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Job Profile
Position Title General Manager Retirement Living
Division Retirement Living
Location As designated, but not limited to, that stated in letter of
appointment.
AWARD/CA N/A – Contract of Employment
Date Effective April 2014
MHL Job Reference RL0100
Reporting Relationships
Responsible to: Chief Executive Officer
Reports to: Chief Executive Officer
Reporting to you: Village Managers, Manager Assest & Infrastructure,
Business Support Officer, Administration Officer.
Role Function
This position is responsible for successfully managing the operations and asset
management of the South Australian and Northern Territory based portfolio of
properties & seniors living communities ensuring all associated services, functions and
performance ratios meet delivery, service and cost standards consistent with Masonic
Homes’ mission and objectives.
Responsibilities
• Provides leadership and management of the Retirement Living Division and is a
major contributor to strategic plans regarding ongoing operations of MHL
Retirement Living Communities.
• Work in strong partnership with members of the Executive Leadership Team and
other key staff as appropriate to achieve operational effectiveness, efficiency and
profitability.
• Efficently and effectively manage assets & infrastructure to consistantly grow the
value and market appeal with agreed budget guidelines.
• Accountable for the overall profitability of the operating activities of the
Retirement Living Division.

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• Develops and maintains resident relations and ensures open and informed
communication is maintained between management and residents.
• Ensure rentals from all MHL properties meet or exceed budget plans, whilst
expenditure relative to maintenance and other property services are kept within
budgeted levels.
• Ensure that all village assets are properly and regularly maintained and well
presented, including refurbishment of units for resale.
• Responsible for all property related contract services that are outsourced,
especially relative to land and buildings ensuring required performance is specified
and monitored. This includes areas such as fire safety, security-alarms and
patrols, and other contracted services. Defines property performance standards
for both internal and external suppliers, with input from other
divisions/departments as necessary.
• Reports regularly to the CEO, both written and oral, ensuring accurate and timely
reporting.
• Maintains an organisational ethos that supports the MHL corporate philosophy and
mission, through all aspects of the division’s activities, particularly with peers and
customers, all activities being focussed on providing superior levels of
competitiveness and continuous improvement.
• Ensures the establishment and maintenance of appropriate records and their
timely availability as required.
• Ensures that WHS policies and procedures are fully complied with by all staff and
contractors on site in all areas of responsibility.
• Ensures that village operations comply with the relevant legislation including the
Retirement Villages Act and that all QA/QC policies and procedures are fully
complied with by all staff in all areas of responsibility.
• Responsibilities and accountabilities as defined in WHS/HR Policy for employees.
• Other duties as directed by the CEO.
Key Performance Areas (KPA’s)
• Operational
- Financial performance of division vis-a-vis budget
− Profit & Loss – operting within budget
− Balance sheet – divisional assets
− Return on assets
− Consistancy in occupancy
• Maintenance / Asset Management
− Quality of service/timeliness/technical quality/customer relations
− Operating within budget
− Customer satisfaction greater than 85%
− Regular inspections of the village are carried out to monitor the condition of
the asset
− Ongoing and preventative maintenance and replacement schedules are
developed and executed
− Measurable return on investment
• Customer Service
- Service Integrated Housing
− Monthly residents committee meetings are documented
− Resident satisfaction rate of min 85% is achieved (measured by external
survey)
- Satisfaction serveys are conducted at least annually

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• Compliance
− Staff/safety incidence/accident/lost time/accident frequency rate etc
− Environmental issues
− Security
− Up to date knowledge of the Act is maintained
− In conjunction with the Manager Assets & Infrastructure, conduct internal
audits annually on maintenance schedules, policy and procedures and
services
• Management and leadership of divisional team and corporate wide communications
− Feedback on staff performance from residents is encouraged and received
− Performance appraisals for all staff are conducted at least annually
− Staff satisfaction rating of over 80% measured by 360 degree feedback survey
Safety at Work
The General Manager Retirement Living has a legal duty of care under WHS legislation,
as follows: -
• Comply with all policies, procedures and safe operating procedures of the Masonic
Homes that apply to the role.
• Ensure all actions are carried out in a safe manner so as not to endanger (by act or
omission) self or anyone else at work.
• Use any equipment provided for health and safety purposes.
• Abide by any reasonable instruction in relation to WHS.
• Report any injury, incident, near-miss and hazard and participate in developing and
implementing WHS solutions aimed at controlling risks.
• Attend WHS training aimed at ensuring and improving safety at work.
• In the event of a work-related injury, participate appropriately in a rehabilitation
and return to work program.
As a Manager you have responsibilities to:
• Ensure a safe working environment and safe systems of work, i.e. safe ways to
perform specific tasks
• Ensure safe plant, such as machinery and electrical equipment
• Ensure substances in a safe condition, for example, chemical stored safely
• Provide information, training, instruction and supervision, e.g. about hazards,
procedures, policies
• Monitor the health and environment of employees
• Ensure the timely reporting, investigation and appropriate risk assessment and
resolution of all injuries, incidents, near-misses and hazards within the work area
• Facilitate effective injury management, accident investigation and rehabilitation
for employees who sustain work related injury and illness

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• Encourage employees’ attendance at WHS training
• Positively promote safety at work so that Masonic Homes fosters a ‘Safety First’
culture.
Masonic Homes Values
Staff are required to conduct themselves in accordance with the following values: -
• Integrity
• Dignity & Respect
• Empathy
• Creativity
Selection Criteria
• Proven leadership and management skills, demonstrated with small specialised
teams such as characterised by this role at Masonic Homes.
• Formal tertiary qualifications applicable to this divisional area of responsibility –
most likely to be in business, commercial property management,
finance/accounting/ economics/project management/ commercial/legal.
• Sound financial knowledge and management skills relating to preparation of
budgets and managing to those budgets with sound understanding of rental and
leasing markets akin to those operated by Masonic Homes.
• Proven project management skills and experience in property, buildings,
infrastructure, maintenance, etc.
• Proven and sound reporting skills especially relative to potential and current
developments, feasibility studies, return on investments etc, and the ability to
clearly, concisely and accurately report.
• High level communications and presentation skills, persuasive, succinct, quick on
feet, able to persuade and influence.
• Excellent customer liasions skills wilth ability to build rapport quickly.
• Sound understanding of the relevant legislation including the Village and
Retirement Act.
• Proven experience interpreting and managing contractual obligations.
Acknowledgement & Acceptance
Employee Name:
Employee Signature: Date:
Duties and responsibilities for this position should not be considered definitive. Duties may be
added, deleted or modified, in consultation with staff, as necessary.