ANNUAL REPORT 2019 – 2020

Chair & CEO’s Message

In a year of huge change impacting all members and workplaces, we have witnessed the financial services industry, the mental health community, and the Australian population at large, coming together to extend support, check in with each other, and shine a light on mental health, like never before.

Our own research has seen mental health conditions in the Australian working population rise by nine percentage points in the last 12 months.

Hearteningly, workplaces are really stepping up to support the mental health of their workers, and SuperFriend has received record demands for our mental health and wellbeing training. The majority, being delivered to our Partners and the financial services sector.

To meet this growing demand, SuperFriend has pivoted its business operating model to being largely virtual in the delivery of initiatives and Partner engagement. Although this is the experience of a huge number of workplaces, we have successfully achieved this rapid transition due to the exceptional talent and dedication of the SuperFriend team.

There have been many silver linings in amongst the challenges. This report will share with you the organisation’s results for 2019-2020.

At SuperFriend, we are determined to harness this growing momentum around mental health, wellbeing, and stigma reducing conversation, and drive positive action in workplaces across Australia, to benefit members and the economy.

Easy and accessible initiatives for Partners and their members

With many of our Partners’ staff and members working on the frontline throughout COVID-19, we were delighted to provide our Mental Health and Wellbeing Training solutions through our new online learning platform, MySuperFriend. MySuperFriend is a huge extension of our digital capacity, uplifting the value and impact SuperFriend can deliver, and reimagining our existing content for ease of use and accessibility.

Workers everywhere can now access these resources on demand to learn critical skills for improving their own and their colleagues’ mental health and wellbeing, as well as skills for providing targeted support to vulnerable customers.

We also co-designed digital toolkits in response to the Australian bushfires and the COVID-19 pandemic with our Partners to provide practical, timely information and support during two particularly challenging periods for their staff and members. Resources included Looking After Yourself, a free self-check-in and action planning tool to help users manage and enhance their mental health and wellbeing.

Growing Partnerships

SuperFriend now has 34 financial and insurance services Partners committed to seeking industry best practice mental health and wellbeing solutions and outcomes for their staff and members, who make up more than half of Australia’s working population.

Strategy 2021

At the beginning of this financial year, SuperFriend’s 2021 Strategy commenced, with implementation continuing. Progress made during year one of this new strategy is being reported in this annual report, alongside the financial results during this time.

Board and Expert Advisory Committee movements

During the year, we had some personnel movement on the Board. SuperFriend wishes to take this opportunity to acknowledge the valuable contribution and hard work of Paul Schroder, during his Directorship since 2010. Paul was instrumental in the ongoing evolution, growth and success of SuperFriend over the last ten years. The Board also farewelled Craig Stevens, who had joined the Board in May 2018. Craig’s contribution and unwavering support of SuperFriend and our work was deeply appreciated and of great value.

Pleasingly, we welcomed new Director Rose Kerlin, Group Executive, Membership, AustralianSuper, who brings a wealth of expertise through her extensive background in member-focused financial services roles.

This year, our Program Committee evolved to become an Expert Advisory Committee, enabling a collective of external advisors to be involved in the development of new solutions and market opportunities for SuperFriend. The purpose of the Expert Advisory Committee is to assist the Board in its oversight of innovative solutions and initiatives.

With the transition to the Expert Advisory Committee, SuperFriend farewelled Joanne Warner (Carer and Consumer Representative), Geoff Brooks (Fund Representative, Equip), Jenny Oliver (Insurer Representative, TAL) and Mark Davis (Lived-experience Representative). We were extremely fortunate to have their expertise and exceptional counsel in their respective tenures on the Committee and guiding our work.

We warmly welcomed Maria Falas, Head of Mental Health and Wellness, Zurich and OnePath, and Chris Deakin, Executive Manager, Distribution, LUCRF Super, to the Committee. Chris’ and Maria’s wealth of experience spans more than 28 and 20 years in financial services, respectively.

Thank you

We sincerely thank the SuperFriend Board, Committee and team for their hard work and dedication to progressing SuperFriend’s vision in the last year, particularly as they navigated the challenges that have come with COVID-19.

We are also sincerely thankful to all our Partners – whose dedication to the mental health of their staff, members and their workplaces are the very reason SuperFriend exists. Together we are providing solutions, advocacy and insights to Australian workplaces and workers every day. We look forward to continuing to work together in 2020-21 towards our shared vision.

In reporting our 2019-2020 Annual Report, we’d like to acknowledge those with a lived experience of mental illness or suicide, and those who support their loved ones and colleagues. SuperFriend acknowledges the Aboriginal and Torres Strait Islander peoples as the first inhabitants of the lands where we live and work. We have great respect for their continuing custodianship of and connection to land, waters and culture.

David Atkin
Chair Board of Directors, SuperFriend
CEO, Cbus

Margo Lydon
Chief Executive Officer, SuperFriend

CEO & Chair’s Message

In a year of huge change impacting all members and workplaces, we have witnessed the financial services industry, the mental health community, and the Australian population at large, coming together to extend support, check in with each other, and shine a light on mental health, like never before.

Our own research has seen mental health conditions in the Australian working population rise by nine percentage points in the last 12 months.

Hearteningly, workplaces are really stepping up to support the mental health of their workers, and SuperFriend has received record demands for our mental health and wellbeing training. The majority, being delivered to our Partners and the financial services sector.

To meet this growing demand, SuperFriend has pivoted its business operating model to being largely virtual in the delivery of initiatives and Partner engagement. Although this is the experience of a huge number of workplaces, we have successfully achieved this rapid transition due to the exceptional talent and dedication of the SuperFriend team.

There have been many silver linings in amongst the challenges. This report will share with you the organisation’s results for 2019-2020.

At SuperFriend, we are determined to harness this growing momentum around mental health, wellbeing, and stigma reducing conversation, and drive positive action in workplaces across Australia, to benefit members and the economy.

Easy and accessible initiatives for Partners and their members

With many of our Partners’ staff and members working on the frontline throughout COVID-19, we were delighted to provide our Mental Health and Wellbeing Training solutions through our new online learning platform, MySuperFriend. MySuperFriend is a huge extension of our digital capacity, uplifting the value and impact SuperFriend can deliver, and reimagining our existing content for ease of use and accessibility.

Workers everywhere can now access these resources on demand to learn critical skills for improving their own and their colleagues’ mental health and wellbeing, as well as skills for providing targeted support to vulnerable customers.

We also co-designed digital toolkits in response to the Australian bushfires and the COVID-19 pandemic with our Partners to provide practical, timely information and support during two particularly challenging periods for their staff and members. Resources included Looking After Yourself, a free self-check-in and action planning tool to help users manage and enhance their mental health and wellbeing.

Growing Partnerships

SuperFriend now has 34 financial and insurance services Partners committed to seeking industry best practice mental health and wellbeing solutions and outcomes for their staff and members, who make up more than half of Australia’s working population.

Strategy 2021

At the beginning of this financial year, SuperFriend’s 2021 Strategy commenced, with implementation continuing. Progress made during year one of this new strategy is being reported in this annual report, alongside the financial results during this time.

Board and Expert Advisory Committee movements

During the year, we had some personnel movement on the Board. SuperFriend wishes to take this opportunity to acknowledge the valuable contribution and hard work of Paul Schroder, during his Directorship since 2010. Paul was instrumental in the ongoing evolution, growth and success of SuperFriend over the last ten years. The Board also farewelled Craig Stevens, who had joined the Board in May 2018. Craig’s contribution and unwavering support of SuperFriend and our work was deeply appreciated and of great value.

Pleasingly, we welcomed new Director Rose Kerlin, Group Executive, Membership, AustralianSuper, who brings a wealth of expertise through her extensive background in member-focused financial services roles.

This year, our Program Committee evolved to become an Expert Advisory Committee, enabling a collective of external advisors to be involved in the development of new solutions and market opportunities for SuperFriend. The purpose of the Expert Advisory Committee is to assist the Board in its oversight of innovative solutions and initiatives.

With the transition to the Expert Advisory Committee, SuperFriend farewelled Joanne Warner (Carer and Consumer Representative), Geoff Brooks (Fund Representative, Equip), Jenny Oliver (Insurer Representative, TAL) and Mark Davis (Lived-experience Representative). We were extremely fortunate to have their expertise and exceptional counsel in their respective tenures on the Committee and guiding our work.

We warmly welcomed Maria Falas, Head of Mental Health and Wellness, Zurich and OnePath, and Chris Deakin, Executive Manager, Distribution, LUCRF Super, to the Committee. Chris’ and Maria’s wealth of experience spans more than 28 and 20 years in financial services, respectively.

Thank you

We sincerely thank the SuperFriend Board, Committee and team for their hard work and dedication to progressing SuperFriend’s vision in the last year, particularly as they navigated the challenges that have come with COVID-19.

We are also sincerely thankful to all our Partners – whose dedication to the mental health of their staff, members and their workplaces are the very reason SuperFriend exists. Together we are providing solutions, advocacy and insights to Australian workplaces and workers every day. We look forward to continuing to work together in 2020-21 towards our shared vision.

In reporting our 2019-2020 Annual Report, we’d like to acknowledge those with a lived experience of mental illness or suicide, and those who support their loved ones and colleagues. SuperFriend acknowledges the Aboriginal and Torres Strait Islander peoples as the first inhabitants of the lands where we live and work. We have great respect for their continuing custodianship of and connection to land, waters and culture.

David Atkin
Chair Board of Directors, SuperFriend
CEO, Cbus

Margo Lydon
Chief Executive Officer, SuperFriend

Board & Committee Members

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Our Reach & Impact 2019-20

Highlights 2019-20

Solutions

Pivot to virtual delivery and engagement
Wellbeing on Call: Creating thriving contact centres
Supporting our Partners’ members through bushfires and COVID-19
Raising awareness of mental health in the media

Advocacy

Insights

Advocating for positive workplace mental health and wellbeing through our strategic alliances
Thought leadership in the Financial Services and Mental Health industries
Behind the scenes in Australian life insurance claims management white paper
2019 Indicators of a Thriving Workplace National Survey Report

What are people saying about SuperFriend?

“We have seen a positive impact since staff undertook SuperFriend’s training. People have started to connect. There’s been a shift towards a psychologically safe workplace culture – people understand that health and wellbeing is something that we are serious about. That’s it OK to ask for help and the importance of looking out for others.”

— Lisa D’Andrea, HR Manager, Hansen Yuncken

“Over 1000 of our members have attended the Retiring Well program. Previously, people didn’t give much consideration to the psychological aspects of retirement but this program gets people talking about it in their workplace and at home. It is really worthwhile. The feedback from members is always really positive: attendees talk about how interesting it was and that it’s great to see we’re not just looking at the financial side of retirement.”

— Josephine Casabene, Client Management Officer, Equip

“SuperFriend supported our specific training needs and objectives. They were really keen to understand our business, and were absolutely fantastic to work with – very supportive and engaging.”

— Lisa D’Andrea, HR Manager, Hansen Yuncken

Our Partners

Together with our Superannuation Partners and Life Insurance Partners, SuperFriend works towards an Australia where all workplaces are mentally healthy. We could not do our valuable work without their partnership or commitment to positive workplace mental health and wellbeing.

Financial Report

Key Project Investments in 2019-20

Initial set up and development costs of transitioning to new MySuperFriend Learning Management System, allowing us to virtually deliver our mental health and wellbeing Solutions.

$42,000

Includes Mental Health and Wellbeing Training Solutions delivery from external providers. In 2019-20, we significantly increased our internal capacity to design and deliver our own Solutions.

$138,000

Over 10,000+ Australian workers across a range of industries, locations and role types were surveyed about the current state of mental health in their workplace for the 2019 Indicators of a Thriving Workplace Survey. The report produced rich insights from a representative sample of Australia's workforce.

$74,000

Wellbeing on Call project: $227,000

Funded through WorkSafe’s WorkWell Mental Health Improvement Fund, for Wellbeing on Call: Creating Thriving Contact Centres.

Mentally Healthy Workplace Alliance and National Workplace Initiative: $157,000

Through our involvement with the Mentally Healthy Workplace Alliance (MHWA), SuperFriend is working with the National Mental Health Commission (NMHC) on the National Workplace Initiative (NWI).

SuperFriend plays a leading role in this key national initiative and through financial year 2019-20, supported the NWI’s planning phase. The grant funded roles for MHWA project work, including a Project Manager and Mentally Healthy Workplace Alliance Coordinator working within SuperFriend’s Melbourne office and supported by the SuperFriend team and infrastructure.

By supporting the MHWA and the NWI, SuperFriend influence positive system-wide change to benefit all Australian workplaces.

$384,000

$638,000

Full financial report