Category: Things to watch

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Key things to help you everyday Things to watch

“The borders are opening, the borders are opening”: are you prepared?

The reopening of Australia will be really great news when it actually happens, but for us in Village Land there will be some unexpected challenges.

The Prime Minister wants all restrictions lifted by Christmas (and Christmas Eve is just three months from today!). We expect many residents will want to travel and many friends and families will want to visit.

We do know that we will have to be on our guard, so it is best to be thinking about it now.

For instance, COVID is likely to still be lurking, with ongoing low infections regarded as an acceptable risk for letting the country get up and going again.

Here are some things we brainstormed that we all should be thinking – and preparing for.

  1. Will you see an increase in interstate visitors in the village? 
    • Will they be allowed to stay in the village?
    • How will your existing residents react to more visitors?
    • How will your staff feel with the likely increase in visitors in and around the village?
       
  2. Will the extra visitors impact your current screening and contact tracing activities?
     
  3. Will your staff be wanting annual leave now they are able to have a holiday or visit family?
     
  4. How will you deal with the difference of opinion between residents?
    • Some may be OK with interstate visitors filling the village; some may not be OK with this?
    • Do you need to consider any new processes?
       
  5. What about the extra caravans?
    • They are likely to be parked around the village for more regular loading and unloading
    • Are you likely to have more caravans new to the village if residents who used to travel overseas are now considering more local travel plans?
       
  6. Are residents likely to want to become part of the house swap community and if so, do you have a policy to deal with that?
     
  7. What if a visitor staying in the village is found to be positive?
    • What is your organisation’s response and business continuity plan for this?
    • Will you allow them to remain in the village or will you rehouse them?
    • What extra resources/approvals might you require?
       
  8. Are you likely to have residents asking you for advice as to whether or not they should travel? 
    • What will be your organisation’s response?
    • Could you develop a guide to help them navigate the new local travel era –connect them easily with local trip options, travel advice, cancellation policy norms insurances, government health advice, etc?
    • What to do if the borders start closing?

As this situation changes and evolves so too does the need for our policy & procedures to evolve with the changing environment that might impact the way our communities once operated.

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Key things to help you everyday Things to watch

Village customers stronger than ever, despite or because of COVID

A number of Village Professionals have reached out to us to ask ‘how is the market going’ for retirement village sales.

We asked our colleague Carmella Rowsthorne at villages.com.au what is happening and she delivered the above graph for the 13 months from September last year to September 2020.

It shows that last year in September just under 3,800 people searched for a retirement village each day on villages.com.au.

This September, the same number of people are searching.

Numbers are actually up

But here is the thing. Victoria accounts for 35% of the Australian population and they have been in severe lockdown since July. They have not been able to even think of looking at villages let alone sell their homes. It was basically illegal.

So when you add this into the mix, you have to say the average number of people looking seriously at a village option has gone up in 2020.

The only changes have been multiple crises. Fires, drought and now COVID.

The family home is no longer as safe as it was last year.

Have you been receiving a higher level of enquiry? If not, perhaps you are not listing your village on villages.com.au. With 1.2M visits a year it is the No.1 village search destination.

You can find out more from Carmella by emailing her at Carmella.Rowsthorne@thedcmgroup.com.au.

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Key things to help you everyday Things to watch

December is 13 weeks away – the topic on everyone’s lips is sales

If there’s one thing we’ve been picking up in our weekly conversations with village professionals, it’s that sales across the industry are patchy, at best.

Yes, there are exceptions. Anecdotally some people say sales are holding (and in some cases even improving slightly).

But for many others sales have stalled significantly. For instance, if you were achieving one sale a month, you may be achieving only one every two months at the moment (we are talking outside of Victoria).

You would know that sales momentum is very important; it keeps everyone on their toes plus operators happy. With December 13 weeks away, do you have momentum? If not, now is the time to act rather than waiting.

What is momentum? It is a full sales pipeline and as many prospective residents nodding their heads positively. They can see they should be continuing the conversations with you.

Is the interest out there in these COVID times? What will make heads nod?

Here is a graph of 12 months traffic across Australia on our sister DCM web site, villages.com.au.

What you can see is that the number of people searching for a village is higher, in fact 7% higher, in August 2020 than in August 2019.

And remember, this includes Victoria where all the customers are in lockdown.

The customers are there. In fact, I am being told that the people who actually visit villages are far more committed than usual. They know that they need a ‘safe harbour in a storm’.

Again, our sister group DCM Research has just completed a survey of 2,200 non residents and found that COVID-19 has increased a feeling of vulnerability (43%) and isolation (31%). And this is for all people aged 60+ surveyed, not just people who have personal triggers.

So the customers are definitely out there, they are looking for options and they are committed. But how much can we do as village professionals on the front line?

If there is one thing that I’ve learned in tough sales markets, it’s that ‘one percenters’ matter. 

It’s the addition of all the little things that add up to a big impression on customers. The one percenters.

In this promotional video we have just done for this month’s deep dive topic in the DCM Institute’s Village Management Professional Development Program, I discuss the importance of having several people in the village that a prospective customer meets – not just you. These extra touch points give reassurance and also take all the reliance off you.

Check the video out as a thought starter. The challenge is to start now – the customers are there, they are willing, and December is just 13 weeks away.  

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Key things to help you everyday Latest industry developments Things to watch What the research tells us

Independent resident surveys and the importance of benchmarking the sector

It’s time of year where many operators need to consider their requirements under regulations, the Code of Conduct or Accreditation to invest in an annual resident survey.

If you are a NSW village you are required to conduct a resident survey under Rules of Conduct, for instance.

We’re a huge supporter of this process.

It’s an opportunity for residents to be heard, and for operators to obtain information that can develop into future services and business plans.

Personally, we prefer surveys that are undertaken by a third party, and provide the opportunity for benchmarking across the sector.

Why is benchmarking important?

Benchmarking is how we, as an industry, identify the highest level of achievements in the sector, so we can improve our performance standards.

This is valuable data that can be presented to governments and the media.

In-house resident surveys are still a valuable exercise and can be useful for operational decisions.

But we believe it is far more powerful to understand where you fit in the sector.

This highlights areas for immediate attention, areas for celebration and possibilities.

Here are some key questions to answer when considering your survey process:

  • Does it cover the key elements of the ARVAS standards?
  • Will it address key legislation requirements to provide evidence of review?
  • What performance and speciality areas are investigated?
  • How engaged will residents be?
  • What information could you collect that would benefit residents?
  • Which survey format is best for your village – written, online or a mix of both?
  • How are you going to collate and interpret results?
  • What is the best mechanism to share results?

There are a range of survey services, including the DCM Research one stop outsourcing program.

 Drop me a line HERE and I can let you know your choices.

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Key things to help you everyday Things to watch

Join your colleagues at DCM Institute’s Village Network – join us in October

One of our key commitments at DCM Institute is assisting village professionals around the country build strong local peer support networks.

We recognise the importance of these networks as a place that can provide:

  • Connection with likeminded peers facing similar experiences
  • Peer support to help solve challenges
  • Validation of current practices
  • The sharing of knowledge and experience
  • The opportunity to keep up to date with industry trends and local issues

Please join us and your local colleagues at the village network gatherings scheduled for October where we will discuss the challenges, opportunities and state of the sector.

Find the upcoming dates below, and click here to register.

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Key things to help you everyday Things to watch

Now is the time for emergency and fire safety preparation

Emergency and fire safety are key components of a compliant, safe and well managed village.

Be it for Workplace Health and Safety requirements, Retirement Village Act compliance or as part of a development approval condition, every village is required to have an emergency and fire safety plan. 

And fires aren’t the only threat a village professional needs to be aware of. 

Other emergencies like gas leaks, bomb threats and cyber attacks must also be planned for.

In my experience coming out of winter or early spring is a great time to schedule the review of these plans and any supporting activities.

Things to review:

  • Fuel reduction activities such as tree lopping and bush trimming
  • Fire warden refresher training
  • Continuity plans in the event of there being no access to the village, no phone lines, no electricity or no access to emergency contact records
  • Accessibility and visibility, like cutting back of hedges
  • Personal Emergency Evacuation Plans for residents that may require additional assistance from emergency services
  • Alternative route maps in case residents cannot leave by their usual route
  • Fire equipment and maintenance, including the checking for deterioration of hoses and equipment
  • Emergency lighting
  • Evacuation procedures

Here are a couple of ideas we’d suggest, as part of your review:

  • Consider inviting the local emergency services in to update them on any new process, personal emergency evacuation plans (PEEP), equipment or access arrangements
  • Revisit notification systems – notification strategies, door knocking, telephone trees, window signs
  • Organise a guest speaker from fire services to refresh all residents on their own personal plans, particularly if in higher bushfire risk areas
  • Arrange for warden and volunteer resident refresher training

We’d also recommend engaging in a two-way dialogue with the resident committee, wardens and your team. Even consider developing a resident interest group that may act as a sounding board to be engaged in supporting these activities throughout the year.

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Key things to help you everyday Things to watch

The new look “Village Networks” … For ALL Village professionals!

This week the DCM Institute team launched a new look “Village Network”. We are staging QLD, NSW, VIC (pictured above) and WA forums, plus we welcome the ACT as a new addition as well.

150 village professionals are sharing the many innovations, the huge amount of goodwill and learnings that have occurred during COVID.

These Village Network meetings serve as an opportunity for Village professionals to come together to share knowledge, experiences, stories, insights and the latest news in the retirement living profession. 

We discussed:

  • COVID challenges
  • Initiatives and solutions implemented
  • Opening up community centres
  • Annual meetings
  • Business planning for the next 12 months

Whether you are a sales person, assistant, in marketing or development I am confident you will enjoy the conversation. The Village Networks are open to any Village professional regardless of whether you are in the DCMI Village Management Professional Development program or not. 

We bring together village professionals within your own state and it is our intention to hold these meetings on a quarterly basis or as often as the group would like.

During the pandemic, they will be held online via Zoom so that you are able to attend without leaving your village.

There have been stories of strong community spirit, like:

  • Walking groups
  • Balcony serenade – musicians engaged to play in the courtyard
  • Driveway events – dress up, Anzac Day, Mothers’ Day
  • Odds & Evens happy hours
  • Operators assisting residents
  • Shopping services
  • Visiting grocers
  • Toilet paper provisions
  • Visiting doctors/chemists
  • Implementing technology to support communication
  • Uniting NSW 7,000 calls to residents checking in
  • In-house TV stations
  • Parcel delivery/post office drops
  • ‘Iso’ bingo
  • Collation of a diary with input from all residents to be a record of their COVID experience
  • Puzzle books / regional newsletter / strong support share ideas between VMS
  • Dress their streets/ driveway bingo / scavenger hunts
  • Donated toilet rolls – prizes for games
  • History of a resident’s life
  • Craft basics
  • New groups formed as skills/experience of residents shared and interests discovered
  • Driveway drinks
  • Innovative fundraisers
  • Virtual book club
  • iOS trivia

Join our next Village Network meeting here

Keep your eyes open on our Village Networks page for the next round of Village Network meetings to be held later this year.

If you would like to register for the future meetings please fill out the form on our new webpage and we will be sure to include you in the next round of meetings.

If you were fortunate enough to attend one of this month’s Village Network meetings, thank you for your participation! 

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Latest industry developments Things to watch

Buyback regulations increasing the emphasis on sales efforts, especially QLD and now NSW

The buyback regulations in Queensland are really beginning to hurt village operators, with early signs of village insolvencies appearing.

Last week an attractive 45-home village at Tin Can Bay, 80km north of Noosa, went into receivership because the owners could not find the cash to pay out the departing residents 18 months after their homes were vacated.

The regulations affect private village operators that have contracts where the resident is a ‘registered interest holder’ and likely sharing in the capital gain or loss on the sale of the property. These are predominantly ‘lease license’ contracts.

Also last week, the NSW government finalised its new buyback regulations. In summary, an operator will be required to pay out the departing family after six months in metropolitan areas and 12 months in regional areas after the home is available for sale.

‘Available for sale’ means when the home has had its refurbishment completed and contracts etc. are ready. In most cases this adds another three months.

An important condition is the operator can be exempted from the buyback payment if they can demonstrate they have used all reasonable efforts to market the home.

For village management, making the most of every sale enquiry and detailed record keeping will be vital.

In other states, 18-month buybacks are the norm.

The message is every sale opportunity is important because accumulated stock will be very expensive for the operator and unsatisfactory for the resident and their family.

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Covid-19 Things to watch

Restrictions easing, but confusion for residents and village managers as opinions differ….

Since the Prime Minister announced the easing of the pandemic restrictions I have been contacted by a significant number of operators and managers to discuss the ‘right thing to do’ in opening up community centres and village facilities.

The whole the sector is taking a fairly cautious approach as they navigate these waters. 

Each state has slightly different phases of restriction easing; some states provide guidance for Retirement Village operators and other states don’t. Some resident communities are cautious and while others are not, it has been a minefield for operators to navigate.

Overwhelming many managers regardless of their approach are being met with challenges from individuals in their communities who do not agree with their approach.

In broad ranging discussions with operators around the country it does seem the best way to move forward is in consultation with Resident Committees. Here are some topics that may help guide your discussions and decisions moving forward.

Consideration should be given to:

  • the current information on health.gov.au older persons advice
     
  • Relevant state based Retirement Village Fact sheets, where applicable
  • Access the COVID Safe Plan requirements for your state
     
  • Understand how the sqm rule requirements will work in communal areas
     
  • Identify how physical distancing requirements will be signposted and monitored
     
  • How record keeping of access to community areas will be managed
     
  • How these requirements be met in the event the manager is not present on site to monitor
     
  • Understand how the cleaning protocol and hygiene requirements will be managed
     
  • Identify the likely extra cost of any decisions i.e. additional staff to monitor, clean or manage the activities. Additional costs for cleaning products, sanitiser, signage and other resources/tools required.

Importantly agree on a plan should there be an outbreak in the future in the local community or your immediate village community.

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Key things to help you everyday Things to watch

Elder abuse is real: what to look for, where to find help and access to policies

Last month we wrote about elder abuse being a key focus for the NSW Retirement Village regulator. In this edition we share some insights and resources.

Monday was World Elder Abuse Awareness Day and the CEO of Dementia Australia, Maree McCabe said:

“Based on international indicators, it is likely that between two per cent and 14 per cent of older Australians experience elder abuse in any given year, with the prevalence possibly higher during a time when people living with dementia were isolating at home.”

Some of the warning signs of elder abuse to look out for include:

  • Unnecessary levels of isolation by a partner, family or friend that go beyond government (COVID-19) restrictions
     
  • Changes in the older person’s behavior, with the person disengaging from family members, health, aged care and other services
     
  • The older person being prevented access to potential supports and modes of communication (such as phone or internet)
     
  • Large sums of money to pay for unspecified items are being requested or spent
     
  • Making threats of self-harm or expressions of hopelessness

Here are some hotlines that have trained professionals that can assist you with your concerns.

  • ACT – Older Persons Abuse Prevention Referral Line – (02) 6205 3535
  • NSW – NSW Elder Abuse Helpline – 1800 628 221
  • NT – Elder Abuse Information Line – 1800 037 072
  • QLD – Elder Abuse Prevention Unit – 1300 651 192
  • SA – Elder Abuse phoneline – 1800 372 310
  • TAS – Tasmanian Elder Abuse Helpline – 1800 441 169
  • VIC – Seniors Rights Victoria – 1300 368 821
  • WA – Elder Abuse Helpline – 1300 724 679​

Elder abuse has been recognised by government and the village sector as an important component of the resident services that Village professionals provide. It is expected that operators have the required Elder Abuse policy and procedures to guide village professionals in these matters.

This will be especially so in becoming Code of Conduct compliant and/or striving to achieve Accreditation.

DCMI Village management professional development participants have access to templates for Elder abuse policy and procedures in the online Resource Bank. Check out our new DCM Institute portal here.