A specialist online program designed to help Retirement Village professionals future-proof their business

Village Visioning Program

This is the critical question we can help your organisation answer in this engaging (and useful) 8-part online program.

In the new world of physical distancing and online service delivery, what is your village recovery plan?

The program covers:

✓ How customer-centric thinking can shape future developments and attract new residents

✓ How to set a project vision for 5+ years, taking into account the development lifecycle

✓ How to work as a team to create shared goals that maximise outcomes

✓ And much more

Helping your management team answer the big questions

“In the next five years, how is my organisation going to differentiate itself from competitors? Who is my audience going to be and what will they want?”


“How can I maximise future development ROI by embracing innovation, marketing and design thinking?”


“How can I work with my current residents and staff to bring value now and in the future?”

Featuring engaging content and group exercises that lead to real, purposeful strategies

8 modules of online content, with guided exercises and group discussions

Developing your resident experience map

We begin the course by discussing the customer journey, developing audience studies and identifying product and service gaps to help you create new resident offerings and added revenue streams.

Creating your resident-centred value proposition

In part two, we investigate what sets your village apart, help you establish a clear Value Proposition with unique selling points (USP), and develop a purposeful brand strategy.

Identifying Revenue Streams that benefit your residents

In this session, we consider village services and amenity, designing for digital and physical infrastructure, and planning for future customer needs (and wants) through SWOT analyses.

Developing your village engagement & innovation strategy

In this session we consider what 'Innovation' really means (and how it can benefit businesses), how to use the Customer Experience Journey to uncover new revenue possibilities, and how to develop a process for receiving (and empowering) staff and residents to give feedback that can facilitate future growth

Perfecting the project: Transformative templates for Planning, Briefing, Procurement and Execution

We will be looking at early stage of project vision forming, transforming this into a masterplan, and looking at initial Finance, Marketing and Architectural engagement strategies

Developing digital & building assets

In this chapter we will be considering the building design and construction process, the parallel development of brand and marketing assets, as well as the implementation of digital services.

Putting it all together

In the final workshop, we will be reviewing your group's project visioning document, providing a concluding overview of the key course takeaways and suggesting follow-up actions for long term project success.

What will I get out of this program?

✓ Visioning Report unique to your organisation
✓ Customer experience map unique to your organisation that can be shared between departments
✓ Activities to help your team develop a collaborative working culture that prioritises the customer experience
✓ An implementation plan for combating loneliness and promoting engagement between residents and staff
✓ Kit of tools for briefing and procuring marketing and construction professionals
✓ Over 8 hours of online content, exercises and access to ongoing professional guidance

Program benefits

✓ Uncover your organisation’s customer experience journey and key customer touchpoints
✓ Reveal customer pain points and opportunities for innovation
✓ Develop your Value Proposition & Unique Selling Points
✓ Discover techniques for adaptation in today’s changing business & technological environment
✓ Develop methods for receiving staff and resident feedback
✓ Create a new development vision that considers brand, product and marketing
✓ Understand the technical background required to successfully develop and brief construction and marketing professionals to ensure your vision is executed effectively
✓ Foster a culture of collaboration and shared purpose amongst staff

✓ Learn from and engage with experts from branding, digital, construction and finance backgrounds.

Take a closer look at the program structure

Course Description

This program is ideal for those who want to develop their career in the aged and community care industry. It reflects the role of workers in the community and/or residential setting who follow an individualised plan to provide person-centred support to people who may require support due to ageing, disability or some other reason. Work involves using discretion and judgement in relation to individual support as well as taking responsibility for own outputs. Workers have a range of factual, technical and procedural knowledge, as well as some theoretical knowledge of the concepts and practices required to provide person-centred support.

Entry Requirements

MIA will conduct a pre-confirmation of enrolment, LLN assessment with applicants to ensure their suitability, to undertake and successfully complete the course.

Course Structure

The program comprises of the following 13 units of competency:

Core Units

CHCCCS015 Provide individualised support

CHCCCS023 Support independence and well being

CHCCOM005 Communicate and work in health or community services

CHCDIV001 Work with diverse people

CHCLEG001 Work legally and ethically

HLTAAP001 Recognise healthy body systems

HLTWHS002 Follow safe work practices for direct client care

Elective Units (AGEING, HOME AND Community Specialisation)

CHCAGE001 Facilitate the empowerment of older people

CHCAGE005 Provide support to people living with dementia

CHCCCS011 Meet personal support needs

CHCHCS001 Provide home and community support services

CHCCCS025 Support relationships with carers and families

HLTINF001 Comply with infection prevention and control policies
and procedures

On successful completion of the program, learners will be awarded with CHC33015 Certificate III in Individual Support (Ageing, Home and Community)

Delivery Methods

This program is designed as a mixture of classroom based training and a minimum of 120 hours of workplace training*. In classroom training, it is face-to-face delivery for students to attend and complete in-class activities including: presentation, practice exercises and discussions. Delivery had been timetabled to ensure you can develop the theoretical skills and knowledge and have the opportunity to develop practical skills in a simulated situation before commencing the work experience component of the course. Individual learning includes: work/home-study, the completion of assignments and individual reading and research.

For the workplace training, it is a compulsory component of this course for all students and students will work in an appropriate aged care or community care environment with a minimum of 120 hours before graduation. Students are required to take initiatives to contact a registered and approved aged care facility to undertake the 120 hours work placement training. There is no guarantee of employment or salary payment during workplace training.

* Note: Students are required to apply at own cost, or already hold a current National Police Check and may be asked to provide proof of First Aid Certificate. This is essential for students to undertake workplace training.

Assessment methods

A variety of assessment methods will be used to assess students’ knowledge and skills. Trainer will explain these in detail before any assessment takes place. Assessment methods may include and not limited to:

  • Written Assessment (Questions and Answers)
  • Case Study/Role Play
  • Presentation/Practical Demonstration
  • Observation


An application can be made for Recognition of Prior Learning (RPL) when the student believes that they have already attained the necessary skills and competencies elsewhere (work, other study etc.) or have an equivalent qualification or part of a qualification. MIA recognises the AQF qualifications and Statements of Attainment issued by any other RTOs and grants credit for these towards an award where applicable. The application for RPL and/or Credit Transfer should be lodged prior to or immediately after the enrolment.

Study Outcome

After achieving CHC33015 Certificate III in Individual Support, individuals could progress to higher education qualifications in community services sector. This qualification provides a pathway to work in community/age care services related sectors, possible job titles may include but not limited to:

  • Care Assistant
  • Care Service Employee
  • Care Worker
  • Support worker
  • Personal Care Worker

Fees and Payment

Total $2,000

  • Application Fee (non-refundable): $200.00
  • Resource/Material Fee: $200.00
  • Tuition Fee: $1,600.00
Payment Plan:
  • Initial deposit $1,000.00 upon enrolment
  • Followed by $700.00 per month for 1 month, and
  • $300.00 for the final payment
  • Total payable $2,000.00
Please refer to MIA’s enrolment form and student handbook for MIA’s policy on fees and refund Additional Fee:
  • Students are required to apply National Police Check at their own cost
  • Students may be asked to provide HLTAID003 Provide first aid prior to their workplace training and this is at their own cost (MIA offers first aid training at an additional cost. MIA charges $80.00 for MIA Certificate III in Individual Support Students.)

Additional Information

All Certificate III in Individual Support students are required to provide a current National Police Certificate (also known as Police Check). This is COMPULSORY for students to undertake workplace training in aged care sector. Find out more: Department of Health Website: https://agedcare.health.gov.au/police-certificate-guidelines-for-aged-care-providers Students must be willing to apply, or already hold, a current National Police Check prior to work placement training. Students can apply for National Police Check through an accredited Australian Criminal Intelligence Commission’s (ACIC) National Police Checking Service (NPCS) provider, e.g. Australian Post Office: https://auspost.com.au/police-checks

Our program is delivered online, but it's not all pre-recorded video.


Our program facilitators will join you (live) during the online sessions to provide in-person content, guide the group discussions, answer questions and help steer outcomes.

It's online, but it's also personal

About Mortar CX

Mortar CX is managed by Kieran McKernan and Danny Brookes, who together bring over 30 years of combined experience in the fields of business innovation, marketing, architecture and construction.

Their team is committed to providing high-value advisory services to organisations in the early stages of project strategy and design.

Kieran and Danny are passionate about helping organisations adopt a holistic, customer-centric mindset, bringing project teams together to create fantastic outcomes that benefit both customers and investors.

Kieran McKernan

Kieran has worked for several award-winning architecture firms and today runs his own architecture practice, where he works on a broad range of projects across the Retirement Living, Aged Care, Education, Rail and Hotel sectors. Within the Seniors Living sector, Kieran has consulted for organisations including Australian Unity, Japara and Mercy Health.

Danny Brookes

Danny has worked in brand, advertising and innovation management roles in companies across Australia. More recently he has established his own marketing agency focusing on integrated brand, digital and advertising solutions. Danny has worked on projects for major brands including Sony, Woolworths and Crown Group, to smaller SMEs and NFP organisations, across sectors including Property, FMCG, Manufacturing, Design, Retail and Hospitality.

Recent articles


“I loved working with Danny…. He was collaborative and had a very flexible approach whilst also offering bold and striking ideas”
– Dan Clarke
Melbourne Arts Centre

“[Kieran] has a great eye for quality and a knack for creative solutions to complex problems... His knowledge and experience in architectural design helped inform and improve our planning and design decisions. ”
– Joseph Aronson
MMS Consultants

“I really enjoyed working with Danny… We had a dynamic team and pulled off some great campaigns. I would definitely recommend Danny for his ongoing positive attitude, supportive nature and drive to succeed”
– Shruti Margassery

Additional services by Mortar CX

Our team is also able to offer a range of services in Customer Experience and project strategy, tailored to your organisation's requirements

Brand strategy

When we talk about Brand Strategy, we are actually talking about the relationship between your business' purpose, your business' products and/or services, and the way your business is perceived by your audience. Brand strategy is about much more than developing a visual identity or logo. Good brand strategy considers all aspects of business, from operations, positioning in the marketplace to audience engagement methods. Having a solid brand strategy helps build a strong foundation for not only marketing and sales, but also business operations and future growth planning.

Service, product & digital strategy

Our strategy workshops allow organisations to quickly uncover gaps in their service and product offerings and spot opportunities for innovation. Our consulting services cover a wide range of service studies, such as:

  • Customer user flows
  • Online touchpoints and information delivery
  • Online systems and automations
  • Events and community initiatives
  • Mental health and wellbeing intiatives
  • Building and ammenity upgrades
  • Internet of Things (IOT) and digitisation of building assets

Portfolio planning

Working with you to develop informed strategies for future development portfolios aligned with your target markets. This includes market and asset analysis, forecasting, business case development and masterplan visioning.


We are able to work with you in the early stages of the design of your developments to help clarify the project vision and set a tangible course for the project to progress. We are also able to assist in engaging construction and architecture professionals in early stage feasibility analysis and design planning.

Procurement strategy (branding, marketing & construction)

Assisting your organisation in developing effective briefing and procurement strategies for professionals in branding, marketing, architecture and construction. We are also able to assist in recommending project partners and reviewing tender submissions.

Register your interest

Contact us today to learn more about our online programs and tailored advisory services




Get in touch

Contact us on (03) 9602 5304

Or email us at kieran@mortar.cx

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