News Monitor No. 60
The RVA is running a series of interviews with the 2010 regional Manager of the Year winners. This week we meet village manager Debbie Searle. Debbie manages Aveo Greenleaves in Queensland. She recently became the winner of the Manager of the Year for QLD.
Debbie Searle in the centre after winning Manager of the Year
How did you become involved in the retirement village industry?
I was first introduced to the aged care industry 30 years ago when I was living in the Hunter Valley. Whilst I didn’t work long in that environment, the training I received gave me good grounding in understanding the aging process and I found I enjoyed listening to and caring for that particular age group and I had an affinity for them.
After many years raising a family and then working my way up the corporate ladder in community based organisations, I found myself in a position of wanting to change vocation so I commenced with AVEO in a part time role at two villages. Hence I found myself back in the same industry 30 years down the track, however now I have a lot more to offer to the industry and to the people I work with through experience and training.
What have you learned from the residents at your village?
The residents have taught me that it is never too late for anything! Marriage, PhD’s, travelling overseas alone at 90, getting your learner’s, starting a business and learning new skills. They are an amazing group of people.
What do you find most rewarding about the job?
What I find most rewarding in this job is assisting residents to enjoy their life. Whether it is solving a problem, reframing something to allow them to see it in a more positive light, bringing new activities into the village or just being a listening ear, to applying first aid and co-ordinating projects and maintenance all within budgetary and time constraints.
The diversity of the community and its challenges allow me to utilise my creativity that enables a happy, stable village, which in itself is very rewarding.
Has the industry and your job changed over the years? If so, how?
I have only been in this industry for just over two and a half years and in a managing role for 19 months. I have already seen how much the administrative tasks have increased. The results of this however are beneficial and ensure a higher level of compliance, and a safer, more user friendly village.
What do you find most exciting about the industry?
As my family has five generations alive at present, I see first-hand the differing generational views of retirement living.
My 95 year old grandmother has just gone into care and my parents expect to stay in their own home until they die whereas I and my children see retirement villages as a viable option down the track (or they do for me)!
What I find most exciting about the industry is the challenge of how we take the current perception of the retirement village and evolve that to entice and encompass future generations by exceeding their expectations?
News Monitor No. 59
This week we meet village manager Jill Van Blommestein. Jill manages Lakeside Village in Bibra Lake WA. She has been with Lakeside Village for nearly nine years and recently became the winner of the Manager of the Year for WA. Jill has also a Diploma of Business (Village Management), which she received in 2006 and also serves on the National Accreditation Committee.
Jill Van Blommestein after winning Manager of the Year
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Lakeside Retirement Village?
Lakeside Village is located directly opposite Bibra Lake, home to a diverse range of bird life and wetland vegetation. It is a village where you can enjoy community living and a tranquil lifestyle. Here, you’ll find everything you desire right outside your doorstep. There’s always something happening at the clubhouse and beyond the village is a natural wonderland waiting for you to explore.All this is only a short drive away from shops, restaurants, cafes, cinemas and all the amenities you need. You couldn’t be more connected.The setting is beautiful, spacious walking paths connect gardens that are green and brimming with life. This is a place you’ll be proud to call home.At Lakeside Village you’ll have everything you need to enjoy the lifestyle you want. You may wish to get involved in the singing group or acquire your own individual garden plot in the Village’s vegetable garden. If you want to spend more time exercising, Bibra Lake is a stunning backdrop for cycling and walking.The clubhouse is always buzzing with activity. Get in touch with your creative side in the workshop. Head outside for a game of lawn bowls on the green or enjoy the afternoon sunshine in the barbecue area overlooking the pool.
Can you tell us a bit about your background and how you came to be involved in the retirement village industry?
My background originally was in finance. On my arrival to Perth from South Africa some 22 years ago, I was fortunate enough to be employed by another organisation in the aged care industry. Although my position originally included writing books of accounts for three hostels and three retirement villages, it wasn’t long before I became involved with the residents.By listening to them, I realised that I could implement initiatives that could make an impact on a better way of life for them. I was employed there for some thirteen years leaving in the position of director of corporate services before I decided that I needed to take on different challenges. I still wanted to work within the industry and was fortunate enough to take up the position as village manager with Lakeside Village where I am and have been since November 2001. I choose to work in the retirement village industry because I have always had a good rapport with people in the category of the retirement village industry age group, and I consider that I have something to offer them in the way of support and encouragement. This occupation has been the most rewarding one I have ever realised and has become a labour of love, and I feel that this is the perfect niche in which I belong.
How has accreditation helped to improve the standard of the village eg marketing, corporate governance etc?
Lakeside Village has been re-accredited three times now and is now currently in its fourth term.There are many exciting factors in this industry as each day can bring new and varied challenges. Apart from the quantity of legal matters, legislation and financial management requirements, there is the ability to meet the demands of a constantly changing market place.I believe accreditation is a must for all retirement villages to achieve the highest standards set by the industry, promoting and enhancing quality assurance and best practice standards. It can reassure residents and prospective residents that the village has gone through a rigorous program developed to promote quality assurance and best practice in village management.
What have you learned from the residents at your village?
From spending time and being involved with the residents at Lakeside Village, I have learned much from the residents .The main points of which I have realised include having good communication skills being a good listener, showing great empathy, having a great sense of humor and to be consistent and ensure you follow through all matters of concern and give the appropriate feedback. I have also discovered that many of our residents like to be actively involved with all aspects of village life in which I encourage as well as being involved within the wider community.
How do you help new residents adjust to life at Lakeside Village? Here at Lakeside Village, prospective and incoming residents are most welcome to share our facilities prior to thinking or moving in giving the opportunity to mix and talk to other residents. Everyone is welcome. Lakeside Village has much to offer on the social scene. Besides the normal day to day activities, we also organise other fun ongoing functions.Recent events have included quiz nights, a Tom Jones tribute show and a murder mystery night. On arrival, new residents receive a beautiful food & wine hamper, a welcome pack, which gives detailed information on all aspects of village life as well as being instructed on the use of the emergency call system and our emergency evacuation plan.All new residents have a choice of either meeting other residents and being especially invited to a morning tea or meet up at a happy hour, although some new residents prefer to take their time to adjust before meeting other residents. Whatever their needs they are always adhered to and respected.
What have been some of your greatest challenges?Every year I set myself challenges to benefit Lakeside Village. In the past I came up with the initiative of producing a community calendar. The Lakeside community calendar was a project in providing a catalyst for broader community involvement with the village, and vice versa, encouraging residents to interact with the wider community.The photographs of residents engaged in various activities in the community were aimed to challenge common perceptions of aging. The photo shoots included residents at Adventure World, at the beach, tree planting, Native Arc, learning tae kwon do, participation with primary school students at their assemblies etc.A huge challenge last year was to organise Lakeside Village, which comprises of nine Strata Companies within themselves comprise of three retirement village entities. I had to provide the necessary guidance to residents as they tackled voting and implementing amendments to the by-laws of each Strata company to allow the installation of photovoltaic panels. I had to obtain nine separate votes each requiring a resolution without dissent, in which I succeeded. More than two thirds of our residents now enjoy the benefits of solar heating.This year’s challenge, I entered Lakeside Village into the 2010 IFAP/CGU Safeway Awards to achieve a silver or gold Status. This award is designed for organisations whose commitment to safety and health can be measured by the effectiveness of their occupational safety and health management systems. Our OH&S team at Lakeside is very much committed in this field and we wait in anticipation for the outcome, which will be announced next month.
News Monitor No. 58
The RVA is running a series of interviews with the 2010 regional Manager of the Year winners. This week we meet VIC/TAS regional winner, Christine Smitten of Lexington Gardens.
Christine Smitten receiving her award for winning Manager of the Year
Christine Smitten receiving her award for winning Manager of the Year
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Lexington Gardens?
There are many attractive life style features here. When people walk into Lexington Gardens they tell me the village has ‘a good feel to it’. This I believe is because the residents are happy in their lives at the village.
The residents work hard in planning great variety social activities to suit all tastes. In regards to the attractive features, the design of the community centre creates intrigue as one turns many corners when exploring the village. The community centre is massive with spaces designed to accommodate a hundred plus people at any one time in areas such as the auditorium and the dining room.
The billiard room contains a full sized table and the massive work shop is a dream come true for men and the 25 metre pool, spa and hydro therapy pool are outstanding. The huge expanse of gardens is lovingly cared for by residents and these are very beautiful.
All of this is at exceptionally low purchase prices and monthly fees. What more could you want!
Can you tell us a bit about your background and how you came to be involved in the retirement village industry?
Until I was approached by the marketing director at Becton Property Group I had no knowledge of the retirement village industry nor did I have any intention of leaving my position.
My whole life’s work experience has been in health care with a focus on dealing with people, accreditation, continuous improvement, customer service, working in a competitive environment, developing systems and policies, so it seemed all these were transportable to another industry. Money was not the option but I would be closer to home, which was attractive so I made the move to retirement.
It has been a great move. I have found working in a retirement village a very rewarding, meeting amazing people who have contributed to Australia as we know it, as well being happy and positive place to work. I have made some great friends in the work environment.
As a manager I have a mindset that one can never have enough knowledge to compliment their work. Part of my role in the 1990s was employing registered nurses with university degrees so I believed I too should have a Bachelor of Nursing as I had trained under the old hospital system. I decided to enrol at Monash University and undertake a conversion course.
Following this I had the bug for study so then I completed a Graduate Diploma in Business Management and then commenced a Masters in Business. Now I think I must have been mad as I managed to work fulltime with two small children and I attended night classes twice a week for five years.
Last December I completed Cert. 1V in OHS and recently I undertook a six week course to up skill in Excel.
I am a current member of the ARVA Standards Committee and prior to this appointment I was a member of an ethic committee.
How has accreditation helped to improve the standard of the village eg marketing, corporate governance etc?
In all of my employment positions, I have been exposed to continuous improvement. The basis for any business to achieve an accreditation status is through a robust continuous improvement program.
Accreditation in any business is only meeting the minimal accepted standards so there is always room for improvement. If we are able to achieve something better than the minimum, we should give it a go.
I view the accreditation process as a fantastic management tool because it assists you in constantly monitoring your own performance as well as the village’ status. Resultantly it ensures meeting compliance requirements as well as prompting one to question whether the processes we are using now are still meeting the residents and village’s needs.
A continuous improvement program does not need to be complicated. We use a simple method of identification then the plan/do /check/ act process followed by a review of the implemented changes.
The key component for continuous improvement to be successful is the staff buy-in otherwise it becomes the manager’s improvement program as they become the only contributor.
What have you learned from the residents at your village?
Everyone has an amazing story tell whether it is one of survival in the war years or having the foresight to take a business risk that has shaped the society in which we live, or struggling to give their child an education. These stories, no matter how simple, complex or full of twists or turns, are all very special.
How do you help new residents adjust to life at Lexington Gardens?
Initially a prospective resident is invited to try village life, for example, dining in our dining room on a Friday night, visit the bar, or one of the themed nights. New residents are always welcome to visit as often as they feel necessary, for example to measure up rooms for new furniture or to check fittings in the apartment or just call into say hello.
Prior to the settlement date we try to coordinate and assist as much as possible as we recognise that moving house is one of the most stressful of life activities. Although we are meticulous in planning and preparing for the move in, little things can go wrong so we have these issues rectified as quickly as possible.
A comprehensive manual regarding the village is provided to each new resident and on the day the new resident moves in, the resident is introduced to the emergency response person who demonstrates how the emergency call system actually operates. At this time any other queries can be answered or referred to the appropriate department.
New residents are invited to have their family members or friends join them for a complimentary meal in the first few weeks of settling. Special tea/coffee mornings are held every three months so new residents can meet other new residents as well as staff and key residents, for example residents advisory committee members and others representatives and groups e.g. bowls, social committee, work shop, bar etc.
Regular information sessions are also held to review the resident’s information book
The new resident’s neighbours are also contacted to advise of new a neighbour. New residents are noted in the monthly newsletter. All staff are available to assist with any queries.
What have been some of your greatest challenges?
When I arrived at Lexington Gardens some residents had been used to making their own decisions. We have a philosophy whereby residents and management work together in decision making for the benefit of the entire community.
Long standing issues that had not been addressed causing resident unrest and distrust have now been resolved. E.g. numerous pot holes on the village roads have been repaired so they are no longer trip hazards and a lift in one of the residential areas had a long, long history of breakdowns and this was investigated and repaired.
News Monitor No. 57
The RVA is running a series of interviews with the 2010 regional Manager of the Year winners. This week we meet NSW/ACT regional winner, Tim Bentley of Living Choice Broadwater Court.
Tim Bentley
The village is located in a picturesque and naturally beautiful site on the Central Coast, between Gosford and Avoca Beach, only one hour from Sydney. It has been designed for people who are retired from work, but not yet ready to retire from living.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Living Choice Broadwater Court?
I would have to say one of the first things that struck me when I visited Living Choice Broadwater Court in the lead up to my appointment as Village Manager was the variety available to residents in terms of the lifestyle they can enjoy. The village is set across five stages, in different locations in the central coast town of Kincumber. Each stage has its own community centre and with it, its own uniqueness.
I have lived on the central coast since 1974. The area is a popular destination for Sydney holiday-makers; however it is a destination for people from all over the country. Sydney is just over an hour away and many of our residents have family there. Residents often tell me, “We have family up from the big smoke this weekend”. The weekend then becomes an opportunity for our residents to showcase this beautiful area and for their family to enjoy and relax in the village. Comments from family and friends are often along the lines of, “I could get used to this”.
The central coast is an area where 18 percent are aged over 65 and 20 percent under 15 with an average age of 40 years. The village is located just minutes to some of the most beautiful waterways in Australia. We have a small boat which residents can use to explore these waterways at no charge. Living Choice Broadwater Court provides a safe environment with architecturally designed villas on a level environment. The area has tremendous community spirit and our village residents tap into that spirit and are very much part of the community.
Our art class donates all art work to the local Hospital Art Group, who forward the works to nursing homes and hospitals for patients to enjoy. Our village bus is used by residents regularly to take advantage of the beauty of the central coast. New residents who move in have come to me with one common complaint. “We should have moved in five years ago.”
Our activity calendar for September is seven pages long. I do wonder sometimes how residents fit it all in. Residents can join our snooker club, woodwork group, get fit in one of the two heated indoor swimming pools, relax in one of the three spas, walk a mile or two in any one of the three gymnasiums, read a good book in the library or browse the Internet in our computer kiosk. Some get so busy they need to take a holiday.
I do like seeing residents enjoying the lifestyle in the village, going on outings and attending social groups. It is also great to catch up with them at happy hour where I see first-hand how they enjoy Living Choice Broadwater Court.
Can you tell us a bit about your background and how you came to be involved in the retirement village industry?
Previously I worked in the photographic industry for almost 30 years and owned a photographic retail store on the central coast. The industry turned volatile when digital cameras were introduced in the late 1990’s. With the big players like Harvey Norman and Big W fighting for market share through discounting and the realisation that the industry was changing fast, I started to explore other industries.
My business had 12 staff and was one of the largest retail/service stores in the state. I had an inner confidence I could use my retail skills and customer service experience in another industry. As I explored careers and realised I would be making a life change from self-employment to employed, I appreciated the change would bring new drive to my ambitions. I have a business and retail background which is similar in terms of customer service to the Retirement Village industry. However it is also completely different, so I needed to address the very steep learning curve placed before me.
My previous business was primarily problem-solving. I ran a busy photographic retail sales/service business where consumer demands ran high. The important issue for me in this transition was self-confidence without arrogance. I simply wanted to transfer my skills to an industry where I knew I could make a difference for people. I set about making positive changes from day one. Taking on the management of a village with over 370 residents was a long way from a photographic retail store employing 12 staff.
I was challenged also by the vastness of the village. Spread out over five stages and over 28 acres of land within Kincumber made for a geographical mountain to overcome. My goal was to transfer my skills to an industry where I could make a difference to individuals. When I found the Retirement Village industry, I knew I had met my match. It has been, and is, an exciting challenge to work in the Retirement Village industry.
What have you learned from the residents at your village?
I have engaged in many conversations with residents where I have been humbled by their life and what they have achieved and stood for. Life throws its challenges to all of us however I will never live through the hardships that some residents have endured. I have learnt to listen and to understand my residents, especially to understand what concerns them and what scares them.
I have learnt to action situations which provide the best outcome and continue to look for the best solutions to a given problem. I have learnt to not judge them. A lifetime of life could mean a lifetime of hardship for some and I am aware I need to be mindful and sensitive to their needs. Age is not a barrier for some and they lead by example. I have one resident who does daily laps in our swimming pool.
He is inspirational and is almost 80.
How do you help new residents adjust to life at Living Choice Broadwater Court?
One of the best ways for new residents to adjust to the new surroundings is to host a welcome luncheon for them. Recently at Living Choice Broadwater Court over 20 new residents met with other residents, sales staff, our nurse and I do not only welcome them to the village, but to just sit and chat about the area, club groups and functions.
New residents get a full brief on the emergency response system in the village from our RN and I encourage them to use our services, such as the shopping bus, where they can meet other residents. Our head gardener hand-picks flowers from our village gardens for new residents (season permitting) and I deliver them and discuss any issues the new resident may have. This is a great opportunity to address needs and action requests quickly, the key to a satisfied resident.
What have been some of your greatest challenges?
I could see a distinct need for a doctor to visit the village for those residents unable to travel and some new residents have no doctor at all. The shortage of doctors throughout NSW has overwhelmed many and vast numbers have closed books making it impossible for some residents to have access to a GP.
I approached the operators of Living Choice and put forward a proposal to designate a villa in the village just for medical care. This was accepted and a villa was earmarked for a medical clinic. For almost 12 months I canvassed every single general practice on the central coast and spoke with hospitals and national bodies to obtain a GP for the Village. Much to my delight a well-known local GP came on board and commenced working in the village early this year.
As Living Choice had provided this villa for exclusive medical use, I explored other areas and worked closely with Gosford Private Hospital to find other service providers. I secured additional services and currently the following professionals work on a rostered basis to provide a broad base of medical expertise: A podiatrist, diabetes educator, audiometrist and physiotherapist. This is all for the exclusive use of the residents of Living Choice Broadwater Court. The challenge was immense given the shortage of GPs. The village now has 80 percent catered for in terms of access to a GP (there is a small waiting list).
My next challenge is to raise that to 100 percent.
News Monitor No. 54
This week we meet village manager David Elkins who manages Wurley Court in Sydney. Wurley Court is managed by Not for Profit operator, Vasey Housing Association. Vasey’s aim is to provide quality units and property management for single persons over the age of 55, wishing to enjoy an independent and dignified style of living.
David Elkins, Village Manager at Wurley Court
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Wurley Court?
Like all Vasey villages they are ideal for single people who wish to maintain their involvement and independence in the local community. Our residents are free of the burdens of the upkeep and maintenance of their big homes and can simply get out there and enjoy themselves. Our villages are all in great locations, close to public transport and local shops. Most importantly they are affordable.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
I have worked in the Retirement Industry now for 10 years and prior to that worked for Westpac for 21 years. Amazingly, Vasey is only the second employer I have ever worked for. When I was first approached by Vasey I was not at all sure what I was letting myself in for. Working in the Retirement Industry was not something I had planned. However, the thought of giving something back was a key motivator for me. Vasey has such a proud history of providing affordable, quality accommodation for people who may not have a lot of other options available to them. Vasey’s strong military connections was another reason – it was a way of acknowledging the efforts of my family members who served in many conflicts around the world, but whom I never got to say “I was proud of what you have done.” My Grandfather served in both World Wars, my Great Uncle died on the Burma Railway and my Uncle was a career naval man. Had I been approached by another retirement village operator apart from Vasey, I may have made a different decision.
What have you learned from the residents at your village?
What great life experiences they have had. I have heard first hand about ones experiences as a Army nurse, under fire from enemy ships during the war, about being on the Queen Elizabeth I when it passed the original Queen Mary, of being a glider pilot on virtually a suicide mission into enemy territory, of breaking the Germans’ Enigma code. I have heard of the love and pride “Nan” has for her grandchildren. Most importantly the words “Thank you” and “Thank goodness for Vasey” has meant the most. Our residents do value us the same way we value them.
What do you see has been some of the major benefits since becoming an accredited village?
Vasey is not a large operator so our resources are not great, but I have always felt that even though we are a not-for-profit organisation, that should not stop us for aiming for and meeting best practise standards. I believe that accreditation lets our residents know that Vasey can continue to deliver high standards, whilst not compromising our overheads. Our residents certainly find comfort in the knowledge that our villages are accredited.
How do you help new residents adjust to life at Wurley Court?
Wurley Court is one of our smallest villages, with has a very active Residents Committee. Prior to moving into Wurley Court, a new resident will have already been introduced personally to all our staff. On arrival at the village a Vasey staff member will show them around the village and introduce them to all members on the Residents Committee. Our residents keep a close eye on each other, so there is little more we have to do. We have not had a resident in my time who has not adjusted to living at “Wurley Court”.
What have been some of your greatest challenges at Wurley Court?
“Wurley Court” is a heritage listed site, with a homestead dating back almost 105 years, which in itself poses some unique challenges especially whilst we were installing lifts in the village and placing underground water tanks in the gardens. Our biggest challenge is controlling our costs on a small site, so that our residents are not impacted dramatically with huge rises in Recurrent Charges for General Services.
News Monitor No. 53
This week we meet village managers LouiseMorison and David Morison. Louise manages Blue Hills Residences and David manages Blue Hills Rise in Melbourne’s south east.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Blue Hills Residences?
The community feel when you walk in the door at either of the Blue Hills Villages is the main reason as to why people return and purchase at Blue Hills. Residents and staff at both villages create a wonderful environment, which is supportive and caring.
Both villages interact with social events and sporting groups. With two great villages, our residents can enjoy coffee at our cafe at Blue Hills Rise or restaurant at Blue Hills Residences. Our facilities make for easy inclusion in social activities from happy hours, to bowls, cards and group gym sessions.
Both villages are alive, people playing tennis or bowls, exercising or relaxing in the pools or spa, walking, chatting, socialising. Both villages have spacious club facilities including swimming pools, spas, cinemas, gyms, billiard tables and games facilities.
Blue Hills Residences is currently completing construction of its workshop and lap pool/spa building, which will accompany the spectacular Blue Hills Chapel at the west end of the development.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Louise commenced at Blue Hills Residences early in it construction stage. After two and a half years of Louise Managing Blue Hills Residences, we moved onsite in 2004 as on site managers, at which time I was still working with the Department of Education as a Business Manager.
After playing a supporting role to Louise, I was asked by Blue Hills owners Judy Clarkson and Jodie Johnson to join the company to manage the new village Blue Hills Rise, which I did in April 2007. I commenced a huge sales and construction program in November 2007 and welcomed the first residents to Blue Hills Rise in September 2008.
What have you learned from the residents at your village?
Age is no excuse. I have met some very active 90 years + residents and they amaze me. From doing the daily trip on the bus to the shops, or partying with everyone to see in the New Year, nothing stops them. I think the message is enjoy what you have, use what you have got, and live your life to its fullest.
What do you see has been some of the major benefits since becoming an accredited village?
Our new village is not currently accredited but is in its plans for the next 12 months.
Blue Hills Residences has recently undertaken accreditation, the major benefits are of course the ability to prove that the village is operating in line with the industry standards, it allows the village to work together as a whole(residents and staff) to plan and review processes.
A major benefit to a village is the ability to say yes we are accredited. People now have so many ways of finding information when looking at moving to retirement villages and are more likely when using information gained from industry websites to look for accredited villages.
How do you help new residents adjust to life at Blue Hills Residences?
Adjusting to a retirement village environment can be hard; some people are moving far distances and leaving behind friends and family. Our incoming residents are able to visit as often as they wish, with our onsite cafes and restaurants, they are able to bring along friends and sit and chat with existing residents, making friends prior to moving in.
On move in we meet with the residents and discuss any concerns they may have or health issues, we conduct training for them in the use of the telephone system, emergency call system, heating and cooling, hot water service, cooking appliances etc. A detailed welcome kit is also provided to the residents, explaining village events and procedures and local community services.
Blue Hills Residences currently has a welfare officer from the social club who introduces themselves to the new resident, giving them a resident point of contact to enable them to easily join in on social events and activities throughout the village.
What have been some of your greatest challenges at Blue Hills Residences?
As you can imagine we have new challenges arise all the time, some un-expectantly.
In village management, challenges can be resident’s health issues including emergencies and non emergency or family concerns for loved ones. Some challenges make you dig deep; to that inner person you sometimes forget is in there. When dealing with these concerns it can be easy to put on the boss hat, but at the same time is a challenge as these people are friends, some you may have known for long periods.
Currently we are construction different stages of both villages, challenges arise often, from planning issues, extreme heat to the ridiculous cold that has recently arrived and of course with that comes the challenge of meeting deadlines.
News Monitor No. 52
This week we meet village manager Maureen Coffey. Maureen manages Barunga by the Sea in South Australia. Barunga by the Sea are the recent state winners of the Aged & Community Services (SA & NT) Excellence Awards in two categories.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Barunga by the Sea?
Barunga by the Sea is situated in Port Broughton, 180km north of Adelaide at the top of Yorke Peninsula. Port Broughton has a lovely climate and the town offers a great a range of community activities and facilities.
The community of Port Broughton is safe and caring and living at Barunga by the Sea gives residents the chance to be part of an active and engaged community of people of a similar age and varied interests.
A real benefit of being part of Barunga by the Sea is it takes the worry out of home maintenance and security.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Barunga Village Inc has been offering aged care services to the local community since the early 1980s and the idea for Barunga by the Sea was first born in the early 2000s. I’ve been overseeing Barunga by the Sea from the moment the idea was conceived. As an organisation, Barunga Village wanted to provide another housing option for seniors in the region. We saw an opportunity and we were able to make it happen.
What have you learned from the residents at your village?
I’ve learned that growing old can be a lot of fun! Our residents have the time to travel and see and do all kinds of different things locally, around Australia and overseas. Living at Barunga by the Sea frees them from home maintenance responsibilities so our residents can travel without having to worry about their home.
Also, I’m constantly amazed by the range of skills and knowledge that people who live at Barunga by the Sea have. They bring with them a lot of interesting life experiences and they’re an invaluable resource.
How do you help new residents adjust to life at Barunga by the Sea?
Our current residents welcome people when they arrive and are there to answer any of their questions. We also have Barunga Village staff on hand to link new residents with the local community and services offered in Port Broughton.
What have been some of your greatest challenges at Barunga by the Sea?
Although we have been working in aged care for nearly 30 years, overseeing the building of Barunga by the Sea was uncharted territory for us. So building Barunga by the Sea was in itself a great challenge and at times was a matter of trial and error. It was all worth it, of course, because we have achieved what we set out to achieve: affordable retirement living in our local area. Our experience in providing aged care since the early 1980s meant we were able to take into account the needs of older people and approach the development proactively.
News Monitor No. 51
This week we meet village manager Ladelle Mazzaferri. Ladelle manages Tricare’s Mt Gravatt RetirementVillage in Queensland.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Mt Gravatt Retirement Village?
Mt Gravatt Retirement Village has beautiful facilities and is set in very attractive surroundings. Every day I see our residents relaxing, chatting together, making new friends, enjoying their environment. These are people who in many cases would be on their own, socially isolated and often living in fear. Residents can receive lifestyle assistance to the extent they wish including meals, housekeeping and linen services. They can continue to live independently, in a safe and monitored environment. There is peace of mind knowing that help is only a button call away in an emergency situation. Our residents do not have the worry of maintaining a property, gardening or being ‘ripped off’ by dishonest contractors.
The very buoyant social programme at the village enables those who don’t wish to go out or whose mobility limits their movements, to still enjoy a wide variety of social occasions from fancy dress evenings to sports days, from concerts and drama presentations to fashion parades and everything in between.
The younger retirees at the village who enjoy travelling know that their unit will be monitored and the gardens cared for while they are away.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
I come from a teaching background and after 15 years of teaching business principles to teenagers (including nine years at a boarding school as a teacher/dormitory mother), I was looking for a new direction in life. Teaching is a challenging, caring and nurturing career and I was delighted when I was offered the position of Assistant Manager here at Mt Gravatt Retirement Village, as the same strengths are required in the retirement living industry. After two years as Assistant Manger, I was offered the position of Village Manager and have now, very happily, held this role for 15½ years.
What have you learned from the residents at your village?
So much!
I would say one of the main things I’ve learnt is that age is not necessarily a number; it is a state of mind. Nor need age be a barrier to learning and experiencing new things. We currently have two residents who are 99 years young, and another 30+ 90 year olds who live active and primarily very independent lives, with some still driving their cars. It is amazing to see them getting on the village bus to go shopping or trips away – either day trips or tours for a few days, playing cards, being involved in many of the other village activities, actively participating at resident meetings and asking very pertinent questions!
I’ve learnt it is important to plan for your future and be in control of your destiny – not to put off making the sometimes hard decisions, and getting to the point where others have to make the decisions for you.
I’ve learnt the importance of making the most of every day to create happy memories as we never know what tomorrow holds.
I’ve learnt that you don’t lose your sense of humour!
That life does change, that the book which is our life has many chapters and we have to be prepared to embrace the new chapters as they come.
How do you help new residents adjust to life at Mt Gravatt Retirement Village?
Our orientation programme commences before residents move into the village. In coming residents are encouraged to visit the village as frequently as they wish, maybe having a meal in the dining room, chatting to us and learning their way around. We also discuss with them in plenty of time about arranging the change-over of their telephone, electricity and any other services they require.
On settlement day we take the new resident on a tour of the village and invite them and their family to have dinner in the dining room. We introduce them to their neighbours and take them through the emergency services such as their emergency button and fire/evacuation procedures. Over the first few days we ensure we see them regularly and make sure they are aware of any activities which are happening. We advise the chairman of the Residents Committee and he and his wife visit the new resident as well.
Once a month we have our “Welcome and Birthday Morning Tea”, where new residents are formally welcomed to the village and over coffee and cake can meet other residents.
We have an open door policy and residents are always encouraged to pop in at any time and see us with any questions they have.
What have been some of your greatest challenges at Mt Gravatt Retirement Village?
Even after 17½ years there are new challenges every day. These can include resident or staff issues, contractors, emergencies and breakdowns.
Personally, my greatest challenge is seeing the changing and deteriorating health of some of residents, both physically and mentally. There are times when we see residents that are struggling to live independently (even with community care to the home) but they refuse to accept the need for further (permanent) care. This creates a very difficult situation for their families as well as the village team to ensure all their needs are met. Usually families are very supportive, occasionally however they aren’t and so we don’t have their support when difficult issues arise.
News Monitor No. 50
This week we meet village manager Liz Cook. Liz manages Coast & Country Lake MulwalaVillage in New South Wales. 
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Coast & Country Lake Mulwala Village?
Lake Mulwala is situated on the Victorian/NSW border and experiences more sunshine hours than any Australian capital city. This results in a village that is being developed with resident lifestyle in mind. Residents can enjoy local activities around Lake Mulwala such as fishing, walking, bicycle riding and boating. The region offers excellent opportunity for golfers and is a short drive from the Rutherglen wine district. This lifestyle extends within the village with very active bowls, tennis and gardening clubs. Inside the community centre there is a swimming pool, gymnasium, craft room, workshop, hairdressing salon, library, pool table and a fantastic audio visual set up regularly enjoyed by residents, families and friends.
What makes a Coast and Country Village unique to other retirement villages?
Following acquisition of Lake Mulwala Lifestyle Village, Daswan Australia appointed Coast and Country Villages, subsidiary of IMG, to provide the sales and operational management of the village. This allows the village to benefit from the Coast and Country Villages (CCV) branding. As an experienced operator of villages CCV was able to promptly establish village policies and procedures. CCV has recently implemented their computerised Customer Relationship Management System called SAM, which is uniquely designed for the retirement village industry. This enables us to not only undertake management of the sales process but also enables me to access up to date resident information from the day a resident moves in to the day they depart. In addition I have full records of each property in the village which assists in managing short and long term maintenance and future resales.
What have you learned from the residents at your villages?
I have learned a lot from my residents in the four months that I have been here. It has been wonderful to hear about the many varied and interesting lives they have experienced and see the energy that they have for life. Many have a passion for travel whether this is a cruise overseas or the winter months spent travelling around Australia in caravans while knowing that homes and belongings are safe and secure in the village. Always ready for a chat they take a keen interest in the day to day operations of the village and like to discuss the rationale behind decisions that are made.
How are new residents assisted to adjust to their new life at a Coast and Country Village?
Prior to move in, new residents are invited to stay in the village in our motel unit which gives them a chance to enjoy village life, make new friends, take part in activities and plan their actual move in. At this time residents are welcomed by staff and they are provided with a resident guide, which includes initial information about the village and local area as well as a guide to settling in. This has become a very important feature of moving into the village as it reduces the unknown factor and stress out of the big move. On Move in Day, they are presented with a welcome basket of local produce and I meet with them to re-familiarise them with the emergency call system and other services. During the first few weeks both staff and residents ensure that they are invited to various activities and a special meet and greet morning tea.
What have been some of your greatest challenges at CCV Lake Mulwala?
As a newcomer to the industry it has been a steep learning curve which has been made easier by the support and training provided by the Coast and Country Villages management team. The recent acquisition naturally had impact on the residents therefore it was vital to maintain open communication between management and the residents and also between the residents and the new owner. The biggest challenge has been the work undertaken to produce an agreed operational budget that required many changes due to legislative and compliance requirements. The village currently has 35 units built with 32 occupied. Stage four has commenced construction so there are more challenges ahead.
News Monitor No. 48
This week we meet managing director Chiou See Anderson. Chiou manages http://www.elementsliving.com.au/in Queensland. With more than 20 years of management experience Chiou See, is the creative mind and the driving force behind Elements Third Age Living @ Springwood.
Chiou See Anderson on the right
Chiou See is experienced in industries as diverse as aviation, mining, hospitality, retailing, vocation education and property investment.
In May 2006, she was awarded a PhD scholarship at Bond University, where she is researching the impact of the built environment on successful ageing.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Elements Third Age Living @ Springwood?
Location wise, Elements is nestled in the 450 hectare Daisy Hill State Forest, which boasts a Koala Centre and four nature trails catering to horse-riding, walking and cycling. In addition, Elements is only two kilometres to the Pacific Motorway which offers easy access to both the Gold Coast and Brisbane. Design wise, our homes are tailor-built for women – from easy cleaning bamboo floors to designer kitchens to luxurious bathrooms to huge bedrooms to thoughtful storage solutions. We also offer sustainable features like organic gardens, ceiling fans in every room except the bathrooms, water tanks, heat pumps and sustainable building products. Community wise, we have built strong relationships with all the local communities so that the Elements family members belong not just to Elements but the wider Springwood community.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Finding the perfect piece of land was the start of this dream. Wanting to change the way we look at seniors was and is still very much a huge motivator. I grew up in a culture where the seniors in our community was very much respected, revered and valued and being awarded the scholarship in 2006 to research senior living options for the ageing Australian population has given me the extra motivation (and stress) of wanting to make a valuable and educated contribution to the retirement village industry.
What have you learned from the residents at your village?
My residents are incredibly positive and energetic. It is just amazing to think that they have had their share of life’s adversity along a fully productive journey and are still so happy and forward thinking. We all know to be successful in life, we need to be surrounded by positive people and in the case of successful community living, we most definitely need to be surrounded by supportive, caring and positive residents. I think the fact that I am about the same age as most of their children has provided me with almost parental mentoring from my residents.
How do you help new residents adjust to life at Elements Third Age Living @ Springwood?
From the moment that a resident makes the commitment to become a family member of Elements, they have shared with me the journey of making Elements a reality. We have regular pioneer gatherings and every new resident is allocated a “buddy” to partner them and to help them settle into their life at Elements. The advantage of having such a strong philosophy centred on successful living is the amount of buy-in from the residents. Our residents totally embrace our culture of living well and this seems to naturally bond them and gives them a focus for belonging.
What have been some of your greatest challenges at Elements Third Age Living @ Springwood?
Having to work through the Planning and Environment Court to obtain the development approval over a four year period was definitely a character building exercise and not for the faint-hearted. 
However, in saying that, the lengthy appeal did make me scrutinise my vision for Elements and help strengthened my resolve in wanting to make Elements a leader in changing the way the community at large view senior accommodation and also their perception of seniors generally.
Juggling three teenagers and two cranky Bond supervisors can also sometimes make me wonder why my life is one big challenge. But for everything else, there is always a glass of cold bubbling champagne……
News Monitor No 46
This week we meet village manager Andrea Riviere. Andrea manages Blue Hills Village and Durham Green. Her duties have encompassed all facets of village operations. She prides herself on her ability to communicate with the residents and has developed a strong connection with all residents.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Blue Hills Village and Durham Green?
Even though both villages are totally different, they share the same amazing social energy. Blue Hills regularly achieves numbers in excess of 150 at our Tuesday evening fortnightly dinner. It is rewarding as a manager to see the pride residents take in arranging and participating in these unique events.
Durham Green is located in a spectacular rural setting but has a cosmopolitan feel where the coffee shop, bistro and bar draw residents into the hub of the Country Club. The Wine Appreciation Group and Hoi are popular activities, the gym and pool are well patronised by the health conscious and the Aqua-Aerobics classes have been a real hit with the men.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Ten years ago I was working in the construction industry and offered assistance to my neighbour Maurice Tulich as he was preparing the first villa for occupation. There began a journey I could never have foreseen.
Maurice provided me with a great opportunity to work with him in the construction of Blue Hills and grow with the village and the residents. The last ten years has provided me with a steadfast career encompassing all facets of retirement village and residential aged care operations, sales and construction and the residents still call me Handy Andy.
What have you learned from the residents at your village?
In one word – empathy. I have learned that understanding, compassion and patience underpin strong resident – management relationships that promote mutual trust and respect. Often, residents just need someone to hear them and I have become a very good listener.
I have learnt that good communication and interaction with your residents committee can be one of your greatest advantages.
How do you help new residents adjust to life at Blue Hills Village and Durham Green?
We found the introduction of a ‘meet and greet’ arranged prior to occupation is a great way to welcome newcomers into our community. Residents, committee members and the management team come together for a relaxed morning or afternoon tea to answer questions, provide support and familiar faces to what is often a daunting and emotional relocation. This initial event reflects the unity of residents and management, and without them even realising, is the beginning of their independent care experience.
What have been some of your greatest challenges at Blue Hills Village and Durham Green?
Helping residents understand the Solar Energy Scheme – the older generation just can’t believe that you can get something for nothing, there must be a catch. This has been one of our most challenging projects.
We are finding particularly as residents’ age, that they look to us for answers, guidance and reassurance that they are making the right decisions. This is a very time consuming process and it again highlights the care factor that is often unrecognised or considered in the role of independent living village managers.
As Blue Hills passes the ten year mark, many of our residents are also ten years older. It is difficult to watch, when at times, residents and their families are frustrated by the challenges that come with ageing and look for our support and assistance with arrangements for additional care services or residential aged care.
Sometimes I have to remember that I am the village manager, not one of the residents having a great time.
News Monitor No 45
This week we meet Richard Joy and Aneta Bauer of Alexandrina Cove , a resort style retirement community located wholly within the award winning environs of The Marina Hindmarsh Island.
Richard Joy
Not just your usual ‘retirement village‘ Alexandrina Cove offers a premium waterfront retirement lifestyle, providing secure living within a safe, gated community – offering security for those seeking active retirement with the peace of mind of safety features designed for future aged care needs.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Alexandrina Cove @ Hindmarsh Island?
Our saying at Alexandrina Cove is that we are located on an Island in a Marina by the Sea. Our village is
Anetta Bauer
unique as it is situated in the largest freshwater marina in the southern hemisphere. This enables our residents to be right by the waters edge and enjoy all that it has to offer from fishing to boating to just taking a leisurely stroll around the marina boardwalk. Hindmarsh Island offers a very unique peaceful lifestyle – a step back in time from the hustle and bustle – yet only four minutes from our major shopping village the township of Goolwa.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
We have been actively involved in the retirement village industry over the past three years. Over this time we have designed the homes and our magnificent community club facility, completed selections (finishes) and overseen the construction and now we are selling the homes – which I might add we are extremely proud of.
What have you learned form the residents at your village?
No matter how hard you try and how much research you have done, you cannot possibly think of everything – and you are never too old to learn.
How do you help new residents adjust to life at Alexandrina Cove @ Hindmarsh Island?
We are constantly introducing them to other property owners within The Marina Hindmarsh Island, either by personal introduction or by inviting them to community functions. Some of our residents have previously been actively involved in volunteering their time to community organizations, if they have moved to Alexandrina Cove from outside of our area we try to assist them in linking up with similar organisations near the village where they can continue their volunteer work. We have just recently organised for one of our residents and introduction to a local aged nursing facility where they can attend as a volunteer. We also offer all of our residents a VIP benefits card which introduces them to store owners and staff and what’s more entitles them to discounts at various local stores.
What have been some of your greatest challenges at Alexandrina Cove @ Hindmarsh Island?
Our greatest challenge as a new village has been letting people know we are here and how accessible we are to the many services and fantastic shopping just a few minutes away. Because we are not located on a main thoroughfare, this at times has proven to be challenging. Once people walk through our homes and the newly finished community building they are just blown away by the quality and standard finishes. Our aim is to have everything done in the homes and in place for our new residents. If needed, we can even furnish the homes for new residents prior to them moving in.
News Monitor No 44
Highvale Retirement Village in Glen Waverley, Victoria recently celebrated their 25th anniversary. Here are some pictures taken at their birthday celebrations, which is this week’s Village in Focus.
Jean Tilbrooke won the award for most original dress. Other trophies were awarded for best dressed and liveliest personality. The residents had a great time as they danced to the tunes of the Jazz Band.
The red banner in the background of the photos is a timeline of the history of the village. The cake was very popular and was well appreciated and received.
Jean Tilbrooke congratulating Audrey Jamieson while Lawry Watson stands watch. All three residents have been at Highvale for 25 years.
Village Manager Joseph Bailouni,Regional General Manager Retirement Villages VIC/SA Lend Lease Primelife John Lovell with Jean, Audrey and Lawry.
Tim Bentley
David Elkins, Village Manager at Wurley Court
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Wurley Court?
Like all Vasey villages they are ideal for single people who wish to maintain their involvement and independence in the local community. Our residents are free of the burdens of the upkeep and maintenance of their big homes and can simply get out there and enjoy themselves. Our villages are all in great locations, close to public transport and local shops. Most importantly they are affordable.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
I have worked in the Retirement Industry now for 10 years and prior to that worked for Westpac for 21 years. Amazingly, Vasey is only the second employer I have ever worked for. When I was first approached by Vasey I was not at all sure what I was letting myself in for. Working in the Retirement Industry was not something I had planned. However, the thought of giving something back was a key motivator for me. Vasey has such a proud history of providing affordable, quality accommodation for people who may not have a lot of other options available to them. Vasey’s strong military connections was another reason – it was a way of acknowledging the efforts of my family members who served in many conflicts around the world, but whom I never got to say “I was proud of what you have done.” My Grandfather served in both World Wars, my Great Uncle died on the Burma Railway and my Uncle was a career naval man. Had I been approached by another retirement village operator apart from Vasey, I may have made a different decision.
What have you learned from the residents at your village?
What great life experiences they have had. I have heard first hand about ones experiences as a Army nurse, under fire from enemy ships during the war, about being on the Queen Elizabeth I when it passed the original Queen Mary, of being a glider pilot on virtually a suicide mission into enemy territory, of breaking the Germans’ Enigma code. I have heard of the love and pride “Nan” has for her grandchildren. Most importantly the words “Thank you” and “Thank goodness for Vasey” has meant the most. Our residents do value us the same way we value them.
What do you see has been some of the major benefits since becoming an accredited village?
Vasey is not a large operator so our resources are not great, but I have always felt that even though we are a not-for-profit organisation, that should not stop us for aiming for and meeting best practise standards. I believe that accreditation lets our residents know that Vasey can continue to deliver high standards, whilst not compromising our overheads. Our residents certainly find comfort in the knowledge that our villages are accredited.
How do you help new residents adjust to life at Wurley Court?
Wurley Court is one of our smallest villages, with has a very active Residents Committee. Prior to moving into Wurley Court, a new resident will have already been introduced personally to all our staff. On arrival at the village a Vasey staff member will show them around the village and introduce them to all members on the Residents Committee. Our residents keep a close eye on each other, so there is little more we have to do. We have not had a resident in my time who has not adjusted to living at “Wurley Court”.
What have been some of your greatest challenges at Wurley Court?
“Wurley Court” is a heritage listed site, with a homestead dating back almost 105 years, which in itself poses some unique challenges especially whilst we were installing lifts in the village and placing underground water tanks in the gardens. Our biggest challenge is controlling our costs on a small site, so that our residents are not impacted dramatically with huge rises in Recurrent Charges for General Services.
News Monitor No. 53
This week we meet village managers LouiseMorison and David Morison. Louise manages Blue Hills Residences and David manages Blue Hills Rise in Melbourne’s south east.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Blue Hills Residences?
The community feel when you walk in the door at either of the Blue Hills Villages is the main reason as to why people return and purchase at Blue Hills. Residents and staff at both villages create a wonderful environment, which is supportive and caring.
Both villages interact with social events and sporting groups. With two great villages, our residents can enjoy coffee at our cafe at Blue Hills Rise or restaurant at Blue Hills Residences. Our facilities make for easy inclusion in social activities from happy hours, to bowls, cards and group gym sessions.
Both villages are alive, people playing tennis or bowls, exercising or relaxing in the pools or spa, walking, chatting, socialising. Both villages have spacious club facilities including swimming pools, spas, cinemas, gyms, billiard tables and games facilities.
Blue Hills Residences is currently completing construction of its workshop and lap pool/spa building, which will accompany the spectacular Blue Hills Chapel at the west end of the development.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Louise commenced at Blue Hills Residences early in it construction stage. After two and a half years of Louise Managing Blue Hills Residences, we moved onsite in 2004 as on site managers, at which time I was still working with the Department of Education as a Business Manager.
After playing a supporting role to Louise, I was asked by Blue Hills owners Judy Clarkson and Jodie Johnson to join the company to manage the new village Blue Hills Rise, which I did in April 2007. I commenced a huge sales and construction program in November 2007 and welcomed the first residents to Blue Hills Rise in September 2008.
What have you learned from the residents at your village?
Age is no excuse. I have met some very active 90 years + residents and they amaze me. From doing the daily trip on the bus to the shops, or partying with everyone to see in the New Year, nothing stops them. I think the message is enjoy what you have, use what you have got, and live your life to its fullest.
What do you see has been some of the major benefits since becoming an accredited village?
Our new village is not currently accredited but is in its plans for the next 12 months.
Blue Hills Residences has recently undertaken accreditation, the major benefits are of course the ability to prove that the village is operating in line with the industry standards, it allows the village to work together as a whole(residents and staff) to plan and review processes.
A major benefit to a village is the ability to say yes we are accredited. People now have so many ways of finding information when looking at moving to retirement villages and are more likely when using information gained from industry websites to look for accredited villages.
How do you help new residents adjust to life at Blue Hills Residences?
Adjusting to a retirement village environment can be hard; some people are moving far distances and leaving behind friends and family. Our incoming residents are able to visit as often as they wish, with our onsite cafes and restaurants, they are able to bring along friends and sit and chat with existing residents, making friends prior to moving in.
On move in we meet with the residents and discuss any concerns they may have or health issues, we conduct training for them in the use of the telephone system, emergency call system, heating and cooling, hot water service, cooking appliances etc. A detailed welcome kit is also provided to the residents, explaining village events and procedures and local community services.
Blue Hills Residences currently has a welfare officer from the social club who introduces themselves to the new resident, giving them a resident point of contact to enable them to easily join in on social events and activities throughout the village.
What have been some of your greatest challenges at Blue Hills Residences?
As you can imagine we have new challenges arise all the time, some un-expectantly.
In village management, challenges can be resident’s health issues including emergencies and non emergency or family concerns for loved ones. Some challenges make you dig deep; to that inner person you sometimes forget is in there. When dealing with these concerns it can be easy to put on the boss hat, but at the same time is a challenge as these people are friends, some you may have known for long periods.
Currently we are construction different stages of both villages, challenges arise often, from planning issues, extreme heat to the ridiculous cold that has recently arrived and of course with that comes the challenge of meeting deadlines.
News Monitor No. 52
This week we meet village manager Maureen Coffey. Maureen manages Barunga by the Sea in South Australia. Barunga by the Sea are the recent state winners of the Aged & Community Services (SA & NT) Excellence Awards in two categories.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Barunga by the Sea?
Barunga by the Sea is situated in Port Broughton, 180km north of Adelaide at the top of Yorke Peninsula. Port Broughton has a lovely climate and the town offers a great a range of community activities and facilities.
The community of Port Broughton is safe and caring and living at Barunga by the Sea gives residents the chance to be part of an active and engaged community of people of a similar age and varied interests.
A real benefit of being part of Barunga by the Sea is it takes the worry out of home maintenance and security.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Barunga Village Inc has been offering aged care services to the local community since the early 1980s and the idea for Barunga by the Sea was first born in the early 2000s. I’ve been overseeing Barunga by the Sea from the moment the idea was conceived. As an organisation, Barunga Village wanted to provide another housing option for seniors in the region. We saw an opportunity and we were able to make it happen.
What have you learned from the residents at your village?
I’ve learned that growing old can be a lot of fun! Our residents have the time to travel and see and do all kinds of different things locally, around Australia and overseas. Living at Barunga by the Sea frees them from home maintenance responsibilities so our residents can travel without having to worry about their home.
Also, I’m constantly amazed by the range of skills and knowledge that people who live at Barunga by the Sea have. They bring with them a lot of interesting life experiences and they’re an invaluable resource.
How do you help new residents adjust to life at Barunga by the Sea?
Our current residents welcome people when they arrive and are there to answer any of their questions. We also have Barunga Village staff on hand to link new residents with the local community and services offered in Port Broughton.
What have been some of your greatest challenges at Barunga by the Sea?
Although we have been working in aged care for nearly 30 years, overseeing the building of Barunga by the Sea was uncharted territory for us. So building Barunga by the Sea was in itself a great challenge and at times was a matter of trial and error. It was all worth it, of course, because we have achieved what we set out to achieve: affordable retirement living in our local area. Our experience in providing aged care since the early 1980s meant we were able to take into account the needs of older people and approach the development proactively.
News Monitor No. 51
This week we meet village manager Ladelle Mazzaferri. Ladelle manages Tricare’s Mt Gravatt RetirementVillage in Queensland.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Mt Gravatt Retirement Village?
Mt Gravatt Retirement Village has beautiful facilities and is set in very attractive surroundings. Every day I see our residents relaxing, chatting together, making new friends, enjoying their environment. These are people who in many cases would be on their own, socially isolated and often living in fear. Residents can receive lifestyle assistance to the extent they wish including meals, housekeeping and linen services. They can continue to live independently, in a safe and monitored environment. There is peace of mind knowing that help is only a button call away in an emergency situation. Our residents do not have the worry of maintaining a property, gardening or being ‘ripped off’ by dishonest contractors.
The very buoyant social programme at the village enables those who don’t wish to go out or whose mobility limits their movements, to still enjoy a wide variety of social occasions from fancy dress evenings to sports days, from concerts and drama presentations to fashion parades and everything in between.
The younger retirees at the village who enjoy travelling know that their unit will be monitored and the gardens cared for while they are away.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
I come from a teaching background and after 15 years of teaching business principles to teenagers (including nine years at a boarding school as a teacher/dormitory mother), I was looking for a new direction in life. Teaching is a challenging, caring and nurturing career and I was delighted when I was offered the position of Assistant Manager here at Mt Gravatt Retirement Village, as the same strengths are required in the retirement living industry. After two years as Assistant Manger, I was offered the position of Village Manager and have now, very happily, held this role for 15½ years.
What have you learned from the residents at your village?
So much!
I would say one of the main things I’ve learnt is that age is not necessarily a number; it is a state of mind. Nor need age be a barrier to learning and experiencing new things. We currently have two residents who are 99 years young, and another 30+ 90 year olds who live active and primarily very independent lives, with some still driving their cars. It is amazing to see them getting on the village bus to go shopping or trips away – either day trips or tours for a few days, playing cards, being involved in many of the other village activities, actively participating at resident meetings and asking very pertinent questions!
I’ve learnt it is important to plan for your future and be in control of your destiny – not to put off making the sometimes hard decisions, and getting to the point where others have to make the decisions for you.
I’ve learnt the importance of making the most of every day to create happy memories as we never know what tomorrow holds.
I’ve learnt that you don’t lose your sense of humour!
That life does change, that the book which is our life has many chapters and we have to be prepared to embrace the new chapters as they come.
How do you help new residents adjust to life at Mt Gravatt Retirement Village?
Our orientation programme commences before residents move into the village. In coming residents are encouraged to visit the village as frequently as they wish, maybe having a meal in the dining room, chatting to us and learning their way around. We also discuss with them in plenty of time about arranging the change-over of their telephone, electricity and any other services they require.
On settlement day we take the new resident on a tour of the village and invite them and their family to have dinner in the dining room. We introduce them to their neighbours and take them through the emergency services such as their emergency button and fire/evacuation procedures. Over the first few days we ensure we see them regularly and make sure they are aware of any activities which are happening. We advise the chairman of the Residents Committee and he and his wife visit the new resident as well.
Once a month we have our “Welcome and Birthday Morning Tea”, where new residents are formally welcomed to the village and over coffee and cake can meet other residents.
We have an open door policy and residents are always encouraged to pop in at any time and see us with any questions they have.
What have been some of your greatest challenges at Mt Gravatt Retirement Village?
Even after 17½ years there are new challenges every day. These can include resident or staff issues, contractors, emergencies and breakdowns.
Personally, my greatest challenge is seeing the changing and deteriorating health of some of residents, both physically and mentally. There are times when we see residents that are struggling to live independently (even with community care to the home) but they refuse to accept the need for further (permanent) care. This creates a very difficult situation for their families as well as the village team to ensure all their needs are met. Usually families are very supportive, occasionally however they aren’t and so we don’t have their support when difficult issues arise.
News Monitor No. 50
This week we meet village manager Liz Cook. Liz manages Coast & Country Lake MulwalaVillage in New South Wales.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Coast & Country Lake Mulwala Village?
Lake Mulwala is situated on the Victorian/NSW border and experiences more sunshine hours than any Australian capital city. This results in a village that is being developed with resident lifestyle in mind. Residents can enjoy local activities around Lake Mulwala such as fishing, walking, bicycle riding and boating. The region offers excellent opportunity for golfers and is a short drive from the Rutherglen wine district. This lifestyle extends within the village with very active bowls, tennis and gardening clubs. Inside the community centre there is a swimming pool, gymnasium, craft room, workshop, hairdressing salon, library, pool table and a fantastic audio visual set up regularly enjoyed by residents, families and friends.
What makes a Coast and Country Village unique to other retirement villages?
Following acquisition of Lake Mulwala Lifestyle Village, Daswan Australia appointed Coast and Country Villages, subsidiary of IMG, to provide the sales and operational management of the village. This allows the village to benefit from the Coast and Country Villages (CCV) branding. As an experienced operator of villages CCV was able to promptly establish village policies and procedures. CCV has recently implemented their computerised Customer Relationship Management System called SAM, which is uniquely designed for the retirement village industry. This enables us to not only undertake management of the sales process but also enables me to access up to date resident information from the day a resident moves in to the day they depart. In addition I have full records of each property in the village which assists in managing short and long term maintenance and future resales.
What have you learned from the residents at your villages?
I have learned a lot from my residents in the four months that I have been here. It has been wonderful to hear about the many varied and interesting lives they have experienced and see the energy that they have for life. Many have a passion for travel whether this is a cruise overseas or the winter months spent travelling around Australia in caravans while knowing that homes and belongings are safe and secure in the village. Always ready for a chat they take a keen interest in the day to day operations of the village and like to discuss the rationale behind decisions that are made.
How are new residents assisted to adjust to their new life at a Coast and Country Village?
Prior to move in, new residents are invited to stay in the village in our motel unit which gives them a chance to enjoy village life, make new friends, take part in activities and plan their actual move in. At this time residents are welcomed by staff and they are provided with a resident guide, which includes initial information about the village and local area as well as a guide to settling in. This has become a very important feature of moving into the village as it reduces the unknown factor and stress out of the big move. On Move in Day, they are presented with a welcome basket of local produce and I meet with them to re-familiarise them with the emergency call system and other services. During the first few weeks both staff and residents ensure that they are invited to various activities and a special meet and greet morning tea.
What have been some of your greatest challenges at CCV Lake Mulwala?
As a newcomer to the industry it has been a steep learning curve which has been made easier by the support and training provided by the Coast and Country Villages management team. The recent acquisition naturally had impact on the residents therefore it was vital to maintain open communication between management and the residents and also between the residents and the new owner. The biggest challenge has been the work undertaken to produce an agreed operational budget that required many changes due to legislative and compliance requirements. The village currently has 35 units built with 32 occupied. Stage four has commenced construction so there are more challenges ahead.
News Monitor No. 48
This week we meet managing director Chiou See Anderson. Chiou manages http://www.elementsliving.com.au/in Queensland. With more than 20 years of management experience Chiou See, is the creative mind and the driving force behind Elements Third Age Living @ Springwood.
Chiou See Anderson on the right
Chiou See is experienced in industries as diverse as aviation, mining, hospitality, retailing, vocation education and property investment.
In May 2006, she was awarded a PhD scholarship at Bond University, where she is researching the impact of the built environment on successful ageing.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Elements Third Age Living @ Springwood?
Location wise, Elements is nestled in the 450 hectare Daisy Hill State Forest, which boasts a Koala Centre and four nature trails catering to horse-riding, walking and cycling. In addition, Elements is only two kilometres to the Pacific Motorway which offers easy access to both the Gold Coast and Brisbane. Design wise, our homes are tailor-built for women – from easy cleaning bamboo floors to designer kitchens to luxurious bathrooms to huge bedrooms to thoughtful storage solutions. We also offer sustainable features like organic gardens, ceiling fans in every room except the bathrooms, water tanks, heat pumps and sustainable building products. Community wise, we have built strong relationships with all the local communities so that the Elements family members belong not just to Elements but the wider Springwood community.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Finding the perfect piece of land was the start of this dream. Wanting to change the way we look at seniors was and is still very much a huge motivator. I grew up in a culture where the seniors in our community was very much respected, revered and valued and being awarded the scholarship in 2006 to research senior living options for the ageing Australian population has given me the extra motivation (and stress) of wanting to make a valuable and educated contribution to the retirement village industry.
What have you learned from the residents at your village?
My residents are incredibly positive and energetic. It is just amazing to think that they have had their share of life’s adversity along a fully productive journey and are still so happy and forward thinking. We all know to be successful in life, we need to be surrounded by positive people and in the case of successful community living, we most definitely need to be surrounded by supportive, caring and positive residents. I think the fact that I am about the same age as most of their children has provided me with almost parental mentoring from my residents.
How do you help new residents adjust to life at Elements Third Age Living @ Springwood?
From the moment that a resident makes the commitment to become a family member of Elements, they have shared with me the journey of making Elements a reality. We have regular pioneer gatherings and every new resident is allocated a “buddy” to partner them and to help them settle into their life at Elements. The advantage of having such a strong philosophy centred on successful living is the amount of buy-in from the residents. Our residents totally embrace our culture of living well and this seems to naturally bond them and gives them a focus for belonging.
What have been some of your greatest challenges at Elements Third Age Living @ Springwood?
Having to work through the Planning and Environment Court to obtain the development approval over a four year period was definitely a character building exercise and not for the faint-hearted. However, in saying that, the lengthy appeal did make me scrutinise my vision for Elements and help strengthened my resolve in wanting to make Elements a leader in changing the way the community at large view senior accommodation and also their perception of seniors generally.
Juggling three teenagers and two cranky Bond supervisors can also sometimes make me wonder why my life is one big challenge. But for everything else, there is always a glass of cold bubbling champagne……
News Monitor No 46
This week we meet village manager Andrea Riviere. Andrea manages Blue Hills Village and Durham Green. Her duties have encompassed all facets of village operations. She prides herself on her ability to communicate with the residents and has developed a strong connection with all residents.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Blue Hills Village and Durham Green?
Even though both villages are totally different, they share the same amazing social energy. Blue Hills regularly achieves numbers in excess of 150 at our Tuesday evening fortnightly dinner. It is rewarding as a manager to see the pride residents take in arranging and participating in these unique events.
Durham Green is located in a spectacular rural setting but has a cosmopolitan feel where the coffee shop, bistro and bar draw residents into the hub of the Country Club. The Wine Appreciation Group and Hoi are popular activities, the gym and pool are well patronised by the health conscious and the Aqua-Aerobics classes have been a real hit with the men.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
Ten years ago I was working in the construction industry and offered assistance to my neighbour Maurice Tulich as he was preparing the first villa for occupation. There began a journey I could never have foreseen.
Maurice provided me with a great opportunity to work with him in the construction of Blue Hills and grow with the village and the residents. The last ten years has provided me with a steadfast career encompassing all facets of retirement village and residential aged care operations, sales and construction and the residents still call me Handy Andy.
What have you learned from the residents at your village?
In one word – empathy. I have learned that understanding, compassion and patience underpin strong resident – management relationships that promote mutual trust and respect. Often, residents just need someone to hear them and I have become a very good listener.
I have learnt that good communication and interaction with your residents committee can be one of your greatest advantages.
How do you help new residents adjust to life at Blue Hills Village and Durham Green?
We found the introduction of a ‘meet and greet’ arranged prior to occupation is a great way to welcome newcomers into our community. Residents, committee members and the management team come together for a relaxed morning or afternoon tea to answer questions, provide support and familiar faces to what is often a daunting and emotional relocation. This initial event reflects the unity of residents and management, and without them even realising, is the beginning of their independent care experience.
What have been some of your greatest challenges at Blue Hills Village and Durham Green?
Helping residents understand the Solar Energy Scheme – the older generation just can’t believe that you can get something for nothing, there must be a catch. This has been one of our most challenging projects.
We are finding particularly as residents’ age, that they look to us for answers, guidance and reassurance that they are making the right decisions. This is a very time consuming process and it again highlights the care factor that is often unrecognised or considered in the role of independent living village managers.
As Blue Hills passes the ten year mark, many of our residents are also ten years older. It is difficult to watch, when at times, residents and their families are frustrated by the challenges that come with ageing and look for our support and assistance with arrangements for additional care services or residential aged care.
Sometimes I have to remember that I am the village manager, not one of the residents having a great time.
News Monitor No 45
This week we meet Richard Joy and Aneta Bauer of Alexandrina Cove , a resort style retirement community located wholly within the award winning environs of The Marina Hindmarsh Island.
Richard Joy
Not just your usual ‘retirement village‘ Alexandrina Cove offers a premium waterfront retirement lifestyle, providing secure living within a safe, gated community – offering security for those seeking active retirement with the peace of mind of safety features designed for future aged care needs.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Alexandrina Cove @ Hindmarsh Island?
Our saying at Alexandrina Cove is that we are located on an Island in a Marina by the Sea. Our village is
Anetta Bauer
unique as it is situated in the largest freshwater marina in the southern hemisphere. This enables our residents to be right by the waters edge and enjoy all that it has to offer from fishing to boating to just taking a leisurely stroll around the marina boardwalk. Hindmarsh Island offers a very unique peaceful lifestyle – a step back in time from the hustle and bustle – yet only four minutes from our major shopping village the township of Goolwa.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
We have been actively involved in the retirement village industry over the past three years. Over this time we have designed the homes and our magnificent community club facility, completed selections (finishes) and overseen the construction and now we are selling the homes – which I might add we are extremely proud of.
What have you learned form the residents at your village?
No matter how hard you try and how much research you have done, you cannot possibly think of everything – and you are never too old to learn.
How do you help new residents adjust to life at Alexandrina Cove @ Hindmarsh Island?
We are constantly introducing them to other property owners within The Marina Hindmarsh Island, either by personal introduction or by inviting them to community functions. Some of our residents have previously been actively involved in volunteering their time to community organizations, if they have moved to Alexandrina Cove from outside of our area we try to assist them in linking up with similar organisations near the village where they can continue their volunteer work. We have just recently organised for one of our residents and introduction to a local aged nursing facility where they can attend as a volunteer. We also offer all of our residents a VIP benefits card which introduces them to store owners and staff and what’s more entitles them to discounts at various local stores.
What have been some of your greatest challenges at Alexandrina Cove @ Hindmarsh Island?
Our greatest challenge as a new village has been letting people know we are here and how accessible we are to the many services and fantastic shopping just a few minutes away. Because we are not located on a main thoroughfare, this at times has proven to be challenging. Once people walk through our homes and the newly finished community building they are just blown away by the quality and standard finishes. Our aim is to have everything done in the homes and in place for our new residents. If needed, we can even furnish the homes for new residents prior to them moving in.
News Monitor No 44
Highvale Retirement Village in Glen Waverley, Victoria recently celebrated their 25th anniversary. Here are some pictures taken at their birthday celebrations, which is this week’s Village in Focus.
Jean Tilbrooke won the award for most original dress. Other trophies were awarded for best dressed and liveliest personality. The residents had a great time as they danced to the tunes of the Jazz Band.
The red banner in the background of the photos is a timeline of the history of the village. The cake was very popular and was well appreciated and received.
Jean Tilbrooke congratulating Audrey Jamieson while Lawry Watson stands watch. All three residents have been at Highvale for 25 years.
Village Manager Joseph Bailouni,Regional General Manager Retirement Villages VIC/SA Lend Lease Primelife John Lovell with Jean, Audrey and Lawry.
Chiou See Anderson on the right
What have you learned from the residents at your village? 
What have been some of your greatest challenges at Elements Third Age Living @ Springwood? However, in saying that, the lengthy appeal did make me scrutinise my vision for Elements and help strengthened my resolve in wanting to make Elements a leader in changing the way the community at large view senior accommodation and also their perception of seniors generally.
This week we meet village manager Andrea Riviere. Andrea manages Blue Hills Village and Durham Green. Her duties have encompassed all facets of village operations. She prides herself on her ability to communicate with the residents and has developed a strong connection with all residents.
Richard Joy
Not just your usual ‘retirement village‘ Alexandrina Cove offers a premium waterfront retirement lifestyle, providing secure living within a safe, gated community – offering security for those seeking active retirement with the peace of mind of safety features designed for future aged care needs.
What do you feel are the most attractive features about the kind of lifestyle enjoyed at Alexandrina Cove @ Hindmarsh Island?
Our saying at Alexandrina Cove is that we are located on an Island in a Marina by the Sea. Our village is
Anetta Bauer
unique as it is situated in the largest freshwater marina in the southern hemisphere. This enables our residents to be right by the waters edge and enjoy all that it has to offer from fishing to boating to just taking a leisurely stroll around the marina boardwalk. Hindmarsh Island offers a very unique peaceful lifestyle – a step back in time from the hustle and bustle – yet only four minutes from our major shopping village the township of Goolwa.
What were the circumstances that brought you into the retirement village industry and how long have you been working in it?
We have been actively involved in the retirement village industry over the past three years. Over this time we have designed the homes and our magnificent community club facility, completed selections (finishes) and overseen the construction and now we are selling the homes – which I might add we are extremely proud of.
What have you learned form the residents at your village?
No matter how hard you try and how much research you have done, you cannot possibly think of everything – and you are never too old to learn.
How do you help new residents adjust to life at Alexandrina Cove @ Hindmarsh Island?
We are constantly introducing them to other property owners within The Marina Hindmarsh Island, either by personal introduction or by inviting them to community functions. Some of our residents have previously been actively involved in volunteering their time to community organizations, if they have moved to Alexandrina Cove from outside of our area we try to assist them in linking up with similar organisations near the village where they can continue their volunteer work. We have just recently organised for one of our residents and introduction to a local aged nursing facility where they can attend as a volunteer. We also offer all of our residents a VIP benefits card which introduces them to store owners and staff and what’s more entitles them to discounts at various local stores.
What have been some of your greatest challenges at Alexandrina Cove @ Hindmarsh Island?
Our greatest challenge as a new village has been letting people know we are here and how accessible we are to the many services and fantastic shopping just a few minutes away. Because we are not located on a main thoroughfare, this at times has proven to be challenging. Once people walk through our homes and the newly finished community building they are just blown away by the quality and standard finishes. Our aim is to have everything done in the homes and in place for our new residents. If needed, we can even furnish the homes for new residents prior to them moving in.
News Monitor No 44
Highvale Retirement Village in Glen Waverley, Victoria recently celebrated their 25th anniversary. Here are some pictures taken at their birthday celebrations, which is this week’s Village in Focus.
Jean Tilbrooke won the award for most original dress. Other trophies were awarded for best dressed and liveliest personality. The residents had a great time as they danced to the tunes of the Jazz Band.
The red banner in the background of the photos is a timeline of the history of the village. The cake was very popular and was well appreciated and received.
Jean Tilbrooke congratulating Audrey Jamieson while Lawry Watson stands watch. All three residents have been at Highvale for 25 years.
Village Manager Joseph Bailouni,Regional General Manager Retirement Villages VIC/SA Lend Lease Primelife John Lovell with Jean, Audrey and Lawry.
Anetta Bauer
What have you learned form the residents at your village? 
What have been some of your greatest challenges at Alexandrina Cove @ Hindmarsh Island? 
Jean Tilbrooke congratulating Audrey Jamieson while Lawry Watson stands watch. All three residents have been at Highvale for 25 years.
Village Manager Joseph Bailouni,Regional General Manager Retirement Villages VIC/SA Lend Lease Primelife John Lovell with Jean, Audrey and Lawry.
Village Manager Joseph Bailouni,Regional General Manager Retirement Villages VIC/SA Lend Lease Primelife John Lovell with Jean, Audrey and Lawry.
(left to right) Lawry Watson, Audrey Jamieson, John Lovell, Joseph Bailouni, Jean Tilbrooke, with their certificates and medallions
