Author: Antonia Norris

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Reporting Results

New South Wales operators have 26 Days to be Rules of Conduct compliant

This week the DCM Institute distributed and mailed out to Village Managers across NSW a guide that will assist them prepare for compliance with the new NSW Rules of Conduct regulations.

These new regulations highlight areas previously not found in legislation across the country. Check out this list – just part of the new required code:

  1. The need for operators and their staff to maintain their legislative knowledge
  2. Operators must have regard to the best interests of residents
  3. Operators must exercise skill, care and diligence
  4. Operators must act with honesty, fairness and professionalism
  5. Operators must not disclose private and confidential information about residents or prospective residents
  6. Operators must have an elder abuse strategy
  7. Operators must provide information to external selling agents
  8. Operators must not make false or misleading representations
  9. Operators have new guidelines for marketing requirements
  10. Operators must disclose any conflict of interests and maintain a register
  11. Operators must have a robust complaints and internal dispute handling process, register and staff must be trained in these processes
  12. Operators must maintain policy, procedure and registers for Village professionals ongoing professional development
  13. Operators must monitor staff compliance with policy and procedure 

During the month we have received a number of enquiries asking the difference between The Rules of Conduct and Code of Conduct.  Put simply if you are operating in NSW you must comply with all areas of the Rules of Conduct by 1 January 2020 as it is a Regulation.

You can download a copy HERE. 

Where as the Code of Conduct is a voluntary industry framework that helps create the benchmark for Retirement Living operational standards and whilst this too comes into effect 1 January 2020 you are able to sign up at any point once you have completed the self assessment.

Click here to view our Compliance guide, developed by DCM Institute, to assist operators meet their requirements.Download Rules of ConductDownload DCMI Compliance Guide

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Key things to help you everyday What the research tells us

Self Care during the silly season…

One of the domains of the new industry Retirement Living Capabilities Framework is that of Self Management.

Importantly this domain mentions the ability to regulate emotions, thoughts, and behaviours to deliver organisational outputs effectively in different situations.

First up it’s vital that we Village professionals are also focused on our own self-care.

In my experience this time of year can provide situations where Village professionals find ourselves tiring, having come out of Annual meetings, facilitated events such as the Melbourne Cup and the various Christmas activities.  It is also a time of year where emotions can more easily run high.

Practising self-care involves recognising when your personal resources are running low and replenishing yourself rather than letting them run down to a point where you face the possibility of illness or burnout.

Here are 10 simple self-care activities to remember at this time of year:

  1. Set boundaries and communicate expectations on your availability to ensure that there is not a blurring between work time and home time
  2. Stock up on healthy treats in your bottom drawer
  3. Make time for a walk or some additional movement
  4. Create a habit that allows you the time at the beginning of the day to define perhaps the 3 important tasks you wish to get done
  5. Ensure you take a break during the day, away from your office
  6. Plan to do something that makes you smile each day
  7. Make sure you have a jug of water on your desk
  8. Take a deep breath before you respond to a difficult situation
  9. Ask for help; tell/share with someone your current challenge 
  10. Arrange something you will look forward to outside of work hours
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Latest industry developments

Village professionals finally have a framework upon which to build future careers…

Last week the Retirement Living Council unveiled Stage 1 of its industry framework to support the careers of Village professionals and the sector.

The industry recognises that Village professionals play a vital role in the professional operation of communities and are the ones tasked with the key activities that deliver against resident expectations. 

Called the Retirement Living Capability Framework, it seeks to set the benchmark for the skills and capabilities needed by we professionals within the sector.

Check the image above – it gives you a clear idea of the areas you are the key executive. 

Stage 1 identifies the skills and capabilities required by a Village professionals, further work is being completed on Stage 2 which will design how this framework will operate, with Stage 3 focusing on the implementation expected to commence in mid to late 2020 (you will not be seeing the evidence of this work for a few more months).

This new framework is a welcome addition for the sector as it provides clarity and consistency for the sector and residents on the skills and capabilities they should expect from retirement living professionals. 

At the DCM Institute we were grateful to have the opportunity to contribute to the Stage 1 process and are excited that this new framework provides a basis for Village professionals to commence building your ongoing career paths.

If you would like to read more click here.

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Reporting Results

Code of Conduct Registration of Interest hits over 800 villages – Operational Stage commences 1 January

Recently at a Property Council education day in South Australia, Ben Myers, the Executive Director of the Retirement Living Council, shared that over 800 villages had already registered their interest in being engaged with the Code of Conduct industry framework.

Ben shared “This industry framework plays an important role in the future protection and promotion of resident interests. 

It helps implement regulation in a way that creates high and consistent standards across marketing, sales and operations. 

It promotes trust and confidence in the sector. 

The framework supports open, transparent and efficient resolution of complaints and importantly provides industry leadership”.

Our tip: It is a really important initiative to take the professionalism of the retirement living sector to the next level. If you need a copy of the Code of Conduct, download it HERE.

At the same event Jason Sack, General Manager at Living Choice Australia shared tips on how the Living Choice team are championing this framework and as industry leaders offered these practical steps to help get you started: 

1. Develop an implementation plan

  • understand obligations and make sure you can always meet them
  • ensure you have the processes to manage complaints and disputes

2. Embrace the Code and opportunities it brings

  • promote the Code to customers and community (MPs and media)
  • include your commitment in marketing material
  • make sure potential residents know you value the commitment

​​3. Engage with residents, resident committees and resident        associations

  • host resident morning teas to talk about the Code and its benefits
  • discuss the Code at resident committee meetings

4. Appoint a Code Compliance officer

  • Who will be the first point of contact with residents on all Code matters?
  • Who will assist in monitoring village compliance?

Our tip: The team at DCM Institute have developed an example implementation plan to help you with the first step HERE. 

Plus over the summer break, the DCMI team will be adding more resources to the Resource Vault for members on the DCM Institute website, to ensure that signing up to the Code is as easy as practical for all participants. 

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Key things to help you everyday

Accelerate your village learning Join us in Sydney 20-21 Feb At The VILLAGE SUMMIT 2020 Village + H.O. Management

23 Sector Speakers: CEOs, Regulators, Motivators

The DCM Institute is proud to present The VILLAGE SUMMIT 2020, two days of inspiration and unique learnings in community leadership for Village Managers and HO Management staff.

The VILLAGE SUMMIT 2020 delivers and accelerates focused technical and soft skill development, professional development and premium networking.

By popular demand we have brought back Matt Church, rated in the Top 10 Motivational Speakers of the world.

Rebecca Hogan, Operations Manager at Churches of Christ (QLD) will provide positive learnings on managing and supporting residents in the dementia journey.

Mark Bindon co-founded Oak Tree villages, Australia’s fastest growing village operator (26 villages), will share his experience building resident trust.

Plus another 18 great sector speakers.

Join 400 of your village sector colleagues in a great two days of learning. $1850+GST, including our unique State Dinners at iconic Sydney venues including The QVB Tea Rooms or The Studio at Centrepoint Tower, where you join delegates from your State to build networks and share.

Learn more HERE.

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Things to watch

Operators must not disclose confidential information about residents or prospective residents…. NSW Rules of Conduct number 9!

A timely reminder of Section 9 of the new Retirement Village amendment (Rules of Conduct for operators NSW).  Confidential matters of residents and prospective residents must be respected.

Operators must not disclose or use any confidential information about residents, prospective residents, relatives or others acting on behalf of either party, unless the person provides authorisation in writing or was informed prior to obtaining the information of the intended use of the information.

This can have a great impact on how we operate each day. Here is an example. I am sure most of us would be acting with good intention when we request staff keep an extra eye out for Mrs Smith when she returns from hospital or we ask a neighbour to look in over the weekend.

Under the new NSW Rules of Conduct, you are now required to gain Mrs Smith’s written approval prior to disclosing this confidential information in relation to her current health status to anyone. 

Whilst this has always been best practice and certainly confidentiality is a high priority for most Village professionals, these simple situations that were done from a place of goodwill are now are being caught up in this regulation reform!

Our Tip: Moving forward it is our suggestion that consideration be given to the following to ensure compliance with this regulation and also to be clear of the resident expectation:

  • Ensure the Village Privacy Policy is in the staff handbook and all staff have this explained at induction
  • Make confidential situations a regular agenda item on staff meeting agendas
  • Use a photo release form for any photos used in a public domain
  • Use of a Personal Information release form
  • Remind residents of their rights for privacy via Village Newsletters/Notices
  • Secure record management systems are implemented

As January rolls around these tools will be available for members on the DCM Institute website to download. 

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Latest industry developments

Regulation creep is the new normal for the Retirement Village sector

Having been fortunate to hear direct from the best in the business legal representatives around the nation at our Village Professional Development Days, I can confidently tell you that never before in my family’s 30-plus year history in this sector have we seen the type and volume of regulatory reform as we are seeing today!

In Queensland, law firm MinterEllison shared that Stage 2 of a three-part QLD regulatory reform commenced just last week.

In New South Wales, MinterEllison shared a very similar message that operators should be focusing on compliance with Part 2 amendments.

They also encouraged participants to respond to the government’s call for feedback from the retirement village sector and the community about how the new asset management plan commitments should be implemented in the regulations.

You can find details of the discussion paper and submission instructions HERE.

In Victoria, law firm Russell Kennedy explained an issues paper published by the Minister for Consumer Affairs on 25 October 2019 has been released to encourage operators and residents to submit responses to 51 questions.

Community forums will be held in several locations during November. Submissions need to be submitted by COB Friday 6 December 2019. You can find the issue paper, community forum details and submission instructions HERE. 

In Western Australia, law firm Jackson McDonald highlighted that so far in 2019 we have seen 1 of 6 Consultation Regulatory Impact Statements (CRIS) released dealing mostly with the description of a Retirement Village, advertising and pricing. 

The second CRIS is due this month and could deal with any number of these issues including:

  • buyback regimes
  • funding capital works
  • maintenance and repairs
  • resident input into use of operating budget
  • refurbishment
  • memorials
  • village redevelopment and termination process. 

Note however, the sector in WA is united and has requested the Government take a slightly different approach to the reforms by developing a stakeholder consultative committee to engage with retirement village reforms over the next two years.

There is more to come with SA set to commence their Act review process in early 2020. This is certainly not the end to the reforms across the nation. 

I urge all operators to be in touch with their industry leading solicitors and ensure that they are signed up for their newsletters, and keep an eye on the relevant department websites regularly as much of this reform is sneaking up on operators.

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Key things to help you everyday

Regional Meetings

To attend an upcoming meeting just go to the Meeting Hub page on the DCM Institute website and follow the prompts. 

NSW Central Coast Tuesday 26 November 10:30am
Host Tracey Palser
Catalina Village Community Centre 68 Deaves Road Cooranbong
Essential Services in Retirement Villages – Speakers Luke Moody & Chad Gardiner

Brisbane North Tuesday 3rd December 2019 11:30am
Host Karen Naylor
Redland Aged Care Providers and Retirement Living Group
Fiction restaurant, Raby Bay Harbour, Shop 9 & 10/152 Shore Street West, Cleveland

NSW Mid North Coast Wednesday 4th December 10am
Host Amanda Howton
Ingenia Gardens Taree 60 Edinburgh Drive Taree

North Perth Wednesday 4th December 10am
Host Janine Thompson
Kingsway Court Retirement Village 6 Countess Link, Mandeley

Perth Wednesday 4th December 10am
Village tour with Hosts Jemma Viney & Nikki Mollart
Masonic Care WA, Forest Lakes Retirement Village 41 Geographe Way Thornlie

Everyone is welcome so please share this information with other village managers in your area.

If you would like to host a meeting, it is super easy.  Contact Tania and she will coordinate the meeting for you. taniak@dcmmedia.com.auAttend Regional MeetHost Regional Meet

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Reporting Results

Ingenia Community Manager named Employee of the Year

Ingenia Community Manager Misty Lovis, a member of our DCM Institute, has won the Employee of the Year Award at the 2019 Land Lease Living Industry Awards for Excellence.

Known as the Caravan & Camping Industry (CCIA) Awards, it celebrates the achievements of individuals and businesses in the NSW caravan, camping, manufactured housing and land lease living sectors.

Misty’s village, The Grange, also scored top honours for the Best Land Lease Community of the Year Award at the ceremony last Thursday in Sydney, and Ingenia snapped up the Community Engagement Award.

Misty took part in our Village Manager Professional Development program launched in April to deliver better resident outcomes and better business outcomes for operators.

Participants in the program are trained in dementia, ageism, regulations around fire emergencies, guidance with home and aged care, and much more.

Learn more HERE.

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Things to watch

Village Vibe contribution: How Watermark Wagga’s Melbourne Cup became fun for young and old!​

The Village Manager at Watermark Wagga had the idea to build a win-win relationship with the Hospitality division of the local Community College that enables students from the college to prepare and serve meals at the residents annual Melbourne Cup function.

Residents get to dust of the fascinators and enjoy each others company, while the students are granted the opportunity to experience what it is like to arrange and deliver a function.  

A fantastic opportunity for young and old to enjoy the festivities of Cup season.

They have been kind enough to share some of their photos below and above (event organiser and resident Jenny Grear enjoying a glass of bubbly).  Looks like they all had plenty of fun!

Fancy Hats: Anne Cottam and Nancye Rew enjoying each others company

Good time: Ves and Diane Skyes having fun at race day celebrations

Pastel Perfection: Margaret Gregurke and Katie Campbell dressed to the nines

Like to share your ‘good ideas’? Please send them in with photos.