Annual review 2012/13

Transcription

1 Annual review 2012/13

2 Welcome to Cruse Bereavement Care s Annual Review. As well as all the facts and figures, there are real-life stories that demonstrate the positive impact Cruse has on people s lives. Our timeline feature gives a picture of just some of the work and fundraising activities that took place during The volunteers, staff and supporters featured here, plus countless others, have all contributed to a year which we hope provides strong roots for our strategic growth over the next five years. The Chair s report The past year has been a good one for Cruse Bereavement Care. We gave support to a record number of bereaved people; the work of our volunteers achieved visible recognition; our charity s income rose to its highest ever level; and we set our course for the immediate future through the publication of Our Strategy Face-to-face support remains the core of our work, helping bereaved people in one-to-one sessions or in groups. But increasingly we are able to respond to the needs of our clients by telephone and . Our National Helpline has been reorganised and more of our Bereavement Volunteers trained to respond to those who prefer to contact us for help in this way. There are exciting developments here, and the Early Intervention Project, funded by the Department of Health, creates a way of working which permits us to respond promptly to grief to prevent longer term complications. I am constantly amazed by the skill and commitment of our 5,800 volunteers. It was immensely satisfying that their dedication was recognised by the choice of Cruse as one of The Times Christmas charities for It is good too that increasingly, corporate employers are recognising the benefits that our work can bring to members of a workforce who suffer from a bereavement. Our charity s finances are in reasonable health. Our income reached 4.4million the highest ever but we still do not have sufficient resources to meet all needs. We completed our reorganisation into a structure of approximately 73 Areas within nine English Regions, Wales and Northern Ireland, making better use of our resources. This will enable us to provide the full range of our services to all bereaved people, wherever they may live. In this report you can read more about the activites of the past year, which all flow naturally from our Vision, that all bereaved people have somewhere to turn when someone dies. Nigel Tricker Chair

3 Message from the Chief Executive Bereaved people face a challenging and often desperate journey that can have a profound impact on their physical and mental health. The effect Cruse s support has on individual lives comes across strongly in feedback from s, Facebook and Twitter messages, client evaluation, outcomes measurement and external evaluation and research. These all highlight how vital our services are as the UK s leading provider of bereavement care. Turn the page to find some statistics and stories from those we have helped was an exceptionally busy year for Cruse. In this Annual Review we wanted to show you just how much work goes on behind the scenes to make our work possible. In putting a spotlight on the activities of one year, our timeline feature gives an idea of what a difference a year can make. But each year is only a small part of the journey we are undertaking. This year we also launched our new strategy, setting out a direction for Cruse over the five years from 2013 to We were delighted that over 1,000 volunteers and staff contributed comments on what they felt were the most important priorities. You can read more about the resulting ambitious strategic objectives and goals on the inside back page. Our timeline feature gives an idea of what a difference a year can make. When we were publishing Our Strategy we chose a picture for the front cover of Kirsty Holmes walking the Great Wall of China to raise funds for our work. We think it captures the challenge of the journey ahead. We are looking to the future, to a time when everyone has somewhere to turn when someone dies. With the ongoing support of our wonderful volunteers, staff, funders, supporters and former clients, that is what we will achieve. Debbie Kerslake Chief executive

4 The numbers... 28,292 We offered oneto-one support to 28,292 people, an increase of 4%*. There has been a 9.6% increase in clients from BME groups accessing Cruse Area services. Our team of volunteers took 5,881 calls. Our National Helpline is now open 46.5 hours a week, an increase of 24%. The telephone support offered by our Areas and Branches is up 36.9%. 5,910 73,754 47,345 Our RD4U website for children and young people had 73,754 hits. On average each user looked at over 13 pages. 5,614 We helped 5,614 children and young people faceto-face more than any other child bereavement charity in the UK. Our Areas and Branches gave information and advice to 47,345 people an increase of 20% on last year. 826 people attended one of our Cruse Foundation Courses for Bereavement Volunteers. 365 delegates attended our annual conference and 96% of those leaving feedback rated it as excellent or good. Over 300,000 people per year access the Cruse website. 300,000 We supported 5,910 people in groups. over 50% of referrals are from GPs. We trained 40 new National Helpline volunteers, and together the team put in 3,324 hours. In total our volunteers gave 576,513 hours, an increase of 10% on ,513 * compared to 2011/12 figures which were re-stated following a review of information

5 More than just numbers... Message left on Facebook Just to say, I have just had my last bereavement counselling session with Cruse and it s made a tremendous difference to my life. Words can t express how grateful I am for all the support I ve received. Tweet from Chair of Royal College of GPs What a wonderful charity Cruse is. They help so many of my patients and have for decades. Thanks. Young person comment from NI evaluation report They helped me when I had got really sad. She [the bereavement volunteer] found easier ways to talk to me, as I can be a shy person She helped me get through what I needed to. Message left on Facebook I just want to thank you for all your help over the past eight weeks. If it wasn t for your guidance I would still be struggling, the support I ve had has been incredible and if there is anyone out there wondering if Cruse can really help you they can. Message sent by A couple of members of your team gave me invaluable listening time when I lost [my parents] and I was in a bad place. This was over seven years ago so believe me when I say this charity s help and support make a long term impact. Message left on Facebook My parents died when I was pregnant with my little boy, and I couldn t grieve until he was born. I ve used [Cruse] twice in total, and will never forget the ladies that helped me. Now I ve decided to give something back, and have just begun work as [an] events co-ordinator. Conference feedback Well organised, interesting, good speakers and workshops thank you! Programme packed with variety and interest. Good to have opportunity to learn something new, meet colleagues and exchange views. Member of Cruse and Samaritans support group It s nice to know that you can express yourself whatever you re feeling and other people are like yeah, I get that, rather than that sounds quite dramatic, you should go to your GP. Message left on RD4U message board I think this website is very good because you get to see other people s experiences and sometimes realise yours are not always quite so bad and you realise more that you are not alone. I think this website can really help a lot of people. Message left on Facebook I don t know what I would have done without Cruse... I go to a meeting every Wednesday, met some great people... after we all go out for lunch have a drink too, they are great people. Helpline volunteer The training was terrific. It didn t prepare me to be fearless; it helped me to stop thinking about me and put the caller first. It prepared me to weather all the storms that bereavement can bring and stay with the person as they moved themselves to calmer waters.

6 Support for young people in Wales During 2012 six part-time Cruse officers began work across Wales to improve the support available to some of the 21,000 children and young people who have lost a parent or sibling. Cruse Cymru Children s & Young People s Programme has been funded by the Welsh Government s Palliative Care Board. Photo: Jacky Chapman Walk and remember Prime Minister David Cameron wrote to offer his support for our Footprints walks. I would like to acknowledge the immense contribution made by Cruse to the care of people at such a difficult time in their lives and thank all involved, in particular the volunteers, who give so much of their time and energy. These remembrance walks provide an important opportunity to remember loved ones, and also help Cruse raise funding to enable many more people to be supported through their bereavement in future. Diamond Jubilee Cruse was one of 12 charities chosen to attend the National Service celebrating our patron Her Majesty The Queen s Diamond Jubilee. Cruse Chair Nigel Tricker and Chief Executive Debbie Kerslake represented Cruse at the service of thanksgiving at St Paul s Cathedral. APRIL MAY JUNE On the road with Theresa May Home Secretary Theresa May joined Cruse Bereavement Volunteers and local Mayors in Berkshire at a roadshow for Dying Matters Awareness Week. The roadshows encouraged families to talk about their end-of-life wishes. Fundraising in style Shima Varsani held a fashion show to raise funds, following the vital support she received from Cruse in Dorset after losing her brother to bowel cancer.

7 Photo: Jacky Chapman Engaging with our volunteers Over 1,000 Cruse volunteers and staff took part in a consultation on Cruse s priorities. We wanted our new fiveyear strategy to reflect the views of volunteers and staff. Photo: Jacky Chapman A great adventure In September Kirsty Holmes set off to raise funds by walking along the Great Wall of China. Cruse provided support for Kirsty following the sudden death of her father. Campaigning for change The Government published its response to the consultation on bereavement benefits. Cruse is worried that families with children where a mother or father dies will be negatively affected by the proposed changes. The campaign is ongoing... The first Chief Coroner His Honour Judge Peter Thornton QC took up post. Cruse played an important part in the campaign to create this role. JULY AUGUST SEPTEMBER Conference The Cruse Annual Conference featured leading speakers from the bereavement world, alongside seminars, workshops and networking opportunities. Olympic volunteers Cruse was chosen to provide bereavement support for the Olympic and Paralympic Games. A team of 60 volunteers were on standby to provide support in the event of an incident at the Olympic venues across England and Wales.

8 Haydn The Creation Our gala performance of Haydn s The Creation featured conductor Nicholas Kraemer and musicians from Trinity Laban Conservatoire of Music and Dance. Volunteer connections Nearly thirty Young Cruse volunteers from all over Northern Ireland gathered for a Volunteer Connections Retreat. Volunteers worked with an art therapist to create a picture of the Young Cruse future where all bereaved young people are supported, and everyone in Northern Ireland knows about Young Cruse. Annual General Meeting At the Cruse Annual General Meeting Barbara Want spoke movingly about the support she received from Cruse following her husband s death, and Baroness Ilora Finlay of Llandaff raised some thought provoking issues relating to assisted dying. (below) Barbara Want with her sons, who lost their father in The Times Christmas appeal We were delighted to be chosen as one of the charities for The Times Christmas appeal. As well as raising valuable funds, the paper published ten articles telling the stories of a number of adults and children we ve helped, and featuring some of our volunteers. Beyond Words Cruse Northern Ireland and the Stroke Association launched Beyond Words, a project focusing on older people. We re developing a range of bereavement services for the over 60s, stroke survivors and their carers. It will also help those living in sheltered accommodation where there is a growing need to help bereaved people. OCTOBER NOVEMBER DECEMBER Partnership work Volunteers from Samaritans and Cruse Kensington and Chelsea have been working together to provide much-needed support groups for those bereaved by suicide. Following initial talks, Chief Executives of both organisations began meeting to develop a more formal partnership delivering a service for those affected by suicide, and increasing awareness of available suicide bereavement services. Remember at Christmas Families came together to remember those they had lost at the Northern Ireland Young Cruse Christmas Party.

9 Expanding the helpline We worked hard during to expand our telephone and support we trained 40 extra volunteers, and now offer extended hours three evenings a week. Our National Helpline was open over Christmas for the first time, continuing to support those who have lost a loved one over what can be a particularly difficult and painful time of year. Corporate partners Plumbing Trade Supplies (PTS) chose Cruse as one of two charity partners for PTS staff in 300 branches are working hard to raise awareness and funds for Cruse and Mind over two years. The partnership kicked off at the FA s national training centre at St George s Park, Burton where conference delegates raised over 4,000. Strategic Plan In March we launched our strategy for the next five years. Our ambitious goal is that by 2018 every Cruse Area will provide five core services: one-to-one support, group support, telephone and support, and services for children and young people. We have six strategic priorities which will help us support and advocate for bereaved people, and strengthen our community, our volunteers and our staff. You can read more about our strategic priorities later in this report and online at JANUARY FEBRUARY Early Intervention Project In January we launched our new DH-funded Early Intervention Project. The project provides swift assessment for bereaved people most at risk of developing prolonged grief disorder, followed by telephone or support.

10 Thanks to our fundraisers and supporters Best foot forward To provide our services to bereaved people we rely on the ongoing support of our many fundraisers, who contribute their time, skills, passion and commitment. Our fundraisers have been busy on their feet this year: taking part in everything from Footprints walks and 5K runs to half marathons. We know training can be very tough particularly during the winter months so we are very grateful to everyone putting on their trainers and walking boots to raise money for Cruse. Events galore Some of our supporters have also been busy organising local events, from football tournaments to concerts and fashion shows. Their hard work resulted in some fantastic events, including support from local football club Southend United. Giving back to Cruse Our fundraisers and supporters come from all walks of life, but many are those who have lost someone close to them and benefited from Cruse support. We greatly appreciate help from those who are able to give something back. Reaching new supporters Cruse services are free at the point of delivery, but we rely on donations, grants and trusts to fund our work. The Times 2012 Christmas appeal was a great opportunity for us to generate income, raise our profile, and reach out to many new supporters. We were also delighted this year to be chosen as charity of the year by Plumbing Trade Supplies (PTS), whose staff have been working hard to raise funds for Cruse. Thanks to all... The generous donors, individuals and organisations who support us year in and year out are crucial to our work. Last year we received very generous donations from Mr RD Clarke, Dr Hedley Clarke and Dr CM Parkes. We can t list everyone, but each and every donation is greatly appreciated thank you. Trusts and Foundations The Peacock Charitable Trust Adint Charitable Trust The Barbara Taunton Charitable Trust The Tanner Trust The Wogen Anniversary Trust Corporates The Times (Christmas appeal) SCS Limited Institute of Cemetery and Crematorium Management Capgemini Public sector Department of Health Ministry of Justice Primary Care Trusts/CCGs Local Health Trusts Local Authorities Big Lottery Wales Government Northern Ireland DHSSPS

11 Our strategic priorities for Our clients Our people Our charity Five in five Resources We will reach even more bereaved people We will strengthen our Cruse community We will improve the way bereaved people are treated Within five years every Cruse Area will offer five key services: To resource our strategy we will strive to develop: We will support bereaved people in helping themselves We will develop the skills of our volunteers and staff and enhance the support available to them We will develop our role as advocates for bereaved people one-to-one support group support support for children telephone support support a secure financial base effective people strong networks smart technology Cruse Bereavement Care Registered charity: A company limited by guarantee: (London) Registered office Unit 0.1, One Victoria Villas, Richmond, Surrey TW9 2GW Solicitors Russell-Cooke LLP 2 Putney Hill, London SW15 6AB Bankers Barclays Bank PLC Charities Team 27th Floor 1 Churchill Place, London E14 5HP Auditors MacIntyre Hudson LLP Chartered Accountants, Registered Auditors New Bridge Street House New Bridge Street London EC4V 6BJ Royal Patron Her Majesty The Queen Patrons Rt Hon the Baroness Bottomley of Nettlestone Rt Hon Mark Francois MP The Rt Rev Graham James, Lord Bishop of Norwich Baroness Kramer of Richmond Park Vincent Nichols, Archbishop of Westminster William Radice Sir Sigmund Sternberg Order of St John KCSG Gisela Stuart MP The Baroness Tonge Dame Jo Williams Members of Council Life President Dr Colin Murray Parkes OBE Chair Nigel Tricker Vice Chairs Irene Kelly BEM Bridget Ramsay Hon Treasurer Richard D Clarke Carol Bursey Diane Charles Ann Cryer Barbara Cullingworth Fiona Edwards Carroll Forth Simon Godfrey Richard Gogerty Valerie Miskimmon MBE Frances O Mahoney T Michael Pearson MBE David Pritchett Colin Robertson Pamela Rutter Janet Salter Malcolm Shorney Joan Towle MBE = Executive Committee member Committee chairs Executive Committee Nigel Tricker Client Services Committee Frances O Mahoney Conference Planning Committee Simon Godfrey Organisational Development Committee T Michael Pearson MBE Training Committee Malcolm Shorney Directorate team Chief Executive Debbie Kerslake Director of Services Jim Glennon Director of Finance and Administration and Company Secretary James McCormack Director, Cruse Cymru Janette Bourne Director, Cruse Northern Ireland Anne Townsend Published by Cruse Bereavement Care Designed by Phipps Design. Printed by Newnorth Print Ltd, Bedford.

12 Cruse Bereavement Care PO Box 800 Richmond Surrey TW9 1RG Telephone: Cruse England Cruse Cymru Cruse Northern Ireland Cruse Bereavement Care is the leading national charity providing bereavement support services in England, Wales and Northern Ireland. We offer support, advice and information to children, young people and adults when someone dies and work to enhance society s care of bereaved people. Cruse offers face-to-face, telephone, and website support. We have a National Helpline and local services throughout England, Wales and Northern Ireland, and a website and freephone helpline specifically for children and young people. Our services are provided by trained volunteers and are confidential and free. To donate to Cruse and support our vital work, please visit our website You can find Cruse online at Our national support service is helpline@cruse.org.uk Our National Helpline number is Cruse s children and young people s website is at The Cruse young people s freephone helpline number is