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Trust with residents the goal for Retirement Living Manager at Respect (Southern Tasmania)

Maya Cuatt knows full well how important it is to build trust with our residents, and it is through this people-focused approach to care and support that she is making a positive difference to the lives of others.

She first joined Masonic Care Tasmania (now merged with Respect) a year ago, taking on the role as a key support for the day-to-day operations of their southern retirement living villages. In a busy role with a truly diverse array of tasks and responsibilities, she continues to be the ‘go-to’ contact for residents and their families.

“My role is chiefly about being there to support our residents – to help with whatever pops up, with whatever they want to talk about, and at the end of the day, providing them and their families with peace of mind,” she says. “I also liaise with prospective residents and their families too, so we can ensure more people in the community are being connected with opportunities to be a part of our villages.”

Maya is no stranger to juggling diverse responsibilities, while coordinating various facets of customer-centred care. Prior to joining, she worked in hotels and tourism. With the industry impacted significantly during the COVID-19 pandemic, Maya was looking for a change – particularly a role that would allow her to “give back”.

12 months on and Maya reflects that the most rewarding thing about her current role is the warm relationships she has fostered with residents and their families.

“When I first started with our southern villages, I think residents felt they needed some extra focus and love. They had been through a really challenging time with the tail-end of Covid and many were feeling unsettled,” she says. “However, I felt very fortunate to have been greeted so warmly by residents, who were so open when I started in the role – and things kept improving from there.

“I feel so lucky to have been welcomed into their homes and their lives. That is the most rewarding part of my job – being able to contribute to the sense of family we have built across our villages.”

Key to this positivity is trust, and Maya says that cultivating a sense of confidence and connection continues to be a key component of her role, and her approach to work each and every day.

“For me, it’s about being there for them, and then getting things done, as a large component of the role is coordinating maintenance and trades. That’s what residents appreciate and that’s what gains their trust,” she says. “I’m always on-hand and available to listen to anything residents and families want to discuss, and then workshop ideas with them, so we get the right outcome for everyone.”

Looking to the future, Maya says that a key area of focus for the southern villages will be continuing to strengthen their connections across the community.

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