Uniting Annual Report 2019-2020

Our FY20 strategic focus.

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This year, Uniting’s strategic focus was directed at our culture, social impact, service evolution and responsible stewardship.”

Our 4 key areas:

Culture

Bring our mission to life through our values to create an inclusive, safe, reliable, and person-centred culture for our people and the people we serve.

Social impact

Work to change the circumstances of vulnerable and disadvantaged people through a range of programs and partnerships, including the Future Horizons strategy.

Service evolution

Evolve our person-centred service models and our capability and quality frameworks, to meet the changing needs of people and communities.

Responsible stewardship

Use the resources entrusted to us by the Uniting Church, government and partners wisely, and invest for maximum social impact.

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Even before the COVID-19 pandemic began unfolding, we recognised that our operational environment is undergoing dramatic change.”

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Regulation

Shift to consumer directed care in aged care and disability.

Budgetary constraints and evolving funding models.

Greater scrutiny and shifting policy positions adding cost and complexity.

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Customer

Customers growing in overall volume.

More complex requirements due to greater acuity and ethnic diversity.

Evolving purchase behaviour and preferences; rising expectations.

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Competition

Increasing competition from both for-profit and not-for-profit organisations.

New business models, propositions and providers.

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Workforce

Workforce shortages in many fields of Uniting’s work.

A richer skill set is needed to cater for complex care needs.

Ageing workforce.

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Technology

Pressures from increasingly technology savvy customers and disruptive threats.

Opportunities for automation, personalisation and enhanced services.

balance

Social balance

2 million people remain entrenched in the cycle of disadvantage in Australia.

Disadvantage is also growing in new groups, such as older women.