Thriving Together
One Purpose, One Place.
Better Place Australia
Annual Report 2025
Section 1
Shared Purpose
Better Place Australia has a clear vision and purpose of empowering Australians towards resilience, well-being, and fulfilling futures.
CEO Message
Serge Sardo
Chief Executive Officer
Better Place Australia has had a year of remarkable progress and impact, with results that speak to both the strength of our people and the resilience of the communities we serve.
In a recent client satisfaction survey, an extraordinary 95% of clients said they received excellent service. At the same time, 82% of staff reported being actively engaged with the organisation – an increase on last year and well above sector benchmarks. It’s clear that the engagement and commitment of our employees directly shapes the experiences of our clients.
Behind these outcomes is a cultural transformation we call One Place, Better Place. Over the past year, we invested in leadership development across every unit to ensure a consistent and supportive leadership approach. These efforts have built stronger connections across sites and created a workplace culture where employees feel valued and supported.
This focus on culture has gone hand in hand with operational and strategic achievements. Better Place Australia recorded a record-breaking turnover this year, securing our long-term financial sustainability. Our renewed attention to processes and governance also ensured a smooth reaccreditation under the QIP program.
Just as importantly, our reputation in the sector continues to grow. The Centre for Better Relationships has been central to this, with research into coercive control, aged care experiences, and the voices of children in supervised contact. All this has positioned us as a respected contributor to national policy and sector conversations.
Our growing influence is evident in the forums where we now have a seat at the table. Better Place Australia is increasingly invited to join sector bodies, committees and roundtables that address family law, family violence and mental health. Leadership roles in peak bodies – such as my own six-year term on the Board of the Family Relationship Services Association, and the recent appointment of our own Executive Manager of Engagement and Growth, Graeme Westaway – further highlight the trust and recognition we have earned.
Yet, we are also keenly aware of the challenges ahead. Governments at all levels are grappling with long-term deficits and funding pressures will intensify. Our services are already at capacity with clients presenting more complex needs as rising costs of living affect quality of life across the community and increase the cases of family violence.
It is in this context that we launched our new five-year strategy in which we commit to service innovation, harnessing technology, enhancing the experience of both clients and employees, and delivering stronger social impact. It builds on our existing strengths while positioning us to meet the pressures of the future.
None of this would be possible without the people who support and shape Better Place Australia. Our funders make essential services accessible to the most vulnerable. Our Board offers its time, wisdom and guidance. And at the heart of it all are our employees, the highly professional and deeply committed people. Their work ensures our clients can move toward safer, more fulfilling lives.
Better Place Australia enters the next chapter with confidence, knowing that the culture we have built, the partnerships we have formed and the values we hold, will sustain us through challenges and opportunities alike.
Chair Foreword
Anne Goldsbrough, AM
Chair of the Board
Strategy Overview
Goals
Key Activities
5-Year Success Indicators
Create a meaningful and distinctive experience for clients and employees.
- Develop a governance culture with high standards
- Create an aligned and inclusive leadership culture
- Embed values within the workplace
Better Place Australia will cultivate a highly engaged workplace culture, characterised by low turnover and a reputation for an attractive employee value proposition.
Develop a service delivery model prioritising client experience, outcomes, and financial sustainability.
- Implement evidence-based frameworks
- Invest in new systems and technologies
- Prioritise professional development for practitioners
Better Place Australia provides accessible, effective, and compassionate care with highly skilled and supported practitioners.
Pursue funding and invest in innovative solutions for sustainable growth and greater social impact.
- Invest in social impact projects
- Pursue funding opportunities
- Strengthen partnerships to expand service portfolio and create growth opportunities
Better Place Australia will have a $20m+ annual turnover with a diversified portfolio of funded programs.
Grow our reputation as a respected and trusted provider, partner and sector influencer of social change.
- Develop strategies to influence policy
- Contribute to sector knowledge
- Enhance reputation and profile
Better Place Australia is well-regarded for influencing positive social change through advocacy and policy involvement.
Values
Our values – Creative, Caring, Thriving, Responsive, and Welcoming – are the touchstones of Better Place Australia. They guide our 2024-2029 strategy in how we champion bold ideas, lead with empathy and build inclusive spaces where every voice matters.
Among these values, Thriving has been at the forefront this year, reflected in our innovative services, insightful research, sustainable funding and influential advocacy. All this has strengthened our reputation as a leader in empowering Australians towards resilience, well-being, and fulfilling futures.
This value also shines bright within our workplace in our connections with each other, streamlined way of working and our mapping of a fully integrated client services system.
Together, our values ensure that Better Place Australia remains a welcoming and responsive organisation where our people, clients and communities can thrive.
Creative
Caring
Welcoming
Responsive
Thriving
Who We Support
Client Profile
Client numbers
10153
people seen in FY25
Demographics
41%
Male
58%
Female
1%
Gender Diverse
1%
Not Stated
Country of Birth
Of the 24% of clients not born in Australia, the most represented were from:
India, Italy, Sri Lanka, Greece, China, England & New Zealand
Client numbers
58%
not in labour force including unemployed
69%
on household income of less than $50,000
Households
24%
Sole Parent
19%
Single Person
16%
Couple
12%
Adult family
17%
Couple with dependants
20%
Group of unrelated adults
Presence of Family violence
39%
of Adult Clients
Governance
As a government-funded, not for profit organisation, the Better Place Australia Board and Management place great importance on ensuring strong governance is embedded in the everyday running of the organisation. Good governance ensures that the organisation’s resources are effectively used to produce high quality results for our stakeholders.
Governance structures include extensive policies and procedures, engagement of highly skilled Board members, Finance Risk and Audit Committee, People and Governance Committee, plus the Management Team conduct of Quality & Practice Committee, Research & Advocacy Committee and ongoing QIP accreditation monitoring.
The Better Place Australia Board are committed to fostering a strong governance culture from the top. In 2024/25, the Board engaged a consultant to undertake a review to ensure best practise in place. It was comforting that no major changes came out of this review and the recommendations were predominantly based on modernising artefacts. From this has led the updating of the Constitution and associated Board Charters.
The financial year also saw the undertaking of reaccreditation using the QIP framework (Quality, Innovation Performance Limited, a NFP organisation with 20 years’ experience in community service accreditation).
The Better Place Australia Board
Magistrate Anne Goldsbrough AM
Chair of the Board
Anne joined the board in November 2018. Anne is Chair of the Board and a member of the People and Governance Committee and the Finance, Risk and Audit Committee.
Judy Small AM
Director
Judy joined the Board in February 2023. Judy is a member of the People and Governance Committee.
Delia McIver
Director
Delia joined the Board in May 2017. Delia is Chair of the People and Governance Committee.
David Speyer
Director
David joined the Board in October 2014. David is a member of the Finance, Risk and Audit Committee.
Garry Button
Director and Treasurer
Garry joined the Board in March 2023. Garry is Chair of the Finance Risk and Audit Committee.
Adj Associate Professor Helen Cooper
Director
Helen was appointed to the Board of Better Place Australia in November 2024. Helen is a member of the Finance, Risk and Audit Committee.
Terri Smith
Director
Terri Joined the Board in November 2024. Terri is a member of the Finance, Risk and Audit Committee.
Dr. Joy Humphreys
Director
Joy joined the Board in November 2024. Joy is a member of the People and Governance Committee.
General Management & Executive Leadership Team
Serge Sardo
Chief Executive Officer (Retired 7 August 2025)
Serge has over 15 years of experience in the not-for-profit and government sectors. He is a registered psychologist with an MBA, and has expertise in preventative programs, social policy, and advocacy.
Kirstan Corben
Chief Executive Officer
Kirstan Corben, CEO of Better Place Australia since August 2025, brings over 20 years of leadership experience in health, community, sport, and government sectors. She is committed to equity, wellbeing, and community empowerment.
Graeme Westaway
Executive Manager – Engagement & Growth
Graeme, with a background in science, communication, and services development, leads Better Place Australia’s stakeholder engagement, digital presence and growth. He is passionate about ageism awareness, consumer access and self-determination for clients.
Olivia Darcy
Chief Financial Officer and Company Secretary
Olivia, a CPA with a background in accounting and investment banking, transitioned to the “for purpose” sector after working as CFO of a not-for-profit aged care facility. She joined Better Place Australia in 2022.
Craig Dennis
Chief Operating Officer
Craig Dennis, with over 20 years of IT experience, joined Better Place Australia in 2017. His expertise in business automation systems has helped develop new IT strategies.
Maurice Valle
Executive Manager People and Culture
Maurice, with extensive generalist HR experience across various industries, joined Better Place Australia in 2023. Maurice is driven by a relationship-based approach to engaging with staff and stakeholders.
Rhonda Withers
General Manager Elder Services
Rhonda, a Registered Nurse and Senior Healthcare Manager, has over 20 years of experience in aged care. She excels in quality assurance, service delivery, and strategic planning, and is passionate about providing exceptional services for older Australians.
Leanne Lewis
General Manager Mental Health Services
Leanne, a Social Work practitioner with experience in mental health and homelessness, is passionate about delivering high-quality, trauma-informed services. She currently serves as a Director at St Mary’s House of Welcome.
Kristen Poel
General Manager Mediation
Kristen Poel, a Social Worker and Family Dispute Resolution Practitioner, manages Better Place Australia’s Family Dispute Resolution services, focussing on separated families and children’s well-being.
Section 2
Growth and Impact
“Thriving Together” will show our collective progress, demonstrating Better Place Australia’s growth in both reputation raising, and tangible impacts for clients through innovative services, insightful research, sustainable funding, and influential advocacy.
Welcome to Our Services
Accessible Psychological Interventions and Mental Health Counselling
Short-term psychological intervention for clients with mild to moderate mental health issues, who cannot afford the gap fee of most private services.
Care Finder Program
A program that aims to connect and engage older people who have significant difficulty accessing aged care services and are at risk of ‘falling through the cracks’.
Children’s Contact Service (CCS)
Supervised visitation for separated families, as well as a supervised changeover service for parents with shared care of their child/children.
Better Pride Service
Support for the LGBTIQ+ community in counselling & mediation including donor agreements – a written agreement prior to conception and birth between the intended parent/s and their sperm donor, avoiding potential conflict and distress.
Elder Abuse Prevention Service
The prevention and/or response of any older person experiencing, or suspected of experiencing any form of Elder Abuse, as well as the assistance of older people in cases of family conflict.
Family and Relationship Services (FaRS)
Brief counselling services for Individual Adults/Young Adults and Children experiencing emotional distress due to a family/relationship issues.
Family Dispute Resolution (FDR) and Family Relationship Service (FRC)
The reduction of conflict between parents, resulting in less impact on children and less families accessing family courts to resolve parenting or financial disagreements.
Family Mental Health Support Service (FMHSS)
Early intervention through case management to children and young people and their families up to 18 years of age who have or are showing signs of mental ill health.
Financial Counselling and Capability (FCC)
Information, advocacy and support for people experiencing financial hardship, as well as assistance in areas such as budgeting and financial management.
Hospital Outreach Post-suicidal Engagement (HOPE) Program
Practical, non-clinical support following a suicide attempt or suicidal ideation, assisting individuals and their families by linking them with appropriate support services to help manage life’s challenges.
Intake and Customer Service
Customer Service answers calls coming into Better Place Australia and are therefore the first point of contact for existing clients, new clients, referrers and anyone calling Better Place Australia for any reason. Intake conducts initial screenings, assessments and risk assessments for all new clients coming into a service with Better Place Australia.
Residential Aged Care Facilities (RACF) Psychological Services Program
Short-term focused psychological therapy to residential aged care residents experiencing, or at risk of developing, mental health problems such as adjustment difficulties, depression, anxiety, risk of self-harm, and suicidal ideation.
Supporting Children After Separation Program (SCaSP)
Support for the wellbeing of children between the age of 5 and 18 years from separated or separating families who are experiencing issues with difficult family relationships.
Model of Care
Better Place Australia’s Model of Care brings together nearly 30 years of experience in supporting individuals and families across Victoria. The model is built on six elements underpinned by five key service principles.
The elements
Trauma-informed principles and evidence-based practice are at the core of our service delivery. We pursue partnerships and collaborations so clients receive integrated care instead of fragmented support. Our skilled staff uphold our values and commitment to service excellence so that every step of the client journey feels seamless and supportive.
The service principles
Our services are shaped by the client voice and lived experience while also being culturally safe, trauma informed, child safe and family violence safe. This commitment enables us to create spaces where people feel protected, respected and secure enough to explore their perspectives and experiences. And in prioritising our clients’ self-determination, we also empower them to make their own life choices.
Our Impact
Spotlight on family well-being at the 2025 FRSA conference
Our team proudly represented Better Place Australia at the Family & Relationship Services Australia (FRSA) National Conference in Sydney this year, where we showcased the vital family and relationship services we deliver across Victoria. It was an inspiring opportunity to share our work, exchange ideas, and learn from others shaping the future of family wellbeing.
Research That Drives Change
This year, the Centre for Better Relationships led several key research projects and submissions, deepening our understanding of family wellbeing, mental health, ageing, and safety.
Highlights included Evaluating HOPE: The Impact of a Suicide Prevention Program on Client Recovery, submitting a detailed response to the National Plan to End the Abuse and Mistreatment of Older People, and exploring older Victorians’ preferences for elder abuse support. The Centre also examined transitions into residential aged care and gathered practitioners’ insights on coercive control, ensuring that client experiences and practitioner perspectives continue to guide and strengthen our work.
Engaging, connecting and empowering through advocacy
In 2024, Better Place Australia was out and about to share knowledge and connect older people and the sector to promote safety, independence, and wellbeing. Our team presented at the 2024 Australian Elder Abuse Conference, exploring Intervention Orders and risks in residential care. In July 2024, we engaged attendees at the Geelong Aged Care Expo with practical tips on staying safe at home or in care.
We also delivered another ‘Your Life Your Choice’ workshop in Greek at the Moorabbin Greek Senior Citizens Club as part of World Elder Abuse Awareness Day 2024 , and joined the Your Home Your Choice Forum at Glen Eira Auditorium to celebrate ways older people can thrive independently in their own homes.
Amplifying voices across generations
Our Child Counselling team took the stage at the FRSA Child Inclusive Practice Forum in Canberra to present ‘Utilising Child Counsellors in Child-Informed Mediation: Learnings in Practice’ and share insights on how child counsellors can strengthen mediation outcomes for families.
Meanwhile, at the Elder Abuse Action Australia’s ‘Dignity in Action’ webinar, our team highlighted the importance of balancing safety with self-determination to show how social workers can respect older people’s voices while protecting them.
SEMPHN’s group therapy program empowers self-understanding
Launched in 2023, the South Eastern Melbourne Primary Health Network’s (SEMPHN) group therapy program supports adults experiencing mild anxiety or depression. This year the program was extended. Participants have shared that the sessions helped them better understand their mental health and the ways it affects their daily lives, giving them tools for greater self-awareness and wellbeing.
Building families with care through donor agreements
Better Pride’s newly developed Donor Agreement service supports LGBTIQ+ individuals and couples using a known donor to create a family. It reduces potential conflict by helping all parties clarify intentions, roles and care arrangements before conception.
Striving to provide great service
This year’s client satisfaction survey confirmed what we see every day – our services aren’t just meeting needs, they’re exceeding expectations and making a real difference in people’s lives.
Advocacy
Centre for Better Relationships
Centre for Better Relationships: Where evidence meets action
Supporting Children
Making services child-friendly
Supporting Older People
Standing up for older Australians
Better Place Australia Website
70000
Total Visitors
(12% Increase From This Time Last Year)
35000
Are From Organic Search
(4.06% Increase From This Time Last Year)
62%
% Increase in Visitors Came From Referral Traffic
15.4%
% Increase in Key Events (Enquiries, Click To Call, etc.)
Top 3 service pages
Counselling and Psychology
Mediation
Financial Counselling
Other most visited pages
Careers
Locations
About Us
Financial First Aid Website
Financial First Aid is a resource provided by Better Place Australia that connects people experiencing monetary hardship with resources and assistance to help assert financial independence. In 2025, the FFA website saw:
22207
Total Visitors
18113
Are From Organic Search
Most Popular Pages
Urgent Financial Assistance
Urgent Help
Family Personal Issues – Urgent Help
Centre for Better Relationships Website
The Centre for Better Relationships is the research and policy arm of Better Place Australia. Throughout 2025, they conducted crucial work that supported Better Place Australia’s services.
1694
Total Visitors
1292
Are From Organic Search
Most Popular Pages
Research
CBR Team
Research Area – Respect My Home Program
Social Media Campaigns
This year, we continued our social media efforts, advertising our services and celebrating our many achievements. As the numbers below demonstrate, we have achieved significant engagement, which has created more opportunities for people to discover our services.
1107418
Impressions
8936
Link Clicks
Most Popular Campaigns
Financial First Aid
77209
Reach
444771
Impressions
Supporting Children After Separation
74166
Reach
195797
Impressions
Elder Abuse Awareness
44235
Reach
92214
Impressions
Technology
To ensure ease of access for our clients, we have optimised our online presence for both desktop and mobile devices. The numbers below suggest that this has proven successful.
Desktop
66385
sessions
Mobile
39717
sessions
Section 3
Unity and Integration
Our People
Listening, learning and connecting with Pride
At Midsumma Carnival 2025, we invited LGBTQI+ community members to share what makes a better relationship. The top three responses from over 150 people were: open communication, embracing individuality and building relationships that honour personal values and identities. These insights go beyond traditional advice to celebrate inclusion and the diversity of connection within the community.
Since achieving Rainbow Tick accreditation in 2024, Better Place Australia has continued to strengthen inclusive and culturally safe practice across all programs. Guided by our LGBTIQ+ Working Group and Community Advisory Groups, we’re embedding inclusion into policies, staff training, and services such as the Better Pride website and Donor Planning Service.
Sharing knowledge, strengthening impact
Better Place Australia proudly shared its expertise at key national and regional conferences. At the Pacifica Congress Conference, we joined family law leaders from across the Pacific to exchange insights and innovative approaches for supporting children and families.
At the Family and Relationship Services Australia (FRSA) Conference, our team presented three sessions — Highlighting Children’s Voices: Evaluating a Children’s Contact Service, Sexual Assault and Intimate Partner Violence: How Does This Present for an Older Woman?, and Integrating & Empowering the Child’s Voice Into Separation — which sparked strong engagement and interest in our Child Counselling resources.
We also contributed to the FRSA Child Inclusive Practice forum, the Your Home Your Choice forum, and the Victoria Police Professional Development Day on Elder Abuse, continuing to strengthen collaboration and advocacy across the sector.
Conversations That Inspire Change
As part of our Lunchtime Learning Series, Better Place Australia hosted inspiring sessions that sparked reflection and growth across our teams.
During National Reconciliation Week, the RAP Working Group welcomed James Williams, a proud Wakka Wakka man, who shared personal stories and reflections on working together toward a more just and inclusive future. His session encouraged meaningful conversations about allyship, respect, and action.
The Centre for Better Relationships also led an engaging session unpacking findings from an internal survey on coercive control in practice. The discussion deepened understanding of this complex issue and informed how we continue to strengthen our professional development and client support.
Celebrating our people and prioritising their well-being
Each month, we take time to come together — to celebrate birthdays, acknowledge important awareness days like IDAHOBIT, NAIDOC Week, Mental Health Month, Ageism Awareness Day, and Refugee Week, and recognise the diverse and inclusive community we continue to build.
Supporting our team’s wellbeing remains at the heart of what we do. From annual flu shot reimbursements to our Employee Assistance Program, we’re committed to creating a healthy, supportive workplace where everyone feels valued and cared for.
Staff
Our 2025 Staff Engagement Survey showed that Better Place Australia is thriving, not only in our service delivery, but also in how workplace culture. Results across the three key measures of engagement, well-being and progress, results were higher than in the 2023 survey and consistently at or above sector benchmarks for Community and Advocacy Services.
Engagement levels reached 82%, reflecting the deep satisfaction and commitment of our staff to their roles and the organisation. Well-being came in at 73%, showing that most of our people feel emotionally supported in the workplace. Progress had a 79% rating, demonstrating confidence in Better Place Australia’s direction and performance as we continue to grow.
The comments behind these numbers speak volumes. Staff described their colleagues as “passionate, experienced and motivated by a genuine love for the work.” They highlighted the positive, collaborative environment where cross-functional teamwork is encouraged and valued, and they recognised Better Place Australia’s commitment to fostering a safe, empowering culture.
Many also spoke of the organisation’s strong advocacy for both clients and staff, and the sense of inclusivity and welcome that defines our workplaces.
These results show that Better Place Australia is more than a workplace, it’s a community. Within this community we have 21% of our staff coming from Culturally and Linguistically Diverse backgrounds. Our people are engaged, motivated and proud to contribute to meaningful change, and this collective spirit is central to how we’ll continue thriving together.
Case Study
Relationship Counselling
Finding clarity through connection
Mental Health Support for Families
Setting a family on a path of steady progress and hope
Respecting Elders Program
Restoring independence and family harmony
Family Dispute Resolution (FDR)
Finding common ground through FDR
Financial Counselling
Finding relief through financial advocacy
Elder Abuse
Paving a path to safety and renewal
Better Pride
From secrecy to self-respect in a hidden relationship
Financial Statements
View our 2024–25 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
Local Government – East Gippsland Shire Council
Primary Health Networks
South Eastern Melbourne Primary Health Network
North Western Melbourne Primary Health Network
Western Victoria Primary Health Network
Philanthropic supporters
Victorian Law Foundation
City of Kingston
AGL Loy Yang Community Support Fund
Social Media and Web Presence
At Better Place Australia, we pride ourselves on providing accessible and inclusive support, no matter where in Victoria you are. To that end, Better Place Australia continued to leverage various online platforms to extend our reach and further promote our services throughout 2025.
Throughout the year, clients reached us through:
Website
Referrals
Phone
Online chat
Social media