Resident Satisfaction Leads to Recognition for Forest Hills Retirement Village Manager
An increase in her retirement village resident satisfaction levels is just one of the reasons why Jane Ellis has been crowned the Victoria/Tasmania winner of the 2018 Programmed Award for Village Manager of the Year.
Jane is the manager of the Forest Hills Retirement Village in Nunawading, in Melbourne’s eastern suburbs. Forest Hills, operated by Lendlease, currently has 110 independent living units and 44 apartments.
During her time as manager, Jane has implemented several initiatives to ensure that Forest Hills is an active and harmonious community for its residents. She has worked closely with residents on the upgrade and maintenance of village accommodation and recreational facilities to an exceptional standard.
She has led initiatives to connect residents with community services that will enable them to stay in their homes for longer. This included a program over 12 months including information sessions on My Aged Care as well as visits by home care and aged care providers to talk with residents and their family members about their services.
She has fostered opportunities for greater connections between village residents and the local community, including the use of village facilities by a community singing group and performances by music students. The village craft group participates in the Boomerang Bags project by making reusable shopping bags which has attracted support from local residents as well.
Jane has strongly focused on understanding the needs of residents and has introduced initiatives to ensure residents and staff are adequately consulted and involved in decisions related to the day-to-day running of the village. This has been reflected in a significant increase in resident satisfaction measured through an annual survey.
In addition to her focus on residents well-being, Jane has also been recognised for her village management strengths, ranging from the village’s daily operations, finances, and maintenance through to managing responses to extreme weather events.
Jane’s open and consultative style and her village management expertise has been applauded by residents: “Jane is a very approachable person, has recognised what needs to be done to run a thriving village and has brought with her a vast experience and knowledge of managing a retirement village,” said one.
The Programmed Award for Village Manager of the Year is part of the National Retirement Living Awards, which recognises the contribution and achievements across all areas of the retirement living sector by the people and companies helping ensure senior Australians have an enjoyable retirement.
As the Victoria/Tasmania winner, Jane will receive a trophy, and a $200 gift voucher from Programmed Property Services. The voucher will be presented at a morning tea hosted by Programmed at the winners’ respective village, so that they can celebrate with their residents. She will then be in the running for the 2018 Programmed Award for Village Manager of the Year, which will be announced at the 2018 National Retirement Living Awards to be held in Canberra on 29 November.