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Jenny Marello’s career path is anything but ordinary:
- Kitchenhand and administration during COVID
- Raised cattle in rural Victoria
- Ran an online Lego store
- Managed a trampoline park
- Licensed wildlife carer
All these experiences taught her adaptability, empathy and problem-solving skills she now uses every day to support residents at Ozcare.
What motivates her? Seeing residents happy, independent and thriving.
In July 2022, Jenny stepped into a brand-new village as Village Manager, learning every role on the ground, completing a Property Council diploma, and leading a vibrant, connected community.
Q: What first attracted you to retirement living?
A: I wanted a change, something different, but still in aged care. I started at Ozcare Hervey Bay as a food service assistant and kitchen hand in aged care, while also handling administrative tasks – especially during COVID, when we needed flexibility. I was offered an administration/concierge role at Ozcare’s Reflections On The Bay, which is co-located with the aged care facility. Every role I’ve learned from the ground up, which has given me a deep understanding of the industry. In July 2022, Ozcare offered me the Village Manager role at Reflections On The Bay and supported my training with a Property Council of Australia diploma. The role is incredibly diverse. Every day is different. I could be helping residents in their homes, organising events, assisting in the garden or supporting families.
Q: Did you always imagine working in this sector?
A: Not at all. My background is very diverse. I grew up aspiring to work with animals and became a licensed wildlife carer, raising possums and gliders. I’ve also worked in bakeries, hair salons, and even run an online Lego store. I lived on a rural property, helping raise cattle, which taught me resilience, patience and hard work. These experiences have shaped my adaptability and problem-solving skills – both traits essential in retirement living.
Q: How has your role evolved?
A: I was thrown in at the deep end with a brand-new village and had to learn every aspect of management quickly. Over time, I’ve built credibility with residents, staff and families. I’ve been nominated for the Property Council of Australia’s National Retirement Village Manager of the Year award. Being a VM is about balancing operations, customer service and resident engagement. Each day is very fulfilling.
Q: What does a typical day look like?
A: Every day is different. I might be opening the sales office, supporting residents, responding to requests on our Village , managing maintenance requests and issues or planting in the garden with residents. Our staff is hands-on, and my role requires flexibility, empathy and quick problem-solving.
Q: What’s the most rewarding part of your job?
A: Seeing residents feel at home and hearing families express gratitude. One new resident told me just two days after moving in that it already felt like home. That validation is priceless – it’s proof that our work makes a real difference.
Q: What misconceptions exist about retirement living?
A: Many people think retirement living is just aged care, where residents are dependent. In reality, we support independence and active lifestyles. Some residents may need extra assistance, but our goal is to empower everyone to live fully, with support where needed. This role is a lot more fun.
Q: What skills or training help you succeed?
A: Hands-on experience is essential. Training, such as micro-courses in dementia, finance, and governance, is invaluable, but day-to-day interactions with residents are where you learn the most. Being adaptable, empathetic and observant are critical skills that no classroom can fully teach.
Q: What advice would you give someone considering a career in retirement living?
A: Be yourself, approachable and transparent. Build genuine relationships with residents, families and colleagues. Stay adaptable and embrace the variety of the role – no two days are ever the same.
Q: Where do you see the industry heading?
A: Retirement living will continue to grow as a lifestyle choice. Villages will increasingly provide low-care support in the community, bridging the gap between independent living and aged care. Residents will have access to personalised care while maintaining independence.
Q: What keeps you motivated?
A: The satisfaction of seeing residents happy and thriving. Knowing that people love their home and feel supported is the ultimate motivator.
