William Crowley
Cessnock,NSW
Summary
Dynamic leader with extensive experience in aged care, having successfully enhanced service delivery at Good Shepherd Lodge. Expert in community engagement and compliance, I foster partnerships that drive operational success. Proven track record in project leadership and team development, ensuring high-quality care and innovative solutions for diverse populations.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Director
Ambrose Corporation
01.2024 - Current
- Provide consultancy to not-for-profit aged-care organisations, conducting strategic planning, accreditation reviews and community engagement initiatives.
- Develop business cases and strategic plans addressing operational success and workforce needs, collaborating with regional aged-care centres and construction teams.
- Advise clients on human resource planning and partnership development to build inclusive, sustainable services.
Head of Aged Care
Good Shepherd Lodge
MACKAY, QLD
01.2025 - 06.2025
- Led strategic and operational management of aged care services at Good Shepherd Lodge.
- Enhanced person-centered care and ensured regulatory compliance across all services.
- Oversaw team performance and stakeholder engagement to drive continuous improvement.
- Fostered a culture of integrity and innovation in resident care practices.
- Implemented innovative ideas that improved team performance and service outcomes.
- Emphasized quality standards in all aspects of aged care management.
- Developed strong values that guided leadership and operational decisions.
Chief Executive Officer
Northern Coalfields Community Care Association
01.2021 - 01.2024
- Led a multi-service organisation (300 staff) delivering residential aged care, community housing and Commonwealth Home Support Programme services.
- Established partnerships with disability providers, local councils and government representatives, enhancing support for clients and expanding community outreach.
- Consolidated Meals on Wheels and community transport operations to improve efficiency and service viability.
- Oversaw refurbishment projects, CCTV and nurse call upgrades and introduced VOIP systems, improving communication and safety.
- Developed board reporting frameworks, promoted transparency and strengthened stakeholder trust.
National Operations Manager – Retirement Living
The Salvation Army
01.2017 - 01.2021
- Managed national retirement living portfolio across multiple states, developing a unified resident agreement framework enhancing protections and flexibility.
- Collaborated with government and industry bodies through the NSW Property Council Retirement Committee, advocating for inclusive policy reforms.
- Launched programs integrating home care services into villages, enabling residents with higher support needs to remain in their communities.
- Improved marketing strategies and flexible entry options, reducing operating deficits and supporting financial sustainability.
- Planned and supervised refurbishment of ageing multi-storey villages to enhance accessibility and resident wellbeing.
Area Manager (Northern Region) – Residential Care
The Salvation Army
01.2019 - 01.2020
- Oversaw seven residential care centres across Queensland and NSW (600 beds), mentoring centre managers to deliver mission-focused, compliant and inclusive care.
- Implemented performance appraisals and staff development to ensure high-quality care for residents, including those with disabilities.
- Ensured clinical care compliance and maintained relationships with regulatory bodies including the Aged Care Quality & Compliance Commission.
- Participated in major refurbishment projects to enhance facility accessibility and resident experience.
Retirement Living Manager
Catholic Healthcare
01.2014 - 01.2017
- Commissioned The Brighton Retirement Village and implemented community-driven operational procedures, achieving >95% occupancy and positive resident outcomes.
- Facilitated the relocation of McQuoin Park Village for redevelopment ahead of schedule, ensuring minimal disruption and community goodwill.
- Developed standardised village rules and operational procedures across the portfolio.
- Converted villages to affordable rental communities to increase accessibility for diverse socioeconomic groups.
- Partnered with Alzheimer’s Australia to pilot dementia-friendly village initiatives and introduced consumer-directed care services.
General Manager
Tellen Systems (NZ) Ltd
01.2013 - 01.2014
- Restructured staffing and systems to align assistive technology products with market opportunities and client needs.
- Developed a three-year strategic plan to secure expansion finance and coordinated industry expos to promote inclusive technologies.
- Revised marketing collateral and enhanced customer engagement with aged-care and disability providers.
Director & Owner
Metropolis Group of Companies (Ambrose Corporation)
01.2008 - 01.2012
- Directed a consultancy providing architectural design, project management and strategic advice to aged-care providers.
- Delivered strategic and marketing plans, cost-benefit analyses and project due diligence for major not-for-profit clients.
- Advised on affordable housing developments for seniors and centralised service models supporting regional providers.
National Project Director
Little Company of Mary Healthcare
01.2004 - 01.2008
- Oversaw development and acquisition of retirement and aged care facilities across two states.
Successfully negotiated purchase of Allandale Aged Care facility for one dollar, eliminating deficits of $13.0 million in four years.
Managed marketing and commissioning of Calvary Retirement Community Canberra with a project value exceeding $42 million.
Introduced national marketing campaigns for Calvary Retirement Communities, executing successful displays at Sydney and Canberra Expos.
Secured bed licenses and development approvals through negotiations with local, state, and commonwealth agencies.
Promoted retirement and aged care services via TV and radio talkback programs.
Led project team to commission Calvary Cessnock’s 80-bed low care facility under budget at $11.0 million.
Chief Executive Officer
Calvary Retirement Community, Ryde
01.1993 - 01.2004
- Reported to National Board of Management through Chief Executive Officer from 2000 to 2004.
Managed operations for a 300-bed accredited aged care facility, overseeing 60 full-time staff and 120 payroll personnel.
Led financial management, IT, HR, and administration, including budgeting and compliance with regulations.
Developed and executed daily operational plans, analyzing performance against multidimensional objectives.
Refined operational strategies to ensure exemplary care and related services through innovative approaches.
Negotiated with government departments to maintain legal and ethical compliance across all funding bodies.
Achieved commendable accreditation ratings, ensuring full compliance with service standards.
Represented organization in London to negotiate insurance coverage for $260 million turnover and $290 million assets.
Salesman
Northsides Real Estate
01.1992 - 01.1993
Special Projects Manager
Anglican Retirement Villages
01.1990 - 01.1992
Project & Development Manager
Jennings Industries
01.1986 - 01.1990
- Details available upon request.
Area Manager
Uniting Care Ageing
01.2014
- Provided strategic management for 27 retirement villages (800+ residents), overseeing compliance, sales, refurbishments and service delivery.
- Developed unit audit tools to assist budgeting and introduced resident committee meetings to improve satisfaction.
- Advised on village renewal design and refurbishment.
Skills
- Community engagement and partnership development
- Disability and aged-care expertise
- Business development and commercial insight
- Negotiation and stakeholder relations
- Project and change leadership
- Compliance and quality assurance
- Communication and advocacy skills
- Team leadership and coaching
- Event coordination and marketing strategies
- Microsoft Office proficiency
Certification
- Master Negotiation Skills, ENS International
- Marketing & Public Speaking, Australian Institute of Management
- Management Essentials, Macquarie Graduate School of Management
- Train the Trainer (Residential & Home Care), SACQS, 2024
- Innovating for Impact, 2022
- Compliance Master Class – Residential Aged Care, 2020
- Experience Innovation (IDEO), 2018
- Certified Customer Service Excellence (CSIA), 2018
- Excellence in Leadership (Veraison), 2019
- Additional programs: Stress Management through Humour, Body Language, Excel, Word, Outlook, Time Management, Report Writing.
References
References available upon request.
Affiliations
- Former member, NSW Property Council Retirement Living Committee, contributing to industry policy and advocacy.
- Presenter on podcasts and radio broadcasts covering aged-care, disability services and inclusive employment topics.
- Holder of a current driver’s licence; willing to travel throughout the region.
Timeline
Head of Aged Care
Good Shepherd Lodge
01.2025 - 06.2025
Director
Ambrose Corporation
01.2024 - Current
Chief Executive Officer
Northern Coalfields Community Care Association
01.2021 - 01.2024
Area Manager (Northern Region) – Residential Care
The Salvation Army
01.2019 - 01.2020
National Operations Manager – Retirement Living
The Salvation Army
01.2017 - 01.2021
Retirement Living Manager
Catholic Healthcare
01.2014 - 01.2017
Area Manager
Uniting Care Ageing
01.2014
General Manager
Tellen Systems (NZ) Ltd
01.2013 - 01.2014
Director & Owner
Metropolis Group of Companies (Ambrose Corporation)
01.2008 - 01.2012
National Project Director
Little Company of Mary Healthcare
01.2004 - 01.2008
Chief Executive Officer
Calvary Retirement Community, Ryde
01.1993 - 01.2004
Salesman
Northsides Real Estate
01.1992 - 01.1993
Special Projects Manager
Anglican Retirement Villages
01.1990 - 01.1992
Project & Development Manager
Jennings Industries
01.1986 - 01.1990
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