Emma, who has been employed at the operator of Retirement Living, Residential Aged Care and Rental Accommodation services across Western Australia for over five years, was named WA Village Manager of the Year at a Property Council industry event in Perth last Wednesday (13 March).
I am deeply grateful for the guidance, inspiration and unwavering support of my colleagues at Masonic Care WA
Emma Benjamin, Village Manager, Masonic Care WA
“Working alongside such a dedicated group not only supports me, but it also inspires me to strive for excellence on a daily basis.”
A formoer mortgage and finance broker, Emma is now a finalist for the National Village Manager of the Year award, competing against:
At DCM Institute’s recent professional development days, the UN’s 2030 Agenda for Sustainable Development was touched on when discussing the topic of Sustainability. The 2030 Agenda contains 17 goals – one of which is gender equality.
The growing international women’s movement has helped make International Women’s Day a central point for action, to build support for women’s rights and their full participation in the economy, politics, community and in everyday life.
Last year, a survey by DCM Institute identified that 70% of Village Managers across the country were female. In 2020, the DCM Group’s National Resident Survey identified 63% of residents living in retirement villages were female.
Today is a timely reminder to reflect on the pivotal role women play in retirement villages across the country – not just from the perspective of day-to-day management, but also from the lens of the wider resident population, and the contributions made to the various committees and organising groups formed.
In 2024, the theme for is ‘Count her in: Invest in women: Accelerate progress’, looking to raise awareness of the benefits of investing in women as a cornerstone for building inclusive societies. Progress for women benefits us all.
What has been pleasing to see through DCM Institute’s purpose of lifting professionalism within the retirement village sector has been the ability to celebrate the achievement of some amazing women across the country. Not just through the achievement of many who have joined the 1,000 Points Club, but also in hearing the recognition these professionals are getting within their businesses, within the wider business communities, as well as within their own communities.
Some fantastic stories we look to share more of in the weeks ahead through our FRIDAY newsletter.
About International Women’s Day
The first International Women’s Day (IWD) was held in March 1911 as a day of collective global activism and celebration that belongs to all those committed to forging women’s equality.
The story of women’s struggle for equality belongs to no single feminist nor to any one organization but to the collective efforts of all who care about human rights.
Gloria Steinem
International Women’s Day is celebrated in many countries around the world. It is a day when all women are recognised for their achievements. International Women’s Day was first born out of labour movements at the turn of the twentieth century in North America and across Europe.
Since those early days, International Women’s Day has grown in prominence and reach, touching women in every corner of the world. The growing international women’s movement has helped make International Women’s Day a central point for action, to build support for women’s rights and their full participation in the economy, politics, community and in everyday life.
Introducing Bec Mitchell (pictured above), Village Manager at Bethanie Warwick and Joondanna, northern suburbs of Perth, Western Australia, and part of DCM Institute’s exclusive 1,000 Club.
Did you have other jobs/a different career before becoming a Village Manager?
I undertook TAFE studies in my younger years and become a Careworker. I have always had a passion for helping others. Acquiring a background in aged care proved invaluable, offering insights into the challenges associated with ageing and the available support systems.
I transitioned from a Careworker role to administration in aged care, successfully completing valuable administrative courses, and subsequently advancing into Village management.
Additionally, my involvement in the recruitment and management of volunteers has provided me with a comprehensive understanding of the resources accessible within the community.
What do you enjoy most about your role and the one thing that has surprised you about it?
I find great happiness in bringing smiles to my residents.
It’s especially meaningful when you realise that for some, you might be the sole person they interact with that day, particularly those who have limited social connections or family. One surprising aspect of my role has been the wealth of knowledge I’ve gained about Perth and its history through interactions with our residents. I love having a cuppa with residents and hearing about their life stories.
Bec Mitchell (centre) joins fellow Western Australia’s 1,000 Club members in recieving their awards from DCM Institute Executive Director James Wiltshire (far right) and DCM Institute Operations Manager Tiffany Folbigg (far left).
What have you gained from the DCM Institute’s Professional Development Program?
I have acquired valuable insights into managing Village affairs, including skills in conflict resolution and navigating challenging discussions.
How do you manage your time to ensure you can balance responsibilities to residents and your operator, with your own learning and development?
I keep a running to-do list and prioritise my workload. I schedule specific blocks of time during my work week especially for my learning and development. This helps me stay organised and manage my time effectively.
The one thing you would tell anyone thinking of being a Village Manger.
You will always be learning new things, no one day is the same.
John Neill, who manages Levande’s Somerton Park, Brighton and Fullarton villages, was awarded SA/NT Village Manager of the Year at a Property Council Retirement Living Outlook event in Adelaide recently.
“It is an interesting time for the industry,” John said.
“With a younger group of people looking at retirement living, it will be interesting to see how the industry evolves over the next five to 10 years.”
He added Levande has “fairly ambitious targets ahead and obviously there is the wellbeing side of things and integration of care”.
Leanne Zannoni, who manages Keyton’s Forest Hills Retirement Village in Nunawading, a suburb 18km east of Melbourne’s CBD, said her team at Forest Hills “have been through a journey the past 12 months and there is another big 12 months to come.”
“My journey in retirement living over the past three years has been a short one so far, but a lovely one and I couldn’t have done it without the support of so many people that I have met and who have supported me,”she said.
“Thank you to the Keyton team, we have had a big year, and our executive team has been amazing.
“They have led with heart, supported everyone along the way and we couldn’t have done it without them.”
In the running for the National Village Manager of the Year, John and Leoni will join:
Jodie Shelley, ACT/NSW Village Manager of the Year;
Leanne Zannoni, VIC/TAS Village Manager of the Year, and
Stephen Pether, Queensland Village Manager of the Year,
This year’s national winner will be announced at the National Retirement Living Awards on the Gold Coast in June.
The RLC has just released a 48 page policy argument for the government and the Federal Department of Health and Aged Care to recognise that retirement villages already provide home support and that a small number of policy changes to the Community and Home support funding programs can save the Government $100 million a year.
The concept of Shared Care is to take a small portion of a large number of village residents’ Community and Home support packages and apply those funds to the full village, which would deliver economies of scale and investments in wellness supports for all residents.
An example would be instead of say 10 residents each utilising their individual home support packages to be individually taken to the shops to buy their groceries, part of those funds would be used to fund a village bus trip where one bus and one driver takes 10 people to the shops.
Another example would be for the collective funds to pay for a village nurse, who would not only look after people on Government-funded Packages but also the other village residents and with the better health support, more likely arrest their pending acuity.
The report also points out that village operators already deliver many of the common services under a Community or Home Support Package, such as home modifications, transport to medical and recreational events, meals and meal preparation, assistive technology and domestic assistance.
Under a master Home Care Package, why can’t the village expand the delivery of the services and be compensated? The result would be cheaper than a resident receiving the services from an outside home care provider.
There is a long way to go before Shared Care may be fully embraced by Government, but elements could be announced as early as the May Federal Budget.
The major achievement is that the Department, therefore the Government, is recognising the role and the opportunity of retirement villages deliver in the care journey.
The RLC is recommending a trial or pilot. The hope is that can commence soon so that when the new Support at Home program commences in July 2025, there is a platform to expand on.
The sector has moved a long way in the last year or two. And this is needed, because as we reported last Thursday in The SOURCE, in the nine months to September 2023 just 520 new aged care places were added in Australia compared to the Government’s estimate of 8,800 required every year.
Retirement village ‘beds’, with professional support, can go a long way to fill this gap with the benefit of Shared Care.
Participants in DCM Institute’s Professional Development Program have access to an exclusive webinar ‘Home Care in Retirement Living,” later this month.
The purpose of this webinar is to look at the different ways in which Home Care works in a retirement village setting. We have invited two subject matter experts to provide guidance on the options available to them, and to explore the models that are currently out there across the country.
Jim had been a member of the RVRA (Retirement Village Residents Association) Board since 2014, President from 2017 to 2021 and since then has been serving as the Immediate Past President.
The strong relationship the sector has with the Residents Association has with the sector in NSW can be attributed to Jim’s work during his time as President of the RVRA NSW.
He had become a very good personal friend, generous in his time and enthusiastic support of all things that supported retirement village residents and in life in general. He freely gave his time to speak at multiple DCM Institute events, our Village Summits, our LEADERS SUMMITS, our research projects and general background on editorial matters.
We will miss him.
Craig Bennett, President of the NSW RVRA, joins in to say “All those who knew Jim realised that he was a special person – a counsellor, friend, confidante. And most notably a passionate defender of the rights of residents in retirement villages in NSW.”
The members of the Board are going miss his presence, his smile, his fervour and we ask that you keep Jim’s wife Mary and his family, in your thoughts and prayers at this time.
Craig Bennett, President of the RVRA NSW
Judy Mayfield, President of the ARQRA (The Association of Residents of Queensland Retirement Villages), said was with much sadness when it heard of Jim’s passing.
Jim worked with both government and industry to present the views of residents and to ensure that their opinions were heard and respected, he contributed to the work of the national Retirement Village Residents’ Association (ARVRA) and was always willing to share his ideas with the other State presidents.
Our thoughts and prayers go out to his family at this difficult time, he will be missed by all who knew and worked with him.
Judy Mayfield, President of ARQRV
John Beagle, President of the ACT RVRA, said it is shocked and saddened at Jim’s death.
Our organisation owes its existence to the unfailing guidance Jim provided to assist us to regenerate after COVID-19. Jim was asked the best way to try and become a viable RVRA.
Over a period of many months, he provided the essential knowledge we needed. This culminated in Jim being the keynote speaker at the first ever Forum held in the ACT for existing and potential RV residents.
His presentation was excellent and extremely well received. Up until the week before he became ill he was still providing wise and considered counsel. We will miss him.
Vanessa Clarke from the Office of Ageing Well speaking at DCM Institute's Professional Development Day in Adelaide on 27 February 2024
The Bill introduces a series of proposed amendments to the existing Retirement Villages Act 2016 (SA) to provide greater clarity to operators on several matters and to safeguard the rights and interests of residents.
The key changes under consideration:
Enhanced Registrar Powers: The Bill suggests providing the Registrar with additional information-gathering powers to strengthen oversight.
Increased Transparency in Contracts: Residents can anticipate more detailed residence contracts and disclosure statements, ensuring a clearer understanding of their rights and obligations.
Mandatory Terms in Residence Contracts: The introduction of mandatory terms for all residence contracts will standardize agreements across the sector.
Deposit Regulation: The Bill proposes regulating the taking of deposits, imposing a cap of $5,000 to prevent excessive financial burdens on residents.
Shortened Buyback Period: The statutory buyback period is set to be reduced from 18 months to 12 months plus 30 days, offering quicker resolution for departing residents.
Controlled Recurrent Charge Increases: Restrictions on recurrent charge increases to CPI where contracts lack a fixed amount or formula.
Sinking Fund Contribution Limits: A cap of 1% of the unit’s current market value per year, not exceeding 12.5%, is proposed for sinking fund contributions upon departure.
Limited Alteration Refusals: Grounds for operators to refuse consent to prescribed alterations in a resident’s unit will be restricted.
Safety and Insurance Obligations: New obligations regarding village safety and insurance will be introduced for operators.
Restricted Scheme Terminations: Operators will face limitations on terminating a retirement village scheme in ‘part’.
Expanded Tribunal Powers: The SA Civil & Administrative Tribunal is set to gain enhanced powers to hear and make orders about retirement village disputes.
Mandatory Training Requirements: Village operators and staff will be required to undergo mandatory training.
Codes of Conduct: The Bill provides for additional codes of conduct to be observed by village operators, managers, staff, and residents.
The Bill remains with the South Australian Parliament with the proposed amendments to take effect at a date to be determined.
Speaking at DCM Institute’s recent Professional Development Day in Adelaide, Vanessa Clarke from the Department of Ageing Well noted that following proclamation, her team would still need to work on the accompanying regulations – which would take some time, and require further consultation.
DCM Institute’s industry partners, MinterEllison, are urging village operators in South Australia to carefully consider the Bill, make any necessary changes to their village contracts, and assess potential impacts on operations. This is to ensure they are prepared when the amendments commence.
Presented at the recent Professional Development Day held at the Pullman Hyde Park Sydney, the Award is in recognition of Patrick and Chelsea reaching the 1,000 points milestone for their professional development journey with the DCM Institute.
“It is a real privilege to be able to recognise the achievement of Patrick and Chelsea in front of their peers,” said Tiffany Folbigg, Operations Manager for the DCM Institute.
“They join a growing list of village professionals who we have welcomed into the 1,000 Club over the last two years. Professionals who are committed to their own development and success as a leader in their businesses.”
How professional development points work
Each person enrolled in DCM Institute’s Village Manager Professional Development Program accumulates points for the completion of topics and attendance at virtual and face to face events, such as Professional Development Days and Village Summits.
These Professional Development Points sit on an academic transcript that participants can access through the Knowledge Centre and serve as a record of a person’s accomplishment during their ongoing enrolment in the wider program.
Always treat your employees exactly as you want them to treat your best customers.
Stephen R. Covey, ‘The 7 Habits of Highly Effective People’
With Employee Appreciation Day just around the corner, it’s a timely reminder for Australian businesses to step up the recognition of their hard-working employees.
Employee Appreciation Day is an excellent opportunity to show your team how much you value their efforts. With recognition so closely tied to retention (and recruitment), it’s critical that you take the time to create bespoke, meaningful ways to celebrate this occasion within your unique workplace.
While Employee Appreciation Day is celebrated on one day, it’s principles should be upheld all year long. By reinforcing a positive work culture that recognises achievements, you can uplift your employees to reduce stress, increase productivity and boost motivation to help you exceed your organisational goals.
How to show appreciation on Employer Appreciation Day
Don’t forget, a little appreciation goes a long way in fostering a happy and motivated workforce. By leveraging Employee Appreciation Day in Australia, you can show your team how truly valued they are.
88% of Australian employers are concerned about their company’s ability to retain employees in 2024.
With reasons spanning everything from competition (26%) to heavy workloads (25%), non-competitive salaries (21%) to burnout (20%), it’s clear that employees require more focus than ever before*.
Celebrations don’t have to be complicated but they do have to be meaningful. If you’re wondering where to start, consider some of our suggestions below:
Say ‘thank you’ Sure, it sounds simple but vocal appreciation is super important.
These two little words not only make employees feel valued, they also help to set a great example for positive reinforcement in the workplace.
Cultivating a positive work environment helps to boost productivity and the wider employee experience.
DCM Institute wants to say THANK YOU to all our participants who attend our Professional Development Days and Masterclasses and are committed to continuing their professional development journey with us through the use of the Knowledge Centre.
In introducing James to his members, Ron Chamberlain (pictured right), President of WARVRA, spoke of how important it is for residents to understand the complexity of the Village Manager’s role.
We recieve a lot of enquires from members about what the role of the Village Manager is.
Ron Chamberlain, President, WARVRA
Drawing on more than two decades experience in the sector, James spoke about how the role of the Village Manager has evolved into something that is quite complex.
“The role of the Village Manager is not something you can learn at University,” James said.
James took those in attendance through the competencies expected of Village Managers, noting the ideal person is someone skilled in business administration, people management, asset management, workplace health and safety, legislative compliance and, most importantly, resident experience.
They need to be able to manage a P&L and be solution-oriented problem solvers – not to mention the ability to sell in some instances.
You would struggle to think of a business that requires such a broad skillset from a single individual.”
James Wiltshire, Executive Director, DCM Institute
Interestingly, when the room was asked if they would want the job of a Village Manager, it was a resounding ‘no thank you.’
DCM Institute Professional Development Day in Perth, February 2024
The presentation also took those residents in attendance through some of the sector-leading work the DCM Institute has been undertaking with the psychometric and aptitude testing of Village Managers across the country.
This piece of work allows operators to understand the capabilities of their Village Management team and identify areas for growth and improvement through DCM Institute’s professional development program.
The presentation was part of WARVA’s commitment to its members to help them understand the role of the village manager and improve the relationship between residents and the administering body (the operator.)
