ACCPA supports its retirement living and seniors housing members by engaging with government and other stakeholders on relevant legislative reform and policy development and providing operational advice and support through our member support team.
In collaboration with ACCPA members, we facilitate and inform advocacy to emerging issues such as retirement village government reform agendas, state and territory legislative changes, and calls for retirement living and senior housing related submissions to ensure a safe and affordable housing model benefiting both seniors and the broader community.
ACCPA offers a full suite of retirement living policies and procedures to assist operators in becoming compliant with the Retirement Living Code of Conduct and the Australian Retirement Village Accreditation Scheme (further details available below).
Visit the ACCPA Safety and Quality Management System webpage to learn more about the policies and procedures we offer, or send us an email at
Retirement Living & Seniors Housing Operational Managers Program – building brand reputation through skilled management
Retirement Living and Seniors Housing settings deliver operational and managerial challenges that require skilled, adaptive and resourceful leaders. ACCPA is offering a targeted program to upskill your management team on the skills and behaviours that will really make a difference to your customers.
Every one of your employees is an ambassador for your brand and ensuring they are provided with appropriate professional development opportunities, tailored to your industry as these are, will give you a competitive advantage and help to build your brand.
The new program explores the essential role capabilities that support effective management and the key human skills that support better communication with team members and with older people and their families.
- Three modules.
- Nine workshop topics.
- Gain Continuing Professional Development points and a certificate of attendance.
- Online delivery commencing September 2023 through to August 2024.
- Modules from $649.00pp for ACCPA members with group discounts for three or more participants per organisation.
Continuing Professional Development
This program offers 22 Continuing Professional Development (CPD) points to support the maintenance of professional currency, expertise and competence. CPD points reflect both a commitment to continuous improvement as an organisation, and an investment in employees. A certificate of attendance and CPD points achieved will be provided to participants.
Module 1 – Essential Tools of Management
Learn the essential tools of management that ease the workload, embrace the freedom that planning and execution provides and explore key asset management principles and practices. Workshops include:
- Art of Retirement Living Management – 6 September 2023
- Planning and Execution – 16 & 23 October 2023
- Asset Management – 29 November 2023
Module 2 – Building Resilience & Understanding Others
Build resilience by understanding what motivates others, gain awareness of dementia and associated behaviours, and learn how to promote psychological safety and self-care. Workshops include:
- The Empathy Advantage: Self-awareness and Social Skills – 1 February 2024
- Understanding Dementia – 13 March 2024
- Psychological Safety and Self Care – 23 April 2024
Module 3 – Service Delivery for Positive Outcomes
Deliver service excellence and memorable customer experience, manage conflict calmly and resolve disputes and complaints with confidence. Workshops include:
- Service Excellence and Customer Experience – 5 June 2024
- Complaints Investigation – 16 July 2024
- Managing Conflicts and Disputes – 22 & 29 August 2024
Retirement Living Code of Conduct
The Retirement Living Code of Conduct developed and supported by ACCPA and the Retirement Living Council helps operators to provide a trustworthy and high-quality service for those living in, and considering moving to, a retirement community. The Code is focused on the wellbeing of residents, fairness in marketing and sales practices, maintaining good relationships with residents and stakeholders including transparent processes when residents move out. It includes mechanisms to improve the handling of complaints and disputes in a way that complements existing dispute resolution processes.
Signatories to the Code share a vision to promote and protect the independence, privacy, dignity, happiness, safety and security of older people through the provision of specialised, quality, fit-for-purpose housing, with tailored support services, within a community environment.
Retirement Living Code of Conduct – Overview
Retirement Living Code of Conduct – Annual Compliance Checklist and Statement
Retirement Living Code of Conduct Complaints Handling Guidelines
Australian Retirement Village Accreditation Scheme (ARVAS)
ARVAS is the national accreditation scheme for the retirement living industry, developed by ACCPA and the Property Council of Australia, representing the owners and operators of retirement communities. The ARVAS Standards Second Edition reflect the evolving service offerings within retirement communities across seven key quality areas:
- Community Management
- Human Resource Management
- Resident Entry and Exit
- Resident Engagement and Feedback
- Environment, Services and Facilities
- Safety and Security
- Resident Care (when applicable)
The ARVAS Standards are supported by explanatory notes, which provide important information about how the Standards should be interpreted and applied, including minimum requirements and general considerations that are intended to be aspirational and inform improvement. Note -Standard 7 applies to ‘included care services’ that are in the residence contract/lease agreement, or as an additional service on a fee-for-service basis, not to care services delivered through approved home care or residential care providers.
ARVAS Audit Partner
Quality Innovation Performance Limited (QIP) is the authorised accreditation provider against the ARVAS Standards on behalf of ACCPA and the Property Council, having accredited a against the previous standards (IRCAS) since 2011. QIP is Australia’s most comprehensive not-for-profit accreditation agency with expertise across the health and human services sector.
