ANNUAL
REPORT
2021
ANNUAL
REPORT
2021
35 years proudly supporting Gippsland Primary Producers & Small Businesses become more
PROFITABLE · RESILIENT · SUSTAINABLE
RFCS
PROGRAM
Rural Financial Counsellors and experienced Small Business Support Officers change lives of rural and regional business operators with independent personalised financial assistance – tailored to individual needs
HOW WE WORK WITH CLIENTS
navigate out of financial stress
Analyse Financial Position
Identify Viable Options
Develop plans to improve cash flow
Implement Changes & Improvements
Reduce Financial Risks
Access Industry Support & Programs
Help Achieve Long-Term Goals & Quality of Life
Identify Viable Options
Develop plans to improve cash flow
Implement Changes & Improvements
Reduce Financial Risks
Access Industry Support & Programs
Help Achieve Long-Term Goals & Quality of Life
CHAIR’S
MESSAGE
2020-21 has been a welcome change from previous years with farmers across Gippsland experiencing relatively good seasonal conditions, combined with solid commodity prices leading to improved trading conditions.
These positive conditions resulted in a reduction in our overall client numbers, which has enabled opportunity for more in-depth engagement with our clients and increased support for their recovery plans. We are pleased to return to more sustainable levels which has reduced counsellor fatigue and vicarious trauma associated with crisis work.
In contrast to the Rural sector, small businesses throughout our region have been under pressure, with many facing significant financial hardship caused by pandemic restrictions. Our small business support team have been working to ensure these businesses receive all the financial support needed, including assistance to those able to adapt and modify operations.
With businesses expected to take years to recover, our Board will continue advocating for funding to retain provision of specialised rural small business support beyond 2022.
Despite the challenging operating environment for the RFCS team due to COVID-19 restrictions we are proud to now provide personal wellbeing services for clients, which we have embedded in our service offering after a successful pilot during 2020-21.
I take this opportunity to formally thank the Commonwealth Government for awarding RFCS Gippsland renewed grant funding to continue providing a valuable community service for the next 3 years. It is a testament to the hard work of our team and management, focused on continuous improvement and community engagement - building on our 35 year legacy.
After nine years as a board member I will retire at this years AGM and would like to thank everyone I have worked with over that time. It has been a privilege to be able to support rural communities in Gippsland through RFCS. Also, I wish to acknowledge the retirement after nine years of long standing Treasurer Robin Lowe. Robins’ contribution and expertise provided to RFCS is to be commended.
STRATEGIC
OBJECTIVE
Continuously be industry leaders, improve services and enhance value to our community and clients
PERFORMANCE
Effectively engage and support clients to improve their financial outcomes
VALUE
Continuously raise awareness & be beneficial to our communities
GOVERNANCE
Implement effective systems & processes to monitor financial & operational compliance
PEOPLE
Develop supportive environment of shared experience with wellbeing a priority
Our sole focus is to be a valuable community service, achieving positive financial & wellbeing outcomes for our clients to ensure a secure financial future
Testimonials are sourced from 2020-21 client exit surveys
Our RFCS Councillor has taken so much of the stress away from us which has been probably our biggest factor
I can now make better, more informed decisions & manage debts better
Help with forms to get government assistance and what is available that could help us and talking to the bank about our debt and overall support
Getting a different point of view has helped. Also being told of grants available has been great
Business decisions are looked at a little more thoroughly. Finance management a more important aspect of the farm
Our Counsellor put our lives back on track will be forever grateful for his patience and plain speaking He was non-judgemental and empowering Thankyou Our Counsellor
It was good to brainstorm ideas and assurance that you were on the right path. Good to talk to someone when things we’re getting you down. To assist in getting grants and help when needed
I had no idea what was available to assist me until Counsellor helped. She steered me in the right direction, helped apply for Water Grants, etc. The funding was a great help!
Working with RFCS has benefited me, my family and my farm through the extended knowledge and experience that my own RFC provides. Working with my RFC opens and assists my thinking when off farm business' along with my everyday on-farm struggles become overwhelming. The most important thing to me is just having the presence of the RFCS, as a whole, alongside of me or behind me, so to speak, because it protects my farm, my family and myself from debt pressures - that is - the presence of RFCS allows more time to work things out, and not make rash business decisions - mostly in times of stress that may have detrimental effects on the three most important bodies within the agriculture industry - my farm, my family and myself
FUNDING
BODIES
RFCS Gippsland is a registered charitable non-profit organisation funded by Commonwealth and State Governments to ensure viable rural communities
2021-24 RFCS Program will be overseen by the National Recovery & Resilience Agency
along with State funding partners, Agriculture Victoria
COMMONWEALTH FUNDING AWARDED
2021 - 2024
As a non-profit registered charity, secured commonwealth funding until 2024 allows RFCS Gippsland to continue our focus on providing clients with a roadmap to an improved financial future, or a pathway and support to sustainably exit their business.
Additional funding was awarded during 2020 to continue small business support services in East Gippsland, previously initiated in February 2019 via funding from the Victorian Government to support drought regions
Additional funding was awarded during 2020 to continue small business support services in East Gippsland, previously initiated in February 2019 via funding from the Victorian Government to support drought regions
SERVICES
EXPANDED
Complimenting core delivery of RFCS, a dedicated Client Wellness program is now embedded to provide non-clinical support as a complete wrap-around service, ensuring sustainable improvements in both financial and personal wellbeing
know
CLIENT WELLBEING RESULTS
Actual results of a client over 6 Wellness Support Program sessions measuring their wellbeing status from 1 > 10 for each 5 wellbeing pillars:
No Data Found
Successful results of the pilot trial conducted during 2020-21 reassured Board & Management of the direct correlation between improving clients’ personal wellbeing and their ability to become more proactive in financial decision making during challenging circumstances
EXECUTIVE
MESSAGE
After many years of a high demand for our services with the region concurrently impacted by industry downturns, natural disasters, ongoing drought and now a pandemic, I am extremely pleased that this year we experienced a slight reduction in demand in the agricultural sector due to improved conditions, reducing the workload stressors on our dedicated team who are now enjoying the quality engagement with their clients to help them recover and improve their financial future - which is what they enjoy and do best.
I am immensely proud of the endurance, grit and resilience of both our team and their communities during these unprecedented times, and am hopeful for the relief that will allow our region to recover and prosper.
I whole-heartedly thank our team for their unwavering dedication to support and improve the lives of our clients and community.
Challenges and Achievements
Operating within COVID-19 restrictions has been both a challenge and an achievement as we were able to seamlessly continue operations – responding to client needs by converting from on-farm delivery to considerable phone and computer-based engagement. Although we will always preference on-site engagement, efficiencies identified during this time will remain and be embedded into our future client and community engagement strategies.
It also became an opportunity for our clients, many adverse to using technology, to learn and adapt to technology-based communications. This not only connected them with our and other service providers, but also facilitated connection to their wider family and community.
A highlight of the year has been leading the development of a Client Management System (CMS), becoming the standard program utilised by majority of RFCS providers nationally, and integrated with government reporting requirements. The CMS aims to create operational efficiencies and improve service delivery and client outcomes into the future.
SUCCESS
MEASURES
Client feedback & outcomes determine our success
CLIENT IMPROVEMENT
100%
SERVICE QUALITY
92%
CLIENT SATISFACTION
95%
Success measures from client responses of both an independent annual survey conducted by Federal Government as well as internal survey results of clients who completed the program
Counsellor service excellence and client satisfaction
% CLIENTS
RECOMMEND SERVICE
99.5%
WILL OR HAVE
RECOMMENDED SERVICE
RECOMMENDED SERVICE
% Excellence Counsellor Knowledge, Understanding & Service
No Data Found
% Satisfaction of clients engaged in the service
No Data Found
Results from surveys completed in 2020-2021 by clients exiting the service
KPI
REPORTING
Key Performance Indicators monitored by Federal Government program funders
% Client Activity Outcomes
Improved Understanding Relevant Business Planning Areas (KPI 1a)
92%
Improved Confidence in Making Business Decisions (KPI 1b)
92%
Implemented Business Strategies (KPI 3b)
100%
National survey results 2020-2021
Established Goals (KPI 2a)
79%
Clients Achieved Goals (KPI 3a)
52%
Developed Strategies (KPI 2b)
42%
Data results from government reporting system
Enhancement of Client Skills & Business Capabilities
% Improvement of client engaged in these activities
No Data Found
Survey results: clients exiting service during 2020-2021
CLIENT
PROFILE
The RFCS program assists a range of Primary Producers & Small Business located throughout South-East Victoria
2021 CLIENT INDUSTRY BREAKDOWN
% industry types
No Data Found
438
TOTAL
BUSINESSES
ASSISTED
BUSINESSES
ASSISTED
89 CUSTOMERS
349 CLIENTS
Small Business operators predominantly prefer to engage in transactional support
whilst majority of farmers opt to be clients for long-term planning assistance
whilst majority of farmers opt to be clients for long-term planning assistance
349
TOTAL
CLIENTS
2020-2021
CLIENTS
2020-2021
99 New & Returning
225 Finalised Service
Decrease in total client numbers due to internal process of exiting clients that only required transational support or were disengaged in the service over many years
TOTAL CLIENTS & TRANSACTIONAL CUSTOMERS 2020-21
Customers: receive short-term assistance with information & access to crisis and recovery support program Clients: receive a range of long-term planning & support services
No Data Found
FARM INDUSTRY BREAKDOWN - Historical
% industry demand 5 year trend Primary Producers
No Data Found
A return to Sustainable Levels
after continuous growth in demand, 2020-21 saw a reduction in clients numbers & counsellor/client ratios, allowing the team to predominantly focus on recovery activities with their clients
PRIMARY PRODUCER CLIENTS TOTAL - Historical
No Data Found
Decrease in new Client numbers (primary producers) predominently due to improved environmental & operational conditions, as well as limited direct engagement within community due to COVID-19 restrictions
Clients transition through 3 priority phases from Crisis support through to Planning & Recovery activities
Various activities and depths of service are undertaken within these phases for clients to achieve immediate & future financial relief
% ACTIVITIES BREAKDOWN
Percentage of phased activities undertaken per year
No Data Found
Clients engaged in increased recovery planning activities during 2020-21 from previous years response to multiple crises
FINANCIAL
SUMMARY
Execution of program funding is conducted with strong fiscal responsibility & governance
$1.913M
TOTAL
FUNDING
$928,578
Government Funding
$901,306
Special Funding
$83,315
Other Support
Government Funding
$901,306
Special Funding
$83,315
Other Support
Special Grant Funding is Government contingency in response to crisis providing additional resources to meet client demand
No Data Found
Significant funding was received in June 2020 contributing to higher funding recorded in previous financial year
$2.209M
TOTAL
EXPENDED
$808,180
Employment Expenses
$45,283
Board Directors
$1,123,439
Special Grants
$232,724
Other Costs
Employment Expenses
$45,283
Board Directors
$1,123,439
Special Grants
$232,724
Other Costs
No Data Found
Current year expenditure associated with funding received in previous year. Prior year surplus used to fund additional positions in 2020-21 supporting drought, bushfire & COVID impacted clients. Some unspent funding will be used to continue these positions until 31 December 2021
CLIENT
STORIES
Real stories of impact RFCS Gippsland have on clients’ lives… representing thousands of rural business clients over 35 years
RFCS
TEAM
Directed and operated by a team of qualified experts in finance, agriculture and small business with a passion for supporting Gippsland communities
THANK YOU
We sadly said goodbye to some of our team retiring from the service this year:
Megan Colahan and Wayne Jefferis
Their dedication and commitment to the growth of the organisation is greatly appreciated by the Team, Management and Board, who all share gratitude for their contributions and wish them well for their future
Their dedication and commitment to the growth of the organisation is greatly appreciated by the Team, Management and Board, who all share gratitude for their contributions and wish them well for their future
OUR BAIRNSDALE TEAM 2020
STAY
INFORMED
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