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Annual Report 2025

Organisation Details

Head Office

12 Edward Street Loxton South Australia 5333

Contact

Office: (08) 7547 9111

After hours: 0429 873 507

Email: admin@laas.com.au

Board of Management

Chairperson: Pam Davis

Deputy Chairperson: Cindy McDonald

Secretary: Karen Brown

Treasurer: Karen Brown & Pam Davis

Director: Sandra Mitchell

Public Officer: Karen Brown

Board Consultant: Claude Bruno

Board Support: Sharon Philp

About LAAS

For almost 40 years, Lifestyle Assistance and Accommodation Service (LAAS) inc. has delivered individualised disability support services and fought for the rights of people with disability, tearing down barriers so that everyone has the opportunity to participate in community and be a valued and contributing member of our society.

STRATEGIC PLAN 2022 - 2027

Governance Statement

At Lifestyle Assistance and Accommodation Service (LAAS), strong governance underpins everything we do.

Our Board of Management is responsible for the strategic direction, oversight, and accountability of the organisation. Through effective governance, we ensure that LAAS continues to meet its mission of delivering high-quality, participant-focused supports while maintaining financial sustainability and compliance with the NDIS Practice Standards, Incorporations Act 1985 (SA), and all relevant legislation.

The LAAS Board operates under the organisation’s Constitution and Governance Policy Framework, which defines roles, duties, and responsibilities of Board members. The Board is elected by members and meets regularly to review performance, assess risk, and monitor strategic priorities.

Each Board member is required to hold a current NDIS Worker Screening Check, sign a Code of Conduct and Confidentiality Agreement, and participate in ongoing governance training.

The Board delegates day-to-day operational management to the Chief Executive Officer, who is supported by a skilled and dedicated management team. The CEO is accountable for ensuring compliance, quality assurance, workforce management, and service delivery outcomes in alignment with the organisation’s strategic plan.

LAAS maintains transparent decision-making processes and open communication between governance and management. Regular Board meetings include:

Review of operational and financial performance

Workforce updates, incidents, and feedback trends

Quality and compliance monitoring

Risk management and audit outcomes

Policy review cycles

Continuous improvement initiatives

Board members are committed to ethical leadership, accountability, and integrity in all decision-making. They work collaboratively to ensure that LAAS continues to operate in the best interests of participants, staff, and the wider community

Governance and management share a strong commitment to continuous improvement and risk management. Regular internal and external audits provide assurance that LAAS meets or exceeds NDIS Practice Standards. The Board monitors compliance performance through reports on audit findings, incident trends, and quality improvement initiatives.

Strategic risks are identified, assessed, and reviewed through the organisation’s Risk Management Framework, with mitigation plans documented and regularly monitored. This approach ensures that LAAS remains resilient, responsive, and financially viable while delivering safe, high-quality services.

LAAS is committed to maintaining the highest standards of governance, transparency, and accountability. The Board continually reviews its performance, structure, and policies to ensure alignment with contemporary governance practices and sector expectations.

Through this commitment, LAAS remains a trusted service provider, guided by integrity, inclusion, and respect.

Chairpersons Report

I’d like to welcome you all to our 2025 Annual General Meeting (AGM). This occasion gives us a chance to reflect on the year that has passed, celebrate our achievements, share official reports, and discuss future possibilities. Importantly, it’s also a time for us to simply enjoy each other’s company and strengthen our sense of community. It is my pleasure to announce and celebrate the appointment of Shelly Knight, who has served as our General Manager since February last year, as our official Chief Executive Officer (CEO) for the next two years. Shelly has played a pivotal role in the organisation’s transformation over the past year, and we look forward to working alongside her as we develop our strategic and business plans for the coming two years.

Throughout the past year, we have experienced further changes within our administration team, with some staff moving on and others transitioning to new roles. I want to thank all departing employees for their valuable contributions and wish them every success in their future endeavours. In the upcoming year, we anticipate additional changes to better align our operations with the funding models of the NDIS and to maximise support for our clients and participants.

The NDIS continues to evolve, often rapidly, as it changes the services it supports and adjusts the way retained services are funded. We are fortunate to have a Management team that remains proactive and responsive, keeping abreast of these continuous changes and maintaining the high level of expertise we have come to trust and rely upon.

An example of this excellence was demonstrated during LAAS’s Recertification Audit, where the organisation achieved full recertification and was commended for their efforts in quality participant care.

As outlined in the financial reports, our Service recorded a yearly deficit of $136,393 for the financial year ending 2025. Although we have continued to experience losses in Supported Independent Living, this year’s deficit is notably less than the previous year’s figure of $383,418.

I would like to draw your attention to a key comment by our auditor, “We draw your attention to the Trading Statement which indicates a trading loss for the year of $136,393, furthermore the projected Income and Expenditure Statement for the following year indicates that the loss will be expected in the subsequent period. At the time of this report the organisation has reserves that will be adequate to cover these losses, however there is an indication that the organisation in its current model cannot sustain these losses for a period of time and as such the Going Concern Valuations cannot be relied upon in future reporting periods.”

“It is important to note that we currently have sufficient funds to continue delivering services to our clients/participants.”

Nevertheless, the LAAS Board is actively exploring options for growth, including collaboration with other community-based organisations and considering opportunities for partnerships or mergers.

Should any significant issues arise, the Board will convene a meeting of members to inform and discuss these matters, whether they are positive or negative.

Please remember that our team is here to support you. If you have any concerns, you are encouraged to reach out to someone in the admin team. Should they not have an immediate answer, they will either find the necessary information or have someone get in touch with you.

Sadly, our LAAS community has experienced another personal loss with the passing of Daniel Harris on 28th April.

“Dan is deeply missed every day, and his love for footy, golf, and all things sport remains a cherished memory. His humour, passion for music, and occasional wheelchair boogie brought joy to all who knew him.”

Dan, along with his brother Craig who passed away on 28th March 2016, had been with us since LAAS began. David and Denise, long-time and much-loved members of our community, continue to be valued participants in our gatherings and celebrations, and we hope to see them for many years to come.

Throughout the year, we have welcomed several new participants to our service, enhancing our ability to diversify and support individual programs. We look forward to continued growth and the opportunity to support more individuals in the future.

I am profoundly grateful for the unwavering commitment shown by the Board. My thanks go to Sandy Mitchell, Karen Brown, and Cindy McDonald.

“These dedicated individuals have given countless voluntary hours, often at short notice, to help guide the decision-making process and fulfil our governing responsibilities to the LAAS community.“

They have managed personal commitments and responsibilities, including caring for others and, for some, employment obligations, all while contributing to our collective success.

A special thank you is owed to Sharon Philp, our Board Support Officer, who manages Board documents and helps us remain compliant. Sharon continues to fulfil her duties remotely, attending meetings via Teams and phone, even when overseas. The availability of electronic data sharing and internet communication has enabled us to handle complex issues efficiently year after year.

Thank you to Claude Bruno, our long-serving consultant and mentor, for his remote assistance and willingness to attend meetings in Adelaide with me over the past year. A very special thank you also goes to Shelly Knight, our CEO, and her team for their dedication and hard work. Finally, heartfelt thanks to our support workers, who diligently and tirelessly assist our clients, now referred to as participants in alignment with NDIS terminology. Supporting our participants remains the core purpose of LAAS.

Pam Davis

Chair, LAAS Board of Management

CEO’s Report

This year has been one of both consolidation and achievement for Lifestyle Assistance and Accommodation Service (LAAS). It has been a year defined by resilience, efficiency, and a renewed focus on sustainability—while never losing sight of our core purpose: delivering highquality, person-centred supports to the people we serve.

This year, LAAS achieved full recertification under the NDIS Practice Standards, with auditors commending our strong clinical governance and medication management systems. Their feedback reflected the dedication of our staff and the quality of our services, with elements of best practice identified across multiple areas of operation. This outstanding result is a testament to the commitment, professionalism, and heart of our team.

The NDIS continues to be a tumultuous and rapidly evolving environment, marked by ongoing policy reviews, pricing uncertainty, and sector-wide reform. For both providers and participants, this landscape brings significant challenges — from shifting funding models to increasing administrative demands. Despite this, LAAS has remained steadfast and adaptive, focusing on what we can control: delivering quality supports, maintaining compliance, and ensuring financial sustainability. Through disciplined governance, a skilled management team, and a commitment to continuous improvement, we have positioned LAAS to navigate these changes with confidence.

“Our priority remains clear — to provide stability and assurance to our participants, families, and staff in an environment where certainty is often in short supply.”

Over the past 12 months, we have made significant progress in strengthening our financial position. While revenue decreased by 5.6% ($238,185), total expenses fell by 11.5% ($537,554), including a 23.9% reduction in operating expenses. This careful management has reduced our overall net loss for the 2024–25 financial year to ($136,393), compared to ($383,418) the previous year and a budgeted loss of ($225,555).

We also closed the year with cash reserves of $873,334, representing an improvement of more than $84,000 on the prior year. These results reflect our strategic effort to streamline operations, manage workforce costs, and restore LAAS to a position of long-term financial sustainability.

Recognition is extended to Mahayla Golding, whose exceptional work as Day Options Coordinator and Rostering Officer greatly enhanced the efficiency of our services. Mahayla’s innovative approach to rostering achieved a better balance between service quality and financial sustainability, while significantly reducing overtime expenses and strengthening collaboration with families, service providers, and allied health professionals.

Additionally, Marie Lyons, who departed early in the year after many years of valued contribution to LAAS.

We were pleased to welcome Sammy S as our Day Options Team Leader. Sammy has been instrumental in supporting both staff and participants, bringing energy, structure, and compassion to the program. Her leadership has further enhanced the quality and consistency of supports delivered through our Day Options service.

Most recently, we welcomed Paul Chandler into the role of Scheduling Officer, who is eager to support and further enhance LAAS’s operations.

The restructuring of our management team over the past year has created a leaner, more effective leadership structure that better reflects the size and needs of the organisation. This has resulted in greater clarity, stronger communication, and reduced overheads. We have also commenced the implementation of a new client management software system designed to integrate rostering, incident management, compliance monitoring, and billing. This initiative will replace multiple disconnected platforms, reducing administrative costs while improving accuracy, efficiency, and oversight.

I would like to sincerely thank our staff — both the management team and our Disability Support Workers, from the bottom of my heart for everything that you do - every single day.

“Our people are the foundation of LAAS — their dedication and compassion make everything possible.”

Our management team continues to go above and beyond, consistently demonstrating commitment, flexibility, and genuine care for both staff and participants. Their collective effort to strengthen governance, improve systems, and support our workforce has been pivotal in LAAS’s progress.

To our Disability Support Workers — you are the heart of LAAS. Every day, you deliver the hands-on support, companionship, and care that make a difference in the lives of the people we serve.

I extend my gratitude to the Board of Management for their continued faith in my leadership and their continued support throughout the year. My sincere thanks also go to Claude Bruno, our Board Consultant, for his professional support and sound strategic advice, which have been invaluable to both myself and the management team.

“Finally, I would like to thank our participants and families for their trust in LAAS. Your partnership and confidence in our team are the reason we continue to strive for excellence every day.”

As we move into the year ahead, our focus remains on stability, innovation, and continuous improvement. We will continue to explore opportunities to diversify our services, strengthen financial performance, and uphold the high standards of care that our participants deserve. LAAS stands on a strong foundation — built by the dedication of our people, the trust of our participants and families, and our shared commitment to a sustainable and inclusive future.

Shelly Knight Chief Executive Officer

Quality & Compliance

The Recertification and Quality Audit, conducted in December 2024 by Global-Mark, reaffirmed LAAS’s commitment to providing high-quality, participant-centred supports and maintaining excellence in governance, compliance, and continuous improvement.

The audit confirmed that our Quality Management System (QMS) is effective, proportionate to our size and scope, and fully aligned with the NDIS Practice Standards.

Auditors commended LAAS for its robust quality and governance frameworks, clear documentation, and strong culture of improvement. The review highlighted:

A well-maintained Quality Management System encompassing policies, procedures, and registers that ensure compliance, quality control, and continuous review.

Integration of risk management across all organisational planning to prevent harm, protect assets, and manage risks effectively.

A continuous improvement process that encourages feedback and suggestions from both participants and employees, supporting innovation and service excellence.

Evidence of improved operational performance, with significant reductions in incident volumes and strengthened clinical governance processes.

Evidenced best-practice relating to medication management and clinical governance

The auditors also noted LAAS’s commitment to communication, governance, teamwork, and participant dignity, reflecting a mature, values-driven approach to service delivery.

The success of this audit reflects the dedication of our staff and management team. Quality and compliance are embedded in everyday practice — from incident reporting and documentation to the proactive identification of improvement opportunities.

Each member of the LAAS team plays an active role in upholding our quality standards and ensuring our services remain safe, effective, and participant-focused.

Our staff’s professionalism, attention to detail, and willingness to adapt have positioned LAAS as a trusted and resilient NDIS provider.

This achievement demonstrates that quality at LAAS is not a one-off exercise. It is a shared commitment, sustained by the people who live our values every day.

LAAS Management Team

Collis Marrett Finance Manager

Shelly Knight CEO

Kelly Brown

Client Services Coordinator (vacant position) Day Programs Coordinator

Sammy S Day Options Team Leader

DSW’s (Day Options)

DSW’s (SIL & Community)

Bronwyn Smith

HR & Admin Coordinator

Jesse G

Makayla W Clinical Nurses

Kelly Leigh Admin Support

Paul Chandler Scheduling Officer

Our People

Shelly Knight, CEO: Shelly has been with LAAS for three years and brings more than a decade of experience across the disability, aged care, and community sectors. As CEO, she supports the team to deliver high-quality services, maintain strong governance and compliance, and ensure financial sustainability by aligning expenses with revenue. Over the past 12 months, she has led the organisation through its Recertification Audit against the NDIS Practice Standards, achieving outstanding results, including recognition of elements of best practice. Shelly is passionate about equal opportunity and ensuring that people of all abilities and backgrounds have the chance to develop and shine. Her leadership approach is collaborative and empowering. She values the contribution of every team member and is committed to providing them with the skills and opportunities to further their own careers.

Collis Marrett, Finance Manager: Collis works quietly behind the scenes to ensure finance and billing processes run smoothly. As a Councillor on the Berri Barmera Council, he is passionate about his community and committed to helping create positive, lasting outcomes for the people of the Riverland.

Bronwyn Smith, HR & Admin Coordinator: Bronwyn has been with LAAS for nearly five years, marking her first experience in the disability sector. In her role as HR & Admin Coordinator, Bron manages employee relations, coordinates staff training, and maintains accurate HR and administrative records. This year, her focus has been on strengthening a supportive workplace culture through open communication, peer support, and recognition of individual contributions — resulting in improved team morale and collaboration. Guided by values of integrity, empathy, and collaboration, she leads by empowering others with clear guidance, ongoing development, and genuine appreciation for their work.

Kelli Brown, Client Services Coordinator: Kelli supports LAAS teams to deliver high-quality care by maintaining clear communication between staff, clients, and families, ensuring documentation is accurate, and helping daily operations run smoothly. With several years of experience in the disability sector, she values being part of a team that makes a real difference in people’s lives. This year, her focus has been on strengthening communication and consistency across teams by streamlining incident reporting and behaviour support follow-ups. She has also developed thorough, individualised support plans for clients and ensured that staff have the tools and information they need to do their jobs effectively. “Through these improvements, we’ve made things clearer and more consistent for everyone involved. I’m passionate about supporting staff so they feel confident and valued in their roles. I believe when our teams feel supported, our clients receive the best care possible.”

Kelly Leigh, Admin Assistant: Kelly has worked with LAAS for five years, currently one day per week as an Admin Assistant, but previously four days per week providing HR and administrative support. Over the past year, Kelly’s key focus has been supporting the organisation’s governance by updating and maintaining policies, procedures, and forms and delivering consistency in LAAS’s brand across documentation.

Passionate about accuracy and detail, she takes pride in helping others develop their skills and confidence in using LAAS’s online systems.

Paul Chandler, Scheduling Officer: Paul is the newest member of the LAAS management team and is still finding his way around the organisation. He holds a Bachelor of Business, majoring in Finance, and brings a strong focus on systems, streamlining workflows, and maximising efficiency. Passionate about contributing to his community, Paul volunteers with several organisations across the Riverland and holds disability close to his heart.

From Firefighting to Disability Support - A Career Change from the Heart

At LAAS, we’re proud of the diverse backgrounds our team brings. Many staff come from completely different industries — drawn by a desire to make a real difference in people’s lives.

Sandy made that leap, moving from a career as a Security Officer and Firefighter into disability support with LAAS. Here’s what she had to say about her journey.

Sandy’s long history of volunteer work — supporting people with disability, assisting in domestic violence shelters, and helping those experiencing homelessness. This all shaped her belief that meaningful work comes from the heart.

When she could no longer continue firefighting, she knew it was time to follow her passion and move into a career where she could make a real impact on others’ lives.

“It’s not just a job to me — it’s so much more. I was made to do this type of work; this is my nature.”

She says the biggest difference between her old career and her new one is the sense of satisfaction she feels each day — knowing she’s making a difference to someone who simply wants to live independently, just like everyone else.

What Sandy enjoys most about her work is the interaction — encouraging participants to cook or do crafts together, having a chat, or watching a movie. “I want them to know they matter and that I choose to spend that time with them,” she says.

Her advice to anyone considering a similar change is heartfelt: “In this industry, we can make a difference. Something that might seem simple to us can be life-changing for our participants. There will be tough days, but at the end of the day, you’re making someone’s life more rewarding.”

7 Years of Dedication and Connection, a Staff Story

At LAAS, we are proud of our long-standing team members who have helped shape our organisation’s culture and success.

Sam Singh first joined LAAS as a student in January 2018, completing his Certificate III in Individual Support and Disability. After finishing his placement, he began working as a Disability Support Worker — a role he has proudly held for more than seven years.

Sam chose this career to give back to the country that gave him opportunity.

“I wanted to contribute to my community here in Australia — a country that has given me a great life and the chance to fulfil my dreams,” he says. For Sam, being a Disability Support Worker means helping participants achieve their personal goals, live healthy and comfortable lives, and enjoy the independence everyone deserves.

“When a participant achieves something new — even something small, I feel proud knowing we reached that goal together.”

Over the years, Sam has built strong, lasting relationships based on trust and honesty with participants and colleagues alike. He recalls one special memory of celebrating a participant’s birthday with their family — a moment he says he will always treasure.

Sam describes LAAS as a supportive, fair, and positive workplace. He values the open communication, inclusive culture, and recognition shown by management. “Working with LAAS is an honour,” he says. “Seeing the organisation grow and being part of that journey gives me great satisfaction.”

Participant Spotlight: Andrew

Contributed by Felicity, Support Worker

This year has been full of activity, laughter, and memorable moments for Andrew, who continues to enjoy getting out and about in the community and making the most of every opportunity.

This year, Andrew travelled to Murray Bridge for an overnight stay — a highlight of his year. He loved visiting the famous Bunyip and spending time shopping at the local plaza.

His accommodation overlooked the river, where he enjoyed watching ducks and boats go by. Andrew also took a walk to the local fish and chip shop, checking out the trucks along the way — one of his favourite things to do!

“It’s been a wonderful year filled with great experiences for Andrew, and we’re so proud to see how much joy he finds in the little things and the world around him.”

Back at home, Andrew has enjoyed plenty of arts and crafts, walks along the river, and trips to visit the baby Bunyip.

He especially loves outings to Yamba, where he listens for the rumble of trucks approaching and enthusiastically gives the arm signal to encourage the drivers to honk their horns.

Andrew also had a fantastic time attending both the Riverland Field Days and the Loxton Show, where he soaked up the fun and excitement of the events.

He got into the Halloween spirit by dressing up as Dracula, which was a hit with everyone who saw him!

One of Andrew’s favourite parts of the year has been spending time with his family, especially his beloved mum — sharing laughs, conversations, and plenty of smiles.

Participant Spotlight: Peter

Contributed by Aaron, Support Worker with feedback from Peter’s Sister

This year has been one of renewed independence, new experiences, and positive change for Peter. With the dedicated support of his LAAS team, he has been accessing the community more often — enjoying regular outings, shopping trips, and overnight adventures that have brought excitement and variety back into his life.

The highlight of Peter’s year was a night away in Mildura, where he went to the movies to see Wicked, complete with his favourite snacks. He described it as a wonderful experience — one he truly loved.

He also enjoyed a scenic day trip to Swan Reach, stopping for lunch and a quiet beer at the pub, as well as visits to the Renmark Bakery, Berri, and Renmark Plaza for shopping.

Another milestone was connecting with his community at the Riverland Field Day.

Peter has also been busy at home, purchasing a new laptop from Mildura, a freezer, and a new adjustable bed, all of which have made daily life more comfortable.

His new wheelchair, which allows the sides to raise and lower for easier transfers, has significantly improved his mobility and independence.

Over recent months, Peter has become noticeably more active and engaged — “back to more of what he used to be like,” according to his team.

Pete has been assisting with his meal preparation and becoming more engaged in his day to day life.

Peter has also expanded his circle of friends — adding Candy and Fleas to his extended “family” that already includes Samantha, Barney, Billy, Tammy 1, Tammy 2, Jack the puppet, and Tabs.

Peter’s progress has been supported through close collaboration between Peter’s LAAS support team, Client Services Coordinator Kelli, and his Support Coordinator, Behaviour Support Practitioner, and Occupational Therapist.

Together, they’ve worked hard behind the scenes to maximise the positive outcomes of his NDIS funding and ensure he has the equipment and supports he needs to thrive.

Peter’s sister shared heartfelt feedback, expressing her appreciation for the care and dedication shown by the LAAS team:

“Heartfelt thanks to everyone for the constant efforts in helping Peter become more active and settled in his day-to-day living. The staff are truly special people — the way they engage with Peter makes him think and laugh. This overnight stay in Mildura has been wonderful, and hopefully lifechanging — allowing him to move forward again and be the funny, happy, outgoing person he was years ago.”

It’s been an inspiring year for Peter — one that reflects both his determination and the teamwork, care, and compassion that define the LAAS approach to quality support.

The Future of Support

At LAAS, we’re proud to support the next generation of disability support workers through our school-based traineeship program.

Miley joined LAAS with a natural passion for helping others and a strong sense of purpose inspired by her family’s experience in the disability sector.

Growing up surrounded by both care providers and people receiving support, Miley witnessed first-hand the impact of quality, compassionate care. “Seeing how good support could completely change someone’s day, build their confidence, or make them feel valued really inspired me,” she says.

“Watching people I care about be supported with dignity and kindness made me want to be that person for someone else.”

Miley chose LAAS because of its strong reputation for inclusivity and community connection. “Whenever I heard people talk about LAAS, it was always positive — about their culture, their values, and the way they treat both participants and staff,” she explains. “It felt like the kind of organisation where people genuinely care.”

“You don’t need to know everything at the beginning — what matters most is being willing to learn, staying open-minded, and showing up with a positive attitude.”

Throughout her traineeship, Miley has learned the importance of listening, teamwork, and patience — skills that have helped her grow both personally and professionally. She says her favourite part of the job is building real connections with participants and seeing the difference her support can make in their day.

Since starting her traineeship, Miley’s confidence has flourished. “I’m much more comfortable now — I understand the routines better, communicate clearly, and feel capable stepping into my role without second-guessing myself,” she says.

Looking ahead, Miley hopes to continue her studies into nursing or speech pathology, with a focus on disability. Her goal is to build a long-term career where she can make a real impact on people’s lives — and she hopes that journey continues with LAAS.

Miley’s advice to anyone considering a traineeship or a career in disability support is simple but heartfelt: “Absolutely go for it. If you enjoy helping people or want a career that’s meaningful and rewarding, this is it. There will be challenges, but you’ll grow from them — and you’ll gain skills that you can use in every part of your life. Supporting people is one of the most fulfilling things you can do.”

If the future of disability support looks anything like Miley — grounded in care, curiosity, and heart — then we are all in good hands.

Life at LAAS: Moments That Matter

Remembering Daniel Harris

A devoted supporter of his beloved Adelaide Crows, Dan was always proudly sporting his team colours when he joined us at Day Options, sharing his passion and enthusiasm with everyone around him.

Affectionately known as “Dan the Man”, he had a gift for making people smile. His cheeky sense of humour, infectious smile and kind heart created countless special moments with both support workers and friends.

Dan had a way of brightening even the most ordinary of days.

We take comfort in knowing that Daniel is now at rest with his beloved brother, Craig.

“Daniel was a treasured member of our LAAS family who filled our community with laughter, warmth and genuine friendship.”