Knowledge Centre

Day: August 11, 2022

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Latest industry developments

Baptcare The Orchards Village Manager Hannah Horsley loves how DCM Institute gives her that “little extra”


Village Manager Hannah Horsley (right, pictured with Support Coordinator Aggie Massarotti) has worked at Baptcare The Orchards in East Doncaster, Melbourne for the past 17 years.

She loves how the DCM Institute Management course teaches her that there can be a “different way of dealing with issues, concerns and comments”.

It has helped me with a difference perspective and way of thinking through such courses as dealing with residents committee and duty of care.

Hannah who has a nursing background, joined the Orchards when a friend said that was a role as she was looking to get back into the workforce after her last child started kindergarten.

“I felt aged care was my passion and I have not looked back,” she said.

”The DCM Institute is a fantastic resource and I love hearing from the other managers and discovering that we are all going through the same experiences and can share our knowledge together”.

Hannah admitted she has been on a “deep learning curve” with the Orchards undergoing a redevelopment over the last 6 years.

“We are in the final stage of the redevelopment. There is currently a 150 bed Aged Care Facility, 22 units, 33 apartments and a further 52 Villas under construction and due for completion in early 2024” she said.

The Orchards is a close community where everyone is valued, and we all support each other. Hannah believes this is what makes her Retirement Living Community a great success.

Find out more about the DCM Institute

LEGAL QUIZ ANSWER: I am sure you knew – A

Categories
Village Operator

DCM Institute participant named Village Manager of the Year for the second successive year

DCM Institute participant Roslyn Prentice, who is Village Manager at Ryman Healthcare’s John Flynn Retirement Village in Burwood East, 17km east of Melbourne’s CBD, has been named Leading Age Services Australia’s Village Manager of the Year.

It is the second successive year that a DCM Institute participant has won the award. Nikki Dharwin who managed Bethanie Warwick and Bethanie Joondanna retirement villages in Perth, won the LASA award last year.

The award recognises Roslyn’s total commitment to the wellbeing of residents and staff at the village, leadership during COVID-19, and creation of initiatives to improve the lives of older people.

Her award-winning initiatives included the creation of a ‘Resident Directory’ featuring comprehensive information on everything from allied health professionals in the area to fun things to do.

The directory, which is given to all residents upon their move to the village, has received praise from people who moved from outside of Melbourne to John Flynn.

Roslyn was surrounded by residents and team members at the village when she found out she had won and was greeted by rapturous applause.

“I’m incredibly humbled to be named ‘Village Manager of the Year,’” she said.

“This is an acknowledgement of not only myself, but the amazing people at John Flynn and at Ryman Healthcare who support me to lead such a fabulous community.

“Every day it is an absolute privilege to work with such a dedicated team who provide outstanding care to our residents.”

Ryman Australia CEO Cameron Holland (pictured with Roslyn) said Roslyn was an extremely deserving recipient.

“Roslyn not only manages the independent living, but residential aged care and serviced apartments and home care as well,” he said.

“The size of the team and the responsibility this requires is immense.

“We are extremely lucky to have a leader like Roslyn as part of the team.”

Find out more about DCM Institute

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Key things to help you everyday

‘Be aware’. 100 DCM Institute members attend Sydney PD Day and Minter Ellison Dispute Management presentation


Village Managers regularly get caught up in disputes, which require real skills to successfully navigate, and if not carefully managed can draw in the operator – and lawyers.

Jonathan Chow, Special Counsel at law firm Minter Ellison, gave a 45 minute overview at the DCM Institute Professional Development Day at the Hilton Hotel, Sydney on how to handle disputes and advice on engaging mediators ahead of legal action.

His advice – be aware and take notes! He detailed the importance of identifying when a dispute is gathering momentum and then commencing record keeping by the Village Manager. Good notes in chronological order will usually eliminate the need to resort to high level legal action because when presented with the facts of a dispute, most people lose their energy for a fight.

But Jonathon said receiving good quality notes is rare.

He also pointed out that if a dispute is to go to the Tribunal, expect around 12 months to receive the first hearing.

He then presented a short quiz, including this slide:  

The answer is at the bottom of the last article.

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Key things to help you everyday Latest industry developments

Land lease attracting active 70 year olds

Over the last few weeks the DCM team has been travelling across Australia filming our TV series The Best 30 Years.

We are interviewing community managers and residents in retirement villages and land lease to accurately explain what they are to the Channel NINE TV viewers, plus social media, and present their value propositions.

One surprise has been the fact that the land lease communities we are visiting are attracting new residents with an average age of 71 – older that the past core market of 55 to 70.

What is also clearer is that they are very active 70 year olds.

Whether it is Ten Pin Bowling, darts or aquarobics, all the sessions are full.

So will land lease be increasing competition for retirement villages? The answer is ‘No’, as the model requires large land holdings which are just getting harder to find, while retirement villages are successfully going vertical in capital cities and regional hotspots.

Expectations are that LLCs will build from 3,000 new homes a year to 5,000 new homes within say five years, while villages will grow from 3,500 new homes to 7,000 to 10,000 a year by 2030 – just 8 years away.

In that eight years the active LLC residents will also be less active and the operators will be seeking solutions similar to retirement villages to support their residents. They will also have to change their revenue model as they will need additional cash to staff new ageing support services.

The marketing tussle meanwhile will be interesting to see as it unfolds – exit fees Vs no exit fees.

Our TV series goes to air on 22 October nationally on NINE. It looks fantastic and we will keep you informed.

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Key things to help you everyday Uncategorized

‘Developing Resilience as a Leader’ Jacqui Perkins’ DCM Institute Masterclass on 16 August

Experienced industry sales coach and facilitator Jacqui Perkins delivers the Masterclass #7 Intentional Leadership on 16 August (next Tuesday) to our DCMI Participants.

Jacqui, who has been running leadership and sales training in the retirement village sector for over 10 years with organisations such as Aveo, Freedom Aged Care, McKenzie Aged Care, RetireAustralia and Australian Unity, will discuss the concept of Developing Resilience as a Leader.

She will discuss the concept of Resilience not simply being a trait – but a skill that can be developed. She will detail how to build some tried and tested techniques that help build resilience.

Please look out for the pre-work videos that will add value to your experience of this masterclass as part of the Masterclass series. If you are not a DCMI Participant, please contact dcmi@thedcmgroup.com.au to learn more about the masterclasses and the DCMI Program.

Tuesday 16 August
WA 1:00 PM 
SA 1:30 PM
QLD, NSW, ACT, TAS & VIC 2:00 PM

Register HERE