Social Support team member, Harri checks in with Wally over morning tea

Annual Report2021/22


Message from the CEO & Chair

From humble beginnings in 1975, Gippsland Lakes Complete Health (GLCH) has grown steadily to become an integral part of the East Gippsland community. Today, we provide health and support services covering every life stage, from pregnancy support to end-of-life care and almost everything in between. Our staff do fantastic work, and we thank them for the resilience and kindness they demonstrated throughout the year as the pandemic continued to impact how we live and work. Whether providing face-to-face care, embracing remote and hybrid ways of working, or ensuring that our infrastructure and systems operated smoothly, the GLCH team shone through, ensuring we maintained the levels of care and compassion for which we’re known.

This report aims to highlight some of our achievements and milestones throughout the year, but it is by no means an exhaustive list. Each of the more than 800 people who work or volunteer at GLCH played their part in improving the health and well-being of people and communities.

We are also grateful to our funders, partners, and collaborators with whom we have worked throughout the year. Together, we’ve supported our communities to live well.

As our current strategic plan concludes in December 2022, the Board has commenced planning for our next five-year plan to ensure that we continue to grow and provide the services our communities need into the future.

We commend our Annual Report for 2021-22 to you and hope you enjoy the read.

Anne-Maree Kaser – Chief Executive Officer

Carol Ross – Board Chair

Anne-Maree Kaser (Chief Executive Officer) and Carol Ross (Board Chair)

Board of directors

Our Board of Directors bring a diverse range of skills, expertise and experience to GLCH, particularly in areas such as education, health, local government, business administration, information technology, journalism and law.

Each Board Director has strong connections to the local community and provide the organisation with strong governance and guidance.

The Board is made up of nine directors – six who are elected from GLCH’s membership, and three who are appointed based on their skills and experience.

Organisational Chart

The Executive team at Gippsland Lakes Complete Health comprises of the Chief Executive Officer and six Executive Managers who oversee staff and services across the following units:

  • Aged & Disability Services
  • Clinical & Nursing Services
  • Family, Youth & Children's Services
  • Support, Therapies, Education & Prevention
  • Corporate Services       
  • Finance & Information Technology
View Organisational Chart PDF
4 hands touching

Our year in numbers

medical chart and stethoscope


patients seen by our GP's via telehealth

fire flames


days (7,895 hrs) of support provided by our Bushfire Recovery Team

2 hands coming together


hours/2,630 days of support provided by our Allied Health Team

Our nursing team administered

covid-19 test tube


PCR tests

vaccine bottle


first dose covid vaccine

vaccine syringe


second dose and boosters

Our team and community

3 hands with hearts in palms


staff and 300+ volunteers

3 people


new staff onboarded by HR Team

2 hands supporting heart


new clients registered with GLCH in 2021-22

Seven staff members were part of our scholarship program studying in the areas of:

  • Allied Health Assistance
  • Business Operations
  • Social Services
  • Criminology (Forensic Disability)
  • Parkinson’s Care
  • Advanced Nursing Practice
  • Manual Lymph Drainage and Combined Decongestive Therapy


Innovative Cadetship Program

In partnership with Federation University in late 2021, we offered Cadetships in Occupational Therapy, resulting in the recruitment of three local students.

book with lightbulb

Grow Our Own

Launch of the program saw eight local students successfully gain traineeships in Allied Health, Community Health, Business, Children's Services, Clinical – Aboriginal Health Worker, and Aged and Disability Services. We look forward to our current trainees remaining with us in permanent roles and to offering a new traineeship intake for 2023.

covid-19 mask,vaccination and test

Supporting Staff Health & Safety

Health and safety requirements throughout the organisation, including responding to changing COVID-19 safe settings and vaccination mandates, were met. The health and safety of our staff were also supported as a priority.

solar panels powering a lightbulb

Going Off Grid

Solar panels and backup batteries were installed at our Lakes Entrance site. The new $500,000 installation, made possible by a State Government grant, provides us with off-grid capacity, guaranteeing backup in the event of a power failure and improving our environmental sustainability.

IT upgrades

Major Network Upgrades

Our IT team worked hard to implement improvements across all sites. This was a significant refresh to improve cybersecurity, mobility, reliability, and future-proofing.

financial info on a computer

Streamlining Financial Processes

The Finance team made several improvements in their workspace, including refining the Board report to dashboard format to improve information in a simplified design. Automating final processes in the Account Receivable has improved efficiency from a five-day to a two-day process and improved the debt collection cycle.

'Nowa Nowa - the place to be'

Funded by a PHN One Good Community Wellbeing Grant, this project won a Gippsland Primary Health Network Award in the 'Better support for Diverse Communities Category', with a high standard of finalist candidates. Watch 'Nowa Nowa in East Gippsland - The Place to BE'

innovation light bulb

Demand Management Innovations

Jess Moller and Ainsleigh Whelan presented the ‘Rails Clinic’ demand-management service redesign at the Occupational Therapy Australia Exchange conference in June 2022. This was an exciting opportunity to showcase our work in innovative demand management models of care to a national audience.

hands about to shake

Paynesville Up & Running

Our new Paynesville location became operational in October 2021 thanks to quick work from our IT and environmental services teams. The site is home to nine office-based aged and disability staff members.


Expanding our NDIS Team

We created new support coordination and recovery coach role within our NDIS team. This position will maintain an engagement through periods of increased support needs due to the episodic nature of mental illness.

hand holding heart

Increased Nursing Services

The nursing team, under the lead of our Nurse Immuniser, Peta Bassett, played a vital role in supporting access to COVID-19 and influenza vaccinations to not only the Lakes Entrance and surrounding towns and communities, but also accommodated people from other areas of Victoria travelling through or staying with local family and friends. The service has increased from one day per month to two days per week ongoing.

team hand with hearts

Mobile Youth Service Project

The new service will provide geographically challenged families and young people with access to Mental Health Support and Generalist Support such as community-based events and therapeutic group work. When completed, the fit-for-purpose van will feature cutting-edge technology, including virtual reality headsets, WIFI access points and small outdoor cinema.

children's book

Children's Book Club

Now available to children and families using our services in Bairnsdale. Early Childhood Development Facilitator, Kara has specially chosen a range of books by local authors, illustrated books, and cultural and diversity-themed books for children to choose from and keep with every appointment. Children are also encouraged to "review" their book with a drawing or statement on their next visit.

hands reaching out in circle

Men's Behaviour Change Program

We made the switch from in-person to online contact with clients during COVID-19 lockdowns. This allowed the team to perform a continual risk assessment of people using family violence in our community by making this change.

Bushfire Recovery

Our Bushfire Recovery Support Team supported 240 clients over the last 12 months, making 24 legal referrals, 24 financial counselling referrals and 32 referrals to mental health services and more. The team also attended many events across East Gippsland to promote resilience and wellbeing and helped fund various projects in local communities, including firefighting equipment and a shed for the Club Terrace community.

two trees

Outdoor Learning Space

Our Children's Centre in Lakes Entrance received a Victorian Junior Landcare and Biodiversity Grant to create an Outdoor Learning Space. The space will foster an appreciation of the natural environment, help children develop environmental awareness and provide a platform for ongoing environmental education.

Inclusion and Diversity

At GLCH, we value and respect the diversity of our staff, clients and communities in which we work and live. We strive to deliver inclusive, accessible and culturally safe services. 

In May 2022, we were excited to launch our new Inclusion and Diversity Plan 2022-25.

The plan consolidates lots of work that is being done across the organisation in different diverse areas, and has three strategic goals: 

A diverse workforce and inclusive workplace culture

  • A truly inclusive workplace where people feel respected, connected, supported and valued
  • Reduce barriers to employment
  • Workforce training and capacity building

Culturally safe, inclusive and accessible services

  • An environment that is socially, emotionally and physically safe for all people
  • A workforce that reflects the diversity of the community we serve
  • Reduce barriers to services and facilities

Community collaboration, partnerships and advocacy

  • Communicate, support and celebrate inclusion and diversity through promotion, education, events and activities
  • Voices of consumers are central to decision-making in the design, delivery and evaluation of services and programs
  • Strong partnerships with specialist organisations, peak bodies and sector leaders to ensure best practice

To find out how we will achieve our goals, you can view the full Inclusion and Diversity Plan 2022-25 here.

Youth team members James and Alex standing in front of the Rainbow flag

Resilience & Wellbeing Highlights


Creating a work culture where employees can develop supportive relationships with their colleagues can be an essential strategy for increasing worker wellbeing. With this in mind, we created a series of activities and events to bring staff across all five Units together to interact and have fun!

This included:

  • A virtual morning tea to mark RU OK? Day
  • End of year morning tea to thank staff for their hard work throughout 2021
  • The hotly contested GLCH Winter Games
  • Harmony Day celebrations 
  • Human Bingo 
  • Healthy Barbecue Luncheons to welcome back staff after Lockdowns and thank them for supporting the health and wellbeing needs of our community throughout the pandemic 

We also took the opportunity to thank our nursing and aged care teams by celebrating International Nurses Day and Aged Care Employee Day, respectively. 

The Resilience Project was rolled out to all staff in May 2022. The Resilience Project teaches positive mental health strategies to help people be happier and more resilient. It focuses on three pillars – Gratitude, Empathy and Mindfulness, and staff have responded strongly and positively to this project.

Some of our teams now share their wins and good news stories and practice gratitude at regular meetings. Our Family, Youth and Children’s Services Unit has a notice board that shares news and achievements, and the Children Centre team has created a ‘Gratitude Wall.’

Sarsfield bushfire survivor and now mental health advocate John Kinniburgh joined us for a healthy barbeque lunch during Men's Health Week. John shared some real-life experiences and stories around the unique challenges men's health can present and how it affects relationships, work, and connectedness.

five staff members wearing RU OK t-shirts
Group of people saying no to violence in East Gippsland


Despite COVID-19, our annual 'Hands Up to Change the Story' campaign against family violence gathered momentum across East Gippsland throughout the 16 Days of Activism. Our Hands Up to Change the Story team canvased towns from Bairnsdale to the border, hosting activities, handing out t-shirts and chatting with locals.

"Stop our planet from turning upside down" is a Tackling Climate Change partnership involving our health promotion team and Grade 4 students at St Brendan's Primary School in Lakes Entrance. Students worked with Neda and Marrs from Goodworthy to create a message (in song) about the role we all have to play in protecting our fragile planet - watch Stop 'The Planet From Turning Upsidedown (St. Brendans Primary School)'.

We partnered with several local agencies and charities as part of the East Gippsland Community Christmas Appeal. A $5,000 donation helped the appeal purchase gift cards and toys for vulnerable families. Some of our FYCS team lent a hand to pack hampers.

Several fire-affected residents finally moved into their newly built homes after long delays due to COVID-19 and shortages of building materials and tradespeople. The recovery support team have assisted along the way with paperwork and follow-up on rebuilding rebates such as rainwater tanks and septic systems via Melbourne Water. Support workers also initiated referrals for clients when issues arose.

The High Risk Accommodation Response program played an integral part in ensuring COVID safe messaging and planning is in place for Supported residential Services and Caravan Parks in East Gippsland. This program supported a vaccination program for vulnerable people including a Sensory Friendly Event targeting children between the ages of 5-11, with a disability. GLCH was also part of the Vaccine Ambassadors Program and received funding to produce a series of vaccination messages that were promoted on local radio, television, and social media - Watch 'Whatever you reason, help us reach the target! (GLCH Socials)'.

National Volunteer Week allowed us to celebrate our 350+ volunteers' hard work and generosity by treating them to lunch across several local venues. Our volunteers strengthen our services and are a vital asset to our staff and clients. The work they do in the community is invaluable, and we sincerely thank them for their commitment.

Healthy Lifestyle Programs

Active Living

  • Active Mums ‘n’ Happy Bubs
  • Aqua therapy – Better Balance (Falls Prevention)
  • Blokes Gym
  • Cardiac Rehabilitation
  • Community Rehab
  • Healthwise Gym
  • Health Moves
  • GLA:D (Good Life with Osteoarthritis Denmark)
  • GLA:Diators
  • Keep Active Gym
  • Men’s Gym
  • PD Warrior (Parkinson’s Disease/Neuro Specific)
  • Pulmonary Rehabilitation
  • Staff­ Gym
  • Veterans Only Gym (DVA Funded)
Two people participating in the PD Power (Parkinson's) exercise program with allied health professionals.
Social Support Group, The Lounge Crew standing in the garden at our Lakes Entrance location

Staying Connected

Social groups for people of all ages, abilities, and interests (Lakes Entrance based unless otherwise indicated)

  • Active Cafe
  • Blokes BBQ
  • Forget Me Nots
  • Friday Fiesta
  • Leisurely Lifestyles
  • Let’s Cake it Easy (Bairnsdale)
  • Nowa Nowa Ladies Lunch
  • Parkinson’s support group
  • Shedquarters (formally Men’s Shed)
  • Terrific Tuesdays
  • The Lounge
  • Thrive on Thursday
  • Welcome Wednesdays

Children & Parenting

  • Baby Makes 3
  • New Parents Group
  • Tuning Into Kids / Tuning into Teens
  • Pizza & Parenting (men’s group)

Children’s Centre programs including:

  • Full-time, part-time, and casual childcare
  • Before and after school care
  • Coastal Kinder
  • Three and Four-Year-Old Kindergarten
  • Vacation Care
  • Stephanie Alexander Kitchen Garden Program
Three small children in our children's centre garden holding home-grown produce
six happy children playing musical instruments

Paediatric Therapy Groups

  • Active Lorikeets (Speech, language and fine motor development School Readiness Program)
  • Little Wrens (Language and fine motor development Program)
  • Lyrebirds (speech sound development)
  • Hanan More than Words (Autism Language development)
  • Hanen It Takes Two to Talk (Early language development)
  • Alert Program (self-regulation program)
  • Zones of Regulation Program (self-regulation program)
  • Bouncing Bubs (Early intervention gross motor program)
  • Toddler Group (Early intervention development program)
  • Food School & Food Science (SOS)

Adult Health & Wellbeing

  • Art Therapy
  • Caution with Cannabis
  • Drumbeat
  • Healthy Ageing Information Session
  • Home Based Library
  • LIFE! Program (Diabetes & Cardiovascular Prevention)
  • LSVT (Lee Silverman Voice Treatment for Parkinson’s disease)
  • Making the Last Chapter Reflect the Whole Book (pre-advance care planning)  
  • Men’s Behaviour Change
  • Mindful Meditation
  • WISE (Women Inspired Supported and Empowered)
Group of nine people proudly showing the artwork they produced in our art therapy program
two young people creating resin art masterpieces during Youth Week

Young People’s Health & Wellbeing

  • Achievement Program (in Schools)
  • Calm Futures 
  • Drumbeat
  • HEY! Program (Healthy Equal Youth)
  • Stephanie Alexander Kitchen Garden Program
  • Tackling Climate Change - Love Food, Hate Waste 
  • Tackling Smoking 
  • Vic Kids Eat Well Program

Our Year in Stories

Group of six older ladies happily waving hello
Pre-COVID, our social support team started a monthly craft-orientated group called Crafternoon targeting our younger, independent clients who had previously engaged with us through once-off information sessions or outings but were not quite ready to meet in a weekly group setting. The ladies embraced it. They soon went from monthly meetings to fortnightly at their request. 
Tamboon resident Ernie standing with Bushfire Recovery Support Workers in recent fire affected area
After the Black Summer fires, people from the small remote community of Tamboon were referred to us for recovery support. While working with these people, the recovery support worker identified the need for power tools for the district. One resident had been using his own tools and allowing other community members to use them, leading to some items needing repair.
young person holding homegrown carrots and beetroot
With the support of Andrea from our Health Promotion Team and Kellie from Orbost Regional Health Service, St Joseph’s Primary School in Orbost are now part of the Stephanie Alexander Kitchen Garden (SAKG) program.
Two women catching up over coffee
Barbara is a Home Care Packages (HCP) client and is a life-long East Gippsland resident.  She was also the full-time carer for her husband of over 50 years. With Care Manager Emma's assistance, she could maximise available support to assist her in her role as a carer and keep her husband at home.
Social Support Group, The Lounge Crew standing in the garden at our Lakes Entrance location
The wellbeing of our customer service team in our clinic at Lakes Entrance needed a well-deserved boost after two years on the frontline working through a global pandemic and all challenges that come with it! So, when the opportunity to apply for a General Practice Wellbeing Grant was presented, the team chose to pursue the idea of plants.
Executive Manager of Aged and Disability Services Penny pictured with Rose and an oversized cheque
The kindness and generosity of eight-year-old Rose Hamer surprised and delighted our meals on wheels clients when she covered the cost of the meals for a day.

Consumer Feedback

Consumer feedback helps us make meaningful improvements to our services and programs. Anyone who uses our services and programs can leave us feedback using a range of easy, accessible and, where preferred, anonymous processes. 

Feedback forms are available in all our customer service areas. You can also send us comments via email to or you can visit our website and complete our online feedback form. 

What we do with your feedback: 

  • All the feedback we receive is uploaded to Riskman, our quality and safety software system
  • It is then forwarded to the correct member of our Executive Management Team for their attention and follow-up
  • Managers will respond with a written letter or email. They may phone you for further details or make time to meet with you, if necessary

Finance Summary

Gippsland Lakes Complete Health delivered a surplus result of $3,072,874 for the 2021-22 financial year, maintaining a strong financial position to embrace future opportunities and challenges as they arise.

Operating Result

Our operating result for the year, including depreciation and gain/(loss) on disposal of assets, was a surplus of $3,072,874.

Gippsland Lakes Complete Health continues to be supported in seeking and successfully attracting funding required to build and expand service delivery. This is evident by a 13% growth in revenue during the period.

GLCH has a sound financial base, showing strong liquidity and associated ability to meet all employee and program commitments. Employee costs continues to represent the largest area of expenditure, accounting for 59%, followed by client costs representing 30% of total expenses.

Assets and Liabilities

GLCH continues to hold a strong financial position, strengthen with a 1% increase in total assets, and total liabilities declining by 14% during the period.


The Board recognises the importance of a strong governance framework and support this with well-established Finance and Quality Governance Committees that meet bi-monthly. The Finance Committee reviews financial reports, ensures accounting policies are applied, recommends the approval of audited annual financial statements, and ensures that issues raised as part of internal and external financial audits are addressed.

Audited Financial Statements

Gippsland Lakes Complete Health prepares General Purpose, reduced disclosure financial statements in accordance with the requirements of the Corporations Act 2001 (Cth) and the Audit Act 1994.

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