How Ozcare Achieved 95% Resident Engagement Using a Retirement Village App
Location: Hervey Bay, QLD
Residents: 80 growing to 200. Average age 79.
Type: Retirement Village – mix of apartments and broadacre homes
Manager: Jenny Marrello
At Reflections on the Bay, keeping residents informed and engaged was becoming increasingly difficult. Communication relied on printed newsletters, noticeboards, and manual processes that took time and often missed people. With an average resident age of 79, there were also real concerns about whether a digital solution would be adopted. Within 90 days of introducing the Pluss Communities app, Ozcare achieved 95% weekly resident engagement, transforming how residents connected, participated, and stayed informed.
About Ozcare
Ozcare is a leading Australian provider of retirement living, home care, and aged care services. Reflections on the Bay is one of its retirement communities, supporting an active and social resident base.
The Challenge of Communication in Retirement Living
Like many retirement villages, Ozcare relied heavily on traditional communication methods. While familiar, these approaches created inefficiencies and limited engagement.
Village Manager Jenny Marrello needed a better way to:
Reduce time spent on printing and distributing newsletters
Ensure residents received timely and consistent updates
Increase participation in events and activities
Reduce interruptions from residents seeking information
The biggest challenge, however, was not just improving communication. It was ensuring residents would actually adopt a new digital platform.
Overcoming Technology Adoption Barriers in Older Residents
Rather than leading the rollout solely through staff, Jenny took a different approach. She identified six resident champions, all in their 80s, and empowered them to support their peers in learning the app. This peer-led model created trust and removed much of the hesitation around technology. Residents were introduced to the platform through small group sessions, supported by ongoing, hands-on guidance. Instead of a one-off training event, the rollout focused on building confidence over time.
As Jenny explains:
“We selected residents who were comfortable with technology and had them help others. That made a huge difference in how quickly people came on board.”
This approach shifted the rollout from a technology implementation to a community-led initiative.
The Solution: A Central Hub for Communication and Engagement
Ozcare implemented the Pluss Communities app as a single platform for communication, events, and day-to-day resident interaction.
Residents could:
View news and announcements in real time
Access the events calendar and RSVP to activities
Receive updates without relying on printed materials
Stay connected with what was happening in the village
Staff were able to:
Publish updates instantly
Reduce time spent on manual communication tasks
Gain visibility into resident engagement and activity
Why This Approach Worked
The success of the rollout was driven by a combination of strategy and simplicity. Peer-led adoption played a critical role, with residents learning from each other rather than relying solely on staff. Ongoing support ensured residents built confidence over time, rather than being expected to learn everything upfront. The platform itself was designed to be intuitive, making it accessible even for those with limited experience using technology. Most importantly, the app delivered immediate value. Residents could quickly see how it helped them stay informed and connected, which reinforced ongoing usage.
Results: Engagement, Efficiency and Community Impact
Resident Engagement
95% weekly resident engagement
14,443 event views within the first 90 days
Strong adoption across residents with an average age of 79
Operational Efficiency
Significant reduction in printing and administrative tasks
Fewer interruptions to staff for routine information requests
Faster and more consistent communication across the village
Community Impact
Increased participation in events and activities
Improved visibility of what’s happening in the community
Stronger sense of connection among residents
Jenny reflects on the outcome:
“It’s made communication so much easier. Residents know where to go for information, and we’ve seen a real lift in engagement.”
What This Means for Retirement Village Operators
Ozcare’s experience highlights what is possible when digital communication is implemented effectively in a retirement community.
For operators, this can mean:
Less time spent on manual communication processes
Higher resident engagement and participation
Improved resident satisfaction and connection
Better visibility into community activity and trends
Importantly, this case demonstrates that age is not a barrier to adoption when the right approach is used.
Key Insights for Retirement Communities
Peer-led adoption drives significantly higher engagement than staff-led rollouts
Ongoing, hands-on support is essential for building confidence with technology
Simple, intuitive platforms reduce resistance and accelerate uptake
Delivering immediate value is critical to sustaining long-term usage
Frequently Asked Questions
How do you get elderly residents to use an app?
Successful adoption comes from peer support, small group training, and ongoing assistance. Residents are far more likely to engage when they learn from others in their community.
What engagement rates are typical in retirement village apps?
Many communities achieve engagement rates between 60% and 85%. Best-in-class implementations, like Ozcare, can exceed 90% with the right rollout strategy.
Can digital tools replace paper communication in retirement villages?
Yes. With the right implementation and support, most residents transition successfully to digital communication, reducing reliance on printed materials.
What are the benefits of a resident engagement app?
A resident app improves communication, increases participation in events, reduces administrative workload, and strengthens the overall sense of community.
Improve Communication and Engagement in Your Community
If you're looking to improve communication and resident engagement in your retirement village, Pluss Communities provides a proven approach backed by real outcomes.
“From a manager’s point of view, the app has been priceless — like having an admin on my team.”
In this video, Jenny explains why her residents have embraced the app!
About Pluss Communities
Pluss Communities helps retirement villages and aged care providers improve resident engagement, simplify communication, and streamline operations with an easy-to-use digital platform.
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