By Barbara Haines, BBS Communications, Group Senior Account Manager
Since the onset of the COVID-19 pandemic, most Australian businesses have repeatedly enacted, assessed and refined their pandemic-based crisis management systems and rapid communication procedures.
For retirement living operators, the focus has been keeping the more than 200,000 Australians living in retirement – and their families – safe and informed through these times.
However, as Australia moves towards a ‘living with COVID-19’ approach, the threat of further outbreaks continues to loom. What’s more, the last couple of years have demonstrated that things can, and likely will, go wrong at some point.
Simultaneously, levels of distrust have been growing. According to data gathered by BBS Communications Group’s global partner firm Edelman in the 2022 Edelman Trust Barometer Australia report, distrust is now the default, with 55% of respondents tending not to trust something until it is proven trustworthy.
With such a base level of distrust, the way organisations manage when things do go wrong is under increased scrutiny. In the retirement living sector, the trust that residents and their families place in operators is personal and emotional, which means it is at even greater risk of being damaged.
So while COVID-19 has been the recent focus for many, it is imperative that organisations review their broader risk management strategies, and anticipate all potential issues or crisis situations that could impact residents, family members, staff and stakeholders.
From accidents and emergencies, resident grievances, community developments and redevelopments to mergers and acquisitions or legal proceedings, having a well-informed and robust risk management strategy is key to addressing issues quickly, confidently and effectively.
But building trust is also about the day-to-day relationships. Well-trained staff, clear companywide protocols and effective communication channels build better relationships, greater understanding and strengthened communities, so investing in skills development is critical.
Find out more about how BBS Communications Group can help you to bolster your risk management capabilities.