Welcome to our 49th Annual Report.
It’s hard to believe that we’re just one year away from celebrating 50 years of serving our amazing community. As we look back on the past year, we’re reminded of what makes our work so special: it’s all about people. Whether it’s a friendly smile, a helping hand, or simply being there when it matters most, we’re proud to be part of this incredible community.
In this report, you won’t just find stats and figures - you’ll see the real impact we’ve made together. From supporting families to strengthening our ties across Gippsland, it’s been a year full of meaningful moments and shared successes.
As we move towards our 50th year, we’re excited about what the future holds. We’re committed to staying true to our roots while embracing new ways to care for our community. After all, Gippsland Lakes Complete Health is about more than just health services; it’s about being there for you, your family, and our community, now and into the future.
About Us.
Supporting communities to live well.
Gippsland Lakes Complete Health is one of rural Victoria's largest community health organisations, employing more than 540 staff and 300 volunteers dedicated to delivering health and support services across East Gippsland.
Our vision is for our people and communities to live well. We achieve this by responding to current and emerging needs, delivering innovative services, information, and assistance, and collaborating with other health providers for greater impact. We provide essential local health and support services from seven locations and through outreach to nearby and remote communities. Our services include medical, allied health, aged and disability care, family support and counselling, early education and childcare, and specialist health services.
Equity, diversity, and inclusion are at the core of who we are. We welcome all people, regardless of ethnicity, faith, sexual orientation, and gender identity, and have established a safe and inclusive environment for staff and visitors.
Purpose. Values. Priorities.
Our purpose is to improve the health and wellbeing of the people of East Gippsland by providing health care and support.
We are:
Compassionate
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We are caring and kind to people and the planet
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We work respectfully and with integrity
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We build trust through listening and understanding.
Inclusive
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We exist to support the health and wellbeing for everyone in our community
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We celebrate and value diversity
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We are ethical, honest, reliable and fair.
Courageous
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We are creative and resourceful
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We are progressive and collaborative
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We are not afraid to try new things for the benefit of our community.
Our Strategic Priorities
Enhanced Access and Experience
We respond to current and emerging needs by delivering innovative services, information and assistance to individuals and communities.
Engaged and Supported Workforce
Our workforce is engaged and supported to respond to community need and deliver positive client outcomes.
Partnership and Advocacy
We adopt a partnership model to respond to the health and wellbeing needs of the community.
Sustainability
We adopt and promote contemporary systems, infrastructure, tools and resources that enable us to thrive.
Equity, diversity and inclusion are at the core of who we are.
We welcome all people, irrespective of ethnicity, faith, sexual orientation and gender identity, and have established a safe and inclusive environment for staff and visitors.
We are committed to continuously advancing our understanding and practice of self-determination, reconciliation, intersectional inclusion, equity, and social justice.
We embrace and celebrate the diversity of individuals' physical and cognitive abilities, mental health status, cultural heritage and ethnicity, gender identity, sexual characteristics and orientation, age, and spiritual or faith-based beliefs or non-beliefs.
Our Directors.
Our Board of Directors brings together a wide range of skills, expertise, and experience to Gippsland Lakes Complete Health. Their backgrounds span various fields, including education, health, local government, business administration, finance, information technology, journalism, and law.
Each Director maintains strong ties to the local community and provides robust governance and guidance for our organisation.
The Board consists of nine directors – six elected from within GLCH’s membership and three appointed for their specialised skills and experience.
This year, we bid farewell to the amazing Robyn Cooney after nearly eight years as a Director. Robyn has been an invaluable asset to the Board and GLCH, and we are deeply grateful for her dedication and support. At the same time, we warmly welcomed Judie Brennan, who brings over 20 years of experience in quality, governance, and risk management, as well as a deep understanding of management, committee, and board operations in regional and rural health.
Committed. Skilled. Local.
Our Executive Management Team.
Our Executive Management Team drives our mission to deliver excellent health and community services.
With a diverse range of expertise in healthcare management, strategic planning, financial management, and community engagement, they ensure smooth and effective operations. Their commitment to high standards, supportive leadership, and community connection is key to achieving our goals and adapting to change.
Their vision and leadership are instrumental in steering us towards a bright and sustainable future.
We are proud to have such a talented and dedicated team at the helm, working tirelessly to enhance the wellbeing of the communities we serve.
Dedication. Expertise. Passion.
Anne-Maree Kaser
Chief Executive Officer
Rebecca Woodland
Chief Operating Officer
Cheryl Bush
Executive Manager, Clinical and Nursing Services
Chloe Watson
Chief Financial Officer
Kathy Dickinson
Executive Manager, Family, Youth and Children's Services
Penny Cassidy
Executive Manager, Home and Community Support Services
Ainsleigh Whelan
Executive Manager, Support, Therapy, Education and Prevention
Our Year in Numbers.
32,010
Inbound phone calls
(does not include medical)
90,000
Invoices processed by
our Finance team
9,643
IT help requests
from staff
6.600
NDIS support
coordination hours
19,154
Meals delivered by
our vounteers
71,000
Community Support Worker service hours
52
Social and therapy programs delivered weekly
24,249
Family violence support hours, including The Orange Door
Highlights.
New Lakes Entrance Site: Enhancing Community Services and Accessibility
Our new site at 271 Esplanade, Lakes Entrance, officially opened on 5 April 2024. This exciting development provides a dedicated working space for our Home and Community Services staff, and a welcoming environment for our clients to meet with our alcohol and other drug, counselling and intake teams. The relocation of the Lakes Entrance Centrelink agency to this site has also led to an increase in walk-in queries.
Empowering Voices: Consumer Advisory Group
We believe in the power of consumer involvement in shaping and evaluating our services. The newly active Consumer Advisory Group, representing our diverse clients, plays a crucial role in this process, ensuring that our services are tailored to meet the unique needs of our community. We are creating an action plan and engagement strategy to focus on what our consumers value most in our services and their experience with us. To help with this, we have hired a Reporting Analyst to develop tools to capture and measure these experiences.
Community Unites: 'Walk to Change the Story' Returns to Bairnsdale
After a three-year hiatus, we were excited to bring the 'Walk to Change the Story' back to the streets of Bairnsdale with the support of several local organisations. It was heartwarming to see hundreds of awesome community members join us as we took steps to end violence against women and children on the International Day for the Elimination of Violence Against Women and the first day of the 16 Days of Activism Against Gender-Based Violence.
Tap HERE to view our amazing event video.
Sustainability Milestones: 17 Actions Completed in our 2022-2025 Plan
We are proud to announce that we have completed 17 of the 26 actions outlined in our Sustainability Plan 2022-2025. These include significant projects such as an electric vehicle trial and EV charger installation, the commencement of a Heating, Ventilation and Air Conditioning (HVAC) project, the installation of multi-sort bins, and our membership in the East Gippsland Climate Change Collective. These achievements show our strong commitment to sustainability and protecting the environment.
A Decade of Joy: Celebrating 10 Years at our Lakes Entrance Children's Centre
Staff, children, and families celebrated ten wonderful years at our Lakes Entrance Children's Centre in June 2024 with singing, play, and a birthday cake! CEO Anne-Maree highlighted the centre's growth, led by our dedicated team, including the addition of three and four-year-old kinder, coastal kinder, the Stephanie Alexander Kitchen Garden, and an intergenerational partnership with Calvary Aged Care. "GLCH Children's Centre is where families want their children—our most precious guests—to have fun and learn," she said.
Partnering for Better Health: The Alliance of Rural and Regional Community Health
We are an active member of the Alliance of Rural and Regional Community Health (ARRCH). ARRCH was created by 11 community health CEOs dedicated to improving their communities' health and wellbeing. Our CEO attends monthly meetings, and staff participate in Communities of Practice, including marketing and communications, data analytics, human resources, finance, allied health, upstream investment, and quality and research.
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Empowering Health: Community initiatives lead by our Health Promotion Team
The Health Promotion Team is all about community-driven initiatives through strong partnerships. Get Your Game on Outside was launched during Screen-Free Week and developed with Lindenow South Primary School, this initiative encourages kids to reduce screen time and get active. Seven schools participated, making it a big success!
The team also co-designed “The Facts About Vaping” social marketing video with two local primary schools to educate kids about the risks of vaping, and launched their second successful Let's Veg Up campaign.
Partnering with GEGAC: Providing Culturally Safe MCH Services
We partnered with Gippsland and East Gippsland Aboriginal Cooperative (GEGAC) to offer Maternal and Child Health services to Aboriginal and Torres Strait Islander families. Lauren, our Maternal and Child Health Nurse, works at GEGAC every Monday, providing health checks for infants, promoting responsive parenting, and supporting the well-being of mothers and babies. Lauren offers guidance on child development and emotional support. She highlighted the importance of this culturally safe collaboration, which has been well received by the community.
Showcasing Excellence.
Celebrating the achievements of our staff is essential for many reasons. It helps us build relationships with funders, raise our organisation's profile, attract new talent, offer professional growth for staff, strengthen our reputation as a leader in the field, showcase our services to the community, and foster a culture of learning and development. Over the past year, our team has shared their work through various platforms, achieving significant recognition.
Our emergency recovery staff presented at a Disaster Resilience conference in Brisbane.
At the inaugural Alliance of Rural and Regional Community Health (ARRCH) conference, our team showcased several key initiatives, including our Emergency Recovery Program, youth bus, strategies for managing the demand for paediatric allied health services, addressing vaping issues among young adults, Personal Alarm Clinic, and innovative occupational therapy clinic models designed to manage increasing service demands.
At the Gippsland Allied Health Symposium, we delivered workforce development presentations, including using Microsoft Teams for communication and support for Aboriginal and Torres Strait Islander children in Lake Tyers to help them become 'school ready.' We were honoured with the Best Presenter and Best Poster awards for our contributions.
Our Chief Operating Officer, Bec Woodland, authored an article titled "The Experiences of a Regional Aboriginal Community Accessing Primary Health Care During Times of Crisis," published in the Australian Journal of Rural Health in November 2023.
Prevention and Population Wellbeing worker Tehseen Zafar presented our 'Prevention of Vaping' project at several conferences, including the Prevention Health Conference in Darwin and the Victorian Health Conference. The presentation was so impactful that ARRCH members requested additional training sessions.
We were also invited to submit a paper to the Parliamentary inquiry into vaping prevention.
Winning!
Australian College of Nursing
Lisa Tyter, our aged and complex care nurse, was awarded the Australian College of Nursing High Achiever Award for achieving the highest overall score in her Aged Care Nursing Graduate Certificate studies.
Victorian Rural Health Awards
We’re proud to have had three finalists in the 2024 Victorian Rural Health Awards: Jess Moller, Dr. Patrick Kinsella (Rural GP), and Susan Scarr (Supervisor/Mentor). Jess (pictured) won the Outstanding Contribution to Rural Allied Health category for her work in supporting low-cost assistive technology clinics and developing our cadetship program.
Good News Stories
Let's Veg Up! How We’re Helping East Gippsland Eat Healthier
Did you know that less than 5 percent of adults in East Gippsland eat the recommended five servings of vegetables each day? It’s a startling statistic, but it’s one we’re determined to change. That’s why our Health Promotion Team teamed up with local supermarkets to make it easier—and more fun—for people to load up on veggies. In May 2024, we launched our second Let’s Veg Up! campaign in partnership with Cancer Council Victoria, LiveLighter® and Ritchies IGA stores in Paynesville and Bairnsdale. For eight weeks, shoppers could find special recipe shopping lists attached to 320 trolleys at these stores. These lists were linked to tasty and healthy LiveLighter® recipes, giving people fresh ideas for incorporating more vegetables into their meals. But we didn’t stop there—our campaign also featured a social marketing blitz and even a treasure hunt competition to keep things exciting! And the results? They speak for themselves. Vegetable sales jumped by 7 percent in Bairnsdale and 5 percent in Paynesville compared to the same time last year. A survey of shoppers after the campaign showed that 9 percent tried out a recipe at home, with 70 percent of those people cooking the recipe more than twice! Plus, our social media reach soared to over 27,000 people. We even noticed small but important shifts in shopper habits—more people were planning their meals ahead and including vegetables in most of their meals. The enthusiasm and support from our community has been incredible, and it’s clear that campaigns like this can make a real difference in how we eat. By targeting both food planning and cooking skills, we’re helping families in East Gippsland eat healthier and feel better. So, next time you’re at the store, remember to Veg Up! Your body—and your taste buds—will thank you.
From Hesitation to Hope: Transforming a cluttered home and a life
n a recent collaboration with our Can Do Home Services team, our Home and Community Care Program for Younger People (HACC PYP) assessor worked hand-in-hand with a younger client struggling with significant accumulation and clutter in their home. The situation had a serious impact on their health, safety, relationships, and overall wellbeing. At first, the client was understandably hesitant to accept help, but with empathy and patience, our staff built trust. In time, the client allowed us to step in, and the transformation was remarkable. The home was decluttered, and the client's confidence—and quality of life—improved dramatically. But stories like this are becoming harder to achieve. Funding for the HACC PYP has been frozen since 2016. Despite this, GLCH remains dedicated to supporting clients—especially those with nowhere else to turn. With limited resources and growing demand, we continue to push for additional funding to make a bigger impact in our community.
Finding Safety and Support: Mrs. C living with Dementia
With more older people in our community living with multiple chronic health conditions, the chances of them also having some levels of cognitive impairment are higher. When poor physical and cognitive health intersect, it can lead to something called cognitive frailty. This is a tricky concept that leaves those affected dependent on others for decision-making and daily needs. People with cognitive frailty are especially vulnerable to poor health outcomes and exploitation, particularly if they live alone. Sadly, many older adults with cognitive impairments never get a proper diagnosis. This makes it hard for family, friends, and healthcare workers to understand the level of support they need. Take Mrs. C, for example. She’s 86 and lives alone, with her family in Melbourne. She has a close friend nearby who helps when she can. This friend noticed that Mrs. C was struggling more and more with self-care. After a visit to the GP, Mrs. C was diagnosed with dementia. However, her family had different opinions about how dementia was affecting her ability to make decisions, which made supporting her difficult. That’s when the Aged and Complex Care Nurse stepped in. They tried to educate and engage the family on how to support Mrs. C’s decision-making. Unfortunately, these efforts didn’t work out, and Mrs. C’s safety became a concern. Despite some family disagreements, the nurse applied through VCAT to have a guardian and administrator appointed. This decision turned out to be the best for Mrs. C. She was moved to a nursing home closer to her family. The guidance and counselling from the Aged and Complex Care Nurse also helped the family understand Mrs. C’s dementia better and work together to support her.
From Grief to Renewal: Overcoming Challenges through Counselling
After enduring years of family violence, Ms. X had been attending counselling for a year to heal from the trauma of her recently ended relationship. With the guidance of her counsellor, she worked through feelings of grief and loss while building on her strength and resilience. Together, they set and achieved multiple goals, though the woman remained hesitant to discuss closure, feeling there was always more to work on. One day, she revealed that without the support of her counsellor, she didn’t believe she would still be alive. Grateful and empowered, she announced she was ready to move on. After exit planning, she left counselling two sessions later, renewed and hopeful for the future.
Bringing Care Home: OT Outreach Program Enhances Independence
The Outreach Program is a fantastic collaboration between our Community Occupational Therapists and the Dargo Bush Nursing Centre (DBNC), bringing essential occupational therapy (OT) services to the Dargo community. The main goal? To help community members stay safely in their homes for as long as possible. During their visits, the OT team checks out clients’ safety, mobility, and daily tasks around the house. They identify necessary modifications, like bathroom renovations and accessibility improvements, to make life easier and safer. The OTs also work with the DBNC to evaluate funding for clients receiving Home Care Packages through My Aged Care. This unique partnership shows how teamwork can make a real difference. Thanks to this program, Dargo community members now enjoy increased safety and independence at home. Des and Margaret Knott shared their gratitude in the Dargo Newsletter: "On behalf of Margaret and myself, we would like to extend our gratitude to the Dargo Bush Nurses along with the team at GLCH. The nurses at DBNC facilitated a meeting between us and the team from GLCH to assess our requirements for home modifications as well as source grants to cover the works. It is great to see the centre being proactive in assisting the ageing population to remain in their own homes. With the help of a local contractor Jack, we have had multiple modifications completed around our home, such as fitting new tapware that Margaret and I are able to turn on and off with ease. While the process does take some time from start to completion, it has been an amazing service to us, and we offer our thanks to all involved and congratulate all on a wonderful job they have done!"
How a Mobile Van is Changing Young Lives in Remote East Gippsland
Several members of our Family, Youth and Children's services team saw a need to better engage with children and young people in the remote corners of East Gippsland. Their vision? To take support on the road with a custom-built Mobile Activity Van (MAV), fully equipped with the latest virtual reality (VR) technology and mobile digital tools. Determined to bring their idea to life, the team sought funding and hosted a series of community engagement sessions in isolated areas like Cann River and Omeo. Listening closely to children and young people, they heard a common theme: they often felt left out due to their remote locations, lack of transportation, and dependency on caregivers. They longed for access to specialised services and safe social spaces, like youth centres, where they could connect and find support. That's where the MAV steps in. Co-designed with input from the very children and young people it serves, this mobile hub brings the solution directly to them. It's more than just a van; it's a lifeline to connection and support, without the need for them to leave their communities. The MAV is beautifully wrapped in artwork that reflects the stunning landscapes of Gunaikurnai Country, making it not only functional but culturally meaningful. The MAV isn't just about physical presence - it's about innovation. Inside, kids and teens can explore cutting-edge VR applications designed to support their mental health and wellbeing: Flowborne: A breathing and mindfulness app that helps users stay calm under pressure. Tilt Brush: A creative 3D art tool that lets participants express themselves in a digital, immersive world. Liminal: A guided meditation app, perfect for teaching self-regulation and stress management. Beat Saber: A dynamic rhythm game that blends movement and music, used to help with grounding, centering, and focus. Using Meta Quest VR headsets, the MAV currently offers these exciting tools, with plans to introduce even more, including life skills simulators and other immersive social wellbeing applications in the future. This mobile technology hub provides young people in isolated rural areas with a safe, engaging space to access the support they need - right where they are. Want to know more about how the MAV is making a difference? Contact Ben on 5155 8300.
Become a member of the GLCH family
Becoming a member of
Gippsland Lakes Complete Health is a powerful way to influence
and shape the services that support our communities.
Here are the benefits of becoming a member:
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Influence Decision-Making: Be invited to participate in annual general meetings, community surveys, forums and focus groups and have a say in the direction and priorities of GLCH.
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Stay Informed: Receive regular updates on our programs, services, and initiatives, informing you about our work and achievements.
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Support Your Community: Contribute to the well-being of East Gippsland by supporting an organisation committed to reducing health inequities and promoting inclusive, accessible healthcare solutions.
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Connect and Network: Engage with other members, volunteers, and staff who share your commitment to improving community health and wellbeing.
There are three types of membership:
Individual
As an individual member, you receive notices about meetings, attend them, be heard, and vote. You can also vote for the Board of Directors or serve on the Board yourself.
Corporate
As a corporate member, you have the right to receive notices, attend, be heard, and have a single vote at any General Meeting. You're also entitled to one vote in electing Directors to the GLCH Board of Directors and can nominate one person to be elected to the Board.
Associate
As an associate member, you have the right to be informed about, attend, and speak at any General Meeting, but you do not have the right to vote.
Connect With Us
Address
Bairnsdale: 281 Main Street
Bruthen: Main Street
Lakes Entrance:
18-26 Jemmeson Street
271 Esplanade
45 Coates Road (Children's Centre)
Metung: Cnr Metung & Hardy's Road
Nowa Nowa: Hall Road
Contact
Call: 03 5155 8300
Email: hello@glch.org.au
Visit: glch.org.au
Opening Hours
Operating hours for our service sites are different. For details, please visit https://glch.org.au/contact-us/
We acknowledge the traditional owners and custodians of the lands and waters where we work and live. We celebrate the diversity of Aboriginal and Torres Strait Islander people, their continuing culture and enduring connection to country, and pay respect to Elders past and present.
Everyone is welcome at GLCH. We are committed to including all people, embracing diversity and eliminating all forms of discrimination.