Project Description

Fast Facts


  • 951 total number of volunteers
  • 326 number of new volunteers in 15/16
  • 17 age of our youngest volunteer
  • 100 age of our oldest volunteer


BaptistCare workforce are female
Average age of a BaptistCare employee
BaptistCare managers are female
of our workforce born overseas

Highlights From The Year

The Future Of Learning

In April we launched an online learning management system, giving our 3600 staff access to high quality, self-paced and flexible eLearning resources. Seventy-eight eLearning modules covering much of our clinical and compliance needs, and 50 Aged Care Channel video programs, will complement tailored BaptistCare materials.

Our staff, and soon our volunteers, can access courses and content from their office, facility, home or any other location via a phone, tablet or computer.

Staff are automatically allocated mandatory training materials, while tests, quizzes and learning activities reduce manual administration and marking. Our organisation is now enjoying one system of education scheduling, eLearning delivery, course administration and reporting.

Achieving Gender Equality

We wholeheartedly agree with the Workplace Gender Equality Agency, who states that “taking steps to embed gender equality in Australian workplaces will have long-term benefits for individuals, organisations and wider society.”

This year we were again proud to receive confirmation of compliance with the Workplace Gender Equality Act 2012.

BaptistCare policies and working conditions promote and uphold gender equality, including supporting employees who are experiencing domestic violence and our approach to work life balance through flexible work arrangements.

We Turned Off Our Payslip Printer

In June, our PeopleCare Project introduced an integrated Human Resources Information System (HRIS) into BaptistCare, to replace our existing manual and paper based HR processes and documentation. The software being used is CI Anywhere.

All of our employees can now access their HR related information from any web-enabled device, anywhere at any time.

This includes viewing and updating their personal details; viewing, printing or saving their pay advices and payment summaries; applying for leave, and conducting their personal development plans and appraisals throughout the course of the year.

Coordinating The Love

Across BaptistCare we have almost 70 staff, who play a vital role as volunteer coordinators, helping to organise our nearly 1000-strong team of volunteers in addition to their existing roles. Our volunteer coordinators are responsible for recruiting, orientating, rostering and supporting our volunteers.

Without our volunteers, many of the additional activities for our customers, and assistance to our staff, would not happen, so our volunteer coordinators take very seriously their role in making the volunteer experience enjoyable and meaningful for all.

Our volunteers and volunteer coordinators have enthusiasm that knows no bounds, and we’re extremely grateful and thankful for their service, their skills and their commitment.

Working Safely

We consider the safety of our staff to be one of highest priorities, and we are continually working towards improvements to prevent injuries to our staff.

During the past year, we have implemented a new Work Health Safety Management System that is up to date with the latest legislation and practices.

We have also reduced the number of injuries that take place, and as a result, have been able to significantly reduce the cost of workers compensation insurance through a successful application for entry into the NSW Loss Prevention and Recovery insurance scheme.

Putting Our Customers First

With outstanding customer service at the heart of fulfilling our promise of providing Care you can trust, a team of 14 specially trained facilitators delivered 1031 hours of training to all BaptistCare staff in the largest roll out of customer service training in our organisation’s history.

The training was built around our behavioural expectations of Be friendly, Be curious, Be active and the skills of active listening, asking great questions and effectively handling complaints.
60% of our staff indicated that they felt the training had improved the way they personally engaged with customers and 40% were already specifically noticing improvements in their workplace because of the training.

In addition to the training, a customer service charter was designed and rolled out to all sites with clear and simple guidelines for our customer service approach, while an online learning module is also being developed to support ongoing training for current and new staff.

The Volunteer Pastoral Care Visitors Program

BaptistCare is reconnecting the community with our Volunteer Pastoral Care Visitors Program, which commenced in 2014, and has been providing emotional and spiritual support to seniors who receive support through our aged care services.

The volunteer program creates a platform where volunteers, who are active in their local church connect with BaptistCare clients who live within their community or who are in residential care. Volunteers complete a free interactive pastoral care course over eight weeks, which includes practical work alongside of our chaplains. The course provides vital skills for exploring issues of loss and grief, and discussing how experiences shape our lives, and how ageing changes our experiences.

This year alone we’ve trained 48 volunteers who are have visited 863 BaptistCare clients across Wagga Wagga, Macquarie Park, Narellan and North Sydney, with the program continuing to expand across NSW and the ACT in the coming year.

Creating Stronger Carers

BaptistCare’s Stronger Carers Peer Support program is lightening the load for people who are dealing with the life-changing role of caring for a loved one with dementia. Following the conclusion of government funding in June 2015, we’ve continued to run the program using the skills of trained volunteers across the Sydney basin, Blue Mountains and the Central Coast.

We’ve trained over 23 volunteer coaches, who are then matched with a carer in order to provide the support and experience that only a lived journey can bring. Over 50 carers have told us how great it is to have someone to talk to who truly understands what they are going through.

Our original program was also one of five finalists in the Team Innovation category of the 2015 HESTA Aged Care Awards, recognising those in the aged care sector who have made an exceptional contribution to improving the quality of life for older Australians.

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