Shared Lives Plus
Anna has worked in the social care field in the UK for over 20 years in roles across both the voluntary and statutory sectors. Anna’s experience includes working on pilots to introduce personal budgets for people who need care and support and introducing community based initiatives to keep people connected to the people and places that are important to them.
Anna is now Executive Director of Support & Development at Shared Lives Plus, the UK network for Shared Lives and Homeshare where her role involves working with Directors, commissioners and other providers to develop and diversify the Shared Lives model across the UK while supporting members to ensure the quality across the sector.
Nicola Reynolds joined Benetas in February 2016 and comes to the organisation with over 20 years’ experience in senior roles in business and marketing strategy in both the private and public sectors across aged are and community services, education, public transport and health-data marketing sectors. These roles have typically been undertaken as sectors face major, micro, funding or environmental changes. Nicola’s experience covers brand differentiation, market research, campaign management across mass and digital channels, public affairs, advocacy and corporate reputation management.
Adjunct Professor Alan Lilly joined BlueCross as Chief Executive Officer in September 2016. Prior to this, Alan had held senior management and executive roles across a number of Health Services in Victoria and most recently, he was the Chief Executive Officer of Eastern Health. Immigrating to Australia in 1986, Alan is a Registered Psychiatric Nurse by background with post-graduate qualifications in General Nursing, Health Services Management and a Master of Business in Health Administration. In June 2016, Alan was appointed as an Adjunct Professor of Australian Catholic University. He is an Associate Fellow of the Australasian College of Health Service Management, a Fellow of the Australian Institute of Management and a Member of the Australian Institute of Company Directors. Alan’s professional interests are in leadership, culture, safety, quality and the resident/client experience.
Kathryn Rutkowski is a strategic and pragmatic Customer Advocacy Leader with a reputation for accountability, integrity, and delivery of solutions that create customer value and reduce business waste. Known for ‘getting things done’ across matrix organisations, Kathryn has 20+ years’ experience in Customer Advocacy, Customer Experience, Remediation, Consulting, Strategy, Operations, Finance, Productivity, Digital, CRM, Employee Innovation, Retail Banking, IT infrastructure, Wealth, Hospitality and Quality.
Kathryn’s aim is to make every interaction simple and easy, solve customer problems and remove business waste. Customers have needs and jobs to be done, and business requires clear vision and strategy to understand and incorporate what their customers are saying, to enable solutions in a collaborative, empathetic, inclusive, scalable and sustainable way.
By diagnosing issues with Voice of Customer and Employee, using Design Thinking and Kaizen to frame the Customer Problem and the Customer Service Journey, Kathryn distils complex problems into clear solutions, translates data into insights and defines business case success measures to deliver realistic action plans with tangible benefits.
Slade joined iSelect in March 2018 as Chief Experience Officer (CXO). He loves playing with shiny new tech devices and gadgets and staying ahead of the curve when it comes to emerging technology trends and the Internet of Things. Working alongside some of the some of the world’s most cutting-edge data science teams at iSelect, Slade is responsible for bringing to life compelling customer propositions that meet the future needs of consumers when it comes to life admin. He has extensive experience in digital transformation, having led large-scale technology based projects for leading global businesses.
Ian Yates is Chief Executive of COTA Australia, the national peak body for COTAs (Councils on the Ageing) in each State and Territory of Australia. Ian was appointed CE of COTA SA in June 1989 and has played national leadership roles in COTA since 2002.
COTAs are the peak aged consumer organisation in each state and territory and nationally, with thousands of organisational members representing over 500,000 seniors, plus 30,000 individual members.
Ian serves on a wide variety of federal government and aged care sector national bodies. He is a member of the Federal Government’s Aged Care Financing Authority; the Aged Care Sector Committee and the Aged Care Quality Advisory Council of the Aged Care Quality Agency and the Department of Health’s ACFI Monitoring Group. Ian is the COTA representative on the National Aged Care Alliance and its Sponsors Group. He is a Board member of the Aged Rights Advocacy Service (ARAS) in SA.
Beyond aged care Ian is a member of the Consumer Advisory Panel to the Australian Securities and Investments Commission (ASIC), a Director of Livable Housing Australia, and a member of the Advisory Board of the ARC Centre of Excellence in Population Ageing Research (CEPAR).
Ian is Chair of the Management Committee of the Australasian Journal on Ageing (AJA) and serves as a Director of COTA’s Insurance and Membership Services Ltd (IMS).
Ian has previously been a Director of the Aged Care Standards and Accreditation Agency and has served on the Consumer Consultative Committee to the Australian Competition and Consumer Commission (ACCC) and the Australian Energy Regulator (AER), the National Forum on Mature Age Participation, and the former Ageing Consultative Committee to the Federal Minister for Ageing.
Over the last decade Ian has been Deputy Chancellor of Flinders University and Chair of its Strategic Resources Committee and various other Committees; Chair of the Cancer Council SA and a Director of the Cancer Council Australia; Deputy Chair of the Repatriation General Hospital in SA; Deputy Chair of the SA Council of Social Service; Board Member of the Southern Adelaide Health Service; Board Member of the Flinders Medical Centre; and a member of the SA Government’s Health Performance Council.
Ian holds a BA from Flinders University; is a Member of the Australian Institute of Company Directors; is an Honorary Doctor and Emeritus Deputy Chancellor of Flinders University; and was awarded Membership in the Order of Australia (AM) in June 2005.
The Whiddon Group
Karn joined Whiddon after working for more than 20 years as a consultant in corporate and brand positioning, strategic marketing and planning. She has worked internationally and in Australia across a range of sectors including health and wellness, food retail and hospitality, financial and professional services and government.
At Whiddon, Karn is responsible for strategic planning, research and innovation and brand development. This includes innovating in the wellbeing space and contributing to Whiddon’s quality improvement through new care planning approaches, continuous development of our MyLife care model and programs and managing our consumer experience and feedback mechanisms.
The Whiddon Group
Amiria joined Whiddon in 2012 after establishing her career in corporate and start-up communications. As Whiddon’s Communications Manager, Amiria oversees Brand, Digital Marketing, Communications and Public Relations for the award winning not-for-profit aged care organisation based in NSW.
With great passion for storytelling, engaging consumers and delivering powerful content, Amiria has developed Whiddon’s external brand to have storytelling at its core. From telling tales of how a few hens have changed the lives of older people in residential aged care to launching the social cooking program VintageBites, Amiria has successfully proven that powerful storytelling is at the heart of a strong brand and profile.
Amiria is committed to enhancing the customer journey through consumer-focussed design and a strong customer-centric approach. Amiria enjoys leading a small yet dynamic team that delivers compelling and creative campaigns and marketing strategies that help position the organisation as an industry leader.
Allanna Kelsall is Chief Relationship Officer at PresCare where she leads the Human Resources, Customer Experience and Audit & Risk Teams with the overall aim of aligning motivated staff with satisfied customers.
Allanna has been with PresCare for two years during which time she has led the organisation and its people through essential transformation. With a successful career spanning more than 20 years across various industries in Australia, the United States, United Kingdom and Korea, Allanna is dedicated to optimising people resources, change initiatives and instilling a strong service culture for customers. She believes that a brand is just a promise…that can only be delivered through people…and is here to share with you today how she is doing that at PresCare.
Kerri is currently the CEO for Shepparton Villages and a LASA Director. Prior to this she was the Executive Director of Aged Care services for Mercy Health one of the largest not for profit providers of age care within Victoria. Before this she managed NorthWestern Aged Person’s Mental Health.
Kerri has been working in aged care for the past 35 years, 17 of those years have been in Senior Management positions. The remaining years have been in nursing. These roles have given her a comprehensive understanding of aged care from both a clinical and a management perspective in both an urban as well as a rural setting, which is beset by quite different challenges from city enterprises.
Kerri is also a sees the magic in caring and advocating for our most vulnerable elderly and the staff who dedicate themselves to their care. She is passionate about the delivery of quality care and the empowerment of clients.
Sally is a passionate marketer who brings the customer into the heart of every business function. She has over 20 years’ strategic marketing experience working in both large and small service organisations, including Medibank Private, Bank of Melbourne and Care Connect. Sally has a proven track record in transforming brands through understanding the customer journey, focussing on fixing the pain points that matter most to the customer and building customer centric cultures that drive results. Sally recently completed her Masters of Marketing and continues to foster her passion for learning new things through everything she does.
Georgina is integratedliving’s Executive lead responsible for national service delivery and management of centralised Customer Service Centre (CSC) operations in Newcastle including the scheduling and customer service teams. Georgina directly manages the Admissions team, focusing on expansion of integratedliving’s CHSP service reach and building a pathway to Home Care Packages to empower customers with the choice to stay at home and in their community as their support needs increase. Georgina’s portfolio also incorporates a number of corporate services teams including HR, WHS, Payroll, Recruitment and Quality. In an incredibly fast paced and rapidly evolving industry, we have successfully built a dynamic framework for delivering services, focused on customer service, partnership and continuous improvement. Georgina is constantly inspired by the passion and dedication of integratedliving’s team who demonstrate a deep sense of purpose and commitment. Driving a shared motivation to achieve service excellence via the development of a high performing culture that values customer service and accountability for outcomes has had a powerful transformative effect and enabled integratedliving to achieve significant recent growth.
Lauren has worked in the healthcare industry working for over a decade from clinical to managerial roles across acute, palliative care and aged care services. Where the focus of her work has been on transitioning senior care services to prepare for the paradigm shift and change in customers expectations.
A previous young Melbourne Hub Shaper, an initiative of the World Economic Forum and a Masters of Health of Human Services Management graduate. In 2015, she was awarded as one of Australian Financial Reviews Westpac 100 Women of Influence.
Australian Curriculum, Assessment & Reporting Authority
Tracey McFarland joined UnitingCare Queensland in July 2016 and has more than 25 years’ senior management experience across marketing, commercial strategy, sales operations and customer service in the not-for-profit and for-profit sectors. During this time Tracey has worked for numerous iconic Australian brands such as Telstra, Qantas, Suncorp and QSuper. At UnitingCare, Tracey continues to draw upon her passion for the customer to lead the design, positioning and delivery of insight-driven customer engagement strategies for brands such as Blue Care, Lifeline, and Uniting Care’s private hospital portfolio which includes The Wesley Hospital and St Andrew’s War Memorial Hospital in Brisbane, Buderim Private Hospital on the Sunshine Coast, and St Stephen’s Hospital in Hervey Bay (Australia’s first fully digital hospital). Tracey’s scope of responsibility at UnitingCare is broad and integrated, encompassing Brand and Digital Marketing, Customer Experience and Analytics, Fundraising, and Corporate Affairs. Tracey is executive sponsor of UnitingCare Queensland’s community aged care business transformation program, and co-sponsor of the organisation’s third Aboriginal and Torres Strait Islander Reconciliation Action Plan (RAP III). Tracey holds a Bachelor of Business (Marketing) from the Queensland University of Technology (QUT).
The Benevolent Society
Vanessa has consulted and worked in senior positions across strategy, business development and customer experience. Her most recent role is as Director, Consumer Engagement with The Benevolent Society. Prior to this she was National Manager, Business Development and Strategy with a national community service provider and Senior Manager, Health Advisory and Performance Improvement with PwC.
Her core expertise is in the areas of:
• Designing service models
- Developing insights and translating into design, service and experience improvements
• Growth strategyMore specifically she has expertise in:
• Designing and delivering on business growth strategy
• Designing B2B and B2C service delivery models
• Synthesising and creating intelligence from market research and analysis to underpin strategic decisions, market entry and product innovations.
• Incorporating the customer into product and service design and incorporating design thinking and facilitation methodologies, agile project management methodologies into service innovations.
• Integrating sales and marketing functions.
• Managing large bids/tenders and team members to achieve growth targets
• Managing the new market entry of a b2b business through to launch.
With over 20 years experience in global corporations and the technology sector, Mark has proven success in understanding then delivering high value outcomes based on consumer behaviour. Mark has worked across the care, consumer, manufacturing, and technology industries, in senior business, sales and marketing roles. Mark has also represented Asia Pacific on global capability teams as well as been a key driver of innovation on some of the world’s most iconic brands.
Mark has a diverse background, with a philosophy of providing strong business value for customers in a continuously advancing world and is particularly focused on maximising DPS’ specialty in empowering consumers of care through informed choice and innovation.
George Bej is a Director of Strativity Group, a global customer experience consultancy that has undertaken a significant volume of work in Australia’s Aged Care Sector and the broader health segment.
George has worked with some of Australia’s leading companies including several leading aged care providers, specializing in the application of customer centricity lenses in order to assist executive management teams enhance customer experience.
Prior to working with Strativity, George occupied a number of senior executive roles and has more than 30 years’ commercial experience across a range of industries and organizations. He has implemented customer focused programs that have led to revenue growth, improved retention and bottom line. George specializes in accelerating business performance, bringing tools and insights that can underpin successful transformation programs. George’s approach draws upon disruption theory, design thinking, entrepreneurialism and innovation and has brought much of this to the fore in his extensive work.
Steven Strange is CEO and founder of Health Metrics (a Financial Review Fast 100 Company, 2015 & 2016). As a recognized technology expert and innovator within the aged and health care industry, he takes special interest in disruptive technology and the associated challenges for the ageing population.
A sought after speaker, Steven is highly regarded for his thought leadership in what is the complex landscape of the Health and Wellbeing sectors. He is part of an Australian Federal Government ‘Think Tank’ on the use of technology in the aged and health care environment. Steven is responsible for the development of the internationally renowned health and wellbeing software, eCase®.
Since beginning his career in information technology as a programmer in 1982, Steven has progressed through roles such as IT Director for Ansett/Traveland, IT Director Fluid Interactive, General Manager Datum Group to his current day role.
Steven is a full member of the Australian Computer Society (MACS), and holds Computing and Law qualifications from Monash University.