Blog

  • Nan Warren Candidate Statement

    Nan Warren Candidate Statement

    NAN WARREN 2130 Cactus Court #4

    I’m Nan Warren, a dedicated Rossmoor resident proud to serve as director of Third Walnut Creek Mutual for the past 6½ years.

    While on the Third Mutual board, I have served as vice president, president and chair of multiple committees. This hands-on experience taught me Rossmoor’s inner workings: setting policies, managing budgets and addressing resident needs for our large mutual (1,100-plus manors). I’ve led committees to resolve maintenance issues and enhance services – skills I’ll bring to the RWC Board.

    Key RWC challenges ahead:

    • Improving transportation for non-drivers;
    • Resolving the Public Works office issue;
    • Improving meeting space allocation for Rossmoor clubs;
    • Significantly reducing our coupon growth rate;
    • Attracting new residents. All require effective Board leadership. I will collaborate with fellow Board members on practical solutions, drawing from my 20 years managing a large architectural firm and leadership on Read continuation of RWC Board candidate statements Read continuation of RWC Board candidate statements RWC: volunteer boards including John Muir Hospital Foundation, California Association of Independent Schools, Fine Arts Museums of SF (East Bay Auxiliary), and Head Royce School.

    I will also advocate strongly for listening to Rossmoor residents and RWC staff, ensuring solutions reflect our collective best thinking.

    Vote for my experience and commitment. Thank you!

  • Robert Shiau Candidate Statement

    Robert Shiau Candidate Statement

    ROBERT SHIAU 2605 Saklan Indian Drive #4

    My name is Robert Shiau, and I am seeking your vote to represent District H on the Rossmoor Walnut Creek Board.

    I was born in Taiwan and came to the United States to pursue graduate studies. I earned a master’s degree in electrical engineering from Duke University and spent more than 30 years working in the technology industry, including with companies such as Raytheon and Northrop Grumman. During my career I developed strong analytical skills to identify and solve complex problems, published technical work and was granted three U.S. patents.

    After completing a master’s degree in Christian studies, I served as a pastor for a Chinese church in Massachusetts until my retirement. I moved to Rossmoor in 2016 and currently serve as a Chinese pastor for the Rossmoor Chinese Christian Community Church, preaching once a month at Creekside.

    I have lived in Rossmoor for nearly 10 years and have been active in several community organizations including pickleball, Art Association, Chinese American Association and church groups.

    Rossmoor is a wonderful community, but we face important challenges. If elected, I will focus on four priorities:

    1. Room reservations are currently limiting many clubs’ growth. I believe that some room reservation difficulties can be solved by readily available software.
    2. We need to ensure that major capital projects are supported by clear analysis, realistic cost projections, environmental considerations and competitive bidding.
    3. As your District H director, I shall attend Mutual meetings regularly to collect resident feedback.
    4. Maintaining proper Board oversight of and independence from RWC staff. With a combination of engineering discipline and a commitment to community service, I believe I can help Rossmoor continue to thrive. I respectfully ask for your vote for District H Director to the RWC Board.
  • Sara Spence  Candiate Statement

    Sara Spence  Candiate Statement

    SARA SPENCE 1200 Canyonwood Court #2

    I lived in Milwaukee from college graduation until my husband, Ian Harris, and I moved here in 2010. I earned a master’s in educational psychology at the University of Wisconsin-Milwaukee and worked in early childhood education programs and health and social agencies. I served as staff, administration and as a board member in a variety of nonprofit organizations, where I learned leadership skills, nonprofit management and group process. I also worked for Congresswoman Gwen Moore (D-Milwaukee) in the district office.

    When I arrived, I joined the Trails Club, the Ceramic Arts Club and the Boomers. I served as president of the Ceramic Arts Club from 2014 to 2017, during which time I organized the arts studios around the Gateway Plaza to ask for and receive updating.

    In 2019, my husband was diagnosed with Parkinson’s. I cared for him at home until he died in May 2023. Currently, I am a member of the Democrats of Rossmoor, the Rossmoor Art Association, the Rossmoor Duplicate Bridge Club and the Volunteer Exchange.

    Recently, with the decision to build new pickleball courts, the Board has provided an amenity to attract younger residents. Now the Board needs to pay attention to the needs of the older residents by providing viable transportation services. This makes all residents safer by offering a reliable way to get around for residents who should give up driving.

    I love living in Rossmoor. As a younger resident I enjoyed a variety of activities with interesting people. As a caregiver I found emotional and physical support. Now I would like to give back by serving as a Rossmoor Walnut Creek Board member. I hope you will give me that opportunity.

    Thank you.

  • Rossmoor Life Council Endorsements

    Rossmoor Life Council Endorsements

    — 2026 RWC Board Election

    The RLC Steering Committee has evaluated all RWC Board candidates through individual interviews and other data collection methods. We enthusiastically endorse the following slate because each candidate shares RLC’s commitment to resident-centered governance and is prepared to address two pressing community needs: meaningful Board Management responsiveness to residents (starting with the Gateway Building C decision), and improved local transportation, especially for our mobility-impaired residents.

    RLC Steering Committee’s Recommended Slate

    DISTRICT E Sara Spence  (414) 507-5507
    Running unopposed

    Read Candidate Statement

    DISTRICT H Robert Shiau  (520) 238-1415
    One other candidate running

    Read Candidate Statement

    DISTRICT I Nan Warren  (415) 601-8240
    Two other candidates running

    Read Candidate Statement

    Click to Read all of the Candidates Statements

    SARA SPENCE 1200 Canyonwood Court #2

    I lived in Milwaukee from college graduation until my husband, Ian Harris, and I moved here in 2010. I earned a master’s in educational psychology at the University of Wisconsin-Milwaukee and worked in early childhood education programs and health and social agencies. I served as staff, administration and as a board member in a variety of nonprofit organizations, where I learned leadership skills, nonprofit management and group process. I also worked for Congresswoman Gwen Moore (D-Milwaukee) in the district office.

    When I arrived, I joined the Trails Club, the Ceramic Arts Club and the Boomers. I served as president of the Ceramic Arts Club from 2014 to 2017, during which time I organized the arts studios around the Gateway Plaza to ask for and receive updating.

    In 2019, my husband was diagnosed with Parkinson’s. I cared for him at home until he died in May 2023. Currently, I am a member of the Democrats of Rossmoor, the Rossmoor Art Association, the Rossmoor Duplicate Bridge Club and the Volunteer Exchange.

    Recently, with the decision to build new pickleball courts, the Board has provided an amenity to attract younger residents. Now the Board needs to pay attention to the needs of the older residents by providing viable transportation services. This makes all residents safer by offering a reliable way to get around for residents who should give up driving.

    I love living in Rossmoor. As a younger resident I enjoyed a variety of activities with interesting people. As a caregiver I found emotional and physical support. Now I would like to give back by serving as a Rossmoor Walnut Creek Board member. I hope you will give me that opportunity.

    Thank you.

    IGNAZIO (NACE) RUVOLO 3170 Rossmoor Pkwy. #3

    I am running to be director of RWC District H and am seeking your support.

    I have lived in Rossmoor since 2011. As a joyful bonus to my early Rossmoor life, in 2013, I met Barbara Whittingham (now Ruvolo) and we married in 2014. Like many of you, we love our life here and have participated in many community events, including active memberships in a vast array of diverse interest clubs.

    Since my retirement in 2023, I have also focused on the needs and wishes of our fellow residents, as well as how our community can grow and evolve to meet the needs of the next generation of Rossmoorians. Also, since my retirement, I have attended remotely a number of Board and committee meetings, including the Policy Committee, Planning Committee, and the nascent Key Performance Indicators (KPI) Task Force. I know what issues have been examined and decided by management, including several important ones not yet fully resolved.

    My working career began with 4 ½ years as a trial attorney for the U.S. Department of Justice in Washington, D.C. I transitioned to private practice in 1977, joining a San Francisco-based civil law firm.

    In 1994 I was appointed and served as a Superior Court judge for Contra Costa County. In 1996, I was elevated to become an Associate Justice on the San Francisco-based California District Court of Appeal, Division Two, and in 2006 I was appointed to be Presiding Justice, First District Court of Appeal, Division Four. I served in that role until my retirement from the public judicial system in 2018.

    We are fortunate to have a dedicated RWC Board of Directors, who are assisted by a team of hard-working retirement community professionals. I would be honored to serve as your District H Board member.

    ROBERT SHIAU 2605 Saklan Indian Drive #4

    My name is Robert Shiau, and I am seeking your vote to represent District H on the Rossmoor Walnut Creek Board.

    I was born in Taiwan and came to the United States to pursue graduate studies. I earned a master’s degree in electrical engineering from Duke University and spent more than 30 years working in the technology industry, including with companies such as Raytheon and Northrop Grumman. During my career I developed strong analytical skills to identify and solve complex problems, published technical work and was granted three U.S. patents.

    After completing a master’s degree in Christian studies, I served as a pastor for a Chinese church in Massachusetts until my retirement. I moved to Rossmoor in 2016 and currently serve as a Chinese pastor for the Rossmoor Chinese Christian Community Church, preaching once a month at Creekside.

    I have lived in Rossmoor for nearly 10 years and have been active in several community organizations including pickleball, Art Association, Chinese American Association and church groups.

    Rossmoor is a wonderful community, but we face important challenges. If elected, I will focus on four priorities:

    1) Room reservations are currently limiting many clubs’ growth. I believe that some room reservation difficulties can be solved by readily available software.

    2) We need to ensure that major capital projects are supported by clear analysis, realistic cost projections, environmental considerations and competitive bidding.

    3) As your District H director, I shall attend Mutual meetings regularly to collect resident feedback.

    4) Maintaining proper Board oversight of and independence from RWC staff. With a combination of engineering discipline and a commitment to community service, I believe I can help Rossmoor continue to thrive. I respectfully ask for your vote for District H Director to the RWC Board.

    DAVID JENNINGS 2145 Cactus Court #6

    As a candidate for election to the Rossmoor Walnut Creek Board of Directors, I respectfully ask for your vote.

    For the past four years I have had the pleasure of living in both the Waterford and Cactus Court communities. During that time, I have truly enjoyed getting to know my neighbors and sharing in the strong sense of community that makes Rossmoor special.

    I have learned that we deeply care about our friends and community. We enjoy all clubs, facilities, entertainment and our beautiful surroundings. My goal as your representative is to listen to your needs and wishes to make Rossmoor as good as it can be.

    Since moving to Rossmoor in 2021, I have been actively engaged in community life through the Men’s Golf Club, Computer Club, Financial Forum, Firewise Committee, RWC Finance Committee and our project’s landscape committee. These experiences have deepened my understanding of what residents value and the importance of thoughtful stewardship of our shared resources.

    Prior to moving to Rossmoor, I served on the boards of two earlier communities, including one term as treasurer. Professionally, I have held financial leadership roles with two international corporations, giving me a strong foundation in financial management and strategic planning.

    My professional background and firsthand community involvement equip me to make meaningful, balanced contributions on behalf of all Rossmoor residents. I am committed to listening, standing for your interests and helping ensure Rossmoor continues to be the best community it can be.

    Your vote would be greatly appreciated.

    DAVID SCHUBB 2634 Saklan Indian Drive #1

    David Schubb is the right choice for the RWC Board of Directors!

    I have been a resident of Rossmoor for over a decade, and I am deeply invested in enhancing our community. As a resident, property owner and real estate broker specializing in this community, I have the privilege of representing many of our neighbors and friends who also call Rossmoor home. I believe my five decades of specialized experience offer a crucial and currently underrepresented perspective for this Board.

    The RWC Board requires a director with practical, real- world governance experience, which I am uniquely qualified to provide: With over 50 years as a licensed real estate broker, I contribute extensive knowledge regarding the complex financial and legal administration of our community:

    • Statutory compliance: I possess comprehensive knowledge of the Davis-Stirling Act, the governing law for our Common Interest Development, which is essential for protecting Rossmoor’s financial and legal interests.
    • Market perspective: My specialization in Rossmoor real estate provides an unparalleled understanding of how Board decisions directly impact our homes, which is often our most significant asset.
    • Leadership record: Serving as a past president of the Contra Costa Association of Realtors demonstrates my proven capacity for effective leadership and consensus- building.
    • Executive management: I have served as a past HOA president, giving me direct experience with operational challenges, budgetary oversight and critical resident concerns. I presently sit on the board of directors for another HOA, ensuring my knowledge of governance best practices remains current.

    I currently reside in Mutual 39 with my partner, Victoria Haket (who is the president). We are also members of First Walnut Creek Mutual and Mutual 70. I am ready to put my five decades of high-level professional and governance experience to work for you. Vote David Schubb for a stronger, better-governed Rossmoor.

    NAN WARREN 2130 Cactus Court #4

    I’m Nan Warren, a dedicated Rossmoor resident proud to serve as director of Third Walnut Creek Mutual for the past 6½ years.

    While on the Third Mutual board, I have served as vice president, president and chair of multiple committees. This hands-on experience taught me Rossmoor’s inner workings: setting policies, managing budgets and addressing resident needs for our large mutual (1,100-plus manors). I’ve led committees to resolve maintenance issues and enhance services – skills I’ll bring to the RWC Board.

    Key RWC challenges ahead:

    • Improving transportation for non-drivers;
    • Resolving the Public Works office issue;
    • Improving meeting space allocation for Rossmoor clubs;
    • Significantly reducing our coupon growth rate;
    • Attracting new residents. All require effective Board leadership. I will collaborate with fellow Board members on practical solutions, drawing from my 20 years managing a large architectural firm and leadership on Read continuation of RWC Board candidate statements Read continuation of RWC Board candidate statements RWC: volunteer boards including John Muir Hospital Foundation, California Association of Independent Schools, Fine Arts Museums of SF (East Bay Auxiliary), and Head Royce School.

    I will also advocate strongly for listening to Rossmoor residents and RWC staff, ensuring solutions reflect our collective best thinking.

    Vote for my experience and commitment. Thank you!

    Rossmoor Life Council Steering Committee

    Barry Brian, Joe Hoffman, Dave Kosters, Jude Levine, Chuck Sanderson, Ron Snyder, C.S. Wang, Mindy Zuckerman

  • Top-Line Results From the March 2026 Resident Survey

    Top-Line Results From the March 2026 Resident Survey

    Rossmoor Life Council – March 2026 Survey Results

    Rossmoor Life Council

    Resident Advocacy Group

    Dear Rossmoor Residents,

    The Rossmoor Life Council (RLC) is pleased to share the results of our Second Assessment of Life at Rossmoor, conducted in March 2026. This survey gives residents a collective voice on the topics that matter most to daily life here — and gives our RWC Board of Directors actionable, resident-generated data to guide community decisions.

    What We Found: Top-Line Results From the March 2026 Resident Survey

    🟢 Strongest Satisfaction

    Clubs (85%)

    Safety (82%)

    Shared Facilities (76%)

    Communications (75%)

    🔴 Areas Needing Attention

    Board Decisions & Oversight (50% Dissatisfied)

    Transportation (42% Dissatisfied)

    Management Responsiveness (40% Dissatisfied)

    Getting My Voice Heard (35% Dissatisfied)

    How 2026 Compares to 2024

    A valuable feature of surveys like this is the ability to track change over time. The number of residents participating in our September 2024 and March 2026 surveys was nearly identical (approximately 360 responses received for each), and the areas the surveys asked about matched nicely.

    However, we want to point out some differences in these two surveys that should be kept in mind when viewing the comparison:

    •  The questions in our 2024 survey were worded somewhat differently (see links to the survey data below for the actual survey questions).

    •  In 2024, RLC’s resident contact list was only about 25% as large as our current contact list (approximately 5,000 email addresses). In 2024 we sent the survey to everyone in our contact list and in 2026 we sent the survey to a random sample (less than 2,000 residents) from our contact list. Our 2026 sampling and non-responder follow-up methods significantly reduced selection bias and some other potential bias issues in the 2026 survey that were not addressed in 2024.

    With the above caveats in mind, here is the comparison between the 2026 and 2024 survey findings:

    1.  Board Decisions & Oversight — largest decline. Negative sentiment rose from approximately 28% (2024) to 50% (2026) — the largest single shift between the two surveys, and an area warranting priority Board attention.

    2.  Staff Customer Service — most improved. Positive ratings rose from 46% to 65%, a meaningful 19-point gain that suggests progress in front-line service delivery.

    3.  Communications improved. Positive ratings rose approximately 10 points, possibly reflecting improvements to the Rossmoor News and other resident channels.

    4.  Confidence in community improvement trajectory declined sharply. In 2024, 82% of respondents agreed Rossmoor was improving each year. By 2026, only 35% were satisfied with community improvement progress.

    5.  Safety remains the top-rated topic in both surveys, though dissatisfaction increased slightly from approximately 3% to 10%.

    6.  Transportation is a significant concern — 42% dissatisfied in 2026 — and warrants priority attention from the Board and Management. (The 2024 survey did not ask a specific question about Rossmoor transportation.)

    7.  Resident voice concerns deepened. Negative sentiment on “Getting My Voice Heard” rose from approximately 28% to 35%.

    About This Survey

    To maximize representativeness, survey invitations were randomized from the largest available email list of Rossmoor residents, drawn from public sources including voter rolls.

    Total survey email invitations sent: 1,995 (sent on 3/27/26)

    Follow-up email reminders sent to non-responders: 1,776 (sent on 3/31/26)

    Survey design: 95% confidence level; 5% margin of error; target sample = 370

    Total responses received: 360

    As with any survey, results reflect the views of those who responded; respondents are somewhat more likely to be registered voters and email users than the broader community. Despite this, the data provides valuable insight that would be difficult and expensive to obtain by other means. Resident quotes included in the linked materials were drawn from open-ended responses and lightly edited for length and clarity.

    Full results, including pie charts and resident comments, are available via the links below.

    •  View Pie Chart Summary for 2026 and 2024

    •  Read Resident Comments Digest and Quotes; 2024 Qs

    Call to Action

    For all residents:

    •  Review the findings and share them with your neighbors. (This email is being sent to about 5,000 residents, so a significant number of your neighbors will not receive it because we don’t have their contact information.)
    •  Write your Board representative to share your views on the areas of greatest concern — particularly Board decision-making and transportation.
    •  Consider attending the May 11 (9:30 a.m. in Peacock Hall) annual Members Meeting and speaking during the Member Forum portion of that meeting about priorities you would like the new RWC Board to focus on.

    For residents in Districts H & I:

    •  Please consider these findings when deciding which candidates to vote for.

    For the RWC Board of Directors:

    •  We respectfully ask that the Board review these findings and publicly commit to addressing the improvement areas residents have identified, with priority on (1) the perception that the Board too often doesn’t represent resident interests and (2) resident transportation needs are not being met.
    •  We invite the Board to engage directly with the Rossmoor Life Council on next steps.

    About the Rossmoor Life Council

    The Rossmoor Life Council is an independent, resident-led advocacy organization working to ensure that resident voices are heard in community governance.

    •  Learn more about the Rossmoor Life Council
    •  Join the Rossmoor Life Council

    Questions or feedback? Contact us at news@rossmoorlife.org

    Regards,

    Rossmoor Life Council Steering Committee

    Barry Brian, Joe Hoffman, Dave Kosters, Jude Levine,
    Chuck Sanderson, Ron Snyder, C.S. Wang, Mindy Zuckerman

    Rossmoor Life Council • 1966 Tice Valley Blvd, Walnut Creek, CA 94595

    Click here if you no longer wish to receive messages from the Rossmoor Life Council.

  • Previous Projects List

    Previous Projects List

    A list of TLC’s Projects and Project Status

    Project NameProject LeaderProject Status
    Room ReservationsJoe Hoffman
    Alcohol LicensingDan Ring/Denise Schmidt
    GRF Documents ReviewMary England
    Weekend TransportationBarry Brian
    RV Lot FeesDennis Rosenblitt
    RLC Resident SurveysBarry Brian/Dave KostersSep 2024 (general satisfaction); Jan 2025 (issues), Mar 2025 (room reservations), more to follow
    RLC as “Recognized Org”Mary England Initial application denied; follow-up meeting unsuccessful; finalizing written appeal
    RLC WebsiteCarl BrownWebsite is up the code is complete and we are waiting on data and reports

  • About RLC

    About RLC

    What is the Rossmoor Life Council?

    The Rossmoor Life Council (RLC) was formed in September 2024. Its mission is ongoing enhancement of the quality of life at Rossmoor by increasing accountability, responsiveness, and the effectiveness of what is delivered to Rossmoor’s residents. RLC’s current membership stands at 146 Rossmoor residents, including former mutual, GRF Board, and club presidents and officers. We are seeking to increase resident engagement and influence in major decisions affecting Rossmoor life. A recent example is the significant policy and administrative changes associated with room reservations and room utilization.

    In addition to focusing on a limited set of priorities (such as room reservations), RLC has a vision for resident engagement that we hope will resonate with others.

    “Is this contemplated change in fees/procedure/policy in the best long-term interest of Rossmoor’s residents?”

    Feedback Tools and Improvement Opportunities

    RLC’s recent poll of several hundred residents suggests that at present, many believe how well resident needs are being met by GRF’s board and management could be significantly improved. We currently have multiple ways for residents to communicate their needs, including Resident Forums in the Rossmoor News, at GRF committee meetings, at GRF Board meetings, and through a generous willingness of GRF management to meet with resident individuals and groups. RLC intends to enhance the clarity and efficiency of the information flow to the GRF Board and management via tools such as selective resident surveys, advisory panels of resident experts in selected areas, benchmarking studies with other active adult communities, and other strategies.

    RLC is Not Presently a “Recognized Organization” by GRF

    GRF’s General Manager and the GRF Board President concluded last December that RLC should not be allowed, at least for now, to be recognized as a Rossmoor Organization.

    RLC Vision Statement

    RLC Vision for RossmoorDownload
  • The GRF Board 2025 Election

    The GRF Board 2025 Election

    The candidates running for the GRF Board this spring are Janet Seldon in District B; Susan Hildreth and Cheryl Hines in District F; and Adrian Byram in District G. Seldon and Byram are running unopposed, so they will be elected by acclamation.
    Candidates’ statements and ballots will be mailed to members of District F on Friday, April 11 and must be returned to the auditors by close of business on Thursday, May 1.

    The ballots will be counted by GRF’s election inspection company, and the results will be reported on Friday, May 2.

    The new and re-elected Board members will be seated on the Board at the organizational meeting following its GRF Annual Meeting of Members on Monday, May 12 at 9:30 p.m. in Peacock Hall at Gateway Complex and over Zoom.

  • Our Vision of Rossmoor Walnut Creek

    Our Vision of Rossmoor Walnut Creek

    Resident Engagement

    A high percentage of Rossmoor’s residents have chosen to get involved in making our community a great place to live. Residents welcome the opportunity to serve in leadership and support roles, including on club boards, mutual boards, the RWC (Formerly GRF) Board, and numerous committees (both standing and special-purpose). The RWC Board takes pride in the way it has activated and organized the diverse skills, experience, and energy of the many residents who want to contribute to making Rossmoor continuously better. Everyone agrees that at Rossmoor there are abundant channels for being heard, concerns are listened to with an open mind, and requests and proposals (from whatever source) receive prompt and effective responses

    Customer Expectations Fulfillment

    Rossmoor’s leadership and support staff put outstanding customer experience at the center of their strategy and decision making. Everyone demonstrates, through their words and actions, their understanding that at Rossmoor the customer is our residents and our mutuals. Extensive use of feedback tools (including meetings, surveys, advisory groups, and independent assessments) have made a dramatic difference in the organization’s sensitivity and ability to improve the Rossmoor life experience. Benchmarking surveys conducted by outsiders confirm what Rossmoor’s internal surveys suggest—that Rossmoor Walnut Creek ranks at the top among all California active adult communities in terms of organizational flexibility, responsiveness to customer needs, and perceived overall quality of life.

    Rossmoor Facilities

    The quality, diversity and upkeep of Rossmoor’s facilities is exceptional. This is achieved while also carefully controlling the coupon impact attributable to facility maintenance, renewal and replacement. Benchmarking comparisons with other top active-adult communities are regularly used to confirm both the excellence of the quality of our facilities and the reasonableness of our total facilities’ costs.

    Rossmoor Clubs

    Rossmoor clubs are continuing to flourish and are consistently mentioned in resident surveys as one of the best aspects of the Rossmoor life experience. The clubs have reported much-improved relations with RWC Management and reduced administrative issues since the RWC Board implemented full compliance with Policy 304.2. [That policy clarifies that the creation and amendment of rules pertaining to residents’ use of community facilities should be drafted by the users of those facilities to the maximum extent possible.] After discussion, the Board concluded that this policy (approved in 2010) should be reaffirmed, and that it should be applied to all community facilities, including to meeting rooms.

    RWC Support Staff

    Everyone in a support role on the RWC staff places “going the extra mile” when responding to customer needs at the top of their priorities. Factors that led to the creation of this culture included RWC Management emphasis, a feedback system from users that tracks successful requests completion and other satisfaction metrics, and a peer-to-peer recognition program that reinforces and rewards outstanding customer service.

    RWC Management

    RWC Management (the paid management) takes pride in its performance management tracking system. This system has contributed to improved accountability and faster delivery of quality work in the areas most important to Rossmoor customers. The metrics used in this system stimulates performance improvement ideas and provide a sound basis for employee recognition and rewards. The managers regularly bring to Rossmoor new, but proven, technology to reduce costs. One recent example is the successful automation of the room scheduling system, which has greatly simplified that process and substantially reduced the required labor. While the General Manager conveys his/her perspective to the Board on observed patterns and needs within the community, the Board relies on its own independent assessment of those patterns and needs, e.g., surveys, system metrics, and benchmarking studies, as their primary source of this information. The General Manager’s annual performance review is based on system performance metrics that give major weight to resident and mutual satisfaction with the staff functions, individual managers, and (especially) the General Manager. This is part of the 360-degree review process.

    Mutuals

    The mutuals are key partners in the success of life in Rossmoor and are likely to be the closest relationship in representation and governance for the greatest number of residents. Each mutual has its own board of directors that operate separately from the RWC Board. The mutuals have a close working relationship with their property management company (The Mutual Operations Department) with key performance indicators that are reviewed annually and modified, if necessary, to ensure provision of excellent service. Mutuals operate based on their own priorities and are encouraged to plan major projects in collaboration with other mutuals to achieve cost efficiency and effectiveness.

    RWC Board

    All RWC Board members have established a high level of trust and connection with their customers. This is achieved and sustained through both responsive decision making and multiple forms of listening. The listening methods include weekly, each board member chatting informally (1-to-1) with five customers with whom they have never checked in previously; expanding use of focus/project groups (e.g., Marketing Task Force) that include customer, Board, and management participants; frequent use of customer surveys to provide quantitative perspective on emerging issues and to identify target areas for continuous improvement; and a 360-degree performance feedback system that is used for Board members and all senior RWC managers.

    The RWC Board views its top responsibility as providing leadership for the Rossmoor community. This begins with a clear and motivating vision for Rossmoor that the Board is committed to and that the residents, mutuals, and management participated in creating. The vision is aspirational but also realistically achievable. It includes the idea of continuous improvement. The vision represents a desired future state that everyone at Rossmoor wants, everyone talks about, and that everyone is willing to work to create. The Board is also involved in annual goal setting, budgeting, policy creation & stewardship, and risk management activities, but all of that is done within the context of pursuit of the Rossmoor vision.

    An important input to the Rossmoor vision is the Board staying connected to what other active adult communities are doing, how they are structured, the communication systems they use, their cost competitiveness relative to Rossmoor, the technology they employ, etc. The Board is making regular use of external benchmarking studies as one way to keep well-informed. In addition, each Board member makes one trip per year to meet in person with a board member of another large active adult community and to tour that community.

    The RWC Board routinely grants “Rossmoor recognized” status to grassroots resident groups who are seeking improvements to the community’s structure and systems (including feedback and accountability systems). While this is not intended to be a primary source of improvement, Rossmoor has a history of recognizing this type of group. A recent example is the Rossmoor Life Council, which has been recognized as a Rossmoor organization and which the Board often collaborates with on the design and implementation of resident surveys. In Board discussions and Board voting, all Board members practice “straight talk.” In other words, members speak openly and honestly to express their views about options (while avoiding judgmental statements about individuals). Board votes are only unanimous if/when every member reaches the same conclusion, but never because some members believe differences in conclusions should not be disclosed when the Board votes.

    Sources