FROM introducing solar-powered street lighting to creating a pet-friendly environment, communication is key when it comes to making changes.
That’s the view of Janet Fisher, manager of Lendlease’s Meadowvale village in Melbourne, who was named Manager of the Year for 2016 at the National Retirement Living Summit.
She has been manager at the community of 225 residents since 2007 and has implemented sustainable solar-powered street lighting to reduce residents’ utility bills and established strong community connections with the Bunarong Men’s Shed in the village. She also oversaw a change to the village’s pet policy, making it pet-friendly.
How did you feel when you found out you were named Manager of the Year? I was thrilled and at the same time humbled. I immediately hugged everyone on my table (I did know them all!).
What does the award mean to you? It is more what it means to the residents as this was the motivation to accept the nomination in the first place. I didn’t realise how proud they feel to have this award bestowed on their manager. It reflects on them greatly; I believe they are very proud of their village and to have someone steering the ship that they trust and value speaks for itself.
You’ve implemented many initiatives at Meadowvale. How were these received?
The key to introducing change is to make sure there is plenty of communication around this through newsletters, meetings and discussions with residents. The benefits need to impact on the residents in a number of ways. Reducing costs is first and foremost (which included an embedded network for electricity), increasing occupancy (a pet-friendly village means more residents and more service fees), and strong links with community groups like the Bunurong Mens Shed. Giving men one place to talk shoulder to shoulder is essential.
What plans are in the pipeline? There are so many things we would like to do and will do, such as capital improvements including the extension of the coffee lounge to create an al fresco area. Future changes to consumer directed care introduced by the government in 2017 may also bring greater opportunities for our residents to introduce, or in some instances, increase care services into their homes.
What are you most proud of? The presentation of the village with its open spaces and lovely gardens), its welcoming feel, our staff and the inclusive and friendly residents all contribute to making the village what it is, a very satisfying and highly positive environment to be a part of.
Now you also mentor other managers. What advice do you give to them? Listen to your residents and take the time to do so. Focus on good communication through face-to-face meetings, sharing information via newsletters, special notices and participate in regular forums or chat and chew sessions at least quarterly for all residents. Aim to provide the best service you can and be realistic about your limitations.
What do you love most about your job? The diversity of the role, the community of residents, the resident committee I work closely with, the great staff teams I have, and the myriad number of challenges that are faced on a daily basis.
How do you see the retirement living sector changing over the next few years and how has it changed since you started? What started out as a “cottage style industry” with a village manager living on site as part of the community, has changed to a service model with managers living off site and a greater focus on the range, quality and type of services delivered.
There has also been a significant change in the product we are selling, with upgraded interiors to meet market expectations and demand. I think we are only at the beginning of some significant changes in the industry with the government’s even greater focus on increased home care services planned for roll out next year.
This will give residents greater choices and flexibility in choosing the services, specifically care services, that they require.
NSW/ACT Manager of the Year and national finalist was Mike Lans, of The Arbour in Berry.
A former physical education teacher, Mr Lans has been part of The Arbour team for more than six years.
He brought with him to The Arbour skills acquired while teaching, such as team building, communication and conflict resolution.
He has reduced landscaping maintenance costs by $25,000 and the village waste bill by half while employing more staff.
He has also mentored staff and owners of a nearby seniors lifestyle resort.
“The key to Mike’s success has been his attention to detail, mentoring staff and hard work,” said The Arbour director John Leo.
“He is relentless with village budgets because he knows how important it is to get maximum service while minimising cost increases.”
