INsite meets the three finalists for the 2012 Manager of the Year Award. The winner will be announced at the RVA Conference in Wellington on Tuesday 26 June at the National Bank Cocktail Party and Gala Dinner.

Debbie Powell, Selwyn St Andrew’s, Cambridge

INsite: What led you into retirement village management?

Debbie: In 1998, I began work with the St Andrews Village Trust in an accounting role, working six to eight hours a week. I also hold a diploma in Business Studies and Accounting. The manager and I were the only employees, so over the next six years, I gained a very good understanding of all aspects of retirement village living. When the previous manager retired at the end of 2003, I was offered her position.

INsite: How would you describe your leadership style?

Debbie: My leadership style is of a democratic/participative nature. I involve all the people I work alongside, as well as my manager and residents. This includes decision making, problem solving, and planning as appropriate. The result is a much more satisfactory outcome, with all parties having a good understanding of why a decision was made. This also reduces the number of concerns and complaints, as residents, in particular, feel that they have been listened to with an element of empathy. We welcome any suggestions, thoughts, concerns from residents, and if possible, act on these. This participative style also helps build and encourage relationships as all parties have a sense of responsibility for the successful day-to-day running of our village.

INsite: What or who inspires you?

Debbie: As you are aware, the Selwyn Foundation is a Christian faith-based organisation. The life and teachings of Jesus Christ are my greatest inspiration. Many of my residents also inspire me. Hearing about their lives and achievements prior to village life, observing their approach and attitudes to various ‘life’ issues and challenges, and seeing how they support each other in their own way is a real source of inspiration.

INsite: What do you enjoy most about village management?

Debbie: I would have to say the people – both my staff and my residents. It is a very positive and flexible work environment where we all feed off each other. As I am involved with the selling of ORAs, I also meet some interesting people from the community. Our total staff is only 1.5FTE, therefore, my role is very diverse; you never know what a day will bring and that can be exciting – it is never boring!

INsite: And the frustrations and challenges?

Debbie: We are proud to say we have a very high percentage of “highly satisfied” residents, which means we have a very happy village, with, to quote, “a very peaceful atmosphere”. This feedback comes from both residents and visitors. My frustrations and challenges tend to be with ‘outside’ parties and most people’s frustrations – people not returning phone calls, emails, contractors not showing up when they say they will, and so on, which means spending a lot of valuable time chasing up people and answers!

The St Andrews Village first started in 1975, so one of our biggest challenges is the on-selling of some of our older units. Retirement village living expectations today are very different to what they were even 10 years ago, and being an older village, we have very small and limited community facilities. This has been a challenge both to management and residents. However, I am pleased to say that these issues are being addressed by our head office and board.

INsite: Why should you be the 2012 Manager of the Year?

Debbie: Our residents like to see expertise and commitment rewarded. Feedback from residents is that they are happy with the management of the village, and this has been reflected in the results of our internal residents’ satisfaction survey. A resident commented to me that he knew residents hold a lot of respect for me. I felt very honoured to hear that. We have had many positive comments about the smooth running of the village from residents and that is evident in the village atmosphere, participation in activities, and our happy residents. This has also been acknowledged by residents’ families by way of complimentary cards and flowers when residents have left our village.

Diana Triplow, Mary Doyle Lifecare, Havelock North

INsite: What led you into retirement village management?

Diana: I have been a registered nurse for 35 years, and in this time, I have held a variety of clinical and management positions, including five years nursing overseas. In 1986, I realised that to further my career or influence national health decisions, I must achieve further tertiary qualifications. I completed my Advanced Nursing Diploma, Bachelor of Health Science, and then commenced postgrad papers in health services management. I was working as the unit manager of the medical services at Taupo Hospital – Lakeland Health at this time. In 1998, I seized an opportunity to set up and manage a new aged care facility: St Johns Wood Trust in Taupo. Three years later, all my objectives had been met and I moved to the next challenge. This opportunity was to manage the new development within Mary Doyle, a position that led shortly after to general manager of Mary Doyle Lifecare.

INsite: How would you describe your leadership style?

Diana: I am a participative leader, but I am able to adopt other leadership styles to obtain required outcomes. I am people-focused and I engage people with the intention to motivate them and achieve a goal that has positive outcomes. I try to be a role model to my staff in order to gain their respect and confidence in me. I am open and honest, consistent and fair, but I expect a high quality of work in return from my team. I mentor my senior staff and empower them through education, delegation, and support to develop and lead their teams.

INsite: What or who inspires you?

Diana: My residents are my inspiration – hearing them as they proudly show their friends and family around our facilities or watching and listening to their response to innovations I have instigated is truly inspirational.

Also, my husband and his support for my work. He works with me and shares my vision for Mary Doyle.

Striving to meet the mission statement and values we developed for Mary Doyle motivates me to be a leader of age care services in Hawke's Bay.

Finally, the positive feedback I receive about Mary Doyle from the community, primary health team, and staff who have worked in other aged care facilities.

INsite: What do you enjoy most about village management?

Diana: My residents. We are an extended family, sharing our passion to make our village the best place to live, love, play, and continue learning in. I am in such a privileged situation where my residents choose to leave their homes to come and live with us or families entrust their relatives to us. I love to hear the all-too-common “I wish I had done this years ago”. I love to provide opportunities to my residents so they can live a full and active life in our supported environment and also to keep couples together when one partner has to go in to care.

INsite: And the frustrations and challenges?

Diana: Managing personalities is always a challenge, both residents and staff. We have a predominantly female staff of 240 – speaks for itself, really! It is a challenge ensuring we employ good staff who provide the high quality of care we expect for our residents.

The length of time it is taking to obtain a contract from the DHB so we can provide subsidised home care services to residents within my village is frustrating.

INsite: Why should you be the 2012 Manager of the Year?

Diana: I am a general manager with passion for the work I do, and I have humanised the executive position of general manager within our corporate business. I lead from the front and have built effective teams within my village, resulting in a positive reputation within our community and excellent occupancy. My residents and staff support me – I guess their nominating me for this award shows this. I have trebled the growth of Mary Doyle, yet maintained a village atmosphere that is friendly and supportive. I am very innovative and always looking for new ideas to improve our village. I meet and exceed my key performance indicators. Becoming Manager of the Year would be the best gift I could give back to my residents.

Mark Rouse, Parkwood Retirement Village, Waikanae

INsite: What led you into retirement village management?

Mark: I had worked in a number of different industries in accounting and management roles before entering the retirement village industry. This business background and my love of working with people seemed to be the right mix when I joined Parkwood.

INsite: How would you describe your leadership style?

Mark: I like to think I lead by example whilst being inclusive all the way.

INsite: What or who inspires you?

Mark: I am inspired by people who have a real passion for what they do or have done in their lives.

INsite: What do you enjoy most about village management?

Mark: Seeing residents enjoying their lives and staff feeling fulfilled by, and therefore enjoying, their jobs.

INsite: And the frustrations and challenges?

Mark: Dealing with major cost increases that you have no control over, such as rates.

INsite: Why should you be the 2012 Manager of the Year?

Mark: For the residents and the village.