Refocusing on residents, rebuilding trust & communicating value
Conference Date
29th & 30th August 2018
Location
Aerial UTS Function Centre, Sydney
Early Bird - Save $400
Book by 29/06/18
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Agenda

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Day 1 - Wednesday 29th August, 2018

8:00
Registration, coffee & networking
8:30
Welcome remarks from the Chair
Ian Yates AM
Chief Executive
COTA Australia
Understanding policy & potential future regulation
8:40
MINISTERIAL ADDRESS
The Hon. Matt Kean MP
NSW Minister for Innovation & Better Regulation
9:00
KEYNOTE: Strengthening consumer protection in retirement living
  • Unpacking industry and community concerns
  • Ensuring fairness and transparency in marketing and contracts
  • Promoting a higher standard for retirement villages
Kathryn Greiner
Chair & Lead Reviewer
Ministerial Advisory Council on Ageing & Greiner Inquiry
9:40
Understanding the legal requirements of consumer protection
  • Making sense of consumer protection law
  • Writing contracts that protect you and your customer
  • Processing complaints and mitigating issues with existing contracts
Rose Webb
Commissioner
NSW Fair Trading
10:20
Morning tea & networking
10:50
PANEL DISCUSSION: Navigating state regulation & prioritising consumer protections
Simon Cohen
Director
Consumer Affairs Victoria
Rose Webb
Commissioner
NSW Fair Trading
Realigning brand to meet changing customer needs
11:30
Building a customer centric brand
  • Insights from New Zealand on the strengths and weaknesses of the retirement industry
  • Improving the quality of your service offering to customers
  • Connecting high level executive with the coal face of your organisation
Julian Cook
Chief Executive Officer
Summerset
12:10
Understanding & engaging with baby boomers & their families
  • Learning the demographics and trends of your market
  • Discussing how to adapt your brand to generational changes and attitudes
  • Targeting your marketing effectively and aligning your product with consumer interests
Simon Owen
Chief Executive Officer
Ingenia Communities
12:50
Networking lunch
1:50
INTERACTIVE ROUNDTABLE DISCUSSIONS
  • Ensuring customer understanding of contracts
  • Listening to feedback and handling complaints
  • Building trust in retirement living
  • Communicating your value offering
2:30
Prioritising the customer in every aspect of business
  • Understanding their expectations and interests and ensuring clarity of contracts
  • Identifying the shared interests of consumers, the community, and the business
  • Promoting positive customer experience & connecting it with your brand
Michael Wappett
General Manager Sales & Legal Administration
Stockland
3:10
Afternoon tea & networking
Differentiating & communicating value
3:40
Effectively promoting retirement services to potential residents & the community
  • Planning an affirmative organisational response to media scrutiny
  • Generating positive publicity and cutting through with good news stories
  • Conducting market research to effectively reach potential residents
Claire Ward
Executive Manager Marketing & Communications
Summitcare
4:20
Aligning service delivery with customer needs
  • Building a strong brand and clearly communicating your value offering to potential customers
  • Discerning customers’ interests and aligning your product offering accordingly
  • Ensuring transparency and openness in marketing strategies throughout the customer journey
Johanna Keating
Sales & Marketing Manager
Greengate
5:00
Closing remarks from the Chair & close of Day One
Workshop A: How to improve your business with effective marketing & a focus on the customer journey
Wednesday 29th August 2018, 5:15pm - 8:15pm

The workshop

After miscommunication has resulted in greater media scrutiny and mistrust in the wider community, it is now more crucial than ever to ensure effective, transparent communications. From the first point of contact to the time the sale is made, throughout the customer’s time as a resident, and even after they leave the village, customer understanding and satisfaction must be a priority.

This workshop will walk you through marketing strategies that work at each point of the customer journey so you can build strong customer relations, a trusted brand and a growing waiting list.

Attend and learn how to:

  • Identify customer needs & how you can meet them
  • Develop strategies to improve your marketing & communication strategies with existing & potential customers
  • Strengthen your brand & grow community confidence in your value proposition

Price: $499 + GST

* Refreshments & dinner provided

Claire Ward
Executive Manager Marketing & Communications
Summitcare
Register Now

Day 2 - Thursday 30th August, 2018

8:00
Welcome, coffee & networking
8:30
Welcome remarks from the Chair
Ian Yates AM
Chief Executive
COTA Australia
Rebuilding community trust in retirement living
8:40
KEYNOTE: Transforming public perception of retirement living
  • Responding to negative public perception and feedback
  • Developing and implementing an 8 point plan to drive retirement living forward
  • Next steps for providers to build trust and community engagement
Alison Quinn
CEO & President
RetireAustralia & Retirement Living Council
9:20
Understanding the resident’s perspective & collaborating for improvements in retirement living
  • Working with all stakeholders to develop a strong and fair industry
  • Listening to customer concerns and feedback
  • Promoting best practice
Tom Gait
President
Retirement Village Residents Association
10:00
Morning tea & networking
10:30
PANEL DISCUSSION: Refocusing on the resident & bringing stakeholders together to achieve shared goals
Tracy Dare
Group Executive Commercial Services
Blue Care
Alistair Christie
President
Australian Retirement Village Residents Association
Kathryn Greiner
Chair & Lead Reviewer
Ministerial Advisory Council on Ageing & Greiner Inquiry
Alison Quinn
CEO & President
RetireAustralia & Retirement Living Council
11:30
CASE STUDY: Engaging the community & delivering business growth with a values based approach
  •  Achieving business growth through a customer and service led focus
  • Leveraging the strengths of a “for purpose” trusted brand
  • Overcoming the constraints in growth by providing increased services through partnership and collaboration
Tracy Dare
Group Executive Commercial Services
Blue Care
12:10
Networking lunch
Delivering customer centric integrated services
1:10
Developing customer centric integrated care in retirement living
  • Insights from the aged care reforms and their implications for retirement living
  • The business and brand of integrated, customer driven care
Ian Yates AM
Chief Executive
COTA Australia
1:50
Exploring best practice models of integrated care in retirement villages
  • Identifying the opportunities and responsibilities of offering a continuum of care
  • Delivering holistic care services for your residents
  • Expanding your product to include care
Hilda Johnson-Bogaerts
Director - Selwyn Institute for Ageing & Spirituality
The Selwyn Foundation
2:30
Afternoon tea & networking
3:00
Identifying & integrating services to meet consumer needs
  • Developing a holistic approach to needs-based community services
  • Listening to customers and getting feedback to provide tailored, customer driven care and activities
  • Building confidence in your brand through customer centric, values based initiatives
Craig Smith
Executive Leader Service Integrated Communities
Warrigal
3:40
Ensuring customer satisfaction by providing clarity & meeting expectations
  • Educating staff and residents to ensure understanding of your product and service offering
  • Identifying the shared interests of residents, the business & the community
  • Developing processes that focus on customer experience
Erik Boddeus
Executive Manager - Retirement Living
Goodwin Aged Care Services
4:20
Closing remarks from the Chair & close of Conference
Workshop B: How to integrate care into your village
Thursday 30th August 2018, 4:30pm - 7:30pm

The workshop

With Australia’s ageing population, there is enormous potential for future growth in the retirement living sector, particularly when retirement villages can provide a continuum of consumer driven care. However, it can be challenging for operators to develop their brand and product offering to include integrated care.

This workshop is designed to provide insights and practical ideas about how to effectively integrate care in your retirement village and take advantage of the opportunities this offers for business growth.

Attend and learn how to:

  • Understand what is involved in integrating care into your village
  • Discuss systems & solutions for needs based service delivery
  • Plan how to integrate care for customer satisfaction & business growth

Price: $499 + GST

* Refreshments & dinner provided

Hilda Johnson-Bogaerts
Director - Selwyn Institute for Ageing & Spirituality
The Selwyn Foundation
Register Now
Workshop A: How to improve your business with effective marketing & a focus on the customer journey
Wednesday 29th August 2018, 5:15pm - 8:15pm

The workshop

After miscommunication has resulted in greater media scrutiny and mistrust in the wider community, it is now more crucial than ever to ensure effective, transparent communications. From the first point of contact to the time the sale is made, throughout the customer’s time as a resident, and even after they leave the village, customer understanding and satisfaction must be a priority.

This workshop will walk you through marketing strategies that work at each point of the customer journey so you can build strong customer relations, a trusted brand and a growing waiting list.

Attend and learn how to:

  • Identify customer needs & how you can meet them
  • Develop strategies to improve your marketing & communication strategies with existing & potential customers
  • Strengthen your brand & grow community confidence in your value proposition

Price: $499 + GST

* Refreshments & dinner provided

Claire Ward
Executive Manager Marketing & Communications
Summitcare
Register Now
Workshop B: How to integrate care into your village
Thursday 30th August 2018, 4:30pm - 7:30pm

The workshop

With Australia’s ageing population, there is enormous potential for future growth in the retirement living sector, particularly when retirement villages can provide a continuum of consumer driven care. However, it can be challenging for operators to develop their brand and product offering to include integrated care.

This workshop is designed to provide insights and practical ideas about how to effectively integrate care in your retirement village and take advantage of the opportunities this offers for business growth.

Attend and learn how to:

  • Understand what is involved in integrating care into your village
  • Discuss systems & solutions for needs based service delivery
  • Plan how to integrate care for customer satisfaction & business growth

Price: $499 + GST

* Refreshments & dinner provided

Hilda Johnson-Bogaerts
Director - Selwyn Institute for Ageing & Spirituality
The Selwyn Foundation
Register Now
Workshop C: Innovation in Retirement Villages Site Tour
Friday 31st August 2018, 8:00am - 4:00pm

The site tour

When differentiating your brand & value offering, it is invaluable to learn from other retirement village providers. From the building facilities, to operations, resident experience and marketing to potential residents, seeing successful villages in action is essential to understanding how you can be more effective.

This site tour will give you the tools and ideas to improve your brand, product and service delivery and includes:

  • A walk around tour to see how the villages use the space and facilities they have
  • Discussions with providers who are leading the industry in delivering a great product & service to residents
  • Practical insights and recommendations to help you on your journey

Join this full day retirement village tour to see how different Sydney villages are operating and innovating.

Retirement villages we will be visiting:

  • Cardinal Freeman Retirement Village, Stockland, Ashfield
  • St Basil’s, Randwick
  • St Brigid’s Green, Greengate, Maroubra – awarded ‘Best Retirement Living Development’ at the 2016 Property Council of Australia’s Innovation & Excellence Awards.

Price: $999 + GST

* Travel, refreshments & lunch will be provided

* Departure from Aerial UTS Function Centre will be at 8:00am

* Transport from and back to Aerial will be provided

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Key Speakers

The Hon. Matt Kean MP
NSW Minister for Innovation & Better Regulation
Alison Quinn
CEO & President
RetireAustralia & Retirement Living Council
Kathryn Greiner
Chair & Lead Reviewer
Ministerial Advisory Council on Ageing & Greiner Inquiry
Alistair Christie
President
Australian Retirement Village Residents Association