The LASA Retirement Village Manager of the Year Award aims to promote and recognise excellence across the diverse and dynamic fields of endeavour in the retirement living industry. This award celebrates the passion and achievements of those individuals who continually maintain high standards in customer service, sales and marketing, complaints and dispute resolution and robust operational management processes across their retirement community. The award will also highlight the important role that retirement communities play in providing affordable, age appropriate housing and
vibrant social and community services for senior Australians.

Nomination Criteria

This award recognises an individual and their team who strive for operational excellence across all facets of their village ensuring a happy, harmonious and successful retirement community. Nominees must provide the judging panel with insight to their village operations and management while referencing the following three areas:

Customer service and resident satisfaction:
This may include new and innovative processes,
technology,communication, or examples where you set new benchmarks in resident service(s). Provide examples of where you go ‘above and beyond’ to ensure high levels of resident satisfaction while achieving a happy and harmonious community.

Complaint management and resolution:
You must provide a copy of your complaint management and or dispute resolution policy for this section. The judges are keen to hear about examples of how you have managed a complaint/ dispute and taken ownership to provide a timely
yet satisfactory outcome.

Village life and environment:
Leadership will dictate culture. Provide an insight into the way of life for residents living in your community; you may reference activities, outings, amenities, social and community benefits. How does your leadership impact the village culture?

Important Dates: 

Nominations Close: 4pm Friday 11 September 2020

Awards Presentation:The Retirement Village Manager of the Year Presentation will be streamed online on 15 October 2020. The winner will receive a trophy and a 12 month subscription to the DCM’s institute Village Management PD + Peer Network. valued at $1,995