1. YARRA VALLEY WATER Supporting our Customers
Ciara Sterling - Head of Community Inclusion

2. THE HISTORY OF WATER We have a proud history in ensuring:
Our values align with that of the broader community
We support the health and wellbeing of our community members
We have done this through:
Giving our customers a voice
Responding to the needs they present
Developing and implementing initiatives that respond to and assist in the prevention of customer issues.

3. WHAT IS THE CURRENT SITUATION?

4. VULNERABILITY AND HARDSHIP
“Vulnerability happens to everybody and is part of normal life… and if we recognise what it is, then we can be supportive”
- Sue Fraser, Uniting Kildonan

5. VULNERABLE PYRAMID MODEL
Low
Managing
Increased capacity to pay on time through targeted campaigns
Budgeting
Risk and cost to the business
Minimise transition into long term hardship through targeted outreach programs
At Risk
Hardship
Prevent further accumulation of debt and provide additional targeted support through case management
High 1

6. WATER CARE PROGRAMS Case management Payment arrangements
Our position:
Assume people are telling the truth and work together
Trained respectful and effective conversations around:
Case management
Payment arrangements
Government assistance programs
Self harm & suicide management
Family violence
Referral pathways

7. Arrange and Save Compliance Rate
Drought
Price increases
2017
Of customers who transition out of hardship stay on track and do not bounce back
2007
Increased amount of customers
OUTCOMES
Behavioural change
Fewer referrals to debt collection agencies
Higher engagement levels
Positive return

8. THRIVING COMMUNITIES PARTNERSHIP
Our Mission
The Thriving Communities Partnership is a cross‐sector collaboration with the goal that everybody has fair access to the modern essential services they need to thrive in contemporary Australia: including utilities, financial services, telecommunications and transport.

9. Today
The Thriving Communities Partnership is a collaborative network of over 140 organisations across corporate, community and government sectors.
Leading this movement are our partner organisations who contribute capital, consulting services and intellectual property to toward our activities.

10. THANK YOU
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