Finding
your place
one place.
better place.
Better Place Australia
Annual Report 2024
CEO Message
Serge Sardo
Chief Executive Officer
Expanding reach, impact and inclusion
This year marks the completion of a transformative five-year journey for Better Place Australia.
During this time, our annual turnover increased from $9 million to over $16 million and our team grew from 80 to more than 140 people. This has enabled us to expand our services from the Mornington Peninsula to the northern and western suburbs of Melbourne and to the Otways.
Our reach has also widened. We now offer 12 funded services, including critical programs for older adults, mental health support, and psychosocial suicide prevention through the HOPE program, which includes multicultural communities.
One of our proudest achievements this year was earning the Rainbow Tick Accreditation, a reflection of our commitment to creating a safe, inclusive environment for the LGBTIQ community.
I’m particularly proud of our staff, whose dedication during the most challenging of times, helped us meet high demand for our services and achieve an overall 95% satisfaction rate.
Looking ahead, our new five-year strategic plan will focus on innovation and the integration of technology to enhance service delivery and expand choices for our clients.
Chair Foreword
Anne Goldsbrough, AM
Chair of the Board
Our Services
Mediation / Family Dispute Resolution
Reach a mutual agreement on parenting or financial disputes without risking greater emotional or financial costs.
Financial and Property Mediation
A non-biased process for discussing the distribution of property and financial assets during a separation.
Family Counselling
Create a safe space for your children to manage their emotions during parental separation or family conflict.
Relationship Counselling
Understand how your relationship has changed and what you both want for its future.
Child & Youth Counselling
Meet and move through life transitions with resilience, curiosity and confidence.
Mental Health Counselling
Overcome personal challenges by building the right habits and strategies and a positive mindset.
Better Pride
Feel seen and supported in tackling challenges that are unique to you and your community.
Family Mental Health Support
Helping families in Frankston and Mornington Peninsula stay on top of their mental health and well-being. (Frankston to Mornington only)
Children’s Contact Service
Establishing a safe and secure place for your child whilst strengthening their connection with both parents.
Supporting Children after Separation Program
Counselling assistance from a compassionate and skilled practitioner that focuses on the issues that arise from a parental/carer separation.
Elder Abuse Prevention Services
Empowering older people to achieve autonomy, self-determination and improved wellbeing by supporting them with specialised Elder Abuse Prevention response.
Care Finder Program
Maintain your independence as an older Australian living alone in the Dandenong area by finding out how to access aged care services in your own home.
Residential Care Psychological Services
Nurturing the mental health of residents in aged care homes through psychological support services across the Mornington Peninsula, Geelong-Otway regions, and Northern region of Melbourne.
Financial Counselling
Lift yourself out of financial difficulties with the right information, support, assistance and advocacy.
Financial Capability
Future-proof your financial health by learning essential financial skills, literacy and capability.
HOPE Outreach Program
Psychosocial support service for people who are extremely vulnerable in the weeks and months following a suicide crisis and referred by Monash Health Crisis Support Services Dandenong.
Group Programs and Community Education
- Providing couples, parents and carers with relationship workshops to enhance their family environment.
- Parenting education programs
- Financial capability workshops
Guided by values, driven by vision
At Better Place Australia, our five core values—Creative, Caring, Thriving, Responsive, and Welcoming—form the foundation of who we are and how we work. We believe in bold ideas, fostering empathy, and creating inclusive spaces where everyone is valued.
These principles drive our 2024-2029 strategy, focused on enhancing workplace culture and delivering a client experience that is seamless, underpinned by compassion and support. Over the next five years, we aim to be recognised as a leader in providing accessible, evidence-based care that meets the diverse needs of all Australians.
Through sustainable growth, new funding opportunities, and a commitment to social change, we are shaping a future where our community thrives.
Creative
Caring
Welcoming
Responsive
Thriving
New five-year strategic plan
Our Clients
Identifying gender
42%
Male
58%
Female
Household income
67.7%
$0 – $50,000
23.1%
$50,001 – $100,000
6.8%
$100,000 – $150,000
2.4%
Over $ 150,000
Highest level of education
10.1%
Did not complete secondary school
35.7%
Secondary school – Year 12
26.8%
Other post-secondary
13.7%
Tertiary – Universities
9.8%
Postgraduate
3.9%
Other education
Marital status
28%
Single / Never married
19%
Married
12%
Defacto / In a relationship
20%
Separated
6%
Divorced
11%
Widowed
15%
Not stated / N/A
Employment status
47.9%
Employed
41.7%
Not in the Labour Force
8.4%
Unemployed
2%
Unpaid work
Household Composition
23.96%
Sole Parent (with dependants)
19.36%
Group (unrelated adults)
18.6%
Single Person (living alone)
15.46%
Couple (with dependants)
12.57%
Group (with related adults)
9.81%
Couple
0.23%
Homeless/no household
Significant client insights
28.8%
of clients identified as coming from culturally and linguistically diverse (CALD) backgrounds
39.3%
of all clients indicated presence of family violence
8.6%
HOPE outreach clients are LGBTQI+
55%
Family Dispute Resolution clients indicated presence of family violence
Elder Abuse Clients
78.8%
of elder abuse clients are female
30.9%
of elder abuse clients lived alone
27.9%
of elder abuse clients live with their families
37.8%
of elder abuse clients live with their partner
13%
elder abuse clients had experienced threat to kill
53%
elder abuse clients experience financial abuse
Less funding means fewer older people are supported*
*In 2023, the integrated model of care service for elder abuse victims was defunded
33%
reduction in elder abuse client numbers
41
days* is the median waiting time for elder abuse clients to access service
*Before September 2023, it was 21 days, the earlier months have skewed the average.
Residential Aged Care Facilities (RACF) Psychological Service Program client insights
11%
of clients in North-West region identify as coming from Italian background
63%
of clients in North-West region identify as having Australian background whilst
85%
of West region clients identified as having Australian background
Our Impact
Combating elder abuse
Better Place Australia is leading the way in elder abuse prevention through the Southern Melbourne Elder Prevention Network (SMEAPN). Our 2024 World Elder Abuse Awareness Day (WEAAD) workshop event was a resounding success. In collaboration with four local councils–Bayside, Kingston, Monash and Glen Eira– we welcomed over 200 attendees, with an additional 100 on the waitlist, making this the largest WEAAD event in Victoria.
Ticking it off
We achieved our Rainbow Tick Accreditation in February 2024, which is a testament of to our commitment to LGBTIQ+ inclusion, diversity, and continuous improvement. We’re particularly proud that to be awarded full accreditation without conditions for improvement.
Building on HOPE
The HOPE Outreach program launched HOPE for All in November 2023, offering additional support to carers of HOPE clients. This initiative, following a recommendation by the Royal Commission into Mental Health, provides both individual and group-based support. It is designed to empower carers by strengthening their coping abilities during the challenges of supporting family members after a suicidal crisis. Through this initiative, carers can find a sense of belonging, improve crisis management, and prioritise self-care—all of which positively impact HOPE clients as well.
First Nations ally
The Reconciliation Action Plan (RAP) working group continues to promote internal events and those in partnership with local councils on reconciliation and NAIDOC. Many sites also received Indigenous artworks and commissioned pieces to promote cultural safety.
Taking the stage at national conferences
Actively participated and sparked dialogue at national sector and peak body conferences on elder abuse, family relationships and gerontology.
Continuing to Support Individuals and Families
Better Place Australia delivered 27,525 sessions this financial year, supporting individuals and families across a range of services.
Advocating for Policy Reform and Sector Improvement
Our submissions to government departments and sector peak bodies are focused on driving reform and shaping policy and funding guidelines. In January 2024, we contributed to the Department of Social Services Review of Financial Wellbeing Capability programs, advocating for a proactive approach to meet evolving client needs. Our key areas included improved education and access, tailored financial counselling, and addressing affordability issues. We also expressed our commitment to collaborating with the Department to enhance the impact of financial counselling services.
Additionally, we submitted a briefing report with recommendations to the Seniors Policy and Elder Abuse Reform team at the Department of Families, Fairness, and Housing, advocating for older people’s rights to access specialised services.
Better Place Australia was also invited by the State government to participate in a family violence roundtable, where we highlighted the need for differentiated responses between older individuals affected by family violence (aged 65+) and those in younger cohorts.
Client experience survey highlights
27525
Number of sessions
96%
of clients found Better Place Australia accessible
95.1%
of clients satisfied with Better Place Australia’s services
80.2%
felt better able to deal with their issues
97.4%
would recommend Better Place Australia
96.9%
feel Better Place Australia is safe and inclusive
Top 3 referral sources
Other
organisations
Internet
Self
Our clients see us for
Financial hardship
Parenting plan
Behavioural issues
Testimonials
- “Our practitioner was fabulous. She helped make our relationship better and stronger. We are eternally grateful for that.” – Mediation “I have been participating in Tuning into Teens. They have been excellent facilitators… Rob and Dania have made it interesting, fun, relevant and have imparted so much knowledge and shared their own experiences. I have also learnt so much from others in the group.”
– Skills building - “BPA staff are kind, courteous, understanding and friendly. I highly recommend their services.”
– Staff - “My mediator has been great and has made me feel much more empowered and hopeful about my situation than when I started.” “The level of support and kindness I was shown was amazing. Made an extremely difficult process a lot easier to go through.”
– Mediation - “I arrived completely broken I am 74. I had no self-worth and had lived in a verbally and physically abusive relationship for years. My Therapist got me to a mentally stable position as well as feeling I am worth something. I am using the tools I have learnt to set boundaries… I would like to say a big Thank you to all the staff that helped me at the Better Place Australia.”
– Respecting Elders program - “I wanted to take a moment to express my sincere gratitude for the invaluable assistance you provided during the mediation process for my wife and me. Your expertise and guidance were instrumental in navigating the complexities of our separation and in establishing a comprehensive care plan for our daughter. Your professionalism, empathy, and commitment to facilitating constructive communication made a significant difference in reaching a resolution that prioritises the well-being of all involved parties, especially our daughter”
– Child counselling - “I would advise anyone to have the counselling. When I moved here I felt useless and terrible about leaving the family. When I’ve needed support counselling has helped me through a lot of issues. It’s also helped me to be assertive about my needs and the avenues to take to make changes”
– RACF Psychological Services - “I found the financial counsellor who I saw to be incredibly helpful, non-judgemental and supportive. She provided me with education around financial literacy and helped me identify areas where I could start making changes. I feel more empowered and in control of my financial situation and have some tools that I am already using today, a day after the appointment that are making a difference.”
– Financial Counselling and Capacity
Board of Directors
Executive Team
Advocacy
Working together to stem the rise in elder abuse
Among Australians aged 65 and older, one in six experience some form of abuse, with two-thirds suffering in silence.
Continuous improvement of services to clients
As a community services organisation, the quality of our work is measured by the impact of our services. That’s why we consistently focus on service outcomes and inclusivity to ensure we fulfil our commitments to the communities we serve.
Shaping better mental health services through research
As our research and policy arm, the Centre for Better Relationships continued to be instrumental in shaping our approach to mental health service delivery by deepening our insights into the current social issues impacting Australians.
Our People
Celebrating our team and supporting their wellbeing
We come together each month to celebrate our staff birthdays and important awareness days such as IDAHOBIT, NAIDOC, Mental Health Month, Ageism Awareness Day, and Refugee Week. These moments remind us of the diverse and inclusive community we’re building.
Equally important is keeping our team’s wellness in check. We prioritise health with resources like annual flu shot reimbursements, and the Employee Assistance Program. As part of our ongoing cultural transformation, we’re also launching a Reward and Recognition program to foster growth and collaboration.
Marching forward with Pride and toward inclusion
At Midsumma 2024, Better Pride deepened its connection with the LGBTIQ+ community by hosting an information booth, offering valuable resources, and showcasing our services. We actively listened to community members’ experiences, reinforcing our commitment to ongoing support for LGBTIQ+ individuals.
This year also marks a major milestone with our Rainbow Tick Accreditation, earned after two years of dedicated effort. But our journey doesn’t end here. We remain focused on continually enhancing our staff’s knowledge and confidence in delivering inclusive, affirming services to ensure ongoing support for the LGBTIQ+ community.
Leading the conversation
Better Place Australia has participated in numerous conferences and expos, sharing insights and best practices in family support, ageing, and community care sectors. At the 2023 Annual Australian Gerontology Conference, we presented on topics including Elder Abuse in CALD communities.
We also attended the FRSA National Conference 2024, where we discussed our Supporting Children after Separation Program among other family relationship services. Additionally, at the 2024 AIFS Conference, we spoke on the issue of intervention orders in Elder Abuse.
Meet Kate Zizys, Gippsland Family Law Pathways Project Officer
The Family Law Pathways Network, an initiative by the Australian Government’s Attorney-General’s Department, has over 30 networks across Australia that help bridge the gap between the legal side of family law and community support services like family law experts, mediators and counsellors.
Each network is led by a pathway officer who provides training and networking opportunities that suit local needs in their region. One of these pathway officers is Better Place Australia’s Kate Zizys.
Kate heads up the Gippsland region where she organises training for family law and family support professionals, and raises awareness of this service among frontline workers and community advocates.
Soon after joining Better Place Australia, Kate secured funding from the Victorian Law Foundation to produce the Family Law Pathways Podcast, an invaluable resource for those navigating the family law system and services. The podcast’s success led to more funding for project work.
Kate recently secured funding from Gippsland Primary Health Service and FRRR to initiate an arts-based outreach project that involves promoting family law and family resource and support services through creative workshops, exhibitions and a forum.
Our Work – Case Studies
Family Dispute Resolution (FDR)
Bridging communication for co-parenting success
Part of successful co-parenting after a separation relies good communication and boundaries. The complications arise when new partners want a say and when parents clash over a parenting plan as seen in these two case study videos.
New partners sparked tension in communication
A separated couple turned to family mediation after their new partners became involved in their communication around co-parenting their three children. Our shuttle mediation process helped reduce their conflict and confusion while keeping them focused on making decisions that protected and prioritised their children.
Separating couple disagreed on parenting plan
An amicable separation threatened to go sideways when the parents couldn’t agree on a parenting plan. We led a shuttle mediation session that allowed them to individually voice their concerns and guided them through triggers and reflection until they eventually reached a parenting agreement.
Financial Counselling and Capability (FCC)
Overcoming debt and regaining financial freedom
Being in debt can be stressful no matter what your age. And the fear and shame that often come with that can make it feel like there’s no way out. These two videos show how two women turned to Better Place Australia for help overcoming their financial difficulties.
Older woman struggled with mortgage repayments
A medical condition forced a 65-year-old woman to reduce her working hours and the smaller paycheck meant she couldn’t pay her mortgage. She wanted to use her superannuation to pay the arrears and sought help from Better Place Australia when she was denied access due to her active employment.
Single mother saddled with unwanted car loan
A young mother was coerced into applying for a car loan by her partner who had bad credit. When they broke up, she was left with a loan she couldn’t afford and contacted Better Place Australia to help negotiate with the lenders on her behalf.
Respecting Elders Program
Restoring independence and family harmony
Many older people feel alone when dealing with family conflict, especially if they still want to maintain their relationship with their loved ones. These two videos tell the stories of two older women who felt powerless after being taken advantage of by their adult children.
Older person forced to live with adult child
An elderly lady had no choice but to live with her son and his extended family after an act of financial generosity went awry. As anger and tensions mounted at home, she contacted Better Place Australia and is now living in a Residential Aged Care Facility of her choice without severing family ties.
Adult children held sense of entitlement over mother
A mother’s spontaneous favour for one child ended up with her other children pressuring her to do the same for them in the name of equality. Better Place Australia stepped in to facilitate a family meeting which resulted in the children focusing on their mother’s needs instead of their sense of entitlement.
Supporting Children After Separation Program (SCASP)
Helping children navigate emotions after separation
Children often struggle emotionally to adjust to a separation. We worked with the separated parents of two teenagers who were dealing with anger, resentment, anxiety and low self-esteem. By helping the parents understand their children’s perspectives and supporting their needs, we were able to guide the whole family through this transition.
Children’s Contact Service (CCS)
Holding space for the rebuilding of family bonds
The Children’s Contact Service is a safe and neutral means for separated parents to meet and rebuild their relationship with their children. This is how Better Place Australia helped a father gain the family court’s approval to go from supervised visits with his daughter to unsupervised visits within the community.
Social Media and Web Presence
Accessible and inclusive support no matter where you are
In 2024, clients reached us through:
Online
Better Place Australia Website
62253
total visitors (6% increase)
49%
of them are from organic search
66.8%
of visitors are female
19.2%
decrease in visitors aged 35-44 are men
72.6%
increase in visitors came from referral traffic
43.5%
of visitors are using mobile
605%
increase in visitors making enquiry (click to call or enquiry submit)
65.9%
increase in people visiting the ‘Counselling and Psychology’ page
Top 3 service pages
Counselling
Mediation
Children’s Contact Service
Other most visited pages
Contact Us
Careers
Locations
Financial First Aid Website
The Financial First Aid website is designed to support individuals in financial distress by providing easy access to information and connecting them with financial counselling. Its up-to-date and practical resources help reduce anxiety, offering clients the guidance they need during tough times.
60002
Total sessions (202% increase)
51.2%
of visitors are women
25-34
most visitors are aged 25-34
Most visited pages
Urgent financial assistance
Family
Personal issues
Financial Statements
View our 2023–24 Financial Statements
We gratefully acknowledge the financial grants received
Funders
Commonwealth Government
Attorney General’s Department
Department of Social Service
Victorian Government
Department of Families, Fairness and Housing
Monash Health
Primary Health Networks
South Eastern Melbourne Primary Health Network
North Western Melbourne Primary Health Network
Western Victoria Primary Health Network
Philanthropic supporters
Gunn Family Foundation
Victorian Law Foundation
City of Kingston
Website
Referrals
Phone
Online chat
Social media