control and decision making regarding their supports.

Montrose is actively preparing our organisation and customers for the change. We aim to grow our customer base, our services and our geographic footprint. We will be in more locations across Queensland supporting more people and providing more services. The business strategy will be achieved through a focus on five strategic priorities which we will implement and monitor using a strong governance framework.

Montrose is a well-established for-purpose disability services provider with a reputation for customer satisfaction and a proud history spanning more than 80 years. Our vision and mission provide the foundation for everything we do and are reflected in our values and culture.

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STRATEGIC PRIORITIES

Strong customer and stakeholder satisfaction

KEY INITIATIVES1.1 Know our customers

1.2 Know our market

1.3 Build the brand

1.4 Great customer experience

1.5 Design and produce engaging content

STRATEGIC PRIORITIES

Growth to achieve financial sustainability

KEY INITIATIVES4.1 Attract new customers

4.2 Develop Service Centres and Clinics to support service delivery

4.3 Alliances and partnerships

STRATEGIC PRIORITIES

A highly skilled and engaged workforce

KEY INITIATIVES3.1 Recruit and retain a capable workforce

3.2 Engaged workforce

3.3 Flexible employment arrangements

STRATEGIC PRIORITIES

Service innovation & business efficiency

KEY INITIATIVES2.1 Redesign service delivery

2.2 Upgrade IT systems

2.3 Enhance service quality

2.4 Capture ideas and innovate

STRATEGIC PRIORITIES

A charitable purpose program that provides additional support for the Montrose Community

KEY INITIATIVES5.1 Enhance fundraising capability

5.2 Develop corporate and philanthropic partnerships

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fourthree

two

five

1. Strong customer and stakeholder satisfaction

2. Increasing service innovation and business efficiency

3. A highly skilled and engaged workforce

4. Growth to achieve financial sustainability

5. A Charitable Purpose Program that provides additional supports for the Montrose Community

Montrose Business Strategy

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Governance and Leadership

Our Patron HIS EXCELLENCY THE HONOURABLE PAUL DE JERSEY AC, GOVERNOR OF QUEENSLAND

President ANDREW BUCHANAN

Finance DirectorMARK MOLESWORTH

Vice PresidentDARRYL STUART

Andrew Buchanan has volunteered his time and service to the Montrose Board since 2009. Andrew is a retired Lawyer who completed a Bachelor of Arts and a Bachelor of Law.

Darryl Stuart is the Chief Executive Officer at Medtech Global and has volunteered his time and service to the Montrose Board since 2009. Darryl graduated with a Bachelor of Science and is a member of the Fellow of Australian Institute of Company Directors. Daryl is the former Director of the Australian Sport Aviation Confederation.

Mark Molesworth has committed his time and service to the Montrose Board since 2010. Mark is a qualified Chartered Accountant and his professional qualifications include a Bachelor of Commerce (Hons) and a Bachelor of Laws (Hons). He is currently Partner, Tax at BDO.

Board MembersDR ANITA CAIRNSPETER COXROZ WHITELIAM PRESCOTTTERESA PILBEAMSEAN ROONEYEDDIE ANSELL

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Our TeamAt Montrose the people and families we assist can be assured we are all working together to achieve the same goals. Our friendly and experienced team of allied health experts, social workers, psychologists, personal care workers and lifestyle support staff provide a ‘one-stop shop’ of services to people with a wide range of physical impairments and developmental delays.

CEO PETER STEWART

Peter joined Montrose in June 2015 as General Manager Major Projects. He led a number of IT and infrastructure projects including the construction of Our Getaway and the implementation of new customer database and finance systems. In October 2017, he was appointed Montrose CEO.

His previous roles include Deputy Director General at the Department of Communities, Queensland where his post included responsibilities for public housing. Prior to this, in Victoria, he led a team to successfully deliver $2.4b of capital works in Victorian Schools funded through the Economic Stimulus Plan.

Peter has more than thirty years’ experience in the construction and education sectors, and has held roles of Associate Professor and Head of the School of Property, Construction and Project Management at RMIT University. Earlier in his career he worked for Fluor Daniel, and with the Victorian Public Works Department and Ministry of Education.

ManagementANTHONY OOSTENBROEK General Manager Customer Services

CLARE BESLY General Manager Business Strategy

JILL GUSTAVE-MARSTON General Manager Fundraising & Philanthropy

JUSTIN BOBBERMIEN General Manager Marketing

SHANE BURKE Finance Manager

SUE TONKS General Manager Corporate Services

TOM ROBERTS Communications Manager

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HEAD OFFICE (and Brisbane South Service Centre)

2/10 Station Avenue

DARRA QLD 4076

P 1800 193 362

D 07 3379 9200

BRISBANE NORTH2/3 Jockers Street

STRATHPINE QLD 4500

P 07 3881 7900

GOLD COASTCnr Allied Drive & Byth Street

ARUNDEL QLD 4214

P 07 5509 9300

IPSWICHShop 36, 64 Raceview Street,

RACEVIEW QLD 4305

P 07 3280 3800

SUNSHINE COASTLevel 2, 20 Innovation

Parkway

BIRTINYA QLD 4575

P 07 5439 1300

TOOWOOMBA1/9 Bowen Street

TOOWOOMBA QLD 4350

P 07 4592 7200

TOWNSVILLEFirst Floor, Building 3

86 Thuringowa Drive,

THURINGOWA QLD 4817

P 07 4417 7100

SHORT STAY RESPITE BRISBANE 4 Ortive St

YEERONGPILLY QLD 4105

P 07 3426 4701 (office)

OUR GETAWAY SUNSHINE COASTWindward Passage

31 Landsborough Parade

CALOUNDRA QLD 4551

P 07 5492 3666 (for bookings and enquiries)

windwardpassage.com.au

OUR GETAWAY GOLD COAST58 Imperial Parade

LABRADOR QLD 4215

P 1800 193 362 (for bookings and enquiries)

ourgetaway.com.au

Customer Service Centres

Respite & Holiday Accommodation

ABN: 59 009 661 705

ABN: 59 009 661 705