Knowledge Centre

Day: June 2, 2023

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Village Operator

Operators and residents unite to seek reform of NSW Govt’s Asset Management Plans

The Retirement Living Council (RLC), which represents the retirement living sector, and NSW Retirement Village Residents Association (RVRA), representing more than 4,000 residents, have united to try to change the State Government’s unwieldly Asset Management Plan (AMP).

The former NSW Government delayed the introduced of the AMP by 12 months until July last year and RLC Executive Director Daniel Gannon, ahead of the NSW Election, said it had the “biggest adverse impact” on the sector this year.

Daniel and Craig Bennett, President of the RVRA, have now written to the new Minister for Better Regulation and Fair Trading, Anoulack Chanthivong, outlining “systemic problems” with the AMP.

“Key challenges of the AMPs highlight the impractical nature of the documents and the challenge faced for residents to comprehend them,” stated the letter to the Minister.

“We are united in seeking reform of the AMP laws so that residents receive information, which is transparent, useful, comprehensible and digestible.” 

The AMP documents the costs of purchase, ongoing maintenance, repairs, and replacement of a retirement village’s major items of capital, including shared major items of capital.

AssetFuture, the largest provider of Asset Management Planning solutions to NSW RV operators, has shared insights with the RLC and the RVRA on how the AMP could be presented in a more practical and easier-to-understand format for retirement village residents.

The Shadow Minister for Fair Trading, Tim James, has offered to meet with members to discuss the submission further and the Department of Fair Trading is reviewing the submission and says it is looking forward to working with the RLC and RVRA.

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Latest industry developments

Retirement Living Council proposes new pre-commitment checklist to counter amendment of SA Retirement Villages Act

In a joint submission to the proposed changes to the SA Retirement Villages Act 2016, the Retirement Living Council (RLC) is seeking to introduce plain language pre-commitment checklists in resident contracts to make it easier for prospective residents to understand the tenure they are entering into regarding their right to occupy.

“This is intended to provide a simple, up-front, one-page, plain-language checklist that assists a prospective resident in ensuring they understand the tenure model they are entering, the fees they are agreeing to pay, and their rights and obligations. Importantly, it also serves to remind and encourage prospective residents to seek independent legal and financial advice,” stated the submission by the RLC.

The council, its owner Property Council of Australia and more than 40 operator members also opposed proposed changes to exit entitlements and the timeframe for refurbishment.

“The most workable model for industry would be a 12 month exit entitlement timeframe that would commence from the point at which the property is ready to be marketed,” said the submission.

“The proposed 20 business days (for refurbishment) is unworkable. In the interests of accountability, a position that has majority support from our members is a 60 business days maximum refurbishment period from vacant possession.”

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Facility Manager Latest industry developments Reporting Results

DCM Institute survey: average pay for Retirement Village Managers is $96K

Independent research by the DCM Institute has found that the size of a retirement village does increase the likelihood of a Village Manager earning more money.

The average salary of a Village Manager is $96,639 according to the survey by australiaonline.com which canvassed 186 retirement village and community managers across Australia. The pay of Village Managers in NSW and Queensland is virtually the same.

Those Village Managers working at communities with 200-plus units were paid on average, more than $33,000 more a year than a Village Manager in charge of a community with less than 80 residents.

There is very little difference in pay between the pay of Village Managers working for Not For Profits to their counterparts working at For Profits, with the For Profit Village Managers earning an extra $2,500 per year on average ($97,836 to $95,323 for NFPs).

The salary of a Village Manager in metropolitan areas is over $7,000 more than their counterparts in the regions.

But overall, only 38% of people surveyed said they were satisfied with their pay.

As the opinion piece states, the rate of pay is still below the average $110,000 wage for a property manager in Australia, which generally is less demanding.

The survey also found 24% of Village Managers indicated they did not want to be in the role in 12 months and 42% said they would not be in the position in three years.

There are 640 Village Manager positions (including maternity leave) available on seek.com.au, including roles at Arcadia, Aura Holdings, Eureka Group, Lendlease, Levande, MercyCare, Respect Group, Seasons and Summerset Group.

We will have more on the survey results in the Tuesday SOURCE over the next three weeks.

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Latest industry developments

Safeguarding Our Residents: World Elder Abuse Day

Every older person deserves to age with dignity and without fear. It’s time to stand up, speak out, and protect our vulnerable seniors from the horrors of elder abuse.

The United Nations designated 15 June as World Elder Abuse Awareness Day. It represents the main day in the year when the world voices its opposition to the abuse and suffering inflicted on older people

In our collective mission to ensure the well-being and safety of our residents, we use this Day as a timely reminder on the warning signs of elder abuse, and to emphasise the importance of implementing robust policies and procedures to protect our residents.

Understanding the Scope of Elder Abuse

The World Health Organization describes elder abuse as a violation of human rights and a significant cause of illness, loss of productivity, isolation and despair. (WHO 2002 Active Ageing Policy Framework). As such, it is an issue that affects not only the person who is impacted directly but also the broader community.

According to Maree McCabe, CEO of Dementia Australia, between two and fourteen percent of older Australians experience elder abuse each year, with potentially higher rates during times of isolation, such as the COVID-19 pandemic.

These statistics underscore the urgent need for awareness and an understanding of what action can be taken when one of the warning signs has been observed. Some key indicators include:

  • Unnecessary isolation: Look out for instances where an person is excessively isolated by a partner, family member, or friend.
  • Behavioural changes: Pay attention if an person starts disengaging from family members, community activities they’d otherwise attend, the communal areas, or other essential services. Such withdrawal may indicate underlying abuse.
  • Restricted access to support: If a person is being prevented from accessing potential support systems or modes of communication, such as phone or internet, it could be a red flag.
  • Financial irregularities: Be cautious if large debts start to accumulate on a resident’s monthly account, or if you hear about large sums of money missing from a someone’s account. Financial abuse is a common form of elder abuse.
  • Emotional distress: Take note if a person expresses hopelessness or makes threats of self-harm. Such indicators should be taken seriously and addressed promptly.

Taking Action and Seeking Assistance

In the face of elder abuse, it is essential to have resources readily available to provide immediate support. Here are several hotlines you can reach out to for assistance and guidance:

  • ACT: Older Persons Abuse Prevention Referral Line – (02) 6205 3535
  • NSW: NSW Elder Abuse Helpline – 1800 628 221
  • NT: Elder Abuse Information Line – 1800 037 072
  • QLD: Elder Abuse Prevention Unit – 1300 651 192
  • SA: Elder Abuse Phoneline – 1800 372 310
  • TAS: Tasmanian Elder Abuse Helpline – 1800 441 169
  • VIC: Seniors Rights Victoria – 1300 368 821
  • WA: Elder Abuse Helpline – 1300 724 679

Policy and Compliance:

Both the government and the retirement village sector recognise elder abuse as a critical component of resident services. It is essential for village professionals to have robust elder abuse policies and procedures in place. Compliance with the Code of Conduct and accreditation requirements necessitates a comprehensive approach to addressing and preventing elder abuse within our retirement communities.

DCMI Village management professional development participants have access to templates for Elder abuse policy and procedures in the online Resource Bank. Check out our new DCM Institute portal here.

World Elder Abuse Day serves as a reminder to prioritise the protection of our residents. By recognising warning signs, providing support, and adhering to established policies and procedures, we can collectively work towards creating safe and nurturing environments for our residents.

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Village Operator

Embracing Palliative Care Week: Supporting Residents, Families, and Staff

Last week was National Palliative Care Week, which aims to put “Matters of Life and Death” front and centre across Australia.

As dedicated individuals working in the retirement sector, you understand the importance of providing exceptional care to residents throughout their lives. Palliative care, especially during the end-of-life stage, plays a crucial role in ensuring comfort, dignity, and support for residents, their families, and your dedicated staff.

Today, we dive into this topic a little further and explore why it deserves our attention.

Creating a Supportive Environment:

In retirement villages, creating a supportive environment is essential for residents who require palliative care. Encourage the family to collaborate with healthcare professionals, including palliative care specialists, nurses, and counsellors, to create a comprehensive care plan for residents.

By fostering an atmosphere of compassion, collaboration, empathy, and understanding, you can help individuals and their families navigate the emotional and physical challenges that arise during this sensitive time.

Open Communication Channels:

Encouraging open and honest communication is crucial. Foster an environment where residents and their families feel comfortable discussing their concerns, fears, and desires. Regular meetings and one-on-one conversations can help establish trust and provide the necessary support.

Staff Support, Education and Training:

Invest in ongoing education and training for your staff, ensuring they have the knowledge and skills required to support residents and their families during this difficult time. Equip them with effective communication techniques, and emotional support skills.

As a Manager, you also need to be aware of how your staff might respond to palliative care occurring in your community, and provide them with access to the support they may need. An Employee Assistance Program can be quite useful when it comes to this.

Supporting Residents and Families:

Palliative care not only focuses on residents but also extends to their families, who play a vital role in the care journey.

Offer a listening ear, empathy, and access to counselling services to residents and their families. You do not need to be the counsellor, though it is recommended you be aware of support groups, bereavement services, and other resources that can help them cope with their emotions during this challenging period.

Palliative Care Week serves as a reminder that as Retirement Village Managers and Professionals there are options available to us to support residents, their families, and staff members during the end-of-life journey.

By taking the time to understand the options available to you, including fostering open communication, and providing comprehensive support, you can ensure that every resident receives the comfort, dignity, and compassion they deserve.

Just another way we can make a positive difference in the lives of those entrusted to our care.

For more information visit https://palliativecare.org.au/

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Facility Manager Key things to help you everyday

Professional Development Day Series Wraps Up

The DCM Institute recently concluded its first Professional Development Day series for 2023, leaving the prestigious Hilton Hotel in Sydney abuzz with village professionals eager to enhance their knowledge and skills.

In the words of James Wiltshire, DCM Institute’s Executive Director, “Residents want to know that their village manager is provided with the skills and knowledge required to do the job.”

The day was structured as an interactive workshop, delving into crucial topics such as asset management, resident committees, and providing a legal update from the DCM Institute’s trusted legal partners.

Kicking off the year, the DCM Institute aimed to address the topics that Village Managers had highlighted at the end of the previous year. Asset management took centre stage, as residents across the country expressed their desire for access to more detailed information.

Aidan O’Flaherty and Amanda Walker from Asset Journey led the session, exploring this critical issue from a best practice perspective. “The key is to have good information,” summarized Aidan, “so that we can make informed decisions around what to repair, what to maintain, and when to replace.”

Recognising the paramount importance of fostering strong relationships between Village Managers and residents, representatives from Residents’ Associations shared their insights nationwide.

These sessions provided an open platform for residents to voice their opinions on the role of Residents’ Committees and shed light on the challenges faced by both Village Managers and resident representatives. As one Residents’ Association representative pointed out, “While a Resident’s Committee is not a decision-making body, the goal should always be to cultivate a collaborative environment that allows the village to thrive.”

Keeping Village Managers informed about the ever-evolving legislative landscape, the DCM Institute partnered with industry leaders, including Jackson McDonald, O’Loughlin Lawyers, Minter Ellison, and Russell Kennedy. These legal experts shared state-specific updates on legislative reforms during the Professional Development Day series.

The resounding success of the Professional Development Day series was evident in the enthusiastic participation of Village Managers, industry partners, and residents alike. By consistently offering relevant and insightful professional development opportunities, the DCM Institute remains dedicated to equipping Village Managers with the necessary tools to excel in their roles.

The DCM Institute is already gearing up for the next series, scheduled to commence in late August.