At Berwick, our front office team members play an important role in the daily operations in our communities and are often treated as second family by our residents. The Community Operations Managers, Office Managers, and Business Services Manager wear multiple hats. From surveying operations, business management to administrative duties – this remarkable team are exceptional multitaskers, balancing a wide variety of duties to ensure seamless operations across our business offices and reception areas.
Community Operations Manager Maggie Raw from Berwick House in Victoria is a leader who goes above and beyond for both residents and team members alike.
No two days look the same for Maggie. Mornings are spent connecting with her team and following up on resident needs, while afternoons are dedicated to training, office checks, and meeting with residents and families. Through it all, one thing never changes: people always come first. “I don’t like to rush people who need my attention,” she says. “Training my team or listening to residents and families is always my top priority.”
Her favourite moments? When residents pop into her office for an informal chat and a laugh. And for anyone on the fence about making the move to a retirement community, Maggie’s advice is simple: “Make the decision while it’s still yours to make. It’s so much easier to adjust to a new lifestyle when it’s your own choice.”
As for her role? “There’s never a dull moment,” she smiles. “I can answer most questions — and if I can’t, I’ll find an answer.”
Corinna Krause, Community Operations Manager at Berwick Comox Valley, holds her role very close to her heart and it shows. Her passion for working with seniors runs deep. Close to her Oma from a young age, Corinna became a care aide, then a nurse, building a career around a lifelong dream. “Everything we do is for the residents,” she says, and that philosophy shapes every part of her day.
No two days look the same, and she wouldn’t want them to. She starts each morning checking in with her team and getting a feel for what’s ahead, an unpredictable role she finds genuinely exciting. What matters most is the connection. “Being that familiar face for the residents is important to me,” she shares. One resident recently told her: “Every time I see you, I have a sense of comfort inside.”
The role has its challenges too! Staffing, difficult family conversations, and saying goodbye to residents she’s come to love. “You must be very kind and compassionate for this role,” she says.
For anyone on the fence about making the move, her message is simple: “Once they come to Berwick, they are thriving. They make connections, find friendships, and discover a level of companionship they didn’t expect. We go above and beyond and they have so much fun here.”
Community Operations Manager Jennifer Keats is a warm presence at Berwick Parksville, a familiar face residents have come to rely on and genuinely look forward to seeing.
No two days look the same for Jennifer, and that’s part of what keeps the role engaging. She spends her days learning what’s happening in the community, managing competing priorities, and pivoting as needed. “I’m pulled in many different directions,” she says. Success in this role, she’ll tell you, comes down to the ability to prioritize and stay flexible.
What she loves most is the relationship piece. Residents seek her out, ask about her life, and share their own, a genuine two-way connection that makes the work meaningful.
For anyone on the fence about making the move, Jennifer’s advice is direct: “Jump in with both feet and don’t be afraid to take on something new. It’s a new life chapter that can be very exciting.” She’s also quick to address a common misconception: “Because we cater to seniors, people assume we’re a long-term care facility. We’re not. We’re a thriving independent living community, with a family feel rather than a clinical environment.”
Amy Graham, Community Operations Manager at Berwick Qualicum Beach, finds genuine joy in the people around her and it shows. No two days look the same, with everything from resident meetings and scheduling to unexpected challenges and team support filling her time. But the best part is always the people. “I’m often blown away by what our residents accomplish,” she says, from hiking and learning instruments to writing books and skydiving.
For anyone hesitating about the move, Amy’s advice is warm and direct: “Don’t let the fear of change hold you back. What I hear most often from residents is ‘I wish I had done this sooner.'” She invites anyone who’s curious to come visit, take in a concert by the resident ukulele band Strings and Sings, and see community living for themselves.
At her core, Amy believes her role is about far more than operations. “Every day we have the opportunity to make someone’s day a little brighter, whether we’re helping solve a problem, sharing a conversation, or simply being there when someone needs support. It’s an absolute privilege to be part of such an important chapter in our residents’ lives, and that is something I will never take for granted.”
Jana Richardson has been a warm and familiar presence at Berwick on the Park in Kamloops since she began her role as Office Manager in March 2018. What keeps her coming back every day is simple: the people. Getting to know residents, their families, their interests, and their stories is something she genuinely treasures. “Knowing the residents are being taken care of makes my job very rewarding,” she says, and that feeling has only deepened over the years.
Not every moment has been easy. When asked about the most pivotal experience of her time at Berwick, Jana doesn’t hesitate. The COVID pandemic stands out as an unprecedented and uncertain time both personally and for the Berwick community as a whole. Having to shut down and prevent families from visiting their loved ones was the biggest transformational moment of her career. Navigating that alongside her team and residents left a lasting mark on how she thinks about connection and the importance of her role.
Even on the most demanding days, Jana says the work is worth it. “Knowing the residents are being taken care of, that’s what makes this job so rewarding.” It’s a perspective she’s carried with her since day one, and one that continues to define how she shows up for the community she’s proud to call her Berwick family.
Meghan Hawley, Office Manager at Berwick on the Lake in Nanaimo, is a hard-working and skilled member of the team who does it all to provide the best possible experience for the residents she supports.
For Meghan, the family dynamic at Berwick isn’t just a nice idea, it’s practical. “Having familiarity with the residents and their families makes our jobs easier,” she says. “It helps us anticipate what residents want and need before they even ask.” Over time, she has come to know her residents’ habits and behaviours so well that she can often predict what they need a level of connection that feels less like work and more like being part of a family.
Getting there wasn’t without its challenges. Learning the daily census took about six months to master, and pendant calls from residents in distress were a steep learning curve. “Being comfortable with the residents made all the difference,” she reflects. “Now that I know everyone well, I’m not nervous anymore.” What Meghan wishes more people understood is just how much the role demands on the desk four days a week, often solo, juggling calls and shifting priorities. “We’re busier than people realize. You must be a very good multi-tasker.” Demanding, yes — but for Meghan, entirely worthwhile.
The Business Services Manager at Berwick Royal Oak in Victoria is an integral part of her community who goes above and beyond every single day.
No two days ever look the same. Between supporting the reception team, attending emergencies, onboarding new staff, and stepping in wherever she’s needed, her days are defined by variety and adaptability. With ten years at Berwick, five and a half in her current role, she brings a depth of experience that her team and residents feel every day. Empowering the people around her is something she takes seriously: ongoing training, genuine recognition, and supporting those who want to grow within the company are cornerstones of how she leads.
What she wishes more people understood is that her role goes far beyond daily office and business duties. “The knowledge you gain from the residents being able to interact with them on a daily basis is immeasurable,” she shares. “Berwick is a very rewarding place to work.” For her, that reward is felt every single day.
At Berwick, our front office team go above and beyond to provide the best support to our residents in all eight of our Berwick communities. We want to thank each front office team member who has been an amazing addition to our Berwick family – your impact is felt in everything you do. We are so proud of these hard-working people who support our operations and the residents daily.