INDUSTRY:
NOT-FOR-PROFIT
CLIENT:
CITY WEST LOTTERIES HOUSE
YEAR:
2025
EXPERIENCE:
COMMUNICATION DESIGN
Policy Framework Redesign
about.
Full refresh of City West Lotteries House’s internal Policies and Procedures framework — covering HR, WHS, Governance, and ESG.
The goal was to bring clarity, accessibility, and community relevance to a dense set of legacy documents that had grown inconsistent over time.
This wasn’t about rewriting for the sake of it — it was about helping real people use the policies that shape their work. The new framework uses plain language, consistent structure, and practical examples aligned with current WA and Commonwealth legislation.
challenge.
Outdated and overly formal policies written in fragmented formats.
No single consistent voice or layout across HR, governance, and safety sections.
Legal compliance language often overshadowed practical readability for staff, volunteers, and tenants.
Needed to bridge community-based tone with proper governance and legislative alignment.
result.
A complete policy framework revamp that’s clear, lawful, and easy to use.
The new design standardises headings, layout, and tone across all 12 core policies — from WHS and Privacy to ESG and Complaints — reducing confusion and making compliance part of everyday practice.
Before → After: dense legal text simplified into accessible, action-based sections with consistent formats and cross-referenced compliance anchors.
The project also re-established CWLH’s approach to transparency and accountability, reinforcing community trust and giving the organisation a coherent, modern foundation for Board and staff governance.
testimonial.
We’d been wanting to get this work done for a long time — Sam made it happen with care and clarity.
Angela Rooney
Chairperson
