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ACKNOWLEDGEMENT OF COUNTRY
Australia: APSAA acknowledges Aboriginal and Torres Strait Islander people as the Traditional Owners of Country throughout Australia. We recognise Aboriginal and Torres Strait Islander people’s continuing connection to lands, waters and communities; and we pay our respect to them and their cultures and to Elders past, present and emerging.
Aotearoa | New Zealand: APSAA honours Te Tiriti o Waitangi | The Treaty of Waitangi as Aotearoa | New Zealand’s founding document and recognises the special place of Māori in Aotearoa as mana whenua.
DESIGNER
Fresher
and energy
President’s Welcome
General Manager
Portfolio – UniLodge, University of Canterbury, APSAA President
Tēnā koutou katoa |
Dear APSAA members and colleagues,
As we open the first edition of the APSAA Student Accommodation Journal for 2025, I want to take a moment to reflect on what has already been an energising and dynamic start to the year. From move-in weeks and fresh intakes to evolving industry challenges, our sector continues to grow, adapt, and deliver meaningful student experiences across Australasia, while our colleagues in the Asia region prepare for their next academic intake and seeing the last half of their academic year.
This year presents a wealth of opportunities and challenges, with significant growth and legislative changes shaping our landscape. As always, student accommodation remains at the forefront of shaping inclusive and supportive communities, and we are poised to meet these developments with resilience and innovation. APSAA continues to be the key body supporting professionals across the sector, fostering collaboration, and advocating for best practices that elevate student living.
As always, student accommodation remains at the forefront of shaping inclusive and supportive communities, and we are poised to meet these developments with resilience and innovation.
Across the profession, we are seeing the importance of peer support in student accommodation, with student leaders playing a crucial role in fostering community and connection. Their work remains invaluable as we adapt to the changing needs of students and institutions. Additionally, we recognise and celebrate the dedication of long-term professionals who have devoted years to making student accommodation a vibrant, welcoming, and safe environment. Their contributions shape the experiences of thousands of residents and reinforce the lasting impact of our profession.
Looking ahead, 2025 promises to be a transformative year. With new legislation coming into play and increasing demand for high-quality student accommodation, we must continue to embrace change with confidence. The APSAA community is a driving force in ensuring our sector remains strong, adaptable, and forwardthinking. Whether you are new to the field or a seasoned professional, your engagement and contributions will be essential in shaping the future of student accommodation.
As we embark on another year of growth and evolution, I encourage you to stay connected, engaged, and proactive. Together, we will navigate the challenges ahead and continue building enriching, supportive environments for students across our regions. I look forward to seeing the impact we will make collectively in 2025.
Maioha | Go well,
Jacob Waitere
JACOB WAITERE
Students at St Thomas More College, WA
Welcome to the March 2025 edition of the APSAA Student Accommodation Journal—now with a fresh new look! You’ll have noticed our glossy cover and refined layouts, a reflection of our commitment to keeping the Journal dynamic, relevant, and in step with the everevolving student accommodation sector.
We’re kicking off this edition with one of our most popular features—Member Profiles. Traditionally, the March Journal has
From the Editor Industry Movements
introduced professionals new to the industry. However, this time, we’re celebrating longevity and experience, shining a spotlight on colleagues who have dedicated 10 years or more to student accommodation. Their stories highlight the depth of knowledge, passion, and resilience that shape our profession and ensure its continued success.
Beyond our profiles, this issue brings you the latest insights into emerging trends,
sector challenges, and innovative practices that are shaping student living in 2025. From policy updates to case studies and thought leadership, we hope this refreshed Journal continues to be a valuable resource for you.
We’d love to hear your thoughts on the new look and content. As always, this publication is for our members, and your input helps us keep it relevant and engaging.
Enjoy the issue!
Arcady Hall, NZ
Beatrice Te Whata-Woods, appointed as Communications & Office Coordinator.
Eddye Davidson, promoted to Operations Manager.
Olivia Hundleby, promoted to Community Development Manager.
Scape, QLD & VIC
Annie Hsieh has commenced as General Manager, Unilodge South Bank.
Jordi Robertson has been promoted to Operations Manager of Scape, Tribune.
Natasha Curtis has been promoted to Operations Manager of Scape, Merivale.
Ana-Clara Tontini has been promoted to Senior Operations Manager, Scape, Victoria.
St Albert’s College, NSW
Brendon Thomas appointed Executive Manager of Finance & Operations.
Student Residence Trust Aotearoa,
NZ
Mauricia Huata appointed Residential Services Manager.
Nastassia Holtzhausen appointed Finance & Administration Manager.
UniLodge, NZ
Susan Shen promoted to General Manager – Strata, UniLodge New Zealand.
Alby Mokomoko appointed Maintenance Manager, UniLodge Canterbury.
Martine Hearfield appointed Property Manager Operations, UniLodge Canterbury.
Simon Mutch appointed Senior Residential Life Manager, UniLodge Canterbury.
University of Auckland
Gina Park promoted to Resident Manager – O’Rorke Hall.
Melissa Leaupepe moves to Resident Manager – Stuart McCutcheon House.
University of Southern Queensland, QLD
Nancy Allen has transferred from University of Auckland to USQ where she has been appointed Senior Residential Life Officer.
University of Sydney, NSW
Joshua Langerak appointed Senior Housing Officer.
Aotearoa Advisory Group Update
This year we emerge from conference organising with a renewed commitment to focus on engaging with our New Zealand Colleagues. It was fantastic to see so many of you at the conference.
The members of the AAG for 2025 are:
• Tara Baker (Chair) – Head of Operations, The University of Auckland
• Abigail Frederikse (Vice Chair) - Accommodation & Campus Life Manager University of Canterbury
• Sonia Mazey – APSAA Board member and Principal of Arcady Hall, Christchurch
• Martin Thomas – General Manager Student Residence Trust Wintec, Hamilton
• Brooke Petre - Residential Life Manager Massey University, Manawatū
• Melissa Leaupepe - Accommodation Resident Manager and Pasifika Support Lead, The University of Auckland
We will be checking in with members in preparation for the New Zealand summit and Professional Development Day. We want to make the day tailored to the issues and themes we are experiencing as a sector. We hope the day will provide an
ABIGAIL FREDERISKE
Accommodation & Campus Life Manager, University of Canterbury, APSAA Aotearoa Advisory Group Vice Chair
opportunity to strengthen our connections, make new ones and share best practice, with a few laughs and cake thrown in.
Please respond when you receive the survey. We will be contacting you to get feedback on topics and preferred timing of the event. As to the question of location of the PD Day, we would welcome getting out of the bigger cities. If you would like to host, please let us know!
We hope that move in days have gone well and look forward to connecting with you throughout the year.
Partner with us
APSAA industry partners have the opportunity to connect and collaborate with our growing membership across the region and leverage with affiliate associations around the globe.
To meet the needs of both our members and sponsors, APSAA has evolved the way in which we facilitate advertising, communications and engagement activities. Through advertising in our quarterly industry journal, our monthly newsletter and webinar series, or through our website and social media platforms, advertisers will have the opportunity to engage meaningfully with stakeholders across the sector.
These are unique and highly targeted opportunities that will put your brand front-and-centre for leaders and staff across the Student Accommodation Industry in the Asia-Pacific region.
Professional Development Committee Report
The APSAA PD Committee is excited to continue the highly successful Speaker Series in 2025, featuring special presentations on a range of topics relevant to student accommodation. In addition to this, we are launching a new initiative—the Community of Practice (CoP) in Mental Health.
Student accommodation teams often play a crucial role in the wellbeing of residents, yet the complexities of mental health issues can be challenging to manage alone. The CoP aims to foster a collaborative space
where professionals can share knowledge, exchange experiences, and support one another in navigating these challenges.
Meeting three times a year in an online format, the CoP will provide a structured yet flexible environment for learning and discussion. Sessions will feature a mix of expert presenters, interactive group discussions and case studies, and allow participants to gain practical insights into mental health support.
The CoP will serve as a forum for sharing best practices, discussing emerging trends, and addressing common concerns in the sector.
ANDREA ROHDE
Deputy Principal, Flinders Living, APSAA Board Member & Professional Development and Research and Knowledge Committees Member
By participating in this community, student accommodation professionals will have the opportunity to develop their skills, strengthen their networks, and enhance their capacity to support residents' mental health. Whether you are an experienced professional or new to the field, the CoP will offer valuable learning and peer support in a safe and collaborative environment.
Stay tuned for more details on how to participate in the Speaker Series and the new CoP in 2025—we look forward to building this community together!
Are you looking for staff?
The APSAA Jobs Board is a service available if you have a position to fill. Institution and Corporate members can post Job Opportunities to this page, and access is open to all job seekers.
Hello from the Research and Knowledge Committee! We hope everyone had a fantastic break and you are now deep into the whirlwind of welcoming new residents as we kick off another academic year. No doubt, it’s been a busy start, but we’re all in it together!
I’m also looking forward to seeing many of you at this year’s APSAA Conference in Melbourne which is shaping up to be an absolute cracker of an event. We are hoping that the industry guidelines will make their grand debut in person.
The APSAA Research and Knowledge (RAK) Committee has made solid progress in developing a new set of industry guidelines, with significant work completed in the last quarter of 2024 and throughout the holiday period. A draft version has now been produced, reflecting best practices in student accommodation management.
To ensure the guidelines align with global standards, the committee reviewed a wide range of industry frameworks and best practices from around the world. This research incorporated key principles from leading standards in student accommodation, along with many other notable resources, to create a well-rounded and effective approach.
These guidelines are being designed to support excellence in service delivery, enhance resident wellbeing, and promote best practices that align with global standards.
On 22 January, the committee met to review the draft version, which remains a work in progress. However, there was strong support for the guiding principles identified so far, with a clear focus on ensuring the safety and wellbeing of both residents and staff while enhancing the student experience through continuous best practice. Following this review, the draft was presented to the APSAA Board of Directors at their first meeting of the year, held online on 31 January. The board has been given the document to review and provide feedback on its direction. Once endorsed, the draft along with any board input will be returned to the RAK Committee for further refinement. The next phase will involve consolidating this feedback, fine-tuning the guidelines, and preparing for broader industry consultation.
The committee remains committed to developing a practical, adaptable, and highstandard set of guidelines that will not only set a strong foundation for student accommodation operations across the Asia Pacific Region, but
MARK POTGIETER
General Manager
Portfolio - University of Sydney, APSAA Board
Member & Chair, Research and Knowledge Committee
also evolve with the changing needs of our sector. These guidelines are being designed to support excellence in service delivery, enhance resident wellbeing, and promote best practices that align with global standards.
As we refine the draft with input from the APSAA Board and broader industry consultation, our focus remains on ensuring the final version is comprehensive yet flexible, allowing operators to implement it effectively across different accommodation settings. The ultimate goal is to create a resource that is not just another document on a shelf, but a valuable tool that helps student accommodation providers deliver safer, more connected, and enriching living environments.
We’ll be sharing more updates as the project progresses, so stay tuned as exciting developments are on the horizon!
On behalf of the Research and Knowledge Committee, I wish you all an amazing start to 2025.
Student Safety
APSAA response to introduction of the National Higher Education Code to Prevent and Respond to Gender-based Violence Bill
On Thursday 6th February, Minister Clare introduced to Parliament the Universities Accord (National Higher Education Code to Prevent and Respond to Gender-based Violence) Bill and tabled a copy of the National Higher Education Code to Prevent and Respond to Gender-based Violence.
APSAA is proud to have contributed to this work as a member of the Expert Reference Group that has worked closely with the Department of Education during the establishment of the national code, in particular the standard relating to Student Accommodation Providers.
Mrs Marion Grey, APSAA’s representative on the ERG stated: “This is a pivotal moment for the student accommodation sector, and one that has had the unwavering support of APSAA over the past twelve months. While we acknowledge that there may be challenges and questions regarding implementation, our commitment to ensuring the safety and wellbeing of our residents remains paramount. APSAA will continue to provide support, guidance, and education to all our members in the coming months.”
APSAA will be sharing resources and updates to our membership as the Bill and the National Code progress through legislative processes. In addition, the APSAA Annual Conference being held in Melbourne on the 19-22 May 2025, will include a day focussed on Gender Based Violence looking at governance and policy, preventative education work as well as practical workshop sessions in response and reporting, including speakers from across the Gender Based Violence sector.
Mrs Grey added: “For many advocates and supporters, this is the culmination of over a decade of continued commitment, and I have had the honour to be able to witness their passion first hand, thank you on behalf of all students that will benefit from your dedication.”
You can find the Bill and the explanatory memorandum here on the Parliament of Australia – Bills and Legislation website. You can also find the tabled National Code on the Department’s website: Action Plan Addressing Gender-based Violence in Higher Education - Department of Education, Australian Government
Action Plan Addressing Gender-based Violence in Higher Education
This is a pivotal moment for the student accommodation sector, and one that has had the unwavering support of APSAA over the past twelve months.
Peer Support in Student Accommodation
Diverse Approaches, Shared Goals
Across student accommodation communities, peer support plays a vital role in fostering connection, wellbeing, and a sense of belonging. While the role may be known by different titles — Residential Advisor, Assistant, Mentor, or Ambassador — the core purpose remains the same: to support students as they navigate university life.
This article explores how various member organisations structure their peer support programs, highlighting both common principles and unique approaches. Through these case studies, we’ll see differences in training models, responsibilities, and engagement strategies, showcasing the diverse ways institutions empower their student leaders to create safe, supportive, and thriving residential communities.
AUSTRALIAN CATHOLIC UNIVERSITY
Simone Gallo, National Manager Student Accommodation
Position title: Residential Advisor
Supervision: Accommodation Coordinator and support from Accommodation Officer and senior RAs
Compensation: Salaried – casual appointment
Training structure: Residential Advisors (RAs) complete ten online training modules through the University's learning management system. These modules provide essential theoretical knowledge and serve as a valuable reference throughout their tenure.
In addition to online training, RAs participate in an intensive week-long program covering Mental Health First Aid, leadership, allyship, and protocols for referring disclosures to ACU staff.
Ongoing development includes monthly team meetings and one-onone sessions focused on debriefing, coaching, and professional growth.
Role specifics: At Australian Catholic University (ACU), the Residential Advisor (RA) model plays a pivotal role in shaping the student experience within our residences. RAs are student leaders who take an active role in building a positive and supportive community. They serve not only as role models but also as connectors, guiding their peers to the wide range of support services offered by the university and the local community.
As a small international university with accommodation on four of its campuses, ACU operates within unique constraints. Unlike larger institutions, our size and structure mean that we do not have the capacity to engage overnight security staff. Instead, we have developed a collaborative model of care, pairing an RA who is on-call with a full-time staff member on-call in each residence every night. This system ensures that incidents are managed effectively while fostering an environment where students feel personally supported.
The success of this model lies in its relational approach. At ACU, we value the close-knit
nature of our community. Staff know all students and RAs personally, which allows us to create a deeply supportive and intimate environment. This relational framework is key to maintaining a balance between support and boundary-setting, ensuring students feel cared for while also encouraging their independence.
RAs are instrumental in cultivating this sense of belonging. Through their leadership, they foster connections among residents, promote personal growth, and encourage engagement in the broader university community. They are trained not only to respond to challenges but also to proactively build a culture of mutual respect and inclusivity.
While the model is resourceful and effective, it is not without its challenges. Maintaining boundaries in such a close-knit community requires consistent training and guidance. Additionally, the demands on RAs, who are students themselves, can sometimes be intense. However, the collaborative nature of the model—with full-time staff and the National Manager available for escalation and guidance - ensures that RAs are never unsupported in their role.
This model demonstrates how smaller institutions can leverage their size to create highly personalised and effective student support systems. By prioritising relationships, ACU has built a residential experience that is both safe and enriching for its students.
Planned/current improvements for the future: We delivered a refresh and upgrade to our training schedule for this intake. As we continue to refine the RA program, we aim to further enhance the leadership capacity of our RAs and strengthen the sense of community that defines the ACU experience.
CAMPUS LIVING VILLAGES
Kathy-Mae Tondut, Regional General Manager WA and NT
Position Title: Residential Assistant (RA)
Supervisor: Community Manager
Compensation: Hourly Wage
Training Structure: Initial Recruitment: A week-long training program is provided to new RA’s, introducing them to the expectations, responsibilities, and operations of the role. Training also includes mental health training, first aid, aquatic rescue and drug and alcohol training.
Ongoing Training: Throughout the year, RA’s receive continuous training to ensure they are up to date with procedures, protocols, and best practices.
Monthly Meetings: Monthly meetings are held to discuss performance, challenges, and opportunities for personal development.
Role specifics: RA’s primarily work evening shifts, providing support during hours when residents are most active within the village. These shifts are supported by an Evening Manager and Community Manager. In addition to their regular shifts, RA’s may take on ad-hoc shifts with support from Community or Village Managers. Their responsibilities include assisting with resident concerns, handling complaints and supporting administrative tasks such as checking in new residents and facilitating events. RA’s are never the first
point of contact in emergencies and must be accompanied by a CLV team member when responding to emergency situations.
Planned improvements for the future: Currently, there are no planned changes or improvements to the Residential Assistant model at CLV. The current structure, implemented in July 2024, has been reviewed and found to be effective. Moving forward, the focus will remain on maintaining the high quality of service and support provided to residents.
ST
COLLEGE
Position title:
Supervision: Dean and Principal
Compensation: Residential Advisors receive a 50% subsidy for their College contract, with the Senior Residential Advisor receiving 80% and the Deputy Senior Residential Advisors receiving 60% subsidy. Throughout training, all College Club committee RAs stay at College with no charge.
Training structure: Residential Advisors receive two blocks of training. The first is for three days, residential off-site, where the outgoing team and the incoming team share insights and complete handover. There is also team building, examination of policies, scenario training and hypothetical training.
The Residential Advisors then return to College four weeks prior to the Move-In
Day, enabling a wide range of training to take place. This includes Mental Health First Aid, First Aid & CPR, drug and alcohol training, SASH training, cultural training and risk assessment/event planning training. Subsequent to the training, RAs meet weekly as a group with the Dean and Principal.
In addition to the training for RAs, the College Club Committee, responsible for planning events, return to College two weeks prior to Move-In day, and also undertake formal training which includes First Aid & CPR, RSA, Drug and Alcohol Training, Risk Assessment training and College Culture workshops.
Planned improvements to the current/ ongoing program for the future: Last year we identified that there was a need for more formal training and team building for both of our Student Leadership Teams, not just the RAs. This year we increased the training for College Club Committee by an extra week, enabling both Student Leadership Teams to work together to ensure consistency with event planning (including risk assessment). We also introduced more formal College Culture training this year. The focus during these final two weeks of training is also to increase the teamwork and relationships between the two Student Leadership Teams. A cohesive working relationship between these two teams, with shared expectations, helped to foster a stronger community for the entire College.
We review training each year, and use real-life examples for the training for the incoming team.
ANN’S
Wendy Fleming, Principal and CEO
Residential Advisors (RAs)
Peer Support in Student Accommodation: Diverse Approaches, Shared Goals
UNIVERSITY OF NEWCASTLE
Jess Rokobaro,
Senior Manager Business Operations
Position title: Residential Mentor (RM)
Supervisor: Community Coordinator
– ResLife Leadership
Compensation: Paid for five hours per week.
Training structure: Two weeks of intensive training in January each year. Content includes an off-site team building leadership camp and sessions on managing conflict, having difficult discussions, restorative practice and much more. Other sessions
are held as required and staff run weekly check-in meetings with all RMs.
Planned improvements for the future: This year we are introducing Senior Residential Mentor roles into our leadership community. There will be one role per residence, and they will provide support to other Residential Mentors as well as having a more overarching view across their residences as a whole. We have also recently invited our Association members into aspects of RM training so they can build relationships from early on in the year. Careful review of these initiatives will be undertaken to determine their success as we look towards 2026.
UNIVERSITY OF WOLLONGONG
Vinay Varghese,
Senior Manager Student Residence
Position title: Resident Ambassadors
Supervision: Residence Managers
Compensation: Resident Ambassadors receive a 20% subsidy on their room rent for the duration of their role.
Training structure: Resident Ambassadors receive two weeks of training, one week in November the year prior to commencing the role, and one week in January prior to check in. Further training is provided to RA’s that join mid-year. Ongoing training and development is provided fortnightly during RA compulsory meetings. In addition, RA’s also completed First Aid / CPR and Safe Food Handling (paid by UOW).
To further strengthen team bonding, motivation, and preparedness for their roles, we plan for Resident Ambassadors across all sites to participate in an overnight stay, along with managers. This experience will ensure they are well-prepared at the start of their contracts and can proactively engage in their responsibilities. Alongside this, managers across all sites meet regularly to ensure consistency in approach, creating a unified experience for RAs and maintaining alignment in support and expectations across all residences.
Planned improvements to the program for the future: In the future, there are plans in to increase in recognition outside of the financial subsidy - for example, rewards, awards, appreciation events, increase awareness of RA’s across other parts of UOW.
Since UOW has multiple RA teams based at different sites, which are geographically separated, we are planning to integrate these teams to foster a sense of one holistic accommodation community. Our goal is to enhance representation across all residences through cross-collaboration in monthly meetings and by increasing the number of multi-residence events.
Additionally, we are seeking opportunities to gather student feedback after events to assess their effectiveness and drive continuous improvement in enhancing the student experience. This includes introducing external services such as Talk to Me Bro and exercise physiologists to further support residents' well-being.
WAIPAPA TAUMATA RAU | UNIVERSITY OF AUCKLAND (NEW ZEALAND)
Tara Baker, Head of Operations
Position title: Kaitohutohu Wharenoho | Resident Adviser
Supervision: Depending on the site, the line manager is either the Resident Manager or a Resident Coordinator
Compensation: 15 or 17 hours per week paid by salary
Training structure: Two weeks at beginning of the year, and 1 day refresher mid-year training for all RA's, plus ad hoc inhouse training as needs require.
Planned/current improvements to the program for the future:
Compensation - Over the past year, we have reviewed and updated our
compensation model, discontinuing the previous "discounted" RA room rate. RA salaries are now structured to be as cost neutral as possible. In our fully catered residences, RA’s compensation covers nearly the full weekly rate, with only a minimal contribution required from them. In selfcatered residences, RA’s compensation covers their accommodation costs, while also providing enough for groceries.
Wellbeing - We have also reviewed our resident support model & implemented a full night team to remove the overnight
component for our RA's, who used to have to hold a duty phone overnight to respond to incidents/lockouts that occurred in their building. This has allowed more focus into the community building aspects of the role.
Training - our RA training model is reviewed yearly, with a balance between online components & in-person learning, this has become particularly important due to the growth in our student numbers which has increased our RA pool to 100 which will grow again in the next few years as we onboard new residences.
Student Accommodation
Long Term Employees Q&A
Andrea Schoorl
Senior Accommodation Advisor, University of Canterbury
Tell us about your role, and what a day in your working life looks like.
My role is generally very data focussed keeping two StarRez systems aligned and making sure the application portal is up to date. During the early part of the year, I am more focused on promotional activities i.e. photo shoots, profiles, website updates. I run weekly reports on applications and occupancy for forecasting future residential developments. My role is also advisory, providing information to enable students to make informed accommodation decisions and answering student queries.
What first led you to work in student accommodation and what has kept you here?
I was working as a Marketing Assistant alongside the Liaison and Accommodation Advisors before I applied for the role. They were a fun group of people to work with –when the Accommodation Advisor went on extended leave, I stepped into the role on a three-month secondment and really enjoyed it. I was able to make positive changes that made a difference. The role is
so varied with marketing in the mix and no two days are the same. I have been able to develop my skills to improve systems and processes. The campus is such a beautiful place to work in with wonderful people that it has kept me in the role for 15+ years.
What advice would you give to those new to the industry?
There are ups and downs but supporting the student community and being part of their success is very rewarding. Enjoy what you do and know that you are making a difference to someone’s future.
What have been the benefits/highlights of your involvement with APSAA?
The biggest benefit for me is knowing that as a university we are not alone. Every accommodation team deals with the same issues and has the same challenges. Being able to network and problem solve with others in the same industry is fantastic. There have been some great professional development opportunities to take advantage of as well.
Can you please share a memorable moment of your time in the industry?
Receiving the Fred Johnson Award last year would have to be the highlight of my time at UC. To receive recognition at this level is a moment that will be hard to beat. You keep working away trying to improve on processes year after year and for an organisation like APSAA and the team I work with to recognise that means so much. A very memorable moment!
Anna Finlay
Campus Accommodation Officer, University of Tasmania
Tell us about your role, and what a day in your working life looks like.
Assisting students with accommodation bookings, enquiries and applications.
What first led you to work in student accommodation and what has kept you here?
I lived in Student Accommodation when I was at Uni (a very long time ago) and I loved it! I thought that I could contribute to the activities and culture in a positive way. I have stayed with Campus Accommodation because I enjoy helping the students and I work with an amazing team.
What advice would you give to those new to the industry?
Be flexible, adaptable and embrace change.
What have been the benefits/highlights of your involvement with APSAA?
Sharing of new ideas and procedures to which benefit the student experience.
Can you please share a memorable moment of your time in the industry?
Every new year check in day! I get to meet lots of new and excited students from all over the world!
Alicia Bushby
Campus Accommodation Officer, University of Tasmania
Tell us about your role, and what a day in your working life looks like.
I work as a Campus Accommodation Officer at the University of Tasmania, managing bookings for Newnham Apartments. My typical day starts with checking emails and processing overnight applications and extensions. I also conduct quarterly inspections of the apartments, raise invoices, approve bond refunds and manage debts.
What first led you to work in student accommodation and what has kept you here?
I initially started as a Finance Officer in student accommodation, drawn by my passion for supporting students during their university journey. I believe a comfortable living environment is crucial for academic success. Over the years, what has kept me in this role is the rewarding experience helping students navigate their living arrangements. It’s fulfilling to see them thrive and I enjoy the dynamic nature of the role, where each day presents new challenges and opportunities to make a positive impact.
What advice would you give to those new to the industry?
My advice to those new to the industry would be to prioritise building strong relationships with students and colleagues. Effective communication and empathy are key to understanding the diverse needs of residents. Additionally, stay organised and
adaptable as the environment can be fastpaced and unpredictable. Don’t hesitate to seek mentorship and learn from experienced colleagues; their insights can be invaluable. Lastly, always be open to feedback and continuous improvement—it's essential for personal and professional growth.
What have been the benefits/highlights of your involvement with APSAA?
My involvement with APSAA has brought numerous benefits and highlights to my career. One major advantage has been access to valuable resources that have enhanced my skills in student accommodation management. Additionally, participating in discussions about industry trends has deepened my understanding and commitment to improving student living experiences. Overall, being part of APSAA has been instrumental in my professional growth and development.
Can you please share a memorable moment of your time in the industry?
One of the most memorable moments in my time in the industry was welcoming new residents to their apartments. Seeing the excitement and nervousness on their faces as they settled in reminded me of how crucial this transition is for students. It was especially rewarding when one student expressed gratitude for the support we provided, sharing how it helped them feel at home. Moments like these reinforce my passion for creating a supportive and inclusive environment for all residents.
One of the most memorable moments in my time in the industry was welcoming new residents to their apartments.
Oliver Harbutt Operations Manager, Campus Living Villages
Tell us about your role, and what a day in your working life looks like.
My day varies widely, from performing maintenance tasks around the facility to offering support and guidance to our residents. One moment I might be fixing a running tap, and the next, I could be providing support to a resident who is having a tough time.
What first led you to work in student accommodation and what has kept you here?
As an alumni to the University where our Village is situated, I wanted to give back to the Edith Cowan cause and I had hoped to provide our residents with the same kind of positive and enriching experience that I had as an undergraduate living on campus.
What advice would you give to those new to the industry?
Listen to resident feedback as much as possible. Be aware of policy and follow processes.
What have been the benefits/highlights of your involvement with APSAA?
APSAA have updated me on industry standards and points of difference across the national network.
Can you please share a memorable moment of your time in the industry?
I was once invited to a residents wedding; I was honoured to attend.
Student Accommodation Long Term Employees
Natalie Tuakura
Campus Accommodation Officer, University of Tasmania (UTAS)
Tell us about your role, and what a day in your working life looks like.
I currently manage the NRAS Inveresk Apartments, our day will include all administrative duties, from emails, to phone calls, processing applications, lease breaks, apartment inspections, account debtors, face to face communication with residents and so forth.
What first led you to work in student accommodation and what has kept you here?
I started in a 6-week temp position initially with the Australian Maritime College (AMC) accommodation services, after completing an administration certificate at TAFE, nearly 31 years ago, after my 6-week temp position, an employee had resigned and was fortunately asked to return. In 2008 AMC and UTAS merged. I have been very fortunate to work within great teams and have undertaken various roles from administration to student support and back to administration. What keeps me here is our residents/students and wanting them to achieve their goals of completing their degree at UTAS and have a wonderful experience living within our accommodation. This is where many lifetime friendships are formed.
What advice would you give to those new to the industry?
That the main focus is ensuring our residents have a wonderful experience living in our residence and that it is rewarding industry to work in.
What have been the benefits/highlights of your involvement with APSAA?
Being part of a larger ‘group’ and having the opportunity to access the resources that APSAA offers, insight into the industry trends.
Can you please share a memorable moment of your time in the industry?
There is way too many, but my highlights are that I too have made lifetime friendships through this industry, that I treasure.
Kathy-Mae Tondut
General Manager WA, Campus Living Villages
Tell us about your role, and what a day in your working life looks like.
As a general manager, my role involves overseeing the WA village operations to ensure everything runs smoothly and efficiently. A typical day includes reviewing performance metrics, addressing urgent
issues, and collaborating with department managers. I engage with staff to foster a positive work environment, hold team meetings for support and alignment, and interact with clients and stakeholders to gather feedback and build relationships.
What first led you to work in student accommodation and what has kept you here?
I transitioned into Student Accommodation from the hotel industry. I have always been passionate about hospitality and ensuring my guests had a great experience, having students as your clientele keeps things fun and interesting.
What advice would you give to those new to the industry?
Enjoy the experience, assisting with young adults transitioning into their next
life chapter can be challenging, with a mixture of both stressful and fun days. Overall, it is very rewarding though.
What have been the benefits/highlights of your involvement with APSAA?
One of the key highlights has been the opportunity to connect with a network of dedicated professionals who share a passion for the industry. The sharing of stories and experiences leads to a new network of support around the country, and abroad with our NZ and Asian networks.
Can you please share a memorable moment of your time in the industry?
Open days have been one of the highlights for me. Meeting new prospective residents each year and sharing in their excitement of what’s to come in life makes the job very meaningful.
A 2012 Residence ball. Theme: Hero and Villains. Natalie is dressed up as Shrek.
Daniel Elvin Manager, Campus Accommodation, University of Tasmania
Tell us about your role, and what a day in your working life looks like.
I like to start my day early, keeping on top of emails and Zoom meetings. I have a statewide role, so I often get the opportunity to travel to the North and North-West of our beautiful island. Day to day, my role encompasses everything from facilities, strategy, compliance, escalations, finance, feedback from students, minor works and so much more… you all know what I mean!
One thing I realized early in my career is that working in Student Accommodation is never boring, and you can guarantee that no day is ever the same.
What first led you to work in student accommodation and what has kept you here?
I initially joined the University’s Accommodation division as a Senior Finance Officer, having previously worked in finance and payroll with the Tasmania University Union.
My initial focus was on setting up the policies, procedures, and systems to manage the University of Tasmania’s NRAS properties. This experience allowed me to transition into management roles in the North and NorthWest and eventually into a statewide role.
What has kept me here? Several things: the opportunity to assist our students by providing
them not just a bed but also the wrap-around services student accommodation offers, and working with an incredibly talented, supportive team. Together, we’ve achieved some truly amazing things.
What advice would you give to those new to the industry?
It’s fast-paced and ever-changing. Relationships are everything— from the facilities team to support services and senior leadership.
What have been the benefits/highlights of your involvement with APSAA?
At my first APSAA conference, I had a lightbulb moment: we’re not alone. There are other accommodation providers facing the same challenges we do.
APSAA has enabled me to build incredible, rewarding networks with people from diverse accommodation providers. The willingness in this industry to help and share knowledge is just amazing!
Recently, serving as a Director on the APSAA Board has given me the chance to work with different committees and play a small part in shaping the association.
Can you please share a memorable moment of your time in the industry?
There have been so many ‘moments’ throughout my career. A standout, though, has been that initial four-year process of setting up our 770 NRAS apartments across the state, providing our students with a completely new accommodation option than was previously offered, then going on to open additional beds in Hobart pre-Covid to cope with excess demand for accommodation.
I am incredibly lucky to have a job that I love and to work with phenomenal people.
Tell us about your role, and what a day in your working life looks like.
My role as Campus Accommodation officer can see me issuing room keys, emails, check ins, room inspections, phone calls and anything else.
What first led you to work in student accommodation and what has kept you here? I filled in as the Acting Homestay Co-ordinator when someone was on long service leave. We had a Japanese Study tour group coming to Launceston which required me to recruit new hosts. I loved meeting the Japanese students and developing a bond with the homestay hosts. What kept me here - I enjoy assisting the students and I work with a great team.
What advice would you give to those new to the industry?
Be prepared for anything!
What have been the benefits/highlights of your involvement with APSAA?
Seeing what other Universities have to offer in relation to their accommodation buildings and their students.
Can you please share a memorable moment of your time in the industry?
Meeting the first-year students when they arrive and seeing them and their families when they graduate.
Student Accommodation Long Term Employees
Trevor Costain
Accommodation
Support Coordinator, Lincoln University
Tell us about your role, and what a day in your working life looks like.
I’ve had several roles in the accommodation team, I was the night manager for 13 years working nights, supporting the students. That was before I moved into a day role as the accommodation support coordinator this year. Everyday is varied, no day is the same, I am always busy out and about accommodation chatting with students and helping with their pastoral care. Working on projects, helping with maintenance, any issues and being a team player – helping where needed.
Siobhan Russell
Village Director, Campus Living Villages
Tell us about your role, and what a day in your working life looks like.
I am responsible for managing daily operations of the sites, budgets, strategy and stakeholder relationships. More recently I have had the opportunity to manage onsite
What first led you to work in student accommodation and what has kept you here?
I didn’t know a lot about the halls or anything, but I was keen to help people out and ensure that the young people coming through university had a good experience and had good mates like I have. Fortunately, I knew a friend in the industry and they helped me get an interview and taught me the ropes of accommodation. I still enjoy seeing the energy and excitement each new cohort of students brings, they’re never the same and always have new ideas or ways to do things so each year is just new and that’s good.
What advice would you give to those new to the industry?
Be yourself, don’t take comments made by some students to heart. Remember that you’re there for the students and that things won’t run smoothly all the time, it’s how you react to that and deal with it that will define you.
What have been the benefits/highlights of your involvement with APSAA?
Finding out how other universities do things and look at ideas for how we can do things differently and keep pushing that mindset that we are here for the students, let’s do something great for them.
Can you please share a memorable moment of your time in the industry?
Garden Party is always a fantastic day, it’s the end of year event for the students where they dress up and the team start at 4am – the students have a lot of traditions that day, starting with bagpipes and they always have a great day, the energy they bring to that day and fun they have is always rewarding. Otherwise just the fun antics of the students, ideas they have, the things that they do and previously have gotten away with, the life they bring to campus.
projects from inception to completion, which have included various facility upgrades which I have really enjoyed.
What first led you to work in student accommodation and what has kept you here?
I first started working in Student Accommodation after completing a Bachelor of Business, in Tourism Management. What has kept me in this industry is the variety I get in my day to day. No two days are ever the same.
What advice would you give to those new to the industry?
If you are starting off new in the industry, give the role at least 12 months, so you can see the full cycle of what is involved. There is so much diversity in the day to day depending on what time of year it is.
What have been the benefits/highlights of your involvement with APSAA?
APSAA highlights would have to be attending conferences. I have attended three conferences over the years and the content at each conference has been extremely beneficial, I always come away with having learnt something new. But more that than, I have found the networking opportunities at the conferences invaluable.
Can you please share a memorable moment of your time in the industry?
A memorable moment in the industry for me, has been having the opportunity to visit other CLV regions in both the US and UK and tour their properties and see how they operate in the those regions.
William Fuimaono
Evening Duty Manager, Campus Living Villages, Murdoch University Village
Tell us about your role, and what a day in your working life looks like.
I am responsible for after-hours service in the Village. My office hours are 4pm –12:30am, Monday – Friday. My role includes
Joy Wihlborg
general office duties in reception, security of the Village and residents, resident welfare checks, mediation of disputes, assistance with community events and I assist residents settling into the MUV culture.
What first led you to work in student accommodation and what has kept you here?
I was approached by an associate of Murdoch University Village management to supervise their off-campus 210 room student apartments.
What advice would you give to those new to the industry?
Every year is a rollercoaster of new experiences, routine days do not exist, your personal resolve will be tested, exposed and over time moulded to give you stability.
Can you please share a memorable moment of your time in the industry?
Two long term residents were married on MUV premise, staff attended and assisted in the catering of their special event.
Every year is a rollercoaster of new experiences, routine days do not exist, your personal resolve will be tested, exposed and over time moulded to give you stability.
Customer Support Agent, Campus Living Villages
Tell us about your role, and what a day in your working life looks like. No day is the same, often something will come up unexpected. Busy Reception, interacting with residents with advice or catching up for a chat about their day. Assisting the Admin and Community Manager with all Village requirements.
What first led you to work in student accommodation and what has kept you here?
Having previously worked in Real Estate, Hospitality, and a University in Sweden, all these industries connect the Student Housing Industry. It seemed like a perfect fit. I have stayed so long at the job because of a wonderful team of colleagues and the diversity of residents. I have enthusiastic respect for, and interest in other cultures.
What advice would you give to those new to the industry?
Open mind, be prepared to adapt and accept ideas and change. Be culturally aware and accepting. While the job can be a lot of fun it also has challenging moments.
What have been the benefits/highlights of your involvement with APSAA?
Keeping up and sharing ideas within student accommodation. Developing and adapting within the industry.
Can you please share a memorable moment of your time in the industry?
Arrival of our first group pf 150 students from Tokyo University. Prior to arrival we received a truck load of packing boxes that filled our meeting room from floor to ceiling. It was like they thought they couldn't buy anything in Australia. When they departed 4 months later there was a mountain of belongings left behind. All other residents loved it. Rice cookers from wall to wall amongst it.
Student Accommodation Long Term Employees
Margaret Gainsford
Head Housekeeper, Arcady Hall
Tell us about your role, and what a day in your working life looks like.
Organising staff, daily stand-up meeting and ongoing communication with the team. Making sure everything runs smoothly. The House mums are key members of the Hall’s pastoral
care team. We interact with students on a daily basis and look after them when they’re ill – do their laundry, give them clean sheets.
What first led you to work in student accommodation and what has kept you here?
When I first started, I had young children and worked only three days per week. The hours suited me – as I could still do road crossing and parent help at my children’s school. So, best of both worlds.
Why have I stayed? I’ve always enjoyed the interaction with students – watching them ‘grow’ during the year, from being shy, starting to meet new people, and trying new things. The Hall is small (170 students) and has a strong family atmosphere. Staff get to know the students and create a ‘home away from home’ for them.
Rebecca Gibson Campus Accommodation Officer, University of Tasmania
Tell us about your role, and what a day in your working life looks like.
No two days are the same. One minute we are attending to bookings and finance related tasks, the next we are processing applications and coordinating maintenance and of course assisting our wonderful residents. It is a whirlwind of activity, but that’s what keeps it exciting.
What first led you to work in student accommodation and what has kept you here?
I was drawn to student accommodation by the incredible opportunity to work with such a diverse group of people. Every day brings new faces and stories, and I love being part of a community that is so vibrant and dynamic. I love the chance to do something that makes an impact. Knowing that I contribute to a team that works to improve the outcomes of student lives is incredibly rewarding, plus the diversity in my role keeps it interesting.
What advice would you give to those new to the industry?
Expect the unexpected! This industry is full of surprises and that’s part of the fun. Make sure to savour the wins and the good days – they make it all worthwhile - and turn the challenges that come your way into learning opportunities.
What advice would you give to those new to the industry?
Get to know your students.
What have been the benefits/highlights of your involvement with APSAA?
I read the Student Accommodation Journal.
Can you please share a memorable moment of your time in the industry?
Over the last 25 years there have been many - some great friends made with students and staff: I have attended a couple of students’ weddings; keeping in contact with former residents; watching them advancing in successful careers in NZ and overseas. I feel very proud and privileged to have been part of their journey.
What have been the benefits/highlights of your involvement with APSAA?
One of the great things about being with APSAA is that it turns that isolated feeling on its head. Working in our industry in a state where you are the only bricks and mortar university can make it seem like we are the only ones dealing with some of the challenges we face, but APSAA shows us that we’re not alone. It’s like finding out that there’s a whole new crew out there facing the same stuff – instant camaraderie!
Can you please share a memorable moment of your time in the industry?
There are so many stories and funny moments that have happened over the years. It’s hard to pick one. I think the ones that really stick out are when you see residents you welcomed in the first years of their degree, graduate and then bumping into them later when they are professionals and working in their fields.
James Atkinson Principal, Flinders Living, Flinders University
Tell us about your role, and what a day in your working life looks like.
As Principal, my days are long but so varied. It will involve catching up with members of my staff and student leadership teams, some element of ongoing financial or facilities management, reporting up and out across the university, and contributing to student affairs-related discussions across the institution. As Principal I’m no longer the first point of contact for my students so I value the opportunities to speak to any that visit to discuss their CV’s, career plans, etc.
What first led you to work in student accommodation and what has kept you here?
It was July 1989 and I was working at Griffith University in the Faculty of Commerce and a colleague asked me whether I would be interested in being a part of a small team assisting the then newly appointed Director of Housing and Conferences to move the university’s student accommodation from, essentially, a purely rental arrangement with students to living/learning communities. It was an 0.3 FTE appointment on top of my full-
time position. I gave myself six months but, 35 years later, I’m still working in the sector! What keeps me? Definitely the joy and privilege it is to be able to share my students’ journeys through their higher education and be a part of that process of “becoming” who they are.
What advice would you give to those new to the industry?
My advice would be to, like your students, always keep learning whether this be via formal academic qualifications, APSAA professional development opportunities, short-courses and micro-credentials. In this way you keep yourself informed and across current issues that you will be encountering in your student community.
What have been the benefits/highlights of your involvement with APSAA?
Both the benefits and highlights of my involvement with APSAA have been the relationships I have formed with like-minded professionals across Australia. I have learned so much from spending time with them and they are a great resource for when you need to talk through a difficult issue or source of different perspective.
Can you please share a memorable moment of your time in the industry?
There are so many that I could think of! Generally speaking, I love nothing more than catching up with former students and listening to them articulate what they learned about themselves and others during their time in the college/residence hall. The bonus is when they share how I (and often unbeknown to me!) contributed in a positive way to that process of self-discovery.
Both the benefits and highlights of my involvement with APSAA have been the relationships I have formed with like-minded professionals across Australia.
Ky Lower
Operations Manager, Griffith University Village, Campus Living Villages
Tell us about your role, and what a day in your working life looks like. Although my primary focus is always to maintain occupancy and increase service levels exponentially — I wear the many hats of a manager to manage the day-to-day operations of the village.
What first led you to work in student accommodation and what has kept you here?
I like the spontaneous and vibrant nature of our guests (the residents) and our teammakes it a fun place to work. If we as a team like it here, I’ve always believed our residents would as well. So, I guess I like creating an environment that is not only successful and vibrant for the customer but for the staff alike.
What advice would you give to those new to the industry?
Have fun with it! And don’t lose sight of the why/or what we are here for – the students/residents.
Can you please share a memorable moment of your time in the industry?
Creating a unique first year strategy which resulted the 2015 Operator of the Year Award. The strategy has gone on to underpin our success here at GUV.
Student Accommodation Long Term Employees
Chelsea Murray
Residential Life Manager, UniLodge
Tell us about your role, and what a day in your working life looks like.
I have been the Residential Life Manager at UniLodge @ RMIT Bundoora – Walert House for nearly seven years now. My role incorporates a lot of different elements depending on the time of year. Just to name some of the aspects of my role:
• Run between 12 – 18 events per month throughout the entire year
• Management of Open Day for our property
• Orientation in February and a smaller period in July
• Recruitment, training and management of our Student Leadership team who are titled Residential Advisors at our property
• Welfare support of residents, discipline management, incident response and management
• Live on site and have an on-call aspect to my role outside of office hours
• Assist staffing with general administration, reception, occasional small scale and emergency maintenance, stakeholder relationships and partnerships
• Social media marketing and platforms for our property
What first led you to work in student accommodation and what has kept you here?
I grew up in country Victoria and I moved to La Trobe University Bundoora to study a Bachelor of Arts in 2010. I moved into Chisholm College at LTU and absolutely loved my time there from my first day. Halfway through my first year there was an opportunity to become a Junior RA to get a test taste of everything that being an RA entailed. I applied for this opportunity straight away and was lucky enough to be chosen.
The following year I applied and was selected for a full RA position and the year after I applied for and was appointed the RA Coordinator for Chisholm College. It was such an honour. I was exposed to a lot of different and difficult situations, but it helped me to realise how much I enjoyed being able to be a support system for people when they needed it most. I had an amazing mentor in my Manager at Chisholm College and started to wonder what I might need to do or what degree I might need to obtain to have a position like that in the future. All up I did five different student leadership and casual positions at the Division of Residential Services (DRS), LTU over a period of five years.
After I had completed my Bachelor of Arts, and my Graduate Diploma of Education a Residential Life position became available in the DRS team. I was so excited to apply. While I wasn’t successful for that role at that time I eventually made it into the team and loved what I was doing. All up I worked at LTU for nearly seven years. I really appreciate being able to be a positive contributor to young people’s journey of moving out of home, finding their footing and becoming adults that go out into the world and become functioning members of society.
What advice would you give to those new to the industry?
My advice to those new to industry is to find a mentor in the industry. Having someone to talk to, seek advice from and just as a general sounding board can be so invaluable. You can have multiple mentors as well because you can have different people that you might be drawn to for their varied experience, knowledge and skills.
What have been the benefits/highlights of your involvement with APSAA?
I have really enjoyed being involved in APSAA. I have been involved in APSAA since I started as a full-time staff member at LTU in 2014 and it has given me the opportunity to meet other professionals that are in similar roles to me, better understand my role across the industry and in other properties. I really enjoyed being able to be a part of the GHTI in its inaugural year as well. It was such an amazing opportunity, I met so many amazing people in the industry from all around the world and took away a lot of valuable knowledge that I was able to implement in my property.
Can you please share a memorable moment of your time in the industry?
My memorable moments that will stay with me forever are the residents that I have helped when they have been at their lowest. There have been times in my role of the years where I have lost a bit of enthusiasm for what I am doing and think that it may be time to start moving on to the next opportunity because I am not sure if I am doing my best for the residents anymore, but then a resident that I have supported randomly does something small to thank me for how I have been there for them in their mental health struggles and it helps me to remember why it is that I got into this industry in the first place.
Jodie Hazell
Senior Manager, Business Improvement & Operations, University of Wollongong
Tell us about your role, and what a day in your working life looks like. I lead and manage the Student Residence Operations team which incorporates back of house support for UOW Student residences, including marketing and communications, admissions, off campus housing, business systems, finance, and rostering.
As we all know, no two days are ever the same in student accom, so every day in my working life is different. I am a problem solver and solution finder, so a day in my working life includes managing projects, training / providing advice to the Student Residence team, reviewing processes and policies and looking for innovative ways to increase student experience, system and process efficiency and effectiveness.
What first led you to work in student accommodation and what has kept you here?
After being made redundant in a previous role, I started working in various casual roles at Deakin University, one of which was as a
casual receptionist for Deakin Residential Services. I really enjoyed meeting and getting to know residents, and I was able to transfer my knowledge and skills from hotel management. I love that student accommodation is less transactional than hotels, with more emphasis on student experience, so we can build rapport and relationships with our residents and watch them grow and develop throughout their time in residences, which is really rewarding.
Over the years, student accommodation has provided me with many growth and career opportunities, and I have been mentored and supported by some amazing industry professionals, which has led me to where I am today. The main things that have kept me in the industry are the people, the connections I have built within the industry, the growth and career opportunities, the emphasis on continuous improvement and the diversity. In my current role, I am particularly passionate about finding new and innovative solutions to improve our student experience and residential communities.
Student Accommodation is one of the few industries where you can profoundly change someone’s life and university experience.
What advice would you give to those new to the industry?
Student Accommodation is one of the few industries where you can profoundly change someone’s life and university experience. Embrace the diversity, the people, the growth and learning opportunities and engage with the industry – there are some remarkable people doing amazing things that are willing to share their skills and knowledge. This is an industry in which you can build a long and rewarding career, and I hope that you enjoy it as much as I do!
What have been the benefits/highlights of your involvement with APSAA?
Building connections and friendships across the industry, the sharing of knowledge and best practice, the training and upskilling opportunities. Attending GHTI was a particular highlight and provided many learning and networking opportunities. The APSAA conferences are always fantastic, and I really enjoy the sharing of knowledge, best practice, and the networking that the conferences provide. In recent years, I have enjoyed being able to give back to the industry through the PD Committee, industry presentations and leading the 2023 Bootcamp.
Can you please share a memorable moment of your time in the industry?
I attended my first APSAA conference in Hobart in 2017, and the learnings and experience has stayed with me throughout my career. The people I met, the key notes and sessions that I attended, and the social aspects of the conference were incredible, and I came away from that feeling incredibly inspired and motivated.
Jodie with the 2017 GHTI alumni
Student Wellbeing
MARTIN THOMAS General Manager, Student Residence Trust Aotearoa, APSAA Aotearoa Advisory Group member
Resident Wellbeing, Information-sharing and Privacy Concerns
Staff who work in student accommodation know intuitively that keeping residents safe from harm requires a holistic approach, by being cognizant of all information relevant to an individual, some of which can only be informed by information external to the accommodation environment.
In New Zealand, since 2022, this intuitive understanding has been codified and formally mandated in a governmental Code of Practice1. In Australia, a similar code may well be implemented in the near future.
A key clause2 in the New Zealand Pastoral Care Code states that, ‘Providers must have a link between student accommodation and its organisation’s wider information gathering and communication system described in clause 10(1), to report any emerging concerns about a resident’s wellbeing or their behaviour, so residents can be connected quickly to the appropriate services.’
The clause to which the previous clause points, states that, ‘Providers must gather and communicate relevant information across their organisation (including student accommodation) and from relevant stakeholders to accurately identify emerging concerns about learners’ wellbeing and safety or behaviour and take all reasonable steps to connect learners quickly to culturally appropriate social, medical, and mental health services.’
However, the Pastoral Care Code does not trump the Privacy Act3. This appears to throw the requirements of the Code and
the Act into conflict, especially when the accommodation provider is a separate legal entity from the tertiary institution.
However, the resolution to this conundrum is astoundingly simple in concept.
Both entities, the accommodation provider and the tertiary institution, during their respective admission processes simply need to require incoming students to sign a waiver of the provisions of the Privacy Act in order to allow both entities to collect and share information about individual students with each other for defined purposes. Generally, these would be defined as health and safety, wellbeing, and administrative purposes.
This does become a bit more complex in practice. Some would even say, be careful what you wish for.
Issues to be considered and addressed include:
1. What, specifically, is the relevant information that accommodation providers need in order to be diligent with pastoral care practices?
2. Under what circumstances should that information be shared, both proactively and reactively (and, also, under what circumstances should it not be shared)?
3. Which individual staff roles should such personal information be shared with (or, not shared with)?
The sort of information that may be helpful for health and safety, wellbeing, or administrative purposes could include, for example: institutional enrolment status, class absences (if attendance is kept), fee payments in arrears, poor/declining course progress, ‘red flags’ in the student database system, pattern of meals missed (if tracked), unusual room access activity, institutional counselling services accessed, behavioural issues, etc. These will vary depending on the particular operating environment of the institution and the specific arrangements between each tertiary institution and its accommodation provider(s).
Some information-sharing may be routine, like enrolment status, class attendance, course grades, etc. and may be shared at an administrator level. Whereas other information-sharing may require carefully designed protocols and prudent judgment. For example, a student who is being counselled by an institutional counsellor for suicidal thoughts is not routine and may require to be proactively shared by the counsellor, but only with the accommodation manager.
Arriving at appropriate policies and procedures may also not be a straight-forward process as
there can be a number of potential attitudinal and communication roadblocks within institutions. These would likely include institutional cultural attitudes and standing processes that were developed and embedded by being aligned with standard requirements of the Privacy Act(s) since inception.
Additionally, there may exist:
• patch protection by some departments/staff.
• lack of understanding by nonaccommodation staff of why/how the information is needed to flag pastoral care warning signs.
• inertia (as it is easier to do nothing, using standard provisions of the Privacy Act as justification not to share) especially if institutional staff do not understand the critical differences between managing a 24/7 living environment compared with standard daytime working-week operations.
• concern by some staff that private data would be misused, or
• inconsistencies in organisational internal communications, etc.
Staff who work in student accommodation know intuitively that keeping residents safe from harm requires a holistic approach, by being cognizant of all information relevant to an individual, some of which can only be informed by information external to the accommodation environment.
As the issue of information-sharing for student resident wellbeing had not been explicitly considered by the architects of the Privacy Act(s) it is essential to have a specialist legal privacy review of the proposed information-sharing protocols to ensure safety for all parties involved in the pursuit of the best welfare protection we can provide the student residents in our care.
As professional accommodation providers with expertise in pastoral care, we seem both well placed and morally obliged to champion this process by working collaboratively with partner institutions to safely navigate and address the complexity of issues involved.
* This article is an adaptation of Martin’s workshop presentation at the 2024 APSAA Conference in Auckland on 5 August. Past APSAA conference presentations are available on the website here.
References
1. The NZQA Education (Pastoral Care of Tertiary and International Learners) Code of Practice 2021 https://www2.nzqa.govt.nz/tertiary/the-code/
The first RTA Stakeholder Group meeting for property managers and property owners was held on Thursday 6 February. The purpose of the group is to collaborate with RTA and each other, on finding solutions to common issues that people in the property sector may share because of process or legislative changes to managing residential leases in QLD. I represent APSAA members in the stakeholder group, and it is pleasing to note that Torie Brown, Executive Director of the Student Accommodation Council, Property Council of Australia, and Lachlan Waters representing IGLU, have joined the stakeholder group this year.
As the PBSA sector now has three voices in this group, it is hopeful that we can effect positive changes for APSAA members operating in PBSA in QLD. The most sensible solution is that PBSA be recognized as its own asset class, and be carved out from the RTA legislation, instead of being lumped in with residential apartment buildings and the legislation that applies to that asset class. We have been advised that the new government in QLD has appetite to discuss the challenges facing PBSA because of the blanket approach legislation. RTA made it clear to us that they have no influence over legislation, however, can refer and pass on our concerns to the appropriate ministerial department.
The update from today’s meeting is as follows:
• The QLD government is replacing QGov with QLD Digital Identity (QDI)
• This means RTA customers, including managing parties, will now use QDI instead of QGov to log into RTA Web Services
• This new system is not compatible with MyGov, which is now called MyID, although it may be compatible in the future
• The new system is expected in mid-March 2025
How to prepare:
• Create your QDI before mid-March 2025 via the QLD Digital License app
• Ensure your email address, first name, last name and date of birth match your existing QGOV account if you have one
• Close QGOV accounts that are no longer in use or if you have multiple accounts
• To find out more visit www.qld.gov.au/digital-identity
As we become aware of further updates, we will pass these onto members. In the interim if you are a PBSA provider in QLD and would like to raise an issue with RTA through this stakeholder group forum, please let me know.
Wishing you all a fantastic start to the new academic year!
Residential Life Programs
From Community Building to Crisis Management: A Dual Lens on Residential Life Programs
Over the years of working in the student accommodation industry, I have come to understand the core principles of delivering impactful events within residences. The 'Residential Life Program' (ResLife) consists of regular events that have become a defining feature of purpose-built student accommodation in our region. At Australian Catholic University (ACU), 91% of first-year students found that living in such accommodation helped them develop independent living skills, underscoring the positive impact of a well-rounded event program throughout the academic year.
It is easy to develop tunnel vision when executing weekly events. Staff working in the ResLife space often find themselves focused on logistical aspects — designing promotional materials, ordering catering, decorating venues, and capturing moments through photography — sometimes at the expense of the program's deeper purpose.
Take mental health initiatives as an example. From a preventative perspective, ResLife events can be designed to connect students with supportive programs, other students and staff. They can help students mitigate anxiety, depression, and other mental health challenges due to isolation, before they
escalate. Without such initiatives, students may struggle through stressful periods unaware of the support available to them.
Preventative programs can significantly reduce the need for crisis intervention later. Events like 'Kitchen 101' and 'Cleaning 101' may seem simplistic, but they can play a crucial role in fostering essential life skills and bringing a newfound confidence in students’ ability to live out of home. Investing in these initiatives during orientation can save time and resources later — preventing unnecessary incidents such as latenight fire alarms triggered by cooking mishaps.
Beyond practical skills, preventative programming also shapes community culture. At ACU, I have invited university support services — including counselling, advocacy, careers, and student safety teams — to our accommodation orientation days to send a clear message: if students require support, we will have a service to provide it. These service providers return later in the semester to host events and reinforce their role within the community. By embedding this support into the co-curricular ResLife program, we create an additional safety net that helps students address challenges such as job searches, academic struggles, or homesickness before they become crises.
From a reactive standpoint, crisis management begins with assessing individual needs and responding swiftly. The foundation of a strong ResLife program is built upon relationships — with university support services and the broader local community. Student residences function like microcosms of a university, requiring robust support systems to respond effectively to emergencies.
Equipping frontline staff with knowledge of emergency protocols is critical. As an example,
I have managed cases where students faced domestic or family violence and have required emergency accommodation and academic support. Understanding the ACU Safety Support Network enabled me to act quickly and effectively, mitigating crises to ensure the students were safe, with less impact on their academic performance.
Reflecting on my journey in the student accommodation industry and the evolution of the Residential Life Program, I am reminded of the transformative power of the 'unlearn' mindset. My experience has been one of continuously unlearning traditional approaches to student engagement and adopting both preventative and reactive strategies to enhance student well-being.
In the fast-paced environment of weekly event planning, it is easy to lose sight of the deeper purpose behind these gatherings. While fostering social connections and creating memorable experiences are undoubtedly important, the true value of a well-designed ResLife program lies in its ability to proactively address students' needs before they escalate into crises. By striking a balance between preventative and reactive strategies, we ensure that student accommodation is not just a place to live, but a community that supports, nurtures, and empowers its residents.
Reaching for the Stars
2025 APSAA Conference
Changing it up a gear
Hope everyone is set to soar at the conference in Melbourne in May this year! You spoke we listened…
At last year’s conference in Auckland, we received loads of great feedback from conference delegates and sponsors alike, so we have decided to change things up a gear this year!
The conference has always been a fantastic networking opportunity for people to come together, meet, share ideas, collaborate and learn from each other. That won’t change!
What you can expect this year is a conference that is pitched to various levels within the respective organizations in which we work. The morning of day one will see the introduction of an invitation only event to business leaders, VC’s, executives and C-suite
to join all conference delegates for the opening plenary and guest speaker line up.
Night two we are heading to the beautiful Ormond College, which is steeped in history, for dinner in a traditional college setting. This is open to every delegate and will replace the usual number of sponsor’s dinners that end up competing against each other for attendees. This is an opportunity for all delegates and all sponsors to be in the room together, so sponsors can chat to who they need to chat to, and vice versa. It’s an informal evening, however, not to let a beautiful setting go to waste, we will also recognize those delegates who have achieved their CPD status in the past year.
While the usual popular concurrent sessions delivered by delegates will remain, this year we have locked in more workshops and professional development opportunities delivered by paid professionals.
I can’t give anything else away, other than to say, hope to see you in May in Melbourne, as we reach for the stars to chart our future for 2025!
The conference has always been a fantastic networking opportunity for people to come together, meet, share ideas, collaborate and learn from each other. That won’t change!
APSAA Conference 19 – 22 May 2025
Melbourne, Australia
The 2025 APSAA conference will explore transformative ideas and innovations poised to shape our future. As we navigate the evolving landscape and chart our course ahead, we invite you to join us in reaching for the stars. Your presence and insights will be essential as we build momentum, adapt to our changing landscape and uncover new directions.
The program will offer an array of engaging sessions, plenary speakers and discussions pertinent to the student accommodation industry, alongside our esteemed awards program. Participating in the conference offers a chance to broaden your professional network, cultivate collaborations, and engage in meaningful discussions with peers and experts.
Registration Options
Program Overview
Wednesday 14 – Sunday 18 May
Monday 19 May
Tuesday 20 May
Wednesday 21 May
Thursday 25 May
Sponsorship opportunities
We are pleased to invite your organisation to participate as a sponsor at the 2025 APSAA Conference.
This event provides a platform for knowledge sharing and showcasing new products. It serves as a hub for networking and collaboration, allowing you to delve into new ideas and cultivate potential relationships that can drive positive change and advancement. A range of packages are available providing distinctive opportunities to enhance your organisation’s visibility and engagement. Sponsorship benefits include:
• Establish and enhance strategic connections within the student accommodation sector
• Increase brand visibility through event promotion in the lead-up to and during the conference
• Align your brand with one of the leading events in the industry, offering the chance to display your expertise and products/services through an exhibition booth
• Create valuable partnerships with time to network with industry colleagues and key decision makers
Multi-Day Study Tour
One-Day Melbourne Study Tour Welcome Reception 6pm – 8pm
Conference Day 1 Informal Networking Dinner 6.30pm – 9.30pm
Conference Day 2 Gala Awards Dinner 6.30pm – 11.30pm
Conference Day 3 Concludes by 3pm
• Expand marketing prospects to discover new business, study customer thoughts and improve word-of-mouth marketing
For more information: www.apsaa.org.au/conference/2025/ sponsorship-and-exhibition-opportunities/ 03 9586 6055 conference@apssa.org.au
Reaching for the Stars Study Tours
One-Day Study Tour
Departing from the Melbourne CBD, the one-day study tour will include visits to both PBSA and university accommodation.
Member: $85
Non-Member: $120
Multi-Day Study Tour: Wednesday 14 – Sunday 18 May
The multi-day study tour will take participants to at least eight different accommodation facilities across Melbourne, Bendigo, Ballarat, Geelong and the Mornington Peninsula.
Along the way, participants will also experience a range of Victorian attractions, including seeing Australian wildlife, a visit to a regional winery and an exciting AFL game.
Member: $1,300
Non-Member: $1,500
Inclusions:
• 4 nights’ accommodation
• 3 x breakfasts
• 4 x dinners
• Coach transport
Wednesday 14 May Meet the group in Melbourne CBD (approx. 9.30am)
Saturday 17 May Visit PBSA accommodation University of Melbourne College Open Day AFL game (including dinner) Melbourne
Sunday 18 May Visit Queen Victoria Market Own arrangements
APSAA Conference
19 – 22 May 2025
Melbourne, Australia
Social Functions
Welcome Reception
Monday 19 May, 6.00pm - 8.00pm, Grand Hyatt Melbourne
Additional tickets: $95
The Welcome Reception is the perfect chance to reconnect with industry peers, make new connections, and engage with exhibitors showcasing the latest products and services. Included with full conference registration, the event offers canapés and beverages.
Informal Networking Dinner
Tuesday 20 May, 6.30pm - 9.30pm, Ormond College
Tickets: $50
We are thrilled to introduce the Informal Networking Dinner in 2025 which offers an additional networking opportunity for all conference attendees. This event will celebrate practicing professionals, including those who have earned their CPD certification or made valuable contributions to committees. The evening will have a more relaxed atmosphere than the Gala Awards Dinner, featuring a two-course meal and beverages.
Gala Awards Dinner
Wednesday 21 May, 6.30pm - 11.30pm, Grand Hyatt Melbourne
Additional tickets: $170
Join us for the highly anticipated Gala Awards Dinner, where we will honour recipients of the APSAA Awards for their outstanding performance and innovative ideas. After the awards, enjoy the entertainment and hit the dance floor. Included with full conference registration, the evening will feature a three-course meal and beverages.
Keynote Speakers
Dr Louise Mahler
Moving from the Vienna State Opera back to Australia, Louise observed a ‘missing ingredient’ in corporate leadership and completed an award-winning PhD around the unsung wisdom of the mind-body-voice connection she named Vocal Intelligence. Her highly participative sessions mean you leave knowing, understanding and even embodying the change. You will be transformed from the darkness of confusion to the lightness of laughter and song.
Louise’s qualifications include: B.Econ; B.Mus; Post Grad Dip Music; L.Mus.A; Master of Applied Science in Organisational Change as well as a PhD in the faculty of Business. She is also accredited in MBTI, a Master Practitioner of Neuro-Linguistics and certified in level 1 and 2 of Estill voice work.
Dr Dianne McGrath
Dr Dianne McGrath CMP CSP BEd (sec), GD Marketing, GD EnvMgt, GD SustPrac. is many things. She is a modern-day explorer of a different kind. She has lived her life challenging what others thought was possible, whether that was to prepare for a one-way mission to Mars, circumnavigate our planet, run ultra-marathons, cycle extreme distances, sail in gale storms in a tall ship in the Southern Ocean or biohack her body and mind to become Dianne 2.0.
Success
JORDAN BRUSHFIELD Manager, Business Services at Deakin Residential Services
The Success of the 2024 Global Housing Training Institute
The 2024 Global Housing Training Institute (GHTI) was an outstanding success, bringing together student accommodation professionals for five immersive days of learning, collaboration, and professional growth. Hosted by APSAA in partnership with ACUHO-I, this premier development program provided participants with expert-led discussions, strategic insights, and invaluable mentorship.
Held at Dunmore Lang College, NSW, the GHTI offered a dynamic curriculum covering critical areas such as leadership, student engagement, crisis management, and sustainable workforce development. Beyond the structured sessions, the program fostered deep professional connections, equipping attendees with practical tools and a lasting network of peers.
The impact of GHTI extends far beyond the week itself, as reflected in the experiences of its participants. Participants came from all types of operating models including University, College and PBSA. 85% of participants noted that the institute met or exceeded their expectations. All respondents noted that they would attend again if offered at a more advanced level and they would recommend GHTI to colleagues.
In this article, two attendees share their insights on how this transformative program has shaped their approach to student accommodation.
Sixteen delegates gathered at Dunmore Lang College in Sydney from December 1-5, 2024, for the Global Housing Training Institute (GHTI). This event was a fantastic opportunity for professionals from various corners of Australia, all working in student accommodation, to come together. The faculty, including Pam Schreiber, Marion Grey, Simone Gallo, Jacob Waitere, and Don Yackley, brought a wealth of experience from both local and international contexts.
Staying on-site at Dunmore Lang College in Macquarie Park, we lived the student accommodation experience firsthand. Residential rooms, dining hall meals, and sessions in the college’s meeting rooms made for an immersive and engaging environment. This setup fostered a strong sense of camaraderie and connection among delegates and faculty alike.
ELIZA HART
Campus Life Coordinator
Geelong, Deakin
Residential Services
Over the four days, we delved into a wide array of topics relevant to the student accommodation sector. A highlight of the GHTI was learning from such a diverse group of experts. Each faculty member shared unique insights, whether it was about strategy development, navigating political landscapes, enhancing residential experience and engagement, occupancy management, crisis and risk management, sustainable workforce practices, continuous improvements, asset and facilities management, or addressing non-visible disabilities.
“One of the most valuable lessons for me was the emphasis on continuous improvement. The institute underscored the importance of evolving and adapting our practices to meet the changing needs of students, especially in areas like accessibility and sustainability. These discussions provided a comprehensive understanding of the current challenges and encouraged us to think critically about future solutions.” – Eliza Hart
We also visited two other student residences, which allowed us to observe different operational models in action. This was a fantastic opportunity to learn from other institutions, see their successes, and identify areas for improvement in our own roles. Comparing and contrasting different approaches broadened our understanding of the diverse ways student accommodation can be managed and enhanced.
GHTI Faculty and Delegates with their certificates.
Throughout the week, many connections were made, and delegates left feeling energised and excited to implement new learnings and best practices in their organisations. Despite the differences in our institutions and roles, it was clear that we all share similar challenges and aspirations in providing the best possible experience for students living in our residences.
“As a newcomer to the sector, I found the experience incredibly rewarding! Connecting with others about the impacts on and off the student accommodation sector was enlightening. I gained valuable insights from other organisations and had the chance to reflect on my own practices. I felt so energised to return to my team and share my learnings and experiences. It was fantastic to connect with so many professionals, each with different backgrounds, experiences, and knowledge, to collaborate and reflect.” –
Jordan Brushfield
The GHTI was an amazing opportunity to connect with industry professionals, learn from each other, discuss key challenges, and gain insights from faculty members and guest speakers. We capped off the week with a delightful harbour cruise dinner, making the experience even more memorable.
“The connections made, lessons learned, and perspectives gained throughout the week will significantly influence my approach to student accommodation moving forward. I’m excited to bring these insights back to my organisation and beyond, continuing to implement best practices, improve the student experience, and contribute to the sector's ongoing development.” –
Eliza Hart
The Global Housing Training Institute was truly a unique learning experience for anyone interested in the future of student accommodation. We’re grateful to have been a part of it and look forward to seeing its positive impact on the industry for years to come.
The GHTI was an amazing opportunity to connect with industry professionals, learn from each other, discuss key challenges, and gain insights from faculty members and guest speakers.
Jordan Brushfield and Eliza Hart with their certificates and GHTI Faculty member Marion Grey.
GHTI participants collaborating
GHTI Delegates 2024.
Student Accommodation Essentials 2024
HAYDEN GLASS
Deputy Principal, University Hall, APSAA Professional Development Committee Member
A Valuable Learning Experience for New Professionals
From November 11–13, 2024, Perth hosted the APSAA Student Accommodation Essentials (SAE) program, bringing together 20 delegates from 9 institutions across Australia for an intensive professional development experience. Held at Curtin University, this program provided new professionals in student accommodation with key industry insights, formal training, and networking opportunities.
Comprehensive Sessions & Expert-Led Training
The program covered a range of essential topics, including:
• Student Experience & Wellbeing
• Facilities & Maintenance Management
• Incident Management & Risk Mitigation
• Human Resources & Finance
Participants also engaged in interactive workshops, toured UWA’s student accommodation facilities, as well as Switch Living, Perth CBD.
Engagement & Collaboration
A highlight of SAE 2024 was the delegate dinner, wonderfully hosted at St Catherine’s College, Curtin, and attended by Study Perth representative Andrew Oldfield, reinforcing the sector’s collaborative approach to student support. Dinner guests also enjoyed an engaging panel discussion with some exemplary student leaders and staff from college residences.
Reflections from Delegates
Participants praised the program for its practical insights and industry connections, with one attendee stating, “The depth of knowledge shared was invaluable. I now feel more confident in my role and connected to a great network of professionals.”
A Special Thanks
A huge thank you to Study Perth for their sponsorship, and to my fellow facilitators Gemma Edgar and Kathy-Mae Tondut who made this event a success. SAE 2024 demonstrated the power of professional development in shaping the next generation of student accommodation leaders.
SAE Faculty & Delegates 2024.
SAE dinner at St Catherine’s College.
SAE session, Curtin University.
SAE Study tour – Delegates with Hayden Glass
Reaching for the Stars
The 2025 APSAA conference will explore transformative ideas and innovations poised to shape our future.
Featuring a constellation of practical tools, strategies and insights designed to craft solutions that extend beyond tomorrow, the conference will offer knowledge, inspiration and fresh perspectives.
As we navigate the evolving landscape and chart our course ahead, we invite you to join us in reaching for the stars. Your presence and insights will be essential as we build momentum, adapt to our changing landscape and uncover new directions.
Together, let’s shape the future and advance innovation in the student accommodation industry. www.apsaa.org.au/conference
