OUR STRATEGIC MAP 2020-25
And how we delivered on those…
This annual report reflects progress against the pillars of our 2020 – 2025 Strategic Plan and marks the final report aligned to this plan, as next year we will transition to reporting against our new strategic framework.
1
THOSE WE SUPPORT
Ensuring we place those we support, and those who support them, at the centre of our service delivery.
2
OUR SUSTAINABILITY
Achieving long-term financial sustainability through strategic growth of innovative, value for money services.
3
OUR QUALITY
Embracing our commitment to a quality, risk free, & safe environment for all.
4
OUR WORKFORCE
Investing in team members who embody our values to foster a collaborative culture of excellence.
5
OUR COMMUNITIES
Engaging to create meaningful connections based on trust and
respect.
Camp Connect 2024 – Building confidence and connection
In December 2024, Camp Connect brought together 15 young people aged 16–25 for three days of growth, learning, and connection at Apex Camps, Twin Waters. Organised by headspace Gympie and headspace Maroochydore, and supported by Country to Coast, QLD through the Australian Government’s PHN program, the camp created a safe and inclusive space to strengthen wellbeing and community ties.
Participants engaged in outdoor activities such as archery, canoeing, team-building, and mid-ropes challenges. These sessions encouraged teamwork, built confidence, and gave young people the chance to enjoy nature while developing new skills. Alongside the fun, workshops on mental health, cultural learning, and leadership provided valuable tools to support everyday life.
One attendee reflected, “I really enjoyed learning about culture, making connections, and getting ideas about psychological wellbeing and cultural workshops.”
A highlight of the camp was the Red Cross EmergencyRedi workshop, which equipped participants with practical knowledge to prepare for and respond to natural disasters. By focusing on resilience and readiness, it empowered young people to support themselves and their communities in times of crisis.
Camp Connect 2024 demonstrated the power of bringing young people together to build confidence, share experiences, and strengthen community connection, fostering resilience that extends well beyond the camp itself.
One thing I really enjoyed about Camp Connect was learning about culture, making connections, and doing activities… I got ideas about psychological wellbeing, exercise activities that are connection based, and cultural workshops.
Youth Engagement Committee
member, headspace Gympie
Innovation, connection, and community
For us, supporting people means meeting them where they are and finding new ways to connect. This year, we strengthened our partnership with the University of New South Wales (UNSW) and Movember to bring an upgraded mobile version of the Edge of the Present VR Experience into the community. As part of our integrated Mental Health Month campaign, we facilitated a weeklong activation at Sunshine Plaza, inviting young people and families to try the VR tool in a safe, inclusive space.
The initiative demonstrated the power of innovation in mental health support. For young people, it offered a fun, low-pressure way to explore wellbeing and access supports. For UNSW, it was an opportunity to showcase research applied in real-world settings. And for the community, it raised awareness, reduced stigma, and encouraged open conversations about mental health. To add a personal touch, every participant received a Zarraffa’s Coffee voucher, small gestures that reinforced connection and care.
Importantly, this campaign raised funds and awareness for our YouConnect Hub, a youthdesigned space at headspace Maroochydore. The YouConnect Hub is a place where young people aged 12–25 can feel safe, supported, and empowered. With programs like Crafternoon, Art and Music therapy, Mindfulness & Meditation, walking groups, and Dungeons & Dragons nights, YouConnect Hub helps foster resilience, creativity, and meaningful peer connections. Free community events, such as movie nights, provide opportunities for inclusion and belonging — ensuring no one feels alone.
Backed by the generosity of our partners, the YouConnect Hub continues to thrive. Together, we’re creating vibrant, youth-led spaces where wellbeing is supported, connection is celebrated, and community is strengthened.
Future-proofing through digital investment
In 2024–2025, Youturn reinforced its commitment to long-term sustainability with a $1 million digital investment over three years to modernise systems, strengthen service delivery, and safeguard sensitive data. This bold initiative reflects Youturn’s evolution as a modern, responsive community organisation and ensures we remain resilient in an environment of growing service demand and increasing compliance expectations.
Developed in partnership with Australian provider Global Health, the new digital platforms will replace legacy systems and support more than 300 staff across our programs and services. By streamlining case management, enabling secure communication, and improving access to realtime information, the transformation will reduce administrative burden and allow staff to focus more on meaningful connections with the people they support.
At its heart, this investment is about trust and integrity. With cybercrime and privacy breaches posing significant risks, the overhaul prioritises robust data protection and safeguards for those who turn to Youturn during life’s most challenging moments.
By investing now, Youturn is future-proofing its operations, embedding digital responsibility into ethical leadership, and ensuring our systems remain as safe, resilient, and supportive as the services we deliver, long into the future.
For us, this investment is about trust. The people who turn to us in their most challenging moments deserve to know their information is safe, their journey is respected, and the systems behind the scenes are working seamlessly to support them.
James Blevin, CEO
As a not-for-profit, we’re acutely aware of the risk that can come from a data breach or system failure. This investment is about future-proofing our organisation and standing by the promise we make to the people and communities we support.
Global engagement for a sustainable future
Participation in the International Association for Suicide Prevention (IASP) World Congress 2025 in Vienna, Austria, represented a major step in embedding Youturn and the StandBy Support After Suicide (StandBy) program as postvention leaders internationally and strengthening the sustainability of our work. Bringing together almost 1,000 delegates from across the world, the Congress provided a platform for global collaboration, knowledge exchange, and innovation in suicide prevention.
Youturn’s investment in this opportunity was deliberate and strategic. Importantly, attendance and sponsorship were funded directly by Youturn, reflecting our commitment to ensuring long-term recognition and sustainability for both Youturn and the StandBy program.
Our participation delivered substantial outcomes, including the development of 15 high-value international partnerships (well above our target of 5), exposure of StandBy’s Safe Language messaging to all delegates, and the creation of multiple opportunities aligned with our strategic priorities in systems, data, and financial sustainability.
A highlight of the Congress was the launch of the Safe Language video, co-developed by StandBy and IASP, which was made available in English with German subtitles. The video was showcased to delegates and is now featured on the IASP website, ensuring lasting international visibility and brand recognition.
An interactive workshop hosted by our team, with 33 participants from 20 different countries taking part, along with a presentation and 5 conference posters, further showcased the work of StandBy and Youturn.
Beyond these tangible results, the Congress provided a vital space for Youturn representatives to share expertise, learn from global best practice, and explore innovative approaches that can strengthen our work at home. These connections and insights will help us continue to grow sustainably, deliver quality outcomes, and remain at the forefront of postvention and suicide prevention.
StandBy delivers quality through community development
Youturn’s strategic commitment to quality is about ensuring our services are effective, evidence-informed, and responsive to community needs. As part of a comprehensive review of the StandBy program, one key recommendation was to strengthen and update our community development approach and consider the value of dedicated community development roles across the program.
To achieve this, StandBy engaged KPMG to deliver a 10-week project involving StandBy National, partner organisation managers, and program staff. Through a series of co-design workshops, participants worked collaboratively to refine StandBy’s community development model, clarifying its aims and principles and aligning its strategic objectives and activities. The project also assessed the resources needed to deliver the framework effectively, providing insights for future workforce planning and ensuring integration with existing roles.
The result is an updated community development framework that provides greater clarity on how StandBy’s activities draw on community strengths to build resilience and foster safe, supportive environments for people bereaved or impacted by suicide. By embedding these improvements, StandBy is better positioned to maintain consistency, demonstrate impact, and ensure its approach remains relevant and effective.
This initiative reflects Youturn’s steady focus on continuous improvement, ensuring that the StandBy program continues to deliver highquality support for communities bereaved or impacted by suicide loss across Australia.
Tracking change, not just numbers
For not-for-profit organisations, measuring impact is about more than counting numbers, it is about understanding the real difference services make in people’s lives. Strengthening impact measurement means moving from outputs (what we deliver) to outcomes (the change created). This shift ensures accountability to our communities, transparency for funders, and continuous improvement across programs.
A strong example comes from our Tewantin Community Support Centre, where staff began tracking use of Community Access facilities such as showers, washing machines, and kitchenettes. This data revealed the scale of local need and secured an extension to our Emergency Relief contract, along with additional case management funding. New reporting tools, including real-time dashboards, now help identify trends, allocate resources efficiently, and ensure timely and effective responses.
Importantly, this data-driven approach has led to deeper support. People who first came for basic needs like meals or showers are now being linked into case management, referrals, and housing programs, reducing the risk of anyone “falling through the cracks.”
In mental health, the same focus on outcomes is evident. Across five headspace centres, clients’ average Kessler Psychological Distress Scale (K10) scores fell from 31.1 to 27.1 after three or more visits, showing a meaningful reduction in distress. At our Youth Enhanced Services in Adelaide, 47 percent of young people reported improved wellbeing, confidence, and coping skills.
These results go beyond statistics, they represent real stories of empowerment, connection, and hope. Measuring what matters helps us deliver quality, evidence-based support that changes lives.
Building leadership capability
This year, Youturn launched a management development initiative to equip team leaders and people managers with the tools, confidence, and mindset needed to lead high-performing teams. Delivered in partnership with iHR Australia, the program represented a significant investment in our strategic pillar of Workforce, attracting, building, and sustaining a diverse, engaged, and capable workforce.
The program took an immersive and experiential approach, using professional actors and facilitators to create a “workplace reality theatre.” This innovative format brought realworld scenarios to life, allowing participants to practice skills such as giving feedback, holding courageous conversations, and leading through change in a supportive, interactive environment.
More than 40 leaders participated, with modules tailored to different stages of leadership, from foundational skills for new managers to advanced practices for strategic leaders. Participants consistently reported feeling more confident and better prepared to apply what they learned, with many highlighting the value of shared reflection and cross-team collaboration.
The initiative has strengthened Youturn’s leadership capability, improved engagement and capability metrics, and reinforced our commitment to supporting people leaders as they guide our teams through growth, change, and opportunity.
The program gave me the confidence to approach difficult conversations with clarity and empathy, while also strengthening my leadership style. It was unlike any training I’ve experienced before — practical, interactive, and directly relevant to the challenges we face as managers.
Jazmyn Taumafai,
headspace Caboolture
Inaugural Staff Awards
Youturn proudly launched its inaugural Staff Awards, a major cultural milestone that recognised and celebrated the outstanding contributions of individuals and teams across our organisation. More than a ceremony, the initiative was a deliberate strategy to strengthen engagement, highlight discretionary effort, and shine a light on the incredible work happening every day across our diverse programs.
The Staff Awards directly aligned with Youturn’s strategic goal of building and sustaining a diverse, engaged, and highperforming workforce, while responding to feedback from previous engagement surveys that called for more visible, meaningful recognition. Developed collaboratively, staff contributed to the design of categories, nomination criteria, and judging panels.
With more than 300 nominations received across all areas of the organisation, the response demonstrated how much staff value one another and take pride in their work. Nominations were uplifting, personal, and deeply aligned with Youturn’s culture, with stories that reflected compassion, collaboration, creativity, and excellence. Staff reported feeling “seen” and “valued,” not only for winning awards but also for being nominated by peers and leaders. The impact has been lasting, creating a powerful ripple effect of recognition and everyday conversations about values in action.
I was honoured to receive the inaugural Youturn Legend and Team Player awards, but the real recognition belongs to the incredible colleagues I work alongside every day. Youturn is full of hard workers and high achievers, and I’m proud to play a part in supporting them to deliver highquality services to our communities. By collaborating on policy, procedures, resources, and tools, we’ve been able to streamline processes and help our staff focus on what they do best, making a difference in people’s lives. It’s an exciting time to be part of Youturn’s journey, and I look to the future with pride and enthusiasm.
Matthew Hood,
Policy & Reporting Manager
Supporting communities to connect
We believe that strong, inclusive communities are built together. In 2024, we proudly partnered with the Big Pineapple Festival to host a Sensory Space and Chillout Zone, creating a calm, supportive environment for festivalgoers who needed time away from the noise and crowds. Designed especially for individuals with autism, anxiety, or sensory sensitivities, the space offered low-stimulation areas and carefully curated sensory experiences, allowing people to recharge and rejoin the festival with confidence.
The feedback was overwhelmingly positive. Many attendees shared that without this space, they would have left early or not attended at all. For us, this reinforces the importance of creating accessible and inclusive spaces that ensure everyone feels welcome and connected.
This commitment was also reflected in headspace Bundaberg’s partnership with Wide Bay Sugary Pop Con, a popular culture event held in June 2025. The sensory space they hosted quickly became a sanctuary for young people and families seeking calm amidst the buzz of the crowded venue. With dim lighting, bean bags, sensory toys, and quiet corners, the space allowed attendees who may have been feeling overwhelmed to stay grounded, and learn about mental health supports. For many, it was the difference between leaving early and enjoying the full event, an important example of youthled participation in service design and inclusive community engagement.
But we cannot do this work alone. Initiatives like these were made possible through the generous support of the Sunshine Coast Council, local MPs, sponsors, and community partners who share our vision. By working hand in hand, we create communities where everyone has the opportunity to belong.
Listening to our communities
This year, Youturn conducted its first Stakeholder and Partner Satisfaction Survey to better understand how our communities, funders, collaborators, and service partners experience our work. The results were overwhelmingly positive, affirming both the strength of our services and the trust placed in us as a community partner.
Nearly all respondents reported awareness of Youturn and its programs, with 77% expressing satisfaction and an exceptional Net Promoter Score of +59, meaning the majority would strongly recommend our services to others. Stakeholders consistently praised the professionalism, compassion, and expertise of our staff, as well as the quality and impact of our programs across mental health, child safety, homelessness, and suicide prevention.
The survey also highlighted that Youturn’s values, are clearly evident in practice. Respondents recognised us as trustworthy, transparent, and deeply committed to making a meaningful impact in the communities we serve.
While the feedback was highly positive, valuable suggestions were also shared, including strengthening communication, clarifying partnership processes, and continuing to expand service accessibility. These insights will guide us as we refine our approach and continue building strong, respectful, and effective relationships with our partners.
The findings reaffirm that our community sees Youturn as a purposeful, impactful, and valued partner, an endorsement that inspires us to keep striving for excellence together.
OUR BOARD
