Youthline CSI Annual Report 2020

Youthline Central South Island
Annual Report
2020

Contents
Stepping up – Chair’s Report Page 4
• an essential service
• great training
Making us proud – Youthliners’ Report Page 7
• doing more and more
• helpline statistics
(Central South Island)
• increasing our crisis response
Helpline counsellor profile Page 10
Our fantastic supporters Page 12
Financial position
• treasurer’s statement Page 14
• performance statement Page 15
• independent auditor’ statement Page 22
2 | P a g e

it has been really good to have
called, it helped me figure out how
to get through today without
breaking down. Thank you very
much for your help
Helpline Texter
November 2019
hey, i just wanted to say thank you
for being so kind and supportive
when i texted you guys, you really
helped me to feel better about
myself and I glad got in touch
Helpline Texter
January 2020
3 | P a g e

Stepping Up When Needed – Chair’s Report
Youthline Central South Island continues to grow and
grow. It’s so exciting how much we’ve achieved.
Secondly, a huge thank you to our dedicated
volunteer helpline counsellors who are ever ready to
lend a listening ear, showing empathy and respect
and empower our youth to improve their situation,
whatever that may be.
An Essential Service
Tracey Genet
Chairperson
I want to acknowledge our volunteers’ fantastic
response to Covid-19. We had two days to move the service so it could be
delivered from home.
After assessing each house to ensure caller privacy, we had 35 people able
to work home. We developed a new phone system so calls could be taken
from home. We came up with extra monitors and headsets. We put in
online supervision, and even learnt how to mentor less experienced
counsellors through video calls and screen sharing.
“ The lockdown saw us, confirmed as an essential service,
receive 50% more texts, and do more helpline hours than
ever before in our history ”
I’m proud about how the counsellors adapted. Not an easy ask juggling 6
apps on a laptop, learning new phone and messaging systems, while
working by themselves at home, often late into the night.
I am also particularly impressed with how they supported each other and for
rising to this challenge during a very difficult time.
4 | P a g e

Great Training
This year saw us do more
training and community events
than ever before.
Here is our education and
events team supporting the
TedX Youth event.
Book a free workshop for
young people at
youthline.co.nz/christchurchcommunity-programmes
A highlight was working with the Nawawi Centre training Muslim youth
leaders in mentoring, all thanks to ANZ Staff Foundation’s financial backing.
5 | P a g e

The Allies, our team of mentors continues to support young people online.
If you have a 12 to 16 year old who needs support, they can get their own
personal Ally at http://youthline.co.nz/online-mentoring.html
The Social Media team continues to do a fantastic job. Last year our
Christmas In The Park event post got 3,100 responses. This year 12,700
responded, and 176,700 saw the event. In real terms it meant we got 200
people volunteering for the evening, doubling from 100 last year.
Volunteers included this crew of talented young people (the twins really
know how to sing) who we first met at our Good2Great training in June.
Check out our Social Media team’s daily resources for making it through the
day on instagram.com/youthlinecsi and facebook.com/Youthline-
Central-South-Island
6 | P a g e

Pride in our Work – Youthliners’ Report
We have been doing more and more
As Trustees we wish to thank every volunteer on the
social media team, the education team, the allies
program, the triage team and to our fellow
counsellors - thank you for being here, thank you for
everything that you do, thank you for giving your
time and for your constant compassion for others.
We provided 600 more hours on the helpline than
last year, which was 500 more hours than the year
before that, and 500 more than the year before that.
This year’s Colmar-Brunton poll shows we are the #1
recognised youth organisation for young people in this country.
Katie Proctor
Trustee
3 times a day last year Youthline CSI helped get emergency
services or talk someone down from a suicide attempt
Our calls continue to get more intense, with people
having multiple issues. When we started Youthline,
one in 9 calls was high risk, now it’s one in 4.
Youth suicide remains incredibly high, and the
number one reason young people ring us.
Our experience is backed up by the 2019 Colmar
Brunton finding that 83% of young people cite mental
health issues, depression or anxiety as affecting their
generation today. 56% were concerned about suicide,
a significant increase from 2016.
Madi Fay
Trustee
7 | P a g e

Helpline Statistics (Central South Island)
Young people
prefer texting
2,841
27%
Helpline Hours
Youthline Evaluation Shows 90% Satisfaction
At the start of this year we provided a survey
link for our callers to evaluate the service,
something that’s hard to do as a
confidential and anonymous helpline.
The results show that 90% of young
people were satisfied or very satisfied,
and 85% felt ‘helped’ by the helpline.
It was amazing
talking to Youthline.
It made me feel
worth something to
the world
Survey Participant
8 | P a g e

The Annex – increasing our crisis response
The Annex is now up and
running and holds our Triage
team who deal with the
extremely high risk calls.
It gives us the ability to have two
helpline counsellors, the Triage
crisis worker, and web chat
triage all on at the same time.
We can now run the helpline
nationally from Christchurch.
It’s great. Counsellors are able to
do their shifts side by side, until
a call comes in, where they can
now just close the soundproofed
door for privacy.
We were honoured by the Minister for Youth,
the Hon. Peeni Henare opening the Annex
Youthline Central South Island thanks the Southern Trust for funding this.
9 | P a g e

Helpline Counsellor Profile – Jordan
“I’m very passionate about this service!”
says Jordan who joined in 2017 while
completing his Bachelor of Science in
Psychology at Canterbury University.
Now 24, he’s come a long way since then,
becoming a fully-fledged volunteer
counsellor, then a mentor, and now on the
crisis support team and education team.
Originally from England, Jordan grew up
mainly in Christchurch where he was
exposed to close friends and family
suffering a range of mental health issues.
This propelled him towards psychology
where he has found his passion.
“I’m always on the lookout for new opportunities to add value and see
where I can help” Jordan says. “Youthline has taught me so much about
people’s diversity and it has made me fully appreciate how good I have it, I
have so much to be thankful for”. He is often in awe of the resilience of
many of the young people he deals with who’ve been dealt a very difficult
hand in life.
“ It’s a real relief to know that you’ve kept someone
from harming themselves ”
Jordan finds this contact really rewarding though. “Sometimes they just
need to know someone is listening and it’s satisfying to be able to provide
10 | P a g e

that space, it’s not all high-risk stuff” he adds. “Sometimes we have mothers
calling in concerned about something their kid is doing, and just need to
know if they’re on the right track in dealing with it.”
In particular, Jordan enjoys supporting
young people with intellectual
disabilities who just need someone else
to listen to them and to hear their
stories and may not be getting heard at
home. “One very sweet girl just needed
someone to listen to her talk about her
passion for Taylor Swift! It’s a very
diverse group of people who call in, no
two situations are ever the same” he
says.
Particularly satisfying, Jordan always
feels rewarded when he has successfully
de-escalated a high-risk situation to the
point where the person will accept
further help and get the support they
need. “It’s a real relief to know that
you’ve kept someone from harming
themselves”.
“One very sweet girl just
needed someone to listen
to her talk about her
passion for Taylor Swift!
It’s a very diverse group of
people who call in, no two
situations are ever the
same.
Youthline has taught me so
much about people’s
diversity and it has made
me fully appreciate how
good I have it”
Jordan is steering his path towards clinical psychology where he’d like to
work with families of children who’ve had heart surgery. This could include
parent support, PTSD symptoms, anxiety or depression, or even feelings of
neglect in other siblings.
Jordan has now taken another opportunity and joined the Trust Board.
11 | P a g e

Our Supporters
Youthline Central South Island is a community of
young people, volunteers, funders, staff, and our
young callers. We couldn’t do our work if it
wasn’t for our financial supporters.
Grant funding provided by
Thank you for being
really really really
really really really
helpful
Helpline Texter
Helpline Texter
12 | P a g e

Thank you to everyone who ran a fundraiser
A big thank you to the school students who ran fundraisers for us, plus
businesses who wanted to make a difference for young people.
Steph & Matt
A special thank you
Thank you very much to everyone who
collected for us on the Annual Appeal, and
our Bunnings BBQ, and Christmas in the
Park.
Especially Meghan Haynes (right) from Miss
Five Crowns. She is an absolute star and in a
fundraising league of her own.
A special thanks to the people who make a
weekly donation to us from their own
pockets. They don’t want to be named, but
we know who you are.
13 | P a g e

Financial Position
Treasurers Report
I am pleased to present the audited 2019-20
Financial Report for Youthline Central South Island.
Total operating income for the year was $241k,
which exceeded the prior year by 13%. Youthline
Central South Island continued to deliver strong
programs funded by both donations and grants.
These activities were further supported by
fundraising activities.
The operating expenditure for the year totalled $172k
remaining consistent with prior years and budgeted
expenditure.
Emily Bradley, CPA
Treasurer
Previous strategies to grow equity ensuring a sustainable and robust
organisation have left Youthline Central South Island in stable a position to
weather the Covid storm.
During the 2020 year, we planned to extend the
reach of Youthline Central South Island. We
investigated several projects. However, with the
Covid-19 outbreak creating economic
uncertainty, the board and management team
remain cautious. We are monitoring deviations
from budgeted revenue and adjusting spending
accordingly.
I would like to thank the Youthline Board,
Management Team, staff and volunteers, whose
ongoing efforts continue to drive improvements and
growth which has been reflected in this year’s results.
14 | P a g e
Thank you so much
for listening. Just
letting someone
know takes a huge
weight of my
shoulders
Helpline Texter
April 2019
Helpline Texter

PKF Goldsmith Fox Audit
Chartered Accountants
INDEPENDENT AUDITOR’S REPORT
To the Trustees of Youthline Central South Island
Report on the Audit of the Performance Report
Qualified Opinion
We have audited the performance report of Youthline Central South Island, which comprises the statement of
financial position, and entity information as at 31 March 2020, and the statement of financial performance,
statement of cash flows, and statement of service performance for the year then ended, and notes to the
performance report, including a summary of significant accounting policies.
In our opinion, except for the effects of the matter described in the Basis for Qualified Opinion paragraph:
a) The reported outcomes and outputs, and quantification of the outputs to the extent practicable, in the
statement of service performance are suitable.
b) The performance report presents fairly, in all material respects:
The entity information as at 31 March 2020;
The service performance for the year then ended; and
The financial position of Youthline Central South Island as at 31 March 2020, and its financial
performance and cash flows for the year then ended
in accordance with Public Benefit Entity Simple Reporting – Accrual (Not–for–profit) issued by the New Zealand
Accounting Standards Board
Basis for Qualified Opinion
The Trust has recorded in its Performance Report a category of income over which there was no system of internal
control on which we could rely for the purpose of our audit. There were no other satisfactory audit procedures that
we could adopt to satisfy ourselves that this income category is free from material misstatement. This income
category includes Other Donations, which amounted to a total of $31,575.
We conducted our audit in accordance with International Standards on Auditing (New Zealand) (ISAs (NZ)). Our
responsibilities under those standards are further described in the Auditor’s Responsibilities for the Audit of the
Financial Statements section of our report. We are independent of the Trust in accordance with Professional and
Ethical Standard 1 (Revised) Code of Ethics for Assurance Practitioners issued by the New Zealand Auditing and
Assurance Standards Board and we have fulfilled our other ethical responsibilities in accordance with these
requirements.
We believe that the audit evidence we have obtained is sufficient and appropriate to provide a basis for our opinion.
Other than in our capacity as auditor we have no relationship with, or interests in, the Trust.
Trustees’ Responsibilities for the Performance Report
The Trustees are responsible on behalf of the Youthline Central South Island for:
(a) Identifying outcomes and outputs, and quantifying the outputs to the extent practicable, that are relevant,
reliable, comparable and understandable, to report in the statement of service performance;
(b) The preparation and fair presentation of the performance report which comprises:
The entity information
The statement of service performance; and
The statement of financial performance, statement of financial position, statement of cash flows,
statement of accounting polices and notes to the performance report in accordance with Public
Benefit Entity Simple Reporting – Accrual (Not–for–profit) issued by the New Zealand Accounting
Standards Board, and
(c) for such internal control as the Trustees determine is necessary to enable the preparation of performance
report that are free from material misstatement, whether due to fraud or error.
(d) for assessing the Trust’s ability to continue as a going concern, disclosing, as applicable, matters related
to going concern.
Auditor’s Responsibilities for the Audit of the Performance Report
Our objectives are to obtain reasonable assurance about whether the performance report as a whole are free from
material misstatement, whether due to fraud or error, and to issue an auditor’s report that includes our opinion.
Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted in accordance
with ISAs (NZ) will always detect a material misstatement when it exists. Misstatements can arise from fraud or

PKF Goldsmith Fox Audit
Chartered Accountants
error and are considered material if, individually or in the aggregate, they could reasonably be expected to influence
the economic decisions of users taken on the basis of these performance report.
As part of an audit in accordance with ISAs (NZ), we exercise professional judgement and maintain professional
scepticism throughout the audit. We also:
Identify and assess the risks of material misstatement of the performance report, whether due to fraud or
error, design and perform audit procedures responsive to those risks, and obtain audit evidence that is
sufficient and appropriate to provide a basis for our opinion. The risk of not detecting a material
misstatement resulting from fraud is higher than for one resulting from error, as fraud may involve
collusion, forgery, intentional omissions, misrepresentations, or the override of internal control.
Obtain an understanding of internal control relevant to the audit in order to design audit procedures that
are appropriate in the circumstances, but not for the purpose of expressing an opinion on the effectiveness
of the Trust’s internal control.
Evaluate the appropriateness of accounting policies used and the reasonableness of accounting
estimates and related disclosures made by the Trustees.
Conclude on the appropriateness of the use of the going concern basis of accounting by the Trustees
and, based on the audit evidence obtained, whether a material uncertainty exists related to events or
conditions that may cast significant doubt on the Trust’s ability to continue as a going concern. If we
conclude that a material uncertainty exists, we are required to draw attention in our auditor’s report to the
related disclosures in the performance report or, if such disclosures are inadequate, to modify our opinion.
Our conclusions are based on the audit evidence obtained up to the date of our auditor’s report. However,
future events or conditions may cause the Trust to cease to continue as a going concern.
Evaluate the overall presentation, structure and content of the performance report, including the
disclosures, and whether the performance report represent the underlying transactions and events in a
manner that achieves fair presentation.
We communicate with the Trustees regarding, among other matters, the planned scope and timing of the audit and
significant audit findings, including any significant deficiencies in internal control that we identify during our audit.
We also provide the Trustees with a statement that we have complied with relevant ethical requirements regarding
independence, and to communicate with them all relationships and other matters that may reasonably be thought
to bear on our independence, and where applicable, related safeguards.
The engagement partner on the audit resulting in this independent auditor’s report is Dawn Alexander.
Christchurch, New Zealand
1 July 2020