Meet Village Manager of the Year: Keyton’s Leanne Zannoni

Leanne was crowned Village Manager of the Year at the National Retirement Living Awards 2024 at The Star, Gold Coast.

She spoke to DCM Group Content Editor Ian Horswill:

Tell me about becoming a Village Manager? What did you do beforehand in terms of jobs?

For the past 35 years, I’ve built my career in the hospitality industry, primarily in hotels and airlines, holding various management roles. When the COVID-19 pandemic hit, my position with the airline was made redundant. Fortunately, a friend working at Lendlease suggested I apply for an available role in managing a small village and serviced apartments. Seeing this as a valuable opportunity to broaden my industry knowledge, I eagerly pursued the position through the recruitment process.

What year did you become a VM? Or did you start as an Assistant VM?

In 2021 I started as a Village Manager

Can you recall your first day? How bad was it?

I vividly recall my first day. The outgoing village manager was incredibly generous with their time, but what stands out most is the afternoon tea I shared with the residents, who playfully tried to guess my age. It turned out to be a delightful icebreaker, filled with laughter and camaraderie. That experience left me feeling confident that I could handle the role and that we would have a lot of enjoyable times ahead.

What do you love most about being a Village Manager?

Every day as a Village Manager is unique, and that’s what I enjoy most. From financial management to sensitive conversations with families needing higher levels of care for their loved ones, the role demands versatility. Yet, the greatest satisfaction comes from conversing with residents about how we can enhance their experience.

Is the role of VM changing?

The role is evolving rapidly; even in my brief tenure, I’ve witnessed shifts in both our responsibilities and the demographics of our residents. What was once considered standard is evolving, necessitating innovation in our offerings and activities. It’s crucial for the industry to clarify the distinctions between Retirement Living and aged care as these evolve.

What advice do you have for someone thinking of entering the sector who’s looking to be a Village Manager?

Considering a career as a Village Manager involves more than just managing facilities, overseeing resident services, handling financial aspects, and fostering community engagement. It also requires regular interaction with residents, their families, staff, and possibly external stakeholders.

This role entails challenges such as managing complex resident needs, handling emergencies, and balancing operational demands. Developing problem-solving skills and resilience is crucial to effectively manage these situations and positively impact the lives of older adults and their families.

The senior living sector is evolving, with changing resident expectations and industry innovations. Being adaptable and open to new ideas will be essential for navigating and thriving in this dynamic environment.

Becoming a Village Manager can be incredibly rewarding and fulfilling, particularly if you have a passion for working with older adults and creating vibrant community environments.

Could you tell us a little more about your village?

Forest Hills, located in Nunawading, Melbourne, recently marked its 40th anniversary. Our village boasts 110 Independent Units, and we’re currently transforming 40 serviced apartments into 25 independent living apartments, along with additional community spaces and allied health rooms.

The recent refurbishment of our community centre has been a remarkable transformation, enthusiastically embraced by residents who are enjoying an expanded array of activities. Our lush gardens are meticulously maintained by our dedicated small team, of whom we are very proud.

Do you gently encourage residents to take responsibility for their own pursuits, such as outings, or clubs?

I strongly encourage both new residents and long-time residents to maintain their independence at the village. It’s crucial for them to nurture their friendships and engage in activities close to home. We organise weekly outings, always seeking input from residents about their preferences and interests. This is particularly vital for those who do not drive, ensuring they remain active and connected within the community.

Is the village endorsing/participating in Keyton’s wellness program? Could you elaborate if possible.

We actively support and participate in Keyton’s wellness program at Forest Hills. This year, we initiated an intergenerational program with Blackburn Lakes Primary School, hosting fortnightly gatherings with 17 students and teachers. This initiative has sparked enthusiasm among residents who previously weren’t involved in activities, boosting their self-esteem and reducing feelings of isolation.

Another favorite among residents is the Keyton inter-village trivia event, offering both fun and mental stimulation.

Additionally, our introduction of Chair Chi and Tai Chi classes this year has been a significant success, promoting physical and mental well-being, particularly benefiting those prone to anxiety through breathing exercises. 

We also find great value in the information compiled by the wellbeing team for each session. This helps keep residents informed about changes and empowers them to take better care of their health.