Standard 1 – Community Management
The Community is managed efficiently and
effectively; the Community Manager is a
positive and proactive leader of the Community
team with a strong customer service orientation | 1.1 Community Manager
1.2 Policies and Process
1.3 Resident Billing
1.4 Information Management
1.5 Contract Management
1.6 Quality Improvement
| – Community Management POLICY
– Cyber security P&P
– Privacy P&P
– Community Manager Position Description
– Policies and Process – P&P
– Maintenance Fee Increase (NSW) letter – TEMPLATE
– Maintenance Fee Increase Letter – TEMPLATE
– Resident Billing P&P
– Information Management P&P
– Contract Management P&P
– Quality Improvement Plan (Excel) – TEMPLATE
– Quality Improvement P&P
– Annual Budget Process
– Pet Approval FORM
– Pet Ownership P&P
– Accessing Resident’s Homes Process
– Additions and Alterations OT FORM
– Additions and Alterations P&P
– Additions and Alterations Resident’s FORM
– Resident Gardening Approval FORM
– Resident Gardening Process |
Standard 2 – Human Resource Management
The Community’s employment management
practices ensure that the quality and quantity of
staff are sufficient to meet operational needs | 2.1 Selection and Induction
2.2 Performance Development
2.3 Credentialing
2.4 Work Health and Safety | HR Manual, including:
– Staff recruitment
– Equal Employment opportunity
– Process for Filling a Vacant Position
– Process for New Staff Orientation
– Staff Supervision and Support
– Performance Appraisals
– Staff Education and Training
– Staff Performance Dispute
– Staff Grievance Process
– Mandatory Notification Requirements About
Registered Health Practitioners
– Leave
– Notification of Incident / Accident
– Management Responsibilities
– Employee Responsibilities
– Work Health and Safety |
Standard 3 – Resident Entry and Exit
The Community’s processes for managing
resident entry and exit are effective and
focus on a positive resident experience. | 3.1 Sales and Marketing
3.2 Contracting
3.3 Orientation
3.4 Resident Exit | – Contracting Meeting AGENDA
– Contracting P&P
– GP Letter – TEMPLATE
– Moving in Early Letter – TEMPLATE
– Orientation CHECKLIST
– Orientation P&P
– Personal Information FORM – Instructions
for Legal Team
– Premises Condition REPORT
– Prospective Resident – Application FORM
– Resident Entry P&P
– Resident Exit Advice FORM
– Resident Exit P&P
– Resident Information and Privacy Consent FORM
– Sales and Marketing P&P |
Standard 4 – Resident Engagement
and Feedback
The Community engages residents
effectively. | 4.1 Resident Engagement
4.2 Resident Information
4.3 Annual Meeting of Residents
4.4 Resident Committee
4.5 Resident Experience
4.6 Complaints and Disputes | – Feedback Register TEMPLATE
– Resident Engagement P&P
– Resident Information Handbook P&P
– Annual Meeting of Residents P&P
– Annual Meeting of Residents – Meeting Agenda
TEMPLATE
– Annual Meeting of Residents – Meeting Minutes
TEMPLATE
– Management Resident Committee Action Plan
TEMPLATE
– Resident Committee P&P
– Residents Committee – Terms of Reference
TEMPLATE
– Village Manager Report TEMPLATE – Presenting
at Resident Committee Meeting
– Resident Committee – Meeting Agenda
TEMPLATE
– Resident Experience P&P
– Resident Survey TEMPLATE
– Complaints and Disputes – Acknowledgement
Letter TEMPLATE
– Complaints and Disputes P&P
– Elder Abuse P&P
Recourses included: Retirement living code of conduct
complaints handling guidelines AND NSW Elder Abuse
Toolkit: Identifying and Responding to the Abuse of
Older People – The 5 Step Approach |
Standard 5 – Community Environment,
Services, and Facilities
The Community environment, service and
facilities are managed effectively and in
accordance with contractual obligations. | 5.1 Common Areas and Facilities
5.2 Catering Services
5.3 Transport Services
5.4 Maintenance Services
5.5 Personal Services
5.6 Emergency Response | – Common Areas and Facilities P&P
– Common Areas Cleaning AUDIT TOOL
– Common Areas Cleaning Schedule TEMPLATE
– Catering Services P&P
– Food Safety Hygiene Monthly CHECKLIST
– First Aid P&P
– Incoming Goods CHECKLIST
– Kitchen Cleaning Schedule TEMPLATE
– Monthly Menu TEMPLATE
– Quality CHECKLIST Incoming Goods Products
NOT Meeting Requirements
– Residents Dietary Profile FORM
– Transport Services – Bus Trip CHECKLIST
– Transport Services P&P
– Maintenance Request ACTION PLAN
– Maintenance Request FORM
– Maintenance Services P&P
– Preventative Maintenance Schedule TEMPLATE
– Additional Personal Services P&P
– Personal Services P&P
– Resident unable to live independently P&P
– Emergency Call System P&P |
Standard 6 – Safety and Security
The Community’s processes for managing
safety and security are effective. | 6.1 Environmental Safety
6.2 Plant and Equipment
6.3 Emergency and Disaster Management
6.4 Fire Safety | – Environmental Safety and Security Process
– Environmental Safety POLICY
– Risk Management P&P
– Risk Management TOOL
– Plant and Equipment P&P
– Emergency and Disaster Management P&P
– Emergency Management CHECKLIST
– Fire Safety P&P |
Standard 7 – Resident Care
Residents receive safe, high-quality care
consistent with their needs and preferences. | | – Assessment, Care and Service Planning P&P
– Changing Behaviours P&P
– Choking Incident Process
– Deteriorating Consumer P&P
– Dignity of Risk P&P
– Falls FACT SHEET
– Falls Management P&P
– Falls Management Process CHECKLIST
– Falls Management Process POSTER
– Falls Prevention Plan – I can Mobilise Myself
– Falls Prevention Plan – I can Mobilise with Assistance
– Incident Management P&P
– Incident Management Systems FLOWCHART
– Managing Hydration, Nutrition and Dysphagia P&P
– Post Falls Assessment and Review TEMPLATE
– Pressure Injury P&P
– Safe Footwear CHECKLIST
– Skin Integrity P&P
– Skin Tear PROCESS
– Unexplained Absence P&P
– Wound Care and Pressure Injuries FACTSHEET
– Wound Management P&P |
