22-24 NOVEMBER 2021 - GOLD COAST
Master of Ceremonies:
Kay McGrath OAM, Award-winning Journalist & Presenter, 7 Network Australia
M-L Macdonald, President, Retirement Living Council
International keynote – How to Raise the Bar
"We are the solution" – Lynne Katzmann, Juniper Communities (USA)
Lynne Katzmann gave the opening keynote on her successful Connect4Life model which her company runs at all its communities, which has slashed reductions of GP attendance and hospital re-admissions among its residents. She used the term “service enriched housing” to describe her service – not one we’ve heard in Australia before but could be applied to many operators here.
Lynne explained prevention is the key to good health, adding Juniper Communities decreased costs and increased wellbeing by implementing integrated care solutions.
Management Capability Framework Launch
"Creating a capability framework for village managers is part of the (Retirement Living Council) raising the management bar.”
Carolyn Barker gave attendees an overview of the work that went into stage 1 of the new management capability framework for sales professionals and village managers. More information on the framework and the capabilities identified can be found here.
The Code of Conduct, Accreditation and the new Regulatory Environment
"Time is now for action".
Delegates were given a thorough rundown of the Retirement Living Code of Conduct, the new ARVAS accreditation scheme and the ‘third pillar’ of our quality work, the development of a village management capability framework. Members who are at the front line of implementation advised the rest of the industry to approach it “in bite sized chunks” and use the Code firstly as a baseline tool for operational improvements.
Nicholas Playoust, Managing Director, AEH Retirement Group
Royal Commission – What does the interim report mean and where do we go now?
"It will start to impact the retirement industry via duty of care” – Patrick Reid, IRT Group.
In the wake of the Aged Care Royal Commission’s scathing interim report into the state of the aged care system, our panellists examined what retirement living operators need to know. Governance of organisations providing age services to senior Australians will be under the microscope as the Royal Commssioners make their recommendations next year.
The Economy, the Housing Market and what’s next
"It’s quite possible that interest rates go even lower” - David Plank, ANZ.
David Plank, Head of Australian Economics, ANZ noted it is a priority for the health of Australia's economy to get out of a low interest rate environment and believes residential construction will be one of the biggest indicators of an economic upturn - with good signs in Sydney and Melbourne. David also promised signs of availability of credit to improve.
David Plank, Head of Australian Economics, ANZ
What does it all mean?
"Credit will never be as easy to get as it was” - David Plank, ANZ.
A panel of industry leaders joined David Plank for a discussion about the impact of economic conditions on our sector. Operators indicated that regulatory change had made it harder to access lending for further development and discussed strategies for ensuring a steady flow of credit in an uncertain environment.
Rosemary Southgate, Principal, Russell Kennedy Lawyers
Presentation of 2019 Retirement Census
“Verticals have really taken off” - Tony Massaro, PricewaterhouseCoopers
The sixth annual PwC/Property Council Retirement Census provided a snapshot of industry trends, with nearly half of all new retirement living developments incorporating a vertical component. Find out more of the results here.
Home Care Service challenges in 2020 and beyond
"Create diversity in service" - Beverly Smith, Australian Unity.
The panel discussed what the next generation of clients and residents will expect. Beverly positioned “this is the generation that has 14 different varieties of Coke”, so diversity in service offerings will be needed. People will be prepared to pay more than before, but they will be far more demanding about quality.
Geoff Grady, Executive Director and CEO, Aveo Group Limited
Paul Matson, Operations Manager, Retirement Living, Southern Cross Care NSW/ACT
Beverly Smith, Executive General Manager, Residential Communities, Australian Unity
How I learned to Raise the Bar through running hotels
"Create differentiation’ – Graham Wilkinson, Generus Living (NZ).
Keynote speaker Graham Wilkinson detailed how he identified gaps in New Zealand's market, and a lack for luxury retirement living. Graham explained how he established his latest venture, using architecture and high-end services to stand out from the competition. He has used his significant experience in hotels to bring in more of a hospitality-based culture – working alongside his GM of Operations - who also holds a strong history in hotel operations.
National Retirement Living Awards 2019 Gala Dinner
Programmed Award for Village Manager of the Year
WINNER: Ross Dunning, Rylands of Hawthorn, Arcadia Group
Ingenia Communities Award for Future Retirement Living Leader
WINNER: Nidhi Saunders, Lendlease
Imagine Projects Award For Salesperson of the Year
WINNER: Jane Flynn, Stockland
NOVAS Award for Retirement Living Innovation
WINNER: Serviced Apartments Home Care Brokerage Model, Stockland
nettletontribe Award for Design Excellence
WINNER: The Benson, nominated by Demaine Partnerships
Keeley Green Award for Interior Design Award for Best Refurbishment
WINNER: Ardency Trebartha, Lendlease
Wise Agency Award for Marketing Excellence
WINNER: Plantations by Ingenia Lifestyle, Ingenia Communities
Raising the bar – lessons from a champion
"Great relationships in work are no different to elite sport’ - Jane Flemming, Live Life get Active Director and Olympian.
Jane Flemming encouraged delegates to see effective managing as being like a coach, providing ‘constructive criticism to an athlete’ in order to aide better performance.
How to raise the bar for residents
“As you start to introduce (the Code and accreditation standards), you need to do it in as open and transparent a way as possible” - Judy Mayfield, QLD RVRA.
Resident leaders from four different states and territories outlined their priorities for industry action in the upcoming year. Village manager skills, transparency in budgeting and despite resolution were all identified, with much potential for residents and industry to work together on mutually beneficial outcomes.
Alistair Christie, President, ACT RVRA
Jim Gibbons, President, NSW RVRA
Judy Mayfield, President, QLD RVRA
Lawrie Robertson, President, VIC RVRA
Mike Zorbas, Group Executive, Policy and Advocacy, Property Council of Australia
Meet the village managers
“We are seeing a greater ratio of older residents with more chronic health issues in a village” - Janet Fisher, Lendlease.
Award winning village managers took to the stage to share how their job has evolved. A greater diversity in resident demographics and priorities mean a “one size fits all” approach is set to fail – what younger and older residents want and need can vary greatly and these successful managers know how to adapt accordingly.
Ross Dunning, Senior Manager Rylands, Arcadia Group
Janet Fisher, Senior Village Manager, Lendlease
Julie Ramage, Village Manager, RetireAustralia
Andrew Graham, State General Manager QLD, Programmed Property Services
Revitalising ageing stock and villages
“There’s no redevelopment and there’s no upgrade if you don’t have that resident support” - Karen Armstrong, Leandlease Retirement Living.
From a knock down and rebuild to refreshing an existing space with clever interior design, a whole range of methods for revitalising older retirement villages was presented in this session. What each of these panellists shared though as a strong desire to ensure existing residents were engaged at every step of the journey to ensure they retained their sense of community.
Karen Armstrong, National Planning Manager, Lendlease Retirement Living
Keeley Green, Interior Designer, Director, Keeley Green Interior Design
Justin Lorenz, Head of Community Northern Region, Aveo
Greg McGee, National Construction Manager, Goldengrove
How to service a rapidly evolving customer base
"Effective leadership is based on consistency and authenticity" - Rob Fyfe, Independent Director & Former CEO Air New Zealand & Icebreaker (NZ).
A common sense of identity within a business is far more important than things like a “vision” or a “mission”, Rob explained. During his tenure as CEO at Air New Zealand, his focus on enabling employees to know what was happening at an executive level, was paramount. Rob would pull a shift a month across an area of the business (except the actual flying planes shift, he reassured people!) and also bring in an employee to executive meetings once a month with nothing off limits.
Rob is a big believer that a business that makes mistakes - and admits to them - will go much further than those not willing to take a risk.
Industry Priorities - how to continue raising the bar
Closing this year’s Summit, delegates heard from the Retirement Living Council on the progress of our 8-point plan priorities and wraps up lessons learned from the last two days and how to apply them in 2020 and beyond.