Concurrent Session 1C: Showcasing innovation and collaboration in frontline services

Dom’s Place
Angela Whitby, General Manager Integrated Services, CatholicCare Diocese of Broken Bay
Rebecca Holton, Practice Manager Homelessness, Catholic Care Diocese of Broken Bay
Rob Holt, Service User, Dom’s Place

Housing instability in Australia increasingly intersects with health and cost-of-living pressures. Homelessness is not a single-cause issue; it is the product of structural, economic, and personal factors that often compound over time. A crisis bed or a referral alone will not resolve the complexities of a person’s life. Community-based services like Dom’s Place fill a crucial gap by offering practical help and a culture that restores confidence and connection. Dom’s Place allows people to address immediate needs such as food, hygiene, and clothing, while forming relationships that open pathways to housing, healthcare, financial stability, and social participation. This model complements clinical, housing, and government services by creating a safe front door to the broader system.

Mallee Accommodation and Support Program Assertive Outreach
Greg Robinson, Director of Client Services, Mallee Accommodation and Support Program
Amy Cupper, Director of Practice, Mallee Accommodation and Support Program
Trevor Gibbs, Manager – Homelessness Support, Mallee Accommodation and Support Program

In October 2023 Mallee Accommodation and Support Program (MASP) used flood recovery funding from the NSW Department of Communities and Justice to establish its Assertive Outreach rough sleeper program.

Borne as a way for MASP to support the homeless people displaced by the flooding of the Murray River in late 2022 and early 2023, the program has continued to provide a way to move homelessness support services away from the traditional office model and meet the community where they are in the rural and remote regional area MASP services.

What has been found over the course of delivering the program is that material aid often comes secondary to the connections between a person experiencing homelessness and MASP’s workers. That rather than food, consumables or emergency accommodation, it is human interaction and advocacy that truly breaks down barriers and achieves positive outcomes. This is demonstrated by client outcomes and experiences – which MASP will share.

MASP is proud to present at the 2026 Homelessness NSW Conference on the organisation’s observations and insights from running this highly successful program.

Reimagining Temporary Accommodation Through Collaboration
Sarah Kingsbeer, Regional Manager North, Bridge Housing
Magdalena Liso, Area Manager Northern Sydney, Mission Australia

The persistence of homelessness across NSW demonstrates the urgent need for innovation in service design and delivery. For decades, the default model of temporary accommodation has relied heavily on commercial motels, often at high cost to government and with poor outcomes for individuals and communities. Motel-based temporary accommodation (TA) leaves people isolated, unsupported, and trapped in cycles of homelessness. In late 2024, Bridge Housing (CHP) and Mission Australia (SHS) partnered to deliver 727, a new supported TA model on Sydney’s Northern Beaches. By integrating the expertise of a Specialist Homelessness Service (SHS) with the resources of a community housing provider (CHP), 727 demonstrates a practical, scalable alternative to motel-based TA. Clients are accommodated in self-contained studios with onsite housing-centred supports, embedding Housing First principles from day one. This presentation will showcase how 727 represents innovation in service delivery through:
• Co-designed and delivered by a housing provider and SHS, with active involvement from local, state, and federal governments, the model reflects deep cross-sectoral collaboration.
• Onsite housing-centric support from Mission Australia ensures that TA is not just shelter, but a launchpad into stable accommodation and improved wellbeing.
• System transformation, with TA expenditure redirected from commercial operators into safe, supported environments that deliver both cost savings and better outcomes.
• Proven local impact, with more than 4,500 nights of accommodation provided to over 200 people since opening. Average TA stays have reduced from over 180 days in motels to just 22 days at 727, with over half of clients moving on to stable accommodation. Local safety and community wellbeing have also improved significantly. Importantly, 727 has influenced policy reform. Legislative and planning changes, secured through advocacy linked to this project, now allow meanwhile use of boarding houses for TA. Homes NSW has endorsed a formal evaluation of the model, recognising its alignment with the NSW Homelessness Strategy 2025-2035 and the government’s commitment to transition away from motel-based TA. Early replication in Northern NSW and Inner Sydney demonstrates its scalability. The story of 727 is a story of collaboration: a partnership between a housing provider, an SHS, all levels of government, and the local community. It demonstrates the power of place-based collaboration and system-connected approaches in achieving outcomes that are person-centred, cost-effective, and transformational. Through this presentation, we will invite delegates to reflect on the broader implications of integrating accommodation and support from the first point of crisis, and the role of collaborative innovation in driving system reform. 727 shows that with upfront investment and a focus on quality services delivered with dignity, NSW can deliver TA that is not only brief but also meaningful, breaking cycles of homelessness and building pathways to stability.

Presenters

Angela Whitby

General Manager Integrated Services, CatholicCare Diocese of Broken Bay

Angela is part of CatholicCare Broken Bay’s Senior Leadership team overseeing integrated service provision spanning Homelessness, Early Intervention, Family Preservation and Domestic and Family Violence programs. With over 25 years sector experience, she is passionate about delivering client centric solutions through tried and tested models of care. With a focus on transformative ground up approaches, she has facilitated and empowered teams to develop client led services which are responsive to community needs. Her role in the development of Dom’s Place was to balance consumer group needs with workforce development and support, sound Governance, Risk identification and mitigation, Safety, Financial Viability, Outcomes focus and Sustainability.

Rebecca Holton

Practice Manager Homelessness, Catholic Care Diocese of Broken Bay

Rebecca Holton is the Practice Manager for Homelessness Services in Northern Sydney, leading the Specialist Homelessness & DVRE service response for this area.
Rebecca was instrumental in creating Dom’s the innovative drop in centre model designed to reduce barriers, strengthen engagement, and improve access to coordinated support. The model combines practical assistance with a trauma informed, welcoming environment that fosters connection and safety.
She is passionate about reshaping service systems through innovation & collaboration, evidence informed practice, and a strong commitment to the voices of people with lived experience.

Rob Holt

Service User, Dom’s Place

Rob Holt is a lived experience advocate, speaker & mentor for others sharing his journey of recovery from homelessness, substance abuse and incarceration. Drawing on 17 years of personal experience navigating various systems and services across NSW including homelessness , mental health & mentoring services. Rob has been a visitor of Dom’s Place since opening in 2022 engaging in various programs onsite as well as being involved in developing and implementing onsite activities. Rob is passionate about systems change and social connection. He is co presenting with Dom’s staff to show case his own lived experience of his time at Dom’s.

Mr Gregory Robinson

Director of Client Services, Mallee Accommodation and Support Program

Australia

As Director of Client Services at MASP, Greg has more than 25 years’ experience in Child, Youth and Families service provision and 4 years’ experience in Homelessness and Social Housing. Greg has completed professional training in trauma-informed practice, high-risk adolescents, cultural awareness, family violence, and intellectual disabilities, enhancing his ability to lead services that are safe, responsive, and inclusive.

He represents MASP at a number of local and statewide leadership groups, including those focused on out-of-home care, the Orange Door in Victoria, and residential care, where he contributes to sector-wide collaboration, reform, and innovation.

Mrs Amy Cupper

Director of Practice, Mallee Accommodation and Support Program

Australia

Amy has been employed at MASP since 2012, serving in a range of roles that reflect her expertise in family violence and family services.

Amy is currently the Director of Practice at the MASP, where she leads with a deep commitment to child safety, family wellbeing, and practice excellence. Her career at MASP has included pivotal positions such as Child FIRST Worker, Team Leader within Child FIRST and Family Services, and was the first Child and Young Person Practice Lead within The Orange Door (Victoria).

She has also served as MASP’s Family Safety Manager, where she championed integrated responses to family violence and child safety.

Mr Trevor Gibbs

Manager – Homelessness Support, Mallee Accommodation & Support Program Ltd

Australia

Trevor Gibbs is MASP’s first Manager – Homelessness Support. He has more than 25 years’ experience in the sector, including more than 20 years with Victoria’s Department of Health and Human Services and five years with Haven. Home Safe.

Trevor oversees MASP’s Housing Access teams in Victoria and New South Wales, as well as the Assertive Outreach Program MASP has implemented since the start of 2024.

Sarah Kingsbeer

Regional Manager North , Bridge Housing

Australia

Sarah Kingsbeer is the Regional Manager North at Bridge Housing, where she currently leads operations and service delivery of an SHMT portfolio across Sydney’s Northern Beaches. With 15 years of experience spanning homelessness services, government housing, and community housing, Sarah has built a reputation as a collaborative leader who brings together diverse stakeholders to build communities and achieve housing outcomes that are both practical and innovative.

Sarah is equally committed to leading quality service delivery by building workforce capability and developing people in order to deliver better services. She invests in coaching, mentoring, and creating a resilient team culture, recognising that supporting staff is critical to delivering quality housing services.

Recognised for her strategic thinking, people focused leadership, and commitment to social justice, Sarah continues to champion collaborative, housing-centred solutions that improve individual lives, strengthen communities, and influence policy and practice across the sector.

Magdalena Liso

Area Manager Northern Sydney , Mission Australia

Australia

With over 30 years of dedicated service in the field of social services, Magdalena has demonstrated an enduring commitment to advancing the well-being of individuals, families, and communities. Her career has encompassed a broad spectrum of practice areas, including child and family welfare, homelessness, employment, disability, health, mental health services, community development, governance and public policy advocacy.

Throughout her tenure in both the governmental and nonprofit sectors, Magdalena has held various leadership and supervisory roles, where she has been instrumental in designing, implementing, and evaluating programs that address systemic barriers and promote social equity. Her professional practice is rooted in evidence-based approaches, ethical standards, and a deep understanding of the complex social determinants that impact marginalised populations.

Recognised for her strategic insight and unwavering dedication to service, Magdalena has also mentored emerging professionals in the social work and human services fields, contributing to the development of a more informed and compassionate workforce.

Her contributions reflect a lifelong pursuit of social justice, organisational excellence, and collaborative problem-solving. Magdalena remains a steadfast advocate for policies and practices that ensure access, dignity, and opportunity for all.