RSL Queensland Annual Report 2020

Supporting Our Members Annual Highlights 59 "We're working hard to align better with our Sub Branches and members, so we can ensure RSL's legacy continues into the future." KALIE ASHENDEN Acting General Manager Membership and Network, RSL Queensland Several tactical opportunities were also delivered this year to demonstrate to Sub Branches and Districts that we’re here to support them in growing and thriving. As well as reimbursing all costs associated with commemorative merchandise to support Sub Branches with their fundraising efforts, we worked to deliver the following programs before the end of 2020: • Internet Adoption Program: we provided financial and technical support for Sub Branches to access high-speed internet connections • Managed IT Services: we trialled a technology equipment package in 10 Sub Branches to test whether the equipment is fit for purpose. Suitable packages will be rolled out across the whole Sub Branch network in 2021 • Charitable Objects Fund (COF): we simplified the process for applying for money under the COF, which provides funding to Sub Branches to deliver welfare support • Hospital Care Packs: we sent out 100 packs to each District to trial new items, and plan to make suitable packs available year-round in the future • Sub Branch Knowledge and Information Portal (SKIP) Enhancements: we sped up our response times, provided notifications when new content is added and reviewed existing content with the view to launch new content in 2021. Significantly in 2020, we began work on defining our Member Value Proposition (MVP), which will help address our declining membership by outlining the many reasons to join RSL and why to stay. A two-phase research project involved consultation with close to 1,300 people to ensure we have broad representative views to inform this important work. Our MVP will be a key focus in 2021. Also in development for launch in 2021 is a suite of tools for Sub Branches, including governance tools and training, and a professional advisory panel of human resource, finance and legal experts. We will continue to work with members and Sub Branches to identify how we can provide further support and value to our Sub Branch network. Supporting our Sub Branches in this way signals an exciting shift in focus back to RSL Queensland’s core purpose of ensuring a bright future and enduring legacy for all veterans and their families. RSL Queensland Annual Report | 2020 SUPPORTING OUR MEMBERS Managed IT Services rollout Supporting Our Members continued