Refocusing on residents, rebuilding trust & communicating value
Conference Date
29th & 30th August 2018
Location
Mecure Sydney
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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
Janene Eagleton
Senior Executive
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
5:00
Closing remarks from the Chair & close of Day One

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
Jim Gibbons
Vice 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
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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